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 5: January 28-31)
(→‎Week 5: January 27-February 2)
 
(80 intermediate revisions by the same user not shown)
Line 1: Line 1:
 
==January 2019==
 
==January 2019==
−
===Week 1: January 1-5===
+
__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
−
||300
+
||448
−
||78
+
||38
 +
||4:30
 +
||33
 
||
 
||
−
||80
+
||414
−
||50
+
||274
−
||78
+
||42
 +
||6
 +
||
 +
||76%
 +
||N/A
 +
|-
 +
!|Dealer Queue
 +
||35
 +
||8
 +
||11:32
 +
||3
 +
||
 +
||0
 +
||0
 
||0
 
||0
−
||3
 
 
||0
 
||0
 +
||
 +
||N/A
 +
||N/A
 
|-
 
|-
 
!|FLIR
 
!|FLIR
−
||220
+
||368
−
||17
+
||38
 +
||2:03
 +
||24
 
||
 
||
 +
||221
 +
||226
 
||0
 
||0
−
||192
 
−
||98
 
−
||0
 
−
||20
 
 
||0
 
||0
 +
||
 +
||
 +
||N/A
 
|-
 
|-
 
!|Lorex
 
!|Lorex
Line 41: Line 65:
 
||
 
||
 
||
 
||
−
||6500
+
||
−
||6155
+
||
−
||2
+
||7558
−
||492
+
||1
−
||324
+
||973
 +
||
 +
||
 +
||N/A
 
|-
 
|-
−
!|Empower
+
!|LeChange
−
||1
+
||27
 +
||8
 +
||6:24
 +
||4
 +
||
 +
||4
 +
||0
 +
||0
 
||0
 
||0
 
||
 
||
 +
||
 +
||N/A
 +
|-
 +
!|Empower
 +
||3
 
||0
 
||0
 +
||2:00
 
||0
 
||0
 +
||
 
||0
 
||0
 
||0
 
||0
 
||0
 
||0
 
||0
 
||0
 +
||
 +
||
 +
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 62: Line 106:
 
||
 
||
 
||
 
||
−
||80
+
||
−
||6742
+
||
−
||6331
+
||
−
||2
+
||
−
||515
+
||
−
||324
+
||
 +
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type Template====
 
====Top 10-Problem Type Template====
Line 123: Line 170:
 
</html>
 
</html>
  
−
 
+
===Week 2: January 6-12===
−
{{#pPie: exploded|3d|data=
 
−
Camera Troubleshoot,75
 
−
General Info,23
 
−
Remote Access,22
 
−
Password Reset,17
 
−
Presales Technical,14
 
−
Mobile Access,12
 
−
Display Monitor,11
 
−
Smart PSS,10
 
−
Non-Auth,9
 
−
Firmware Upgrade,9
 
−
}}
 
−
 
 
−
===Week 2: January 7-11===
 
 
{| class="wikitable"
 
{| class="wikitable"
 
|-
 
|-
Line 143: Line 176:
 
!|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 (Tier 2)
+
!|Escalated Cases
−
!|Escalated Cases (Tier 3)
 
 
!|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
−
||8367
 
−
||755
 
 
||
 
||
 
||
 
||
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||
 
||
 
||
 
||
 +
||6825
 +
||0
 +
||1071
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
−
!|Empower
+
!|LeChange
−
||
+
||17
−
||
+
||14
−
||
+
||9:33
−
||
+
||0
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||1
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
−
!|ADT
+
!|Empower
−
||
+
||6
−
||
+
||2
−
||
+
||1:07
−
||
+
||0
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||5
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 223: Line 282:
 
||
 
||
 
||
 
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type Template====
 
====Top 10-Problem Type Template====
Line 278: Line 339:
 
</html>
 
</html>
  
−
===Week 3: January 14-18===
+
===Week 3: January 13-19===
 
{| class="wikitable"
 
{| class="wikitable"
 
|-
 
|-
Line 284: Line 345:
 
!|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 (Tier 2)
+
!|Escalated Cases
−
!|Escalated Cases (Tier 3)
 
 
!|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
Line 324: Line 405:
 
||
 
||
 
||
 
||
 +
||22810
 +
||2
 +
||1053
 
||
 
||
 
||
 
||
−
||
+
||N/A
−
||
 
 
|-
 
|-
−
!|Empower
+
!|LeChange
−
||
+
||32
−
||
+
||7
−
||
+
||3:00
−
||
+
||2
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||2
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
−
!|ADT
+
!|Empower
−
||
+
||7
−
||
+
||1
−
||
+
||0:57
−
||
+
||1
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||3
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 364: Line 451:
 
||
 
||
 
||
 
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type Template====
 
====Top 10-Problem Type Template====
Line 419: Line 508:
 
