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Difference between revisions of ":Process/Reporting March"
(→Week 1: March 3 to 9) |
(→Salesforce Backend Changelog) |
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{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
Line 119: | Line 7: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 130: | Line 19: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||702 |
− | || | + | ||57 |
− | || | + | ||1:15 |
− | || | + | ||38 |
+ | ||67 | ||
||567 | ||567 | ||
− | || | + | ||240 |
||24 | ||24 | ||
− | || | + | ||19 |
||21 | ||21 | ||
||93% | ||93% | ||
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|Dealer Queue | ||
− | || | + | ||32 |
− | || | + | ||23 |
− | || | + | ||0:21 |
− | || | + | ||15 |
− | || | + | ||0 |
− | || | + | ||0 |
− | || | + | ||0 |
− | || | + | ||0 |
− | || | + | ||0 |
− | || | + | ||0 |
− | || | + | ||N/A |
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | || | + | ||528 |
− | || | + | ||51 |
− | || | + | ||0:55 |
− | || | + | ||42 |
+ | ||0 | ||
||306 | ||306 | ||
||473 | ||473 | ||
Line 165: | Line 57: | ||
||0 | ||0 | ||
||6 | ||6 | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||6921 |
− | || | + | ||746 |
− | || | + | ||1:21 |
− | || | + | ||765 |
− | || | + | ||N/A |
− | || | + | ||6574 |
− | || | + | ||10527 |
− | || | + | ||0 |
+ | ||629 | ||
||203 | ||203 | ||
− | || | + | ||90% |
− | || | + | ||N/A |
+ | |- | ||
+ | !|LeChange | ||
+ | ||23 | ||
+ | ||19 | ||
+ | ||0:35 | ||
+ | ||2 | ||
+ | ||0 | ||
+ | ||3 | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
+ | ||3 | ||
||1 | ||1 | ||
+ | ||0:08 | ||
+ | ||0 | ||
||0 | ||0 | ||
− | |||
− | |||
||2 | ||2 | ||
||0 | ||0 | ||
Line 191: | Line 99: | ||
||0 | ||0 | ||
||0 | ||0 | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | || | + | ||8209 |
− | || | + | ||897 |
− | || | + | ||0:45 |
− | || | + | ||862 |
− | || | + | ||67 |
− | || | + | ||7452 |
− | || | + | ||11243 |
− | || | + | ||24 |
− | || | + | ||648 |
− | || | + | ||230 |
− | || | + | ||91.5% |
+ | ||N/A | ||
|} | |} | ||
− | + | ===Salesforce Backend Changelog=== | |
− | *CSAT for FLIR Record Type not saving results | + | * CSAT for FLIR Record Type not saving results-Reported to HQ/IT |
+ | * Close Case Status fixed for DNA, Lorex, Empower, FLIR last week | ||
+ | * QA Process in Salesforce still pending | ||
+ | * Added Dealer Queue to Weekly Snapshot, added workflow to check dealer box for reporting | ||
+ | * uJet integration still not working | ||
+ | * Avaya integration still pending | ||
+ | * Added, "Empower Device" to Case View | ||
+ | * Cleared DNA VM Inbox-3.12.2019 | ||
+ | * DNA RMA case Workflow modified to Check "RMA Case" for all record types, and all RMA reasons-Should improve reporting on this | ||
+ | * LX-NOT RMA Workflow created for Lorex Record type, to remove checkbox for "RMA Case" | ||
+ | * LX-Waiting on Team Workflow created for Lorex Record type, IF=waiting on MKH, THEN=Check Escalated | ||
+ | * 3-11-2019-Mitel Softphone Updated Resulting in Convergys Team being unable to take calls for a few hours in the AM | ||
+ | * Added additional fields for Report Type: Cases, Surveys, and Survey Responses | ||
==Week 2: March 10 to 16== | ==Week 2: March 10 to 16== | ||
Line 216: | Line 137: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 227: | Line 149: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
+ | ||746 | ||
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|| | || | ||
|| | || | ||
+ | ||790 | ||
+ | ||353 | ||
+ | ||20 | ||
+ | ||290 | ||
+ | ||17 | ||
+ | || | ||
+ | || | ||
+ | |- | ||
+ | !|Dealer Queue | ||
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Line 236: | Line 168: | ||
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+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
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|- | |- | ||
!|FLIR | !|FLIR | ||
+ | ||400 | ||
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+ | ||417 | ||
+ | ||391 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||4 | ||
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+ | |- | ||
+ | !|Lorex | ||
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Line 261: | Line 203: | ||
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+ | |- | ||
+ | !|LeChange | ||
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+ | ||4 | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
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+ | |- | ||
+ | !|Empower | ||
+ | ||3 | ||
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+ | ||3 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
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|- | |- | ||
!|TOTAL | !|TOTAL | ||
+ | || | ||
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Line 291: | Line 246: | ||
