Subject: Re: Audit Report - 25th July 2022
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Tue, 26 Jul 2022 08:27:04 +0000

Thanks Pravesh.

@Pritish Nandi (LSM)<mailto:[email-masked]> Hi Pritish. Contrary to what we thought, Abhishek seems to be making way too many mistakes. Have you had a chance to discuss these with him? Please email him these urgently if you have not had a chance to discuss as yet and then talk to him as soon as u get time today.

Also, I see no improvement whatsoever for Grace. Please get me on a call with her today when she comes in and we will discuss this feedback together. Thanks
________________________________
From: Pravesh Singh <[email-masked]>
Sent: Tuesday, July 26, 2022 1:04 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: Audit Report - 25th July 2022

Hi Pritish,

Please find the audit report today.

Date    Month   Year    Week    ID      Subject Assignee        Feedback        Comments
25      July    2022    29      235871  SC 665 USB, Win 10, No sound A/B when the headset is used with USB cable        Grace   Ticket Handling The agent should've forwarded the ticket to the country partner.
25      July    2022    29      237315  GSP 300, PC, No sound A side    Grace   Issue understanding     User - experiencing problems in the audio output. Agent - CX reported that there is no sound on his HS.
25      July    2022    29      236902  PC 8.2, PC, Low volume on A side        Grace   Ok      The basic probing questions should be asked over the phone.
25      July    2022    29      235698  H3 Pro Hybrid, PC, Sound cutting out A side     Grace   Basic Probing Missing, Irrelevant Probing       Setup details, any wireless devices connected nearby, firmware version, swap USB port. LED status. Re-start your PC, OS version?? The headset works fine with other PC.
25      July    2022    29      237327  Chat with 皓皓    Abhishek        Chat Handling   Left the chat in the open queue without taking any action. The agent should've updated the notes and asked to assign the ticket to the language agent.
25      July    2022    29      237113  GSP 670, Win10, Mic is Not Working      Abhishek        Irrelevant Probing, Basic Probing Missing       Test with an audio cable?? Test the headset using the USB cable, check microphone setting and properties. Age of the headset? Check sound setting configuration. Phone number not added in the case summary, subject line can be more precise.
25      July    2022    29      237076  GSP 370, Win10, Not Pairing     Abhishek        Product Information, Irrelevant Troubleshooting Connect the headset to a mobile phone via BT? Reset, update the driver, dongle not paired - update the firmware? The agent should've suggested recovering the dongle through EGS. Phone number not added in the case summary
25      July    2022    29      236945  Chat with Praneet Jahagirdar    Abhishek        Ticket handling Issue resolved over the chat; current status - pending without any notes. Didn't change the subject line.
25      July    2022    29      235662  GSP 602, Not detected by gaming Suite   Abhishek        Product Information     The user didn't mention the EGS. The agent should've informed the user that any app/program will not detect the headset as its plug and play headset.

Best regards,
Pravesh Singh