Revision as of 19:29, 4 December 2017 (view source) JP (talk | contribs) (→‎Weekly Breakdown) ← Older edit		Revision as of 19:30, 4 December 2017 (view source) JP (talk | contribs) (→‎Agent Weekly Breakdown) Newer edit →
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	|-		|-
	|Barry Rossen		|Barry Rossen
−	|26	+	|
−	|0.65	+	|
	|-		|-
	|Denis Boulet		|Denis Boulet
−	|4	+	|
−	|0.1	+	|
	|-		|-
	|Collin Bromfield		|Collin Bromfield
−	|9	+	|
−	|0.225	+	|
	|-		|-
	|Rodney Carrigan		|Rodney Carrigan
−	|7	+	|
−	|0.46	+	|
	|-		|-
	|Peter Hall		|Peter Hall
−	|35	+	|
−	|0.87	+	|
	|-		|-
	|Dylan Lee		|Dylan Lee
−	|47	+	|
−	|1.175	+	|
	|-		|-
	|Mark Navarro		|Mark Navarro
−	|50	+	|
−	|1.25	+	|
	|-		|-
	|Gordon Waughan		|Gordon Waughan
−	|40	+	|
−	|1	+	|
	|-		|-
	|Frank Wilkins		|Frank Wilkins
−	|34	+	|
−	|0.75	+	|
	|-		|-
	|William Valencia		|William Valencia
−	|30	+	|
−	|0.75	+	|
	|-		|-
	|Michael Yacono		|Michael Yacono
−	|5	+	|
−	|0.125	+	|
	|-		|-
	|}		|}

---

Revision as of 19:30, 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	200	100%
Answered	117	58.5%
Unanswered	83	41.5%

Weekly Breakdown

Inbound Calls-866.606.1590

Day of Week	Date	Total	Answered	Unanswered	Percent Answered
Monday	Nov 20, 2017	37	30	7	81%
Tuesday	Nov 21, 2017	81	38	43	46.9%
Wednesday	Nov 22, 2017	77	48	29	62.33%
Thursday	Nov 23, 2017	3	0	3	0%
Friday	Nov 24, 2017	2	0	2	0%
Total	Week 1	200	116	84	58%

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
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	65	66
Tuesday	70	69
Wednesday	68	67
Thursday	57	50
Friday	66	64
Total	326	316

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 27-Dec 1

Total	340	100%
Answered	272	80%
Unanswered	68	20%

Weekly Breakdown

Inbound Calls-866.606.1590

Day of Week	Date	Total	Answered	Unanswered	Percent Answered
Monday	Nov 27, 2017	62	49	13	79.03%
Tuesday	Nov 28, 2017	70	62	8	88.57%
Wednesday	Nov 29, 2017	68	54	14	79.41%
Thursday	Nov 30, 2017	57	47	10	82.45%
Friday	Dec 1, 2017	83	60	23	72.2%
Total	Week 1	340	272	68	80%

Agent Weekly Breakdown

Nov 27, 2017 to Dec 1, 2017

Agent	Resolved Case	Cases Per Hour
Barry Rossen
Denis Boulet
Collin Bromfield
Rodney Carrigan
Peter Hall
Dylan Lee
Mark Navarro
Gordon Waughan
Frank Wilkins
William Valencia
Michael Yacono

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

• N/A

Internal

New Hires