Difference between revisions of ":DNA BiWeekly Meeting3"

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=Dahua North America Tech Support Meeting Information=
 
=Dahua North America Tech Support Meeting Information=
−
November 18, 2017 to December 1, 2017
+
==November 18, 2017 to December 1, 2017==
  
−
Week 1: November 18, 2017 to November 22, 2017
+
Week 1: November 20, 2017 to November 24, 2017
  
 
Week 2: November 27, 2017 to December 1, 2017
 
Week 2: November 27, 2017 to December 1, 2017
Line 18: Line 18:
  
 
==Topics==
 
==Topics==
−
*Holiday Party Announced
+
*Holiday Party next week!
−
*SSL (HTTPS) added to LearnDahua.com-Site is, "Secure"
+
*Dealer Specific Queue. Currently troubleshooting routing issue.
−
*Shoretel Integration added to Desk.com
+
*Conference and IM Feature Added to Shoretel
−
*Shoretel Integration added to Salesforce
+
*Reporting: Call Volume vs. Availability
−
*Inbound Emails tested, and working on Salesforce Production Server
+
===Salesforce===
−
*Dealer Specific Queue created in Salesforce sandbox, pending deployment on Production server
+
*Main Queue Setup, Email routing working, Web2Case working
−
*New Shoretel Call Center cut over date-November 22, 2017 @ 7:00AM PST
+
*Dealer Queue Setup, Email routing working, Web2Case working
−
*Outlook Shared Calendar
+
*Voicemail Queue Setup, Email routing working
−
*Phone Issue: Status Not Updating in Shoretel/Mitel Softphone Client -Ticket open with Shoretel, will keep you guys updated.
+
*Alpha Queue Setup, Email routing working
−
*Conference Feature Added to Shoretel
+
 
 +
====Next Week:====
 +
*Formal testing, and training
 +
*Salesforce hard cut-over date: 12.18.2017
 +
 
 +
===Shoretel / Mitel===
 +
*Bug hunt continues!
 +
*Physical phones shipped to Irvine, pending arrival, testing, and assessment of who need a physical phone.  
 +
*Headsets? Does everyone have one?
  
 
==Feature of the Week==
 
==Feature of the Week==
 
Related Article:  
 
Related Article:  
 +
*[[NVR/Basic_Setup/Add_Dahua_IP_Camera|Add Dahua IP Camera to NVR]]
 +
*[[NVR/Basic_Setup/Smart_Add|Smart Add]]
 +
*[[NVR/Basic_Setup/Add_3rd_Party_IP_Camera|Add 3rd Party IP Camera to NVR]]
 +
*[[3rdParty/How_To_Add_A_Hikvision_Camera_to_A_Dahua_NVR|How To Add A Hikvision Camera to A Dahua NVR]]
 +
*[[3rdParty/How_To_Add_An_Axis_Camera_to_A_Dahua_NVR|How To Add An Axis Camera to A Dahua NVR]]
  
−
Feature:  
+
Feature: How to Add IP Cameras to Dahua Recorders
−
 
 
−
Description:
 
  
 
==Firmware==
 
==Firmware==
Line 41: Line 52:
  
 
==Inbound Call Volume==
 
==Inbound Call Volume==
−
===November 18, 2017 to November 22, 2017===
+
===November 20, 2017 to November 24, 2017===
 
====Desk.com====
 
====Desk.com====
 
{| class="wikitable"
 
{| class="wikitable"
 
|+Created and Resolved Cases
 
|+Created and Resolved Cases
 
|-
 
|-
−
|+Nov 18-22
+
|+Nov 20-24
 
|-
 
|-
 
|Day of Week
 
|Day of Week
Line 53: Line 64:
 
|-
 
|-
 
|Monday
 
|Monday
−
|
+
|45
−
|
+
|58
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|
+
|64
−
|
+
|52
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|
+
|48
−
|
+
|53
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|
+
|3
−
|
+
|0
 
|-
 
|-
 
|Friday
 
|Friday
−
|
+
|3
−
|
+
|2
 
|-
 
|-
 
|Total
 
|Total
−
|
+
|163
−
|
+
|165
 
|}
 
|}
 
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled  
 
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled  
 
  angle=90 plots legend>
 
  angle=90 plots legend>
 
,Created Cases,Resolved Cases
 
,Created Cases,Resolved Cases
−
Monday,50,46
+
Monday,45,58
−
Tuesday,60,61
+
Tuesday,64,52
−
Wednesday,56,53
+
Wednesday,48,53
−
Thursday,42,36
+
Thursday,3,0
−
Friday,8,9
+
Friday,3,2
 
