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Difference between revisions of ":DNA BiWeekly Meeting2"
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Participant URL: https://join.shoretel.com/conference/10435773922 | Participant URL: https://join.shoretel.com/conference/10435773922 | ||
− | + | Dial-in Info: +19179427142 | |
Additional Calling Info: Canada Dial in +1 (647) 558-3006 | Additional Calling Info: Canada Dial in +1 (647) 558-3006 | ||
Line 17: | Line 17: | ||
*SSL (HTTPS) added to LearnDahua.com-Site is, "Secure" | *SSL (HTTPS) added to LearnDahua.com-Site is, "Secure" | ||
*Shoretel Integration added to Desk.com | *Shoretel Integration added to Desk.com | ||
+ | *Shoretel Integration added to Salesforce | ||
+ | *Inbound Emails tested, and working on Salesforce Production Server | ||
+ | *Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server | ||
*New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST | *New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST | ||
*Outlook Shared Calendar | *Outlook Shared Calendar | ||
*Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated. | *Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated. | ||
+ | *Conference Feature Added to Shoretel | ||
==Feature of the Week== | ==Feature of the Week== | ||
Line 104: | Line 108: | ||
}} | }} | ||
− | + | ====Weekly Breakdown==== | |
{| class="wikitable" | {| class="wikitable" | ||
|+Inbound Calls-866.606.1590 | |+Inbound Calls-866.606.1590 | ||
Line 171: | Line 175: | ||
====Agent Weekly Breakdown==== | ====Agent Weekly Breakdown==== | ||
− | {| class="wikitable" | + | {| class="wikitable sortable" |
− | |+ | + | |+Nov 6, 2017 to Nov 10, 2017 |
!|Agent | !|Agent | ||
− | !| | + | !|Resolved Case |
− | + | !|Cases Per Hour | |
− | |||
− | !| | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
|Barry Rossen | |Barry Rossen | ||
− | | | + | |12 |
− | | | + | |0.3 |
− | |||
− | |||
|- | |- | ||
|Denis Boulet | |Denis Boulet | ||
− | | | + | |1 |
− | | | + | |0.025 |
− | |||
− | |||
|- | |- | ||
|Collin Bromfield | |Collin Bromfield | ||
− | | | + | |0 |
− | | | + | |0 |
− | |||
− | |||
|- | |- | ||
|Rodney Carrigan | |Rodney Carrigan | ||
− | | | + | |6 |
− | | | + | |0.4 |
− | |||
− | |||
|- | |- | ||
|Nathan Grefe | |Nathan Grefe | ||
− | | | + | |6 |
− | | | + | |0.6 |
− | |||
− | |||
|- | |- | ||
|Peter Hall | |Peter Hall | ||
− | | | + | |47 |
− | | | + | |1.175 |
− | |||
− | |||
|- | |- | ||
|Dylan Lee | |Dylan Lee | ||
− | | | + | |24 |
− | | | + | |0.6 |
− | |||
− | |||
|- | |- | ||
|Mark Navarro | |Mark Navarro | ||
− | | | + | |27 |
− | | | + | |0.675 |
− | |||
− | |||
|- | |- | ||
|Gordon Waughan | |Gordon Waughan | ||
− | | | + | |40 |
− | | | + | |0.775 |
− | |||
− | |||
|- | |- | ||
|Frank Wilkins | |Frank Wilkins | ||
− | | | + | |13 |
− | | | + | |0.325 |
− | |||
− | |||
|- | |- | ||
|William Valencia | |William Valencia | ||
− | | | + | |30 |
− | | | + | |0.675 |
− | |||
− | |||
|- | |- | ||
|Michael Yacono | |Michael Yacono | ||
− | | | + | |3 |
− | | | + | |0.075 |
− | |||
− | |||
|- | |- | ||
|} | |} | ||
− | ==== | + | |
+ | ===November 13, 2017 - November 17, 2017=== | ||
+ | ====Desk.com==== | ||
{| class="wikitable" | {| class="wikitable" | ||
− | + | |+Created and Resolved Cases | |
− | + | |- | |
− | + | |+Nov 6-10 | |
− | + | |- | |
− | + | |Day of Week | |
+ | |Created Cases | ||
+ | |Resolved Cases | ||
+ | |- | ||
+ | |Monday | ||
+ | |91 | ||
+ | |67 | ||
+ | |- | ||
+ | |Tuesday | ||
+ | |53 | ||
+ | |56 | ||
+ | |- | ||
+ | |Wednesday | ||
+ | |65 | ||
+ | |57 | ||
+ | |- | ||
+ | |Thursday | ||
+ | |82 | ||
+ | |64 | ||
+ | |- | ||
+ | |Friday | ||
+ | |47 | ||
+ | |51 | ||
|- | |- | ||
− | | | + | |Total |
− | | | + | |338 |
− | | | + | |295 |
− | | | + | |} |
− | | | + | <pLines ymin=0 ymax=100 axiscolor=888888 cubic filled |
+ | angle=90 plots legend> | ||
+ | ,Created Cases,Resolved Cases | ||
+ | Monday,91,67 | ||
+ | Tuesday,53,56 | ||
+ | Wednesday,65,57 | ||
+ | Thursday,82,64 | ||
+ | Friday,47,51 | ||
+ | </pLines> | ||
