1) You successfully placed an order using the Mx website, DD UI or OLO (or over the phone with the Mx directly as a warm transfer) a) R2M: Tx escalated a Cx inquiry on an existing order (status, modification, issue) b) R2M: Tx escalated a Cx special request (customization, item not available, specials, spanish, coupon) c) DNCO: Store is closed d) Order Placed 2) Call is routed to the store because the Cx does not want to pay with a credit card over the phone and asks to be transferred to the store a) R2M: Tx escalated due to a payment error b) R2M: Tx escalated due to a phone, ACC, SFDC, frame, system error c) DNCO: Store is closed d) R2M: Tx escalated a Cx who did not want to pay over the phone or order with a call center 3) Call is routed to the store because Cx wants to customize a menu item, place a special order that is NOT on the menu, use a promo code/gift card/ military discount, or speaks a language other than English a) R2M: Tx escalated a Cx special request (customization, item not available, specials, spanish, coupon) b) R2M: Tx escalated a Cx general inquiry c) DNCO: Delivery Address Out-of-Range d) R2M: Tx escalated due to a phone, ACC, SFDC, frame, system error 4) Call is routed to the store because agent is unable to place order due to only a payment error a) R2M: Tx escalated a Cx inquiry on an existing order (status, modification, issue) b) DNCO: Cx did not want to pay over the phone or order with a call center c) Order Placed d) R2M: Tx escalated due to a payment error 5) A storefront/system/frame error occurred and the call is transferred to the store. a) DNCO: Store is closed b) DNCO: Cx did not want to pay over the phone or order with a call center c) R2M: Tx escalated due to a phone, ACC, SFDC, frame, system error d) DNCO: Cx started an order but did not complete it (changed mind, Cx phone issue, other reasons) 6) Cx has a specific issue with an order - e.g., order modification, refund requests, cancellation, change pickup/delivery location, missing/wrong orders, etc) a) DNCO: Tx had Phone, ACC, SFDC, frame, system Issue b) DNCO: Item not available c) DNCO: Tx had a payment error d) R2M: Tx escalated a Cx inquiry on an existing order (status, modification, issue) 7) Cx has a general inquiry NOT related to order modifications or an existing order (online ordering, interviews, lost item, reservations/table) a) DNCO: Store is closed b) R2M: Tx escalated due to a payment error c) DNCO: Tx had a payment error d) R2M: Tx escalated a Cx general inquiry 8) Cx does NOT want to get routed to the store; Cx does not want to pay with a third party or Cx drops because they do not want to pay over the phone with their credit card. a) DNCO: Cx did not want to pay over the phone or order with a call center b) R2M: Tx escalated due to a phone, ACC, SFDC, frame, system error c) DNCO: Store is closed d) DNCO: Cx started an order but did not complete it (changed mind, Cx phone issue, other reasons) 9) Tx is unable to place order due to a payment error and doesn’t escalate to the Mx. Or, Cx hangs up before Tx can transfer the call to Mx due to a payment issue a) R2M: Tx escalated a Cx special request (customization, item not available, specials, spanish, coupon) b) DNCO: Tx had a payment error c) DNCO: Issue with prep/delivery time, ingredients or price too high d) R2M: Tx escalated a Cx general inquiry 10) Cx disconnects during order placement (Cx changes their mind, hung up during order process, hung up randomly, was not sure about their order and hung up, had to attend another call a) Order Placed b) DNCO: Item not available c) DNCO: Cx started an order but did not complete it (changed mind, Cx phone issue, other reasons) d) DNCO: Tx had a payment error 11) Tx has issues with Phone, ACC, SFDC, UI/OLO and cannot complete the call/order (Tx has headset issues, SFDC case pop up issues, frame frozen) a) DNCO: Tx had a payment error b) R2M: Tx escalated a Cx inquiry on an existing order (status, modification, issue) c) DNCO: Tx had Phone, ACC, SFDC, frame, system Issue d) R2M: Tx escalated a Cx special request (customization, item not available, specials, spanish, coupon) 12) Tx could not complete order because the store is closed temporarily or for the day and the ordering system was not letting agent place the order a) DNCO: Store is closed b) R2M: Tx escalated due to a phone, ACC, SFDC, frame, system error c) DNCO: Tx had a payment error d) DNCO: Item not available 13) Tx could not complete order because the item is unavailable and Cx did not want to order something else (Cx hung up as a result) a) R2M: Tx escalated due to a payment error b) DNCO: Issue with prep/delivery time, ingredients or price too high c) DNCO: Item not available d) R2M: Tx escalated a Cx special request (customization, item not available, specials, spanish, coupon) 14) Cx no longer wants to continue order because delivery / pickup times are too long or price is too high and hung up as a result a) DNCO: Issue with prep/delivery time, ingredients or price too high b) DNCO: Item not available c) DNCO: Tx had a payment error d) DNCO: Delivery Address Out-of-Range 15) Tx could not complete order because the delivery is not in the store's radius and the customer dropped the call as a result a) DNCO: Tx had a payment error b) DNCO: Item not available c) DNCO: Delivery Address Out-of-Range d) DNCO: Store is closed 16) Cx has a general inquiry that is unrelated to placing an order ( a) DNCO: Cx started an order but did not complete it (changed mind, Cx phone issue, other reasons) b) R2M: Tx escalated a Cx who did not want to pay over the phone or order with a call center c) R2M: Tx escalated a Cx general inquiry d) GI: Cx had a general inquiry 17) Cx drops at the beginning of the call, drops before adding 1 item to cart / Tx does not hear anyone at the start of the call. (Cx says ‘hello’ followed by silence or there is no sound on Cx end) a) GI: Call abandoned before starting the order or ghost call b) R2M: Tx escalated due to a payment error c) DNCO: Cx started an order but did not complete it (changed mind, Cx phone issue, other reasons) d) DNCO: Tx had Phone, ACC, SFDC, frame, system Issue

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