</pLines>
 
</pLines>
  
Line 90: Line 101:
 
|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590
 
|-
 
|-
−
|+Nov 18-22
+
|+Nov 20-24
 
|-
 
|-
 
|Total
 
|Total
−
|
+
|200
 
|100%
 
|100%
 
|-
 
|-
 
|Answered
 
|Answered
−
|
+
|117
−
|54%
+
|58.5%
 
|-
 
|-
 
|Unanswered
 
|Unanswered
−
|
+
|83
−
|56%
+
|41.5%
 
|}
 
|}
  
 
{{#pPie: exploded|3d|data=
 
{{#pPie: exploded|3d|data=
−
Answered,156
+
Answered,117
−
Unanswered,133
+
Unanswered,83
 
}}
 
}}
  
Line 122: Line 133:
 
|-
 
|-
 
|Monday
 
|Monday
−
|Nov 6, 2017
+
|Nov 20, 2017
−
|48
+
|37
−
|27
+
|30
−
|21
+
|7
−
|56.25%
+
|81%
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|Nov 7, 2017
+
|Nov 21, 2017
−
|78
+
|81
−
|51
+
|38
−
|27
+
|43
−
|65.38%
+
|46.9%
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|Nov 8, 2017
+
|Nov 22, 2017
−
|81
+
|77
−
|37
+
|48
−
|44
+
|29
−
|45.67%
+
|62.33%
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|Nov 9, 2017
+
|Nov 23, 2017
−
|56
+
|3
−
|36
+
|0
−
|20
+
|3
−
|36.2%
+
|0%
 
|-
 
|-
 
|Friday
 
|Friday
−
|Nov 10, 2017
+
|Nov 24, 2017
−
|18
+
|2
 
|0
 
|0
−
|18
+
|2
 
|0%
 
|0%
 
|-
 
|-
 
|Total
 
|Total
 
|Week 1
 
|Week 1
−
|281
+
|200
−
|151
+
|116
−
|130
+
|84
−
|53.73%
+
|58%
 
|}
 
|}
  
Line 168: Line 179:
 
  angle=90 plots legend>
 
  angle=90 plots legend>
 
,Total,Answered,Unanswered
 
,Total,Answered,Unanswered
−
Monday,48,27,21
+
Monday,37,30,7
−
Tuesday,78,51,27
+
Tuesday,81,38,43
−
Wednesday,81,37,44
+
Wednesday,77,48,29
−
Thursday,56,36,20
+
Thursday,3,0,3
−
Friday,18,0,18
+
Friday,2,0,2
 
</pLines>
 
</pLines>
  
Line 178: Line 189:
  
 
{| class="wikitable sortable"
 
{| class="wikitable sortable"
−
|+Nov 6, 2017 to Nov 10, 2017
+
|+Nov 20, 2017 to Nov 24, 2017
 
!|Agent
 
!|Agent
 
!|Resolved Case
 
!|Resolved Case
Line 184: Line 195:
 
|-
 
|-
 
|Barry Rossen
 
|Barry Rossen
−
|12
+
|8
 
|0.3
 
|0.3
 
|-
 
|-
 
|Denis Boulet
 
|Denis Boulet
−
|1
+
|3
−
|0.025
+
|0.125
 
|-
 
|-
 
|Collin Bromfield
 
|Collin Bromfield
−
|0
+
|7
−
|0
+
|0.291
 
|-
 
|-
 
|Rodney Carrigan
 
|Rodney Carrigan
−
|6
+
|14
−
|0.4
+
|1.55
−
|-
 
−
|Nathan Grefe
 
−
|6
 
−
|0.6
 
 
|-
 
|-
 
|Peter Hall
 
|Peter Hall
−
|47
+
|4
−
|1.175
+
|0.166
 
|-
 
|-
 
|Dylan Lee
 
|Dylan Lee
−
|24
+
|27
−
|0.6
+
|1.125
 
|-
 
|-
 
|Mark Navarro
 
|Mark Navarro
−
|27
+
|16
−
|0.675
+
|0.66
 
|-
 
|-
 
|Gordon Waughan
 
|Gordon Waughan
−
|40
+
|25
−
|0.775
+
|1.041
 
|-
 
|-
 
|Frank Wilkins
 
|Frank Wilkins
−
|13
+
|22
−
|0.325
+
|0.916
 
|-
 
|-
 
|William Valencia
 
|William Valencia
−
|30
+
|21
−
|0.675
+
|0.875
 
|-
 
|-
 
|Michael Yacono
 
|Michael Yacono
−
|3
+
|7
−
|0.075
+
|0.291
 
|-
 
|-
 
|}
 
|}
  
−
===November 13, 2017 - November 17, 2017===
+
===November 27, 2017 - December 1, 2017===
 
====Desk.com====
 
====Desk.com====
 
{| class="wikitable"
 
