Difference between revisions of ":Process/Reporting February"
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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 |
