Subject: Re: Audit Report 07 March 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 8 Mar 2022 16:17:38 -0700 (MST)

Hello Pritish, 

Thank you for sharing the feedback. 

#207396 - Recovery is only suggested when EPOS Gaming Suite doesn't detect the headset. Please refer to the attached screenshot of the user interface. 

#207130 - Please refer to the user's first email. " Hello i own a set of Gsp 670 but i am struggling with them holding a charge after a full day of being pluged in ." He reported an issue with the battery life. And, if it sound ambiguous, we should've clarified the issue. 

#207567 - Agreed, she followed L2 suggestions. We are aware that MB Pro doesn't come up with a USB cable and it requires data transfer compatible cable. And, as we had discussed with Heta and agreed to ship the USB cable first. I think we should have followed the basic T/S before suggesting to downgrade the SW. 

Best regards, 
Pravesh Singh 

From: "Pritish Nandi" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, March 8, 2022 8:10:38 PM 
Subject: Re: Audit Report 07 March 2022 

Hi Pravesh, 

PFB the feedback status for 7th March. 

Check my comments for a few tickets where I think the feedback is partially incorrect. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Feedback 2 	Feedback Status 	Comments 
05/03/2022 	March 	2022 	Week 9 	206935 	GSX 300/GSP 600, Win10, No differences between 7.1 and 2.0 	Josie Lau 	Call notes not clear, Basic Probing Missing, Fragment Troubleshooting 	Other HS works fine (connected to GSX or PC), Test on a different USB port, USB hub, or DS, when the issue occurs (re-start or sleep mode), Surround sound configuration in Windows, EPOS Gaming Suite 	Shared 	It works correct with other HS with and without GSX 300 
05/03/2022 	March 	2022 	Week 9 	207214 	D 10 USB Phone, PC/3CX, No call control 	Sven Thiele 	Product Information, Subject Line, Basic Probing Missing, Documentation 	D 10 USB Phone, PC/3CX Cloud, Using WebClient or app, when did the issue start, any recent changes, should've left a note about the first call note. 		
05/03/2022 	March 	2022 	Week 9 	206800 	SDW 5016, No Call Control 	Adelina Paula Bartes 	OB call not attempted/notes missing, Issue clarification 	User - Unable to dial a number and no ring tone in the headset. Agent - no call control. Sebastian didn't confirm the required details when he called the customer. 	Shared 	She missed to check the signature 
05/03/2022 	March 	2022 	Week 9 	206880 	D10 USB ML, Yealink T53W, No ring tone on headset 	Bharat Bhushan 	Product Information, CG Not Checked, Environment Details Mismatch 	D 10 USB ML connected to EHS 40, T53W/T57W 	Shared 	Shared By Pravesh 
05/03/2022 	March 	2022 	Week 9 	207247 	EPOS Connect/SDW 5066, Windows 10, Settings not saving 	Sebastian Coldea 	Ok 	- 	Shared 	
05/03/2022 	March 	2022 	Week 9 	207256 	Adapt 230, PC, Echo A-side/Tone B-side when USB cable is plugged in 	Rosette Modiri 	Issue clarification, Documentation, Basic Probing Missing 	Dongle and cable both connected at the same time?? Windows sound setting configuration. It's a Windows 10 PC, sidetone level in Windows? 	Shared 	She was not sure about sidetone. Advised on the documentation and also further troubleshooting which needs to be done. She was not confident with the issue. 
