:Process/Reporting 2019 Summary

2019 Summary

January Total

Type	Inbound Calls	Outbound Calls	Abandoned	Voicemails	Cases Created	Cases Closed	Escalated Cases (Tier 2)	Escalated Cases (Tier 3)	RMA Created	RMA Completed
Dahua North America
FLIR
Lorex
Empower
ADT
TOTAL

Top 10-Problem Type Template

Problem Type	Number of Cases Created
1. Camera Troubleshoot	441
2. Remote Access (P2P)	236
3. General Info	182
4. Password Reset	124
5. Presales Technical	111
6. Non-Auth	63
7. SmartPSS	62
8.Display Monitor	50
9. Mobile Access, Remote Access P2P	28
10. Playback	26
TOTAL	TOT

Summary

Inbound Calls

Type	Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Outbound Calls

Type	Outbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Abandoned Calls

Type	Abandoned Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Voicemail Cases

Type	Voicemail Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Created Cases

Type	Created Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Closed Cases

Type	Closed Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

Escalated Cases

Type	Escalated Cases
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

RMA Created

Type	Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

RMA Completed

Type	RMA Completed
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

CSAT Average

Type	Inbound Calls
Dahua North America
Dealer Queue
FLIR
Lorex
LeChange
Empower
TOTAL

QA Average