Difference between revisions of ":DNA BiWeekly Meeting3"

(Inbound Call Volume)
(November 13, 2017 - November 17, 2017)
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===November 13, 2017 - November 17, 2017===
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===November 27, 2017 - December 1, 2017===
 
====Desk.com====
 
====Desk.com====
 
{| class="wikitable"
 
{| class="wikitable"
 
|+Created and Resolved Cases
 
|+Created and Resolved Cases
 
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|+Nov 6-10
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|+Nov 27-Dec 1
 
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|Day of Week
 
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|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590
 
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|+Nov 27-Dec 1
 
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|Total
 
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|Monday
 
|Monday
|Nov 13, 2017
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|Nov 27, 2017
 
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|58
 
|58
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|-
 
|Tuesday
 
|Tuesday
|Nov 14, 2017
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|Nov 28, 2017
 
|77
 
|77
 
|49
 
|49
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|-
 
|Wednesday
 
|Wednesday
|Nov 15, 2017
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|Nov 29, 2017
 
|88
 
|88
 
|47
 
|47
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|-
 
|-
 
|Thursday
 
|Thursday
|Nov 16, 2017
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|Nov 30, 2017
 
|89
 
|89
 
|37
 
|37
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|-
 
|Friday
 
|Friday
|Nov 17, 2017
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|Dec 1, 2017
 
|45
 
|45
 
|25
 
|25
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{| class="wikitable sortable"
 
{| class="wikitable sortable"
|+Nov 13, 2017 to Nov 17, 2017
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|+Nov 27, 2017 to Dec 1, 2017
 
!|Agent
 
!|Agent
 
!|Resolved Case
 
!|Resolved Case

Revision as of 17:47, 4 December 2017

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 Announced
  • SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
  • Shoretel Integration added to Desk.com
  • Shoretel Integration added to Salesforce
  • Inbound Emails tested, and working on Salesforce Production Server
  • Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
  • New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
  • Outlook Shared Calendar
  • Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.
  • Conference Feature Added to Shoretel

Feature of the Week

Related Article:

Feature:

Description:

Firmware

News and Info about Firmware


Inbound Call Volume

November 20, 2017 to November 24, 2017

Desk.com

Created and Resolved Cases Nov 20-24
Day of Week Created Cases Resolved Cases
Monday
Tuesday
Wednesday
Thursday
Friday
Total

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 20-24
Total 100%
Answered 54%
Unanswered 56%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 20, 2017 48 27 21 56.25%
Tuesday Nov 21, 2017 78 51 27 65.38%
Wednesday Nov 22, 2017 81 37 44 45.67%
Thursday Nov 23, 2017 56 36 20 36.2%
Friday Nov 24, 2017 18 0 18 0%
Total Week 1 281 151 130 53.73%


pChart

Agent Weekly Breakdown

Nov 20, 2017 to Nov 24, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 12 0.3
Denis Boulet 1 0.025
Collin Bromfield 0 0
Rodney Carrigan 6 0.4
Nathan Grefe 6 0.6
Peter Hall 47 1.175
Dylan Lee 24 0.6
Mark Navarro 27 0.675
Gordon Waughan 40 0.775
Frank Wilkins 13 0.325
William Valencia 30 0.675
Michael Yacono 3 0.075

November 27, 2017 - December 1, 2017

Desk.com

Created and Resolved Cases Nov 27-Dec 1
Day of Week Created Cases Resolved Cases
Monday 91 67
Tuesday 53 56
Wednesday 65 57
Thursday 82 64
Friday 47 51
Total 338 295

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 27-Dec 1
Total 389 100%
Answered 216 55.5%
Unanswered 173 44.4%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 27, 2017 90 58 32 64.44%
Tuesday Nov 28, 2017 77 49 28 63.63%
Wednesday Nov 29, 2017 88 47 41 53.4%
Thursday Nov 30, 2017 89 37 52 41.57%
Friday Dec 1, 2017 45 25 20 55.55%
Total Week 1 389 216 173 55.52%


pChart

Agent Weekly Breakdown

Nov 27, 2017 to Dec 1, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 26 0.65
Denis Boulet 4 0.1
Collin Bromfield 9 0.225
Rodney Carrigan 7 0.46
Nathan Grefe 2 0.2
Peter Hall 35 0.87
Dylan Lee 47 1.175
Mark Navarro 50 1.25
Gordon Waughan 40 1
Frank Wilkins 34 0.75
William Valencia 30 0.75
Michael Yacono 5 0.125

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

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