FRIENDS
How can we check if the driver's rider account is deactivated? and where in TOM?
TOM overview under User Roles
User Modes>>> Diable Rider
Where in Driver TOM I will add the vehicle deactivation and check if the vehicle is deactivated?
In vehicle's & Doc's Tab
>>>> Under Deactivation's tab
How many rating's did Patel give to Brandon Knox and what is the date, time and ride type of the ride?
5 star/February 9, 9:15 PM–9:41 PM EST, Standard
How do I grant a bonus and coupon for my Driver and Rider?
Agent show case
What is the User charges tab for?
What is the concession tab for?
Name any 5 ride types?
Transaction history
Concession history to check(Bonus, Coupon, Refunds)
Agent based answer
The rider says oil was leaking from Diver's vehicle and when you check the Driver's TOM profile you understand there are 2 occurance regarding the vehicle condition. What is you 'How to Solve' telling you in this case?
The rider 'Archie' reported on driver 'Pinky' stating 'Pinky' is has not arrived in Audi A8, but the app say it is ferrari F80 hypercar. When you check Pink's profile Pink has a occurance about the same on March 5th 8:00AM. But Archie is reporting on March 5th 11:45PM. What do we do in this case?
Apply a temporary hold to the driver's vehicle in TOM.
What is telematics used for? and what all we can see in tele matics
To gage the driving style of the Driver
Harsh braking, Harsh cornering, Swvering, Phone usuage.
How do I open telematics and Ride Replay?
From Route breakdown in ride deatil page
How do we link or duplicate the tickets from Amazon Connect?
From Case managment from Right side section of Amazon Connect.
How do we transfer a case to a Driver team and create a task to our supervisor?
By quick connect and Create task from AC
if I want to check my own chat what I handled with customer, how can I view my own chat?(bascially how can we see a completed chat?
Support history URL
I want to know when was Brandon account was deactiavted?
Thu Feb 12 2026 @ 11:14 AM EST
If a Rider says I missed my babies playful things I need it back because my baby is crying, who do you think should handle the case?
Rider because it is rider who is reaching out
What are the Key performace metrics for Safety LOB?
NOT NESTING
9 Mins chat
8 Mins Call
Drop 24%
Resolve 81%
How many driver categories and Tiers of Driver's we have in LYFT?
Gold, Silver, Platinum, Elite
Loyalist, Transistioner, Supplementer, Connector, Multi App maximizer
How will I unpair a Driver and rider without going into Ride details?
From TOM by copying the rider TOM ID and pasting in Blocked Pairings
A safety has been reported and a teen is involved what do we do?
Any incident involving a Lyft Teen user must be handled by the SMAA Lyft Teen Pod under this Submission Reason.
Bille Eilish says he wants you to approve her Vehicle insurance? How can we solve?
Resubmit to Driver
What was Ani's previous campaign before joining Lyft?
EMAAAR/Dubai Client
If a Driver has been reported 9 times for recording their rider's rides asking them to SMAASH? What do we do?
Transfer the interaction to the SMAA Pod queue.
The driver's account has been deactivated and driver says he wanna appeal it and in 2020 his appeal was denied
🔒 Deactivation appeal - Appeal previously denied - No new evidence
Taylor Swift has reported Akon's Vehicle number is not matching, says vehicle color and model is matching which SR we should be following?
UXP(Unpleasant Exp)
What do we need to do if a Driver is not responding to your outbound call to educate?
leave a voice mail and Send an outbound Email with education macro
Rihana wants to be paired with driver's like Beyonce, Ariana, Dia lupa and she wants to under if we have any such feature in LYFT app so she can feel safe?
No she cannot have a preferred driver, but she can use Women+Connect feature