:Process/Reporting March

Summary

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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	Abandoned	Voicemails	Cases Created	Cases Closed	Escalated Cases	RMA Created	RMA Completed	CSAT Average	QA Average
Dahua North America	518	80			567	151	24	0	21	93%
Dealer Queue
FLIR	335	33			306	473	0	0	6
Lorex					6,574	10,527		348	203
Empower	1	0			2	0	0	0	0
TOTAL

• CSAT for FLIR Record Type not saving results
• Close Case Status fixed for DNA, Lorex, Empower, FLIR last week
• Added Dealer Queue to Weekly Snapshot, add workflow to check dealer box for reporting

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