✅ Purpose: To guide the operations team in identifying orders where vendors have taken no action after assignment and ensuring timely follow-up or reassignment. 🧪 Definition: “No Action” Orders = Leads that were assigned to vendors, but ...
Purpose To keep a proper record of all SLA violations in CX Genie so they can be tracked, reported, and acted upon. Who Does What CX Team: Creates and updates tickets. Quality & SLA Person: Investigates and updates action taken. Ops M ...
Purpose To make sure all customer complaints about SLA issues are quickly checked, vendor action is taken if needed, and the customer gets a solution fast. Who Does What CX Team: Creates a ticket and shares Order ID with Quality & SLA Person. ...
Purpose To ensure consistent, fair, and SLA-compliant decisions on vendor-reported order failures, including Approve Fail, Reject Fail, and Reverse actions. Scope Applies to Ops Manager, Vendor Head, and SLA Handling Team for all orders where vendors h ...
✅ Purpose: To review and approve or reject vendor-marked failed pickups — and decide whether to refund credits based on proper verification. 👥 Who’s Involved: Vendor: Marks order as failed via app. Quality & SLA Ass ...
✅ Purpose: To track orders that missed their scheduled pickup window and ensure timely follow-up actions with vendors to recover or reassign the leads. 🪜 Step-by-Step Process: 🖥 Step 1: Access “Out Of Time” Orders in Admin Panel Lo ...
1. Customer Actions (Reasons for Blocking or Flagging a Customer) These are the reasons why Cashkr would block or flag a customer for fraudulent behavior or other issues: Fake Order: Customer is creating fake orders (e.g., false device details or in ...
Call Dispositions For Vendor App 1. Call Status (Primary Disposition) Connected: Successfully reached the customer. Not Connected: Unable to reach the customer. 2. Disposition (Secondary Disposition) If Call Status is “Connect ...