:DNA BiWeekly Meeting2

Dahua North America Tech Support Meeting Information

November 6, 2017 to November 17, 2017

Call In-Bridge Info

Participant Code: 104-357-739-22

Participant URL: https://join.shoretel.com/conference/10435773922

Local dial in: +19179427142

Additional Calling Info: Canada Dial in +1 (647) 558-3006

Schedule

Date: November 22, 2017 @ 11:00AM-12:00PM PST

Feature of the Week

Related Article:

• https://dahuawiki.com/Email/Email_Notifications_Setup
• https://dahuawiki.com/Email/Email_Notifications_Setup_GMail

Feature: Email Notifications

Description:

Firmware

News and Info about Firmware

Inbound Call Volume

November 6, 2017 to November 17, 2017

Desk.com

Created and Resolved Cases

Nov 6-10

Day of Week	Created Cases	Resolved Cases
Monday	50	46
Tuesday	60	61
Wednesday	56	53
Thursday	42	36
Friday	8	9
Total	216	205

Shoretel / Mitel

Inbound Calls-866.606.1590

Nov 6-10

Total	289	100%
Answered	156	54%
Unanswered	133	56%

Weekly Breakdown

Inbound Calls-866.606.1590

Day of Week	Date	Total	Answered	Unanswered	Percent Answered
Monday	Nov 6, 2017	48	27	21	56.25%
Tuesday	Nov 7, 2017	78	51	27	65.38%
Wednesday	Nov 8, 2017	81	37	44	45.67%
Thursday	Nov 9, 2017	56	36	20	36.2%
Friday	Nov 10, 2017	18	0	18	100%
Total	Week 1

Agent Weekly Breakdown

Oct 31, 2017 to Nov 3, 2017

Agent	Total Calls	Answered Calls	Abandoned Calls	Resolved Cases
Jack Bao
Barry Rossen
Denis Boulet
Collin Bromfield
Rodney Carrigan
Nathan Grefe
Peter Hall
Dylan Lee
Mark Navarro
Gordon Waughan
Frank Wilkins
William Valencia
Michael Yacono

Lunch Schedule

Hour	Group 1	Group 2	Group 3	Total
6:00AM-7:00AM
7:00AM-8:00AM
8:00AM-9:00AM
9:00AM-10:00AM
10:00AM-11:00AM
11:00AM-12:00PM
12:00PM-1:00PM
1:00PM-2:00PM
2:00PM-3:00PM
3:00PM-4:00PM
4:00PM-5:00PM

Developer Corner

New on LearnDahua

External

• N/A

New Hires

• Tha Duong