2.0 Monitoring Panel
The Monitoring Panel is a workplace for an operator, logistics specialist and call center supervisor. Here you can find all the information about orders, customers, couriers, locations, cities, reviews, and problems. It also has all the necessary tools for complete control and management of the current situation on the line and operational management of the service as a whole.
Monitoring the overall situation on the line. Monitoring of delays and problem situations by the support operators.
Work with orders. Understanding the status of each order. View detailed information about an order. Editing of orders (changing prices, delivery time, customer information, etc.).
Work with couriers. Enabling and disabling couriers on the line. Control of orders for each individual courier and monitoring of their current location. Automatic and manual merging of orders. Configuration of logistics parameters.
Customer management. Search of customers by phone number. Complete information about customers. Their order history, taste preferences and notes. The ability to add customers to the blacklist.
Working with customer reviews. View ratings and reviews left by customers in mobile apps or using a QR code.
Work with problem situations. Registration, editing, and control of solving problem situations. Appointment of a person responsible for solving a specific problem situation.
Work with company locations and cities. Information about the workload of cities and company locations. Possibility to pause the company locations and cities or switch to the “Pickup only” mode.
Working with support operators. Management of operators on the line. Setting limits on the number of orders for 1 operator, based on his level of training.
Working with data and its analysis. Viewing the archive and forming the necessary selections on orders, couriers, and payments.
Integration with IP telephony. Communication with customers, couriers, locations, and managers.
City filter. Lets you select the desired city from the list of available ones.
When you select a specific city, you can then filter orders by specific companies and locations. This will affect the available orders in the Active , Recent and Pre-orders tabs.
Active orders . This tab includes all active orders, depending on the filter settings. The list consists of order cards.
There is an opportunity to filter orders by: delays, type of orders and operators. You can also choose how orders will be displayed - detailed information or a list.
You can also check the stage of each order.
Order card . The order card contains all the details of the order: city, operator, source of the order (website, phone, app), payment method, order number, courier, company location, etc.
The order card also shows all order statuses , with buttons for managing them.
Recent . This tab contains orders that have been completed in the past 30 minutes.
You can also filter orders by delay, type of order (all orders, delivery only, takeaway only and reservation) and operator.
Pre-orders . This tab contains orders that need to be delivered at a specific time. In addition, it is possible to export the list of products and orders in CSV format
Notifications. Contains notifications about new and canceled orders, as well as notifications about changes in price or time and other parameters of orders.
To accept the notification, the operator needs to click "Viewed".
Archive . Allows you to get summary information on orders , couriers and online payments for a selected period of time. If necessary, you can view detailed information on a specific order.
Problems. Lets you respond to problem situations and organize their solution. You can manage problem situations directly in the list.
Reviews . This tab is designed to process reviews and left by customers, as well as to view statistics on them.
Fleet. Use this tab to configure the logistics parameters and manage couriers. In addition, there is a function to switch off all couriers in all cities.
Cities. This tab lets you monitor the situation in cities, see the number of active orders, orders with a delay and pre-orders for the current day. In addition, you can view the number of couriers on the line and the number of completed orders. You can also change the status of a city.
The “Operators” lets you view the number of orders for each of the operators and the number of operators on the line.
Companies . Serves to view the workload of locations, and change the status of each of them.
In the upper part, there are fields for checking the possibility of delivery to the specified address from the available locations.
Search. Search for orders or a customer using a phone number.
Exit. In order to log out of the account, in the upper right corner click on the operator's call sign, and then click Exit in the drop-down menu.
Link to this article: here
The main tasks that the Monitoring Panel solves are:
Monitoring the overall situation on the line. Monitoring of delays and problem situations by the support operators.
Work with orders. Understanding the status of each order. View detailed information about an order. Editing of orders (changing prices, delivery time, customer information, etc.).
Work with couriers. Enabling and disabling couriers on the line. Control of orders for each individual courier and monitoring of their current location. Automatic and manual merging of orders. Configuration of logistics parameters.
Customer management. Search of customers by phone number. Complete information about customers. Their order history, taste preferences and notes. The ability to add customers to the blacklist.
Working with customer reviews. View ratings and reviews left by customers in mobile apps or using a QR code.
Work with problem situations. Registration, editing, and control of solving problem situations. Appointment of a person responsible for solving a specific problem situation.
Work with company locations and cities. Information about the workload of cities and company locations. Possibility to pause the company locations and cities or switch to the “Pickup only” mode.
Working with support operators. Management of operators on the line. Setting limits on the number of orders for 1 operator, based on his level of training.
Working with data and its analysis. Viewing the archive and forming the necessary selections on orders, couriers, and payments.
Integration with IP telephony. Communication with customers, couriers, locations, and managers.
Monitoring Panel structure
City filter. Lets you select the desired city from the list of available ones.
When you select a specific city, you can then filter orders by specific companies and locations. This will affect the available orders in the Active , Recent and Pre-orders tabs.
Active orders . This tab includes all active orders, depending on the filter settings. The list consists of order cards.
There is an opportunity to filter orders by: delays, type of orders and operators. You can also choose how orders will be displayed - detailed information or a list.
You can also check the stage of each order.
Order card . The order card contains all the details of the order: city, operator, source of the order (website, phone, app), payment method, order number, courier, company location, etc.
The order card also shows all order statuses , with buttons for managing them.
Recent . This tab contains orders that have been completed in the past 30 minutes.
You can also filter orders by delay, type of order (all orders, delivery only, takeaway only and reservation) and operator.
Pre-orders . This tab contains orders that need to be delivered at a specific time. In addition, it is possible to export the list of products and orders in CSV format
Notifications. Contains notifications about new and canceled orders, as well as notifications about changes in price or time and other parameters of orders.
To accept the notification, the operator needs to click "Viewed".
Archive . Allows you to get summary information on orders , couriers and online payments for a selected period of time. If necessary, you can view detailed information on a specific order.
Problems. Lets you respond to problem situations and organize their solution. You can manage problem situations directly in the list.
Reviews . This tab is designed to process reviews and left by customers, as well as to view statistics on them.
Fleet. Use this tab to configure the logistics parameters and manage couriers. In addition, there is a function to switch off all couriers in all cities.
Cities. This tab lets you monitor the situation in cities, see the number of active orders, orders with a delay and pre-orders for the current day. In addition, you can view the number of couriers on the line and the number of completed orders. You can also change the status of a city.
The “Operators” lets you view the number of orders for each of the operators and the number of operators on the line.
Companies . Serves to view the workload of locations, and change the status of each of them.
In the upper part, there are fields for checking the possibility of delivery to the specified address from the available locations.
Search. Search for orders or a customer using a phone number.
Exit. In order to log out of the account, in the upper right corner click on the operator's call sign, and then click Exit in the drop-down menu.
Link to this article: here
Updated on: 27/05/2024
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