Subject: Audit Report - 4th Aug, 2022
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 4 Aug 2022 14:10:37 -0700 (MST)

Hi Pritish, 

Please find the audit report for today. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 
4 	Aug 	2022 	31 	239670 	GSX 1000, Win10, Not detected by Windows 	Abhishek 	Product Knowledge, Irrelevant Troubleshooting 	
What is the led on the dongle? What happens when you connect the dongle? USB driver error when swapping the USB cable - the agent should've advised re-installing the driver through the device manager once and reset the device. 

4 	Aug 	2022 	31 	239546 	GSP 300, PC, Not Working 	Abhishek 	Ticket Handling 	
Didn't confirm the country name. Didn't ask for the phone number. Grammatical error like full stop, comma. 

4 	Aug 	2022 	31 	239541 	B20, Win10, Mic not detected 	Abhishek 	Irrelevant Probing 	
Was it working fine earlier? Did anything change to the setup or settings. For example: firmware update? 

4 	Aug 	2022 	31 	239526 	H3, Win10, Mic Arm broken 	Abhishek 	Ticket Handling 	Asked for the invoice without prior approval. How did the damage happen, serial number?? 
4 	Aug 	2022 	31 	239338 	H3 PRO Hybrid, No sound Right side 	Mary Grace Matsumoto 	Ticket Handling, Basic Probing Missing 	
Asked for the invoice without any approval. FW/SW version, test with the cables and environment details. Informed the customer - we will not repair; we can only replace ?? EPOS Support number not shared. 

4 	Aug 	2022 	31 	238824 	GTW270, PC, How to connect the product 	Mary Grace Matsumoto 	Ok 	
EPOS Support number not shared 

4 	Aug 	2022 	31 	239314 	H6PRO Open/GSX 300, PC, Communication audio cutting out A and B side 	Mary Grace Matsumoto 	Documentation, Attention to details, Basic Probing Missing 	
Case summary format not followed. EPOS Support number not shared. Issue doesn't occur when using the headset, only - I'm not sure whether the issue is with sound card or headset. Swap the headset, FW version, directly connected to the USB ports, cable connections, app/windows sound setting. 

4 	Aug 	2022 	31 	238850 	GSP670, Switch, product information 	Mary Grace Matsumoto 	Ok 	
EPOS Support number not shared 

4 	Aug 	2022 	31 	238542 	GSX 1000, PC, No sound on A-side 	Jeet 	Ok 	Call duration: 06:54 min. The agent should've confirmed whether it's a Windows 10 or 11 PC. 
4 	Aug 	2022 	31 	238505 	SDW 5063, iPhone, No sound on A and B side 	Jeet 	Basic Probing Missing 	Call duration: 10:47. Didn't check the PC setup. The agent should've checked after disconnecting the PC. As the app installed on the PC might keep the headset busy and prioritize PC audio. Should've also checked second call notification in EPOS Connect app. 
4 	Aug 	2022 	31 	237992 	Adapt 360, PC, Amplified/background noise A-side 	Jeet 	Technical Information 	Call duration: 08:29 min. The microphone path needs to be opened in order to adjust the side-tone. 
4 	Aug 	2022 	31 	239007 	SDW 5011, Skype, No ringtone 	Jeet 	Ok 	The agent should've asked for the phone number here as the issue wasn't clear. 

Best regards, 
Pravesh Singh