CSR Supervisor Manual Donation Manager. 1/1/2016 SAVERS Ginine Mizerski

Transcription

1 CSR Supervisr Manual Dnatin Manager 1/1/2016 SAVERS Ginine Mizerski

2 Lcatin-Varius CSR Supervisr Manual Dnatin Manager Table f Cntents 1. Intrductin Special Pickups and TBD Dnatins Special Pickups TBD Dnatins T View Users, Trucks and Drivers T View All Users, Search fr User r View Existing User T View All Drivers, Search fr Driver r View Existing Driver T View All Trucks, Search fr Truck r View Existing Trucks Add On s T Enter Add On T Rute Emergency Dnatin Change Address Management T Validate Bad Addresses T Investigate Bad Addresses T Crrect Bad Addresses Reprts Callback Reprt Hurly Charity Leads Reprt Hurly Charity Lead Summary Reprt Operatr Perfrmance Reprt DM JAN 2016 gmizerski Page 1

3 Lcatin-Varius CSR Supervisr Manual Dnatin Manager 1. Intrductin: As a Custmer Service Supervisr with yur Charity, in additin t the standard CSR respnsibilities, yu will als be respnsible fr the fllwing: Enter special pickups which are pickups that may be scheduled fr any date r fr scheduling pickups f very large dnatins. Manage TBD Dnatins View Users, Drivers and Trucks Validate addresses Enter add-ns t a rute Run reprts Overview: This sectin will walk yu thrugh all f these functins and give yu the necessary tls t cmplete yur tasks as Supervisr. 2. Special Pickup s and TBD Dnatins: 2.1 T Prcess a Special Pick-Up Request: A Special pick-up is used when a dnr indicates they have an extremely large dnatin, r they need sme srt f special handling fr their dnatin request r need t schedule a pickup fr a date that is nt n the Slicitatin Calendar. The Supervisr is respnsible t make final arrangements and cnfirmatin fr this type f pick up with the Transprtatin Department. T enter in a special pickup in Dnatin Manager: 1. After entering Dnr infrmatin, the Pickup Details bx will appear. 2. Click n bx. 3. Calendar will appear. Select the date Dnr is requesting after it has been cnfirmed that the Transprtatin Department can pick-up the dnatin n the date requested. 4. Enter in any ntes regarding this special request such as time f pickup r descriptin f type f items that will be dnated (e.g. family mving). 5. Select Estimated Size f Truck frm drp dwn menu. Nte: An estimate f the truck size shuld be entered fr very large dnatins OR select Dnatin Size and indicate the size f the pickup in terms f bags. One f the Size entries is required DM JAN 2016 gmizerski Page 2

4 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 6. Select Dnatin Lcatin frm drp dwn menu. (Nt Required) 7. Select Dnatin Size frm drp dwn menu. (Required see Estimated Size f Truck fr very large dnatins). 8. Enter any Dnr Cmments. 9. Select Yes fr Call Back Requested. 10. Select Referral Surce frm drp dwn menu. 11. Click n. NOTE: Pp up bx will appear stating Dnatin Scheduled. In rder t prcess Specials a CSR wuld need t be set-up as a CSR Specialist under Admin>User. 2.2 T Manage TBD Dnatins: TBD may be entered by a CSR in Dnatin Manager in such cases where a Dnr wants a particular pickup date that is NOT n the calendar and a Supervisr was nt available at the time f a call. 1. Click n in tlbar. 2. Select TBD Dnatins. This screen will display if there are TBD Dnatins that have been entered int Dnatin Manager by CSRs. 3. Call each Dnr and determine pickup date. 4. Click n calendar and select date. 5. Click n update. DM JAN 2016 gmizerski Page 3

