Subject: Re: Audit Report - 26th July 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 26 Jul 2022 23:59:44 -0700 (MST)

Hi Pravesh, 

I have shared the feedback with Shivangi however few explainations: 

Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 	Remarks 
2022 	29 	237558 	Chat with zaza 	Shivangi 	Chat Handling 	Left the chat ticket in the open queue, no action taken. 	The chat was assigned to her by system at 15:33PM after her shift and she was unable to find the chat in the history. She did not note down the ticket. and that is teh reason it was open. The chat was handled correctly so we can give her benifit of doubt here. Advised her to note down ticket number always. 
2022 	29 	236800 	SC 165 USB, Earpads deteriorated 	Shivangi 	Ticket Handling 	Denied warranty without L2 approval. Should've shared the link to purchase the earpad. 	She advised that the infomation was consulted with you when you were in Day shift. She only denied it after your approval. ??? 

237063 - Feedback already shared with her. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, July 27, 2022 2:20:44 AM 
Subject: Audit Report - 26th July 2022 

Hi Pritish, 

Please find the audit report for today. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 
26 	July 	2022 	29 	237558 	Chat with zaza 	Shivangi 	Chat Handling 	Left the chat ticket in the open queue, no action taken. 
26 	July 	2022 	29 	237475 	GSP 670, PC, Crackling noise A-side and earpads separated 	Shivangi 	Ok 	
26 	July 	2022 	29 	237063 	GSP 670, PC, Headset and dongle not pairing 	Shivangi 	Repeated Question, Irrelevant Probing 	When did the issue start? What device(s) are connected? Test on a different PC, test with the USB cable. The agent should've shared the steps on how to put the headset and dongle into pairing mode. 
26 	July 	2022 	29 	236800 	SC 165 USB, Earpads deteriorated 	Shivangi 	Ticket Handling 	Denied warranty without L2 approval. Should've shared the link to purchase the earpad. 
26 	July 	2022 	29 	237403 	Adapt 260, Mac, Randomly mutes on calls 	Jeet 	Ok 	
26 	July 	2022 	29 	237008 	Office Runner, Polycom VVX 601, No call control 	Jeet 	Technical Information 	The headset may not be compatible with the phone. The agent should've checked the CG and advised the customer on how to setup the headset to achieve call control. Didn't confirm the cable model, DIP and ABC switch configuration. 
26 	July 	2022 	29 	237079 	H3 Pro Hybrid, Not powering on 	Jeet 	Irrelevant Probing 	The headset doesn't turn on/charge - reset the headset?? 
26 	July 	2022 	29 	237024 	IMPACT D 10 USB-ML, PC/Teams, Beeping noise 	Jeet 	Irrelevant Probing 	Beep tone when mic is muted - check any apps running in the background 
26 	July 	2022 	29 	237699 	DW OFfice, Cisco desktop, No call control 	Ismael 	Ticket Handling, Basic Probing Missing 	SLA reset, environment Cisco Desktop, didn't ask to setup a call. DIP, ABC switch configuration, exact HS model. DW Office Phone or DW Office ML 
26 	July 	2022 	29 	237569 	Headset Issues Model SC 60 USB ML 	Ismael 	Ticket Handling 	SLA reset email sent, no action taken 
26 	July 	2022 	29 	237468 	MB 660, No sound on one side 	Ismael 	Ok 	
26 	July 	2022 	29 	237706 	GSP 670, Windows 10, Crackling Noise 	Ismael 	Basic Probing Missing 	Dongle connected directly to the MB, tried configuring 7.1 surround sound in Windows, any wireless devices connected nearby 

Best regards, 
Pravesh Singh