Subject: Ticket Audit - 19th May 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 19 May 2022 13:19:15 -0700 (MST)

Hi Pritish, 

Please find the audit report for today. And, can we please anyone else to take Enterprise chats; Ritesh is not able to ask the probing questions, and that might delay the resolution for the customers? 

ID 	Subject 	Assignee 	Feedback 	Comment 	
222569 	GSX 300/H3, Win10, Needs to replug USB after reboot 	Josie Lau 	Ticket Handling, Basic Probing Missing 	Right after the call, the agent attempted to call back three times (no call notes). No probing questions asked over the phone. 	
222666 	SDW 5065, PC/MacOS 12.3.1/Yealink T48S, No call control 	Sven Thiele 	Ticket Handling, Product Knowledge, Basic Probing Missing, Irrelevant Troubleshooting 	CG not checked (USB cable), didn't ask to test on DHSG mode, should've asked for a picture of the cable connection, or shared the EHS 36 quick guide. Phone FW version not confirmed (must be checked with EHS 36). Is Phone connected along with the PC. HS goes red after undocking, perform forced pairing?? The agent didn't clarify why the led went red. Cross test the HS and BS?? 	
222679 	IMPACT SC 262, Avaya 9641G, No Sound on One Side 	Adelina Paula Bartes 	Ok 	Should've checked duplicate ticket and asked for the serial number before escalating to L2 . 	
223518 	SC 260 USB MS II, Spare cable where to buy 	Sebastian Coldea 	Product Knowledge, Documentation 	Art number 504406 - SC 260 USB CTRL not MS and the CTRL (bottom cable) isn't detachable. Phone number not updated and wrong issue type selected. 	
221995 	BTD 800, SDW 5033, No connection 	Tiantian Xiang 	Documentation, Ticket Handling 	Subject line format, user name not added (LHS). Didn't share the steps on how to update the firmware or download link, record a video?? 	
222800 	H3 Pro Hybrid, Robotic noise on B-side 	Denisa Magda 	Ticket Handling 	Should've asked to test after reattaching the mis (current FW 1.3.3), updated the phone number and called the customer. 	
223502 	SDW 5066, Alcatel-Lucent 4039, No sound A/B side 	Grace Boussi 	Basic Probing Missing 	LED status on the HS & BS. Or, testing with a PC (if possible). 	
223327 	H3 Hybrid, PC, No sound left A side 	Ritesh Kumar 	Ticket Handling 	Didn't ask for the phone number, didn't address the customer's questions, and escalated to L2. Asked repeatedly T/S. 	
222820 	EPOS Connect, Win 11, Compatibilty information 	Shivangi Bhattacharya 	Ticket Handling 	OB call not attempted, should've updated the LHS field (Product) 	
222981 	ADAPT 660, mac book/iPhone, Low Audio 	Ismael Zakaria 	Documentation 	LHS field not updated 	
222797 	SD Pro 2, PC, Headset doesn't connect to base 	AJ Hurry 	Documentation, Repeated Questions, Basic Probing Missing 	No case summary, what device is connected to HS. Should've asked for the LED status and screenshot of the EC in the first response. Didn't follow up to confirm the phone number. Environment details not updated in the subject line. 	
223098 	Expand SP 30T, Microsoft Teams, No sound B side 	Jeet Behera 	Basic Probing Missing, Repeated Questions 	Teams, firmware, EPOS Connect version, sound setting configuration. Teams device settings are already shared. 	

Best regards, 
Pravesh Singh