Welcome to the user guide for Hub Portal. Hub Portal is the tool that gives you an overview of all the processes at the hub and the working statuses of all employees in real time. With its several dashboards, Hub Portal is a vital tool for coordinating tasks and managing employees.
This guide provides Hub Managers and Shift Leads with a description of all the dashboards and its features, as well as instructions on how to use them.
How to access the Hub Portal
Open the website.
Log in with your credentials (email and password).
Enter the Hub's short code (hub slug).
On the top-left corner, check that you are in the correct hub's page.
Go to the dashboards of your interest.
Orders
Here, you have every order received since the hub's opening that day, their preparation and delivery status, the orders' details, and which OA is currently picking the order as soon as the order is assigned to the rider's, thier name.
Order stats
Under the hub's name, you see the following order statistics:
Orders fulfilled: number of orders received on the current day, including cancelled orders.
% delivered on time: the percentage of orders that have been delivered before the end of the Promised time.
Rider stats (X min per delivery): the average riding time per delivery excluding the time spent in queue and picking time.
Picking stats (X sec/min per product): the average number of seconds taken to pick one product.
Order stages
Under the order stats, you see the stages of the process of receiving and preparing an order and how many orders are in each stage.
In queue
When the hub receives several orders at the same time, they get automatically stacked in the HubOne order queue. While they are in the HubOne queue, they are displayed under In queue in the Orders dashboard.
The HubOne order queue is important because it stops the hub from receiving too many orders while not having the capacity to pick and deliver them. The system blocks the orders from advancing to the other stages by analyzing the number of Riders and OA's available and pairing the orders according to delivery efficiency.
As soon as the orders are paired and the Hub has the capacity to prepare them, the orders move onto the next stage, Ready to Pick.
Note:
While the orders are in this stage, the customers can cancel the order and receive a full refund.
Ready to pick
This stage shows you the number of orders ready to be picked by the OA's. The OAs' Zebras will ring to alert them that the orders are ready to be picked.
Important:
It’s crucial that the orders are picked immediately. So if necessary, make sure all available employees start simultaneously picking the orders immediately.
Picking
This stage shows the number of orders that the OAs are picking and how many OAs are needed.
Important:
If you encounter a bottleneck in this stage, meaning that more OAs are needed for picking, you receive the warning Picking bottleneck and the number of OAs increases. In this case, allocate Riders to help picking. You see all available Riders on the right side of the dashboard with the status Available.
Ready to deliver
This stage shows you the number of trips required to deliver the orders. Keep in mind that the orders are stacked together. This means that only 1 trip is needed to deliver each stack. For example, to deliver 2 stacks with 3 orders each, we only need 2 trips. Therefore, you would see 2 trips under Ready to deliver.
Note:
If there are any external orders (orders from other companies and apps) to be delivered by external Riders (Riders from other companies), you will see them below Ready to deliver.
Order search
Use this search function to find orders from the current day by customer name, order number, container ID or products purchased.
Filters
Filter by order status: select an order status (Ready for picking, Packing, Ready to deliver, etc) to see all orders with that status.
Filter by external orders: select an external provider to see all orders from that provider.
Filter by Rider: enter the name of a Rider on shift to see the orders assigned/claimed by them.
Order data table
In this table, you find all the details you need from each order in order to run your daily operations.
The table contains the following information:
Order ID: our internal identifier, unique to each order.
Basket size: the number of items in an order.
Amount paid: the total amount paid in an order, including any discount.
Promised time: the end of the delivery window visible to customers.
Orders with priority have a promised delivery time of 10 minutes.
Picking time: the total number of seconds spent picking an order.
Ride time: the total number of minutes spent delivering an order.
Delivery status: shows the progress of the orders with the following statuses:
New order
Packing
Ready for delivery
Claimed
Order en route
Delivered
When 2 or 3 orders are stacked together, they are tagged together in a darker color.
When an order is delivered within a range of 15% past the Promised delivery time, the delivery time will be flagged in red.
Actions: when an order is active, you can select the following options:
Rider availability column
On the right side of the dashboard, you see the statuses of availability of all Riders, their assigned vehicle, its ID, and the S-container capacity:
The statuses are the following:
Available: available for trip offers.
