Notice: Firmware Links Under Maintenance We are currently undergoing maintenance on all firmware links. If any links are inaccessible, please email or contact Tech Support for the firmware. We appreciate your patience during the maintenance, thank you for your understanding.
Difference between revisions of ":Process/Reporting January"
(→Week 1: January 1-5) |
(→Week 5: January 27-February 2) |
||
(90 intermediate revisions by 2 users not shown) | |||
Line 1: | Line 1: | ||
==January 2019== | ==January 2019== | ||
− | ===Week 1: January | + | __NOTOC__ |
+ | ===Week 1: December 30-January 5=== | ||
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
Line 6: | Line 7: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 13: | Line 15: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
+ | ||448 | ||
+ | ||38 | ||
+ | ||4:30 | ||
+ | ||33 | ||
|| | || | ||
+ | ||414 | ||
+ | ||274 | ||
+ | ||42 | ||
+ | ||6 | ||
|| | || | ||
+ | ||76% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||35 | ||
+ | ||8 | ||
+ | ||11:32 | ||
+ | ||3 | ||
|| | || | ||
− | |||
− | |||
− | |||
||0 | ||0 | ||
− | || | + | ||0 |
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
+ | ||368 | ||
+ | ||38 | ||
+ | ||2:03 | ||
+ | ||24 | ||
|| | || | ||
− | || | + | ||221 |
− | || | + | ||226 |
− | |||
− | |||
− | |||
||0 | ||0 | ||
||0 | ||0 | ||
|| | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
Line 41: | Line 65: | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
− | | | + | ||7558 |
− | + | ||1 | |
− | || | + | ||973 |
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||27 | ||
+ | ||8 | ||
+ | ||6:24 | ||
+ | ||4 | ||
|| | || | ||
+ | ||4 | ||
||0 | ||0 | ||
||0 | ||0 | ||
Line 57: | Line 86: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|- | |- | ||
− | !| | + | !|Empower |
− | || | + | ||3 |
+ | ||0 | ||
+ | ||2:00 | ||
+ | ||0 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 79: | Line 114: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
Line 134: | Line 170: | ||
</html> | </html> | ||
− | + | ===Week 2: January 6-12=== | |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | ===Week 2: January | ||
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|Type | !|Type | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
!|Cases Created | !|Cases Created | ||
!|Cases Closed | !|Cases Closed | ||
− | !|Escalated Cases | + | !|Escalated Cases |
− | |||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | | | + | ||662 |
− | | | + | ||44 |
− | | | + | ||5:29 |
− | | | + | ||101 |
− | | | + | || |
− | | | + | ||579 |
− | | | + | ||378 |
− | | | + | ||54 |
− | | | + | ||7 |
− | | | + | || |
+ | ||65% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||57 | ||
+ | ||14 | ||
+ | ||7:12 | ||
+ | ||6 | ||
+ | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | | | + | ||659 |
− | | | + | ||77 |
− | | | + | ||2:54 |
− | | | + | ||16 |
− | | | + | || |
− | | | + | ||414 |
− | | | + | ||208 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | ||6825 |
− | | | + | ||0 |
− | | | + | ||1071 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||17 | ||
+ | ||14 | ||
+ | ||9:33 | ||
+ | ||0 | ||
+ | || | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
− | | | + | ||6 |
− | | | + | ||2 |
− | | | + | ||1:07 |
− | | | + | ||0 |
− | | | + | || |
− | | | + | ||5 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
− | | | + | || |
