Difference between revisions of ":Process/Reporting January"
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(→Week 5: January 27-February 2) |
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==January 2019== | ==January 2019== | ||
+ | __NOTOC__ | ||
===Week 1: December 30-January 5=== | ===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 | ||
+ | ||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 | !|FLIR | ||
+ | ||368 | ||
+ | ||38 | ||
+ | ||2:03 | ||
+ | ||24 | ||
|| | || | ||
+ | ||221 | ||
+ | ||226 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Lorex | !|Lorex | ||
Line 43: | Line 67: | ||
|| | || | ||
|| | || | ||
+ | ||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 | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
− | |||
|| | || | ||
|| | || | ||
Line 68: | Line 114: | ||
|| | || | ||
|| | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
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</script> | </script> | ||
</html> | </html> | ||
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===Week 2: January 6-12=== | ===Week 2: January 6-12=== | ||
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 | + | !|Escalated Cases |
− | |||
!|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 | ||
Line 183: | Line 236: | ||
|| | || | ||
|| | || | ||
+ | ||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 | !|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 | + | ===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 | + | !|Escalated Cases |
− | |||
!|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 |
− | |||
|- | |- | ||
− | !| | + | !|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 | !|TOTAL | ||
Line 364: | Line 451: | ||
|| | || | ||
|| | || | ||
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
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</html> | </html> | ||
− | ===Week 4: January | + | ===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 | + | !|Escalated Cases |
− | |||
!|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 |
− | |||
|- | |- | ||
− | !| | + | !|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 | !|TOTAL | ||
Line 505: | Line 620: | ||
|| | || | ||
|| | || | ||
+ | || | ||
+ | ||N/A | ||
|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
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</html> | </html> | ||
− | ===Week 5: January | + | ===Week 5: January 27-February 2=== |
{| class="wikitable" | {| class="wikitable" | ||
|- | |- | ||
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!|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 | + | !|Escalated Cases |
− | |||
!|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: | ||
|| | || | ||
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+ | ||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 | ||
|| | || | ||
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+ | ||N/A | ||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
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|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
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} | } | ||
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</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 |