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 February"
(→Week 2: February 10 to 16) |
|||
(105 intermediate revisions by 2 users not shown) | |||
Line 1: | Line 1: | ||
=February 2019= | =February 2019= | ||
− | + | __NOTOC__ | |
− | + | ||
− | + | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
==Week 1: February 3 to 9== | ==Week 1: February 3 to 9== | ||
{| class="wikitable" | {| class="wikitable" | ||
Line 16: | Line 9: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 23: | Line 17: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||682 |
− | || | + | ||47 |
− | || | + | ||2:50 |
+ | ||6 | ||
||102 | ||102 | ||
+ | ||479 | ||
+ | ||424 | ||
+ | ||46 | ||
+ | ||16 | ||
+ | ||18 | ||
+ | ||88% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||9 | ||
+ | ||16 | ||
+ | ||8:06 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | + | ||N/A | |
− | || | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
||334 | ||334 | ||
||31 | ||31 | ||
− | || | + | ||1:51 |
+ | ||6 | ||
+ | ||0 | ||
+ | ||332 | ||
+ | ||366 | ||
+ | ||0 | ||
||0 | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||7661 |
||658 | ||658 | ||
− | || | + | ||6:51 |
− | || | + | ||1683 |
− | || | + | ||N/A |
+ | ||7498 | ||
||6590 | ||6590 | ||
− | || | + | ||9 |
− | || | + | ||950 |
||489 | ||489 | ||
+ | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||19 | ||
+ | ||13 | ||
+ | ||7:16 | ||
+ | ||7 | ||
+ | || | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
||2 | ||2 | ||
+ | ||1 | ||
+ | ||5:22 | ||
||1 | ||1 | ||
|| | || | ||
+ | ||4 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 78: | Line 116: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
Line 86: | Line 125: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 93: | Line 133: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||600 |
− | || | + | ||40 |
− | || | + | ||1:32 |
+ | ||12 | ||
||97 | ||97 | ||
+ | ||545 | ||
+ | ||387 | ||
+ | ||32 | ||
+ | ||16 | ||
+ | ||20 | ||
+ | ||90% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||5 | ||
+ | ||12 | ||
+ | ||10:52 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | || | + | ||448 |
− | || | + | ||37 |
− | || | + | ||0:52 |
+ | ||3 | ||
+ | ||0 | ||
+ | ||309 | ||
+ | ||316 | ||
+ | ||0 | ||
||0 | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||7154 |
||661 | ||661 | ||
− | || | + | ||2:21 |
− | || | + | ||1020 |
− | || | + | ||N/A |
− | || | + | ||7100 |
− | || | + | ||6300 |
− | || | + | ||2 |
+ | ||835 | ||
||397 | ||397 | ||
+ | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||17 | ||
+ | ||9 | ||
+ | ||3:29 | ||
+ | ||6 | ||
+ | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|- | |- | ||
!|Empower | !|Empower | ||
||3 | ||3 | ||
+ | ||1 | ||
+ | ||0:12 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
||0 | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 148: | Line 232: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
Line 156: | Line 241: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 163: | Line 249: | ||
!|RMA Created | !|RMA Created | ||
!|RMA Completed | !|RMA Completed | ||
+ | !|CSAT Average | ||
+ | !|QA Average | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||1104 |
||61 | ||61 | ||
− | || | + | ||0:35 |
+ | ||22 | ||
||145 | ||145 | ||
+ | ||521 | ||
+ | ||334 | ||
+ | ||19 | ||
+ | ||17 | ||
+ | ||14 | ||
+ | ||81% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||5 | ||
+ | ||10 | ||
+ | ||2:08 | ||
+ | ||0 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
||391 | ||391 | ||
||17 | ||17 | ||
− | || | + | ||3:56 |
+ | ||6 | ||
+ | ||0 | ||
+ | ||388 | ||
+ | ||320 | ||
+ | ||0 | ||
||0 | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
||7292 | ||7292 | ||
||773 | ||773 | ||
+ | ||1:16 | ||
+ | ||832 | ||
+ | ||N/A | ||
+ | ||7117 | ||
+ | ||6292 | ||
+ | ||3 | ||
+ | ||837 | ||
+ | ||405 | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||11 | ||
+ | ||6 | ||
+ | ||12:57 | ||
+ | ||2 | ||
|| | || | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
||4 | ||4 | ||
+ | ||1 | ||
+ | ||3:59 | ||
||1 | ||1 | ||
|| | || | ||
+ | ||4 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|TOTAL | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 218: | Line 348: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
