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 February"
(→Week 3: February 17 to 23) |
(→Week 4: February 24 to March 2) |
||
Line 390: | Line 390: | ||
||0 | ||0 | ||
||0 | ||0 | ||
− | || | + | ||0 |
|| | || | ||
|| | || | ||
Line 432: | Line 432: | ||
||2 | ||2 | ||
|| | || | ||
− | || | + | ||0 |
|| | || | ||
|| | || |
Revision as of 19:13, 12 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 | N/A | N/A | |||
FLIR | 334 | 31 | 1:51 | 6 | 0 | 332 | 366 | 0 | 0 | N/A | ||
Lorex | 7579 | 658 | 7498 | 6590 | 9 | 580 | 489 | N/A | ||||
LeChange | 19 | 13 | 7:16 | 7 | 1 | 0 | 0 | N/A | ||||
Empower | 2 | 1 | 5:22 | 1 | 4 | 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 | N/A | N/A | |||
FLIR | 448 | 37 | 0:52 | 3 | 0 | 309 | 316 | 0 | 0 | N/A | ||
Lorex | 7063 | 661 | 7100 | 6300 | 2 | 535 | 397 | N/A | ||||
LeChange | 17 | 9 | 3:29 | 6 | 0 | 0 | 0 | N/A | ||||
Empower | 3 | 1 | 0:12 | 0 | 0 | 1 | 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 | N/A | N/A | |||
FLIR | 391 | 17 | 3:56 | 6 | 0 | 388 | 320 | 0 | 0 | N/A | ||
Lorex | 7292 | 773 | - | - | 7117 | 6292 | 3 | 542 | 405 | N/A | ||
LeChange | 11 | 6 | 12:57 | 2 | 3 | 0 | 0 | N/A | ||||
Empower | 4 | 1 | 3:59 | 1 | 4 | 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 | N/A | N/A | |||
FLIR | 585 | 60 | 0:23 | 26 | 0 | 353 | 510 | 0 | 0 | 7 | N/A | N/A |
Lorex | 6917 | 825 | 6632 | 12094 | 4 | 418 | 248 | 90% | N/A | |||
LeChange | 20 | 0 | 1:16 | 4 | 2 | 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 |