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Difference between revisions of ":DNA BiWeekly Meeting3"
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Line 1: | Line 1: | ||
=Dahua North America Tech Support Meeting Information= | =Dahua North America Tech Support Meeting Information= | ||
− | November 18, 2017 to December 1, 2017 | + | ==November 18, 2017 to December 1, 2017== |
Week 1: November 20, 2017 to November 24, 2017 | Week 1: November 20, 2017 to November 24, 2017 | ||
Line 18: | Line 18: | ||
==Topics== | ==Topics== | ||
− | *Holiday Party | + | *Holiday Party next week! |
− | * | + | *Dealer Specific Queue. Currently troubleshooting routing issue. |
− | *Shoretel | + | *Conference and IM Feature Added to Shoretel |
− | + | *Reporting: Call Volume vs. Availability | |
− | * | + | ===Salesforce=== |
− | *Dealer | + | *Main Queue Setup, Email routing working, Web2Case working |
− | * | + | *Dealer Queue Setup, Email routing working, Web2Case working |
− | * | + | *Voicemail Queue Setup, Email routing working |
− | * | + | *Alpha Queue Setup, Email routing working |
− | * | + | |
+ | ====Next Week:==== | ||
+ | *Formal testing, and training | ||
+ | *Salesforce hard cut-over date: 12.18.2017 | ||
+ | |||
+ | ===Shoretel / Mitel=== | ||
+ | *Bug hunt continues! | ||
+ | *Physical phones shipped to Irvine, pending arrival, testing, and assessment of who need a physical phone. | ||
+ | *Headsets? Does everyone have one? | ||
==Feature of the Week== | ==Feature of the Week== | ||
Related Article: | Related Article: | ||
+ | *[[NVR/Basic_Setup/Add_Dahua_IP_Camera|Add Dahua IP Camera to NVR]] | ||
+ | *[[NVR/Basic_Setup/Smart_Add|Smart Add]] | ||
+ | *[[NVR/Basic_Setup/Add_3rd_Party_IP_Camera|Add 3rd Party IP Camera to NVR]] | ||
+ | *[[3rdParty/How_To_Add_A_Hikvision_Camera_to_A_Dahua_NVR|How To Add A Hikvision Camera to A Dahua NVR]] | ||
+ | *[[3rdParty/How_To_Add_An_Axis_Camera_to_A_Dahua_NVR|How To Add An Axis Camera to A Dahua NVR]] | ||
− | Feature: | + | Feature: How to Add IP Cameras to Dahua Recorders |
− | |||
− | |||
==Firmware== | ==Firmware== | ||
Line 93: | Line 104: | ||
|- | |- | ||
|Total | |Total | ||
− | | | + | |200 |
|100% | |100% | ||
|- | |- | ||
|Answered | |Answered | ||
− | | | + | |117 |
− | | | + | |58.5% |
|- | |- | ||
|Unanswered | |Unanswered | ||
− | | | + | |83 |
− | | | + | |41.5% |
|} | |} | ||
{{#pPie: exploded|3d|data= | {{#pPie: exploded|3d|data= | ||
− | Answered, | + | Answered,117 |
− | Unanswered, | + | Unanswered,83 |
}} | }} | ||
Line 123: | Line 134: | ||
|Monday | |Monday | ||
|Nov 20, 2017 | |Nov 20, 2017 | ||
− | | | + | |37 |
− | | | + | |30 |
− | | | + | |7 |
− | | | + | |81% |
|- | |- | ||
|Tuesday | |Tuesday | ||
|Nov 21, 2017 | |Nov 21, 2017 | ||
− | | | + | |81 |
− | | | + | |38 |
− | | | + | |43 |
− | | | + | |46.9% |
