Subject: Re: Audit Report - 27th Jan 2022
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, abhishek kumar <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Fri, 28 Jan 2022 07:47:42 +0000

Hi Pritish,

According to audits, Taha still has issues in his calls. May be he performs ok on mock calls but makes the same mistake when it comes to live calls. Please speak with him to see what is happening.

Also, has anyone questioned Ritesh on why he did not attempt outbound call here and other mistakes pointed out?

@All: As discussed, I would also like to get confirmations when you have spoken to agents about these feedbacks and what transpired there. Thanks

Regards,
Deeksha

________________________________
From: Pravesh Singh <[email-masked]>
Sent: Thursday, January 27, 2022 8:07 PM
To: abhishek kumar <[email-masked]>
Cc: Pritish Nandi (LSM) <[email-masked]>; Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Audit Report - 27th Jan 2022

Hello Abhishek,

Here is the audit report for today.

ID      Subject Assignee        Comment
198916  GSX 1200 Pro, PC, Product information (Today's ticket)  Josie Lau       Issue description not clear, case summary format not followed. Repeated mistake COACHING ACCEPTED
198952  GSP 370, Win10, Connection being lost intermittently (Today's ticket)   Josie Lau       Ok (improvement in the documentation)
196317  GSP 370, Win, Audio and microphone settings greyed out  Shivangi Bhattacharya   Ok
195636  SC 60, Unspecified      Shivangi Bhattacharya   Ok
197323  Impact SC 60 USB ML , PC, No sound one side     Bharat Bhattacharya     Ok - DELAYED RESPONSE FROM L2
197690  Adapt 660, PC, Short battery life       Bharat Bhattacharya     Ok
197504  Presence Grey UC, Samsung galaxy, Volume buttons not functioning        Taha Amir       Troubleshooting over the call, product information, and lack of confidence over the call. Incorrect information added, repeated questions and required details missing.
197161  Adapt 560, PC, BTD 800 missing  Taha Amir       Ok
197328  GSP 350, Unable to update firmware      Bharat Bhushan  Sunject Line: Environment missing
197234  GSP 301, No sound B-Side        Bharat Bhushan  Ok
197076  SP 20, PC, Unit doesn't work in laptop ports    AJ Hurry        Ok
197807  GSP 500, Low volume in left speaker     AJ Hurry        Ok
197184  SDW 5066, PC, Headset beeps when USB auto audio is enabled      Ismael Zakaria  Didn't ask for the phone number.
197405  CEHS-P0 01, VVX 450, Connection settings        Ismael Zakaria  Second issue type not added, asked repeated question (No call control) and OB call not attempted.
197536  SD Pro 1, Polycom VVX311, Echo A side   Grace Boussi    The user's name is not added in the LSH field and the case summary isn't updated (details available). Probing questions: cable model, mic dial configuration, and testing with a PC.
196806  SP 30 T, PC, no sound on A/B side       Grace Boussi    Ok
190036  H3 Hybrid, PC, Not detected in Gaming Suite     Ritesh Kumar    Aging ticket (Dec 12), the issue not summarized, OB call not attempted (should've asked to re-assigned). Repeated question (issue understanding), didn't check for the OLD/duplicate tickets and fragment troubleshooting. The agent should've opened a new ticket (issue with the replacement).
193660  PC8 USB, PC, Not Connecting to PC/laptop        Ritesh Kumar    Didn't ask for the phone number, three follow-ups made without the next action notes.
197909  GSP 670, Win10, Crackling Noise on A-Side       Denisa Magda    Ok
198028  GSP 370, PC Win10, Not pairing  Denisa Magda    Product information: 370 doesn't work with USB cable. Unclear notes: TS via GS (error at step 3)??
198533  SDW 5066, PC, Disconnection     Md. Modassir Hassan     Ok
198144  SDW 5066, PC, Headset has No Connection to Base Station Md. Modassir Hassan     Asked for the invoice without prior approval, T/S not performed.
198825  HD 450 BT, Want a refund        Rosette Modiri  The ticket shouldn't have been escalated to WebStore. NON-CCO HS, refer to Sennheiser and we don't sell this model.
198763  MB Pro 2, PC, Not charging      Rosette Modiri  Product information: charge with micro USB cable (not even included)?? No probing question or troubleshooting.
198405  D 10 USB, Yealink SIP T58A, No call control     Sebastian Coldea        Ok
198234  VMX 100, Spare battery  Sebastian Coldea        Ok
198631  Presence Grey Business, Voice prompt issues     Sven Thiele     Subject line: ISSUES, FCR ticket (disable VP): should've been closed on the call. Shared FW update and reset steps??
198596  DW Pro 2 HS, Voice prompt issues        Sven Thiele     Subject line: ISSUES. Product information: should've shared the steps on how to disable the mute tone. FW update and user manual shared. NOTES ADDED
198414  MB PRO 1 UC, Microsoft Teams, No Call Control   Adelina Bartes  Probing question missing: BTD 800 is in use, Windows, and Teams setting??
198295  DW 2 PRO ML, Bad Call Quality   Adelina Bartes  Subject line: Bad Call Quality, environment details. Incorrect issue type selected in the LHS field. Probing questions: Sidetone level and microphone dial.

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=JVhfhs

Best regards,
Pravesh Singh