Difference between revisions of ":DNA BiWeekly Meeting2"

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(→‎Call In-Bridge Info)
 
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Line 6: Line 6:
 
Participant URL: https://join.shoretel.com/conference/10435773922
 
Participant URL: https://join.shoretel.com/conference/10435773922
  
−
Local dial in: +19179427142
+
Dial-in Info: +19179427142
  
 
Additional Calling Info: Canada Dial in +1 (647) 558-3006
 
Additional Calling Info: Canada Dial in +1 (647) 558-3006
Line 17: Line 17:
 
*SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
 
*SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
 
*Shoretel Integration added to Desk.com
 
*Shoretel Integration added to Desk.com
 +
*Shoretel Integration added to Salesforce
 +
*Inbound Emails tested, and working on Salesforce Production Server
 +
*Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
 +
*New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
 +
*Outlook Shared Calendar
 +
*Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.
 +
*Conference Feature Added to Shoretel
  
 
==Feature of the Week==
 
==Feature of the Week==
Line 101: Line 108:
 
}}
 
}}
  
−
=====Weekly Breakdown=====
+
====Weekly Breakdown====
 
{| class="wikitable"
 
{| class="wikitable"
 
|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590
Line 168: Line 175:
 
====Agent Weekly Breakdown====
 
====Agent Weekly Breakdown====
  
−
{| class="wikitable"
+
{| class="wikitable sortable"
−
|+Oct 31, 2017 to Nov 3, 2017
+
|+Nov 6, 2017 to Nov 10, 2017
 
!|Agent
 
!|Agent
−
!|Total Calls
+
!|Resolved Case
−
!|Answered Calls
+
!|Cases Per Hour
−
!|Abandoned Calls
 
−
!|Resolved Cases
 
−
|-
 
−
|Jack Bao
 
−
|
 
−
|
 
−
|
 
−
|
 
 
|-
 
|-
 
|Barry Rossen
 
|Barry Rossen
−
|
+
|12
−
|
+
|0.3
−
|
 
−
|
 
 
|-
 
|-
 
|Denis Boulet
 
|Denis Boulet
−
|
+
|1
−
|
+
|0.025
−
|
 
−
|
 
 
|-
 
|-
 
|Collin Bromfield
 
|Collin Bromfield
−
|
+
|0
−
|
+
|0
−
|
 
−
|
 
 
|-
 
|-
 
|Rodney Carrigan
 
|Rodney Carrigan
−
|
+
|6
−
|
+
|0.4
−
|
 
−
|
 
 
|-
 
|-
 
|Nathan Grefe
 
|Nathan Grefe
−
|
+
|6
−
|
+
|0.6
−
|
 
−
|
 
 
|-
 
|-
 
|Peter Hall
 
|Peter Hall
−
|
+
|47
−
|
+
|1.175
−
|
 
−
|
 
 
|-
 
|-
 
|Dylan Lee
 
|Dylan Lee
−
|
+
|24
−
|
+
|0.6
−
|
 
−
|
 
 
|-
 
|-
 
|Mark Navarro
 
|Mark Navarro
−
|
+
|27
−
|
+
|0.675
−
|
 
−
|
 
 
|-
 
|-
 
|Gordon Waughan
 
|Gordon Waughan
−
|
+
|40
−
|
+
|0.775
−
|
 
−
|
 
 
|-
 
|-
 
|Frank Wilkins
 
|Frank Wilkins
−
|
+
|13
−
|
+
|0.325
−
|
 
−
|
 
 
|-
 
|-
 
|William Valencia
 
|William Valencia
−
|
+
|30
−
|
+
|0.675
−
|
 
−
|
 
 
|-
 
|-
 
|Michael Yacono
 
|Michael Yacono
−
|
+
|3
−
|
+
|0.075
−
|
 
−
|
 
 
|-
 
|-
 
|}
 
|}
−
====Lunch Schedule====
+
 
 +
===November 13, 2017 - November 17, 2017===
 +
====Desk.com====
 
{| class="wikitable"
 
