Subject: Re: Audit Report - 4th April 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 6 Apr 2022 04:43:04 -0700 (MST)

Hi Pravesh, 

Feedback shared with all the agents. Could you please audit some chats and calls and share feedback? 

Also, if Sven/Grace following the case summary format? 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, April 5, 2022 6:57:28 AM 
Subject: Audit Report - 4th April 2022 

Hello Pritish, 

Please find the audit report for today. 

ID 	Subject 	Assignee 	Feedback 	Comment 	
213994 	D10, EPOS Connect, Device not supported error 	AJ Hurry 	Ok 	- 	
213690 	SDW5066, 3CX, Calls permanently on held notification 	Ismael Zakaria 
	Documentation 	Incorrect environment type selected (PC instead of Soft-phone - 3CX) 	
214066 	DW Pro 2, Mac, Software compatibility informaton 	Shivangi Bhattacharya 	Documentation, Product Information 	Product model mismatch, environment details (OS version) missing in the subject line and LHS field. User - OS version 10.XX. Agent - Install EC (not compatible). User's phone number not requested. 	
213881 	Installation Issue 	Ritesh Kumar 	Documentation 	Software name missing in the subject line, "Issue". Case summary format not followed (issue description). 	
214049 	GSP 370, PC, Recording and playback are greyed out 	Grace Boussi 	Documentation, Ticket Handling 	TS - Reinstalled GS did not solve the issue. User hasn't mentioned, and agent requested again to re-install. LHS field and subject line not updated. The issue is resolved, agent continued to troubleshoot. Didn't share the download link for the EGS version 1.8. Workaround should've suggested in the first response. 	
213737 	Impact SC 165, Windows 10, No Sound B-side 	Bharat Bhattacharya 	Ok 	Customer's name and phone number not updated in Zendesk. 	
213173 	GSP 670, PC Win11 and iPhone 13 Pro MAX, Poor Volume on A-side 	Denisa Magda 	Documentation 	Case summary format not followed (issue desc.), customer's name and phone number not updated in Zendesk. 	
214281 	Chat with Katja 	Sebastian Coldea 	Ticket Handling 	No action taken, responded after 08 min. 	
213877 	ADAPT 260, DELL Precision 7560, No Connection 	Adelina Paula Bartes 	Documentation, Ticket Handling 	No case summary. User- unable to connect the HS to the dongle (Dell PC). Agent- how can we help you? Phone number not requested. 	
213803 	DW Pro 2, PC/Win10/Swixlt, No call control 	Sven Thiele 	Documentation 	Product model mismatch, did not confirm the complete HS model. Issue type not updated, incorrect softphone model captured. Softphone version should've been confirmed over the call. 	
213821 	Gaming Series, PC, Product information 	Josie Lau 	OK 	- 	
213654 	Adapt 660, Mac, Online video streaming stops 	Jeet Behera 	Ticket Handling, Basic Probing Missing 	Didn't check for the duplicate ticket. Didn't share the link to download the EC. Didn't clarify where to disable the Smart Pause. Should've asked for the OS version, check if the BTD 800 is in use. Softphone running in the background. 	
213814 	Adapt 660, PC, No sound B-side 	Tiantian Xiang 	Ticket Handling 	OB call not attempted, disarray troubleshooting 	

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

Best regards, 
Pravesh Singh