:Process/Reporting April

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

• ...

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

• ...

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
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Salesforce Backend Changelog

• ...

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
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Salesforce Backend Changelog

• ...