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Revision as of 19:01, 11 March 2019
February 2019
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: February 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 | 537 | 80 | 102 | 479 | 424 | 46 | 16 | 18 | ||||
| Dealer Queue | ||||||||||||
| FLIR | 334 | 31 | 0 | 332 | 366 | 0 | 0 | |||||
| Lorex | 7579 | 658 | 7498 | 6590 | - | 580 | 489 | |||||
| LeChange | ||||||||||||
| Empower | 2 | 1 | ||||||||||
| TOTAL |
Week 2: February 10 to 16
| 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 | 501 | 74 | 1:32 | 97 | 545 | 387 | 32 | 16 | 20 | |||
| Dealer Queue | 10:52 | |||||||||||
| FLIR | 300 | 19 | 1:26 | 0 | 309 | 316 | 0 | 0 | ||||
| Lorex | 7063 | 661 | 7100 | 6300 | - | 535 | 397 | |||||
| LeChange | 3:29 | |||||||||||
| Empower | 3 | 0 | 10:00 | |||||||||
| TOTAL |
Week 3: February 17 to 23
| 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 | 406 | 61 | 145 | 521 | 334 | 19 | 17 | 14 | ||||
| Dealer Queue | ||||||||||||
| FLIR | 391 | 17 | 0 | 388 | 320 | 0 | 0 | |||||
| Lorex | 7292 | 773 | - | - | 7117 | 6292 | 3 | 542 | 405 | |||
| LeChange | ||||||||||||
| Empower | 4 | 1 | ||||||||||
| TOTAL |
Week 4: February 24 to March 2
| 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 | 461 | 68 | 59 | 578 | 282 | 17 | 16 | 18 | 80% | |||
| Dealer Queue | ||||||||||||
| FLIR | 389 | 31 | 0 | 353 | 510 | 0 | 0 | 7 | N/A | |||
| Lorex | 6917 | 825 | 6632 | 12094 | 4 | 418 | 248 | 90% | ||||
| LeChange | ||||||||||||
| Empower | 3 | 0 | 0 | 5 | 0 | 0 | 0 | 1 | N/A | |||
| TOTAL |
Top 10-Problem Type
| Problem Type | Number of Cases Created |
|---|---|
| 1. | 1 |
| 2. | 1 |
| 3. | 1 |
| 4. | 1 |
| 5. | 1 |
| 6. | 1 |
| 7. | 1 |
| 8. | 1 |
| 9. | 1 |
| 10. | 1 |
| TOTAL | TOT |
