:Process/Reporting 2019 Summary
Contents
2019 Summary
January Total
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | ||||||||||
| FLIR | ||||||||||
| Lorex | ||||||||||
| Empower | ||||||||||
| ADT | ||||||||||
| TOTAL |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 441 |
| 2. Remote Access (P2P) | 236 |
| 3. General Info | 182 |
| 4. Password Reset | 124 |
| 5. Presales Technical | 111 |
| 6. Non-Auth | 63 |
| 7. SmartPSS | 62 |
| 8.Display Monitor | 50 |
| 9. Mobile Access, Remote Access P2P | 28 |
| 10. Playback | 26 |
| TOTAL | TOT |
Summary
Inbound Calls
| Type | Inbound Calls |
|---|---|
| Dahua North America | |
| Dealer Queue | |
| FLIR | |
| Lorex | |
| LeChange | |
| Empower | |
| TOTAL | |
|
| |
Outbound Calls
Abandoned Calls
Voicemail Cases
Created Cases
Closed Cases
Escalated Cases
RMA Created
RMA Completed
CSAT Average
QA Average
