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Revision as of 17:38, 7 November 2017
Contents
Dahua North America Tech Support Meeting Information
Call In-Bridge Info
Participant Code: 104-357-739-22
Participant URL: https://join.shoretel.com/conference/10435773922
Local dial in: +19179427142
Additional Calling Info: Canada Dial in +1 (647) 558-3006
Schedule
Date: November 8, 2017 @ 11:00AM-12:00PM PST
Topics
- Shoretel = Mitel
- Salesforce
- New Serial Tracker
Feature of the Week
Related Article:
Feature:
Description:
Firmware
News and Info about Firmware
Backend
Trends
Inbound Call Volume
October 30, 2017 to November 3, 2017
Desk.com
Day of Week | Created Cases | Resolved Cases |
Monday | 60 | 54 |
Tuesday | 57 | 32 |
Wednesday | 45 | 40 |
Thursday | 65 | 54 |
Friday | 58 | 39 |
Total | 285 | 213 |
Shoretel / Mitel
Total | 335 | 100% |
Answered | 132 | 39.4% |
Unanswered | 203 | 60.6% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Oct 30, 2017 | 86 | 21 | 65 | 24.4% |
Tuesday | Oct 31, 2017 | 60 | 31 | 29 | 51.6% |
Wednesday | Nov 1, 2017 | 83 | 40 | 43 | 48.1% |
Thursday | Nov 2, 2017 | 80 | 29 | 51 | 36.2% |
Friday | Nov 3, 2017 | System Down | System Down | System Down | System Down |
Total | Week 1 | 309 | 121 | 188 | 39.1% |
Agent Weekly Breakdown
Agent | Total Calls | Answered Calls | Abandoned Calls | Resolved Cases |
---|---|---|---|---|
Jack Bao | 0 | |||
Barry Rossen | 1 | 0 | 1 | 4 |
Denis Boulet | 1 | 0 | 1 | 0 |
Collin Bromfield | 4 | 0 | 4 | 5 |
Rodney Carrigan | 1 | 0 | 1 | 8 |
Nathan Grefe | Vacation | Vacation | Vacation | Vacation |
Peter Hall | 4 | 2 | 2 | 53 |
Dylan Lee | 3 | 2 | 1 | 24 |
Mark Navarro | 1 | 0 | 1 | 37 |
Gordon Waughan | 33 | |||
Frank Wilkins | 29 | 3 | 26 | 17 |
William Valencia | 2 | 2 | 0 | 21 |
Michael Yacono | N/A | N/A | N/A | 4 |
Lunch Schedule
Hour | Group 1 | Group 2 | Group 3 | Total |
6:00AM-7:00AM | 2 | 2 | 1 | 5 |
7:00AM-8:00AM | 2 | 2 | 1 | 5 |
8:00AM-9:00AM | 2 | 2 | 2 | 6 |
9:00AM-10:00AM | 4 | 2 | 2 | 8 |
10:00AM-11:00AM | 4 | 3 | 2 | 9 |
11:00AM-12:00PM | 2 | 3 | 2 | 7 |
12:00PM-1:00PM | 3 | 2 | 2 | 7 |
1:00PM-2:00PM | 2 | 4 | 2 | 8 |
2:00PM-3:00PM | 3 | 3 | 1 | 7 |
3:00PM-4:00PM | 2 | 2 | 1 | 5 |
4:00PM-5:00PM | 1 | 2 | 0 | 3 |
Developer Corner
New on the Wiki
New on LearnDahua
Sales Training
- NVR Sales Training- NVR sales training focusing on key feature, and product capabilities. Suitable for all audiences
- IP Fixed Camera Sales Training- IP-Fixed-Camera sales training focusing on key feature, and product capabilities. Suitable for all audiences.
- IP Panorama Camera Sales Training -IP Panorama Camera sales training focusing on key feature, and product capabilities. Suitable for all audiences.
- HCVR & XVR Sales Training - XVR and DVR Sales training focusing on key features, and product capabilities. Suitable for all audiences
External
- N/A
Internal
- Technical Certification Online Resource
- Technical Training
- Technical Assessment
- Presentation Resource
- HCVR & XVR Internal Training
- DSS Introduction
- Technical Support Operations
New Hires
- Barry Rossen
- William Valencia