Subject: Re: Audit Report - 5th Feb 2022
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Mon, 7 Feb 2022 08:36:07 +0000

hi Pritish/Pravesh,

It is concerning to see the same issues of OB call not attempted, case summary not followed, wrong fields selected etc...what is happening? I know that you are sharing feedback with agents but it is not helping if they continue to make the same mistakes over and over again. As was discussed on the call when we first discussed this, what is your plan of action to prevent these recurring mistakes? What was the explanation of these agents? Do you need me to intervene?

Also, who has spoken to Grace for this ticket not attended to since 2nd Feb? This is very serious, need to know her explanation.

Last, is everyone following the procedure of attending to freshest tickets on priority instead of putting them in after 3 days bucket (what we had discussed with Abhishek)?

@Pravesh Singh<mailto:[email-masked]> : I believe Josie is back, please continue to audit her work and let me know how she is doing. Also, did you share feedback with Bharat Bhattacharya for his call quality? Please do listen to calls as well randomly and share your feedback. People like Taha, Bharat and Ritesh should be paid special attention to.

Thanks

Regards,
Deeksha

________________________________
From: Pravesh Singh <[email-masked]>
Sent: Saturday, February 5, 2022 1:46 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Audit Report - 5th Feb 2022

I am sorry, forgot to attach the report.

ID      Subject Assignee        Comment
199581  MB Pro 2, PC, Short battery life        Sven Thiele     Case summary format not followed
199831  SDW 60 HS, Headband torn        Adelina Paula Bartes    Ok
199763  SDW 50xx, Windows 10/Zoom, Call hung up Sebastian Coldea        Ok
199865  SD Pro 1, PC, Losing connection with the base station   Rosette Modiri  Incorrect email captured on the first call, NATO call list not followed
199572  GSP 670, PC, Low volume in Game Ismael Zakaria  Case summary format not followed, OB call not attempted (incl Follow Up), EPOS Support number not shared, and grammatical errors.
200438  RE: [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call  référence 191258.  Grace Boussi    The ticket was assigned on 2nd Feb, no action taken (EPOS Employee involved).
200188  D 10 ML, PC, Headset not detected       Grace Boussi    Incorrect Product type selected in the LHS field, Probing questions: should've confirmed LED status, swapping USB cable over the phone and EC version. Should've asked for the contact details of the end-user.
199961  MB 660, PC, No audio or ANC in right earcup     AJ Hurry        Should've shared the steps on how to update the FW in the first email. Didn't ask to confirm the phone number in the second email.
199786  GSX 300, PC/astro A40, Buzzing Noise A-side     Taha Amir       Should've checked the previous ticket, phone number was available.
199918  H6 PRO, Windows, Not detected in the EPOS Gaming Suite  Shivangi Bhattacharya   OB call not attempted/notes missing, should've closed the ticket as it was general compatibility information.
199818  H6PRO/GSX 1000, PC, Headset not detected in Gaming Suite        Ritesh Kumar    Email formatting, we can close the ticket now (general compatibility info). Notes Added
200489  Adapt 660, Connection being lost        Bharat Bhattacharya     Environment details are not added in the subject line and in the LHS field. EPOS Support number not shared. Probing: LED status, connection with Mobile, firmware, and software update.
199649  EPOS Gaming Suite, Headset not detected by Gaming Suite Bharat Bhushan  OB call not attempted/notes missing,

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

Best regards,
Pravesh Singh

________________________________
From: "Pravesh Singh" <[email-masked]>
To: "Pritish Nandi" <[email-masked]>
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>
Sent: Saturday, February 5, 2022 1:45:22 AM
Subject: Audit Report - 5th Feb 2022

Hi Pritish,

Here is the audit report for today.