|- | |- | ||
|Wednesday | |Wednesday | ||
|Nov 22, 2017 | |Nov 22, 2017 | ||
− | | | + | |77 |
− | | | + | |48 |
− | | | + | |29 |
− | | | + | |62.33% |
|- | |- | ||
|Thursday | |Thursday | ||
|Nov 23, 2017 | |Nov 23, 2017 | ||
− | | | + | |3 |
− | | | + | |0 |
− | | | + | |3 |
− | | | + | |0% |
|- | |- | ||
|Friday | |Friday | ||
|Nov 24, 2017 | |Nov 24, 2017 | ||
− | | | + | |2 |
|0 | |0 | ||
− | | | + | |2 |
|0% | |0% | ||
|- | |- | ||
|Total | |Total | ||
|Week 1 | |Week 1 | ||
− | | | + | |200 |
− | | | + | |116 |
− | | | + | |84 |
− | | | + | |58% |
|} | |} | ||
Line 168: | Line 179: | ||
angle=90 plots legend> | angle=90 plots legend> | ||
,Total,Answered,Unanswered | ,Total,Answered,Unanswered | ||
− | Monday, | + | Monday,37,30,7 |
− | Tuesday, | + | Tuesday,81,38,43 |
− | Wednesday, | + | Wednesday,77,48,29 |
− | Thursday, | + | Thursday,3,0,3 |
− | Friday, | + | Friday,2,0,2 |
</pLines> | </pLines> | ||
Line 185: | Line 196: | ||
|Barry Rossen | |Barry Rossen | ||
|8 | |8 | ||
− | | | + | |0.3 |
|- | |- | ||
|Denis Boulet | |Denis Boulet | ||
|3 | |3 | ||
− | | | + | |0.125 |
|- | |- | ||
|Collin Bromfield | |Collin Bromfield | ||
|7 | |7 | ||
− | | | + | |0.291 |
|- | |- | ||
|Rodney Carrigan | |Rodney Carrigan | ||
|14 | |14 | ||
− | | | + | |1.55 |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
|Peter Hall | |Peter Hall | ||
|4 | |4 | ||
− | | | + | |0.166 |
|- | |- | ||
|Dylan Lee | |Dylan Lee | ||
|27 | |27 | ||
− | | | + | |1.125 |
|- | |- | ||
|Mark Navarro | |Mark Navarro | ||
|16 | |16 | ||
− | | | + | |0.66 |
|- | |- | ||
|Gordon Waughan | |Gordon Waughan | ||
|25 | |25 | ||
− | | | + | |1.041 |
|- | |- | ||
|Frank Wilkins | |Frank Wilkins | ||
|22 | |22 | ||
− | | | + | |0.916 |
|- | |- | ||
|William Valencia | |William Valencia | ||
|21 | |21 | ||
− | | | + | |0.875 |
|- | |- | ||
|Michael Yacono | |Michael Yacono | ||
|7 | |7 | ||
− | | | + | |0.291 |
|- | |- | ||
|} | |} | ||
Line 245: | Line 252: | ||
|- | |- | ||
|Monday | |Monday | ||
− | | | + | |65 |
− | | | + | |66 |
|- | |- | ||
|Tuesday | |Tuesday | ||
− | | | + | |70 |
− | | | + | |69 |
|- | |- | ||
|Wednesday | |Wednesday | ||
− | | | + | |68 |
− | | | + | |67 |
|- | |- | ||
|Thursday | |Thursday | ||
− | | | + | |57 |
− | | | + | |50 |
|- | |- | ||
|Friday | |Friday | ||
− | | | + | |66 |
− | | | + | |64 |
|- | |- | ||
|Total | |Total | ||
− | | | + | |326 |
− | | | + | |316 |
|} | |} | ||
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled | <pLines ymin=0 ymax=100 axiscolor=888888 cubic filled | ||
Line 285: | Line 292: | ||
|- | |- | ||
|Total | |Total | ||
− | | | + | |340 |
|100% | |100% | ||
|- | |- | ||
|Answered | |Answered | ||
− | | | + | |272 |
− | | | + | |80% |
|- | |- | ||
|Unanswered | |Unanswered | ||
− | | | + | |68 |
− | | | + | |20% |
|} | |} | ||
