:Process/Reporting March
Contents
Summary
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Inbound Calls
Outbound Calls
Abandoned Calls
Voicemail Cases
Created Cases
Closed Cases
Escalated Cases
RMA Created
RMA Completed
CSAT Average
QA Average
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 |