February 2019
Summary
Click here to Expand Summary
Inbound Calls
![pChart](/images/pChart4mw/f552d3c9fef9d015f97791b92b9e1eee.png)
Outbound Calls
![pChart](/images/pChart4mw/c9cabeab42f995d4d1c1239bd43603c2.png)
Abandoned Calls
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Voicemail Cases
![pChart](/images/pChart4mw/50b49c14a96643405bdf9b54729fb9df.png)
Created Cases
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Closed Cases
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Escalated Cases
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
RMA Created
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
RMA Completed
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
CSAT Average
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
QA Average
![pChart](/images/pChart4mw/1001dc6583caf7900c92219f5741b8ea.png)
Week 1: February 3 to 9
Type
|
Inbound Calls
|
Outbound Calls
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
537
|
80
|
|
102
|
479
|
424
|
46
|
16
|
18
|
|
|
FLIR
|
334
|
31
|
|
0
|
332
|
366
|
0
|
0
|
|
|
|
Lorex
|
7579
|
658
|
-
|
-
|
7498
|
6590
|
-
|
580
|
489
|
|
|
Empower
|
2
|
1
|
|
|
|
|
|
|
|
|
|
TOTAL
|
|
|
|
|
|
|
|
|
|
|
|
Week 2: February 10 to 16
Type
|
Inbound Calls
|
Outbound Calls
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
501
|
74
|
|
97
|
545
|
387
|
32
|
16
|
20
|
|
|
FLIR
|
300
|
19
|
|
0
|
309
|
316
|
0
|
0
|
|
|
|
Lorex
|
7063
|
661
|
-
|
-
|
7100
|
6330
|
-
|
535
|
397
|
|
|
Empower
|
3
|
0
|
|
|
|
|
|
|
|
|
|
TOTAL
|
|
|
|
|
|
|
|
|
|
|
|
Week 3: February 17 to 23
Type
|
Inbound Calls
|
Outbound Calls
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
406
|
61
|
|
145
|
521
|
334
|
19
|
17
|
14
|
|
|
FLIR
|
391
|
17
|
|
0
|
388
|
320
|
|
0
|
|
|
|
Lorex
|
7292
|
773
|
-
|
-
|
7117
|
6292
|
3
|
542
|
405
|
|
|
Empower
|
4
|
1
|
|
|
|
|
|
|
|
|
|
TOTAL
|
|
|
|
|
|
|
|
|
|
|
|
Week 4: February 24 to March 2
Type
|
Inbound Calls
|
Outbound Calls
|
Abandoned
|
Voicemails
|
Cases Created
|
Cases Closed
|
Escalated Cases
|
RMA Created
|
RMA Completed
|
CSAT Average
|
QA Average
|
Dahua North America
|
461
|
68
|
|
59
|
578
|
282
|
17
|
16
|
18
|
80%
|
|
FLIR
|
389
|
31
|
|
0
|
353
|
510
|
0
|
0
|
7
|
N/A
|
|
Lorex
|
|
|
|
|
6,632
|
12,094
|
4
|
418
|
248
|
90%
|
|
Empower
|
3
|
0
|
|
0
|
5
|
0
|
0
|
0
|
1
|
N/A
|
|
TOTAL
|
|
|
|
|
7,568
|
12,925
|
|
420
|
262
|
85%
|
|
Top 10-Problem Type
Problem Type
|
Number of Cases Created
|
1.
|
1
|
2.
|
1
|
3.
|
1
|
4.
|
1
|
5.
|
1
|
6.
|
1
|
7.
|
1
|
8.
|
1
|
9.
|
1
|
10.
|
1
|
TOTAL
|
TOT
|