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 January"
(→Week 4: January 20-26) |
(→Week 5: January 27-February 2) |
||
Line 702: | Line 702: | ||
||519 | ||519 | ||
||364 | ||364 | ||
− | || | + | ||35 |
|| | || | ||
|| | || | ||
Line 716: | Line 716: | ||
||0 | ||0 | ||
||0 | ||0 | ||
− | || | + | ||0 |
|| | || | ||
|| | || | ||
Line 730: | Line 730: | ||
||369 | ||369 | ||
||342 | ||342 | ||
− | || | + | ||0 |
|| | || | ||
|| | || | ||
Line 744: | Line 744: | ||
|| | || | ||
||23,532 | ||23,532 | ||
− | || | + | ||1 |
|| | || | ||
|| | || | ||
Line 758: | Line 758: | ||
||1 | ||1 | ||
||0 | ||0 | ||
− | || | + | ||0 |
|| | || | ||
|| | || | ||
Line 772: | Line 772: | ||
||2 | ||2 | ||
||0 | ||0 | ||
− | || | + | ||0 |
|| | || | ||
|| | || |
Revision as of 19:07, 12 March 2019
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 | 448 | 38 | 4:30 | 33 | 414 | 274 | 42 | 76% | N/A | |||
Dealer Queue | 35 | 8 | 11:32 | 3 | 0 | 0 | 0 | N/A | N/A | |||
FLIR | 368 | 38 | 2:03 | 24 | 221 | 226 | 0 | N/A | ||||
Lorex | 7558 | 1 | N/A | |||||||||
LeChange | 27 | 8 | 6:24 | 4 | 4 | 0 | 0 | N/A | ||||
Empower | 3 | 0 | 2:00 | 0 | 0 | 0 | 0 | N/A | ||||
TOTAL | N/A |
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 | 662 | 44 | 5:29 | 101 | 579 | 378 | 54 | 65% | N/A | |||
Dealer Queue | 57 | 14 | 7:12 | 6 | 0 | 0 | 0 | N/A | N/A | |||
FLIR | 659 | 77 | 2:54 | 16 | 414 | 208 | 0 | N/A | ||||
Lorex | 6825 | 0 | N/A | |||||||||
LeChange | 17 | 14 | 9:33 | 0 | 1 | 0 | 0 | N/A | ||||
Empower | 6 | 2 | 1:07 | 0 | 5 | 0 | 0 | N/A | ||||
TOTAL | N/A |
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 | 623 | 54 | 4:49 | 13 | 545 | 397 | 33 | 71% | N/A | |||
Dealer Queue | 28 | 7 | 9:52 | 8 | 0 | 0 | 0 | N/A | N/A | |||
FLIR | 568 | 53 | 2:45 | 11 | 369 | 353 | 0 | N/A | ||||
Lorex | 8247 | 797 | 22810 | 2 | N/A | |||||||
LeChange | 32 | 7 | 3:00 | 2 | 2 | 0 | 0 | N/A | ||||
Empower | 7 | 1 | 0:57 | 1 | 3 | 0 | 0 | N/A | ||||
TOTAL | N/A |
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 | 543 | 35 | 3:45 | 10 | 603 | 358 | 36 | 66% | N/A | |||
Dealer Queue | 42 | 7 | 4:38 | 7 | 0 | 0 | 0 | N/A | N/A | |||
FLIR | 428 | 34 | 0:45 | 32 | 328 | 369 | 0 | N/A | ||||
Lorex | 7882 | 733 | 15,705 | 1 | N/A | |||||||
LeChange | 9 | 7 | 8:39 | 4 | 3 | 0 | 0 | N/A | ||||
Empower | 7 | 2 | 0:13 | 1 | 7 | 0 | 0 | N/A | ||||
TOTAL | N/A |
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 | 673 | 59 | 0:52 | 39 | 519 | 364 | 35 | 78% | N/A | |||
Dealer Queue | 28 | 24 | 0:47 | 1 | 0 | 0 | 0 | N/A | N/A | |||
FLIR | 492 | 45 | 0:35 | 23 | 369 | 342 | 0 | N/A | ||||
Lorex | 7288 | 550 | 23,532 | 1 | N/A | |||||||
LeChange | 17 | 8 | 1:09 | 8 | 1 | 0 | 0 | N/A | ||||
Empower | 7 | 1 | 0:09 | 1 | 2 | 0 | 0 | N/A | ||||
TOTAL | N/A |
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 |