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Revision as of 18:21, 11 March 2019
Contents
Summary
Click here to Expand Summary
Inbound Calls
Outbound Calls
Abandoned Calls
Voicemail Cases
Created Cases
Closed Cases
Escalated Cases
RMA Created
RMA Completed
CSAT Average
QA Average
Week 1: March 3 to 9
| 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 | 518 | 80 | 4:25 | 8 | 67 | 567 | 151 | 24 | 0 | 21 | 93% | N/A |
| Dealer Queue | 0:21 | 3 | 0 | 0 | 0 | 0 | 0 | 0 | N/A | N/A | ||
| FLIR | 335 | 33 | 2:46 | 9 | 0 | 306 | 473 | 0 | 0 | 6 | N/A | N/A |
| Lorex | 6,574 | 10,527 | 348 | 203 | 90% | N/A | ||||||
| LeChange | 8:11 | 0 | 0 | N/A | N/A | |||||||
| Empower | 1 | 0 | 0:08 | 0 | 0 | 2 | 0 | 0 | 0 | 0 | N/A | N/A |
| TOTAL | N/A |
Salesforce Backend Changes
- CSAT for FLIR Record Type not saving results-Reported to HQ/IT
- Close Case Status fixed for DNA, Lorex, Empower, FLIR last week
- QA Process in Salesforce still pending
- Added Dealer Queue to Weekly Snapshot, added workflow to check dealer box for reporting
- uJet integration still not working
- Avaya integration still pending
Week 2: March 10 to 16
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | |||||||||||
| FLIR | |||||||||||
| Lorex | |||||||||||
| Empower | |||||||||||
| TOTAL |
Week 3: March 17 to 23
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | |||||||||||
| FLIR | |||||||||||
| Lorex | |||||||||||
| Empower | |||||||||||
| TOTAL |
Week 4: March 24 to 30
| Type | Inbound Calls | Outbound Calls | Abandoned | Voicemails | Cases Created | Cases Closed | Escalated Cases | RMA Created | RMA Completed | CSAT Average | QA Average |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Dahua North America | |||||||||||
| FLIR | |||||||||||
| Lorex | |||||||||||
| Empower | |||||||||||
| TOTAL |