En route: en route to a customer.
Returning: returning to the hub from a customer.
Idle: the Rider has declined an offer but hasn't met the threshold for going Temporarily offline. They stay in this state for 1 minute before going back to Available. The Rider can also set themselves Available in the Workforce app before the 1 minute timer runs out.
Declining: the Rider has declined 2 offers, or let 2 offers expire consecutively and is now Temporarily offline. They must ask the Shift Lead to set them back online. You have an opportunity to discuss with them the reasons to declining orders excessively.
Logged out: if a Rider logs out of the app while punched-in, their status changes to Temporarily Offline: logged out. After logging back in, they must ask you to set them back online.
Important:
It's not recommended for Riders to get offers while logged out.
Required break: if a Rider punches out and selects the reason Break on Flunch, their status will change to Required break.
No vehicle assigned: if the Mandatory bike assignment in the Workforce app expires and a Rider doesn't have a vehicle assigned, their status changes to No vehicle assigned. The Rider must then assign themselves a vehicle.
Starting: upon punching-in, Riders receive the Starting status to have time to get ready for their shift and assign themselves a vehicle. Once they are ready and have assigned themselves a vehicle, the status changes to Available. If they are ready earlier, they can also set themselves Available.
Ending: the Rider's shift is due to end in 5 minutes, meaning they should start putting away their vehicle and punch-out. If the Rider is still on a trip at this stage, they get this status for another 5 minutes after ending the trip.
Auto punch out: the Rider is about to be automatically punched-out because they've had the Ending status for 5 minutes. This status only last a few seconds.
Below the statuses, you see the duration of each stage.
Activity
Here, there are 2 levels: the Hub level, where you have a live overview of all the activities happening in the hub, namely the stages of the orders, deliveries, picking, inventory-related activities, and the KPIs associated with each type of activity; and the Employee level, where you can see more in-depth information about each employee's status, activities being performed, and the KPIs that concern them.
Hub Level:
Employee Level:
Hub level
This tab displays the following information in real time:
Orders: on the top-right, you see the order stages. These are the same order stages as in the Orders dashboard.
Inside hub performance: the left column shows the number of employees picking orders, on other activities (such as the receiving process, preparing TGTG bags, creating Hub Alert tickets, fleet management, temperature checks, cleaning) or idle (logged in but not doing any of the previous activities). You can also see the following KPIs within this category:
Picking time per item: total time spent picking / total number of items picked (excluding packing time).
Pre-delivery issue rate: total orders with at least 1 item missing / total number of orders picked.
% skipped items: indicates restocking needs. An elevated percentage indicates that there are no more units of a certain product on the shelf and the OAs+ must get it from the backstock.
Post-delivery issues: number of orders with reported post-delivery issues (missing/wrong/damaged/perished) divided by the number of orders picked.
Inventory: this category on the left column displays the number of employees inbounding, performing inventory checks, and restocking. You can also see the following information:
Number of urgent checks.
The completion rate of the daily checks, such as fresh checks, BBD checks, and stock checks.
The number of items in the restocking list.
Riding performance: the middle column shows the number of available, returning, en route and inactive Riders. You can also see the following KPIs:
Deliveries per hour: number of orders delivered divided by hours spent online in the Workforce App.
Acceptance rate: total number of trip offers the Rider accepted / the number of trips offered to them.
Unaccounted Rider time %: time spent in the following states: Declining, Idle, Extra break, Bike unassigned, Logout / punched time excluding break.
Average time at customer: total time spent at the customer / number of orders delivered.
Trips on time compliance: percentage of trip legs completed within Google's estimated riding time. Trip legs could either be hub-to-customer, customer-to-customer (for stacked orders) as well as customer-to-hub.
AVG Rider preparation time: average time between the Rider claiming the trip and the Rider en route, divided by the number of orders.
Rider availability column: here, you also find the Rider availability column, such as in the Orders dashboard.
Next to the inventory sidebar, there's the option to hide it. If you do so, the fields in the first row (Inbound, Inventory, Restocking) will pass onto the middle column.
If you hover over any of the values on the top rows of each column, you'll see the exact employees performing each activity. To see more detailed information on each employee's activities, KPIs, and more, open the tab Employee level.