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|} | |} | ||
+ | ===Salesforce Backend Changelog=== | ||
+ | * Added, "Call Duration in Minutes" Field Formula to Activity | ||
+ | * DNA-Pending RMA Approval Workflow added when Status=Pending RMA Approval, then RMA Status=RMA Request | ||
+ | * Modified DNA-Pending RMA Approval Workflow -was flagging cases incorrectly, tested and verified behavior is correct now. | ||
+ | |||
==Week 3: March 17 to 23== | ==Week 3: March 17 to 23== | ||
{| class="wikitable" | {| class="wikitable" | ||
Line 297: | Line 257: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 308: | Line 269: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | || | ||
|| | || | ||
|| | || | ||
Line 321: | Line 297: | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
+ | || | ||
|| | || | ||
|| | || | ||
Line 334: | Line 311: | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | |- | ||
+ | !|LeChange | ||
+ | || | ||
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Line 347: | Line 339: | ||
|- | |- | ||
!|Empower | !|Empower | ||
+ | || | ||
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Line 360: | Line 353: | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
+ | || | ||
|| | || | ||
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Line 372: | Line 366: | ||
|| | || | ||
|} | |} | ||
+ | ===Salesforce Backend Changelog=== | ||
+ | *"Pre-Sales" Case field visible for Lorex Agents | ||
+ | *(877) 606-1590 Number ported already, attempting to recover call center functionality | ||
+ | *(877) 606-1590 Main Dahua Number forwarded to (866) 302-6735 Dealer Line due to premature porting of number to new carrier | ||
+ | *Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day1" | ||
+ | *Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day2" | ||
+ | *Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day4" | ||
+ | *Modified Diego Sierra Account to "dnafrenchagent@gmail.com" | ||
+ | *Installed the first part of the Avaya Salesforce integration | ||
+ | *Modified Email Alert, "LX-Close Case, No Response Email" to default use "Support@LorexTechnology.com" | ||
+ | *Modified Email Alert, "LX-CX Hold 1 Days Left" to default use "Support@LorexTechnology.com" | ||
+ | *Modified Email Alert, "LX-CX Hold 2 Days Left" to default use "Support@LorexTechnology.com" | ||
+ | *Modified Email Alert, "LX-CX Hold 5 Days Left" to default use "Support@LorexTechnology.com" | ||
+ | *Modified, "Product Cases" Report Type to "With or Without Product" | ||
+ | *Modified, "DNA-New Case Email" Email Alert to default use Support.USA@DahuaTech | ||
+ | *Created Password Reset Form for testing-https://dahuawiki.com/Password_Reset_Webform -DELETED | ||
+ | *Improved "Look & Feel" of Web-to-Case form | ||
+ | *Modified Case Validation Rule, "LX_Product_Required_to_Escalate" to include Pre-Sales and FLIR Devices | ||
+ | *Created Workflow Rule, "LX-Case Type TS" IF=Assigned to Tech Queue, THEN=LC Case Type=Tech Support | ||
+ | *Created Workflow Rule, "LX-Case Type CS" IF=Assigned to CS Queue, THEN=LC Case Type=CS | ||
+ | *Created Workflow Rule, "LX-Case Type Sales" IF=Assigned to Sales Queue, THEN=LC Case Type=Sales | ||
+ | *Modified Case Field, "Flag for Review" now editable by LX and DNA Team | ||
+ | *Added field, "RMA Device?" to customer object, "Product" | ||
+ | *Added case field, "Assisted By" | ||
+ | *Added additional TLs to Case Field, "Assisted By" | ||
+ | *Added, "Wesco" to Where Purchased List | ||
+ | *Established standing weekly Lorex Review Meeting w/Sheldon | ||
+ | |||
==Week 4: March 24 to 30== | ==Week 4: March 24 to 30== | ||
{| class="wikitable" | {| class="wikitable" | ||
Line 378: | Line 400: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 389: | Line 412: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | || | ||
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Line 402: | Line 440: | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
+ | || | ||
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Line 415: | Line 454: | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | |- | ||
+ | !|LeChange | ||
+ | || | ||
|| | || | ||
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Line 428: | Line 482: | ||
|- | |- | ||
!|Empower | !|Empower | ||
+ | || | ||
|| | || | ||
|| | || | ||
Line 441: | Line 496: | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
+ | || | ||
|| | || | ||
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Line 453: | Line 509: | ||
|| | || | ||
|} | |} | ||
+ | ===Salesforce Backend Changelog=== | ||
+ | *Disabled workflow, "DNA VoicemailRouting" | ||
+ | *Avaya migration this week | ||
+ | *DNA CTI Report Type updated to include new case and activity fields from Avaya | ||
+ | *enable visibility of LX-Case Type for Lorex Agent |
