Verint
Metrics, schedules, customer admin, shopper admin and QA evaluations are found here.
What is Okta?
The person who is asking for support via Zendesk
What is a requestor?
The messaging platform Instacart uses to communicate with each other
What is Slack?
A published collection of documentation that includes answers to frequently asked questions.
What is an agent knowledge database?
Contains account actionables (credits, refunds, gps, sms messages to and from shoppers) and information about our Consumers, shoppers, and ads
What are our admin sites?
The software we use to take calls and chats?
What is Ujet?
You will select these to see your QA scores in Verint.
What are Interactions and Flags?
After the call is done, this generates.
What are tickets?
The fail-proof way to receive assistance in Slack promptly.
What is Slack Protocol?
Advertiser, customers, retailer, and Social Media.
What are the different types of AKB's?
Where should you look to find RX shoppers?
What is the Status Page?
Available, offline, shift close out.
What are aux codes?
Adherence, voice average hold, and voice average wrap
What are metrics?
Putting a ticket in your name.
What is taking a ticket?
This message is used to notify everyone within a channel or workspace.
What is @here?
Find answers in just a few terms
What is a keyword search?
Paste the batch number in the URL bar on the batch page
What is how to find a batch?
A period of time during a shift in which we are allowed to take time off from our job. It is a type of downtime.
What is break time?
87%
What is our adherence goal?
Subject, Body, Closing, Signature
What are parts of an email?
This message is used to let leadership know you are in an extended wrap-up to complete your tickets.
What is @EWU?
What are features at the bottom of our akb's
Used in Zendesk to access Admin
What is the "apps" icon?
Changing AUX codes hoping to avoid a call
What is aux toggling?
The ability to understand and share the feelings of another.
What is empathy?
What are: solved, open, pending, and on hold?
What is ticket status?
This helps you create organized discussions around your specific message.
What are threads
Control F, type your cohort
What is, how to find the correct workflow.
The process of making automatic payments on a regular basis.
What are recurring payments?
The period of time during which you stop work to have lunch and relax
What is meal?
A customer won't need to repeat themselves if you demonstrate this soft skill.
What is attentiveness?
A prepared response or action that an agent can apply when updating or creating a ticket.
What is a macro?
Cable TV has hundreds of them, in Slack, it's a dedicated space where we hold conversations.
What are channels
What are alcohol fees?
Also known as a voided sale or reversal.
What is a same-day refund?
Brand, Requester, SH, CX, Order, Batch Subcase.
What is SCOBS?
This should happen to all of us at least once a week.
What is a 1:1?
How to update contact information when it doesn't match the person you are talking to
What is update the requestor?
The direct way to notify a SME or TL of something that needs their attention after they've already responded to your original issue.
What is enter the @ symbol followed by their name, and send your message?
2 hour
5 hour
Fast & Flexible (ASAP)
What are delivery types?
0-5 is how its measured for our shoppers.
What are shopper metrics?
Keyword look up while on an active call.
What is a Knowledge capture?
Multiday, textual, and graphical
What are ways to view our schedule?
A customer-facing identity, represented by a collection of contact points for your customer. We can have multiple _______ associated with our accounts.
What are brands?
The information that MUST be included when seeking assistance with the Slack Protocol.
What is the primary issue, the Admin order link, Admin Customer link, Zendesk ticket link, and the related AKB link?
A quick search is wrapped in these
What are parentheses?
Food is on its way, delivery you won't pay.
What is express membership?
What are links used to run network tests on our computers?
Smiles cumulative/Smiles Earned
What has been replaced by Cheers?
_________ are the ways that we can engage with our customers (how they create support requests and how we communicate with them).
What are channels?
Not hearing Slack notification sounds may be caused by your _______?
What are your device settings?
Returning high-value items
FSS :: Delivery :: Certified deliveries
The ability to see live declines and approvals on an order.
What are Marqueta Transactions?
These agreements measure the percentage of calls answered by an agent within a previously-agreed Customer Waiting Time. It is usually specified in %
What are Service Level Agreements?