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Difference between revisions of ":Process/Reporting February"
(→Week 2: February 11 to 17) |
(→Week 2: February 10 to 16) |
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Line 1: | Line 1: | ||
=February 2019= | =February 2019= | ||
− | ==Week 1: February | + | __NOTOC__ |
+ | |||
+ | |||
+ | ==Week 1: February 3 to 9== | ||
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
Line 6: | Line 9: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 13: | Line 17: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||682 |
− | || | + | ||47 |
− | || | + | ||2:50 |
− | || | + | ||6 |
− | || | + | ||102 |
− | || | + | ||479 |
− | || | + | ||424 |
+ | ||46 | ||
+ | ||16 | ||
+ | ||18 | ||
+ | ||88% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||9 | ||
+ | ||16 | ||
+ | ||8:06 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
+ | ||334 | ||
+ | ||31 | ||
+ | ||1:51 | ||
+ | ||6 | ||
+ | ||0 | ||
+ | ||332 | ||
+ | ||366 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | ||7661 | ||
+ | ||658 | ||
+ | ||6:51 | ||
+ | ||1683 | ||
+ | ||N/A | ||
+ | ||7498 | ||
+ | ||6590 | ||
+ | ||9 | ||
+ | ||950 | ||
+ | ||489 | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||19 | ||
+ | ||13 | ||
+ | ||7:16 | ||
+ | ||7 | ||
|| | || | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
+ | ||2 | ||
+ | ||1 | ||
+ | ||5:22 | ||
+ | ||1 | ||
|| | || | ||
+ | ||4 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 68: | Line 116: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
− | ==Week 2: February | + | |
+ | ==Week 2: February 10 to 16== | ||
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
Line 75: | Line 125: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 82: | Line 133: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
+ | ||600 | ||
+ | ||40 | ||
+ | ||1:32 | ||
+ | ||12 | ||
+ | ||97 | ||
+ | ||545 | ||
+ | ||387 | ||
+ | ||32 | ||
+ | ||16 | ||
+ | ||20 | ||
+ | ||90% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||5 | ||
+ | ||12 | ||
+ | ||10:52 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
+ | ||448 | ||
+ | ||37 | ||
+ | ||0:52 | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||309 | ||
+ | ||316 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | ||7154 | ||
+ | ||661 | ||
+ | ||2:21 | ||
+ | ||1020 | ||
+ | ||N/A | ||
+ | ||7100 | ||
+ | ||6300 | ||
+ | ||2 | ||
+ | ||835 | ||
+ | ||397 | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||17 | ||
+ | ||9 | ||
+ | ||3:29 | ||
+ | ||6 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
+ | ||3 | ||
+ | ||1 | ||
+ | ||0:12 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 137: | Line 232: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
− | ==Week 3: February | + | ==Week 3: February 17 to 23== |
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
Line 145: | Line 241: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 152: | Line 249: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||1104 |
− | || | + | ||61 |
− | || | + | ||0:35 |
− | || | + | ||22 |
− | || | + | ||145 |
− | || | + | ||521 |
− | || | + | ||334 |
+ | ||19 | ||
+ | ||17 | ||
+ | ||14 | ||
+ | ||81% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||5 | ||
+ | ||10 | ||
+ | ||2:08 | ||
+ | ||0 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
+ | ||391 | ||
+ | ||17 | ||
+ | ||3:56 | ||
+ | ||6 | ||
+ | ||0 | ||
+ | ||388 | ||
+ | ||320 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | ||7292 | ||
+ | ||773 | ||
+ | ||1:16 | ||
+ | ||832 | ||
+ | ||N/A | ||
+ | ||7117 | ||
+ | ||6292 | ||
+ | ||3 | ||
+ | ||837 | ||
+ | ||405 | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||11 | ||
+ | ||6 | ||
+ | ||12:57 | ||
+ | ||2 | ||
|| | || | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
+ | ||4 | ||
+ | ||1 | ||
+ | ||3:59 | ||
+ | ||1 | ||
|| | || | ||
+ | ||4 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 207: | Line 348: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
− | ==Week 4: February | + | |
+ | ==Week 4: February 24 to March 2== | ||
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
Line 214: | Line 357: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 221: | Line 365: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||658 |
− | || | + | ||69 |
− | || | + | ||0:29 |
− | || | + | ||23 |
− | || | + | ||59 |
− | || | + | ||578 |
− | || | + | ||282 |
+ | ||17 | ||
+ | ||16 | ||
+ | ||18 | ||
+ | ||80% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||10 | ||