{{#pPie: exploded|3d|data= | {{#pPie: exploded|3d|data= | ||
− | Answered, | + | Answered,272 |
− | Unanswered, | + | Unanswered,68 |
}} | }} | ||
Line 315: | Line 322: | ||
|Monday | |Monday | ||
|Nov 27, 2017 | |Nov 27, 2017 | ||
− | | | + | |62 |
− | | | + | |49 |
− | | | + | |13 |
− | | | + | |79.03% |
|- | |- | ||
|Tuesday | |Tuesday | ||
|Nov 28, 2017 | |Nov 28, 2017 | ||
− | | | + | |70 |
− | | | + | |62 |
− | | | + | |8 |
− | | | + | |88.57% |
|- | |- | ||
|Wednesday | |Wednesday | ||
|Nov 29, 2017 | |Nov 29, 2017 | ||
− | | | + | |68 |
− | | | + | |54 |
− | | | + | |14 |
− | | | + | |79.41% |
|- | |- | ||
|Thursday | |Thursday | ||
|Nov 30, 2017 | |Nov 30, 2017 | ||
− | | | + | |57 |
− | | | + | |47 |
− | | | + | |10 |
− | | | + | |82.45% |
|- | |- | ||
|Friday | |Friday | ||
|Dec 1, 2017 | |Dec 1, 2017 | ||
− | | | + | |83 |
− | | | + | |60 |
− | | | + | |23 |
− | | | + | |72.2% |
|- | |- | ||
|Total | |Total | ||
|Week 1 | |Week 1 | ||
− | | | + | |340 |
− | | | + | |272 |
− | | | + | |68 |
− | | | + | |80% |
|} | |} | ||
Line 360: | Line 367: | ||
angle=90 plots legend> | angle=90 plots legend> | ||
,Total,Answered,Unanswered | ,Total,Answered,Unanswered | ||
− | Monday, | + | Monday,62,49,13 |
− | Tuesday, | + | Tuesday,70,62,8 |
− | Wednesday, | + | Wednesday,68,54,14 |
− | Thursday, | + | Thursday,57,47,10 |
− | Friday, | + | Friday,83,60,23 |
</pLines> | </pLines> | ||
Line 376: | Line 383: | ||
|- | |- | ||
|Barry Rossen | |Barry Rossen | ||
− | | | + | |22 |
− | |0. | + | |0.55 |
|- | |- | ||
|Denis Boulet | |Denis Boulet | ||
− | | | + | |2 |
− | |0. | + | |0.05 |
|- | |- | ||
|Collin Bromfield | |Collin Bromfield | ||
− | | | + | |20 |
− | |0. | + | |0.5 |
|- | |- | ||
|Rodney Carrigan | |Rodney Carrigan | ||
− | | | + | |12 |
− | |0. | + | |0.8 |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
|Peter Hall | |Peter Hall | ||
− | | | + | |34 |
− | |0. | + | |0.85 |
|- | |- | ||
|Dylan Lee | |Dylan Lee | ||
− | | | + | |55 |
− | |1. | + | |1.375 |
|- | |- | ||
|Mark Navarro | |Mark Navarro | ||
− | | | + | |41 |
− | |1. | + | |1.025 |
|- | |- | ||
|Gordon Waughan | |Gordon Waughan | ||
− | | | + | |33 |
− | | | + | |0.825 |
|- | |- | ||
|Frank Wilkins | |Frank Wilkins | ||
− | | | + | |21 |
− | |0. | + | |0.525 |
|- | |- | ||
|William Valencia | |William Valencia | ||
− | | | + | |39 |
− | |0. | + | |0.975 |
|- | |- | ||
|Michael Yacono | |Michael Yacono | ||
− | | | + | |7 |
− | |0. | + | |0.175 |
|- | |- | ||
|} | |} |
Latest revision as of 18:28, 6 December 2017
Contents
Dahua North America Tech Support Meeting Information
November 18, 2017 to December 1, 2017
Week 1: November 20, 2017 to November 24, 2017
Week 2: November 27, 2017 to December 1, 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: December 6, 2017 @ 11:00AM-12:00PM PST
Topics
- Holiday Party next week!
