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Revision as of 19:18, 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 | |||||||||||
| Dealer Queue | 11:32 | |||||||||||
| FLIR | 2:03 | |||||||||||
| Lorex | ||||||||||||
| LeChange | 6:24 | |||||||||||
| Empower | 2:00 | |||||||||||
| 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 | ||||||||||||
| Dealer Queue | ||||||||||||
| FLIR | ||||||||||||
| Lorex | 8247 | 797 | ||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| 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 | ||||||||||||
| Dealer Queue | ||||||||||||
| FLIR | ||||||||||||
| Lorex | 7882 | 733 | ||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| 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 | ||||||||||||
| Dealer Queue | ||||||||||||
| FLIR | ||||||||||||
| Lorex | 7288 | 550 | ||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| 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 |
