Subject: Re: Audit report, 18th Feb 2022
From: Saurabh Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Tue, 22 Feb 2022 08:40:07 +0000

Hi Pravesh,

Can you please send me the recording of this call 203862 that you audited

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pravesh Singh <[email-masked]>
Sent: 19 February 2022 4:20 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: Audit report, 18th Feb 2022

Hello Pritish,

Please find the audit report for today. And, there are a few tickets (201892, 202181, 197882 & 201538) in the Ismael queue where the customer has responded to the email on Wed/Fri and since then we didn't contact them back. Also, there are 15 SLA breach tickets in this queue.

ID      Subject Assignee        Comment
203488  GSX 300, Win11, Compatibility guidance  Josie Lau       Case summary format not followed. Issue understanding: EGS not compatible with Windows 11, re-install driver?? Information: didn't inform the user about the release date of EGS 1.9 when following up. Notes added
203420  GSX 300, Intermittent no sound  Bharat Bhushan  Ok
203862  MB Pro 1, Mac, Mute Automatically       Rosette Modiri  Ritesh should've transferred the call immediately (XFER made after 5 min). Comprehension: the agent has a hard time understanding the CX. Notes not clear: connection type (inbuilt BTD). Put the customer on hold three times throughout the call. Whatsapp on desk phone? Repeated questions, after hold: YES HELLO? Attention to details: number of product is 2 not 1.
203965  Gaming Suite, Source file not found     Bharat Bhattacharya     LHS field not added
203859  H6 PRO, PC, No Sound A-Side     Denisa Magda    Ok, notes added suggesting next step
204274  DW Office Phone, Unify CP400, Echo A side       Grace Boussi    Probing questions missing: cable model, mic dial, DIP switch?? Incorrect HS model selected in the LHS field.
203634  GSX 1200 PRO/Gaming Suite, Windows 11, Gaming Suite not detecting device        Ritesh Kumar    Should've shared the steps on how to change the sample and bit rate. Phone number not requested.
204064  DW Pro 1, Avaya softphone, No call control      Shivangi Bhattacharya   OB call not attempted, didn't confirm the environment details (softphone model).
204533  GSP 370, Windows 10, Not detected on the gaming suite   Ismael Zakaria  IB Call: no action taken, ticket was left in the open queue.
203779  EPOS Connect mobile app feedback        AJ Hurry        Ok

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

Best regards,
Pravesh Singh