- Dealer Specific Queue. Currently troubleshooting routing issue.
- Conference and IM Feature Added to Shoretel
- Reporting: Call Volume vs. Availability
Salesforce
- Main Queue Setup, Email routing working, Web2Case working
- Dealer Queue Setup, Email routing working, Web2Case working
- Voicemail Queue Setup, Email routing working
- Alpha Queue Setup, Email routing working
Next Week:
- Formal testing, and training
- Salesforce hard cut-over date: 12.18.2017
Shoretel / Mitel
- Bug hunt continues!
- Physical phones shipped to Irvine, pending arrival, testing, and assessment of who need a physical phone.
- Headsets? Does everyone have one?
Feature of the Week
Related Article:
- Add Dahua IP Camera to NVR
- Smart Add
- Add 3rd Party IP Camera to NVR
- How To Add A Hikvision Camera to A Dahua NVR
- How To Add An Axis Camera to A Dahua NVR
Feature: How to Add IP Cameras to Dahua Recorders
Firmware
News and Info about Firmware
Inbound Call Volume
November 20, 2017 to November 24, 2017
Desk.com
Day of Week | Created Cases | Resolved Cases |
Monday | 45 | 58 |
Tuesday | 64 | 52 |
Wednesday | 48 | 53 |
Thursday | 3 | 0 |
Friday | 3 | 2 |
Total | 163 | 165 |
Shoretel / Mitel
Total | 200 | 100% |
Answered | 117 | 58.5% |
Unanswered | 83 | 41.5% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 20, 2017 | 37 | 30 | 7 | 81% |
Tuesday | Nov 21, 2017 | 81 | 38 | 43 | 46.9% |
Wednesday | Nov 22, 2017 | 77 | 48 | 29 | 62.33% |
Thursday | Nov 23, 2017 | 3 | 0 | 3 | 0% |
Friday | Nov 24, 2017 | 2 | 0 | 2 | 0% |
Total | Week 1 | 200 | 116 | 84 | 58% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 8 | 0.3 |
Denis Boulet | 3 | 0.125 |
Collin Bromfield | 7 | 0.291 |
Rodney Carrigan | 14 | 1.55 |
Peter Hall | 4 | 0.166 |
Dylan Lee | 27 | 1.125 |
Mark Navarro | 16 | 0.66 |
Gordon Waughan | 25 | 1.041 |
Frank Wilkins | 22 | 0.916 |
William Valencia | 21 | 0.875 |
Michael Yacono | 7 | 0.291 |
November 27, 2017 - December 1, 2017
Desk.com
Day of Week | Created Cases | Resolved Cases |
Monday | 65 | 66 |
Tuesday | 70 | 69 |
Wednesday | 68 | 67 |
Thursday | 57 | 50 |
Friday | 66 | 64 |
Total | 326 | 316 |
Shoretel / Mitel
Total | 340 | 100% |
Answered | 272 | 80% |
Unanswered | 68 | 20% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 27, 2017 | 62 | 49 | 13 | 79.03% |
Tuesday | Nov 28, 2017 | 70 | 62 | 8 | 88.57% |
Wednesday | Nov 29, 2017 | 68 | 54 | 14 | 79.41% |
Thursday | Nov 30, 2017 | 57 | 47 | 10 | 82.45% |
Friday | Dec 1, 2017 | 83 | 60 | 23 | 72.2% |
Total | Week 1 | 340 | 272 | 68 | 80% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 22 | 0.55 |
Denis Boulet | 2 | 0.05 |
Collin Bromfield | 20 | 0.5 |
Rodney Carrigan | 12 | 0.8 |
Peter Hall | 34 | 0.85 |
Dylan Lee | 55 | 1.375 |
Mark Navarro | 41 | 1.025 |
Gordon Waughan | 33 | 0.825 |
Frank Wilkins | 21 | 0.525 |
William Valencia | 39 | 0.975 |
Michael Yacono | 7 | 0.175 |
Developer Corner
New on the Wiki
New on LearnDahua
Sales Training
External
- N/A