Difference between revisions of ":Process/Reporting 2019 Summary"

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=2019 Summary=
 
=2019 Summary=
−
===January Total===
+
__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
−
| 441
+
||
 
|-
 
|-
−
|2. Remote Access (P2P)
+
||2. Remote Access (P2P)
−
| 236
+
||
 
|-
 
|-
−
|3. General Info
+
||3. General Info
−
| 182
+
||
 
|-
 
|-
−
|4. Password Reset
+
||4. Password Reset
−
| 124
+
||
 
|-
 
|-
−
|5. Presales Technical  
+
||5. Presales Technical
−
| 111
+
||
 
|-
 
|-
−
|6. Non-Auth
+
||6. Non-Auth
−
| 63
+
||
 
|-
 
|-
−
|7. SmartPSS
+
||7. SmartPSS
−
|62
+
||
 
|-
 
|-
−
|8.Display Monitor
+
||8.Display Monitor
−
| 50
+
||
 
|-
 
|-
−
|9. Mobile Access, Remote Access P2P
+
||9. Mobile Access, Remote Access P2P
−
| 28
+
||
 
|-
 
|-
−
|10. Playback
+
||10. Playback
−
| 26
+
||
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
−
|<span id="resource_PTmonth_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_PTmonth', 1 );
 
−
</script>
 
−
</html>
 
 
==Summary==
 
==Summary==
  
 
===Inbound Calls===
 
===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  
 
<pLines ymin=0 ymax=10000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
 
,DNA,FLIR,Lorex
 
,DNA,FLIR,Lorex
−
Week 1,
+
January,
−
Week 2,
+
February,
−
Week 3,
+
March,
−
Week 4,
+
April,
 
</pLines>
 
</pLines>
 +
|}
  
 
===Outbound Calls===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 159: Line 203:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===Abandoned Calls===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 169: Line 241:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===Voicemail Cases===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 179: Line 279:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===Created Cases===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 189: Line 317:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===Closed Cases===
 
===Closed Cases===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Closed Cases
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 199: Line 355:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===Escalated Cases===
 
===Escalated Cases===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Escalated Cases
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 209: Line 393:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===RMA Created===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 219: Line 431:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===RMA Completed===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 229: Line 469:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===CSAT Average===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 239: Line 507:
 
Week 4,
 
Week 4,
 
</pLines>
 
</pLines>
 +
|}
  
 
===QA Average===
 
===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  
 
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
Line 249: Line 545:
 
Week 4,
 
Week 4,
 
</pLines>
 
</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

pChart

Outbound Calls

Type Outbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Abandoned Calls

Type Abandoned Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Voicemail Cases

Type Voicemail Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Created Cases

Type Created Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Closed Cases

Type Closed Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Escalated Cases

Type Escalated Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

RMA Created

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

RMA Completed

Type RMA Completed
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

CSAT Average

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

QA Average

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

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