+ | |||
+ | ====Shoretel / Mitel==== | ||
+ | {| class="wikitable" | ||
+ | |+Inbound Calls-866.606.1590 | ||
|- | |- | ||
− | | | + | |+Nov 13-17 |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
− | | | + | |Total |
− | + | |389 | |
− | + | |100% | |
− | | | ||
− | | | ||
|- | |- | ||
− | | | + | |Answered |
− | + | |216 | |
− | + | |55.5% | |
− | | | ||
− | | | ||
|- | |- | ||
− | | | + | |Unanswered |
− | | | + | |173 |
− | | | + | |44.4% |
− | | | + | |} |
− | | | + | |
+ | {{#pPie: exploded|3d|data= | ||
+ | Answered,216 | ||
+ | Unanswered,173 | ||
+ | }} | ||
+ | |||
+ | ====Weekly Breakdown==== | ||
+ | {| class="wikitable" | ||
+ | |+Inbound Calls-866.606.1590 | ||
|- | |- | ||
− | | | + | !|Day of Week |
− | | | + | !|Date |
− | | | + | !|Total |
− | | | + | !|Answered |
− | | | + | !|Unanswered |
+ | !|Percent Answered | ||
|- | |- | ||
− | | | + | |Monday |
− | | | + | |Nov 13, 2017 |
− | | | + | |90 |
− | | | + | |58 |
− | | | + | |32 |
+ | |64.44% | ||
|- | |- | ||
− | | | + | |Tuesday |
− | | | + | |Nov 14, 2017 |
− | | | + | |77 |
− | | | + | |49 |
− | | | + | |28 |
+ | |63.63% | ||
|- | |- | ||
− | | | + | |Wednesday |
− | | | + | |Nov 15, 2017 |
− | | | + | |88 |
− | | | + | |47 |
− | | | + | |41 |
+ | |53.4% | ||
|- | |- | ||
− | | | + | |Thursday |
− | | | + | |Nov 16, 2017 |
− | | | + | |89 |
− | | | + | |37 |
− | | | + | |52 |
+ | |41.57% | ||
|- | |- | ||
− | | | + | |Friday |
− | | | + | |Nov 17, 2017 |
− | | | + | |45 |
− | | | + | |25 |
− | | | + | |20 |
+ | |55.55% | ||
|- | |- | ||
+ | |Total | ||
+ | |Week 1 | ||
+ | |389 | ||
+ | |216 | ||
+ | |173 | ||
+ | |55.52% | ||
|} | |} | ||
− | <pLines ymin=0 ymax= | + | <pLines ymin=0 ymax=100 axiscolor=888888 cubic filled |
angle=90 plots legend> | angle=90 plots legend> | ||
− | , | + | ,Total,Answered,Unanswered |
− | + | Monday,90,58,32 | |
− | + | Tuesday,77,49,28 | |
− | + | Wednesday,88,47,41 | |
− | + | Thursday,89,37,52 | |
− | + | Friday,45,25,20 | |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
</pLines> | </pLines> | ||
+ | |||
+ | ====Agent Weekly Breakdown==== | ||
+ | |||
+ | {| class="wikitable sortable" | ||
+ | |+Nov 13, 2017 to Nov 17, 2017 | ||
+ | !|Agent | ||
+ | !|Resolved Case | ||
+ | !|Cases Per Hour | ||
+ | |- | ||
+ | |Barry Rossen | ||
+ | |26 | ||
+ | |0.65 | ||
+ | |- | ||
+ | |Denis Boulet | ||
+ | |4 | ||
+ | |0.1 | ||
+ | |- | ||
+ | |Collin Bromfield | ||
+ | |9 | ||
+ | |0.225 | ||
+ | |- | ||
+ | |Rodney Carrigan | ||
+ | |7 | ||
+ | |0.46 | ||
+ | |- | ||
+ | |Nathan Grefe | ||
+ | |2 | ||
+ | |0.2 | ||
+ | |- | ||
+ | |Peter Hall | ||
+ | |35 | ||
+ | |0.87 | ||
+ | |- | ||
+ | |Dylan Lee | ||
+ | |47 | ||
+ | |1.175 | ||
+ | |- | ||
+ | |Mark Navarro | ||
+ | |50 | ||
+ | |1.25 | ||
+ | |- | ||
+ | |Gordon Waughan | ||
+ | |40 | ||
+ | |1 | ||
+ | |- | ||
+ | |Frank Wilkins | ||
+ | |34 | ||
+ | |0.75 | ||
+ | |- | ||
+ | |William Valencia | ||
+ | |30 | ||
+ | |0.75 | ||
+ | |- | ||
+ | |Michael Yacono | ||
+ | |5 | ||
+ | |0.125 | ||
+ | |- | ||
+ | |} | ||
==Developer Corner== | ==Developer Corner== | ||
Line 362: | Line 434: | ||
==New Hires== | ==New Hires== | ||
*Tha Duong | *Tha Duong | ||
+ | *Madeleine Woodhams |
Latest revision as of 15:13, 22 November 2017
Contents
Dahua North America Tech Support Meeting Information
November 6, 2017 to November 17, 2017
Call In-Bridge Info
Participant Code: 104-357-739-22
Participant URL: https://join.shoretel.com/conference/10435773922
Dial-in Info: +19179427142
Additional Calling Info: Canada Dial in +1 (647) 558-3006
Schedule
Date: November 22, 2017 @ 11:00AM-12:00PM PST
Topics
- Holiday Party Announced
- SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
- Shoretel Integration added to Desk.com
- Shoretel Integration added to Salesforce
- Inbound Emails tested, and working on Salesforce Production Server
- Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
- New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
- Outlook Shared Calendar
- Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.
