Subject: Audits Feedback
From: Pritish Nandi <[email-masked]>
To: Adelina <[email-masked]>
Cc: Pravesh Singh <[email-masked]>, abhishek kumar <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 1 Feb 2022 01:17:45 -0700 (MST)

Hi Adelina, 

Thank you for your time on call today. 

We have agreed to the below mentioned points which you will be following on all your calls and tickets to improve the handling of tickets. 

* Working on Calls and Chat tickets the same day and not leaving it for next day of next hour 
* Following the template and asking all probing questions based on the issue. You do not have to do any troubleshooting over the phone. 
* Write correct and short case summaries. Also following the correct format for it. 
* OB call needs o be made on every ticket and also asking customers for the phone number if it is missing in the tickets. 
* You will go through all support and procedural articles/webstie this weekend and we will have a Quiz on Monday 

Audited Tickets: 

Date 	ID 	Assignee 	Comment 	Feedback Status 
27/01/2022 	198414 	Adelina Paula Bartes 	Probing question missing: BTD 800 is in use, Windows, and Teams setting?? 	Shared 
27/01/2022 	198295 	Adelina Paula Bartes 	Subject line: Bad Call Quality, environment details. Incorrect issue type selected in the LHS field. Probing questions: Sidetone level and microphone dial. 	Shared 
28/01/2022 	198872 	Adelina Paula Bartes 	OB call not attempted, case summary format not followed. Product information: GSP 300, test on a USB port?? 	Shared 
31/01/2022 	199261 	Adelina Paula Bartes 	The ticket was created on 28th Jan, the first email was sent today . Three OB calls were made to the customer. Environment detail: WebClient/3CK?? Issue description mismatch (No CC/FW update). Probing question: 3CX plugin, HS integration?? 	Shared 
31/01/2022 	199318 	Adelina Paula Bartes 	The ticket was created on 28th Jan (Inbound call), no email was sent till now. No case summary, LHS side not added. Product information: D 10 Phone, Dictation mode?? 	Shared 

Regards, 
Pritish Nandi