Difference between revisions of ":Process/Reporting February"

(→‎Week 1: February 3 to 9)
(→‎Week 2: February 10 to 16)
 
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=February 2019=
 
=February 2019=
 
__NOTOC__
 
__NOTOC__
−
==Summary==
 
−
<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 116: Line 9:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 127: Line 21:
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||537
+
||682
−
||80
+
||47
−
||
+
||2:50
 +
||6
 
||102
 
||102
 
||479
 
||479
 
||424
 
||424
−
||77
+
||46
 
||16
 
||16
 
||18
 
||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
 
||0
 
||332
 
||332
 
||366
 
||366
−
||
+
||0
 
||0
 
||0
 
||
 
||
 
||
 
||
−
||
+
||N/A
 
|-
 
|-
 
!|Lorex
 
!|Lorex
−
||7579
+
||7661
 
||658
 
||658
−
||-
+
||6:51
−
||-
+
||1683
 +
||N/A
 
||7498
 
||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 190: Line 116:
 
||
 
||
 
||
 
||
 +
||N/A
 
|}
 
|}
  
Line 198: Line 125:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 209: Line 137:
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||501
+
||600
−
||74
+
||40
−
||
+
||1:32
 +
||12
 
||97
 
||97
 
||545
 
||545
 
||387
 
||387
−
||
+
||32
 
||16
 
||16
 
||20
 
||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
 
||0
 
||309
 
||309
 
||316
 
||316
−
||
+
||0
 
||0
 
||0
 
||
 
||
 
||
 
||
−
||
+
||N/A
 
|-
 
|-
 
!|Lorex
 
!|Lorex
−
||7063
+
||7154
 
||661
 
||661
−
||-
+
||2:21
−
||-
+
||1020
 +
||N/A
 
||7100
 
||7100
−
||6330
+
||6300
−
||-
+
||2
−
||535
+
||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 272: Line 232:
 
||
 
||
 
||
 
||
 +
||N/A
 
|}
 
|}
  
Line 280: Line 241:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 291: Line 253:
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||406
+
||1104
 
||61
 
||61
−
||
+
||0:35
 +
||22
 
||145
 
||145
 
||521
 
||521
 
||334
 
||334
−
||
+
||19
 
||17
 
||17
 
||14
 
||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
 
||0
 
||388
 
||388
 
||320
 
||320
−
||
+
||0
 
||0
 
||0
 
||
 
||
 
||
 
||
−
||
+
||N/A
 
|-
 
|-
 
!|Lorex
 
!|Lorex
 
||7292
 
||7292
 
||773
 
||773
−
||
+
||1:16
−
||
+
||832
 +
||N/A
 
||7117
 
||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 354: Line 348:
 
||
 
||
 
||
 
||
 +
||N/A
 
|}
 
|}
  
Line 362: Line 357:
 
!|Inbound Calls
 
!|Inbound Calls
 
!|Outbound Calls
 
!|Outbound Calls
 +
!|Average Hold Time
 
!|Abandoned
 
!|Abandoned
 
!|Voicemails
 
!|Voicemails
Line 373: Line 369:
 
|-
 
|-
 
!|Dahua North America
 
!|Dahua North America
−
||461
+
||658
−
||68
+
||69
−
||
+
||0:29
 +
||23
 
||59
 
||59
 
||578
 
||578
 
||282
 
||282
−
||5
+
||17
 
||16
 
||16
 
||18
 
||18
 
||80%
 
||80%
 +
||N/A
 +
|-
 +
!|Dealer Queue
 +
||10
 +
||20
 +
||0:24
 +
||2
 +
||
 +
||0
 +
||0
 +
||0
 +
||0
 
||
 
||
 +
||N/A
 +
||N/A
 
|-
 
|-
 
!|FLIR
 
!|FLIR
−
||389
+
||585
−
||31
+
||60
−
||
+
||0:23
 +
||26
 
||0
 
||0
 
||353
 
||353
Line 396: Line 408:
 
||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 422: Line 450:
 
||1
 
||1
 
||N/A
 
||N/A
−
||
+
||N/A
 
|-
 
|-
 
!|TOTAL
 
!|TOTAL
Line 429: Line 457:
 
||
 
||
 
||
 
||
−
||7,568
 
−
||12,925
 
 
||
 
||
−
||420
 
−
||262
 
−
||85%
 
 
||
 
||
 +
||
 +
||
 +
||
 +
||
 +
||
 +
||N/A
 
|}
 
|}
 
====Top 10-Problem Type====
 
====Top 10-Problem Type====

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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