Subject: Re: Audit Report - 01/09/2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Thu, 1 Sep 2022 22:48:03 -0700 (MST)

Hi Pravesh, 

Thank you for the audit report. 

Will speak to eachj of them on the feedback. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, September 2, 2022 4:26:05 AM 
Subject: Audit Report - 01/09/2022 

Hi Pritsh, 

Please find the audit report for today. Could you please speak to AJ on this ticket (#240938) why he pro-actively asked for the invoice and denied the warranty for a known reported issue? We have been asking the agents not to deny any request until advised by L2, but he doesn't seems to be aware. 

Ticket Number 	Subject Line 	Assignee 	Feedback 	Comments 
245430 	SDW 5016, Yealink SIP T53W, Low mic volume 	AJ Hurry 	Documentation, Fragment Probing 	
Call duration: 14:29 min, minimum call notes, details missing. No case summary. Asked to update the FW without checking the DIP, ABC, mic configuration. Didn't check the CG, had no idea about the cable. Troubleshooting over the phone. 

244194 	DW Pro 2, Alcatel 8029, No sound B side 	Ismael Zakaria 	Basic Probing Missing, Ticket Handling 	
DW Pro 2 (??), cable model, led status, OB call not attempted on follow-up. What is the exact issue, no ringtone on the HS, no call control or no sound B side?? 

245165 	SC 665, iPhone XS/ Yealink W53H, Noise A and B-side 	Shivangi Bhattacharya 	Irrelevant Probing 	
What is the adapter being used to connect to an iPhone? It's a 3.5 mm jack headset, the apple lightning can be only used. Did you test the headset without an adapter? Already confirmed on the first call. 

245676 	ADAPT 560, PC, Cannot be paired with the dongle 	Grace Boussi 		The notes are a bit confusing. The HS turns off or the led when it doesn't pair to the dongle. And, what happens when it's paired to other devices. 
245597 	H3 PRO Hybrid, Headset doesn't turn ON 	Denisa Magda 	Ok 	Incorrect issue type selected, phone number not updated 
245225 	GSP 370, Win 10, Not pairing 	Tiantian Xiang 	Irrelevant Probing 	
Call duration: 10:25 min, The headset not pairing to the dongle - update the firmware?? Tried to uninstall the driver, Tried to uninstall/reinstall GS (If performed over the phone) 

245383 	ADAPT 360, Windows 10, No sound 	Sebastian Coldea 	Repeated Question, Irrelevant Troubleshooting, Product Information 	
Call duration: 21:09 min, When did the issue start, how old is the headset, was it working fine? The headset works with personal PC, doesn't work with work PC. The agent should've advised to check the sound settings on that PC instead of re-pair, FW update, cross-test with mobile etc. Once the dongle is connected to the HS, led will go blue?? User's name not added in the LHS field (repeated feedback). 

245644 	SDW 60, Cannot connect to any device 	Sven Thiele 	Attention to details 	
Didn't inform the user that it's not a BT headset and it would require either a BS or dongle to connect with. The agent should have understood that the customer is referring to the charging stand. 

245477 	PC 373D, PC, No sound B side 	Josie Lau 	Ok 	Should've asked to test with the included console cable 
245249 	SC 630 USB ML, Win10, No sound B side 	Mary Grace Matsumoto 	Product Information 	
Tested with different cables (call note), install EPOS Gaming Suite to update the FW?? Didn't check with L2 before sending an email to the customer. 

244814 	SD pro 1, Panasonic KX-T7667, No sound B-side 	Jeet Behera 	Irrelevant Probing 	Try reconnecting the HSL?? Should've suggested to test with PC to make sure that the mic is working fine. 
245582 	MB PRO 1, Connection being lost 	Adelina Paula Bartes 	Product Information 	MB Pro 1 + Dongle = MB Pro 1 UC ML or MB Pro 1?? 
245456 	GSP 670, Win10, Unable to mute 	Abhishek Tripathi 	Irrelevant Probing 	User - mic doesn't work. Agent - does music works?? Firmware version and testing with the USB cable should've asked in the second email. 

Best regards, 
Pravesh Singh