Revision as of 19:30, 4 December 2017 (view source) JP (talk | contribs) (→‎Agent Weekly Breakdown) ← Older edit		Revision as of 19:51, 4 December 2017 (view source) JP (talk | contribs) (→‎Agent Weekly Breakdown) Newer edit →
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	|Barry Rossen		|Barry Rossen
−	|	+	|22
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	|Denis Boulet		|Denis Boulet
−	|	+	|2
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	|-		|-
	|Collin Bromfield		|Collin Bromfield
−	|	+	|20
	|		|
	|-		|-
	|Rodney Carrigan		|Rodney Carrigan
−	|	+	|12
	|		|
	|-		|-
	|Peter Hall		|Peter Hall
−	|	+	|34
	|		|
	|-		|-
	|Dylan Lee		|Dylan Lee
−	|	+	|55
	|		|
	|-		|-
	|Mark Navarro		|Mark Navarro
−	|	+	|41
	|		|
	|-		|-
	|Gordon Waughan		|Gordon Waughan
−	|	+	|33
	|		|
	|-		|-
	|Frank Wilkins		|Frank Wilkins
−	|	+	|21
	|		|
	|-		|-
	|William Valencia		|William Valencia
−	|	+	|39
	|		|
	|-		|-
	|Michael Yacono		|Michael Yacono
−	|	+	|7
	|		|
	|-		|-

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Revision as of 19:51, 4 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 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:

Description:

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

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 20-24

Total	200	100%
Answered	117	58.5%
Unanswered	83	41.5%

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%

Agent Weekly Breakdown

Nov 20, 2017 to Nov 24, 2017

Agent	Resolved Case	Cases Per Hour
Barry Rossen	8
Denis Boulet	3
Collin Bromfield	7
Rodney Carrigan	14
Peter Hall	4
Dylan Lee	27
Mark Navarro	16
Gordon Waughan	25
Frank Wilkins	22
William Valencia	21
Michael Yacono	7

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

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 27-Dec 1

Total	340	100%
Answered	272	80%
Unanswered	68	20%

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%

Agent Weekly Breakdown

Nov 27, 2017 to Dec 1, 2017

Agent	Resolved Case	Cases Per Hour
Barry Rossen	22
Denis Boulet	2
Collin Bromfield	20
Rodney Carrigan	12
Peter Hall	34
Dylan Lee	55
Mark Navarro	41
Gordon Waughan	33
Frank Wilkins	21
William Valencia	39
Michael Yacono	7

Developer Corner

New on the Wiki

New on LearnDahua

Sales Training

External

• N/A

Internal

New Hires