Subject: Audit Report - 02nd March 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 1 Mar 2022 17:11:37 -0700 (MST)

Hello Pritish, 

Please find the audit report for today. Can we please ask the agents to send an email (even SLA reset) to the customer who contacted us over the chat/phone before signing off? I'm available in the evening shift if there is any ticket where users' details need to be added then they can ping on the teams. There are a few tickets where we have replied to the customer in the next working days. 

ID 	Subject 	Assignee 	Feedback 	Comment 
206366 	GSP 670, Win11, Volume wheel malfunctioning 	Josie Lau 	Ok 	- 
206622 	GAME ZERO, PC, Poor volume A side 	Josie Lau 	LHS field not added 	User's name not added 
206363 	D 10, PC/Win11, 3CX Plugin does not start 	Sven Thiele 	Product model mismatch, Issue understanding, Irrelevant troubleshooting, OB call not attempted 	Subject: D 10, LHS: D 10 Phone, connected to PC?? 3CX Plugin does not start - issue not clear, plugins don't have any UI. Test on a different PC, should've called the second time to clarify the issue. 
206061 	SDW 5016, Panasonic KX-DT543, Product Information 	Adelina Paula Bartes 	Product Information, Issue understanding, Irrelevant troubleshooting 	SDW 5016 - SDW 30 HS?? Disable Ringtone on the BS: DIP 1 & 2 (Manual Mode)?? Notes added suggesting the next steps 
206181 	SD Pro 1, Short Battery life 	Bharat Bhushan 	Ok 	- 
206739 	DW 10 Phone, Openstage 30T, How to connect. 	Sebastian Coldea 	No Plan of Action, Product model mismatch, LHS field not added 	Inbound call: left in the open queue, no email was sent, user's name not added 
206441 	DW office Phone, Alcatel 8029, Set up guidance 	Rosette Modiri 	LHS field not added, Product Information 	Product model not added, should've clarified that included cable will work but there will be no CC. 
206543 	SD Office ML, Cisco IP 8811, No call control 	Bharat Bhattacharya 
	Ok 	- 
206045 	GSP 370, Win 11, Gaming Suite does not open 	Denisa Magda 	Basic Probing Missing, Product Information 	Screenshot of any error or it's not progressing, User needs to put the contact details before they can access the download link, Notes added suggesting the next steps. 
206115 	MB Pro 1 UC, PC, No sound on A and B side 	Grace Boussi 	Basic Probing Missing, Product Information 	LED status, Sound Setting configuration in the softphone and Windows, Cross-test, HS works when docked on charging stand 
206003 	EPOS, Headset replacement request 	Ritesh Kumar 	Ok 	- 
205954 	Game Zero, Software compatibility 	Ritesh Kumar 	Product Information, Phone number not requested 	Should've asked for a phone number in the first response and informed the customer on how this headset works rather than only asking for the phone number. 
206343 	SDW 10 HS, Mac, Sidetone option not available in EPOS Connect 	Shivangi Bhattacharya 	Product Model Mismatch, Issue description Mismatch, No Case Summary 	SDW 10 HS/SDW 5015. Different issues in the Subject line, LHS field, and customer's email 
205935 	SDW 30 HS, iPhone, No sound during calls 	Ismael Zakaria 	No Plan of Action 	Incoming chat: contact details were added on Friday, no email sent to the customer till now. 
205959 	ADAPT 260, Sound only in one earcup 	AJ Hurry 	No Case Summary, Basic Probing Missing 	Should've asked to clarify the issue, a few probing rather than asking for the only for the phone number. 

And, I request you to please speak to Sven once and maybe show him how to write an accurate case summary and the subject of a ticket. 

Best regards, 
Pravesh Singh