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Difference between revisions of ":Process/Reporting February"

(→‎Summary)
(→‎Week 2: February 10 to 16)
 
(95 intermediate revisions by 2 users not shown)
Line 1: Line 1:
 
=February 2019=
 
=February 2019=
−
==Summary==
+
__NOTOC__
−
<div class="toccolours mw-collapsible mw-collapsed">
 
−
Click here to Expand Summary
 
−
<div class="mw-collapsible-content">
 
−
===Inbound Calls===
 
−
<pLines ymin=0 ymax=10000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,537,334,7579
 
−
Week 2,501,300,7063
 
−
Week 3,406,391,7292
 
−
Week 4,461,389,0
 
−
</pLines>
 
  
−
===Outbound Calls===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,80,31,658
 
−
Week 2,74,19,661
 
−
Week 3,61,17,773
 
−
Week 4,68,31,0
 
−
</pLines>
 
−
===Abandoned Calls===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
===Voicemail Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA
 
−
Week 1,102
 
−
Week 2,97
 
−
Week 3,145
 
−
Week 4,59
 
−
</pLines>
 
−
 
−
===Created Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
 
−
===Closed Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
===Escalated Cases===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
===RMA Created===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
===RMA Completed===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
===CSAT Average===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
===QA Average===
 
−
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 
−
angle=90 plots legend>
 
−
,DNA,FLIR,Lorex
 
−
Week 1,
 
−
Week 2,
 
−
Week 3,
 
−
Week 4,
 
−
</pLines>
 
−
</div>
 
−
</div>
 
  
 
==Week 1: February 3 to 9==
 
==Week 1: February 3 to 9==
Line 115: Line 9:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 122: Line 17:
 
!|RMA Created
 
!|RMA Created
 
!|RMA Completed
 
!|RMA Completed
 +
!|CSAT Average
 +
!|QA Average
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||537
+
||682
−
||80
+
||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
 
||
 
||
−
||14
+
||N/A
−
||
+
||N/A
−
||
 
 
|-
 
|-
 
!|FLIR
 
!|FLIR
 
||334
 
||334
 
||31
 
||31
−
||
+
||1:51
 +
||6
 +
||0
 +
||332
 +
||366
 +
||0
 
||0
 
||0
 
||
 
||
 
||
 
||
−
||
+
||N/A
−
||
 
−
||
 
 
|-
 
|-
 
!|Lorex
 
!|Lorex
−
||7579
+
||7661
 
||658
 
||658
−
||-
+
||6:51
−
||-
+
||1683
−
||7493
+
||N/A
 +
||7498
 
||6590
 
||6590
−
||-
+
||9
−
||580
+
||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
 
||
 
||
 
||
 
||
−
||
 
−
||
 
−
|-
 
−
!|TOTAL
 
 
||
 
||
 
||
 
||
Line 177: Line 116:
 
||
 
||
 
||
 
||
 +
||N/A
 
|}
 
|}
  
Line 185: Line 125:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 192: Line 133:
 
!|RMA Created
 
!|RMA Created
 
!|RMA Completed
 
!|RMA Completed
 +
!|CSAT Average
 +
!|QA Average
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||501
+
||600
−
||74
+
||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
−
||300
+
||448
−
||19
+
||37
−
||
+
||0:52
 +
||3
 +
||0
 +
||309
 +
||316
 +
||0
 
||0
 
||0
 
||
 
||
 
||
 
||
−
||
+
||N/A
−
||
 
−
||
 
 
|-
 
|-
 
!|Lorex
 
!|Lorex
−
||7063
+
||7154
 
||661
 
||661
−
||-
+
||2:21
−
||-
+
||1020
−
||7099
+
||N/A
−
||6330
+
||7100
−
||-
+
||6300
−
||535
+
||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
 
||
 
||
 
||
 
||
−
||
 
−
||
 
−
||
 
−
|-
 
−
!|TOTAL
 
 
||
 
||
 
||
 
||
Line 247: Line 232:
 
||
 
||
 
||
 
||
 +
||N/A
 
|}
 
|}
  
Line 255: Line 241:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 262: Line 249:
 
!|RMA Created
 
!|RMA Created
 
!|RMA Completed
 
!|RMA Completed
 +
!|CSAT Average
 +
!|QA Average
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||406
+
||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
 
||
 
||
 
||
 
||
−
||
 
−
||
 
−
|-
 
−
!|TOTAL
 
 
||
 
||
 
||
 
||
Line 317: Line 348:
 
||
 
||
 
||
 
||
 +
||N/A
 
|}
 
|}
  
Line 325: Line 357:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 336: Line 369:
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||461
+
||658
−
||68
+
||69
−
||
+
||0:29
 +
||23
 
||59
 
||59
 
||578
 
||578
−
||236
+
||282
−
||5
+
||17
 +
||16
 +
||18
 +
||80%
 +
||N/A
 +
|-
 +
!|Dealer Queue
 +
||10
 +
||20
 +
||0:24
 
||2
 
||2
−
||6
 
−
||80%
 
 
||
 
||
 +
||0
 +
||0
 +
||0
 +
||0
 +
||
 +
||N/A
 +
||N/A
 
|-
 
|-
 
!|FLIR
 
!|FLIR
−
||389
+
||585
−
||31
+
||60
−
||
+
||0:23
 +
||26
 
||0
 
||0
 
||353
 
||353
−
||595
+
||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
 
||
 
||
 
||
 
||
−
||6,632
+
||N/A
−
||12,094
 
−
||
 
−
||418
 
−
||248
 
−
||90%
 
−
||
 
 
|-
 
|-
 
!|Empower
 
!|Empower
 +
||14
 +
||0
 +
||0:10
 
||3
 
||3
−
||0
 
−
||
 
 
||0
 
||0
 
||5
 
||5
Line 385: Line 450:
 
||1
 
||1
 
||N/A
 
||N/A
−
||
+
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 392: Line 457:
 
||
 
||
 
||
 
||
−
||7,568
 
−
||12,925
 
 
||
 
||
−
||420
 
−
||262
 
−
||85%
 
 
||
 
||
 +
||
 +
||
 +
||
 +
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type====
 
====Top 10-Problem Type====
−
{| id="resource_PT1" class="wikitable"
+
{| 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

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