Difference between revisions of ":Process/Reporting 2019 Summary"
(→Top 10-Problem Type Template) |
|||
(16 intermediate revisions by the same user not shown) | |||
Line 1: | Line 1: | ||
=2019 Summary= | =2019 Summary= | ||
− | === | + | __NOTOC__ |
+ | ===Q1 Total=== | ||
{| class="wikitable" | {| class="wikitable" | ||
!|Type | !|Type | ||
Line 88: | Line 89: | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
{| id="resource_PTmonth" class="wikitable" | {| id="resource_PTmonth" class="wikitable" | ||
+ | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
− | |1. Camera Troubleshoot | + | ||1. Camera Troubleshoot |
− | | | + | || |
+ | |- | ||
+ | ||2. Remote Access (P2P) | ||
+ | || | ||
+ | |- | ||
+ | ||3. General Info | ||
+ | || | ||
+ | |- | ||
+ | ||4. Password Reset | ||
+ | || | ||
+ | |- | ||
+ | ||5. Presales Technical | ||
+ | || | ||
+ | |- | ||
+ | ||6. Non-Auth | ||
+ | || | ||
+ | |- | ||
+ | ||7. SmartPSS | ||
+ | || | ||
+ | |- | ||
+ | ||8.Display Monitor | ||
+ | || | ||
+ | |- | ||
+ | ||9. Mobile Access, Remote Access P2P | ||
+ | || | ||
+ | |- | ||
+ | ||10. Playback | ||
+ | || | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | || | ||
+ | |} | ||
+ | |||
+ | ==Summary== | ||
+ | |||
+ | ===Inbound Calls=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Inbound Calls | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=10000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | January, | ||
+ | February, | ||
+ | March, | ||
+ | April, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===Outbound Calls=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Outbound Calls | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===Abandoned Calls=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Abandoned Calls | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===Voicemail Cases=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Voicemail Cases | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===Created Cases=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Created Cases | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===Closed Cases=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Closed Cases | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
|- | |- | ||
− | | | + | !|TOTAL |
− | | | + | | |
|- | |- | ||
− | |3 | + | !colspan="2"| |
− | | | + | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled |
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===Escalated Cases=== | ||
+ | {| class="wikitable" | ||
|- | |- | ||
− | | | + | !|Type |
− | | | + | !|Escalated Cases |
|- | |- | ||
− | | | + | !|Dahua North America |
− | | | + | | |
|- | |- | ||
− | | | + | !|Dealer Queue |
− | | | + | | |
|- | |- | ||
− | | | + | !|FLIR |
− | | | + | | |
|- | |- | ||
− | | | + | !|Lorex |
− | | | + | | |
|- | |- | ||
− | | | + | !|LeChange |
− | | | + | | |
|- | |- | ||
− | | | + | !|Empower |
− | | | + | | |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | | + | | |
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
|} | |} | ||
− | < | + | ===RMA Created=== |
− | < | + | {| class="wikitable" |
− | + | |- | |
− | + | !|Type | |
− | + | !|Inbound Calls | |
− | + | |- | |
− | + | !|Dahua North America | |
− | + | | | |
− | + | |- | |
− | + | !|Dealer Queue | |
− | + | | | |
− | </ | + | |- |
− | + | !|FLIR | |
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===RMA Completed=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|RMA Completed | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===CSAT Average=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Inbound Calls | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} | ||
+ | |||
+ | ===QA Average=== | ||
+ | {| class="wikitable" | ||
+ | |- | ||
+ | !|Type | ||
+ | !|Inbound Calls | ||
+ | |- | ||
+ | !|Dahua North America | ||
+ | | | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | | | ||
+ | |- | ||
+ | !|FLIR | ||
+ | | | ||
+ | |- | ||
+ | !|Lorex | ||
+ | | | ||
+ | |- | ||
+ | !|LeChange | ||
+ | | | ||
+ | |- | ||
+ | !|Empower | ||
+ | | | ||
+ | |- | ||
+ | !|TOTAL | ||
+ | | | ||
+ | |- | ||
+ | !colspan="2"| | ||
+ | <pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled | ||
+ | angle=90 plots legend> | ||
+ | ,DNA,FLIR,Lorex | ||
+ | Week 1, | ||
+ | Week 2, | ||
+ | Week 3, | ||
+ | Week 4, | ||
+ | </pLines> | ||
+ | |} |
Latest revision as of 15:46, 12 March 2019
2019 Summary
Q1 Total
Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | ||||||||||
FLIR | ||||||||||
Lorex | ||||||||||
Empower | ||||||||||
ADT | ||||||||||
TOTAL |
Top 10-Problem Type Template
Problem Type | Number of Cases Created |
---|---|
1. Camera Troubleshoot | |
2. Remote Access (P2P) | |
3. General Info | |
4. Password Reset | |
5. Presales Technical | |
6. Non-Auth | |
7. SmartPSS | |
8.Display Monitor | |
9. Mobile Access, Remote Access P2P | |
10. Playback | |
TOTAL |
Summary
Inbound Calls
Type | Inbound Calls |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
Outbound Calls
Type | Outbound Calls |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
Abandoned Calls
Type | Abandoned Calls |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
Voicemail Cases
Type | Voicemail Cases |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
Created Cases
Type | Created Cases |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
Closed Cases
Type | Closed Cases |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
Escalated Cases
Type | Escalated Cases |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
RMA Created
Type | Inbound Calls |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
RMA Completed
Type | RMA Completed |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
CSAT Average
Type | Inbound Calls |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|
QA Average
Type | Inbound Calls |
---|---|
Dahua North America | |
Dealer Queue | |
FLIR | |
Lorex | |
LeChange | |
Empower | |
TOTAL | |
|