:Process/Reporting January

Revision as of 14:27, 12 March 2019 by JP (talk | contribs) (→‎Week 2: January 6-12)

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
Dealer Queue 35 8 11:32 3
FLIR 368 38 2:03 24
Lorex
LeChange 27 8 6:24 4
Empower 3 0 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 662 44 5:29 101
Dealer Queue 57 14 7:12 6
FLIR 659 77 2:54 16
Lorex
LeChange 17 14 9:33 0
Empower 6 2 1:07 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

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