Subject: Audit Report - 21st June 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 21 Jun 2022 13:30:20 -0700 (MST)

Hello Pritish, 

Please find the audit report for today. And, can you please advise Ismael to be more attentive while working on RMA tickets? #229970, he should've referred the user to the reseller for a replacement. Also, we need to go through the entire email thread when approving the RMAs on Ritesh's tickets. He isn't following along with the reported issues and is not even clarifying. 

21 	June 	2022 	26 	229970 	H6PRO Open, Win 10 , Headset not connecting to PC via PC cable 	Ritesh Kumar 	Issue Understanding/Clarification 	No sound can be heard or the PC doesn't detect the headset. The agent should've attempted to call the user and clarify the issue. The headset was purchased within 30 days, we approved for the RMA and replaced the cable instead of referring to the reseller. 
21 	June 	2022 	26 	229616 	Hello 2 Device ,Product Support 	Ritesh Kumar 	Irrelevant Probing 	User - I've Hello2 Device by Solaborate. Agent - confirm if you have any of these following devices. The agent should've created a case summary and escalated it to either Enterprise Support or L2. A third party website redirecting the customers to our website. 
21 	June 	2022 	26 	229715 	Gaming Suite, Features not working 	Ritesh Kumar 	Irrelevant Troubleshooting, Product Information 	Re-install EPOS Gaming Suite, install EPOS Gaming Suite on a different PC and share the Windows version. The agent should've explained how sound/audio test works in the software. And, elaborate on the game audio-related issue. 
21 	June 	2022 	26 	229964 	H3PRO Hybrid, PC, Audio Delay and headset not detected in Gaming Suite 	Ritesh Kumar 	Issue Understanding, Irrelevant Troubleshooting, Basic Probing Missing 	There is a delay when connected to the the dongle (only). EGS doesn't detect the HS when connected using internal BT (expected behavior, not an issue). Re-install the EGS, check USB power setting, confirm Windows version, test the headset with console cable. Swap the USB port (2.0), disable/turn off other wireless devices connected nearby. 
21 	June 	2022 	26 	229127 	H3PRO Hybrid, Win 10, Surround Sound not working 	Ritesh Kumar 	Issue Understanding, Irrelevant Probing, Basic Probing Missing 	User - changing pre-sets/EQ, switching audio streaming mode doesn't make any difference on the sound quality. The issue occurs when the user turns on the PC. Agent - surround sound doesn't work. Re-install the EGS, reset. Since the issue only occurs after restarting the PC, the agent should have checked the USB power setting, swapping USB ports and configuring surround in Windows. 

21 	June 	2022 	26 	229933 	H3 Pro Hybrid, PC, Not charging 	Kesia Nicole Belleza 	Issue Clarification, Basic Probing Missing 	Not pairing to the dongle (call notes) or not charging (case summary). No probing questions were asked over the phone. Case summary format not followed. 
21 	June 	2022 	26 	229910 	GTW 270 Hybrid, Cannot connect on dongle and Bluetooth, Device not recognized 	Kesia Nicole Belleza 	Irrelevant Probing, Basic Probing Missing 	OS version of the PC, where to connect the earphones?? LED status on the charging lid and dongle when trying to pair. Install EPOS Connect, connect it via USB cable and check for the firmware. Didn't ask for the phone number. Incorrect subject line format. 
21 	June 	2022 	26 	229799 	SDW 5015, Compatibility guide 	Kesia Nicole Belleza 	Issue Understanding, Irrelevant Probing 	Not a compatibility issue. Both DPs need the same EHS cable. Multiple HSs connected to the environment (distance 3 meters) and agents voice interfering. Should've tried changing the range and informed that the headsets setup very closely might interfere with each other. Case summary, subject line format not followed. LHS field not updated, didn't ask to setup a call or a good time to call back. EPOS Support number not shared. 
21 	June 	2022 	26 	229013 	SC 60 USB ML, repair 	Kesia Nicole Belleza 	Irrelevant Probing, Basic Probing Missing 	OS version of the PC, explain about the issue. Connection type, sound setting configuration, mic properties, cross-test? Case summary and LHS field not updated. Didn't ask for the phone number. EPOS Support number not shared. 
21 	June 	2022 	26 	227760 	GSX 300, No device found on Gaming suite 	Kesia Nicole Belleza 	Product/Compatibility Information, Basic Probing Missing 	FW version of the HS? OS version of the PC, didn't share the complete troubleshooting steps. Re-install the EGS, check the service status, connect directly to the USB port (2.0). When did the issue occur? Didn't ask for the phone number and EPOS Support number not shared. 

Best regards, 
Pravesh Singh