Difference between revisions of ":Process/Reporting March"
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!|Lorex | !|Lorex | ||
| − | || | + | ||6921 |
| − | || | + | ||746 |
| − | || | + | ||1:21 |
| − | || | + | ||765 |
| − | || | + | ||N/A |
| − | || | + | ||6574 |
| − | || | + | ||10527 |
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!|TOTAL | !|TOTAL | ||
| − | || | + | ||8209 |
| − | || | + | ||897 |
| − | || | + | ||0:45 |
| − | || | + | ||862 |
| − | || | + | ||67 |
| − | || | + | ||7452 |
| − | || | + | ||11243 |
| − | || | + | ||24 |
| − | || | + | ||648 |
| − | || | + | ||230 |
| − | || | + | ||91.5% |
||N/A | ||N/A | ||
|} | |} | ||
Revision as of 17:30, 13 March 2019
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 | 702 | 57 | 1:15 | 38 | 67 | 567 | 240 | 24 | 19 | 21 | 93% | N/A |
| Dealer Queue | 32 | 23 | 0:21 | 15 | 0 | 0 | 0 | 0 | 0 | 0 | N/A | N/A |
| FLIR | 528 | 51 | 0:55 | 42 | 0 | 306 | 473 | 0 | 0 | 6 | N/A | N/A |
| Lorex | 6921 | 746 | 1:21 | 765 | N/A | 6574 | 10527 | 0 | 629 | 203 | 90% | N/A |
| LeChange | 23 | 19 | 0:35 | 2 | 0 | 3 | 3 | 0 | 0 | 0 | N/A | N/A |
| Empower | 3 | 1 | 0:08 | 0 | 0 | 2 | 0 | 0 | 0 | 0 | N/A | N/A |
| TOTAL | 8209 | 897 | 0:45 | 862 | 67 | 7452 | 11243 | 24 | 648 | 230 | 91.5% | N/A |
Salesforce Backend Changelog
- 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
- Added, "Empower Device" to Case View
- Cleared DNA VM Inbox-3.12.2019
- DNA RMA case Workflow modified to Check "RMA Case" for all record types, and all RMA reasons-Should improve reporting on this
- LX-NOT RMA Workflow created for Lorex Record type, to remove checkbox for "RMA Case"
- LX-Waiting on Team Workflow created for Lorex Record type, IF=waiting on MKH, THEN=Check Escalated
- 3-11-2019-Mitel Softphone Updated Resulting in Convergys Team being unable to take calls for a few hours in the AM
- Added additional fields for Report Type: Cases, Surveys, and Survey Responses
Week 2: March 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 | ||||||||||||
| Dealer Queue | ||||||||||||
| FLIR | ||||||||||||
| Lorex | ||||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| TOTAL |
Week 3: March 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 | ||||||||||||
| Dealer Queue | ||||||||||||
| FLIR | ||||||||||||
| Lorex | ||||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| TOTAL |
Week 4: March 24 to 30
| 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 | ||||||||||||
| Dealer Queue | ||||||||||||
| FLIR | ||||||||||||
| Lorex | ||||||||||||
| LeChange | ||||||||||||
| Empower | ||||||||||||
| TOTAL |
