Verint
Metrics, schedules, IPH, and QA evaluations are found here.
What is Verint?
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 information about our shoppers, customers, ads, orders, and retailers.
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?
During a call, this generates.
What are tickets?
The fail-proof way to receive assistance in Slack promptly.
What is Slack Protocol?
Advertiser, customers, retailer, Social Media, missing refund, and wismo.
What are the different types of AKB's?
The act of pasting the batch number in the URL bar on the batch page
What is how to find a batch?
Available, offline, shift close out.
What are aux codes?
Adherence, voice average hold, wrap, qa, and csat.
What are metrics?
Putting a ticket in your name.
What is taking a ticket?
This communication needs to go out to everyone.
What is @here?
Find answers in just a few terms
What is a keyword search?
Used in Zendesk to access Admin
What is the "apps" icon?
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
The process of making automatic payments on a regular basis.
What are recurring payments?
Changing AUX codes hoping to avoid a call
What is call avoidance?
The ability to understand and share the feelings of another.
What is empathy?
Tickets are left solved, open, pending, and on hold.
What is ticket status?
Not hearing Slack notification sounds may be caused by your _______?
What are your device settings?
Finding something quickly.
What is control + F?
Where should you look to find RX shoppers?
What is the Status Page?
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
$0-$35 of _______: $2.00 fee
$35.01-$75 of _________: $4.00 fee
$75.01-$110 of ________: $8.00 fee
$110.01 or more of _______: $10.00 fee
What are alcohol fees?
Also known as a voided sale or reversal.
What is a same-day refund?
The service agreement between Care and Instacart to abide by our metrics.
What are Service Level Agreements?
This meeting happens 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 @ them by name?
Ultra-Fast
2 hours
Priority
Certified
What are delivery types?
0-5 is how its measured for our shoppers.
What are shopper metrics?
What are links used to run network tests on our computers?
Multiday is just one way to see this
What is a schedule?
_________ is how we classify contacts.
What are brands?
The information that MUST be included when seeking assistance with the Slack Protocol.
@here
primary issue
Order link
Customer link
Zendesk ticket
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?
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?
Smiles cumulative/Smiles Earned
What has been replaced by Cheers?
How do you navigate between different channels?
What are views/playlists?
This helps you create organized discussions around your specific message.
What are threads
Returning high-value items
FSS :: Delivery :: Certified deliveries
The ability to see live declines and approvals on an order.
What are Marqueta Transactions?