{| class="wikitable"
 
|+Created and Resolved Cases
 
|+Created and Resolved Cases
 
|-
 
|-
−
|+Nov 6-10
+
|+Nov 27-Dec 1
 
|-
 
|-
 
|Day of Week
 
|Day of Week
Line 245: Line 252:
 
|-
 
|-
 
|Monday
 
|Monday
−
|91
+
|65
−
|67
+
|66
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|53
+
|70
−
|56
+
|69
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|65
+
|68
−
|57
+
|67
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|82
+
|57
−
|64
+
|50
 
|-
 
|-
 
|Friday
 
|Friday
−
|47
+
|66
−
|51
+
|64
 
|-
 
|-
 
|Total
 
|Total
−
|338
+
|326
−
|295
+
|316
 
|}
 
|}
 
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled  
 
<pLines ymin=0 ymax=100 axiscolor=888888 cubic filled  
Line 282: Line 289:
 
|+Inbound Calls-866.606.1590
 
|+Inbound Calls-866.606.1590
 
|-
 
|-
−
|+Nov 13-17
+
|+Nov 27-Dec 1
 
|-
 
|-
 
|Total
 
|Total
−
|389
+
|340
 
|100%
 
|100%
 
|-
 
|-
 
|Answered
 
|Answered
−
|216
+
|272
−
|55.5%
+
|80%
 
|-
 
|-
 
|Unanswered
 
|Unanswered
−
|173
+
|68
−
|44.4%
+
|20%
 
|}
 
|}
  
 
{{#pPie: exploded|3d|data=
 
{{#pPie: exploded|3d|data=
−
Answered,216
+
Answered,272
−
Unanswered,173
+
Unanswered,68
 
}}
 
}}
  
Line 314: Line 321:
 
|-
 
|-
 
|Monday
 
|Monday
−
|Nov 13, 2017
+
|Nov 27, 2017
−
|90
+
|62
−
|58
+
|49
−
|32
+
|13
−
|64.44%
+
|79.03%
 
|-
 
|-
 
|Tuesday
 
|Tuesday
−
|Nov 14, 2017
+
|Nov 28, 2017
−
|77
+
|70
−
|49
+
|62
−
|28
+
|8
−
|63.63%
+
|88.57%
 
|-
 
|-
 
|Wednesday
 
|Wednesday
−
|Nov 15, 2017
+
|Nov 29, 2017
−
|88
+
|68
−
|47
+
|54
−
|41
+
|14
−
|53.4%
+
|79.41%
 
|-
 
|-
 
|Thursday
 
|Thursday
−
|Nov 16, 2017
+
|Nov 30, 2017
−
|89
+
|57
−
|37
+
|47
−
|52
+
|10
−
|41.57%
+
|82.45%
 
|-
 
|-
 
|Friday
 
|Friday
−
|Nov 17, 2017
+
|Dec 1, 2017
−
|45
+
|83
−
|25
+
|60
−
|20
+
|23
−
|55.55%
+
|72.2%
 
|-
 
|-
 
|Total
 
|Total
 
|Week 1
 
|Week 1
−
|389
+
|340
−
|216
+
|272
−
|173
+
|68
−
|55.52%
+
|80%
 
|}
 
|}
  
Line 360: Line 367:
 
  angle=90 plots legend>
 
  angle=90 plots legend>
 
,Total,Answered,Unanswered
 
,Total,Answered,Unanswered
−
Monday,90,58,32
+
Monday,62,49,13
−
Tuesday,77,49,28
+
Tuesday,70,62,8
−
Wednesday,88,47,41
+
Wednesday,68,54,14
−
Thursday,89,37,52
+
Thursday,57,47,10
−
Friday,45,25,20
+
Friday,83,60,23
 
</pLines>
 
</pLines>
  
Line 370: Line 377:
  
 
{| class="wikitable sortable"
 
{| class="wikitable sortable"
−
|+Nov 13, 2017 to Nov 17, 2017
+
|+Nov 27, 2017 to Dec 1, 2017
 
!|Agent
 
!|Agent
 
!|Resolved Case
 
!|Resolved Case
Line 376: Line 383:
 
