Subject: Audit Report 17th March 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Thu, 17 Mar 2022 17:10:16 -0700 (MST)

Hello Pritish, 

Please find the audit report for today. 

ID 	Subject 	Assignee 	Feedback 	Comment 	
210487 	D 10 Phone, Polycom VVX 411 via CEHS PO-01, No call control 	Shivangi Bhattacharya 	Documentation, Product Information, Basic Probing Missing 	No Case Summary, LHS field not filled (details available). Unclear call notes (FW version missing, confirmed over the phone). Incorrect firmware file sent, didn't advise to check for the updates. LED status of HS and BS, cable connection 	
210251 	DW 10 phone, Alcatel-Lucent 4035 advanced reflexes, Double click needed to pick up calls 	Ismael Zakaria 	Documentation 	No Case Summary (should've put a case summary when the user contacted us back), Proposed Solution filled out. Grace - no notes explaining why the call wasn't transferred to the agent. 	
209633 	SDW D1 USB, SDW 5066, Compatibility 	AJ Hurry 	Ok 	- 	
210433 	H6PRO, PC, Not able to connect mic 	Ritesh Kumar 	Issue understanding, Documentation 	Should've asked to clarify the issue (hardware issue or mic isn't working). Case summary - complete HS model and phone number missing. 	
210055 	MB Pro 2, 3CXPhone, No call control 	Grace Boussi 	Documentation 	Product model mismatch, Environment, and details (LHS field) - PC and 3CX? 	
209811 	GSP 550, PC Win11, No Sound on A-side 	Denisa Magda 	Documentation, Basic Probing Missing 	Environment details mismatch, cable connection, sound setting configuration not checked 	
210389 	Adapt 560, Win 10, Talkthrough not working 	Bharat Bhattacharya 	Basic Troubleshooting Missing, Ticket Handling, Issue Understanding 	Didn't ask to decrease the sidetone (known issue) and suggested downgrading the firmware. Phone number not confirmed over the chat and EPOS Support number not shared. 	
210327 	SC DB 1/SDW 10 HS, Yealink T41 S, Pre-sales enquriy 	Sven Thiele 	Documentation 	Unable to follow either with the call note or case summary. SDW 10 HS can't be connected to a phone, SC DB 1 seems to be the model number of a USB headset. Case summary format not followed. 	
210243 	GSP 670, Win 11, Lift to mute not working 	Josie Lau 	Basic Probing Missing 	Firmware version, testing with the USB cable, click noise can be heard, swapping USB ports 	
210033 	IMPACT MB PRO 2, Connection Being Lost 	Adelina Paula Bartes 	Ok 	Should've checked if the customer can test the headset with a dongle. LHS field not updated (environment). 	
210110 	ADAPT 560, Windows 10, Talkthrough not working 	Sebastian Coldea 	Issue understanding, Ticket Handling 	Didn't ask to decrease the sidetone (known issue) and confirm the phone number. Shared the firmware file. LHS field not updated (environment and name). 	
208617 	GSP 670, PC, Ear pad torn 	Tiantian Xiang 	Ok 	SLA Breached - saved the email in the internal notes instead of sending it to the customer. 	
210239 	Unspecified, PC, Microphone not Working 	Jeet Behera 	Ticket Handling, Documentation 	OB call not attempted, LHS filed not updated (phone number) and incorrect issue type selected. Environment (SP model) details missing in the subject line and case summary format not followed. 	

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=IVL3Cm 

Best regards, 
Pravesh Singh