Subject: Re: Audit Report - 21st March 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 23 Mar 2022 05:24:58 -0700 (MST)

Hi Pravesh, 

I have shared all the feedback from 16th March onwards till now with the agents today. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, March 22, 2022 5:46:20 AM 
Subject: Audit Report - 21st March 2022 

Hello Pritish, 

Please find the audit report for today. 

ID 	Subject 	Assignee 	Feedback 	Comment 	
210702 	ADAPT 560, PC and iPhone, Intermittent disconnections 	AJ Hurry 	Basic Probing Missing 	Call duration: 5.8 min, both devices (PC and iPhone) connected at the same time, call audio routing setting, BTD 800 is in use. Should've advised configuring the default softphone (Teams). 	
210578 	DW 10 Phone, Deskphone, Installation Guidance 	Ismael Zakaria 	Documentation, Ticket Handling 	Environment details missing in the subject line and LHS field. Issue type mismatch (CG Info/No CC) didn't confirm the end-user's email and continued sending emails to the reseller. Should've confirmed with the end-user if we can close the ticket (Compatibility info). 	
210952 	GSX 300, Windows, No sound 	Shivangi Bhattacharya 	Ok 	- 	
210935 	GTW 270/GTW 270 Hybrid , Product information 	Ritesh Kumar 	Documentation, Ticket Handling 	Case Summary format not followed (Issue description and name). Should've specified more clearly what is the difference and advised to check with the resellers once as well (as some of them have listed Hybrid as GTW 270 only) Didn't share the EPOS Support number. Should've closed the ticket (pre-sales info). 	
210597 	DW ML, PC, Cannot receive calls 	Grace Boussi 	Documentation, Call handling, Basic Probing Missing 	Product model mismatch, Attention to details DW Office ML (user), DW ML & DW 30 (agent). OS version, LED status, USB connection type. 
	
210459 	GSP 370, PC, No Lift-to-Mute function 	Denisa Magda 	Ok 	Should've confirmed the OS version of the PC. 	
210690 	GSX 1000, Product information 	Bharat Bhattacharya 	Ok 	- 	
210849 	SDW 5036, iPhone SE, No call control 	Sebastian Coldea 	Ok 	The user's name isn't added in the LHS field 	
210744 	ADAPT 130 USB, Connection being lost 	Adelina Paula Bartes 	Ticket Handling 	OB call not attempted/notes missing 	
210759 	SDW 30 HS, PC/Win10, Short battery life 	Sven Thiele 	Documentation, Product Information 	Case Summary format not followed (Issue description and Phone number). SDW 5031/61, BS connected to the main power supply and reset the BS? Should've clarified the HS model and qty. Also, the LHS field is not updated. 	
210765 	GSX 300, Win11, Not power on 	Josie Lau 	Ok 	Should've asked to test with a different PC 	
210673 	H6 Pro-Closed, PC, Product Information 	Tiantian Xiang 	Ok 	Either we should've asked for the phone number or closed the ticket (general information). 	
208625 	Adapt 660, Microphone not working 	Jeet Behera 	Ticket Handling, Documentation, Product Information 	OB call not attempted, Environment details missing in the subject line and LSH field, Mic not working - test with audio cable? 	

Best regards, 
Pravesh Singh