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 3: February 17 to 23) |
(→Week 2: February 10 to 16) |
||
(43 intermediate revisions by 2 users not shown) | |||
Line 1: | Line 1: | ||
=February 2019= | =February 2019= | ||
__NOTOC__ | __NOTOC__ | ||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
==Week 1: February 3 to 9== | ==Week 1: February 3 to 9== | ||
Line 128: | Line 21: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||682 |
− | || | + | ||47 |
− | || | + | ||2:50 |
− | || | + | ||6 |
||102 | ||102 | ||
||479 | ||479 | ||
Line 138: | Line 31: | ||
||16 | ||16 | ||
||18 | ||18 | ||
− | || | + | ||88% |
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|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 | ||
Line 167: | Line 60: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||7661 |
||658 | ||658 | ||
− | || | + | ||6:51 |
− | || | + | ||1683 |
− | || | + | ||N/A |
||7498 | ||7498 | ||
||6590 | ||6590 | ||
− | || | + | ||9 |
− | || | + | ||950 |
||489 | ||489 | ||
|| | || | ||
− | || | + | ||N/A |
|- | |- | ||
!|LeChange | !|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 223: | Line 116: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|} | |} | ||
Line 244: | Line 137: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||600 |
− | || | + | ||40 |
− | || | + | ||1:32 |
− | || | + | ||12 |
||97 | ||97 | ||
||545 | ||545 | ||
Line 254: | Line 147: | ||
||16 | ||16 | ||
||20 | ||20 | ||
− | || | + | ||90% |
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|Dealer Queue | ||
+ | ||5 | ||
+ | ||12 | ||
+ | ||10:52 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | || | + | ||448 |
− | || | + | ||37 |
− | || | + | ||0:52 |
− | || | + | ||3 |
||0 | ||0 | ||
||309 | ||309 | ||
Line 283: | Line 176: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||7154 |
||661 | ||661 | ||
− | || | + | ||2:21 |
− | || | + | ||1020 |
− | || | + | ||N/A |
||7100 | ||7100 | ||
||6300 | ||6300 | ||
− | || | + | ||2 |
− | || | + | ||835 |
||397 | ||397 | ||
|| | || | ||
− | || | + | ||N/A |
|- | |- | ||
!|LeChange | !|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 339: | Line 232: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|} | |} | ||
Line 360: | Line 253: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||1104 |
||61 | ||61 | ||
− | || | + | ||0:35 |
− | || | + | ||22 |
||145 | ||145 | ||
||521 | ||521 | ||
Line 370: | Line 263: | ||
||17 | ||17 | ||
||14 | ||14 | ||
− | || | + | ||81% |
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|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 | ||
Line 399: | Line 292: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
||7292 | ||7292 | ||
||773 | ||773 | ||
− | || | + | ||1:16 |
− | || | + | ||832 |
− | || | + | ||N/A |
||7117 | ||7117 | ||
||6292 | ||6292 | ||
||3 | ||3 | ||
− | || | + | ||837 |
||405 | ||405 | ||
|| | || | ||
− | || | + | ||N/A |
|- | |- | ||
!|LeChange | !|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 455: | Line 348: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|} | |} | ||
Line 464: | Line 357: | ||
!|Inbound Calls | !|Inbound Calls | ||
!|Outbound Calls | !|Outbound Calls | ||
+ | !|Average Hold Time | ||
!|Abandoned | !|Abandoned | ||
!|Voicemails | !|Voicemails | ||
Line 475: | Line 369: | ||
|- | |- | ||
!|Dahua North America | !|Dahua North America | ||
− | || | + | ||658 |
− | || | + | ||69 |
− | || | + | ||0:29 |
+ | ||23 | ||
||59 | ||59 | ||
||578 | ||578 | ||
Line 485: | Line 380: | ||
||18 | ||18 | ||
||80% | ||80% | ||
+ | ||N/A | ||
+ | |- | ||
+ | !|Dealer Queue | ||
+ | ||10 | ||
+ | ||20 | ||
+ | ||0:24 | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | || | ||
+ | ||N/A | ||
+ | ||N/A | ||
|- | |- | ||
!|FLIR | !|FLIR | ||
− | || | + | ||585 |
− | || | + | ||60 |
− | || | + | ||0:23 |
+ | ||26 | ||
||0 | ||0 | ||
||353 | ||353 | ||
Line 498: | Line 408: | ||
||7 | ||7 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||6986 |
||825 | ||825 | ||
− | || | + | ||1:14 |
− | || | + | ||752 |
− | || | + | ||N/A |
− | || | + | ||6632 |
+ | ||12094 | ||
||4 | ||4 | ||
− | || | + | ||779 |
||248 | ||248 | ||
||90% | ||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 524: | Line 450: | ||
||1 | ||1 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 531: | Line 457: | ||
|| | || | ||
|| | || | ||
− | |||
− | |||
|| | || | ||
− | |||
− | |||
− | |||
|| | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | || | ||
+ | ||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 |