Subject: Re: Audit Report - 28th June 2022
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: "Pravesh Singh (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 28 Jun 2022 12:59:04 +0000

ok, please email her these audits today to read on her own so that she doesn't continue making these mistakes, let me know when you have spoken to her tomorrow. Thanks
________________________________
From: Pritish Nandi <[email-masked]>
Sent: Tuesday, June 28, 2022 6:25 PM
To: Deeksha Dadu <[email-masked]>
Cc: Pravesh Singh (LSM) <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Audit Report - 28th June 2022

Hi Deeksha,

I have not spoken to Grace on this and will speak to her tomorrow. I was very busy today with the two new agents and RMA's.

I will keep a session with her this Saturday.

Regards,
Pritish

________________________________
From: "deeksha" <[email-masked]>
To: "Pravesh Singh" <[email-masked]>, "Pritish Nandi" <[email-masked]>
Cc: "saurabh" <[email-masked]>
Sent: Tuesday, June 28, 2022 1:49:17 PM
Subject: Re: Audit Report - 28th June 2022

Hi Pritish,

It is concerning to see such feedbacks for both Grace and Ismael, both of them have been here long enough I am aware that Ismael is on leave but have you spoken to Grace about this? Please warn her very strictly about repeating such mistakes. This Saturday, may be let's do session with Grace for sure...

Regards,
Deeksha
________________________________
From: Pravesh Singh <[email-masked]>
Sent: Tuesday, June 28, 2022 3:54 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Audit Report - 28th June 2022

Hi Pritish,

Please find the audit report for today.

Date    Month   Year    Week    ID      Subject Assignee        Feedback        Comments
27      June    2022    27      231343  ADAPT 460T, PC, Unresponsive unit       Grace   Irrelevant Probing      Reset the headset, LED status on the dongle. Incorrect issue type selected.
27      June    2022    27      231326  GSX 300, PC, Not powering on    Grace   Repeated Question       Swap the USB cable. Didn't ask for the user's phone number.
27      June    2022    27      230565  DW Pro 2 USB ML, Win 10, Hissing sound on A side        Grace   Basic Probing Missing   Call duration: 05:35 min. It's a permanent or intermittent issue. Microphone sensitivity dial configuration, the noise is coming from the HS or BS. OB call not attempted on follow-up. Incorrect HS model selected in the LHS field.
27      June    2022    27      230492  DW pro 2 Phone, Poly SoundPoint IP650, No call control  Grace   Basic Probing Missing, Issue Understanding/Clarification, Irrelevant Probing, Ticket Handling   DIP, ABC switch configuration. The agent should've confirmed the cable model over the phone. What is the led status on the phone icon when a call comes it, does the audio link open on pressing the MFB (customer doesn't have much details, no relevant call notes). No call control or no connection? Firmware update and reset. Incorrect HS model selected in the LHS field. Ob call not attempted while following up.
27      June    2022    27      230093  MB Pro 2 UC, PC, Headset not detected   Grace   Product Information     The headset will not be detected on the PC as there is no direct connection. We should've asked for more clarification on the issue.
27      June    2022    27      231183  MB Pro 1 UC ML, Speaks Softphone, Constant mute announced       Ismael  Basic Probing Missing, Irrelevant Probing, Documentation        Internal BT of the PC isn't enabled, and is paired to the headset. LED on the dongle when the HS goes on mute? Check if the issue is the same without the dongle? FYI - the headset works on a different PC. Environment details not updated in the LHS field. Incorrect issue type selected.
27      June    2022    27      230785  Adapt 560, Windows 10/ MS Teams/iPhone SE 2020, No sound        Ismael  Irrelevant Probing, Basic Probing Missing       Call duration - 10:35 min. iOS version of the iPhone? Should've suggested testing the headset separately with each device. Sound setting configuration in Windows not checked, call audio routing in iPhone. We suggested updating the firmware.
27      June    2022    27      230033  DW Pro 1, Windows 10, Firmware update fails     Ismael  Basic Probing Missing   What is the exact issue? What is the error code? Is it connected to Generic Tenant? What is the EC version? HS Model: DW Office Pro 1?? Shared EC V4.6 without prior approval or basic troubleshooting. Environment details not updated in the LHS field.
27      June    2022    27      229027  D 10 USB, PC, Unresponsive headset      Ismael  Irrelevant Probing, Ticket Handling     HS Model D 10 USB - check power cable is connected, swap the charger?? Confirm the device id of each HS and BS?? The reseller has already replaced the headset for the end-user. The reseller has sold more than 600 headsets and requested a direct RMA. The agent should've escalated to L2.
27      June    2022    27      231166  ED Headsets/USB - ED (CC) 01 MS 1000832, compatibility with USB - ED (CC) 01 (MS)       Ismael  Documentation   LHS filed left blank/not updated

Best regards,
Pravesh Singh