Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!
If you have any feedback/suggestions for the newsletter, please use this Link
Weekly To Do's____________________________________
Handover Area Survey
We’re currently working on reorganizing the Handover Area.
Please fill in the survey! Deadline: August 1, Friday!
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Promo this & next week:
Please familiarise yourself with the file to be prepared for a higher demand for these SKUs!
Here you find the file detailing the products on promotion: Promos for Hubs
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BBD Check - Common Issues
As many of you have been flagging, there have been some issues with products (not) being flagged correctly in the BBD checks lately.
The teams are actively working on resolving these issues.
In the meantime, please continue to flag any BBD products which don’t have a BBD check in HubAlert (Other Issue → Checks Feedback → BBD Check).
Until this is solved, please keep an extra eye out for BBD products.
Thank you for your collaboration! 💪
Key updates you can't miss____________________________________
Inbound Update: Add Products During Dropping - GoLive tomorrow, 30 July
Context
When dropping lists are created automatically, some products can be missing on the auto-created list due to missing delivery information.
This means OAs have to manually add the missing items, which is time-consuming and creates unnecessary friction in the process.
What’s changing?
If OAs notice missing products on the automatically generated dropping list, they can now easily add them during the dropping step, by either:
Scanning the product
Product text search
No-EAN search
If the product is already on the list, you will get a pop-up to adjust the quantity.
If the product is not on the list yet, you will get a pop-up to add the product to the list.
You can then adjust the number of items you will be dropping.
Follow the usual dropping process
👩🏫 Please find all details about the update here.
🆘 For any issues, please reach out to #tech_hub_service-de
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TechOps Virtual Agent - GoLive Thursday 31st July
To provide you faster and easier support at all times in #tech_hub_service-de, we are introducing a virtual agent as the first line of response to all requests. The agent can help resolve common issues instantly and ask key questions to understand more complex issues.
How will it work?
Instead of writing one word and then filling the ‘request’ form, write your issue directly in the channel in one sentence (not only 1-2 words as before). No need to fill the request form for every question/issue anymore.
The Virtual Agent will try to understand your issue, and you will get a response after a few seconds in the thread.
Read and follow the instructions carefully, and reply by clicking the answer buttons in the thread. If the bot didn’t understand your issue, try again to explain with more details (in the thread).
If you have already provided all details, and tried the proposed solutions given, you can click on ‘Raise a request’ at any point to create a ticket for our team.
How to get the most out of the support:
Write a descriptive summary of your issue in the channel specifying which tool or process it affects:
Describe your issue in one line, not only 1-2 words anymore.
Be as specific and clear as possible (i.e: nothing generic such as “Rider issue”).
Mention what you are trying to do and what the issue / impact exactly is.
Which system / app / process exactly this relates to (i.e. ‘HubOne’, ‘Hub Portal’ etc.).
Mention any error messages that may appear (e.g: “Punch is overlapping” or “User has no access” or “Connection error” etc.)
Note: The new Workflows (Share External Rider, Set Rider Offline, Quinyx Issues) will remain unchanged.
This will help you and us to get responses to common issues faster and easier, without the need to wait for an agent reply, and also during non-tech-ops service hours.
Workforce Updates
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Zendesk Numbers
Solved - 1018
Updated with comments - 1083
Full Resolution - 45.3 hours
Team | Number of Open tickets |
Workforce Support | 364 |
[Expected delays] - Conservative waiting time estimation for Employees
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation/ First reply time |
Workforce Support | 1d 12 hrs |
[Expected delays] - Conservative waiting time estimation for Hub Managers Escalations
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
Workforce Support | 24hrs |
Shelf Changes + Delistings____________________________________
[WARNING] Due to a technical glitch, there is no shelf change today
If you have any questions, please feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