− | + | ||N/A | |
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
− | {| | + | {| id="resource_PTweek1" class="wikitable" |
+ | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
− | |1. Camera Troubleshoot | + | ||1. Camera Troubleshoot |
− | | 84 | + | ||84 |
|- | |- | ||
− | |2. Remote Access (P2P) | + | ||2. Remote Access (P2P) |
− | | 51 | + | ||51 |
|- | |- | ||
− | |3. General Info | + | ||3. General Info |
− | | 47 | + | ||47 |
|- | |- | ||
− | |4. Password Reset | + | ||4. Password Reset |
− | | 37 | + | ||37 |
|- | |- | ||
− | |5. Presales Technical | + | ||5. Presales Technical |
− | | 30 | + | ||30 |
|- | |- | ||
− | |6. Non-Auth | + | ||6. Non-Auth |
− | | 22 | + | ||22 |
|- | |- | ||
− | |7. SmartPSS | + | ||7. SmartPSS |
− | | 10 | + | ||10 |
|- | |- | ||
− | |8. Mobile Access | + | ||8. Mobile Access |
− | | 8 | + | ||8 |
|- | |- | ||
− | |9. Display Monitor | + | ||9. Display Monitor |
− | | 8 | + | ||8 |
|- | |- | ||
− | |10. Playback | + | ||10. Playback |
− | | 7 | + | ||7 |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | <span id="resource_PTweek1_sum">TOT</span> | + | ||<span id="resource_PTweek1_sum">TOT</span> |
|} | |} | ||
Line 287: | Line 339: | ||
</html> | </html> | ||
− | ===Week 3: January | + | ===Week 3: January 13-19=== |
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|Type | !|Type | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
!|Cases Created | !|Cases Created | ||
!|Cases Closed | !|Cases Closed | ||
− | !|Escalated Cases | + | !|Escalated Cases |
− | |||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | | | + | ||623 |
− | | | + | ||54 |
− | | | + | ||4:49 |
− | | | + | ||13 |
− | | | + | || |
− | | | + | ||545 |
− | | | + | ||397 |
− | | | + | ||33 |
− | | | + | ||19 |
− | | | + | || |
+ | ||71% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||28 | ||
+ | ||7 | ||
+ | ||9:52 | ||
+ | ||8 | ||
+ | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | | | + | ||568 |
− | | | + | ||53 |
− | | | + | ||2:45 |
− | | | + | ||11 |
− | | | + | || |
− | | | + | ||369 |
− | | | + | ||353 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
− | | | + | ||8247 |
− | | | + | ||797 |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | ||22810 |
− | | | + | ||2 |
− | | | + | ||1053 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||32 | ||
+ | ||7 | ||
+ | ||3:00 | ||
+ | ||2 | ||
+ | || | ||
+ | ||2 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
− | | | + | ||7 |
− | | | + | ||1 |
− | | | + | ||0:57 |
− | | | + | ||1 |
− | | | + | || |
− | | | + | ||3 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
− | | | + | || |
− | + | ||N/A | |
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
{| id="resource_PTweek2" class="wikitable" | {| id="resource_PTweek2" class="wikitable" | ||
+ | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
− | |1. Camera Troubleshoot | + | ||1. Camera Troubleshoot |
− | | 84 | + | ||84 |
|- | |- | ||
− | |2. Remote Access (P2P) | + | ||2. Remote Access (P2P) |
− | | 66 | + | ||66 |
|- | |- | ||
− | |3.General Info | + | ||3.General Info |
− | | 46 | + | ||46 |
|- | |- | ||
− | |4. Password Reset | + | ||4. Password Reset |
− | | 33 | + | ||33 |
|- | |- | ||
− | |5. Smart PSS | + | ||5. Smart PSS |
− | | 21 | + | ||21 |
|- | |- | ||
− | |6. Presales Technical | + | ||6. Presales Technical |
− | | 20 | + | ||20 |
|- | |- | ||
− | |7. Record | + | ||7. Record |
