Difference between revisions of ":Process/Reporting 2019 Summary"

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=2019 Summary=
 
=2019 Summary=
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__NOTOC__
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===Q1 Total===
 +
{| class="wikitable"
 +
!|Type
 +
!|Inbound Calls
 +
!|Outbound Calls
 +
!|Abandoned
 +
!|Voicemails
 +
!|Cases Created
 +
!|Cases Closed
 +
!|Escalated Cases (Tier 2)
 +
!|Escalated Cases (Tier 3)
 +
!|RMA Created
 +
!|RMA Completed
 +
|-
 +
!|Dahua North America
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
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|-
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!|FLIR
 +
|
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|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|-
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!|Lorex
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
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|-
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!|Empower
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
 +
|
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|-
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!|ADT
 +
|
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|
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|
 +
|
 +
|
 +
|
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|
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|
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|
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|-
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!|TOTAL
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|
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|
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|
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|
 +
|
 +
|
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|
 +
|
 +
|
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|
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|}
 +
====Top 10-Problem Type Template====
 +
{| id="resource_PTmonth" class="wikitable"
 +
|-
 +
!|Problem Type
 +
!|Number of Cases Created
 +
|-
 +
||1. Camera Troubleshoot
 +
||
 +
|-
 +
||2. Remote Access (P2P)
 +
||
 +
|-
 +
||3. General Info
 +
||
 +
|-
 +
||4. Password Reset
 +
||
 +
|-
 +
||5. Presales Technical
 +
||
 +
|-
 +
||6. Non-Auth
 +
||
 +
|-
 +
||7. SmartPSS
 +
||
 +
|-
 +
||8.Display Monitor
 +
||
 +
|-
 +
||9. Mobile Access, Remote Access P2P
 +
||
 +
|-
 +
||10. Playback
 +
||
 +
|-
 +
!|TOTAL
 +
||
 +
|}
 +
 +
==Summary==
 +
 +
===Inbound Calls===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Inbound Calls
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=10000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
January,
 +
February,
 +
March,
 +
April,
 +
</pLines>
 +
|}
 +
 +
===Outbound Calls===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Outbound Calls
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===Abandoned Calls===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Abandoned Calls
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===Voicemail Cases===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Voicemail Cases
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===Created Cases===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Created Cases
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===Closed Cases===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Closed Cases
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===Escalated Cases===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Escalated Cases
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===RMA Created===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Inbound Calls
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===RMA Completed===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|RMA Completed
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===CSAT Average===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Inbound Calls
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}
 +
 +
===QA Average===
 +
{| class="wikitable"
 +
|-
 +
!|Type
 +
!|Inbound Calls
 +
|-
 +
!|Dahua North America
 +
|
 +
|-
 +
!|Dealer Queue
 +
|
 +
|-
 +
!|FLIR
 +
|
 +
|-
 +
!|Lorex
 +
|
 +
|-
 +
!|LeChange
 +
|
 +
|-
 +
!|Empower
 +
|
 +
|-
 +
!|TOTAL
 +
|
 +
|-
 +
!colspan="2"|
 +
<pLines ymin=0 ymax=1000 axiscolor=888888 cubic filled
 +
angle=90 plots legend>
 +
,DNA,FLIR,Lorex
 +
Week 1,
 +
Week 2,
 +
Week 3,
 +
Week 4,
 +
</pLines>
 +
|}

Latest revision as of 15:46, 12 March 2019

2019 Summary

Q1 Total

Type Inbound Calls Outbound Calls Abandoned Voicemails Cases Created Cases Closed Escalated Cases (Tier 2) Escalated Cases (Tier 3) RMA Created RMA Completed
Dahua North America
FLIR
Lorex
Empower
ADT
TOTAL

Top 10-Problem Type Template

Problem Type Number of Cases Created
1. Camera Troubleshoot
2. Remote Access (P2P)
3. General Info
4. Password Reset
5. Presales Technical
6. Non-Auth
7. SmartPSS
8.Display Monitor
9. Mobile Access, Remote Access P2P
10. Playback
TOTAL

Summary

Inbound Calls

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Outbound Calls

Type Outbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Abandoned Calls

Type Abandoned Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Voicemail Cases

Type Voicemail Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Created Cases

Type Created Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Closed Cases

Type Closed Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

Escalated Cases

Type Escalated Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

RMA Created

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

RMA Completed

Type RMA Completed
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

CSAT Average

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

QA Average

Type Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

pChart

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