:DNA BiWeekly Meeting3

Revision as of 23:40, 4 December 2017 by JP (talk | contribs) (Topics)

Dahua North America Tech Support Meeting Information

November 18, 2017 to December 1, 2017

Week 1: November 20, 2017 to November 24, 2017

Week 2: November 27, 2017 to December 1, 2017

Call In-Bridge Info

Participant Code: 104-357-739-22

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

Dial-in Info: +19179427142

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

Schedule

Date: December 6, 2017 @ 11:00AM-12:00PM PST

Topics

  • Holiday Party next week!
  • Dealer Specific Queue. Currently troubleshooting routing issue.
  • Conference and IM Feature Added to Shoretel
  • Email created for Omega, pending Queue creation in Salesforce

Feature of the Week

Related Article:

Feature: adding camera to nvr/xvr/HCVR

Description:

Firmware

News and Info about Firmware


Inbound Call Volume

November 20, 2017 to November 24, 2017

Desk.com

Created and Resolved Cases Nov 20-24
Day of Week Created Cases Resolved Cases
Monday 45 58
Tuesday 64 52
Wednesday 48 53
Thursday 3 0
Friday 3 2
Total 163 165

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 20-24
Total 200 100%
Answered 117 58.5%
Unanswered 83 41.5%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 20, 2017 37 30 7 81%
Tuesday Nov 21, 2017 81 38 43 46.9%
Wednesday Nov 22, 2017 77 48 29 62.33%
Thursday Nov 23, 2017 3 0 3 0%
Friday Nov 24, 2017 2 0 2 0%
Total Week 1 200 116 84 58%


pChart

Agent Weekly Breakdown

Nov 20, 2017 to Nov 24, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 8 0.3
Denis Boulet 3 0.125
Collin Bromfield 7 0.291
Rodney Carrigan 14 1.55
Peter Hall 4 0.166
Dylan Lee 27 1.125
Mark Navarro 16 0.66
Gordon Waughan 25 1.041
Frank Wilkins 22 0.916
William Valencia 21 0.875
Michael Yacono 7 0.291

November 27, 2017 - December 1, 2017

Desk.com

Created and Resolved Cases Nov 27-Dec 1
Day of Week Created Cases Resolved Cases
Monday 65 66
Tuesday 70 69
Wednesday 68 67
Thursday 57 50
Friday 66 64
Total 326 316

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 27-Dec 1
Total 340 100%
Answered 272 80%
Unanswered 68 20%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 27, 2017 62 49 13 79.03%
Tuesday Nov 28, 2017 70 62 8 88.57%
Wednesday Nov 29, 2017 68 54 14 79.41%
Thursday Nov 30, 2017 57 47 10 82.45%
Friday Dec 1, 2017 83 60 23 72.2%
Total Week 1 340 272 68 80%


pChart

Agent Weekly Breakdown

Nov 27, 2017 to Dec 1, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 22 0.55
Denis Boulet 2 0.05
Collin Bromfield 20 0.5
Rodney Carrigan 12 0.8
Peter Hall 34 0.85
Dylan Lee 55 1.375
Mark Navarro 41 1.025
Gordon Waughan 33 0.825
Frank Wilkins 21 0.525
William Valencia 39 0.975
Michael Yacono 7 0.175

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

New Hires