05/03/2022 	March 	2022 	Week 9 	207118 	Adapt 560, PC, Noise B-side 	Bharat Bhattacharya 	Ok 	- 	Shared 	Shared by Pravesh 
05/03/2022 	March 	2022 	Week 9 	207396 	GSP 370, PC, Volume changes automatically 	Denisa Magda 	Irrevelant Troubleshooting 	Volume level changes - recover the headset and dongle? 	Shared 	I do think this is a valid step. If there is any issues while updating the software than this may fix it. 
05/03/2022 	March 	2022 	Week 9 	207088 	SDW5015, PC, Sound interrupted 	Grace Boussi 	LHS field not added 	Issue type not selected 	Shared 	
05/03/2022 	March 	2022 	Week 9 	207130 	GSP 670, PC, Headset not Charging 	Ritesh Kumar 	Issue Understanding 	Not Charging/Short Battery Life 	NA 	The issue understanding as per his email is correct. Not sure where do you see the fault. 
05/03/2022 	March 	2022 	Week 9 	206483 	IMPACT SC 60 USB ML, No mute sync 	Shivangi Bhattacharya 	Product Model Mismatch, Basic Probing Missing, Issue Mismatch 	ML/CTRL, does LED light up after pressing the mute button? Tried on different App/S. Mute sync or mute not working? 	Shared 	She said she will follow the template and this will not happen again 
05/03/2022 	March 	2022 	Week 9 	207072 	SDW 5066, iPhone 12, Connection being lost and auto reconnection no longer working 	Ismael Zakaria 	Fragment Troubleshooting, Product Model Mismatch 	Should've suggested changing the call audio routing setting/reset/repair before asking to test with a different android phone. SDW 60 or SDW 5066? 	Shared 	He wanted to check if the device is faulty before going into further troubleshooting. 
05/03/2022 	March 	2022 	Week 9 	206301 	ADAPT 560, Samsung Galaxy, Intermittent disconnections 	AJ Hurry 	Ok 	Should've also asked to test with a different device. 	Shared 	Pravesh shared feedback 
07/03/2022 	March 	2022 	Week 10 	207803 	GSP 370, Win10, Lost connection intermittently 	Josie Lau 	Ok 	- 	Shared 	
07/03/2022 	March 	2022 	Week 10 	207642 	GSP 370, PC, Recovery tool enquiry 	Sven Thiele 	Documentation, Ticket handling 	Subject line needs to be changed, the phone number is not requested. Wrong issue type selected in the LHS filed. 		
07/03/2022 	March 	2022 	Week 10 	207580 	SDW 5016, Gigaset T480 HX, Poor Volume B-Side 	Adelina Paula Bartes 	Ok 	Should've suggested updating the firmware, changing DeskPhone mode/mentioned clear call notes like Mic dial configuration. 	Shared 	
07/03/2022 	March 	2022 	Week 10 	207417 	D10 USB, Macbook Air, Headset automatically powering on/off 	Bharat Bhushan 	Ticket Handling 	Phone number was not confirmed over the chat. 	Shared 	By Pravesh 
07/03/2022 	March 	2022 	Week 10 	207471 	EPOS Connect, Windows 10, How to adjust sidetone 	Sebastian Coldea 	LHS field not added 	User's name not added 	Shared 	
07/03/2022 	March 	2022 	Week 10 	207567 	MB Pro 2, win 11, Firmware update fails 	Rosette Modiri 	Ticket Handling, Process Knowledge, Product Model Mismatch 	Ismael joined and left the chat 2 times without replying to the cx. Didn't confirm the phone number, suggested downgrading the EC. Didn't follow the shared process. Should've suggested swapping the cable. 	NA 	She did what was advised by Ali from L2. 

