:DNA BiWeekly Meeting3
Revision as of 18:07, 4 December 2017 by JP (talk | contribs) (→November 27, 2017 - December 1, 2017)
Contents
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
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
Total | 100% | |
Answered | 54% | |
Unanswered | 56% |
Weekly Breakdown
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
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
Day of Week | Created Cases | Resolved Cases |
Monday | 65 | 66 |
Tuesday | 70 | 69 |
Wednesday | 68 | 67 |
Thursday | 57 | 50 |
Friday | 66 | 64 |
Total | 338 | 295 |
Shoretel / Mitel
Total | 389 | 100% |
Answered | 216 | 55.5% |
Unanswered | 173 | 44.4% |
Weekly Breakdown
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
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