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 2: February 10 to 16) |
|||
(32 intermediate revisions by 2 users not shown) | |||
Line 31: | Line 31: | ||
||16 | ||16 | ||
||18 | ||18 | ||
− | || | + | ||88% |
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|Dealer Queue | ||
Line 40: | Line 40: | ||
||2 | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
Line 60: | 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 | ||
Line 82: | Line 82: | ||
||7 | ||7 | ||
|| | || | ||
+ | ||1 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
Line 96: | Line 96: | ||
||1 | ||1 | ||
|| | || | ||
+ | ||4 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 116: | Line 116: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|} | |} | ||
Line 147: | Line 147: | ||
||16 | ||16 | ||
||20 | ||20 | ||
− | || | + | ||90% |
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|Dealer Queue | ||
Line 156: | Line 156: | ||
||2 | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
Line 176: | 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 | ||
Line 198: | Line 198: | ||
||6 | ||6 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
Line 210: | Line 210: | ||
||1 | ||1 | ||
||0:12 | ||0:12 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
+ | ||0 | ||
||0 | ||0 | ||
||0 | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 232: | Line 232: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|} | |} | ||
Line 263: | Line 263: | ||
||17 | ||17 | ||
||14 | ||14 | ||
− | || | + | ||81% |
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|Dealer Queue | ||
Line 272: | Line 272: | ||
||0 | ||0 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
Line 292: | 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 | ||
Line 314: | Line 314: | ||
||2 | ||2 | ||
|| | || | ||
+ | ||3 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||1 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
Line 328: | Line 328: | ||
||1 | ||1 | ||
|| | || | ||
+ | ||4 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 348: | Line 348: | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
|} | |} | ||
Line 380: | Line 380: | ||
||18 | ||18 | ||
||80% | ||80% | ||
− | || | + | ||N/A |
|- | |- | ||
!|Dealer Queue | !|Dealer Queue | ||
Line 388: | Line 388: | ||
||2 | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
− | || | + | ||N/A |
− | || | + | ||N/A |
− | |||
− | |||
− | |||
− | |||
|- | |- | ||
!|FLIR | !|FLIR | ||
Line 408: | Line 408: | ||
||7 | ||7 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|Lorex | !|Lorex | ||
− | || | + | ||6986 |
||825 | ||825 | ||
− | || | + | ||1:14 |
− | || | + | ||752 |
− | || | + | ||N/A |
||6632 | ||6632 | ||
||12094 | ||12094 | ||
||4 | ||4 | ||
− | || | + | ||779 |
||248 | ||248 | ||
||90% | ||90% | ||
− | || | + | ||N/A |
|- | |- | ||
!|LeChange | !|LeChange | ||
Line 430: | Line 430: | ||
||4 | ||4 | ||
|| | || | ||
+ | ||2 | ||
|| | || | ||
+ | ||0 | ||
+ | ||0 | ||
|| | || | ||
|| | || | ||
− | || | + | ||N/A |
− | |||
− | |||
− | |||
|- | |- | ||
!|Empower | !|Empower | ||
Line 450: | Line 450: | ||
||1 | ||1 | ||
||N/A | ||N/A | ||
− | || | + | ||N/A |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
Line 464: | Line 464: | ||
|| | || | ||
|| | || | ||
− | || | + | ||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 |