Subject: Feedback Session - 18/06/2022
From: Pritish Nandi <[email-masked]>
To: Shivangi Bhattacharya <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Fri, 17 Jun 2022 20:25:10 -0700 (MST)

Hi Shivangi, 

PFB the tickets we discussed today in our meeting. 

Work on the following: 
1) Correct documentation 
2) Frame your questions correctly and inteligently 
3) Do not ask irrelevent questions. Understand the issue correctly first and what might be causing it before diagnostics. 
4) No Assumtion 
5) Have your probing in place and do not skip anything to resolve tickets faster 

We will review your tickets on Monday to understand if these are followed on calls/chats/emails. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 
17-June 	June 	2022 	25 	229459 	DW Pro 1 Phone, Gemini IQ 335, No ringtone in the headset during an incoming call 	Shivangi 	Basic Probing Missing, Product infomation, Call handling skills, Assumption, Nothing done to identify the cable or the setup on call 	Call Duration: 6:15 - Customer called to report the headset has no ringtone when connected to Deskphone, Customer using Audio cable. Did not confirm correctly as the custoemr was confused, Did ask about DIP switches without explainaing what it is. We are not even sure if EHS cable is used so why asking about DIP switch? Advised the customer that the call control will not work with Audio cable? Customer never complained about call control. They only said that they have ni ringtone on HS when there is a incoming call. Never asked the customer to check the cable and confirm which cable it is actually. Assumed on call. Use SLA reset email incorrectly. 
17-June 	June 	2022 	25 	229447 	PC 8 USB, Windows, Unspecified issue 	Shivangi 	OK 	Customer sent email advising they have 10 PC 8 headset which does not work. Agent shared excel sheet and asked to provide more info. 
17-June 	June 	2022 	25 	229364 	H3PRO Hybrid, Windows, Sound cutting out A-side 	Shivangi 	Incorrect Case Summary format, Incorrect Question formating , Irelevent question, Subject line incorrect environment 	Customer was faicng intermittent audio drop outs on A side, Agent wrote all troubleshooting under troubleshooting whch is not even performed. This should have been added to Current Status section. The question "What is the OS version of the device you are on?" is inot correct. We should have asked him " Please confirm the device you are using this headset with? (Win, Mac, iPhone, Android Phone etc). The question "What is the firmware version of the headset? should have not been asked until it was required. First priority is to find out the issue and then diagnose. The HS should would without updating the FW version. So that is a the last question we should have asked and also told them the steps to check it. Selected WIn on the subject line where in customer never confirmed which platform. 
17-June 	June 	2022 	25 	229454 	SC 160 USB-C, Windows, Poor volume A-side 	Shivangi 	Basic Probing Missing 	CHAT Duration :17 Mins, Indian customer raised issue for SC 160 HS. They have had issues with 10-15 headsets. Agent should have confirmed the exact issue and should have probed correctly? We could have escalated it for L2 review. 
17-June 	June 	2022 	25 	228143 	MB Pro 2, Windows 10, Shuts down immediately after it starts 	Shivangi 	Fragmented troubleshooting 	Agent never provided all troubleshooting steps to the customer, should have asked if the HS is charging correctly and if he did charge it well. Last time the issue was resolved with FW update. After that did something happen? Did he change anything?, 

Regards, 
Pritish Nandi