From Ali - 

For Windows 11 users , if firmware update fails using EPOS Connect 7.1 
Then please inform the customers that we'll fix the issue in EPOS Connect 7.2 

For now ask then to install EPOS connect 4.6 and update from 4.6 to 7.1, and then try to run the FW update 
In case if customer still has issue then please assign the ticket to L2 queue 

07/03/2022 	March 	2022 	Week 10 	207160 	GSP 670, PC, Short battery life 	Bharat Bhattacharya 	Ok 	- 	Shared 	
07/03/2022 	March 	2022 	Week 10 	207421 	GSP 550, PC, No Sound on B-side 	Denisa Magda 	Basic Probing Missing 	Microphone privacy setting, cable connection, firmware details. Check with a different cable?? 		
07/03/2022 	March 	2022 	Week 10 	207564 	SD Pro 2, PC, No ringtone 	Grace Boussi 	Irrelevant/Basic Probing, Documentation 	USB port on the base station it is written for firmware update only?? Softphone audio setting not checked. Case summary format not followed (EC ver and Phone Number) and environment details not added in the subject line. 	Shared 	She was not sure about the Amazon connect audio setting. Shared the information to her where she can find the ringer. She will call customer and get it resolved. 
07/03/2022 	March 	2022 	Week 10 	207725 	Gaming Suite, PC, Sound and Mic test not working 	Ritesh Kumar 	Product Information, Irrevalant troubleshooting 	Should've informed how the test feature works, re-install the software?? Didn't ask for the phone number. Notes added 	Shared 	Also phone number asked. He was not sure about how the sound test works neither he checked article. 
07/03/2022 	March 	2022 	Week 10 	207541 	ADAPT 165 USB-C II, Windows 10, No sound in left ear cup 	Shivangi Bhattacharya 	Ok 	- 	Shared 	
07/03/2022 	March 	2022 	Week 10 	207358 	ADAPT 230, Alcatel IPDesktopSoftphone, Sound being lost at B side 	Ismael Zakaria 	LHS field not added, Basic Probing Questions, Documentation 	QTY, Environment, issue details. No probing questions were asked over the phone, Case summary format was not followed (Issue Description). 	Shared 	He said the customer was busy and did not have time. Nothiong mentioned in call notes. 
07/03/2022 	March 	2022 	Week 10 	207669 	D 10 Phone, NEC IP7WW, Beeping in headset 	AJ Hurry 	Product Information 	Only the headset can be used to answer the call, not the handset. Re-start the PC - didn't require. 	Shared 	By Pravesh 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, March 8, 2022 4:52:20 AM 
Subject: Audit Report 07 March 2022 

Hello Pritish, 

Please find the audit report for today. 

ID 	Subject 	Assignee 	Feedback 	Comment 	
207803 	GSP 370, Win10, Lost connection intermittently 	Josie Lau 	Ok 	- 	
207642 	GSP 370, PC, Recovery tool enquiry 	Sven Thiele 	Documentation, Ticket handling 	Subject line needs to be changed, the phone number is not requested. Wrong issue type selected in the LHS filed. 	
207580 	SDW 5016, Gigaset T480 HX, Poor Volume B-Side 	Adelina Paula Bartes 	Ok 	Should've suggested updating the firmware, changing DeskPhone mode/mentioned clear call notes like Mic dial configuration. 	
207417 	D10 USB, Macbook Air, Headset automatically powering on/off 	Bharat Bhushan 	Ticket Handling 	Phone number was not confirmed over the chat. 	
207471 	EPOS Connect, Windows 10, How to adjust sidetone 	Sebastian Coldea 	LHS field not added 	User's name not added 	
207567 	MB Pro 2, win 11, Firmware update fails 	Rosette Modiri 	Ticket Handling, Process Knowledge, Product Model Mismatch 	Ismael joined and left the chat 2 times without replying to the cx. Didn't confirm the phone number, suggested downgrading the EC. Didn't follow the shared process. Should've suggested swapping the cable. 	
207160 	GSP 670, PC, Short battery life 	Bharat Bhattacharya 	Ok 	- 	
207421 	GSP 550, PC, No Sound on B-side 	Denisa Magda 	Basic Probing Missing 	Microphone privacy setting, cable connection, firmware details. Check with a different cable?? 	
207564 	SD Pro 2, PC, No ringtone 	Grace Boussi 	Irrelevant/Basic Probing, Documentation 	USB port on the base station it is written for firmware update only?? Softphone audio setting not checked. Case summary format not followed (EC ver and Phone Number) and environment details not added in the subject line. 	
207725 	Gaming Suite, PC, Sound and Mic test not working 	Ritesh Kumar 	Product Information, Irrevalant troubleshooting 	Should've informed how the test feature works, re-install the software?? Didn't ask for the phone number. Notes added 	
207541 	ADAPT 165 USB-C II, Windows 10, No sound in left ear cup 	Shivangi Bhattacharya 	Ok 	- 	
207358 	ADAPT 230, Alcatel IPDesktopSoftphone, Sound being lost at B side 	Ismael Zakaria 	LHS field not added, Basic Probing Questions, Documentation 	QTY, Environment, issue details. No probing questions were asked over the phone, Case summary format was not followed (Issue Description). 	
207669 	D 10 Phone, NEC IP7WW, Beeping in headset 	AJ Hurry 	Product Information 	Only the headset can be used to answer the call, not the handset. Re-start the PC - didn't require. 	

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

Best regards, 
Pravesh Singh