:DNA BiWeekly Meeting2
Contents
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:
- https://dahuawiki.com/Email/Email_Notifications_Setup
- https://dahuawiki.com/Email/Email_Notifications_Setup_GMail
Feature: Email Notifications
Description:
Firmware
News and Info about Firmware
Inbound Call Volume
November 6, 2017 to November 17, 2017
Desk.com
| 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 |
Shoretel / Mitel
| Total | 289 | 100% |
| Answered | 156 | 54% |
| Unanswered | 133 | 56% |
Weekly Breakdown
| 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% |
Agent Weekly Breakdown
| Agent | Resolved Case | Cases Per Hour |
|---|---|---|
| Barry Rossen | 26 | 0.65 |
| Denis Boulet | 4 | 0.1 |
| Collin Bromfield | 9 | 0.225 |
| Rodney Carrigan | 7 | 0.46 |
| Nathan Grefe | 2 | 0.2 |
| Peter Hall | 35 | 0.87 |
| Dylan Lee | 47 | 1.175 |
| Mark Navarro | 50 | 1.25 |
| Gordon Waughan | 40 | 1 |
| Frank Wilkins | 34 | 0.75 |
| William Valencia | 30 | 0.75 |
| Michael Yacono | 5 | 0.125 |
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