- Conference Feature Added to Shoretel
Feature of the Week
Related Article:
- https://dahuawiki.com/Email/Email_Notifications_Setup
- https://dahuawiki.com/Email/Email_Notifications_Setup_GMail
Feature: Email Notifications
Description:
Firmware
News and Info about Firmware
Inbound Call Volume
November 6, 2017 to November 17, 2017
Desk.com
Day of Week | Created Cases | Resolved Cases |
Monday | 50 | 46 |
Tuesday | 60 | 61 |
Wednesday | 56 | 53 |
Thursday | 42 | 36 |
Friday | 8 | 9 |
Total | 216 | 205 |
Shoretel / Mitel
Total | 289 | 100% |
Answered | 156 | 54% |
Unanswered | 133 | 56% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 6, 2017 | 48 | 27 | 21 | 56.25% |
Tuesday | Nov 7, 2017 | 78 | 51 | 27 | 65.38% |
Wednesday | Nov 8, 2017 | 81 | 37 | 44 | 45.67% |
Thursday | Nov 9, 2017 | 56 | 36 | 20 | 36.2% |
Friday | Nov 10, 2017 | 18 | 0 | 18 | 0% |
Total | Week 1 | 281 | 151 | 130 | 53.73% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 12 | 0.3 |
Denis Boulet | 1 | 0.025 |
Collin Bromfield | 0 | 0 |
Rodney Carrigan | 6 | 0.4 |
Nathan Grefe | 6 | 0.6 |
Peter Hall | 47 | 1.175 |
Dylan Lee | 24 | 0.6 |
Mark Navarro | 27 | 0.675 |
Gordon Waughan | 40 | 0.775 |
Frank Wilkins | 13 | 0.325 |
William Valencia | 30 | 0.675 |
Michael Yacono | 3 | 0.075 |
November 13, 2017 - November 17, 2017
Desk.com
Day of Week | Created Cases | Resolved Cases |
Monday | 91 | 67 |
Tuesday | 53 | 56 |
Wednesday | 65 | 57 |
Thursday | 82 | 64 |
Friday | 47 | 51 |
Total | 338 | 295 |
Shoretel / Mitel
Total | 389 | 100% |
Answered | 216 | 55.5% |
Unanswered | 173 | 44.4% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 13, 2017 | 90 | 58 | 32 | 64.44% |
Tuesday | Nov 14, 2017 | 77 | 49 | 28 | 63.63% |
Wednesday | Nov 15, 2017 | 88 | 47 | 41 | 53.4% |
Thursday | Nov 16, 2017 | 89 | 37 | 52 | 41.57% |
Friday | Nov 17, 2017 | 45 | 25 | 20 | 55.55% |
Total | Week 1 | 389 | 216 | 173 | 55.52% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 26 | 0.65 |
Denis Boulet | 4 | 0.1 |
Collin Bromfield | 9 | 0.225 |
Rodney Carrigan | 7 | 0.46 |
Nathan Grefe | 2 | 0.2 |
Peter Hall | 35 | 0.87 |
Dylan Lee | 47 | 1.175 |
Mark Navarro | 50 | 1.25 |
Gordon Waughan | 40 | 1 |
Frank Wilkins | 34 | 0.75 |
William Valencia | 30 | 0.75 |
Michael Yacono | 5 | 0.125 |
Developer Corner
New on the Wiki
New on LearnDahua
Sales Training
External
- N/A
Internal
New Hires
- Tha Duong
- Madeleine Woodhams