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:Process/Reporting April
Revision as of 21:12, 31 March 2019 by Nicky Gunakan (talk | contribs) (Created page with "==Week 1: March 31 to April 6== __NOTOC__ {| class="wikitable" |- !|Type !|Inbound Calls !|Outbound Calls !|Average Hold Time !|Abandoned !|Voicemails !|Cases Created !|Cases...")
Week 1: March 31 to April 6
| 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 | 702 | 57 | 1:15 | 38 | 67 | 567 | 240 | 24 | 19 | 21 | 93% | N/A |
| Dealer Queue | 32 | 23 | 0:21 | 15 | 0 | 0 | 0 | 0 | 0 | 0 | N/A | N/A |
| FLIR | 528 | 51 | 0:55 | 42 | 0 | 306 | 473 | 0 | 0 | 6 | N/A | N/A |
| Lorex | 6921 | 746 | 1:21 | 765 | N/A | 6574 | 10527 | 0 | 629 | 203 | 90% | N/A |
| LeChange | 23 | 19 | 0:35 | 2 | 0 | 3 | 3 | 0 | 0 | 0 | N/A | N/A |
| Empower | 3 | 1 | 0:08 | 0 | 0 | 2 | 0 | 0 | 0 | 0 | N/A | N/A |
| TOTAL | 8209 | 897 | 0:45 | 862 | 67 | 7452 | 11243 | 24 | 648 | 230 | 91.5% | N/A |
Salesforce Backend Changelog
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Week 2: April 7 to 13
| 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 | 746 | 790 | 353 | 20 | 290 | 17 | ||||||
| Dealer Queue | 1 | 0 | 0 | 0 | 0 | |||||||
| FLIR | 400 | 417 | 391 | 0 | 0 | 4 | ||||||
| Lorex | ||||||||||||
| LeChange | 4 | 1 | 0 | 0 | 0 | |||||||
| Empower | 3 | 3 | 0 | 0 | 0 | 0 | ||||||
| TOTAL |
Salesforce Backend Changelog
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Week 3: April 14 to 20
| Type | Inbound Calls | Outbound Calls | Average Hold Time | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
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| TOTAL |
Salesforce Backend Changelog
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Week 4: April 28 to May 4
| 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 | ||||||||||||
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| FLIR | ||||||||||||
| Lorex | ||||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| TOTAL |
Salesforce Backend Changelog
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