{| class="wikitable"
−
!|Hour
+
|+Created and Resolved Cases
−
!|Group 1
+
|-
−
!|Group 2
+
|+Nov 6-10
−
!|Group 3
+
|-
−
!|Total
+
|Day of Week
 +
|Created Cases
 +
|Resolved Cases
 +
|-
 +
|Monday
 +
|91
 +
|67
 +
|-
 +
|Tuesday
 +
|53
 +
|56
 +
|-
 +
|Wednesday
 +
|65
 +
|57
 +
|-
 +
|Thursday
 +
|82
 +
|64
 +
|-
 +
|Friday
 +
|47
 +
|51
 
|-
 
|-
−
|6:00AM-7:00AM
+
|Total
−
|
+
|338
−
|
+
|295
−
|
+
|}
−
|
+
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,Created Cases,Resolved Cases
 +
Monday,91,67
 +
Tuesday,53,56
 +
Wednesday,65,57
 +
Thursday,82,64
 +
Friday,47,51
 +
</pLines>
 +
 
 +
====Shoretel / Mitel====
 +
{| class="wikitable"
 +
|+Inbound Calls-866.606.1590
 
|-
 
|-
−
|7:00AM-8:00AM
+
|+Nov 13-17
−
|
 
−
|
 
−
|
 
−
|
 
 
|-
 
|-
−
|8:00AM-9:00AM
+
|Total
−
|
+
|389
−
|
+
|100%
−
|
 
−
|
 
 
|-
 
|-
−
|9:00AM-10:00AM
+
|Answered
−
|
+
|216
−
|
+
|55.5%
−
|
 
−
|
 
 
|-
 
|-
−
|10:00AM-11:00AM
+
|Unanswered
−
|
+
|173
−
|
+
|44.4%
−
|
+
|}
−
|
+
 
 +
{{#pPie: exploded|3d|data=
 +
Answered,216
 +
Unanswered,173
 +
}}
 +
 
 +
====Weekly Breakdown====
 +
{| class="wikitable"
 +
|+Inbound Calls-866.606.1590
 
|-
 
|-
−
|11:00AM-12:00PM
+
!|Day of Week
−
|
+
!|Date
−
|
+
!|Total
−
|
+
!|Answered
−
|
+
!|Unanswered
 +
!|Percent Answered
 
|-
 
|-
−
|12:00PM-1:00PM
+
|Monday
−
|
+
|Nov 13, 2017
−
|
+
|90
−
|
+
|58
−
|
+
|32
 +
|64.44%
 
|-
 
|-
−
|1:00PM-2:00PM
+
|Tuesday
−
|
+
|Nov 14, 2017
−
|
+
|77
−
|
+
|49
−
|
+
|28
 +
|63.63%
 
|-
 
|-
−
|2:00PM-3:00PM
+
|Wednesday
−
|
+
|Nov 15, 2017
−
|
+
|88
−
|
+
|47
−
|
+
|41
 +
|53.4%
 
|-
 
|-
−
|3:00PM-4:00PM
+
|Thursday
−
|
+
|Nov 16, 2017
−
|
+
|89
−
|
+
|37
−
|
+
|52
 +
|41.57%
 
|-
 
|-
−
|4:00PM-5:00PM
+
|Friday
−
|
+
|Nov 17, 2017
−
|
+
|45
−
|
+
|25
−
|
+
|20
 +
|55.55%
 
|-
 
|-
 +
|Total
 +
|Week 1
 +
|389
 +
|216
 +
|173
 +
|55.52%
 
|}
 
|}
  
  
−
<pLines ymin=0 ymax=10 axiscolor=888888 cubic filled  
+
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
−
,Group 1,Group 2,Group 3
+
,Total,Answered,Unanswered
−
6:00AM-7:00AM,2,2,1,5
+
Monday,90,58,32
−
7:00AM-8:00AM,2,2,1,5
+
Tuesday,77,49,28
−
8:00AM-9:00AM,2,2,2,6
+
Wednesday,88,47,41
−
9:00AM-10:00AM,4,2,2,8
+
Thursday,89,37,52
−
10:00AM-11:00AM,4,3,2,9
+
Friday,45,25,20
−
11:00AM-12:00PM,2,3,2,7
 