To-dos on this tab:
Check the live performance.
Identify low performers.
Identify potential impacts on the picking flow.
Identify if OAs need support.
Empower the top performers.
Employee level
Here, you see the live metrics of Riders and OAs working in the hub that day. It's divided in two levels: Inside the hub and Riding.
Inside the hub
This level contains the following information on OAs:
Name of employee.
Activity being performed (inbounding, picking, etc) and the duration of the activity since they started it.
Time of punch-in.
Hours worked that day minus breaks.
Break time that day.
Orders picked: number of orders picked.
Average picking time per item: total time spent picking divided by the items picked (excluding packing time).
SKUs inbounded: number of SKUs inbounded.
SKUs checked: number of SKUs checked during scheduled checks (BBD, Fresh check, Low stock check).
Pre-delivery issue rate
Number of SKUs restocked: number of SKUs restocked.
Post-delivery issues
Riding
This level contains the following information on Riders:
Name of Rider.
Status of availability (Available, Returning, En Route, etc) and the duration of the activity since they started it.
Time of punch-in.
Hours worked that day minus breaks.
Break time that day.
Orders delivered: number of orders delivered.
Acceptance rate: total number of trip offers the Rider accepted, divided by the number of trips offered to them.
Average time at customer: total time spent at the customer divided by the number of orders delivered.
Trip on time compliance: percentage of trip legs completed within Google's estimated riding time. Trip legs could either be hub-to-customer, customer-to-customer (for stacked orders) as well as customer-to-hub.
Deliveries per hour: number of orders delivered divided by hours spent online in the Workforce App.
Unaccounted time offline: time spent in the following states: Declining, Idle, Extra break, Bike unassigned, Logout/punched time excluding break.
These metrics will help you:
Measure the employee's live performance, particularly the KPI Picking speed per employee.
Identify low performers.
Identify potential impacts on the picking flow.
Identify if the OAs need support.
Evaluate the employees' punch-in rates.
Cross productivity of Riders and OAs.
Decrease issue rates.
Empower OA's.
To see how these metrics apply to Riders and OA's, tap here.
Fleet (Fleet tool)
Here, you see all the information of the vehicles from your hub. There are 3 levels in this dashboard: the Fleet management overview, the Vehicle information sheet and the Damages tab.
Fleet management overview
When you go to Fleet, the Fleet management overview is the first screen you see. Here, you have the following information:
Vehicle ID: vehicles' individual IDs provided by the supplier.
Vehicle-state: the status which the vehicle is in:
At supplier
In storage (vehicle is assigned to the hub but physically located somewhere else)
In transfer
Maintenance required
Operational
Partly operational (there is an issue with the bike, but it's still functional)
Stolen
Supplier: company that produced the vehicle.
Model: model of the vehicle.
Hub: hub which the vehicle is attributed to.
Bluetooth: if the vehicle has a bluetooth lock or not.
Reported damages: any damage to the vehicle that was reported.
Filters
At the top of the page, you can use the filters to personalize the view of the vehicles. You can filter by supplier, status, and bluetooth availability.
Import vehicles
This option is only used by the Fleet Management Team to create bike IDs simultaneously in specific situations, such as the launch of a hub.
Create new vehicle
This option is only used by the Fleet Management Team to create new bike IDs manually without using the Import sheet option.
To-dos in this dashboard
Check the number of bikes at the hub: filter out the statuses Stolen bike, In transfer, and At supplier. Then scroll down on the dashboard. At the bottom, you'll see the number of entries:
Check the number of damaged bikes: filter for the statuses Maintenance required and Partly operational. These bikes must have an open damage report. You can see the reports under the column Reported damages.
To see more about fleet management, click here.
Vehicle information sheet
When you select a vehicle, you are redirected to the vehicle information sheet. Here, you can see more detailed information on the vehicles and take several actions, such as reporting damages. The sheet is divided in 3 tabs: Vehicle monitoring, General settings and Damage reports.
Vehicle monitoring
Here, you see the same fields for the vehicle as the Fleet management overview, as well as the vehicle’s assignment history.
Under Change status, you can change the status of the vehicle.
