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Difference between revisions of ":DNA BiWeekly Meeting"
(→Lunch Schedule) |
(→Internal) |
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Line 352: | Line 352: | ||
*N/A | *N/A | ||
====Internal==== | ====Internal==== | ||
− | *Technical Certification Online Resource | + | *Technical Certification Online Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations. |
*Technical Training | *Technical Training | ||
− | *Technical Assessment | + | *Technical Assessment-Test to assess general Product knowledge, and technical functionality. |
− | *Presentation Resource | + | *Presentation Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations. |
− | *HCVR & XVR Internal Training | + | *HCVR & XVR Internal Training-XVR and DVR training focusing on key features, and product capabilities. |
− | *DSS Introduction | + | *DSS Introduction-This course will go over the basics of the DSS hardware, how to configure and troubleshoot customer's DSS units, and the proper way to escalate a DSS case in the event that you are unable to resolve the issue. |
− | *Technical Support Operations | + | *Technical Support Operations-Internal course for Dahua Employees only. This course will go over the standard operating procedure for call center employees, HR information, key contact information, and much more. This course will be updated and maintained on a regular basis. |
==New Hires== | ==New Hires== | ||
*Barry Rossen | *Barry Rossen | ||
*William Valencia | *William Valencia |
Revision as of 18:21, 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-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations.
- Technical Training
- Technical Assessment-Test to assess general Product knowledge, and technical functionality.
- Presentation Resource-This course is a repository for Dahua Employees only. In the course, you can download the latest Powerpoint presentations.
- HCVR & XVR Internal Training-XVR and DVR training focusing on key features, and product capabilities.
- DSS Introduction-This course will go over the basics of the DSS hardware, how to configure and troubleshoot customer's DSS units, and the proper way to escalate a DSS case in the event that you are unable to resolve the issue.
- Technical Support Operations-Internal course for Dahua Employees only. This course will go over the standard operating procedure for call center employees, HR information, key contact information, and much more. This course will be updated and maintained on a regular basis.
New Hires
- Barry Rossen
- William Valencia