−
12:00PM-1:00PM,3,2,2,7
 
−
1:00PM-2:00PM,2,4,2,8
 
−
2:00PM-3:00PM,3,3,1,7
 
−
3:00PM-4:00PM,2,2,1,5
 
−
4:00PM-5:00PM,1,2,0,3
 
 
</pLines>
 
</pLines>
 +
 +
====Agent Weekly Breakdown====
 +
 +
{| class="wikitable sortable"
 +
|+Nov 13, 2017 to Nov 17, 2017
 +
!|Agent
 +
!|Resolved Case
 +
!|Cases Per Hour
 +
|-
 +
|Barry Rossen
 +
|26
 +
|0.65
 +
|-
 +
|Denis Boulet
 +
|4
 +
|0.1
 +
|-
 +
|Collin Bromfield
 +
|9
 +
|0.225
 +
|-
 +
|Rodney Carrigan
 +
|7
 +
|0.46
 +
|-
 +
|Nathan Grefe
 +
|2
 +
|0.2
 +
|-
 +
|Peter Hall
 +
|35
 +
|0.87
 +
|-
 +
|Dylan Lee
 +
|47
 +
|1.175
 +
|-
 +
|Mark Navarro
 +
|50
 +
|1.25
 +
|-
 +
|Gordon Waughan
 +
|40
 +
|1
 +
|-
 +
|Frank Wilkins
 +
|34
 +
|0.75
 +
|-
 +
|William Valencia
 +
|30
 +
|0.75
 +
|-
 +
|Michael Yacono
 +
|5
 +
|0.125
 +
|-
 +
|}
  
 
==Developer Corner==
 
==Developer Corner==
Line 359: Line 434:
 
==New Hires==
 
==New Hires==
 
*Tha Duong
 
*Tha Duong
 +
*Madeleine Woodhams

Latest revision as of 15:13, 22 November 2017

Dahua North America Tech Support Meeting Information

November 6, 2017 to November 17, 2017

Call In-Bridge Info

Participant Code: 104-357-739-22

Participant URL: https://join.shoretel.com/conference/10435773922

Dial-in Info: +19179427142

Additional Calling Info: Canada Dial in +1 (647) 558-3006

Schedule

Date: November 22, 2017 @ 11:00AM-12:00PM PST

Topics

  • Holiday Party Announced
  • SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
  • Shoretel Integration added to Desk.com
  • Shoretel Integration added to Salesforce
  • Inbound Emails tested, and working on Salesforce Production Server
  • Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
  • New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
  • Outlook Shared Calendar
  • Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.
  • Conference Feature Added to Shoretel

Feature of the Week

Related Article:

Feature: Email Notifications

Description:

Firmware

News and Info about Firmware


Inbound Call Volume

November 6, 2017 to November 17, 2017

Desk.com

Created and Resolved Cases Nov 6-10
Day of Week Created Cases Resolved Cases
Monday 50 46
Tuesday 60 61
Wednesday 56 53
Thursday 42 36
Friday 8 9
Total 216 205

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 6-10
Total 289 100%
Answered 156 54%
Unanswered 133 56%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 6, 2017 48 27 21 56.25%
Tuesday Nov 7, 2017 78 51 27 65.38%
Wednesday Nov 8, 2017 81 37 44 45.67%
Thursday Nov 9, 2017 56 36 20 36.2%
Friday Nov 10, 2017 18 0 18 0%
Total Week 1 281 151 130 53.73%


pChart

Agent Weekly Breakdown

Nov 6, 2017 to Nov 10, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 12 0.3
Denis Boulet 1 0.025
Collin Bromfield 0 0
Rodney Carrigan 6 0.4
Nathan Grefe 6 0.6
Peter Hall 47 1.175
Dylan Lee 24 0.6
Mark Navarro 27 0.675
Gordon Waughan 40 0.775
Frank Wilkins 13 0.325
William Valencia 30 0.675
Michael Yacono 3 0.075

November 13, 2017 - November 17, 2017

Desk.com

Created and Resolved Cases Nov 6-10
Day of Week Created Cases Resolved Cases
Monday 91 67
Tuesday 53 56
Wednesday 65 57
Thursday 82 64
Friday 47 51
Total 338 295

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 13-17
Total 389 100%
Answered 216 55.5%
Unanswered 173 44.4%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 13, 2017 90 58 32 64.44%
Tuesday Nov 14, 2017 77 49 28 63.63%
Wednesday Nov 15, 2017 88 47 41 53.4%
Thursday Nov 16, 2017 89 37 52 41.57%
Friday Nov 17, 2017 45 25 20 55.55%
Total Week 1 389 216 173 55.52%


pChart

Agent Weekly Breakdown

Nov 13, 2017 to Nov 17, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 26 0.65
Denis Boulet 4 0.1
Collin Bromfield 9 0.225
Rodney Carrigan 7 0.46
Nathan Grefe 2 0.2
Peter Hall 35 0.87
Dylan Lee 47 1.175
Mark Navarro 50 1.25
Gordon Waughan 40 1
Frank Wilkins 34 0.75
William Valencia 30 0.75
Michael Yacono 5 0.125

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

New Hires

  • Tha Duong
  • Madeleine Woodhams
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