| 00:00 - 00:03 | So we asked the customer to collect logs |
| 00:04 - 00:05 | and requested pcaps |
| 00:05 - 00:07 | with corresponding PRT logs. |
| 00:08 - 00:12 | He said he will attach them to the case |
| 00:12 - 00:15 | and we'll most likely need to engage BU |
| 00:17 - 00:19 | Ok, analyze the logs provided. |
| 00:19 - 00:21 | Tell me what you find after. |
| 00:24 - 00:26 | Daka.. |
| 00:27 - 00:28 | The customer... |
| 00:31 - 00:33 | The customer requested to escalate. |
| 00:34 - 00:36 | Scott already wrote to Konstantin. |
| 00:53 - 00:58 | Everyone with SRs on CE Pending to go to their work desks. |
| 01:13 - 01:15 | HOW MANY TIMES ?!? |
| 01:15 - 01:17 | ALL THE TIME THEY ESCALATE!! |
| 01:18 - 01:23 | DO YOU THINK I HAVE NOTHING ELSE TO DO?! |
| 01:25 - 01:28 | CONSTANT BULLSHIT EMAILS. |
| 01:29 - 01:31 | "HELLO KONSTANTIN, MAKE SURE..." |
| 01:31 - 01:34 | I'M SICK AND TIRED OF CALLING IDIOTS AND MONGRELS |
| 01:34 - 01:37 | ALL YOU NEED TO DO IS PROPER LOG ANALYSIS |
| 01:37 - 01:40 | AND TELL THE CUSTOMER WHAT YOU THINK THE PROBLEM IS |
| 01:40 - 01:42 | Yordan, we will do a Webex with the customer.. |
| 01:42 - 01:46 | THIS WEBEX IS NOW USELESS, THE CUSTOMER IS FRUSTRATED |
| 01:46 - 01:48 | Yordan, if you join now we can save the CSAT. |
| 01:48 - 01:52 | AND DO WHAT THERE, LOOK AT HIM LIKE AN IDIOT ?!? |
| 01:53 - 01:54 | YOU SEE HE'S ANNOYED! |
| 01:56 - 01:57 | HIS STUPID CASE HAS BEEN REQUEUED |
| 01:57 - 02:00 | IT'S BEEN TO INDIA AND COSTA RICA AND COLOMBIA |
| 02:00 - 02:03 | THEY HAVE GRILLED HIM SLOWLY ON THEIR JOSPER |
| 02:04 - 02:08 | YOU KNOW TO CONSIDER YOUR WORDS CAREFULLY |
| 02:08 - 02:13 | AND I ALWAYS TELL YOU TO CHECK IN TOPIC FOR SIMILAR CASES |
| 02:14 - 02:16 | DO YOU KNOW ON HOW MANY ESCALATIONS I'VE BEEN TODAY ?!? |
| 02:17 - 02:21 | RAJESH, BRAHMAPUTRA, INDU, MONU |
| 02:27 - 02:29 | I'll go on the stupid Webex. |
| 02:30 - 02:34 | I just want you to be able to handle those situations yourselves |
| 02:34 - 02:36 | What happens next day when I'm not here? |
| 02:41 - 02:42 | Always those cases |
| 02:43 - 02:47 | With the biggest bullshit and toughest customers. |
| 02:48 - 02:53 | And all the burden falls on me to save the CSAT. |
| 02:54 - 02:56 | And I have at least dozen others to look at. |
| 02:56 - 02:59 | Vicho's, Ioanna's, Marek's and now this one as well. |
| 03:00 - 03:02 | And they are all complete nonsense! |
| 03:04 - 03:07 | Don't worry, we'll look at your logs together. |
| 03:14 - 03:16 | I should've become gym coach |
| 03:19 - 03:23 | And all I ask in return is to take 3-4 collabs per week. |
| 03:25 - 03:26 | But you get stuck there. |
| 03:31 - 03:33 | Send me the Webex link. |
| 03:40 - 03:46 | And I hope you have calling/called numbers and IP addresses of the phones. |
| 03:46 - 03:49 | Cause I won't look at those logs otherwise. |
| 03:53 - 03:56 | I'm so upset. |