− | | 12 | + | ||12 |
|- | |- | ||
− | |8. Non-Auth | + | ||8. Non-Auth |
− | | 9 | + | ||9 |
|- | |- | ||
− | |9. Display monitor | + | ||9. Display monitor |
− | | 8 | + | ||8 |
|- | |- | ||
− | |10. Playback | + | ||10. Playback |
− | | 7 | + | ||7 |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | <span id="resource_PTweek2_sum">TOT</span> | + | ||<span id="resource_PTweek2_sum">TOT</span> |
|} | |} | ||
Line 426: | Line 508: | ||
</html> | </html> | ||
− | ===Week 4: January | + | ===Week 4: January 20-26=== |
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|Type | !|Type | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
!|Cases Created | !|Cases Created | ||
!|Cases Closed | !|Cases Closed | ||
− | !|Escalated Cases | + | !|Escalated Cases |
− | |||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | | | + | ||543 |
− | | | + | ||35 |
− | | | + | ||3:45 |
− | | | + | ||10 |
− | | | + | || |
− | | | + | ||603 |
− | | | + | ||358 |
− | | | + | ||36 |
− | | | + | ||8 |
− | | | + | || |
+ | ||66% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||42 | ||
+ | ||7 | ||
+ | ||4:38 | ||
+ | ||7 | ||
+ | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | | | + | ||428 |
− | | | + | ||34 |
− | | | + | ||0:45 |
− | | | + | ||32 |
− | | | + | || |
− | | | + | ||328 |
− | | | + | ||369 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
− | | | + | ||7882 |
− | | | + | ||733 |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | ||15,705 |
− | | | + | ||1 |
− | | | + | ||1059 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||9 | ||
+ | ||7 | ||
+ | ||8:39 | ||
+ | ||4 | ||
+ | || | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
− | | | + | ||7 |
− | | | + | ||2 |
− | | | + | ||0:13 |
− | | | + | ||1 |
− | | | + | || |
− | | | + | ||7 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
− | | | + | || |
− | + | ||N/A | |
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
{| id="resource_PTweek3" class="wikitable" | {| id="resource_PTweek3" class="wikitable" | ||
+ | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
− | |1. Camera Troubleshoot | + | ||1. Camera Troubleshoot |
− | | 110 | + | ||110 |
|- | |- | ||
− | |2. Remote Access (P2P) | + | ||2. Remote Access (P2P) |
− | | 50 | + | ||50 |
|- | |- | ||
− | |3. General Info | + | ||3. General Info |
− | | 37 | + | ||37 |
|- | |- | ||
− | |4. Presales Technical | + | ||4. Presales Technical |
− | | 30 | + | ||30 |
|- | |- | ||
− | |5. Password Reset | + | ||5. Password Reset |
− | | 21 | + | ||21 |
|- | |- | ||
− | |6. Non-Auth | + | ||6. Non-Auth |
− | | 14 | + | ||14 |
|- | |- | ||
− | |7. SmartPSS | + | ||7. SmartPSS |
− | | 13 | + | ||13 |
|- | |- | ||
− | |8. Mobile Access | + | ||8. Mobile Access |
− | | 13 | + | ||13 |
|- | |- | ||
− | |9. RMA | + | ||9. RMA |
− | | 10 | + | ||10 |
|- | |- | ||
− | |10. Display Monitor | + | ||10. Display Monitor |
− | | 10 | + | ||10 |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | <span id="resource_PTweek3_sum">TOT</span> | + | ||<span id="resource_PTweek3_sum">TOT</span> |
|} | |} | ||
Line 565: | Line 677: | ||
</html> | </html> | ||
− | ===Week 5: January | + | ===Week 5: January 27-February 2=== |
{| class="wikitable" | {| class="wikitable" | ||
+ | |- | ||
!|Type | !|Type | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
!|Cases Created | !|Cases Created | ||
!|Cases Closed | !|Cases Closed | ||