</html>
 
</html>
  
−
===Week 4: January 21-25===
+
===Week 4: January 20-26===
 
{| class="wikitable"
 
{| class="wikitable"
 
|-
 
|-
Line 425: Line 514:
 
!|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 (Tier 2)
+
!|Escalated Cases
−
!|Escalated Cases (Tier 3)
 
 
!|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
Line 465: Line 574:
 
||
 
||
 
||
 
||
 +
||15,705
 +
||1
 +
||1059
 
||
 
||
 
||
 
||
−
||
+
||N/A
−
||
 
 
|-
 
|-
−
!|Empower
+
!|LeChange
−
||
+
||9
−
||
+
||7
−
||
+
||8:39
−
||
+
||4
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||3
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
−
!|ADT
+
!|Empower
−
||
+
||7
−
||
+
||2
−
||
+
||0:13
−
||
+
||1
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||7
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 505: Line 620:
 
||
 
||
 
||
 
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type Template====
 
====Top 10-Problem Type Template====
Line 560: Line 677:
 
</html>
 
</html>
  
−
===Week 5: January 28-31===
+
===Week 5: January 27-February 2===
 
{| class="wikitable"
 
{| class="wikitable"
 
|-
 
|-
Line 566: Line 683:
 
!|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 (Tier 2)
+
!|Escalated Cases
−
!|Escalated Cases (Tier 3)
 
 
!|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
Line 606: Line 743:
 
||
 
||
 
||
 
||
 +
||23,532
 +
||1
 +
||972
 
||
 
||
 
||
 
||
−
||
+
||N/A
−
||
 
 
|-
 
|-
−
!|Empower
+
!|LeChange
−
||
+
||17
−
||
+
||8
−
||
+
||1:09
−
||
+
||8
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||1
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
−
!|ADT
+
!|Empower
−
||
+
||7
−
||
+
||1
−
||
+
||0:09
−
||
+
||1
−
||
 
−
||
 
−
||
 
 
||
 
||
 +
||2
 +
||0
 +
||0
 +
||0
 
||
 
||
 
||
 
||
 +
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 646: Line 789:
 
||
 
||
 
||
 
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type Template====
 
====Top 10-Problem Type Template====
Line 698: Line 843:
 
     }
 
     }
 
     sumColumn('resource_PTweek4', 1 );
 
     sumColumn('resource_PTweek4', 1 );
−
</script>
 
−
</html>
 
−
 
−
===January Total===
 
−
{| class="wikitable"
 
−
!|Type
 
−
!|Inbound Calls
 
−
!|Outbound Calls
 
−
!|Abandoned
 
−
!|Voicemails
 
−
!|Cases Created
 
−
!|Cases Closed
 
−
!|Escalated Cases (Tier 2)
 
−
!|Escalated Cases (Tier 3)
 
−
!|RMA Created
 
−
!|RMA Completed
 
−
|-
 
−
!|Dahua North America
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|-
 
−
!|FLIR
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|-
 
−
!|Lorex
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|-
 
−
!|Empower
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|-
 
−
!|ADT
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|-
 
−
!|TOTAL
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|
 
−
|}
 
−
====Top 10-Problem Type Template====
 
−
{| id="resource_PTmonth" class="wikitable"
 
−
!|Problem Type
 
−
!|Number of Cases Created
 
−
|-
 
−
|1. Camera Troubleshoot
 
−
| 441
 
−
|-
 
−
|2. Remote Access (P2P)
 
−
| 236
 
−
|-
 
−
|3. General Info
 
−
| 182
 
−
|-
 
−
|4. Password Reset
 
−
| 124
 
−
|-
 
−
|5. Presales Technical
 
−
| 111
 
−
|-
 
−
|6. Non-Auth
 
−
| 63
 
−
|-
 
−
|7. SmartPSS
 
−
|62
 
−
|-
 
−
|8.Display Monitor
 
−
| 50
 
−
|-
 
−
|9. Mobile Access, Remote Access P2P
 
−
| 28
 
−
|-
 
−
|10. Playback
 
−
| 26
 
−
|-
 
−
!|TOTAL
 
−
|<span id="resource_PTmonth_sum">TOT</span>
 
−
|}
 
−
 
−
<html>
 
−
<script type="text/javascript">
 
−
    function sumColumn( id, col ) {
 
−
        var total = 0;
 
−
        var mytable = document.getElementById( id );
 
−
        for ( var v=1; v < mytable.rows.length - 1; v++ ) {
 
−
            total += parseInt( mytable.rows[v].cells[col].innerHTML );
 
−
        }
 
−
        document.getElementById( id + '_sum' ).innerHTML = total;
 
−
    }
 
−
    sumColumn('resource_PTmonth', 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

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