5 CSR Supervisr Manual Dnatin Manager Lcatin-Varius When update is cmplete, the dnatin is scheduled and remved frm the TBD dnatin list. Yu als have ptin t Cancel this TBD. Click n X t far right f dnr recrd. 3. T View Users, Trucks and Drivers 3.1 T View All Users, Search fr User r View Existing User: 1. Click n Admin in tlbar. 2. Select Users Buttn. Nte: This will display all current Users set up in system. 3. Yu can duble click n the specific User yu wuld like t view, 4. OR, t search fr specific User, type in name yu wuld like t view in User Search Bx. 5. Click n Shw Users. This will display User recrd. (Please nte: mre than 5 unsuccessful lg-n attempts will lck User accunt). If accunt is lcked fr any reasn this bx will be checked. A Charity Admin r User Manager has the authrity t unlck a User. DM JAN 2016 gmizerski Page 4

6 Lcatin-Varius CSR Supervisr Manual Dnatin Manager 3.2 T View All Drivers in System, Search fr Driver r View Existing Driver: 1. Click n Admin in tlbar. 2. Select Drivers Buttn. This will bring up screen that displays All Drivers in system fr Charity. 3. Yu can duble click n the specific Driver yu wuld like t view. 4. OR, t search fr specific Driver, type in name yu wuld like t view in Driver Search. 5. Click n Shw Drivers Buttn. 6. This will display Driver recrd. DM JAN 2016 gmizerski Page 5

7 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 3.3 T View All Trucks in System, Search fr Truck r View Existing Truck: 1. Click n Admin in tlbar. 2. Select Trucks Buttn. This will bring up screen that displays All Trucks in system fr Charity. 3. Yu can duble click n the specific Truck yu wuld like t view. 4. OR, t search fr specific Truck, type in name yu wuld like t view in Truck Search. 5. Click n Shw Trucks Buttn. 6. This will display the trucks with details. Truck: This is the name that the truck is referred t. Cde: This is a shrt cde used t refer t the truck. License This is the license plate number f the truck. Hub: This is the specific trucking hub that truck is assigned t. Type This is the type f truck frm drp dwn menu (bx, bread, trailer r ther). Capacity This is the cubic feet f truck (16 r 20) frm drp dwn menu. Size This refers t the size f truck. Active This shws if truck is active r inactive (nt being used) in system. Charity This refers t the Charity the truck is assigned t. State This refers t which State the truck is lcated in. Map This will shw yu where the truck is lcated n the map. DM JAN 2016 gmizerski Page 6

8 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 4. Add On s Add On s are any pickups scheduled after yu have cmpleted creating rutes. Yu can pull up an Add On reprt using instructins belw but these pickups will need t manually be added t a truck rute. Please Nte ALL pickups that are scheduled fr the day will initially appear n the Add Ons screen until after the rutes have been created. Once yu have created yur rutes, then ONLY thse pickups added AFTER rutes are created will be reflected n this screen. 4.1 Add On s: 1. Navigate t in tl bar. 2. Select frm drp dwn list. 3. Select tday s date by clicking n calendar and selecting date. 4. Fr each Add On, select the rute/driver that will be making the pickup. 5. Click n Update. This pp-up screen will appear: Once updated, the Add On will be remved frm the Add On list and added t rutes. If rutes have already been ptimized, yu must re-ptimize the rute that Add On was included in by selecting the specific rute. Optimize then Generate GPS Files. 6. The Driver must be ntified that he/she has been given an additinal pickup fr the day. The system des NOT autmatically update the Driver s rute fr the day. DM JAN 2016 gmizerski Page 7

9 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 5. Emergency Dnatin Change The Emergency Dnatin Change feature is fr Charities t mve all dnatins-pickups frm ne date t anther future date because f a situatin where it is nt pssible t pick up sme r all f the scheduled rutes fr the day. Nte: The change will enable the ing f a message t dnrs wh have addresses in their recrds. The file f Dnrs with pickups fr the date are dwnladable t.csv in rder t be laded int an utbund dialer fr calling dnrs. T initiate Emergency Dnatin Change in Dnatin Manager: 1. Hver ver Address Validatin. 2. Click n Emergency Dnatin Change. 3. Select Dnatin Date desired t change. 4. Select New Dnatin Date. 5. Select prper state frm drp dwn menu. 6. ChHeck bx if yu want ALL pstal cdes included. 7. Select prper radi buttn Yes r N fr sending ntice. 8. Select prper radi buttn YES r NO t exprt dnr file. 9. Click n Prepare Cnfirmatin buttn. DM JAN 2016 gmizerski Page 8

