Verint
Zendesk
Slack
AKB
Admin
Ujet
100

Metrics, schedules, IPH, and QA evaluations are found here.

What is Verint?

100

The person who is asking for support via Zendesk

What is a requestor?

100

The messaging platform Instacart uses to communicate with each other

What is Slack?

100

A published collection of documentation that includes answers to frequently asked questions.

What is an agent knowledge database?

100

Contains information about our shoppers, customers, ads, orders, and retailers.

What are our admin sites?

100

The software we use to take calls and chats?

What is Ujet?

200

You will select these to see your QA scores in Verint. 

What are Interactions and Flags?

200

During a call, this generates.

What are tickets?


200

The fail-proof way to receive assistance in Slack promptly.

What is Slack Protocol?

200

Advertiser, customers, retailer, Social Media, missing refund, and wismo.

What are the different types of AKB's?

200

The act of pasting the batch number in the URL bar on the batch page

What is how to find a batch?

200

Available, offline, shift close out.

What are aux codes?

300

Adherence, voice average hold, wrap, qa, and csat.

What are metrics?

300

Putting a ticket in your name.

What is taking a ticket?

300

This communication needs to go out to everyone.

What is @here?

300

Find answers in just a few terms

What is a keyword search?

300

Used in Zendesk to access Admin

What is the "apps" icon?

300

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?

400

87%

What is our adherence goal?

400

Subject, Body, Closing, Signature

What are parts of an email?

400

This message is used to let leadership know you are in an extended wrap-up to complete your tickets. 

What is EWU?

400
Recently viewed articles and related articles

What are features at the bottom of our akb's

400

The process of making automatic payments on a regular basis.

What are recurring payments?

400

Changing AUX codes hoping to avoid a call

What is call avoidance?

500

The ability to understand and share the feelings of another.

What is empathy?

500

Tickets are left solved, open, pending, and on hold.

What is ticket status?

500

Not hearing Slack notification sounds may be caused by your _______?

What are your device settings?

500

Finding something quickly.

What is control + F?

500

Where should you look to find RX shoppers?

What is the Status Page?

500

The period of time during which you stop work to have lunch and relax

What is meal?

600

A customer won't need to repeat themselves if you demonstrate this soft skill.

What is attentiveness?

600

A prepared response or action that an agent can apply when updating or creating a ticket.

What is a macro?

600

Cable TV has hundreds of them, in Slack, it's a dedicated space where we hold conversations. 

What are channels

600

$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?

600

Also known as a voided sale or reversal.

What is a same-day refund?

600

The service agreement between Care and Instacart to abide by our metrics. 

What are Service Level Agreements?

700

This meeting happens at least once a week.

What is a 1:1?

700

How to update contact information when it doesn't match the person you are talking to

What is update the requestor?

700

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?

700

Ultra-Fast

2 hours

Priority

Certified


What are delivery types?

700

0-5 is how its measured for our shoppers.

What are shopper metrics?

700

What are links used to run network tests on our computers?

800

Multiday is just one way to see this

What is a schedule?

800

_________  is how we classify contacts. 

What are brands?

800

The information that MUST be included when seeking assistance with the Slack Protocol.

@here

primary issue 

Order link

Customer link

Zendesk ticket

AKB link

800

A quick search is wrapped in these

What are parentheses?

800

Food is on its way, delivery you won't pay.

What is express membership?

800

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?

900

Smiles cumulative/Smiles Earned

What has been replaced by Cheers?

900

How do you navigate between different channels?

What are views/playlists?

900

This helps you create organized discussions around your specific message.

What are threads

900

Returning high-value items

FSS :: Delivery :: Certified deliveries

900

The ability to see live declines and approvals on an order.

What are Marqueta Transactions?