Subject: Re: Audit Report - 28th Jan 2022
From: Pritish Nandi <[email-masked]>
To: Abhishek Kumar <[email-masked]>
Cc: Pravesh Singh <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sat, 29 Jan 2022 05:56:48 -0700 (MST)

Hi Abhishek, 

Thank you for your inputs. I will review it further. 

Regards, 
Pritish 

From: "Abhishek Kumar" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, January 28, 2022 9:59:08 PM 
Subject: Re: Audit Report - 28th Jan 2022 

Ticket no. 	L1 Name 	PhoneCalls 	Resolution 	Documentation 	Replies 	Probing 	Phone Etiquettes 	Action Plan 	Email Etiquettes 	Troubleshooting 	Others 											
198521 	Rosette Modiri 	OK 	Delayed 	Multiple Issues 	Delayed 	Inadequate 	No Recording 	Missing 	OK 	Irrelavant 	Call Length -Notes Mismatch 											
198519 	AJ Hurry 	OK 	OK 	OK 	OK 	OK 	OK 	OK 	OK 	OK 												
198518 	AJ Hurry 	OK 	Delayed 	OK 	OK 	OK 	Not Applicable 	OK 	OK 	OK 												
198517 	Md. Modassir Hassan 	Delayed 	Delayed 	OK 	OK 	Fragmented 	Call Len-Notes Mismatch 	Missing 	OK 	Inadequate 	Coaching Notes Added 											
198516 	Rosette Modiri 	OK 	OK 	OK 	OK 	OK 	Missing 	OK 	OK 	Not Applicable 		Callous tone/Magic Words Missing/Say it one more time; Missing Navy Call List; What's your name, your name 
198493 	AJ Hurry 	Missing 	Delayed 	OK 	OK 	Fragmented 	Not Applicable 	Missing 	OK 	Inadequate 												
198484 	AJ Hurry 	Call Len-Notes Mismatch 	Missing 	OK 	OK 	Inadequate 	No Recording 	Missing 	OK 	Irrelavant 	DSAT 											
198475 	Shivangi Bhattacharya 	OK 	OK 	OK 	OK 	Fragmented 	Not Applicable 	Missing 	OK 	Fragmented 		Modassir's chat responses need to be discussed 						
198455 	Rosette Modiri 	OK 	Delayed 	OK 	OK 	OK 	Multiple Issues 	OK 	OK 	OK 	Long Call 	unnecessary hold/cold tone/ name twice last name missed; interruptions; 9 am to 5 pm ? Last name missed 	
198454 	Rosette Modiri 	Not Applicable 	OK 	OK 	OK 	OK 	Not Applicable 	OK 	OK 	OK 												
198453 	AJ Hurry 	OK 	OK 	OK 	OK 	OK 	OK 	OK 	OK 	OK 		I need to end this call to create a ticket 							
198450 	Shivangi Bhattacharya 	OK 	OK 	OK 	OK 	OK 	OK 	OK 	OK 	OK 												

Hello Pravesh, 

Please follow the above format/excel sheet. I have attached the original file for your convenience. The inputs from this format will be needed for the master Report that might be shared with the Client in the future. Tickets like 199169, that are in a very nascent stage, can be fixed on-the-fly. So provide real-time coaching and escalate, if needed. AND + 5-7 DAYS (strike 3). 

Hello Pritish Please see the attached excel files. I have added the inputs to the error list. The QA excel, and the error sheet are both work-in-progress and will be optimized as we use them. 

Regards, 
Abhishek 

From: "Pravesh Singh" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, January 28, 2022 9:18:02 PM 
Subject: Audit Report - 28th Jan 2022 

Hello Abhishek, 

Here is the audit report for today. 

ID 	Subject 	Assignee 	Comment 
198872 	GSP 300, No Sound B-Side 	Adelina Bartes 	OB call not attempted, case summary format not followed. Product information: GSP 300, test on a USB port?? 
198552 	GSP 601,PC,Mic records system audio 	Ritesh Kumar 	Called the user three times within the 5 hours, issue description not clear. Called the user three times within the 5 hours, issue description was not clear. Second OB notes: issue resolved, again called the customer?? 
199255 	GSP 600, Ear pad torn 	Josie Lau 	Ok 
199218 	GSP 301, PC, No sound right A side 	Josie Lau 	No plan of action, we will review and get back?? 
199201 	GSX 1000, Win10, Product information 	Josie Lau 	Ok 
199188 	GSP 300, PC, No connection 	Josie Lau 	Ok 
198721 	MB Pro 2 UC ML, PC, No connection via USB 	Shivangi Bhattacharya 	Issue description not clear/mismatch 
198642 	SD Pro 2 ML, PC, Microphone is Missing 	Bharat Bhattacharya 	Subject line: Microphone missing?? NATO call list not followed 
199169 	SDW 5036, PC, Poor audio A-side 	Bharat Bhattacharya 	Product information: SDW 5036 doesn't come up with an SDW D1 dongle. Incorrect contact details were added to the case summary. NATO call list not followed. Key account: POP?? Making tik-tik sound?? 
198820 	Adapt 260, PC, Poor audio B-side 	Bharat Bhattacharya 	Ok 
198644 	MB 660, PC, Update fails 	Taha Amir 	Case summary format not followed, issue description not summarized. Subject line: fails, didn't ask to confirm the phone number and country name. 
199007 	SDW 5035 EU, PC, Mute button does not function 	Taha Amir 	Wrong product type selected, it's an SDW 5036. Basic probing questions: which mute button, environment details, issue clarification (doesn't mute or synchronize). Microphone path?? 
198572 	MB Pro 2, Win 10, Headset needs to be repaired after restarting the PC 	Bharat Bhushan 	Ok 
198176 	SDW 5 BS, Unable to download EC 	Rosette Modiri 	Environment details missing, product model incorrect/mismatch in the LHS field. 
198540 	SP 20, Samsung 21 Ultra, Distortion on calls 	AJ Hurry 	Probing question: cross-testing (laptop or different phone), cable connection. The caller mentioned video call, should've confirmed the app and if the issue occurs over general call. 
198519 	SD Pro 1, PC, Battery draining quickly 	AJ Hurry 	Ok 
198049 	SDW 5036, Yealink SIP T54W / EHS 40, How to connect 	Ismael Zakaria 	OB call not attempted/notes missing 

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=SBF5fy 

Best regards, 
Pravesh Singh