Delay Monitoring Admin Navigation Guide

1. What is a Delay 

Delay monitoring tool is used by agents to proactively intervene, obtain feedback and resolve severely delayed orders that have been flagged by the system. 

2. How to get to Admin Delay Monitoring

1.	Open Delays Open Admin Select the  icon on the top right corner of the screen  Select “Orders” from the drop-down list   Then select “Delayed Orders”, this will take you to the Delayed Orders view on Admin

3. Understanding the Delayed Orders Landing Page

1.

Understanding The Delays Landing Page 

1. Option to select delayed orders for  Food (DFD) or Groceries (GROC) orders . 
2. Status of the delayed order
   1. New: All delayed orders that have not been resolved,require a follow up and not taken by an agent
   2. Assigned: All delayed orders that have not been resolved but have been taken/assigned to an agent
   3. Resolved: All delayed orders exceptions that were created and have progressed to the next stage of the order journey
3. Order date of delays 
   1. Always select “today” to ensure you are working on the current days delayed orders
4. Sort By: Allows the agent to sort the delays based on from top to bottom based on the sorting option selected
5. Filter by: Allows agents to filter the delays and only view delayed orders by the following options 
   1. Search Order Number: search for a specific delay using the order number
   2. Code: search for all delays that are in a specific hub
   3. Exception type: only delays with the specific selected exception reason will appear 
6. Include follow up: Selecting this allow agent to view orders that have been marked as a follow up by a previous agent working the exception
7. Ability to reset page
   1. Reset filter: removes all preselected filters and sorting and set the landing page to default
   2. Refresh: refreshes the landing page but preselected filters remain

2.

Understanding Delayed orders Fields

3.

What Happens When you ”Take” a delay

The action of taking a delay will do the following

1. Opens a new tab on admin for the delayed order for you to review the order details 
2. Moves the delayed order from “New” to the “Assigned” queue
3. Additionally you have a “Assigned to me Filter” this allows you to only view delayed orders that you have taken or alternatively all delayed orders that have been taken

4.

Leaving Notes on Order

After reviewing and investigating the delay the agent must leave notes regarding action taken or feedback received 

1. Select the drop down “Add comment”
2. Select “New Internal comment”

Leave a comment in the internal test box 

1. Add note regarding action taken and or feedback received 
2. Save by selecting  “add internal comment” 

* System will not allow you to “add internal comment” if the text box is empty 

After saving your note it will appear in the log section of the operational exception

5.

Setting a reminder to follow up on the order

• The follow up functionality can be used by agents to ensure that delays that have been worked on initially however have not been resolved are followed up on 
• When a delayed order is set to “follow up” it moves from the “assigned” to the “New” queue

How to set an Order to follow up : Option 1- Internal Comment Follow Up Selection

1. Add a second internal comment 
2. Complete the notes section, add info on whether customer was contacted already or any other relevant info
3. Select “start follow up counter”. This will set the order to a new status and start counting the how long this delayed order has been in follow up status 
4. Save “add internal comment”

6.

How to set an Order to follow up : Option 2- Select Action Follow Up

1.  By selecting “follow up” order is removed from the assigned queue and set back to “new”

Delayed Orders to Follow Up

1. All delayed orders that have been marked as follow up using either of the two options will appear in the “new” tab
2. You also have the ability to sort by “Follow Ups” this will list all orders that require follow up to the top of your delayed orders table
3. Delayed order that requires follow up will include how long it has been since the order was marked as follow up

7.

Understanding the different Sorting options 

Newest Logged at	Allows agents to view orders from newest to oldest delay (as per current order)
Most delayed	Allows agents to view orders from the oldest to newest delay
Earliest Promised Time	Allows agents to view orders from closest to or biggest breach in delivery time. This depicts the biggest impact to customer
Biggest Cap Delay	Allows agents to see the most severe collection delays
Longest waiting for follow up	Allows agents to view from the longest to shortest time since marked for follow up