Subject: Re: Audit report - 14th Feb 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 15 Feb 2022 17:28:20 -0700 (MST)

Hello Pritish, 

The feedback has been passed to the night shift agents. And, I have also advised on how to close the FCR ticket. 

Best regards, 
Pravesh Singh 

From: "Pritish Nandi" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, February 15, 2022 11:41:44 AM 
Subject: Re: Audit report - 14th Feb 2022 

Hi Pravesh, 

I will have a meeting with the team APAC and EMEA shifts today to again reittrate. Please also speak to the US team and update me. 

If this happens again we will need to move on to the a formal letter of warning. Please speak to me today to discuss on how to proceed on this. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, February 15, 2022 3:03:22 AM 
Subject: Audit report - 14th Feb 2022 

Hello Pritish, 

Please find the audit report for today. 

FYI - the calls and chats are still not being handled on high priority and we are leaving it in the queue. 

ID 	Subject 	Assignee 	Comment 
202292 	GSP 370, PC, Headset not recognized 	AJ Hurry 	Product Information: GSP 370 doesn't work using the USB cable. This should've been shared with the customer and asked for clarification. 
202808 & 203201 	New ticket from +447427779729/Chat with Kees Lindhout 	Ismael Zakaria 	IB Call and Chat: no action taken, left the ticket in the open queue. FYI- call received on Friday. 
202400 	SD Office ML, WebEx, No sound 	Ismael Zakaria 	Ok 
201892 	SC 660, Yealink SIP-T46S VOIP, Poor Volume B-side 	Taha Amir 	Issue description not clear, product information: CSTD 01 FW update?? Probing: swapping the bottom ED cable to know the root cause. 
202130 	ADAPT 660, Win 10/ iPhone 13, No connection to Bluetooth devices 	Shivangi Bhattacharya 	Denmark: the ticket should've escalated to the country partner. Resolution: The BT button seems to be off. 
202013 	GSP 670, PC, Surround Sound not working 	Ritesh Kumar 	OB Call not attempted/notes missing on follow-up. 
202468 	SDW 5066, PC, Music playing when on call 	Grace Boussi 	Ok - notes added suggesting next step. 
202166 	GSP 670, Win10, Sound only on one A-side 	Denisa Magda 	LHS field (environment/details, issue type, and quantity) not added. 
202034 	Adapt 260, PC, No Sound 	Bharat Bhattacharya 	Irrelevant probing: permanent/intermittent, interference and reset. 
202317 	D10 Phone/ HSL 10 II, No sound 	Rosette Modiri 	Case summary format not followed, environment (LHS) HSL & PC?? Should've shared the steps on how to reset and update the firmware. 
202168 	SDW 5016, Panasonic KX-TCA285/Iphone 7, Connection being lost 	Sebastian Coldea 	OB call not attempted/notes missing, didn't attach a link for the cable. Didn't troubleshoot the issue related to the PC connection. 
201709 	D10 Phone, Panasonic KX-DT635AL, Setup Guidance 	Bharat Bhushan 	Ok 
203266 & 203257 	Chat with lukasz/Chat with Florian Wehmeier 	Adelina Paula Bartes 	1 - No action was taken. Requested details were shared over the chat, should've closed the ticket. 
201877 	D 10 USB ML, PC/Softphone/Swyxlt!, No call control 	Sven Thiele 	Subject line: PC/Softphone/Swyxlt!. OB Call not attempted/notes missing. Environment details mismatch. CG not checked: didn't ask for the installed version. 
202134 	GSP 370, PC, Product information 	Josie Lau 	Ok 
202713 	GSP 370, Win10, Firmware update fails 	Josie Lau 	Ok 
202725 	GSP 670, Win10, No sound left A side 	Josie Lau 	Phone number CC'D (close and merge) in the ticket. 

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

Best regards, 
Pravesh Singh