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/requester?
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?
Trust & Safety :: Identity :: Selfie checks
FSS :: Order Fulfillment :: Cancel and reschedule
Add a bump
Retailer :: Partner Pick :: Unassign batch
Prop 22 inquiries
ISS :: Applicant :: DMV background check
What are the different types of AKB's?
Where should you look to an active order not on shoppers profile
What is the Status Page?
Available, Offline, Tech Issue, Shift Close Out, Meeting
What are aux codes?
Adherence, voice average hold, wrap, qa, and csat.
What are metrics?
Putting a ticket in your name.
What is take it?
This communication needs to go out to everyone.
What is @here?
Find answers using few terms
What is a keyword search?
The act of pasting 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 required to take time off. 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?
Recently viewed articles and related articles
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 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 Notification settings?
Finding something quickly.
What is control + F?
A charge that occurs when the final order total is higher than the authorization hold
What is a reconciliation charge?
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?
CA Guaranteed Earnings Eligible badge
Healthcare Subsidy
Mileage Compensation
Don’t provide bumps to California shoppers
What are Prop 22 inquiries?
Also known as a voided sale or reversal.
What is a same-day refund?
You use this to assist with non English contacts
What is the Language Line?
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/requester?
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
ETA - 2 hour
Priority
DTC (Direct to Consumer)
ASAP (Fast & Flexible)
What are delivery types?
Shopper, Customer, Logistics, Marketplace, Zendesk
What are the Admin Tiles/Apps you need to open every shift?
Click on Carrot icon and hit log out
What is how to sign out of Ujet?
Summary is just one way to see this
What is a My Schedule?
_________ is how we classify contacts.
What are brands?
The information that MUST be included when seeking assistance with the Slack Protocol.
What are @here, Primary issue, Order link, Customer link, Zendesk ticket, & AKB link?
View additional information within an article
What is click drop-down arrow?
Food is on its way, delivery fee you won't pay.
What is Instacart+?
https://test.webrtc.org/
(Hint: Ujet basic troubleshooting steps did not work)
What are links used to run network tests on our computers?
You Go here to view your Overall metrics.
What is My Performance and Performance?
Two ways to search for articles.
What are Knowledge Capture and Opening Zendesk guide in a separate channel?
This helps you create organized discussions around your specific message.
What are threads?
Returning high-value items
What is FSS :: Delivery :: Certified deliveries?
The ability to see live declines and approvals on an order.
What are Marqueta (Payment Card) 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?