− | !|Escalated Cases | + | !|Escalated Cases |
− | |||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | | | + | ||673 |
− | | | + | ||59 |
− | | | + | ||0:52 |
− | | | + | ||39 |
− | | | + | || |
− | | | + | ||519 |
− | | | + | ||364 |
− | | | + | ||35 |
− | | | + | ||13 |
− | | | + | || |
+ | ||78% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||28 | ||
+ | ||24 | ||
+ | ||0:47 | ||
+ | ||1 | ||
+ | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | | | + | ||492 |
− | | | + | ||45 |
− | | | + | ||0:35 |
− | | | + | ||23 |
− | | | + | || |
− | | | + | ||369 |
− | | | + | ||342 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Lorex | !|Lorex | ||
− | | | + | ||7288 |
− | | | + | ||550 |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | ||23,532 |
− | | | + | ||1 |
− | | | + | ||972 |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||17 | ||
+ | ||8 | ||
+ | ||1:09 | ||
+ | ||8 | ||
+ | || | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
− | | | + | ||7 |
− | | | + | ||1 |
− | | | + | ||0:09 |
− | | | + | ||1 |
− | | | + | || |
− | | | + | ||2 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | ||0 |
− | | | + | || |
− | | | + | || |
− | + | ||N/A | |
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
− | | | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
− | | | + | || |
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
{| id="resource_PTweek4" class="wikitable" | {| id="resource_PTweek4" class="wikitable" | ||
+ | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
− | |1. Camera Troubleshoot | + | ||1. Camera Troubleshoot |
− | | 97 | + | ||97 |
|- | |- | ||
− | |2. Remote Access (P2P) | + | ||2. Remote Access (P2P) |
− | | 51 | + | ||51 |
|- | |- | ||
− | |3. General Info | + | ||3. General Info |
− | | 35 | + | ||35 |
|- | |- | ||
− | |4. Mobile Access | + | ||4. Mobile Access |
− | | 26 | + | ||26 |
|- | |- | ||
− | |5. Password Reset | + | ||5. Password Reset |
− | | 18 | + | ||18 |
|- | |- | ||
− | |6. Presales Technical | + | ||6. Presales Technical |
− | | 17 | + | ||17 |
|- | |- | ||
− | |7. Display Monitor | + | ||7. Display Monitor |
− | | 14 | + | ||14 |
|- | |- | ||
− | |8. SmartPSS | + | ||8. SmartPSS |
− | | 9 | + | ||9 |
|- | |- | ||
− | |9. Non-Auth | + | ||9. Non-Auth |
− | | 9 | + | ||9 |
|- | |- | ||
− | |10. Playback | + | ||10. Playback |
− | | 7 | + | ||7 |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | |<span id="resource_PTweek4_sum">TOT</span> | + | ||<span id="resource_PTweek4_sum">TOT</span> |
|} | |} | ||
Line 701: | Line 843: | ||
} | } | ||
sumColumn('resource_PTweek4', 1 ); | sumColumn('resource_PTweek4', 1 ); | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
</script> | </script> | ||
</html> | </html> |
Latest revision as of 19:38, 12 March 2019
January 2019
Week 1: December 30-January 5
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 448 | 38 | 4:30 | 33 | 414 | 274 | 42 | 6 | 76% | N/A | ||
Dealer Queue | 35 | 8 | 11:32 | 3 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 368 | 38 | 2:03 | 24 | 221 | 226 | 0 | 0 | N/A | |||
Lorex | 7558 | 1 | 973 | N/A | ||||||||
LeChange | 27 | 8 | 6:24 | 4 | 4 | 0 | 0 | 0 | N/A | |||
Empower | 3 | 0 | 2:00 | 0 | 0 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Top 10-Problem Type Template
Problem Type | Number of Cases Created |
---|---|
1. Camera Troubleshoot | 75 |
2. General Info | 23 |
