Subject: Re: Call Audit - 18th May 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 18 May 2022 21:24:57 -0700 (MST)

Thank you Pravesh, 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Thursday, May 19, 2022 4:59:14 AM 
Subject: Call Audit - 18th May 2022 

Hello Pritish, 

Here is the call audit report. I've seen that most of the calls are being handled within 15 minutes. However, the agents are still not asking the probing questions shared in the google sheet. I've started working with Jeet in the last hour on the headsets to improve the product knowledge. 

ID 	Subject 	Assignee 	Feedback 	Comment 	
223375 	GSP 600, PC, Volume fluctuations 	AJ Hurry 	Ok 	Call duration: 09:23 min, asked for the invoice without prior approval. 	
223305 	SDW 5066 - UK, Yealink SIP-T46U, Noise A-side 	Jeet Behera 	Product Information, Documentation 	Call duration: 17:18 min. User- SDW 60 + SDW 5 BS + BTD 800, agent couldn't figure out the HS model?? Should've checked the mic dial configuration over the phone. Phone number and name not added to the LHS field. CG guide not checked, should've suggested checking with the USB cable. 	
222605 	GSP 670, Windows 11, Headset loosing connection 	Shivangi Bhattacharya 	Basic Probing Missing, Documentation 	Call duration: 05:52 min. Led status, FW version. Unplugging, re-plugging dongle resolve the issue, it's an intermittent issue (Call Notes). 	
223311 	BTD 800 USB, Plantronic MDA200, Compatibility 	Ismael Zakaria 	Product Information, Ticket Handling 	Call duration: 04:24 min. First statement - BTD 800 can't be used with Plantronics hearing aid. Ticket closed under the generic email, relevant case notes not added, and didn't confirm the phone number. 	
222998 	IMPACT MB Pro 1, NA, Product details 	Grace Boussi 	Ok 	Call duration: 37:27 min. The call could've been shorter if the agent would've given an overview of the product/services instead of discussing briefly. 	
222270 	GSP 670, Sound only in left earcup and mic doesn't mute 	Jeet Behera 	Documentation, Product information 	Call duration: 14:53 min, call notes: Microphone intermittently doesn't work. Not very confident on how to put the headset in pairing mode, do we need to remove the dongle? Had to put the customer on hold and look for the details. 	

Best regards, 
Pravesh Singh