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Difference between revisions of ":Process/Reporting January"
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===Week 3: January 14-18=== | ===Week 3: January 14-18=== | ||
{| class="wikitable" | {| class="wikitable" | ||
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!|Type | !|Type | ||
!|Inbound Calls | !|Inbound Calls | ||
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!|Dahua North America | !|Dahua North America | ||
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!|FLIR | !|FLIR | ||
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!|Lorex | !|Lorex | ||
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| − | | | + | ||797 |
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!|Empower | !|Empower | ||
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!|ADT | !|ADT | ||
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!|TOTAL | !|TOTAL | ||
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|} | |} | ||
====Top 10-Problem Type Template==== | ====Top 10-Problem Type Template==== | ||
{| id="resource_PTweek2" class="wikitable" | {| id="resource_PTweek2" class="wikitable" | ||
| + | |- | ||
!|Problem Type | !|Problem Type | ||
!|Number of Cases Created | !|Number of Cases Created | ||
|- | |- | ||
| − | |1. Camera Troubleshoot | + | ||1. Camera Troubleshoot |
| − | | 84 | + | ||84 |
|- | |- | ||
| − | |2. Remote Access (P2P) | + | ||2. Remote Access (P2P) |
| − | | 66 | + | ||66 |
|- | |- | ||
| − | |3.General Info | + | ||3.General Info |
| − | | 46 | + | ||46 |
|- | |- | ||
| − | |4. Password Reset | + | ||4. Password Reset |
| − | | 33 | + | ||33 |
|- | |- | ||
| − | |5. Smart PSS | + | ||5. Smart PSS |
| − | | 21 | + | ||21 |
|- | |- | ||
| − | |6. Presales Technical | + | ||6. Presales Technical |
| − | | 20 | + | ||20 |
|- | |- | ||
| − | |7. Record | + | ||7. Record |
| − | | 12 | + | ||12 |
|- | |- | ||
| − | |8. Non-Auth | + | ||8. Non-Auth |
| − | | 9 | + | ||9 |
|- | |- | ||
| − | |9. Display monitor | + | ||9. Display monitor |
| − | | 8 | + | ||8 |
|- | |- | ||
| − | |10. Playback | + | ||10. Playback |
| − | | 7 | + | ||7 |
|- | |- | ||
!|TOTAL | !|TOTAL | ||
| − | | <span id="resource_PTweek2_sum">TOT</span> | + | ||<span id="resource_PTweek2_sum">TOT</span> |
|} | |} | ||
Revision as of 18:01, 4 March 2019
Contents
January 2019
Week 1: January 1-5
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | 300 | 78 | 80 | 50 | 78 | 0 | 3 | 0 | |
| FLIR | 220 | 17 | 0 | 192 | 98 | 0 | 20 | 0 | |
| Lorex | 6500 | 6155 | 2 | 492 | 324 | ||||
| Empower | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | |
| TOTAL | 80 | 6742 | 6331 | 2 | 515 | 324 |
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 7-11
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | ||||||||||
| FLIR | ||||||||||
| Lorex | ||||||||||
| Empower | ||||||||||
| ADT | ||||||||||
| TOTAL |
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 14-18
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | ||||||||||
| FLIR | ||||||||||
| Lorex | 8247 | 797 | ||||||||
| Empower | ||||||||||
| ADT | ||||||||||
| TOTAL |
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 21-25
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | ||||||||||
| FLIR | ||||||||||
| Lorex | 7882 | 733 | ||||||||
| Empower | ||||||||||
| ADT | ||||||||||
| TOTAL |
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 28-31
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | ||||||||||
| FLIR | ||||||||||
| Lorex | ||||||||||
| Empower | ||||||||||
| ADT | ||||||||||
| TOTAL |
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 |
January Total
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases (Tier 2) | Escalated Cases (Tier 3) | RMA Created | RMA Completed |
|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | ||||||||||
| FLIR | ||||||||||
| Lorex | ||||||||||
| Empower | ||||||||||
| ADT | ||||||||||
| TOTAL |
Top 10-Problem Type Template
| Problem Type | Number of Cases Created |
|---|---|
| 1. Camera Troubleshoot | 441 |
| 2. Remote Access (P2P) | 236 |
| 3. General Info | 182 |
| 4. Password Reset | 124 |
| 5. Presales Technical | 111 |
| 6. Non-Auth | 63 |
| 7. SmartPSS | 62 |
| 8.Display Monitor | 50 |
| 9. Mobile Access, Remote Access P2P | 28 |
| 10. Playback | 26 |
| TOTAL | TOT |