3. Remote Access | 22 |
4. Password Reset | 17 |
5. Presales Technical | 14 |
6. Mobile Access | 12 |
7. Display Monitor | 11 |
8. Smart PSS | 10 |
9. Non-Auth | 9 |
10. Firmware Upgrade | 9 |
Total | TOT |
Week 2: January 6-12
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 662 | 44 | 5:29 | 101 | 579 | 378 | 54 | 7 | 65% | N/A | ||
Dealer Queue | 57 | 14 | 7:12 | 6 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 659 | 77 | 2:54 | 16 | 414 | 208 | 0 | 0 | N/A | |||
Lorex | 6825 | 0 | 1071 | N/A | ||||||||
LeChange | 17 | 14 | 9:33 | 0 | 1 | 0 | 0 | 0 | N/A | |||
Empower | 6 | 2 | 1:07 | 0 | 5 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Top 10-Problem Type Template
Problem Type | Number of Cases Created |
---|---|
1. Camera Troubleshoot | 84 |
2. Remote Access (P2P) | 51 |
3. General Info | 47 |
4. Password Reset | 37 |
5. Presales Technical | 30 |
6. Non-Auth | 22 |
7. SmartPSS | 10 |
8. Mobile Access | 8 |
9. Display Monitor | 8 |
10. Playback | 7 |
TOTAL | TOT |
Week 3: January 13-19
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 623 | 54 | 4:49 | 13 | 545 | 397 | 33 | 19 | 71% | N/A | ||
Dealer Queue | 28 | 7 | 9:52 | 8 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 568 | 53 | 2:45 | 11 | 369 | 353 | 0 | 0 | N/A | |||
Lorex | 8247 | 797 | 22810 | 2 | 1053 | N/A | ||||||
LeChange | 32 | 7 | 3:00 | 2 | 2 | 0 | 0 | 0 | N/A | |||
Empower | 7 | 1 | 0:57 | 1 | 3 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Top 10-Problem Type Template
Problem Type | Number of Cases Created |
---|---|
1. Camera Troubleshoot | 84 |
2. Remote Access (P2P) | 66 |
3.General Info | 46 |
4. Password Reset | 33 |
5. Smart PSS | 21 |
6. Presales Technical | 20 |
7. Record | 12 |
8. Non-Auth | 9 |
9. Display monitor | 8 |
10. Playback | 7 |
TOTAL | TOT |
Week 4: January 20-26
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 543 | 35 | 3:45 | 10 | 603 | 358 | 36 | 8 | 66% | N/A | ||
Dealer Queue | 42 | 7 | 4:38 | 7 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 428 | 34 | 0:45 | 32 | 328 | 369 | 0 | 0 | N/A | |||
Lorex | 7882 | 733 | 15,705 | 1 | 1059 | N/A | ||||||
LeChange | 9 | 7 | 8:39 | 4 | 3 | 0 | 0 | 0 | N/A | |||
Empower | 7 | 2 | 0:13 | 1 | 7 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Top 10-Problem Type Template
Problem Type | Number of Cases Created |
---|---|
1. Camera Troubleshoot | 110 |
2. Remote Access (P2P) | 50 |
3. General Info | 37 |
4. Presales Technical | 30 |
5. Password Reset | 21 |
6. Non-Auth | 14 |
7. SmartPSS | 13 |
8. Mobile Access | 13 |
9. RMA | 10 |
10. Display Monitor | 10 |
TOTAL | TOT |
Week 5: January 27-February 2
Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 673 | 59 | 0:52 | 39 | 519 | 364 | 35 | 13 | 78% | N/A | ||
Dealer Queue | 28 | 24 | 0:47 | 1 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 492 | 45 | 0:35 | 23 | 369 | 342 | 0 | 0 | N/A | |||
Lorex | 7288 | 550 | 23,532 | 1 | 972 | N/A | ||||||
LeChange | 17 | 8 | 1:09 | 8 | 1 | 0 | 0 | 0 | N/A | |||
Empower | 7 | 1 | 0:09 | 1 | 2 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Top 10-Problem Type Template
Problem Type | Number of Cases Created |
---|---|
1. Camera Troubleshoot | 97 |
2. Remote Access (P2P) | 51 |
3. General Info | 35 |
4. Mobile Access | 26 |
5. Password Reset | 18 |
6. Presales Technical | 17 |
7. Display Monitor | 14 |
8. SmartPSS | 9 |
9. Non-Auth | 9 |
10. Playback | 7 |
TOTAL | TOT |