Subject: Re: Review #209325
From: Pravesh Singh <[email-masked]>
To: hnyr <[email-masked]>
Date: Tue, 15 Mar 2022 17:08:09 -0700 (MST)

Hello Heta, 

Thank you for your email. I would say that this ticket could've been handled within a min if the agent would have paid attention to the details. 

After 25 seconds the caller mentioned that I have got a specific cable to connect the headset, we should've clarified it then and there what cable he is referring to. 

Second, at 4:00, he mentioned that the cable model is DHSG EHS by GN (Jabra owned by GN Audio) and the agent responded that yes this is the correct cable. In the shared picture, we can clearly see a blue-colored tape on the cable. The agent should know that EPOS doesn't have any cable marked with Blue color. 

At 8:30 (repeated at 9:30), the user mentioned that one end of the cable splits into two cable outputs, still, the agent wasn't able to follow up and keep on saying that yes that's correct, continued to troubleshoot. 

And, even if we assume that the customer had the compatible cable, we didn't ask the relevant probing questions. Please let me know if this needs to be shared with the management and the agent. 

Best regards, 
Pravesh Singh 

From: "hnyr" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Sent: Tuesday, March 15, 2022 5:14:17 PM 
Subject: Review #209325 

Hi Pravesh, 

Could you please review this ticket and listen to the calls? The customer said in the first call that he has a cable with a blue sticker made by GN (Jabra), but the agent never realized this and the correct information was not provided to the customer. 

This should have been a simple call to check the right connector very fast in the call and explain it to the customer. Instead the first call was already very long and lead to no resolution. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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