Revision as of 17:52, 4 December 2017 (view source) JP (talk | contribs) (→‎Desk.com) ← Older edit		Revision as of 18:04, 4 December 2017 (view source) JP (talk | contribs) (→‎Agent Weekly Breakdown) Newer edit →
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	|-		|-
	|Barry Rossen		|Barry Rossen
−	|12	+	|8
−	|0.3	+	|
	|-		|-
	|Denis Boulet		|Denis Boulet
−	|1	+	|3
−	|0.025	+	|
	|-		|-
	|Collin Bromfield		|Collin Bromfield
−	|0	+	|7
−	|0	+	|
	|-		|-
	|Rodney Carrigan		|Rodney Carrigan
−	|6	+	|14
−	|0.4	+	|
	|-		|-
	|Nathan Grefe		|Nathan Grefe
−	|6	+	|7
−	|0.6	+	|
	|-		|-
	|Peter Hall		|Peter Hall
−	|47	+	|4
−	|1.175	+	|
	|-		|-
	|Dylan Lee		|Dylan Lee
−	|24	+	|27
−	|0.6	+	|
	|-		|-
	|Mark Navarro		|Mark Navarro
−	|27	+	|16
−	|0.675	+	|
	|-		|-
	|Gordon Waughan		|Gordon Waughan
−	|40	+	|25
−	|0.775	+	|
	|-		|-
	|Frank Wilkins		|Frank Wilkins
−	|13	+	|22
−	|0.325	+	|
	|-		|-
	|William Valencia		|William Valencia
−	|30	+	|21
−	|0.675	+	|
	|-		|-
	|Michael Yacono		|Michael Yacono
−	|3	+	|7
−	|0.075	+	|
	|-		|-
	|}		|}

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Revision as of 18:04, 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	45	58
Tuesday	64	52
Wednesday	48	53
Thursday	3	0
Friday	3	2
Total	163	165

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	8
Denis Boulet	3
Collin Bromfield	7
Rodney Carrigan	14
Nathan Grefe	7
Peter Hall	4
Dylan Lee	27
Mark Navarro	16
Gordon Waughan	25
Frank Wilkins	22
William Valencia	21
Michael Yacono	7

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

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 27-Dec 1

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 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%

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

New Hires