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:Process/Reporting February
Contents
February 2019
Summary
Inbound Calls
Outbound Calls
Week 1: February 3 to 9
Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed |
---|---|---|---|---|---|---|---|---|---|
Dahua North America | 537 | 80 | 102 | 14 | |||||
FLIR | 334 | 31 | 0 | ||||||
Lorex | 7579 | 658 | - | - | 7493 | 6590 | - | 580 | 489 |
Empower | 2 | 1 | |||||||
TOTAL |
Week 2: February 10 to 16
Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed |
---|---|---|---|---|---|---|---|---|---|
Dahua North America | 501 | 74 | 97 | ||||||
FLIR | 300 | 19 | 0 | ||||||
Lorex | 7063 | 661 | - | - | 7099 | 6330 | - | 535 | 397 |
Empower | 3 | 0 | |||||||
TOTAL |
Week 3: February 17 to 23
Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed |
---|---|---|---|---|---|---|---|---|---|
Dahua North America | 406 | 61 | 145 | ||||||
FLIR | 391 | 17 | 0 | ||||||
Lorex | 7292 | 773 | |||||||
Empower | 4 | 1 | |||||||
TOTAL |
Week 4: February 24 to March 2
Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
---|---|---|---|---|---|---|---|---|---|---|---|
Dahua North America | 461 | 68 | 59 | 578 | 236 | 5 | 2 | 6 | 80% | ||
FLIR | 389 | 31 | 0 | 353 | 595 | 0 | 0 | 7 | N/A | ||
Lorex | 6,632 | 12,094 | 418 | 248 | 90% | ||||||
Empower | 3 | 0 | 0 | 5 | 0 | 0 | 0 | 1 | N/A | ||
TOTAL | 7,568 | 12,925 | 420 | 262 | 85% |
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 |