|-
 
|-
 
|Barry Rossen
 
|Barry Rossen
−
|26
+
|22
−
|0.65
+
|0.55
 
|-
 
|-
 
|Denis Boulet
 
|Denis Boulet
−
|4
+
|2
−
|0.1
+
|0.05
 
|-
 
|-
 
|Collin Bromfield
 
|Collin Bromfield
−
|9
+
|20
−
|0.225
+
|0.5
 
|-
 
|-
 
|Rodney Carrigan
 
|Rodney Carrigan
−
|7
+
|12
−
|0.46
+
|0.8
−
|-
 
−
|Nathan Grefe
 
−
|2
 
−
|0.2
 
 
|-
 
|-
 
|Peter Hall
 
|Peter Hall
−
|35
+
|34
−
|0.87
+
|0.85
 
|-
 
|-
 
|Dylan Lee
 
|Dylan Lee
−
|47
+
|55
−
|1.175
+
|1.375
 
|-
 
|-
 
|Mark Navarro
 
|Mark Navarro
−
|50
+
|41
−
|1.25
+
|1.025
 
|-
 
|-
 
|Gordon Waughan
 
|Gordon Waughan
−
|40
+
|33
−
|1
+
|0.825
 
|-
 
|-
 
|Frank Wilkins
 
|Frank Wilkins
−
|34
+
|21
−
|0.75
+
|0.525
 
|-
 
|-
 
|William Valencia
 
|William Valencia
−
|30
+
|39
−
|0.75
+
|0.975
 
|-
 
|-
 
|Michael Yacono
 
|Michael Yacono
−
|5
+
|7
−
|0.125
+
|0.175
 
|-
 
|-
 
|}
 
|}

Latest revision as of 18:28, 6 December 2017

Dahua North America Tech Support Meeting Information

November 18, 2017 to December 1, 2017

Week 1: November 20, 2017 to November 24, 2017

Week 2: November 27, 2017 to December 1, 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: December 6, 2017 @ 11:00AM-12:00PM PST

Topics

  • Holiday Party next week!
  • Dealer Specific Queue. Currently troubleshooting routing issue.
  • Conference and IM Feature Added to Shoretel
  • Reporting: Call Volume vs. Availability

Salesforce

  • Main Queue Setup, Email routing working, Web2Case working
  • Dealer Queue Setup, Email routing working, Web2Case working
  • Voicemail Queue Setup, Email routing working
  • Alpha Queue Setup, Email routing working

Next Week:

  • Formal testing, and training
  • Salesforce hard cut-over date: 12.18.2017

Shoretel / Mitel

  • Bug hunt continues!
  • Physical phones shipped to Irvine, pending arrival, testing, and assessment of who need a physical phone.
  • Headsets? Does everyone have one?

Feature of the Week

Related Article:

Feature: How to Add IP Cameras to Dahua Recorders

Firmware

News and Info about Firmware


Inbound Call Volume

November 20, 2017 to November 24, 2017

Desk.com

Created and Resolved Cases Nov 20-24
Day of Week Created Cases Resolved Cases
Monday 45 58
Tuesday 64 52
Wednesday 48 53
Thursday 3 0
Friday 3 2
Total 163 165

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 20-24
Total 200 100%
Answered 117 58.5%
Unanswered 83 41.5%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 20, 2017 37 30 7 81%
Tuesday Nov 21, 2017 81 38 43 46.9%
Wednesday Nov 22, 2017 77 48 29 62.33%
Thursday Nov 23, 2017 3 0 3 0%
Friday Nov 24, 2017 2 0 2 0%
Total Week 1 200 116 84 58%


pChart

Agent Weekly Breakdown

Nov 20, 2017 to Nov 24, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 8 0.3
Denis Boulet 3 0.125
Collin Bromfield 7 0.291
Rodney Carrigan 14 1.55
Peter Hall 4 0.166
Dylan Lee 27 1.125
Mark Navarro 16 0.66
Gordon Waughan 25 1.041
Frank Wilkins 22 0.916
William Valencia 21 0.875
Michael Yacono 7 0.291

November 27, 2017 - December 1, 2017

Desk.com

Created and Resolved Cases Nov 27-Dec 1
Day of Week Created Cases Resolved Cases
Monday 65 66
Tuesday 70 69
Wednesday 68 67
Thursday 57 50
Friday 66 64
Total 326 316

pChart

Shoretel / Mitel

Inbound Calls-866.606.1590 Nov 27-Dec 1
Total 340 100%
Answered 272 80%
Unanswered 68 20%

pChart

Weekly Breakdown

Inbound Calls-866.606.1590
Day of Week Date Total Answered Unanswered Percent Answered
Monday Nov 27, 2017 62 49 13 79.03%
Tuesday Nov 28, 2017 70 62 8 88.57%
Wednesday Nov 29, 2017 68 54 14 79.41%
Thursday Nov 30, 2017 57 47 10 82.45%
Friday Dec 1, 2017 83 60 23 72.2%
Total Week 1 340 272 68 80%


pChart

Agent Weekly Breakdown

Nov 27, 2017 to Dec 1, 2017
Agent Resolved Case Cases Per Hour
Barry Rossen 22 0.55
Denis Boulet 2 0.05
Collin Bromfield 20 0.5
Rodney Carrigan 12 0.8
Peter Hall 34 0.85
Dylan Lee 55 1.375
Mark Navarro 41 1.025
Gordon Waughan 33 0.825
Frank Wilkins 21 0.525
William Valencia 39 0.975
Michael Yacono 7 0.175

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

  • N/A

Internal

New Hires

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