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====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
Revision as of 16:14, 12 March 2019
January 2019
Week 1: December 30-January 5
| 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 | 448 | 38 | 4:30 | 33 | N/A | |||||||
| Dealer Queue | 35 | 8 | 11:32 | 3 | 0 | 0 | N/A | N/A | ||||
| FLIR | 368 | 38 | 2:03 | 24 | N/A | |||||||
| Lorex | N/A | |||||||||||
| LeChange | 27 | 8 | 6:24 | 4 | N/A | |||||||
| Empower | 3 | 0 | 2:00 | 0 | N/A | |||||||
| TOTAL | N/A |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 75 |
| 2. General Info | 23 |
| 3. Remote Access | 22 |
| 4. Password Reset | 17 |
| 5. Presales Technical | 14 |
| 6. Mobile Access | 12 |
| 7. Display Monitor | 11 |
| 8. Smart PSS | 10 |
| 9. Non-Auth | 9 |
| 10. Firmware Upgrade | 9 |
| Total | TOT |
Week 2: January 6-12
| 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 | 662 | 44 | 5:29 | 101 | N/A | |||||||
| Dealer Queue | 57 | 14 | 7:12 | 6 | 0 | 0 | N/A | N/A | ||||
| FLIR | 659 | 77 | 2:54 | 16 | N/A | |||||||
| Lorex | N/A | |||||||||||
| LeChange | 17 | 14 | 9:33 | 0 | N/A | |||||||
| Empower | 6 | 2 | 1:07 | 0 | N/A | |||||||
| TOTAL | N/A |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 84 |
| 2. Remote Access (P2P) | 51 |
| 3. General Info | 47 |
| 4. Password Reset | 37 |
| 5. Presales Technical | 30 |
| 6. Non-Auth | 22 |
| 7. SmartPSS | 10 |
| 8. Mobile Access | 8 |
| 9. Display Monitor | 8 |
| 10. Playback | 7 |
| TOTAL | TOT |
Week 3: January 13-19
| 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 | 623 | 54 | 4:49 | 13 | N/A | |||||||
| Dealer Queue | 28 | 7 | 9:52 | 8 | 0 | 0 | N/A | N/A | ||||
| FLIR | 568 | 53 | 2:45 | 11 | N/A | |||||||
| Lorex | 8247 | 797 | N/A | |||||||||
| LeChange | 32 | 7 | 3:00 | 2 | N/A | |||||||
| Empower | 7 | 1 | 0:57 | 1 | N/A | |||||||
| TOTAL | N/A |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 84 |
| 2. Remote Access (P2P) | 66 |
| 3.General Info | 46 |
| 4. Password Reset | 33 |
| 5. Smart PSS | 21 |
| 6. Presales Technical | 20 |
| 7. Record | 12 |
| 8. Non-Auth | 9 |
| 9. Display monitor | 8 |
| 10. Playback | 7 |
| TOTAL | TOT |
Week 4: January 20-26
| 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 | 543 | 35 | 3:45 | 10 | N/A | |||||||
| Dealer Queue | 42 | 7 | 4:38 | 7 | 0 | 0 | N/A | N/A | ||||
| FLIR | 428 | 34 | 0:45 | 32 | N/A | |||||||
| Lorex | 7882 | 733 | N/A | |||||||||
| LeChange | 9 | 7 | 8:39 | 4 | N/A | |||||||
| Empower | 7 | 2 | 0:13 | 1 | N/A | |||||||
| TOTAL | N/A |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 110 |
| 2. Remote Access (P2P) | 50 |
| 3. General Info | 37 |
| 4. Presales Technical | 30 |
| 5. Password Reset | 21 |
| 6. Non-Auth | 14 |
| 7. SmartPSS | 13 |
| 8. Mobile Access | 13 |
| 9. RMA | 10 |
| 10. Display Monitor | 10 |
| TOTAL | TOT |
Week 5: January 27-February 2
| 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 | 673 | 59 | 0:52 | 39 | ||||||||
| Dealer Queue | 28 | 24 | 0:47 | 1 | 0 | 0 | ||||||
| FLIR | 492 | 45 | 0:35 | 23 | ||||||||
| Lorex | 7288 | 550 | ||||||||||
| LeChange | 17 | 8 | 1:09 | 8 | ||||||||
| Empower | 7 | 1 | 0:09 | 1 | ||||||||
| TOTAL |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 97 |
| 2. Remote Access (P2P) | 51 |
| 3. General Info | 35 |
| 4. Mobile Access | 26 |
| 5. Password Reset | 18 |
| 6. Presales Technical | 17 |
| 7. Display Monitor | 14 |
| 8. SmartPSS | 9 |
| 9. Non-Auth | 9 |
| 10. Playback | 7 |
| TOTAL | TOT |
