Subject: Audit Report - 5th of July, 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 5 Jul 2022 14:51:35 -0700 (MST)

Hi Pritish, 

Please find the audit report for today. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 
5 	July 	2022 	27 	233016 	GSP 670, Windows, Dongle Not Working 	Abhishek 	Ticket Handling, Documentation 	Asked for the invoice without prior approval, asked for the picture of the dongle connected into USB port?? Didn't ask to confirm the phone number and country. Didn't confirm if the user has followed the suggested steps and what was the outcome. 
5 	July 	2022 	27 	232951 	H3 Pro Hybrid, Headphone not responsive 	Abhishek 	Irrelevant Probing 	HS not charging, what was the last time the dongle was working fine, turn off the Wi-Fi or any wireless active device, and test with your mobile phone?? 
5 	July 	2022 	27 	231869 	GSP670, Windows, Poor Quality Audio 	Abhishek 	Irrelevant Probing, Basic Probing Missing 	Is the HS charged? Dongle is plugged into the MB USB ports; no other wireless devices connected nearby. Next action notes missing, OB call not attempted on follow-up 
5 	July 	2022 	27 	232408 	GSP 350, Windows, No Sound on B-Side 	Abhishek 	Irrelevant Probing, Repeated Question 	Test on a different PC/laptop that isn't connected to the main power supply. Test on a different USB port. Confirm the phone number, check cable connection. 
5 	July 	2022 	27 	231856 	GSP 670, Windows 11, Headset not working with dongle 	Abhishek 	Irrelevant Probing, Basic Probing Missing 	the HS doesn't work with dongle, works with USB - check if the HS is charged? OB call not attempted on follow-up. Is the headset and dongle going into pairing mode and being paired?? What is the led status on the dongle once it's paired, do you hear any voice prompt "dongle connected". And, agent should've shared the steps on how to pair with mobile and EGS download link. Incorrect user name, phone number and issue description missing in the case summary. 
5 	July 	2022 	27 	232122 	Presence, Headset stuck in Device Upgrade mode 	AJ 	Irrelevant Probing/Troubleshooting 	Unable to update the FW (device upgrade mode), what is the OS and build version, reset the headset?? The agent should've advised to re-install the EPOS Connect Software. User name not updated in the LHS field. 
5 	July 	2022 	27 	230091 	ADAPT 130 USB II, PC, Headset not recognized 	AJ 	Basic Probing Missing, Documentation 	Chat duration: 20 min. USB device not recognized, did not suggest to re-install the driver and escalated for the RMA. The user didn't confirm that he has cross-tested the headset on a different device (mostly 90% using on desktop). Environment details not updated (subject line). 
5 	July 	2022 	27 	228891 	Presence, Short battery life 	AJ 	Incomplete Troubleshooting, Ticket Handling 	Update the FW, didn't share the steps or download link. OB call not attempted on follow-up. Exact HS model not updated in the ticket. 
5 	July 	2022 	27 	231860 	ADAPT 360, Teams, App freezes when dongle and headset are connected 	AJ 	Ticket Handling, Irrelevant Probing 	Collected the EC logs without prior approval; OB call not attempted on follow-up. This ticket should've been escalated to L2. Teams app freezes, check Zoom, WebEx, and Teams on browser?? 

Best regards, 
Pravesh Singh