Subject: Re: Audit Report - 4th Aug, 2022
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Mon, 8 Aug 2022 12:13:48 +0000

Thank you Pravesh.

@Pritish Nandi (LSM)<mailto:[email-masked]> please share feedbacks with the agents, thanks

Regards,
Deeksha
________________________________
From: Pravesh Singh <[email-masked]>
Sent: Friday, August 5, 2022 2:40 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Audit Report - 4th Aug, 2022

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