Date

Change Update

Applicable POD

Effective Date

15/6/2023

Toggle Website Option

Pre Onboarding - Checkers

15/3/2023

Reiteration on previous updates

All PODs

-

 


Updates:


  1. Toggle Website Option:


  1. When a workflow is raised by the merchant, an internal ticket will be generated through Zapier integration for case assignment and productivity calculation. The Checkers team will have three different buckets for handling these tickets.

    1. Fresh inflow: These tickets will be created for the WFs which are freshly generated by the Merchants

    2. NC inflow: These tickets will be for cases where merchants have responded to a clarification sought by an agent over a dashboard.

    3. Rejection inflow: These tickets will be for cases where MX has not responded to the clarification sought over the dashboard for a period of 3 days. (In future, these WFs will get auto rejected)

  2. When a ticket is placed on WOC, appropriate WOC reason needs to be selected in the category


Agent Actions

  1. Agent will get 3 different buckets of cases through internal tickets

    1. Fresh inflow: The agent will look at the fresh case and open the workflow. If the WF is good to go, then he will execute. In case clarification is needed, the agent will click on need clarification on the dashboard, clearly mention the page/product/any other related clarification in the box, and send the NC. Agent will then manually close the ticket

    2. NC responded inflow: Agent will get a new ticket for NC. The agent will go through the response submitted by the merchant. He will perform all the actions of checking, sending an NC if required, or executing or rejecting. In the end state action, the agent will close the ticket.

    3. Rejection inflow: The agent will get a new ticket for rejection flow. The agent will reject the workflow if the merchant has not responded to the requested clarification within the defined time period. Agent will also close the ticket manually


  1. The agent will use the following subcategories for workflow whenever clarification is required from the merchant:

    1. Clarification sought on one or more policy page 

    2. Clarification sought on credentials

    3. Clarification sought if the website is not live/fully functional


  1. Agent needs to start NC0 calling and follow all the processes for the same (minimum 2 attempts).


    Scenario for rejection:

  1. Agents should reject the WFs for MCC mismatched websites (i.e the category or subcategory of the account do not align with the given website).

  2. The agent can reject the WF if the MX says the website entered is not correct.


Review actions

  1. All the tickets that went into WOC and NC outcalls need to be audited as BAU. WOC parameters need to be checked by the auditors

  2. Variance between workflow action and ticket action need to be audited as BAU



Reiterations:


  1. AAB is to be used for all queries, and the code generated at the end is to be pasted on every ticket, chat, WF, & NC.

  2. Contact number to be captured in the phone number field on the ticket properties, if not available, update the field as 'NA'.


        Failing to follow the same will result in a fatal markdown.