Subject: Re: Audit Report - 02nd March 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 2 Mar 2022 21:44:23 -0700 (MST)

Thank you. 

I have asked her to write more accurate notes as I can understand why you were confused. HS cable means the RJ 45 to RJ 11 cable was used. 

I will complete the rest of the feedback and training with Sven today. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Wednesday, March 2, 2022 9:18:07 PM 
Subject: Re: Audit Report - 02nd March 2022 

Hello Pritish, 

Thank you for sharing the feedback. Grace mentioned that "HS cable" in the case summary and that refers to the included cable. And, I've shared the feedback with the night-shift team. 

Best regards, 
Pravesh Singh 

From: "Pritish Nandi" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Wednesday, March 2, 2022 8:29:27 PM 
Subject: Re: Audit Report - 02nd March 2022 

Hi Pravesh, 

PFB the audit feedback status. Please check one comment for Grace's ticket. Also advise if you have shared feedback with AJ. 

Week 	ID 	Subject 	Assignee 	Feedback 	Feedback 2 	Feedback Status 	Comments 
Week 10 	205398 	EPOS Gaming Suite, Windows, Software crashes every thirty minutes 	Shivangi Bhattacharya 	Basic Probing Missing 	Software version, PC information, and user's phone number. 		
Week 10 	205546 	Adapt 260, Windows 10/YouTube, Videos paused by itself 	Ismael Zakaria 	Delayed Response, Basic Probing Missing 	The email was sent the next day. How frequent this issue occurs, age of the issue, cross-test, sound setting configuration. 	Shared 	
Week 10 	206247 	GSP 670, Low volume 	AJ Hurry 	OB call not attempted/notes missing, Basic Probing Missing 	Outbound call wasn't attempted, should've asked for the firmware and software. 	Shared 	Pravesh shared feedback 
Week 10 	205768 	GSP 602, PC, Headset Arm fragmented 	Ritesh Kumar 	Ok 	No need to ask for the invoice, GE order. 	Shared 	
Week 10 	206143 	DW Pro 1, Yealink SIP-T54W, No call control 	Grace Boussi 	Case summary not clear 	connected with CEHS-DHSG, sending steps for EHS 40? Should've been mentioned in the summary if the user wasn't able to confirm the cable model. 	Shared 	Incorrect feedback. Where is it mentioned CEHS-DHSG 
Week 10 	205647 	GSX 300, Device not detected in the Gaming-Suite 	Denisa Magda 	Ok 	)Should've added a few more probing questions like sound setting configuration, EGS services, and USB cable connection (USB hub or directly into the motherboard 	Shared 	
Week 10 	205666 	SDW 5065, Mobile, No Connection 	Bharat Bhattacharya 	Ok 	Notes added advising to close the ticket - general question. 	Shared 	
Week 10 	205632 	MB 660, PC, Not charging 	Rosette Modiri 	Wrong product selected, basic probing missing, OB call not attempted, Product information 	Should've asked to confirm the FW in the first email, MB 360 is selected in the LSH field. Need to inform that we will replace it with ADAPT 660. 	Shared 	She did not have time to call. 
Week 10 	206029 	SDW 5013, Windows 10/SwixIT, No call control 	Sebastian Coldea 	Ok 	Should've advised configuring default softphone. 	Shared 	
Week 10 	206139 	Adapt 261, Macbook Pro, Unable to pair 	Bharat Bhushan 	Ok 	- 	Shared 	
Week 10 	206043 	MB PRO 1 UC, Microsoft Teams, No Call Control 	Adelina Paula Bartes 	Product information 	BTD 800 is included in UC ML, 1x stereo 1x hands-free profile - connected using internal BT. However, correct steps were shared. 		
Week 10 	205783 	SDW 5036, PC/Zip Gate, Accessory enquiry 	Sven Thiele 	Product information, Cross-testing 	Should've suggested purchasing USB A to USB C adapter. Sent EC V 4.6 screenshot. 		
Week 10 	205526 	Gaming Suite, Firmware update fails 	Josie Lau 	Ok 		Shared 	
Week 10 	206366 	GSP 670, Win11, Volume wheel malfunctioning 	Josie Lau 	Ok 	- 	Shared 	
Week 10 	206622 	GAME ZERO, PC, Poor volume A side 	Josie Lau 	LHS field not added 	User's name not added 	Shared 	
Week 10 	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. 		
Week 10 	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 		
Week 10 	206181 	SD Pro 1, Short Battery life 	Bharat Bhushan 	Ok 	- 	Shared 	
Week 10 	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 	Shared 	
Week 10 	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. 	Shared 	She forgot to write in notes but she advised customer on call 
Week 10 	206543 	SD Office ML, Cisco IP 8811, No call control 	Bharat Bhattacharya 	Ok 	- 	Shared 	
Week 10 	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. 		
Week 10 	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 	Shared 	She is calling and getting it. No explaination why missed 
Week 10 	206003 	EPOS, Headset replacement request 	Ritesh Kumar 	Ok 	- 	Shared 	
Week 10 	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. 	Shared 	No Explaination 
Week 10 	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 		
Week 10 	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. 	Shared 	
Week 10 	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. 

	Shared 	Pravesh shared feedback 

Regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Wednesday, March 2, 2022 11:19:26 AM 
Subject: Re: Audit Report - 02nd March 2022 

Hi Pravesh, 

I have sent documented warnings to Sebastian and Ismael. I will speak to them personally as well. 

I will take Sven through the case summary writing training as well. 

Will share feedback with all and share the update by EOD today or tomorrow. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Wednesday, March 2, 2022 5:41:37 AM 
Subject: Audit Report - 02nd March 2022 

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