Difference between revisions of ":DNA BiWeekly Meeting2"

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====Agent Weekly Breakdown====
 
====Agent Weekly Breakdown====
  
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|+Oct 31, 2017 to Nov 3, 2017
 
!|Agent
 
!|Total Calls
 
!|Answered Calls
 
!|Abandoned Calls
 
!|Resolved Cases
 
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|Jack Bao
 
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|Barry Rossen
 
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|Denis Boulet
 
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|Collin Bromfield
 
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|Rodney Carrigan
 
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|Nathan Grefe
 
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|Peter Hall
 
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|Dylan Lee
 
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|Mark Navarro
 
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|Gordon Waughan
 
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|Frank Wilkins
 
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|William Valencia
 
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|Michael Yacono
 
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====Lunch Schedule====
 
====Lunch Schedule====
 
{| class="wikitable"
 
{| class="wikitable"

Revision as of 16:22, 21 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

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

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

pChart

Weekly Breakdown

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

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

November 13, 2017 - November 17, 2017

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

New Hires

  • Tha Duong