10 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 6. Address Management/Bad Address Crrectin This includes prcedures t crrect bad/invalid addresses. Bad addresses are thse addresses within Dnatin Manager that system was nt able t find valid GPS crdinates fr. It is best practice t crrect addresses regularly and many days in advance s that there are n crrectins needed during mrning rute building. Overview Three basic steps are used t crrect bad addresses: Review bad addresses Receive daily with bad address frm Dnatin Manager. Pull bad address reprt frm Dnatin Manager. Investigate bad address using websites. Crrect bad address in Dnatin Manager. 6.1 T Validate Addresses: Each day, the charity ffice will receive an with a list f the bad addresses that are in the Dnatin Manager system. The reprt reflects the bad addresses that are currently in the system fr the next 7 days. These are addresses that GPS crdinates have nt been able t be determined based n the address entered. The bad address will be sent t thse individuals identified by the charity t receive the in the Charity Settings > Rutes Detail > Rute Builder . Yu can als btain a list f bad addresses by pulling a reprt directly frm the Dnatin Manager system. Invalid r bad addresses can be btained at Address Mgmt > Address Validatin. Chse the View All search setting: Select the date yu are investigating: Click the calendar buttn Select a date DM JAN 2016 gmizerski Page 9

11 Lcatin-Varius CSR Supervisr Manual Dnatin Manager Select the scpe f yur search: Click the Shw Dnrs buttn The search prduces the fllwing Address Validatin Reprt: 6.2 T Investigate Bad Addresses: 1. Review the bad addresses fr cmmn prblems: Miss-spelling f street name (example: Maine vs. Main) Incrrect frmat f address (example: 120 N Main vs. 120 Main N) Incrrect address prvided by dnr r entered int Dnatin Manager by CSR. 2. Investigate using website tls: Melissa Data is typically the primary surce t try t verify and/r crrect a bad address. The base web address is : The GeCder prtin f the site is mst helpful. The web link is via : Enter Address, City and State int search field: DM JAN 2016 gmizerski Page 10

12 Lcatin-Varius CSR Supervisr Manual Dnatin Manager Scrll dwn t find Latitude and Lngitude: If address is nt fund, try clicking n Click here fr help If there s still n luck, try ne f the ther sites listed belw. Free Gecding lk-ups can als be determined via Travel GIS.cm: NOTE The cde changes while the Ensure yu cpy the cde int the crrect field: cpy cde field des nt. T search yur next address, cpy the new cde int the cpy cde field. DM JAN 2016 gmizerski Page 11

13 Lcatin-Varius Enter all ther address data yu have available: CSR Supervisr Manual Dnatin Manager Click Gecde buttn Scrll dwn t find the Latitude and Lngitude: Reverse name finder/phne number search sites are als helpful, fr example: Crrect Addresses: 1. Duble Click n the Dnr t select. 2. Pp Up Bx will appear. DM JAN 2016 gmizerski Page 12

14 Lcatin-Varius CSR Supervisr Manual Dnatin Manager 3. If the pickup date is after tmrrw, make any necessary edits t the Address fields r the Zip. Overnight the system will review any bad addresses and determine if a Latitude/Lngitude can be identified. 4. If the pickup date is tmrrw, yu MUST enter the crrect Latitude/Lngitude (best dne by cpying frm the website that yu lcated the Latitude/Lngitude) a. If fund, enter crrect DECIMAL values fr Latitude and Lngitude. i. A typical Latitude/Lngitude might lk like this: 1. Latitude: Lngitude: b. After entering valid Latitude/Lngitude i. Select the Valid Address radi buttn 1. Click the Validate Buttn. c. Validating the address prduces ne f three utcmes: Address validated via service, Address is still NOT validating and Values Rejected. d. Outcme #1: Address validated via service : i. Click the Update buttn. DM JAN 2016 gmizerski Page 13

