Revision as of 17:35, 4 December 2017 (view source) JP (talk | contribs) ← Older edit		Revision as of 17:44, 4 December 2017 (view source) JP (talk | contribs) (→‎Inbound Call Volume) Newer edit →
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	==Inbound Call Volume==		==Inbound Call Volume==
−	===November 18, 2017 to November 22, 2017===	+	===November 20, 2017 to November 24, 2017===
	====Desk.com====		====Desk.com====
	{| class="wikitable"		{| class="wikitable"
	|+Created and Resolved Cases		|+Created and Resolved Cases
	|-		|-
−	|+Nov 18-22	+	|+Nov 20-24
	|-		|-
	|Day of Week		|Day of Week
Line 90:		Line 90:
	|+Inbound Calls-866.606.1590		|+Inbound Calls-866.606.1590
	|-		|-
−	|+Nov 18-22	+	|+Nov 20-24
	|-		|-
	|Total		|Total
Line 122:		Line 122:
	|-		|-
	|Monday		|Monday
−	|Nov 6, 2017	+	|Nov 20, 2017
	|48		|48
	|27		|27
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	|-		|-
	|Tuesday		|Tuesday
−	|Nov 7, 2017	+	|Nov 21, 2017
	|78		|78
	|51		|51
Line 136:		Line 136:
	|-		|-
	|Wednesday		|Wednesday
−	|Nov 8, 2017	+	|Nov 22, 2017
	|81		|81
	|37		|37
Line 143:		Line 143:
	|-		|-
	|Thursday		|Thursday
−	|Nov 9, 2017	+	|Nov 23, 2017
	|56		|56
	|36		|36
Line 150:		Line 150:
	|-		|-
	|Friday		|Friday
−	|Nov 10, 2017	+	|Nov 24, 2017
	|18		|18
	|0		|0
Line 178:		Line 178:
	{| class="wikitable sortable"		{| class="wikitable sortable"
−	|+Nov 6, 2017 to Nov 10, 2017	+	|+Nov 20, 2017 to Nov 24, 2017
	!|Agent		!|Agent
	!|Resolved Case		!|Resolved Case

---

Revision as of 17:44, 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

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 20-24

Total		100%
Answered		54%
Unanswered		56%

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%

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 13, 2017 - November 17, 2017

Desk.com

Created and Resolved Cases

Nov 6-10

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

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 13-17

Total	389	100%
Answered	216	55.5%
Unanswered	173	44.4%

Weekly Breakdown

Inbound Calls-866.606.1590

Day of Week	Date	Total	Answered	Unanswered	Percent Answered
Monday	Nov 13, 2017	90	58	32	64.44%
Tuesday	Nov 14, 2017	77	49	28	63.63%
Wednesday	Nov 15, 2017	88	47	41	53.4%
Thursday	Nov 16, 2017	89	37	52	41.57%
Friday	Nov 17, 2017	45	25	20	55.55%
Total	Week 1	389	216	173	55.52%

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

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