Designation

Account

Auditors HR ID

Auditors Name

Agent Name

Agent HR ID

Service Request #

Ticket Created Date

Audit Date

Year

Month

Week Ending

Parameter

HDE Fail

Routing Fail

Agent Error

Group Owning the misroute

Does Service desk has access/tool to resolve the issue?

R2L Does Service desk has knowledge base available for the issue?

Does Remote required to resolve the issue?

Compliance%
 Quality

AT&T

09045Q

Rinky Dhingra

Jagtar Singh

01715Q
231367908
05/18/17

05/22/17

2017

May

27-May-17

Parameter Yes/No

HDE Fail No

Routing Fail No

Agent Error No

Group Owning the misroute

Does Service desk has access/tool to resolve the issue? Yes

Does Service desk has knowledge base available for the issue? Yes

Does Remote required to resolve the issue? Yes

Compliance% 100.00%
 UPDATE DASHBOARD &
CREATE EMAIL

Reasons Comments

User was unable to access network on Lan. Agent did all possible troubleshooting..didn't work.
Referred the ticket to dsfs.
5/23/2017 19:21 5/23/2017 19:21
Account 1 AT&T Etihad QA, muagarw2@in.ibm.com, Sumit Pandita/India/IBM, Santosh K

Account 2 Etihad CTS Etihad QA, muagarw2@in.ibm.com, Sumit Pandita/India/IBM, Santosh K

Account 3 Etihad VIP Etihad QA, muagarw2@in.ibm.com, Sumit Pandita/India/IBM, Santosh K

Account 4 0 0

Account 5 0 0
bm.com, Sumit Pandita/India/IBM, Santosh K Joshi/India/IBM, Monika Saini1/India/IBM, Simranpreet Oberoi1/India/IBM, Jayant Ghosh/India/IBM, Isha Attri/India/IBM, Vaibh

bm.com, Sumit Pandita/India/IBM, Santosh K Joshi/India/IBM, Monika Saini1/India/IBM, Simranpreet Oberoi1/India/IBM, Jayant Ghosh/India/IBM, Isha Attri/India/IBM, Vaibh

bm.com, Sumit Pandita/India/IBM, Santosh K Joshi/India/IBM, Monika Saini1/India/IBM, Simranpreet Oberoi1/India/IBM, Jayant Ghosh/India/IBM, Isha Attri/India/IBM, Vaibh
Ghosh/India/IBM, Isha Attri/India/IBM, Vaibhav Thapliyal/India/IBM, Rakesh Kumar232/India/IBM, Randhir K Ray/India/IBM, Bijuraj B Nair/India/IBM, Ankush Sharma8/India/

Ghosh/India/IBM, Isha Attri/India/IBM, Vaibhav Thapliyal/India/IBM, Rakesh Kumar232/India/IBM, Randhir K Ray/India/IBM, Bijuraj B Nair/India/IBM, Ankush Sharma8/India/

Ghosh/India/IBM, Isha Attri/India/IBM, Vaibhav Thapliyal/India/IBM, Rakesh Kumar232/India/IBM, Randhir K Ray/India/IBM, Bijuraj B Nair/India/IBM, Ankush Sharma8/India/
aj B Nair/India/IBM, Ankush Sharma8/India/IBM, Dev Kumar1/India/IBM, ,

aj B Nair/India/IBM, Ankush Sharma8/India/IBM, Dev Kumar1/India/IBM, ,

aj B Nair/India/IBM, Ankush Sharma8/India/IBM, Dev Kumar1/India/IBM, ,