:Process/Reporting January

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	6		76%	N/A
Dealer Queue	35	8	11:32	3		0	0	0	0		N/A	N/A
FLIR	368	38	2:03	24		221	226	0	0			N/A
Lorex							7558	1	973			N/A
LeChange	27	8	6:24	4		4	0	0	0			N/A
Empower	3	0	2:00	0		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	7		65%	N/A
Dealer Queue	57	14	7:12	6		0	0	0	0		N/A	N/A
FLIR	659	77	2:54	16		414	208	0	0			N/A
Lorex							6825	0	1071			N/A
LeChange	17	14	9:33	0		1	0	0	0			N/A
Empower	6	2	1:07	0		5	0	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	19		71%	N/A
Dealer Queue	28	7	9:52	8		0	0	0	0		N/A	N/A
FLIR	568	53	2:45	11		369	353	0	0			N/A
Lorex	8247	797					22810	2	1053			N/A
LeChange	32	7	3:00	2		2	0	0	0			N/A
Empower	7	1	0:57	1		3	0	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	0		66%	N/A
Dealer Queue	42	7	4:38	7		0	0	0	0		N/A	N/A
FLIR	428	34	0:45	32		328	369	0	0			N/A
Lorex	7882	733					15,705	1	1059			N/A
LeChange	9	7	8:39	4		3	0	0	0			N/A
Empower	7	2	0:13	1		7	0	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	0		78%	N/A
Dealer Queue	28	24	0:47	1		0	0	0	0		N/A	N/A
FLIR	492	45	0:35	23		369	342	0	0			N/A
Lorex	7288	550					23,532	1	972			N/A
LeChange	17	8	1:09	8		1	0	0	0			N/A
Empower	7	1	0:09	1		2	0	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