Subject: Audit report, 16th Feb 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 16 Feb 2022 16:36:26 -0700 (MST)

Hello Pritish, 

Here is the audit report for today. And, can you please talk to Ismael concerning these two tickets? Since you are in the same shift, I'm not sure if he still has that much workload. There are only 50 tickets in his queue including 13 SLA breaches. I must inform you that we can see slow/delayed responses. The customer has responded on Friday and since there are no updates from our end (202234, 197873, 202400 &198101). 

ID 	Subject 	Assignee 	Comment 
203800 	GSP 370, Win10, Gaming Suite installation 	Josie Lau 	Invalid link shared, notes added 
203778 	GSP 370, Dongle broken 	Josie Lau 	Issue description not clear: the dongle was broken, purchased a new dongle, why do we need an invoice? 
203768 	GSP 370, PC, Product not detected in Gaming Suite/Unable to hear footsteps from behind 	Josie Lau 	No case summary, issue description mismatch, EPOS Support number not shared 
203753 	GSP 600/GSX 1000, PC, No sound B side 	Josie Lau 	Call notes not clear, tested with desktop, WHAT & HOW? Probing: should've added a few more troubleshooting steps. 
203746 	GSP 600, Win7, Static noise B side/Lost sound intermittently A side A side 	Josie Lau 	Environment details mismatch in the LHS field 
202791 	GSP 670, PC, Mic not working 	Ritesh Kumar 	Case summary format not followed, customer name mismatch in the email, and grammatical errors. Probing: test with the USB cable? 
202867 	GSP 600/GSX 1200PRO, PC, Functions not working 	Ritesh Kumar 	Case summary: phone number, issue description?? Didn't address the second question, needs to unplug and replug every time. Should've suggested disabling fast startup/changing USB power settings. And, the name and phone number are not updated. 
202901 	SDW 60 HS and SDW 5 BS, Audio not promptly starting 	AJ Hurry 	Next action notes missing, environment details (Teams) not added in the subject line. 
202916 	ADAPT 260, Sound only in one earcup 	AJ Hurry 	Should've shared the steps on how to update the firmware in the first email. Probing: test with the USB-C cable?? Didn't ask to confirm the phone number in the second email. And, the user name isn't updated. 
203475 	PXC 550, Not charging 	Ismael Zakaria 	OB call not attempted/notes missing. PXC 550 and Sennheiser Captune?? The ageTroubleshootingnt should've redirected the CX to Sennheiser (NON-CCO headset). 
202808 	New ticket from +447427779729 	Ismael Zakaria 	IB call on Friday, feedback was shared still no action was taken. 
202987 	EPOS GSP 370, PC, Headset not detected in Gaming Suite 	Grace Boussi 	Repeated question: when the issue started? Troubleshooting: uninstall the app, steps missing. 
202802 	DW 20 ML, PC, Magnet detached 	Grace Boussi 	OB call not attempted/notes missing. 
203431 	GSP 370, Win11, Gaming Suite Features Not Working 	Denisa Magda 	Should've shared the workaround to fix the issues, notes added. User's name updated. 
202905 	SP 30+,PC, Set up guidance 	Rosette Modiri 	Ok 
202968 	H6PRO, Win 10, Headset not detected in Device Manager 	Bharat Bhushan 	Ok 
202350 	PC38X &GSX 1000, PC, Poor audio A-side 	Bharat Bhattacharya 	Didn't address the second question (not detecting in the EGS), didn't ask to confirm the phone number. 
201658 	D 10 USB ML-US, No Connection 	Bharat Bhattacharya 	Phone number not requested 
203001 	MB 660 UC MS, Unspecified, Firmware update failing 	Sebastian Coldea 	OB call not attempted/notes missing 
203244 	SDW 60 HS, Auerswald COMfortel 2600 ISDN, Connection being lost 	Adelina Paula Bartes 	Ok 
202799 	DW Pro 1, Deskphone/Auerswald Comfortel 210, Headset not ringing 	Sven Thiele 	Incomplete product model, OB call not attempted on follow up, HS model mismatch in the LHS field. 
203449 	MB Pro 1 UC ML, Fanvil X5S, Setup guidance 	Shivangi Bhattacharya 
	(IB call), Product information: (7:40 min) you have to manually pair the headset to dongle every day?? 
203007 	CX Plus True, No sound B-side 	Shivangi Bhattacharya 
	Inbound call - Ok 
198260 	MB Pro 1 UC ML, Unable to pair with the dongle 	Shivangi Bhattacharya 
	Inbound call - Ok 

Also, I've noticed that there are a lot of open tickets where the requestor's name and phone number aren't updated. 

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=xAUu9d 

Best regards, 
Pravesh Singh