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/requester?

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

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?

200

Where should you look to an active order not on shoppers profile 

What is the Status Page?

200

Available, Offline, Tech Issue, Shift Close Out, Meeting

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 take it?

300

This communication needs to go out to everyone.

What is @here?

300

Find answers using few terms

What is a keyword search?

300

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

What is how to find a batch?

300

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?

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

Used in Zendesk to access Admin

What is the "apps" icon?

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 Notification settings?

500

Finding something quickly.

What is control + F?

500

A charge that occurs when the final order total is higher than the authorization hold

What is a reconciliation charge?

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

CA Guaranteed Earnings Eligible badge
Healthcare Subsidy
Mileage Compensation
Don’t provide bumps to California shoppers

What are Prop 22 inquiries?

600

Also known as a voided sale or reversal.

What is a same-day refund?

600

You use this to assist with non English contacts

What is the Language Line?

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/requester?

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

ETA - 2 hour

Priority

DTC (Direct to Consumer)

ASAP (Fast & Flexible)


What are delivery types?

700

Shopper, Customer, Logistics, Marketplace, Zendesk

What are the Admin Tiles/Apps you need to open every shift?

700

Click on Carrot icon and hit log out

What is how to sign out of Ujet?

800

Summary is just one way to see this

What is a My Schedule?

800

_________  is how we classify contacts. 

What are brands?

800

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?

800

View additional information within an article

What is click drop-down arrow?

800

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

What is Instacart+?

800

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

900

You Go here to view your Overall metrics.

What is My Performance and Performance?

900

Two ways to search for articles.

What are Knowledge Capture and Opening Zendesk guide in a separate channel?

900

This helps you create organized discussions around your specific message.

What are threads?

900

Returning high-value items

What is FSS :: Delivery :: Certified deliveries?

900

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

What are Marqueta (Payment Card) Transactions?

900

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?