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Difference between revisions of ":DNA BiWeekly Meeting2"

(→‎Lunch Schedule)
(→‎Agent Weekly Breakdown)
Line 173: Line 173:
  
 
====Agent Weekly Breakdown====
 
====Agent Weekly Breakdown====
 +
 +
{| class="wikitable sortable"
 +
|+Nov 13, 2017 to Nov 17, 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
 +
|-
 +
|}
  
 
===November 13, 2017 - November 17, 2017===
 
===November 13, 2017 - November 17, 2017===

Revision as of 16:22, 21 November 2017

Dahua North America Tech Support Meeting Information

November 6, 2017 to November 17, 2017

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 22, 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.

Feature of the Week

Related Article:

Feature: Email Notifications

Description:

Firmware

News and Info about Firmware


Inbound Call Volume

November 6, 2017 to November 17, 2017

Desk.com

Created and Resolved Cases Nov 6-10
Day of Week Created Cases Resolved Cases
Monday 50 46
Tuesday 60 61
Wednesday 56 53
Thursday 42 36
Friday 8 9
Total 216 205

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 6-10
Total 289 100%
Answered 156 54%
Unanswered 133 56%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 6, 2017 48 27 21 56.25%
Tuesday Nov 7, 2017 78 51 27 65.38%
Wednesday Nov 8, 2017 81 37 44 45.67%
Thursday Nov 9, 2017 56 36 20 36.2%
Friday Nov 10, 2017 18 0 18 0%
Total Week 1 281 151 130 53.73%


pChart

Agent Weekly Breakdown

Nov 13, 2017 to Nov 17, 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

November 13, 2017 - November 17, 2017

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

New Hires

  • Tha Duong
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