Calls for stuck parcels and access to the warehouse

Published 04.09.2022 15:14 in New features

We have prepared three small improvements for the call center and logistics. The CRM plans calls by itself for parcels that got stuck on the way or have not been updated for a while, operators now have their own statistics, and teams can be given access to the warehouse and analytics without making employees administrators.

Calls for stuck parcels

The delivery service settings now have an “Automatic calls planning” block. Time is set in hours:

• “Send” — the parcel was sent the specified number of hours ago and has not been bought out or returned yet;
• “Delivered” — the parcel arrived at the pickup point the specified number of hours ago;
• “Last” — more than the specified number of hours have passed since the last change to the parcel.

Once a condition triggers, the parcel goes into the call queue for operators who work with delivery. A lost parcel will get a call before it starts missing home.

Important! Calls are planned from tracking data, so the order must have a track code. Zero in a field turns the condition off. The orders go to teams that have “Can edit the orders and take them via Big Green Button” selected in the “Delivery” field.

Operator statistics

On the operator's page in calling mode there are now four daily counters: how many leads and calls the operator has processed, how many calls were successful, and what the approve rate is. Each figure is compared with yesterday. Competing with yesterday's self is the most honest sport.

Warehouse and analytics without admin rights

Call center teams have learned to get access to analytics and the warehouse. Team settings have two checkboxes for this: “Warehouse accounting” and “Statistics and analytics”. The head of the warehouse no longer needs to be made a company administrator. The “Warehouse” section appears if warehouse accounting is enabled in the company settings.