Subject: Re: Audit report - 10th Feb 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 11 Feb 2022 00:10:06 -0700 (MST)

Hi Pravesh, 

Thank you for the report. 

Checking with Taha on Priority. However can you please be a little more elaborative on your feedback notes? Sometimes I am unable to comprehend the feedback and it is very difficult to provide feedback to agents 
when the actual audits are not done by you. 

For example: 
202438 	GSP 370, PC, Not charging 	Josie Lau 	Troubleshooting: headset recovery, picture of the USB port and cable?? 
202366 	EPOS Connect, PC, Firmware updates 	Josie Lau 	EPOS Manager query, the best time to call??, 

Thank you. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Friday, February 11, 2022 5:33:46 AM 
Subject: Audit report - 10th Feb 2022 

Hello Pritish, 

Please find the audit report for today. And, please do speak to Taha as we are seeing repeated mistakes. The feedback for the same mistake was already shared with him on the 7th of Feb. Also, I've received two complaints on Taha's ticket from the end-users. Please review these tickets #195968 & #202603 

ID 	Subject 	Assignee 	Comment 
200786 	MB Pro 2, PC/Mac OS Monterrey 12.1/SP/R-call, HS mutes itself 	Sven Thiele 	Probing question: connection type (BTD 800 or internal BT). Update firmware - How?? Country name not selected. Abbreviation words: EC, VR, FW, SP, HS, BT. Subject line: PC/Mac OS Monterrey 12.1/SP/R-call, HS mutes itself 
201025 	EPOS SP30+, Unresponsive Unit 	Adelina Paula Bartes 	Incorrect product model selected, Environment?? Product info: Swap the charging cable/supply unit?? How to check/update FW, steps not shared. Probing: Windows detects when connected to USB cable?? 
200742 	MB Pro 2, Windows 10, Short battery life/connection being lost 	Sebastian Coldea 	Incorrect product model selected, phone number/environment details not updated in the LHS field. FW: 2.8.3?? 
202438 	GSP 370, PC, Not charging 	Josie Lau 	Troubleshooting: headset recovery, picture of the USB port and cable?? 
202436 	GSP 670, PC, Headband cracked 	Josie Lau 	Email sent, user contact details wasn't added 
202366 	EPOS Connect, PC, Firmware updates 	Josie Lau 	EPOS Manager query, the best time to call??, Wrong product type selected, noted added. 
201123 	GSP 670, Win10, Device is not Recognized in Windows sometimes 	Denisa Magda 	Ok - notes added suggesting next steps 
201458 	DW Pro 2, Alcatel-Lucent 8029, Low volume B side 	Grace Boussi 	HS model: DW Pro 2?? Wrong HS model selected in the LHS field. Probing questions: mic dial, re-boot the phone?? 
201296 	DW 10 Phone/CEHS DHSG, Openstage 60, Connection being lost 	Ismael Zakaria 	Ok 
201619 	SDW 5036, PC, Not pairing 	Rosette Modiri 	Call duration: 2234, hold: first - 3.25 min, Second - 1.40 min, understood the issue after 8.50 min. Environment/name not added in the left side field. NATO call list not followed. 
201176 	EPOS headsets, GoTo softphone, Compatibility 	AJ Hurry 	OB call not attempted (First response + follow up) 
202545 	SDW 5015-US, PC, Setup Guidance 	Taha Amir 	IB call, email not sent. Environment mismatch, SDW 10 + SDW 5 BS - SDW 5015?? Case summary: no clarification on whether the issue was resolved or not. Coughing over the call, no conclusion of 18 min call. Assured that will send an email and follow up. The customer has to call back. 
201113 	MB Pro 2 UC ML, Win 11, Cannot update 	Shivangi Bhattacharya 	Cross test on a Win 10?? Netherlands call back number shared, correct call back number (US) not shared, didn't understand the issue. Should've escalated the ticket to the US team. I took the ticket. 
201970 	GSP 370/B 20Mic, PC, Gaming Suite not detecting the Mic and headset 	Ritesh Kumar 	Ticket status: On Hold, OB call not attempted. Issue understanding and product information: GSP 370 & B20 microphone. Troubleshooting: downgrade EGS?? 
202550 	SC 	Bharat Bhattacharya 	Closed as SC?? ADAPT 360, Denmark, should've gathered contact details and escalated to the Country partner. 
201284 	GSP 670, No sound B-Side 	Bharat Bhushan 	Ok 

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=4LdZQN 

Best regards, 
Pravesh Singh