+ | ||20 | ||
+ | ||0:24 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | || | + | ||585 |
− | || | + | ||60 |
− | || | + | ||0:23 |
− | || | + | ||26 |
− | || | + | ||0 |
− | || | + | ||353 |
− | || | + | ||510 |
− | || | + | ||0 |
− | || | + | ||0 |
+ | ||7 | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | ||6986 | ||
+ | ||825 | ||
+ | ||1:14 | ||
+ | ||752 | ||
+ | ||N/A | ||
+ | ||6632 | ||
+ | ||12094 | ||
+ | ||4 | ||
+ | ||779 | ||
+ | ||248 | ||
+ | ||90% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||20 | ||
+ | ||0 | ||
+ | ||1:16 | ||
+ | ||4 | ||
|| | || | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Empower | ||
+ | ||14 | ||
+ | ||0 | ||
+ | ||0:10 | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||5 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
+ | ||N/A | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 265: | Line 464: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |} | ||
+ | ====Top 10-Problem Type==== | ||
+ | {| id="resource_PT1" class="wikitable" | ||
+ | |- | ||
+ | !|Problem Type | ||
+ | !|Number of Cases Created | ||
+ | |- | ||
+ | ||1. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||2. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||3. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||4. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||5. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||6. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||7. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||8. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||9. | ||
+ | ||1 | ||
+ | |- | ||
+ | ||10. | ||
+ | ||1 | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | || | + | ||<span id="resource_PT1_sum">TOT</span> |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|} | |} | ||
+ | |||
+ | <html> | ||
+ | <script type="text/javascript"> | ||
+ | function sumColumn( id, col ) { | ||
+ | var total = 0; | ||
+ | var mytable = document.getElementById( id ); | ||
+ | for ( var v=1; v < mytable.rows.length - 1; v++ ) { | ||
+ | total += parseInt( mytable.rows[v].cells[col].innerHTML ); | ||
+ | } | ||
+ | document.getElementById( id + '_sum' ).innerHTML = total; | ||
+ | } | ||
+ | sumColumn('resource_PT1', 1 ); | ||
+ | </script> | ||
+ | </html> |
Latest revision as of 17:56, 13 March 2019
February 2019
Week 1: February 3 to 9
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 682 | 47 | 2:50 | 6 | 102 | 479 | 424 | 46 | 16 | 18 | 88% | N/A |
Dealer Queue | 9 | 16 | 8:06 | 2 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 334 | 31 | 1:51 | 6 | 0 | 332 | 366 | 0 | 0 | N/A | ||
Lorex | 7661 | 658 | 6:51 | 1683 | N/A | 7498 | 6590 | 9 | 950 | 489 | N/A | |
LeChange | 19 | 13 | 7:16 | 7 | 1 | 0 | 0 | 0 | N/A | |||
Empower | 2 | 1 | 5:22 | 1 | 4 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Week 2: February 10 to 16
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 600 | 40 | 1:32 | 12 | 97 | 545 | 387 | 32 | 16 | 20 | 90% | N/A |
Dealer Queue | 5 | 12 | 10:52 | 2 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 448 | 37 | 0:52 | 3 | 0 | 309 | 316 | 0 | 0 | N/A | ||
Lorex | 7154 | 661 | 2:21 | 1020 | N/A | 7100 | 6300 | 2 | 835 | 397 | N/A | |
LeChange | 17 | 9 | 3:29 | 6 | 0 | 0 | 0 | 0 | N/A | |||
Empower | 3 | 1 | 0:12 | 0 | 0 | 1 | 0 | 0 | 0 | N/A | ||
TOTAL | N/A |
Week 3: February 17 to 23
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 1104 | 61 | 0:35 | 22 | 145 | 521 | 334 | 19 | 17 | 14 | 81% | N/A |
Dealer Queue | 5 | 10 | 2:08 | 0 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 391 | 17 | 3:56 | 6 | 0 | 388 | 320 | 0 | 0 | N/A | ||
Lorex | 7292 | 773 | 1:16 | 832 | N/A | 7117 | 6292 | 3 | 837 | 405 | N/A | |
LeChange | 11 | 6 | 12:57 | 2 | 3 | 0 | 0 | 1 | N/A | |||
Empower | 4 | 1 | 3:59 | 1 | 4 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Week 4: February 24 to March 2
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 658 | 69 | 0:29 | 23 | 59 | 578 | 282 | 17 | 16 | 18 | 80% | N/A |
Dealer Queue | 10 | 20 | 0:24 | 2 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 585 | 60 | 0:23 | 26 | 0 | 353 | 510 | 0 | 0 | 7 | N/A | N/A |
Lorex | 6986 | 825 | 1:14 | 752 | N/A | 6632 | 12094 | 4 | 779 | 248 | 90% | N/A |
LeChange | 20 | 0 | 1:16 | 4 | 2 | 0 | 0 | N/A | ||||
Empower | 14 | 0 | 0:10 | 3 | 0 | 5 | 0 | 0 | 0 | 1 | N/A | N/A |
TOTAL | N/A |
Top 10-Problem Type
Problem Type | Number of Cases Created |
---|---|
1. | 1 |
2. | 1 |
3. | 1 |
4. | 1 |
5. | 1 |
6. | 1 |
7. | 1 |
8. | 1 |
9. | 1 |
10. | 1 |
TOTAL | TOT |