: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	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

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

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.

"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"
Added, "dnafrenchagent@gmail.com" to Call Center...I think
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"