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:DNA BiWeekly Meeting3
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 next week!
- Dealer Specific Queue. Currently troubleshooting routing issue.
- Conference and IM Feature Added to Shoretel
- Reporting: Call Volume vs. Availability
Salesforce
- Main Queue Setup, Email routing working, Web2Case working
- Dealer Queue Setup, Email routing working, Web2Case working
- Voicemail Queue Setup, Email routing working
- Alpha Queue Setup, Email routing working
Next Week:
- Formal testing, and training
Feature of the Week
Related Article:
Feature: adding camera to nvr/xvr/HCVR
Description:
Links:
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 | 200 | 100% |
Answered | 117 | 58.5% |
Unanswered | 83 | 41.5% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 20, 2017 | 37 | 30 | 7 | 81% |
Tuesday | Nov 21, 2017 | 81 | 38 | 43 | 46.9% |
Wednesday | Nov 22, 2017 | 77 | 48 | 29 | 62.33% |
Thursday | Nov 23, 2017 | 3 | 0 | 3 | 0% |
Friday | Nov 24, 2017 | 2 | 0 | 2 | 0% |
Total | Week 1 | 200 | 116 | 84 | 58% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 8 | 0.3 |
Denis Boulet | 3 | 0.125 |
Collin Bromfield | 7 | 0.291 |
Rodney Carrigan | 14 | 1.55 |
Peter Hall | 4 | 0.166 |
Dylan Lee | 27 | 1.125 |
Mark Navarro | 16 | 0.66 |
Gordon Waughan | 25 | 1.041 |
Frank Wilkins | 22 | 0.916 |
William Valencia | 21 | 0.875 |
Michael Yacono | 7 | 0.291 |
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 | 326 | 316 |
Shoretel / Mitel
Total | 340 | 100% |
Answered | 272 | 80% |
Unanswered | 68 | 20% |
Weekly Breakdown
Day of Week | Date | Total | Answered | Unanswered | Percent Answered |
---|---|---|---|---|---|
Monday | Nov 27, 2017 | 62 | 49 | 13 | 79.03% |
Tuesday | Nov 28, 2017 | 70 | 62 | 8 | 88.57% |
Wednesday | Nov 29, 2017 | 68 | 54 | 14 | 79.41% |
Thursday | Nov 30, 2017 | 57 | 47 | 10 | 82.45% |
Friday | Dec 1, 2017 | 83 | 60 | 23 | 72.2% |
Total | Week 1 | 340 | 272 | 68 | 80% |
Agent Weekly Breakdown
Agent | Resolved Case | Cases Per Hour |
---|---|---|
Barry Rossen | 22 | 0.55 |
Denis Boulet | 2 | 0.05 |
Collin Bromfield | 20 | 0.5 |
Rodney Carrigan | 12 | 0.8 |
Peter Hall | 34 | 0.85 |
Dylan Lee | 55 | 1.375 |
Mark Navarro | 41 | 1.025 |
Gordon Waughan | 33 | 0.825 |
Frank Wilkins | 21 | 0.525 |
William Valencia | 39 | 0.975 |
Michael Yacono | 7 | 0.175 |
Developer Corner
New on the Wiki
New on LearnDahua
Sales Training
External
- N/A