15 CSR Supervisr Manual Dnatin Manager Lcatin-Varius e. Outcme #2: Address is still NOT validating. Yu may select the Valid Address ptin t ver-ride. i. Cnfirm that the infrmatin that yu entered is crrect. Check the Latitude and Lngitude yu lked up match the nes in the fields. ii. Click the Valid Address radi buttn iii. Click the Update buttn. f. Outcme #3: Values Rejected: (It will nt accept the given Latitude and Lngitude) DM JAN 2016 gmizerski Page 14

16 Lcatin-Varius CSR Supervisr Manual Dnatin Manager If yu have tried multiple websites and cannt find a Lat/Lng fr the address, yu may need t cntact the dnr fr directins. Include the directins n the Dnr recrd and alert the Driver Manager that the address may need t be lcated n a map. 5. Repeat fr next address crrectin. DM JAN 2016 gmizerski Page 15

17 Lcatin-Varius 7. Reprts CSR Supervisr Manual Dnatin Manager There are a variety f reprts available fr yu t view. Yu can find a list f reprts by clicking n Reprts frm main menu. 7.1 Callback Reprt: When a pickup is scheduled, the Dnr is given the ptin t receive a call back. If YES is selected, they will be added t the Callback Reprt.. 1. Click n Reprts in tlbar. 2. Select Frecast>Call Back frm drp dwn menu 3. Select yur Charity frm drp dwn. 4. Click n calendar and select designated date. 5. Click n View Reprt buttn t the far right f screen. The fllwing screen will display with any call back s reprted fr the day selected: 6. Click n Exprt Drp Dwn Menu and select methd t exprt. DM JAN 2016 gmizerski Page 16

18 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 7.2 Operatr Results>Hurly Charity Leads: This reprt will reflect the number f pickups each CSR has scheduled per hur during the day and their daily ttal. This is an excellent reprt t analyze prductivity. It will shw yu trends and spikes during the day that can als help yu t analyze the busiest times f the day and respectively, the number f agents t schedule thrughut the day. 1. Click n Reprts in tlbar. 2. Select Operatr Results>Hurly Charity Leads frm drp dwn menu. 3. Select yur Charity frm drp dwn. 4. Under User Type drp dwn, select either ALL r WEB. 5. Click n calendar and select Start Date. 6. Click n calendar and select End Date. This screen will display. DM JAN 2016 gmizerski Page 17

19 CSR Supervisr Manual Dnatin Manager Lcatin-Varius 7.3 Operatr Results>Hurly Charity Leads Summary: This reprt will reflect the number CSRs that have scheduled pickups during each hur and the ttal number f leads that were scheduled by yur ffice per hur during the day and daily ttals. This reprt is very helpful t analyze trending and fr verall planning fr staffing purpses. 1. Click n Reprts in tlbar. 2. Select Operatr Results>Hurly Charity Leads Summary frm drp dwn menu. 3. Select yur Charity frm drp dwn. 4. Click n calendar and select Start Date. 5. Click n calendar and select End Date. This screen will display: DM JAN 2016 gmizerski Page 18

20 Lcatin-Varius CSR Supervisr Manual Dnatin Manager 7.4 Operatr Results>Operatr Perfrmance: This reprt will reflect the results achieved fr each CSR and will display the ttal number f pickups scheduled per the time perid selected and resulting pickup & cancel cunts and percentages. This reprt is useful fr measuring the success f yur CSRs. 1. Click n Reprts in tlbar. 2. Select Operatr Results>Operatr Perfrmance frm drp dwn menu. 3. Select yur Charity frm drp dwn. 4. Click n calendar and select Start Date. 5. Click n calendar and select End Date. 6. User Type - Select whether it is Inbund r Outbund frm drp dwn. This screen will display: This reprt will give yu the Full Name and als User Name f each emplyee. It shws hw many pickups each emplyee scheduled per day (Ttal Scheduled), and f thse scheduled, hw many were actually picked up (Pickup Cunt). Cancel Cunt reflects hw many Dnrs called t cancel. Pickup% is the percentage f actual pickups vs. scheduled pickups. Cancel% is the percentage f canceled pickups vs. scheduled pickups. DM JAN 2016 gmizerski Page 19