:Process/Reporting March
Week 1: March 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 | 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
- CSAT for FLIR Record Type not saving results-Reported to HQ/IT
- Close Case Status fixed for DNA, Lorex, Empower, FLIR last week
- QA Process in Salesforce still pending
- Added Dealer Queue to Weekly Snapshot, added workflow to check dealer box for reporting
- uJet integration still not working
- Avaya integration still pending
- Added, "Empower Device" to Case View
- Cleared DNA VM Inbox-3.12.2019
- DNA RMA case Workflow modified to Check "RMA Case" for all record types, and all RMA reasons-Should improve reporting on this
- LX-NOT RMA Workflow created for Lorex Record type, to remove checkbox for "RMA Case"
- LX-Waiting on Team Workflow created for Lorex Record type, IF=waiting on MKH, THEN=Check Escalated
- 3-11-2019-Mitel Softphone Updated Resulting in Convergys Team being unable to take calls for a few hours in the AM
- Added additional fields for Report Type: Cases, Surveys, and Survey Responses
Week 2: March 10 to 16
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
- Added, "Call Duration in Minutes" Field Formula to Activity
- DNA-Pending RMA Approval Workflow added when Status=Pending RMA Approval, then RMA Status=RMA Request
- Modified DNA-Pending RMA Approval Workflow -was flagging cases incorrectly, tested and verified behavior is correct now.
Week 3: March 17 to 23
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 | ||||||||||||
Dealer Queue | ||||||||||||
FLIR | ||||||||||||
Lorex | ||||||||||||
LeChange | ||||||||||||
Empower | ||||||||||||
TOTAL |
Salesforce Backend Changelog
- "Pre-Sales" Case field visible for Lorex Agents
- (877) 606-1590 Number ported already, attempting to recover call center functionality
- (877) 606-1590 Main Dahua Number forwarded to (866) 302-6735 Dealer Line due to premature porting of number to new carrier
- Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day1"
- Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day2"
- Corrected phone number in email template, "LTS - Hold-Waiting On Customer HTML-Day4"
- Modified Diego Sierra Account to "dnafrenchagent@gmail.com"
- Installed the first part of the Avaya Salesforce integration
- Modified Email Alert, "LX-Close Case, No Response Email" to default use "Support@LorexTechnology.com"
- Modified Email Alert, "LX-CX Hold 1 Days Left" to default use "Support@LorexTechnology.com"
- Modified Email Alert, "LX-CX Hold 2 Days Left" to default use "Support@LorexTechnology.com"
- Modified Email Alert, "LX-CX Hold 5 Days Left" to default use "Support@LorexTechnology.com"
- Modified, "Product Cases" Report Type to "With or Without Product"
- Modified, "DNA-New Case Email" Email Alert to default use Support.USA@DahuaTech
- Created Password Reset Form for testing-https://dahuawiki.com/Password_Reset_Webform -DELETED
- Improved "Look & Feel" of Web-to-Case form
- Modified Case Validation Rule, "LX_Product_Required_to_Escalate" to include Pre-Sales and FLIR Devices
- Created Workflow Rule, "LX-Case Type TS" IF=Assigned to Tech Queue, THEN=LC Case Type=Tech Support
- Created Workflow Rule, "LX-Case Type CS" IF=Assigned to CS Queue, THEN=LC Case Type=CS
- Created Workflow Rule, "LX-Case Type Sales" IF=Assigned to Sales Queue, THEN=LC Case Type=Sales
- Modified Case Field, "Flag for Review" now editable by LX and DNA Team
- Added field, "RMA Device?" to customer object, "Product"
- Added case field, "Assisted By"
- Added additional TLs to Case Field, "Assisted By"
- Added, "Wesco" to Where Purchased List
- Established standing weekly Lorex Review Meeting w/Sheldon
Week 4: March 24 to 30
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 | ||||||||||||
Dealer Queue | ||||||||||||
FLIR | ||||||||||||
Lorex | ||||||||||||
LeChange | ||||||||||||
Empower | ||||||||||||
TOTAL |