DNA Reporting Master Doc-2019

	A	B	C	D	E	F	G	H	K	L	M	N
1
2	Total Volume Offered - 2019		66,974
3	Total Volume Handled - 2019		62,328
4	Total Outbound Call		6,657
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6	Summary Dahua Technical Support - Tier 1								Summary Dahua Technical Support - Tier 2
7		Offered Call	Answered Call	Abandoned Rate	AHT (Mins)	Transfer % to Tier 2	Invoice Bill			Offered Call	Answered Call	Abandoned Rate
8	July	5,829	5,491	5.80%	14.35	10.64%	$61,572.73		July	680	506	25.59%
9	Aug	7,342	6,447	12.19%	14.14	10.67%	$45,399.44		Aug	864	662	23.38%
10	Sep	6,177	5,657	8.42%	15.1	10.20%	$43,688.42		Sep	643	539	16.17%
11	Oct	5,757	5,589	2.92%	14.96	7.34%	$46,755.18		Oct	573	500	12.74%
12	Nov	4,884	4,589	6.04%	17.43	5.91%	$36,062.44		Nov	394	332	15.74%
13	Dec	4,944	4,706	4.81%	17.43	7.59%	$37,693.85		Dec	526	425	19.20%
14	TOTAL	34,933	32,479	6.70%	15.57	11.33%	$271,172.06		TOTAL	3,680	2,964	18.80%
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16	Dahua English - CNX
17		Offered Call	Answered Call	Service Level	Abandoned Rate	AHT (Mins)	Average Wait Time (Seconds)	Occupancy %
18	July	5,572	5,277	81.42%	5.29%	14.71	92.34	76.51%
19	Aug	7,052	6,231	65.84%	11.64%	14.65	201.77	84.35%
20	Sep	5,871	5,417	75.54%	7.73%	14.64	138.76	73.52%
21	Oct	5,437	5,318	93.78%	2.19%	13.53	38.48	65.80%
22	Nov	4,599	4,364	83.95%	5.11%	13.67	91.63	76.19%
23	Dec	4,702	4,510	85.43%	4.08%	13.76	76.59	68.02%
24	TOTAL	33,233	31,117	80.99%	6.01%	14.16	106.60	74.07%
25
26	Dahua Alpha - CNX
27		Offered Call	Answered Call	Service Level	Abandoned Rate	AHT (Mins)
28	July	6	4	50.00%	33.33%	3.11
29	Aug	11	11	90.91%	0.00%	4.06
30	Sep	21	15	52.38%	28.57%	15.88
31	Oct	90	77	72.22%	14.44%	16.79
32	Nov	46	37	58.70%	19.57%	23.06
33	Dec	38	26	50.00%	31.58%	15.74
34	TOTAL	212	170	62.37%	21.25%	13.11
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36	Dahua Empower and Lechange - CNX
37		Offered Call	Answered Call	Service Level	Abandoned Rate	AHT (Mins)
38	July	29	24	58.62%	17.24%	17.64
39	Aug	22	17	50.00%	22.73%	14.82
40	Sep	23	15	52.17%	34.78%	9.77
41	Oct	36	26	61.11%	27.78%	12.95
42	Nov	11	7	63.64%	36.36%	13.06
43	Dec	10	7	60.00%	30.00%	5.67
44	TOTAL	131	96	57.59%	28.15%	12.32
45
46	Dahua Spanish and French - CNX
47		Offered Call	Answered Call	Service Level	Abandoned Rate	AHT (Mins)
48	July	222	186	77.03%	16.22%	14.17
49	Aug	257	188	56.41%	26.85%	15.66
50	Sep	262	210	65.65%	19.85%	14.80
51	Oct	194	168	80.93%	13.40%	13.64
52	Nov	228	181	69.30%	20.61%	15.07
53	Dec	194	163	75.26%	15.98%	13.77
54	TOTAL	1357	1096	70.76%	18.82%	14.52
55
56	Dahua Tier 2
57		Offered Call	Answered Call	Service Level	Abandoned Rate	AHT (Mins)
58	July	584	447	66.27%	23.46%	31.85
59	Aug	688	538	62.50%	21.80%	29.21
60	Sep	577	498	73.66%	13.69%	27.64
61	Oct	410	369	82.93%	10.00%	26.47
62	Nov	271	232	78.23%	14.39%	30.34
63	Dec	357	294	77.03%	17.65%	26.95
64	TOTAL	2887	2378	73.44%	16.83%	28.74
65
66	Dahua Dealer - Irvine
67		Offered Call	Answered Call	Service Level	Abandoned Rate	AHT (Mins)	Average Wait Time (Seconds)
68	July	96	59	57.29%	38.54%	22.14
69	Aug	176	124	60.23%	29.55%	21.49	155.81
70	Sep	66	41	57.58%	37.88%	20.42
71	Oct	163	131	75.46%	19.63%	17.91	92.18
72	Nov	123	100	73.98%	18.70%	22.31	97.9
73	Dec	169	131	75.74%	22.49%	17.46	75.32
74	TOTAL	793	586	66.71%	27.80%	121.73
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