Subject: Fw: Audit Report, 23rd March 2022
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>, "Pravesh Singh (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Thu, 24 Mar 2022 07:54:41 +0000

thanks @Pravesh

@Pritish Nandi (LSM)<mailto:[email-masked]> please speak with Ismael. The flow is not high now so I would like to know why and how he missed the chat.

Also, can I please get some detailed feedback on how Jeet is doing on calls and tickets?

thanks

Regards,
Deeksha
________________________________
From: Pravesh Singh <[email-masked]>
Sent: Thursday, March 24, 2022 5:36 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: Audit Report, 23rd March 2022

Hello Pritish,

Please find the audit report for today.

ID      Subject Assignee        Feedback        Comment
211111  GSP 670, Win10, Microphone is not working properly      Josie Lau       Ok      -
211467  MB Pro 2, PC/Win 10, Epos Connect 7.1/ SDK-Version NA   Sven Thiele     Documentation   Issue description not clear - the subject line. Qty is 3, not 1, irrelevant internal notes. The user's phone number was not requested in the first response.
211207  IMPACT DW PRO 1 ML-EU, Not charging     Adelina Paula Bartes    Ok      Decided to call the customer instead of continuing chatting. Escalated to L2 instantly, as per the procedure.
211227  DW 10 Office, Ear hook where to buy     Sebastian Coldea        Ticket Handling EPOS Support number not shared. Should've closed the ticket (pre-sales query). Type "Question"
210992  GSP 370, PC, Headset not Charging after the Software-Update     Denisa Magda    Ok      Grammatical errors
211271  SD pro 1 ML, PC, Magnet detached        Grace Boussi    Ok      -
210969  B20 , PC, Mic not detected in Gaming Suite      Ritesh Kumar    Ticket Handling, Basic Probing Missing  OB call not attempted/notes missing, Case summary format not followed (phone number and issue description). Confirm the firmware of the device?? Should've asked to check the software services.
211372  IMPACT SC 230, MS Teams, Call control unit unresponsive Shivangi Bhattacharya   Documentation   Product model mismatch (Subject line and LHS field). No case summary
211478  EPOS Busylight, MS Teams, Not working   Ismael Zakaria  MISSED CHAT - Basic Probing Missing, Documentation      Busy Light model (can be guessed), HS model. LHS field not updated. The agent should know that an EPOS headset is recommended for such a setup. OB call not attempted (Tue 21:08).
211032  SDW 5033, MacBook, No sound     AJ Hurry        Ticket Handling, Basic Probing Missing  OB call not attempted/notes missing. User- doesn't work with Mac using an adapter, works fine with Windows. Agent should've asked to confirm the model of the adapter.
210966  GSP 670, PC, Volume needs to be adjusted when restart   Tiantian Xiang  Ticket Handling, Fragment Troubleshooting       OB Call not attempted/notes missing, EPOS Support Number not shared. Reset steps not attached, recover the headset (GSP 670). Should've asked to confirm the last version, OS version of the PC.
211359  D-10 Phone US, Alcatel Lucent 8008, Set ringtone on headset     Jeet Behera     Fragment troubleshooting, Basic Probing Missing Didn't clarify how to adjust the recommended setting. Should've asked a few probing questions to understand the setup. OB Call not attempted (Time-mismatch)
211333  GSP 670, Win 11, Microphone and speakers greyed out     Bharat Bhattacharya     Documentation, Ticket Handling  No case summary, OB call not attempted, EGS file not attached

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=Rx8Uj2

Best regards,
Pravesh Singh