Under Archive, the Fleet Management Team can archive the vehicle. A vehicle must be archived in the following situations:
The vehicle doesn't exist anymore.
The vehicle was replaced.
The model isn't used anymore.
The vehicle was wrongly infleeted and must be re-infleeted.
If you notice any of these situations, contact the Fleet Management Team to archive the vehicle.
General settings
Here, you can see all the information of a vehicle’s ID that is being created in the tool.
Damage reports
Reporting damages
Use this tab when you want to report a damaged vehicle. Here’s how to do it:
Select the Report damage button.
Choose the Category, meaning the type/place of the damage.
Name your report as accurately as possible.
Describe the damage as detailed as possible.
Select Save.
Closing a damage report via status change
Under Change Status, select Maintenance required > Operational.
On the Status pop-up, select Set to fixed.
All damages on the vehicle are set to Fixed and the bike has the status Operational.
Damages
On the top-right, in Damages, you find a list of all the damages reported for all bikes. You can also see several informational categories about the bikes and their damages, information filters, and the option to close a damage report.
For damages to batteries, report them under Submit a request > Fleet issue/missing bike > Problem with batteries, power adapters, locks or keys.
How to close a damage report
Once the bike has been fixed by the mechanic and they have closed the report, the system will automatically update to show the bike is operational.
WF (Workforce tool)
Here, you see all the metrics related to the hub and the employees. The main dashboard is divided in 2 sections: Hub performance and All employees. Below, under Main dashboard, you find a description of each of these sections, how to use the filters, and how to interact with the metrics.
When you select an employee, you are redirected to the Employee file. The Employee file is divided in 4 different sections: General overview, Actions, Account settings, and Feedback tracker. Each one is described below under Employee file.
Hub Managers can see an explanation of the compliance file here.
Main dashboard
Hub performance
Here, you find the following metrics for Riders, OA's and OA's+:
No-shows: number of shifts with an unjustified absence divided by [worked shifts + shifts with unjustified absence] within a selected period of time.
Late shifts: percentage of shifts worked within a selected period where the (Quinyx) punch-in was more than 15 minutes after the planned shift start.
% Acceptance rate: number of trip offers accepted at the selected hub divided by the number of trip offers created at the selected hub (excludes offers manually unassigned in the Hub Portal).
Deliveries per online hour (UTR): number of orders delivered at the selected hub, divided by the number of hours the employees were online in the Workforce App at the selected hub (excluding temporary offline and break time).
Average picking time per item: total seconds spent picking (excluding packing time) at the selected hub, divided by the number of items picked at the selected hub.
Post-delivery issue rate: number of orders at the selected hub with post-delivery issues (damaged/wrong/missing/perished issues reported via CS) divided by total number of internal orders picked at the hub.
All employees
Here, you find columns with the following information about Riders, OA's and OA's+:
Name
Position
Performance group: the performance group value signifies the employee’s performance over the selected calendar week.
The formula only checks the performance against metrics that are relevant for the employee’s job title/shift types done. For example, a Rider will not be evaluated for their picking time to determine their performance.
The employees are grouped into the following categories:
Top performer: all of the relevant performance metrics are above the hub average and employee has 0 no-shows.
Good performer: only one of the relevant performance metrics is below the hub average or the employee has been late to the shift.
Low performer: some of the relevant performance metrics are below the hub average.
Worst performer: most of the relevant performance metrics are below the hub average or the employee has done a no-show.
Home hub
Activity (status of activity: Temporarily offline, Offline, Online, etc)
No-shows
Late shifts
Acceptance rate
Last shift
Last feedback
Employment status (In probation, Termination requested, Passed, etc)
Filters
Under the title All employees, there are 4 filters:
Termination eligibility: filters employees' cases from critical to least critical or vice-versa.
Employment status: filters employees by the status of their employment (passed probation, external, etc)
Performance group: filters employees according to their performance in the calendar week you selected.
Next shift: filters employees according to the time of their next shift.
When you navigate the metrics in Hub Performance, you see columns with specific information about each metric for all employees. Read more about it in the next dropdown.
How to interact with the metrics fields in Hub performance
On the upper-right corner, choose the date.
Choose the metrics of your interest:
If you choose No-shows or Late shifts (compliance metrics), you see the No shows, Late shifts, and Last shift at any hub any employee worked at, sorted in descending order (most to least).