Line 226: | Line 357: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 237: | Line 369: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||658 |
− | || | + | ||69 |
− | || | + | ||0:29 |
+ | ||23 | ||
||59 | ||59 | ||
||578 | ||578 | ||
− | || | + | ||282 |
− | || | + | ||17 |
+ | ||16 | ||
+ | ||18 | ||
+ | ||80% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||10 | ||
+ | ||20 | ||
+ | ||0:24 | ||
||2 | ||2 | ||
− | |||
− | |||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | || | + | ||585 |
− | || | + | ||60 |
− | || | + | ||0:23 |
+ | ||26 | ||
||0 | ||0 | ||
||353 | ||353 | ||
− | || | + | ||510 |
||0 | ||0 | ||
||0 | ||0 | ||
||7 | ||7 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
+ | ||6986 | ||
+ | ||825 | ||
+ | ||1:14 | ||
+ | ||752 | ||
+ | ||N/A | ||
+ | ||6632 | ||
+ | ||12094 | ||
+ | ||4 | ||
+ | ||779 | ||
+ | ||248 | ||
+ | ||90% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|LeChange | ||
+ | ||20 | ||
+ | ||0 | ||
+ | ||1:16 | ||
+ | ||4 | ||
|| | || | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
+ | ||14 | ||
+ | ||0 | ||
+ | ||0:10 | ||
||3 | ||3 | ||
− | |||
− | |||
||0 | ||0 | ||
||5 | ||5 | ||
Line 286: | Line 450: | ||
||1 | ||1 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 293: | Line 457: | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
|| | || | ||
− | |||
− | |||
− | |||
|| | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type==== | ====Top 10-Problem Type==== | ||
− | {| | + | {| id="resource_PT1" class="wikitable" |
+ | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
− | |1. | + | ||1. |
− | |1 | + | ||1 |
|- | |- | ||
− | |2. | + | ||2. |
− | |1 | + | ||1 |
|- | |- | ||
− | |3. | + | ||3. |
− | |1 | + | ||1 |
|- | |- | ||
− | |4. | + | ||4. |
− | |1 | + | ||1 |
|- | |- | ||
− | |5. | + | ||5. |
− | |1 | + | ||1 |
|- | |- | ||
− | |6. | + | ||6. |
− | |1 | + | ||1 |
|- | |- | ||
− | |7. | + | ||7. |
− | |1 | + | ||1 |
|- | |- | ||
− | |8. | + | ||8. |
− | |1 | + | ||1 |
|- | |- | ||
− | |9. | + | ||9. |
− | |1 | + | ||1 |
|- | |- | ||
− | |10. | + | ||10. |
− | |1 | + | ||1 |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
− | | <span id="resource_PT1_sum">TOT</span> | + | ||<span id="resource_PT1_sum">TOT</span> |
|} | |} | ||
Latest revision as of 17:56, 13 March 2019
February 2019
Week 1: February 3 to 9
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 | 682 | 47 | 2:50 | 6 | 102 | 479 | 424 | 46 | 16 | 18 | 88% | N/A |
Dealer Queue | 9 | 16 | 8:06 | 2 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 334 | 31 | 1:51 | 6 | 0 | 332 | 366 | 0 | 0 | N/A | ||
Lorex | 7661 | 658 | 6:51 | 1683 | N/A | 7498 | 6590 | 9 | 950 | 489 | N/A | |
LeChange | 19 | 13 | 7:16 | 7 | 1 | 0 | 0 | 0 | N/A | |||
Empower | 2 | 1 | 5:22 | 1 | 4 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Week 2: February 10 to 16
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 | 600 | 40 | 1:32 | 12 | 97 | 545 | 387 | 32 | 16 | 20 | 90% | N/A |
Dealer Queue | 5 | 12 | 10:52 | 2 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 448 | 37 | 0:52 | 3 | 0 | 309 | 316 | 0 | 0 | N/A | ||
Lorex | 7154 | 661 | 2:21 | 1020 | N/A | 7100 | 6300 | 2 | 835 | 397 | N/A | |
LeChange | 17 | 9 | 3:29 | 6 | 0 | 0 | 0 | 0 | N/A | |||
Empower | 3 | 1 | 0:12 | 0 | 0 | 1 | 0 | 0 | 0 | N/A | ||
TOTAL | N/A |
Week 3: February 17 to 23
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 | 1104 | 61 | 0:35 | 22 | 145 | 521 | 334 | 19 | 17 | 14 | 81% | N/A |
Dealer Queue | 5 | 10 | 2:08 | 0 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 391 | 17 | 3:56 | 6 | 0 | 388 | 320 | 0 | 0 | N/A | ||
Lorex | 7292 | 773 | 1:16 | 832 | N/A | 7117 | 6292 | 3 | 837 | 405 | N/A | |
LeChange | 11 | 6 | 12:57 | 2 | 3 | 0 | 0 | 1 | N/A | |||
Empower | 4 | 1 | 3:59 | 1 | 4 | 0 | 0 | 0 | N/A | |||
TOTAL | N/A |
Week 4: February 24 to March 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 | 658 | 69 | 0:29 | 23 | 59 | 578 | 282 | 17 | 16 | 18 | 80% | N/A |
Dealer Queue | 10 | 20 | 0:24 | 2 | 0 | 0 | 0 | 0 | N/A | N/A | ||
FLIR | 585 | 60 | 0:23 | 26 | 0 | 353 | 510 | 0 | 0 | 7 | N/A | N/A |
Lorex | 6986 | 825 | 1:14 | 752 | N/A | 6632 | 12094 | 4 | 779 | 248 | 90% | N/A |
LeChange | 20 | 0 | 1:16 | 4 | 2 | 0 | 0 | N/A | ||||
Empower | 14 | 0 | 0:10 | 3 | 0 | 5 | 0 | 0 | 0 | 1 | N/A | N/A |
TOTAL | N/A |
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 |