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Difference between revisions of ":Process/Reporting February"
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=February 2019= | =February 2019= | ||
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==Week 1: February 3 to 9== | ==Week 1: February 3 to 9== | ||
Line 109: | Line 9: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 116: | 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 | ||
|| | || | ||
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− | |||
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− | |||
|| | || | ||
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Line 171: | Line 116: | ||
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|| | || | ||
+ | ||N/A | ||
|} | |} | ||
Line 179: | Line 125: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 186: | 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 | ||
|| | || | ||
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Line 241: | Line 232: | ||
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+ | ||N/A | ||
|} | |} | ||
Line 249: | Line 241: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 256: | 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 | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
− | |||
|| | || | ||
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Line 311: | Line 348: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
Line 319: | Line 357: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 330: | 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 379: | Line 450: | ||
||1 | ||1 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 386: | Line 457: | ||
|| | || | ||
|| | || | ||
− | |||
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− | |||
− | |||
− | |||
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+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | ||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 |