Subject: Audit Report - 10th May 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 10 May 2022 16:44:57 -0700 (MST)

Hello Pritish, 

Please find the audit report for today. I want to bring this to your attention that still we aren't asking to add the correct contact details of the customers in Zendesk. I am seeing a few manual call notes on the ticket where customers phone number wasn't added in the profile. 

ID 	Subject 	Assignee 	Feedback 	Comment 	
221135 	GSP 670, Win10, No sound B side 	Josie Lau 	Documentation, Ticket Handling 	Issue description mismatch, opened a new ticket for a different issue (same headset)?? 	
220911 	SDW 5016, PC/Mac OS Monterey, Battery short life 	Sven Thiele 	Ok 	Should've asked these probings over the phone: LED (battery) status on the BS, on the HS, is it being fully charged? 	
221177 	IMPACT SDW 5066, Windows 10/Microsoft Teams, Headset not recognized 	Adelina Paula Bartes 
	Ok 	Should've checked the MS Teams device settings 	
221328 	DW Office ML, Spare parts where to buy 	Sebastian Coldea 
	Product Information 	Charging stand (CH 10 1000721) is available. It can be charged without the BS. 	
220833 	GSP 600/GSX 1200 Pro, Mac, Setup guidance 	Tiantian Xiang 	Documentation 	A different HS model selected in the LHS field, issue type (LHS) mismatch. 	
221075 	GSP 670, Win10 Pro, No sound on B-side 	Denisa Magda 	Ticket Handling 	Repeated questions (test on a different device and phone), didn't follow for the phone number. User's contact details not updated in Zendesk. 	
221337 	ADAPT 165 USB, PC, Headset not working as expected 	Grace Boussi 	Documentation, Ticket Handling 	Subject line: PC and Headset not working as expected?? Delayed response, SLA reset sent?? Should've called the customer to ask for the softphone and Windows version (probing). Issue type mismatch in the LHS field. 	
221542 	New ticket from +13128182271 	Ritesh Kumar 	Ticket Handling 	Inbound call, no action taken. Contact details missing, case summary and Zendesk field not updated. Should've collected the reseller's contact details and created a case summary. 	
220847 	DW Office, Mitel Soluno, No call control 	Shivangi Bhattacharya 	Ticket Handling, Documentation, Basic Probing Missing 	Chat handling - should've asked for the end user's contact details or reseller's phone number to follow up. Should've confirmed the exact HS model and installed FW version (on working devices) before sending the FW files. Brand, group, and HS model (LHS) mismatch. 	
220848 	BTD 800 USB, PC, RMA query 	Ismael Zakaria 	Irrelevant Troubleshooting 	Issue isn't clear, and we suggested a few troubleshooting?? Didn't address the customer by her correct name. 	
220539 	SD Office ML, Yealink T46G, Call control 	AJ Hurry 	Ok 	- 	
221373 	DW Office ML, Polycom SoundPoint IP 335, No dial tone 	Jeet Behera 	Documentation, Basic Probing Missing 	Chat duration: 41 min, HS model mismatch, LED status on the BS and HS upon pressing the MFB. Does phone detect the HS, ABC and DIP switch configuration. 	

Best regards, 
Pravesh Singh