• 2.0 Responsibilities of logistics specialist

  The main tasks of the logistics specialist are: control of the timely delivery, management of logistics settings and control of couriers on the line. If the service uses logistics scheduling, then logistician duties also include exporting a list of orders for the next day and route planning. Table of contents Responsibilities of logistics specialist Beginning of work Responsibilities during a shSome readers

• 2.0 Manage payments in the Monitoring Panel

  Depending on the system settings, customers can pay for the order in cash, by card online, by card upon receiving (via a payment terminal) or by cashback. Changing the payment method is available only to operators of the Monitoring Panel and only in the order card. Available elements To view payment information, click Payment data in the financial data block. It includes the following data:Some readers

• 2.0 Setting up the operator's/logistician's workplace

  Before starting work, you need to log in to the Monitoring Panel. After that, open the website through the operator's login on the Control Panel, the Monitoring Panel. Depending on your responsibilities, you may have access to city and/or courier management. Table of contents City management Operator management Location management Order filter 1. City management Before starting the shifSome readers

• 2.0 Change the assigned courier in the Monitoring Panel

  This function allows you to quickly assign or change a courier in cases of need or force majeure. To change a courier, go to the Monitoring Panel and find the required order card. Then click Change next to the courier's name and call sign in the quick action bar. After that, you’ll see a window which allows you to select the following parameters: (https://storage.crisp.chat/users/helpdesk/websiteFew readers

• 2.0 Working with orders in the Monitoring Panel

  The main purpose of the Monitoring Panel is to help operators manage orders. The order card allows you to manage each stage of an order, and quickly respond to delays and incidents. Use the "Active", "Recent" and "Pre-orders" tabs to accept and control orders. Depending on the time selected by the customer, orders can appear in the "Active" or "Pre-orders" tab. After accepting an order, all work with it takes place in the order card (https://dots.crisp.help/en/article/order-card-in-the-moniFew readers

• 2.0 Notifications in the Monitoring Panel

  All notifications appear in the Notifications tab. It contains notifications about new and canceled orders, as well as about changes in preparation due time and the order price. Each notification will have a corresponding order card attached. Table of contents Receiving notifications New order notification Notification of customer cancellation Notification of location cancellation NotiFew readers

• 2.0 Manage customer reviews in the Monitoring Panel

  Reviews help to see the general mood of customers, respond to incidents in time and improve the quality of service. This is a necessary part of developing and improving business performance. Use the Reviews tab to manage customer reviews and ratings. Available elements At the top of the page, there are filters that include: (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400Few readers

• 2.0 Manage logistics and couriers settings in the Monitoring Panel"

  In the "Couriers" tab, you can configure the main logistics parameters for all companies in the city, as well as manage couriers. In addition, there is a function to turn off all couriers in all cities. Changing logistics settings and managing couriers will only be available after selecting a specific city in the corresponding menu in the upper left corner. If you change the settings in the Monitoring PaneFew readers

• 2.0 List of customers who placed their first order

  The Archive New Customers tab allows you to view a list of all customers who placed their first order on a current day. This allows you to track the number of new users and contact them if necessary. Displayed elements To display a list of clients, you must select a date in the upper left part of the page and click "Apply". (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/Few readers

• 2.0 Customer order history and cashback information

  Each registered customer has an account with the history of all orders and the history of cashback transactions (if this feature is enabled) The history contains detailed information on each of the orders and allows you to blacklist a customer, activate or delete his account. Use the Cashback tab, to view the cashback transaction history, as well as to withdraw or deposit a certain amount of cashback. Access to order hFew readers

• 2.0 Filtering orders in the Archive of the Monitoring Panel, which are ordered by a guest at a table in a restaurant

  "To do this, go to the Monitoring Panel → Archive, select the city in the filters, then the company and the address, if necessary. After that, in the filter by methods of receiving orders, you need to select Serving to the table. Link to the article: here (https://dots.crisp.help/en/article/filtering-orders-in-the-archive-of-the-monitoring-panel-which-are-ordered-by-a-guest-at-a-table-iFew readers

