Notice: Firmware Links Under Maintenance We are currently undergoing maintenance on all firmware links. If any links are inaccessible, please email or contact Tech Support for the firmware. We appreciate your patience during the maintenance, thank you for your understanding.

Difference between revisions of ":Process/Reporting March"

(→‎Week 1: March 3 to 9)
(→‎Summary)
Line 1: Line 1:
−
==Summary==
 
−
<div class="toccolours mw-collapsible mw-collapsed">
 
−
Click here to Expand Summary<div class="mw-collapsible-content">
 
−
===Inbound Calls===
 
−
<pLines ymin=0 ymax=10000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Outbound Calls===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Abandoned Calls===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Voicemail Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Created Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Closed Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Escalated Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===RMA Created===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===RMA Completed===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===CSAT Average===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===QA Average===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
</div>
 
−
</div>
 
 
==Week 1: March 3 to 9==
 
==Week 1: March 3 to 9==
 
{| class="wikitable"
 
{| class="wikitable"

Revision as of 15:47, 12 March 2019

Week 1: March 3 to 9

Type Inbound Calls Outbound Calls Average Hold Time Abandoned Voicemails Cases Created Cases Closed Escalated Cases RMA Created RMA Completed CSAT Average QA Average
Dahua North America 702 57 1:15 38 67 567 151 24 0 21 93% N/A
Dealer Queue 32 23 0:21 15 0 0 0 0 0 0 N/A N/A
FLIR 528 51 0:55 42 0 306 473 0 0 6 N/A N/A
Lorex 6,574 10,527 348 203 90% N/A
LeChange 23 19 0:35 2 0 3 3 0 0 0 N/A N/A
Empower 3 1 0:08 0 0 2 0 0 0 0 N/A N/A
TOTAL N/A

Salesforce Backend Changes

  • CSAT for FLIR Record Type not saving results-Reported to HQ/IT
  • Close Case Status fixed for DNA, Lorex, Empower, FLIR last week
  • QA Process in Salesforce still pending
  • Added Dealer Queue to Weekly Snapshot, added workflow to check dealer box for reporting
  • uJet integration still not working
  • Avaya integration still pending

Week 2: March 10 to 16

Type Inbound Calls Outbound Calls Average Hold Time Abandoned Voicemails Cases Created Cases Closed Escalated Cases RMA Created RMA Completed CSAT Average QA Average
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Week 3: March 17 to 23

Type Inbound Calls Outbound Calls Average Hold Time Abandoned Voicemails Cases Created Cases Closed Escalated Cases RMA Created RMA Completed CSAT Average QA Average
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Week 4: March 24 to 30

Type Inbound Calls Outbound Calls Average Hold Time Abandoned Voicemails Cases Created Cases Closed Escalated Cases RMA Created RMA Completed CSAT Average QA Average
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL
Retrieved from "https://DahuaWiki.com/index.php?title=:Process/Reporting_March&oldid=39893"