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	0		N/A	N/A
FLIR	334	31	1:51	6	0	332	366	0	0			N/A
Lorex	7579	658				7498	6590	9	950	489		N/A
LeChange	19	13	7:16	7		1	0	0	0			N/A
Empower	2	1	5:22	1		4	0	0	0			N/A
TOTAL												N/A

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	0		N/A	N/A
FLIR	448	37	0:52	3	0	309	316	0	0			N/A
Lorex	7063	661				7100	6300	2	835	397		N/A
LeChange	17	9	3:29	6		0	0	0	0			N/A
Empower	3	1	0:12	0	0	1	0	0	0			N/A
TOTAL												N/A

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	0		N/A	N/A
FLIR	391	17	3:56	6	0	388	320	0	0			N/A
Lorex	7292	773		-	-	7117	6292	3	837	405		N/A
LeChange	11	6	12:57	2		3	0	0	1			N/A
Empower	4	1	3:59	1		4	0	0	0			N/A
TOTAL												N/A

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	0		N/A	N/A
FLIR	585	60	0:23	26	0	353	510	0	0	7	N/A	N/A
Lorex	6986	825	1:14	752	N/A	6632	12094	4	779	248	90%	N/A
LeChange	20	0	1:16	4		2		0	0			N/A
Empower	14	0	0:10	3	0	5	0	0	0	1	N/A	N/A
TOTAL												N/A