Subject: Re: Audit Report - 30th March 2022
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: "Pravesh Singh (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Thu, 31 Mar 2022 14:10:22 +0000

thanks, how are his other calls? can we please listen to some more calls for him and see how he is doing? Please share feedback.

regards,
deeksha
________________________________
From: Pritish Nandi <[email-masked]>
Sent: Thursday, March 31, 2022 6:10 PM
To: Deeksha Dadu <[email-masked]>
Cc: Pravesh Singh (LSM) <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Audit Report - 30th March 2022

Hi Deeksha,

I have spoken to him already. Most of the team members are struggling with Dect Products.

I already have had call with Heta on this and she said we will have a refresher visiaul training for this again to clear some concepts.

Also, sent you a scenario based guide which I have created after discussion. That would be completed by Monday and will be sent to Heta to give us a go ahead and will enforce this.

Hopefully calls for DECT products will improve.

Regards,
Pritish

________________________________
From: "deeksha" <[email-masked]>
To: "Pravesh Singh" <[email-masked]>, "Pritish Nandi" <[email-masked]>
Cc: "saurabh" <[email-masked]>
Sent: Thursday, March 31, 2022 6:01:45 PM
Subject: Re: Audit Report - 30th March 2022

Hi Pritish,

The feedback for Jeet is very concerning.

Have you spoken to him? Looks like he needs a lot of retraining here. Please listen to more of his calls and let me know what is happening?

Regards,
Deeksha
________________________________
From: Pravesh Singh <[email-masked]>
Sent: Thursday, March 31, 2022 5:19 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Audit Report - 30th March 2022

Hi Pritish,

Here is the audit report for today. Can you please review this ticket #213085 and advise if this needs to be re-opened? The sales opportunity size for headsets is 200 and the correct details weren't shared over the phone. And, please do speak to Sven again. He is still not following the case summary format.

ID      Subject Assignee        Feedback        Comment
212436  ADAPT 560, PC, Lowered Bluetooth range  AJ Hurry        Ok      Call duration: 14:57 min. Environment details not updated in the subject line and LHS field.
212648  SDW 5066,Yealink SIP-T54W, Compatibility guide  Ismael Zakaria  Documentation   Product model mismatch, the user has SDW 5036, not 5066. Different issue were reported and we shared the compatible adapter. No call notes explaining whether the first issue was resolved or not.
212221  D 10 USB ML, PC, Volume needs to turned up everytime a call is answered Shivangi Bhattacharya   Ticket Handling Steps to update the firmware were not shared as mentioned in the summary.
212530  GSP 670, PC , Battery percentage not showing    Ritesh Kumar    Documentation   Proposed solution filled out, case summary format not followed (EGS version. Issue des.). Either we should've asked for the phone or closed the ticket after the first response.
212821  UI 20 BL USB, PC, Configuration Grace Boussi    Product Information, Ticket Handling    Chat Duration: 32 min, EPOS HS is required for busy light to sync with compatible soft phone (wasn't entirely sure). Should've called the user to explain how this setup works, rather than sending emails.
212452  H6 Pro-open, Win 10 PC & Xbox, Connection being lost    Bharat Bhattacharya     Ok      -
212131  MB Pro 2 UC ML, Windows 10/SNOM D785, Multiple bt connection    Sebastian Coldea        Documentation   LHS not filled out
212791  IMPACT DW PRO 2, No Sound on B-Side     Adelina Paula Bartes    Ticket Handling We can't assure if T/S will work? OB call not attempted to asked the probing questions.
212491  MB Pro 2, PC/Win10, Device not detected Sven Thiele     Documentation   Case summary format not followed, didn't ask for the phone number in the second email.
212242  GSP 370, Win10, Poor volume right A side        Josie Lau       Ok      -
212978  GSP 370, Win 11, No connection  Tiantian Xiang  Ok      -
212328  SC 260 USB MS II, Cisco Jabber, Hang up button not working      Jeet Behera     Documentation   LHS not filled out (Name & Phone), Subject line - issue type
213085  SDW 5036, PC, Firmware update failed    Jeet Behera     Product Information, Call Handling, Basic Probing Missing, Documentation        Call duration: 46:17 min. The agent wasn't aware of what headsetup pro is. Product model mismatch. Repeated questions and irrelevant probing. Multiple dead air during the call. The user is testing 20 HS, should've explained about the EPOS Manager. Environment details (Cisco 8851) missing. 27:40 min - Sales opportunity size in headsets is 200 not 0. Didn't share the link for the compatible EHS cable.
212746  PC 8.2 USB, PC Win11 PRO, Crackling noise on A-side     Denisa Magda    Ok      -

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=J78yM8

Best regards,
Pravesh Singh