Subject: Re: Audit report - 14th Feb 2022
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>, "Pravesh Singh (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Wed, 16 Feb 2022 11:03:52 +0000

Hi Pritish,

Have u spoken to Ismael, Shivangi and other agents pointed out here? If yes, please let me know what their explanation was.

Also, how is Shivangi doing in APAC? Can u please take a look at her tickets, missed/abandoned calls, online time on calls etc. to see if there are any disciplinary issues we need to be concerned about? please let me know what u see..

@Pravesh Singh (LSM)<mailto:[email-masked]> : could u please listen to some of her calls and let me know how her quality on calls is.

Thanks both

Regards,
Deeksha
________________________________
From: Pritish Nandi <[email-masked]>
Sent: Wednesday, February 16, 2022 11:58 AM
To: Pravesh Singh (LSM) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Audit report - 14th Feb 2022

Thak you Pravesh,

Regards,
Pritish

________________________________
From: "Pravesh Singh" <[email-masked]>
To: "Pritish Nandi" <[email-masked]>
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>
Sent: Wednesday, February 16, 2022 5:58:20 AM
Subject: Re: Audit report - 14th Feb 2022

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