• 2.0 Problems tab - Table structure

  This functionality allows you to respond to problem situations during the work of the service and organize their solution. This is a necessary part of the development and improvement of business performance, and allows you to prevent typical incidents in the future. Table of contents Displayed Items Registration of a problem situation Handling Problem Situations Displayed Items There are fiFew readers

• 2.0 How to log in to the Monitoring Panel

  To access the Monitoring Panel, the CC operator/logistician must have an account with permissions. To set up the permissions for user roles, go to the User roles section in the Control Panel. Before getting started, you need to enter tFew readers

• 2.0 Archive and order statistics in the Monitoring Panel

  The Archive Orders tab provides a summary of all placed orders. It lets you view a list of all orders for the selected time period. It is also possible to export an archive of orders in CSV format and view detailed information on each of them. Available elements At the top of the page, there are filters that allow you to filter statistics and orders by the following indicators: OperatFew readers

• 2.0 Payment statistics in the Monitoring Panel

  Go to Archive Finance to view a list of all orders with online payment for the selected period of time. In addition, you can export the archive of orders in CSV format, or you can view detailed information on each order. Available elements To view the order archive, you must select a city in the upper left corner of the Monitoring Panel and apply the necessary filters. (https://storage.criFew readers

• 2.0 Courier statistics in the Monitoring Panel

  Go to Archive Fleet to view financial information on the work of couriers for the selected period of time. You can also find a list of all orders that were assigned to couriers. In addition, you can view detailed information for each order. Available elements At the top of the page, there are filters that allow you to filter statistics and orders by the following indicators: CourierFew readers

• 2.0 Order card in the Monitoring Panel

  Table of contents General information Order card structure Quick action bar Order statuses Personal info block Delivery address block Links to settings Order block Promotions and discounts block Cashback block Financial data block Wishes Note about the user Action history 1. General information When closed, the order card has a quick action bar and a lower part with order statuses, which are colored as they go through. To expand the order cardFew readers

• 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 mFew readers

• 2.0 Operator’s duties

  The main tasks of the CC/Monitoring Panel operator is to keep track of orders, monitor delays and problem situations. All work with orders takes place in the Monitoring Panel. Contents: Operator responsibilities Beginning of work Working in the Monitoring Panel 1. Operator responsibilities Depending on the permissions, the responsibilities of the CC operator may include: Monitoring thFew readers

• 2.0 What does the Prepayment notice mean in the order card of the Monitoring Panel?

  This notification will be displayed if there is an excess of the order limit. The limit is configured in the Control Panel → Settings → Cities → Monitoring → Prepayment from the sum. If the limit is exceeded, the customer's first order with the cash payment type will have a prepayment mark. If the client paysFew readers

• 2.0 How to change order data in the Monitoring Panel

  At different stages of order fulfillment, it may be necessary to change data about the order, customer, etc. The functionality of the Monitoring Panel allows you to quickly edit and change data directly from the order card Table of contents Change of operator Change of courier Manual merging with another order Registration of a problem situation Change the source of information about the serFew readers

• 2.0 What to do if the client's address was determined incorrectly and there is no possibility of its correct distribution?

  To distribute such orders, you need to: Change the client's address to the correct one. This can be done in two ways: In the opened order card, you need to click on edit address and drag the label manually to the desired address. Enter the desired address in Google Maps and copy the coordinates. (https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/imageFew readers

• 2.0 Change the delivery address in the Monitoring Panel

  If the customer’s address was determined incorrectly, you can manually specify the coordinates of the address and change the cost of delivery. To change the delivery address, open the full order card in the Monitoring Panel and click Edit address. Then fill in the following fields: Street (street nameFew readers

• 2.0 Flowcharts for CC employees

  This article describes scripts for call center employees, as well as algorithms for the most common situations. Accepting an order over the phone (https://dots-platform.intercom-attachments-7.com/i/o/539485922/d2d608c2899f4a41df3bdc86/mExDOUqiHN5Ebyk3SQs8bOzHjmItpJb1ZjYSXg0SwKbPMtYVqOqIbW-D3nG7mNPFxQbED-wtKJxh0BJMXGwe5stukjew2fy6oTVqGYrFOiJt4ZWmHQ5YDcVStmqWMqIrDKdTggUSRemEXqFew readers