:Process/Reporting March

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	240	24	19	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	0	629	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

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
Added, "Empower Device" to Case View
Cleared DNA VM Inbox-3.12.2019
DNA RMA case Workflow modified to Check "RMA Case" for all record types, and all RMA reasons-Should improve reporting on this
LX-NOT RMA Workflow created for Lorex Record type, to remove checkbox for "RMA Case"
LX-Waiting on Team Workflow created for Lorex Record type, IF=waiting on MKH, THEN=Check Escalated
3-11-2019-Mitel Softphone Updated Resulting in Convergys Team being unable to take calls for a few hours in the AM