:Process/Reporting March

Revision as of 18:33, 22 March 2019 by JP (talk | contribs) (→‎Salesforce Backend Changelog)

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 6921 746 1:21 765 N/A 6574 10527 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 8209 897 0:45 862 67 7452 11243 24 648 230 91.5% N/A

Salesforce Backend Changelog

  • 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
  • Added additional fields for Report Type: Cases, Surveys, and Survey Responses

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 746 790 353 20 290 17
Dealer Queue 1 0 0 0 0
FLIR 400 417 391 0 0 4
Lorex
LeChange 4 1 0 0 0
Empower 3 3 0 0 0 0
TOTAL

Salesforce Backend Changelog

  • Added, "Call Duration in Minutes" Field Formula to Activity
  • DNA-Pending RMA Approval Workflow added when Status=Pending RMA Approval, then RMA Status=RMA Request
  • Modified DNA-Pending RMA Approval Workflow -was flagging cases incorrectly, tested and verified behavior is correct now.

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

Salesforce Backend Changelog

  • "Pre-Sales" Case field visible for Lorex Agents
  • (877) 606-1590 Number ported already, attempting to recover call center functionality
  • (877) 606-1590 Main Dahua Number forwarded to (866) 302-6735 Dealer Line due to premature porting of number to new carrier
  • Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day1"
  • Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day2"
  • Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day4"
  • Modified Diego Sierra Account to "dnafrenchagent@gmail.com"
  • Installed the first part of the Avaya Salesforce integration
  • Modified Email Alert, "LX-Close Case, No Response Email" to default use "Support@LorexTechnology.com"
  • Modified Email Alert, "LX-CX Hold 1 Days Left" to default use "Support@LorexTechnology.com"
  • Modified Email Alert, "LX-CX Hold 2 Days Left" to default use "Support@LorexTechnology.com"
  • Modified Email Alert, "LX-CX Hold 5 Days Left" to default use "Support@LorexTechnology.com"
  • Modified, "Product Cases" Report Type to "With or Without Product"
  • Modified, "DNA-New Case Email" Email Alert to default use Support.USA@DahuaTech
  • Created Password Reset Form for testing-https://dahuawiki.com/Password_Reset_Webform -DELETED
  • Improved "Look & Feel" of Web-to-Case form
  • Modified Case Validation Rule, "LX_Product_Required_to_Escalate" to include Pre-Sales and FLIR Devices
  • Created Workflow Rule, "LX-Case Type TS" IF=Assigned to Tech Queue, THEN=LC Case Type=Tech Support
  • Created Workflow Rule, "LX-Case Type CS" IF=Assigned to CS Queue, THEN=LC Case Type=CS
  • Created Workflow Rule, "LX-Case Type Sales" IF=Assigned to Sales Queue, THEN=LC Case Type=Sales
  • Modified Case Field, "Flag for Review" now editable by LX and DNA Team
  • Added field, "RMA Device?" to customer object, "Product"
  • Added case field, "Assisted By"
  • Added additional TLs to Case Field, "Assisted By"
  • Added, "Wesco" to Where Purchased List

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
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