Difference between revisions of ":DNA BiWeekly Meeting2"

(Desk.com)
(Shoretel / Mitel)
Line 85: Line 85:
  
 
====Shoretel / Mitel====
 
====Shoretel / Mitel====
 +
=====November 6, 2017 - November 10, 2017=====
 
{| class="wikitable"
 
{| class="wikitable"
 
|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590
Line 108: Line 109:
 
}}
 
}}
  
=====Weekly Breakdown=====
+
====Weekly Breakdown====
 +
=====November 6, 2017 - November 10, 2017=====
 
{| class="wikitable"
 
{| class="wikitable"
 
|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590

Revision as of 16:14, 20 November 2017

Dahua North America Tech Support Meeting Information

November 6, 2017 to November 17, 2017

Call In-Bridge Info

Participant Code: 104-357-739-22

Participant URL: https://join.shoretel.com/conference/10435773922

Local dial in: +19179427142

Additional Calling Info: Canada Dial in +1 (647) 558-3006

Schedule

Date: November 22, 2017 @ 11:00AM-12:00PM PST

Topics

  • Holiday Party Announced
  • SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
  • Shoretel Integration added to Desk.com
  • Shoretel Integration added to Salesforce
  • Inbound Emails tested, and working on Salesforce Production Server
  • Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
  • New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
  • Outlook Shared Calendar
  • Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.

Feature of the Week

Related Article:

Feature: Email Notifications

Description:

Firmware

News and Info about Firmware


Inbound Call Volume

November 6, 2017 to November 17, 2017

Desk.com

November 6, 2017 - November 10, 2017
Created and Resolved Cases Nov 6-10
Day of Week Created Cases Resolved Cases
Monday 50 46
Tuesday 60 61
Wednesday 56 53
Thursday 42 36
Friday 8 9
Total 216 205

pChart

Shoretel / Mitel

November 6, 2017 - November 10, 2017
Inbound Calls-866.606.1590 Nov 6-10
Total 289 100%
Answered 156 54%
Unanswered 133 56%

pChart

Weekly Breakdown

November 6, 2017 - November 10, 2017
Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 6, 2017 48 27 21 56.25%
Tuesday Nov 7, 2017 78 51 27 65.38%
Wednesday Nov 8, 2017 81 37 44 45.67%
Thursday Nov 9, 2017 56 36 20 36.2%
Friday Nov 10, 2017 18 0 18 0%
Total Week 1 281 151 130 53.73%


pChart

Agent Weekly Breakdown

Oct 31, 2017 to Nov 3, 2017
Agent Total Calls Answered Calls Abandoned Calls Resolved Cases
Jack Bao
Barry Rossen
Denis Boulet
Collin Bromfield
Rodney Carrigan
Nathan Grefe
Peter Hall
Dylan Lee
Mark Navarro
Gordon Waughan
Frank Wilkins
William Valencia
Michael Yacono

Lunch Schedule

Hour Group 1 Group 2 Group 3 Total
6:00AM-7:00AM
7:00AM-8:00AM
8:00AM-9:00AM
9:00AM-10:00AM
10:00AM-11:00AM
11:00AM-12:00PM
12:00PM-1:00PM
1:00PM-2:00PM
2:00PM-3:00PM
3:00PM-4:00PM
4:00PM-5:00PM


pChart

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

New Hires

  • Tha Duong