Latest revision as of 23:28, 30 March 2019
Week 1: March 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 | 702 | 57 | 1:15 | 38 | 67 | 567 | 240 | 24 | 19 | 21 | 93% | N/A |
Dealer Queue | 32 | 23 | 0:21 | 15 | 0 | 0 | 0 | 0 | 0 | 0 | N/A | N/A |
FLIR | 528 | 51 | 0:55 | 42 | 0 | 306 | 473 | 0 | 0 | 6 | N/A | N/A |
Lorex | 6921 | 746 | 1:21 | 765 | N/A | 6574 | 10527 | 0 | 629 | 203 | 90% | N/A |
LeChange | 23 | 19 | 0:35 | 2 | 0 | 3 | 3 | 0 | 0 | 0 | N/A | N/A |
Empower | 3 | 1 | 0:08 | 0 | 0 | 2 | 0 | 0 | 0 | 0 | N/A | N/A |
TOTAL | 8209 | 897 | 0:45 | 862 | 67 | 7452 | 11243 | 24 | 648 | 230 | 91.5% | N/A |
Salesforce Backend Changelog
- CSAT for FLIR Record Type not saving results-Reported to HQ/IT
- Close Case Status fixed for DNA, Lorex, Empower, FLIR last week
- QA Process in Salesforce still pending
- Added Dealer Queue to Weekly Snapshot, added workflow to check dealer box for reporting
- uJet integration still not working
- Avaya integration still pending
- Added, "Empower Device" to Case View
- Cleared DNA VM Inbox-3.12.2019
- DNA RMA case Workflow modified to Check "RMA Case" for all record types, and all RMA reasons-Should improve reporting on this
- LX-NOT RMA Workflow created for Lorex Record type, to remove checkbox for "RMA Case"
- LX-Waiting on Team Workflow created for Lorex Record type, IF=waiting on MKH, THEN=Check Escalated
- 3-11-2019-Mitel Softphone Updated Resulting in Convergys Team being unable to take calls for a few hours in the AM
- Added additional fields for Report Type: Cases, Surveys, and Survey Responses
Week 2: March 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 | 746 | 790 | 353 | 20 | 290 | 17 | ||||||
Dealer Queue | 1 | 0 | 0 | 0 | 0 | |||||||
FLIR | 400 | 417 | 391 | 0 | 0 | 4 | ||||||
Lorex | ||||||||||||
LeChange | 4 | 1 | 0 | 0 | 0 | |||||||
Empower | 3 | 3 | 0 | 0 | 0 | 0 | ||||||
TOTAL |
Salesforce Backend Changelog
- Added, "Call Duration in Minutes" Field Formula to Activity
- DNA-Pending RMA Approval Workflow added when Status=Pending RMA Approval, then RMA Status=RMA Request
- Modified DNA-Pending RMA Approval Workflow -was flagging cases incorrectly, tested and verified behavior is correct now.
Week 3: March 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 | ||||||||||||
Dealer Queue | ||||||||||||
FLIR | ||||||||||||
Lorex | ||||||||||||
LeChange | ||||||||||||
Empower | ||||||||||||
TOTAL |
Salesforce Backend Changelog
- "Pre-Sales" Case field visible for Lorex Agents
- (877) 606-1590 Number ported already, attempting to recover call center functionality
- (877) 606-1590 Main Dahua Number forwarded to (866) 302-6735 Dealer Line due to premature porting of number to new carrier
- Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day1"
- Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day2"
- Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day4"
- Modified Diego Sierra Account to "dnafrenchagent@gmail.com"
- Installed the first part of the Avaya Salesforce integration
- Modified Email Alert, "LX-Close Case, No Response Email" to default use "Support@LorexTechnology.com"
- Modified Email Alert, "LX-CX Hold 1 Days Left" to default use "Support@LorexTechnology.com"
- Modified Email Alert, "LX-CX Hold 2 Days Left" to default use "Support@LorexTechnology.com"
- Modified Email Alert, "LX-CX Hold 5 Days Left" to default use "Support@LorexTechnology.com"
- Modified, "Product Cases" Report Type to "With or Without Product"
- Modified, "DNA-New Case Email" Email Alert to default use Support.USA@DahuaTech
- Created Password Reset Form for testing-https://dahuawiki.com/Password_Reset_Webform -DELETED
- Improved "Look & Feel" of Web-to-Case form
- Modified Case Validation Rule, "LX_Product_Required_to_Escalate" to include Pre-Sales and FLIR Devices
- Created Workflow Rule, "LX-Case Type TS" IF=Assigned to Tech Queue, THEN=LC Case Type=Tech Support
- Created Workflow Rule, "LX-Case Type CS" IF=Assigned to CS Queue, THEN=LC Case Type=CS
- Created Workflow Rule, "LX-Case Type Sales" IF=Assigned to Sales Queue, THEN=LC Case Type=Sales
- Modified Case Field, "Flag for Review" now editable by LX and DNA Team
- Added field, "RMA Device?" to customer object, "Product"
- Added case field, "Assisted By"
- Added additional TLs to Case Field, "Assisted By"
- Added, "Wesco" to Where Purchased List
- Established standing weekly Lorex Review Meeting w/Sheldon
Week 4: March 24 to 30
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 | ||||||||||||
Dealer Queue | ||||||||||||
FLIR | ||||||||||||
Lorex | ||||||||||||
LeChange | ||||||||||||
Empower | ||||||||||||
TOTAL |
Salesforce Backend Changelog
- Disabled workflow, "DNA VoicemailRouting"
- Avaya migration this week
- DNA CTI Report Type updated to include new case and activity fields from Avaya
- enable visibility of LX-Case Type for Lorex Agent