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Revision as of 20:38, 11 March 2019
Contents
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 | 4:30 | 7 | ||||||||||
Dealer Queue | 11:32 | 1 | ||||||||||
FLIR | 2:03 | 5 | ||||||||||
Lorex | ||||||||||||
LeChange | 6:24 | 1 | ||||||||||
Empower | 2:00 | 0 | ||||||||||
TOTAL |
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 | 5:29 | 20 | ||||||||||
Dealer Queue | 7:12 | 3 | ||||||||||
FLIR | 2:54 | 16 | ||||||||||
Lorex | ||||||||||||
LeChange | 9:33 | 0 | ||||||||||
Empower | 0 | 0 | ||||||||||
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 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 | 4:49 | 13 | ||||||||||
Dealer Queue | 9:52 | 2 | ||||||||||
FLIR | 2:45 | 11 | ||||||||||
Lorex | 8247 | 797 | ||||||||||
LeChange | 7:41 | 2 | ||||||||||
Empower | 0:57 | 1 | ||||||||||
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 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 | 3:45 | 10 | ||||||||||
Dealer Queue | 8:34 | 2 | ||||||||||
FLIR | 2:50 | 6 | ||||||||||
Lorex | 7882 | 733 | ||||||||||
LeChange | 5:46 | 1 | ||||||||||
Empower | 0:00 | 1 | ||||||||||
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 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 | 3:18 | 8 | ||||||||||
Dealer Queue | 2:42 | 1 | ||||||||||
FLIR | 2:19 | 5 | ||||||||||
Lorex | 7288 | 550 | ||||||||||
LeChange | 5:31 | 2 | ||||||||||
Empower | 6:38 | 1 | ||||||||||
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 |