Summary
Click here to Expand Summary
Inbound Calls
![pChart](/images/pChart4mw/eabe0de91fe81d3c3ec16e4aec502cba.png)
Outbound Calls
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Abandoned Calls
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Voicemail Cases
![pChart](/images/pChart4mw/9afede38ef7273ef06aed8d3cd04e8f8.png)
Created Cases
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Closed Cases
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Escalated Cases
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
RMA Created
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
RMA Completed
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
CSAT Average
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
QA Average
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
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
|
518
|
80
|
|
8
|
|
567
|
151
|
24
|
0
|
21
|
93%
|
N/A
|
Dealer Queue
|
|
|
|
3
|
|
|
|
|
|
|
N/A
|
N/A
|
FLIR
|
335
|
33
|
|
9
|
|
306
|
473
|
0
|
0
|
6
|
N/A
|
N/A
|
Lorex
|
|
|
|
|
|
6,574
|
10,527
|
|
348
|
203
|
90%
|
N/A
|
Empower
|
1
|
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
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
|
|
|
|
|
|
|
|
|
|
|
FLIR
|
|
|
|
|
|
|
|
|
|
|
|
Lorex
|
|
|
|
|
|
|
|
|
|
|
|
Empower
|
|
|
|
|
|
|
|
|
|
|
|
TOTAL
|
|
|
|
|
|
|
|
|
|
|
|
Week 3: March 17 to 23
Type
|
Inbound Calls
|
Outbound Calls
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
|
|
|
|
|
|
|
|
|
|
|
FLIR
|
|
|
|
|
|
|
|
|
|
|
|
Lorex
|
|
|
|
|
|
|
|
|
|
|
|
Empower
|
|
|
|
|
|
|
|
|
|
|
|
TOTAL
|
|
|
|
|
|
|
|
|
|
|
|
Week 4: March 24 to 30
Type
|
Inbound Calls
|
Outbound Calls
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
|
|
|
|
|
|
|
|
|
|
|
FLIR
|
|
|
|
|
|
|
|
|
|
|
|
Lorex
|
|
|
|
|
|
|
|
|
|
|
|
Empower
|
|
|
|
|
|
|
|
|
|
|
|
TOTAL
|
|
|
|
|
|
|
|
|
|
|
|