If you choose % Acceptance rate and deliveries per online hour (UTR) (rider metrics), you see the Acceptance rate and deliveries per online hour at any hub the Riders worked at, sorted in descending order.
If you choose AVG picking time per item and Post-delivery issue rate (OA metrics), you see the Average picking time per item and Post-delivery issue rate at any hub the OA's worked at, sorted in descending order (most to least).
Employee file
General overview
Once inside the Employee file, you see the following information from the employee:
Employee number
Rider ID
Status (Online, Offline, etc)
Job position (name of their position)
Actions (Set temporarily offline, Allow early punch-in, Block)
Account settings
Feedback tracker
Actions
On the top-right, you have the Actions dropdown. Here, you can perform 3 actions: Set Temporarily Offline, Allow Early-Punch-In and Block. See more below.
How to set the Rider's status to Temporarily offline
Read the process here under Internal employees > Setting a Rider as Temporarily offline.
How to switch the Rider's status back to Online (available)
Read the process here under Internal employees > Setting a Rider back to Online (available).
Block/Unblock
Read the process here under Internal employees > Unblocking employee accounts.
Account settings
In this tab, you see the personal information of the employee, such as their email, phone number, home hub and working hub (the hub they currently work in). You also have the option to apply changes to any of these fields. If you need to do it, make sure to always select Save.
You can also reset their password/generate a new password by selecting Reset password or Generate password.
Read more about it here under Internal employees.
Feedback tracker
Here, you can log feedback about an employee. You can also find previously given feedback.
How to leave feedback
Select Add feedback.
On the Metric dropdown, choose the metric you want to give feedback on.
Select the date of the feedback discussion.
In the textbox Feedback, write the feedback on the employee.
On the bottom-right, select Add feedback to save it.
You can refer back to it in the Employee file.
Equipment
Here, you find all the information you need to know about Rider equipment. You can see all the ordered equipment, the Riders who ordered it, eligible Riders for equipment, delivered equipment, and more. You can also perform several actions described in the dropdowns below.
Hub Managers can see all the Rider equipment and fleet management processes here.
Equipment funnel
On the top-right, you see all the stages of equipment requests, receival, rejection, unclaiming and returning by the Riders:
Eligible: in this stage, you find the Riders who've recently completed 3 shifts are eligible to order equipment through the Workforce app.
Ordered: in this stage, you find the Riders who ordered equipment via Workforce app.
Assigned: in this stage, you find the Riders Riders whose equipment arrived at the hub and was assigned/given to them.
Claimed: in this stage, you find the Riders who confirmed they received their equipment in the Workforce app.
Archived: in this stage, you find the Riders who returned, unclaimed or rejected equipment.
For each of this stage, you must perform actions related to them. See more about this in the next dropdown.
Equipment-related actions
Rider ordered equipment
When the equipment ordered by the Rider arrives at the hub, give it to them or assign it to them by writing their name on the equipment and putting it on a dedicated shelf.
Go to the Ordered stage.
Select the Rider and click Mark as assigned to register that the equipment was assigned to them.
The Rider is automatically moved to the stage Assigned.
Rider was assigned equipment
Once the equipment is assigned to the Rider, they must claim or reject it in the Workforce app.
If they claim it, they confirm that they received the equipment and are automatically moved to the Claimed stage.
If the gear isn't claimed by the Rider, select the Rider in the Hub Portal and click Mark as unclaimed.
If they reject it, they have to give it back to the hub and order new gear in the Workforce app.
Confirm the rejection in the Hub Portal:
Select the Rider and click Mark as rejected.
Important:
If the equipment was assigned to a Rider, we assume that they collect it within 14 days. After 14 days, the status of the rider will automatically change to Claimed.
Rider left and wants to return gear
If a Rider no longer works for Flink and wants to return their Flink jacket, they can do so before their exit date.
If they returned their Flink jacket before the deadline:
Go to Claimed.
Select the Rider.
Click Mark as returned.
The deposit will be transferred to the Rider shortly after.
Important:
You must click Mark as returned, as it's the only way for the Rider to get their deposit back.
Log
Here, you see all the movements the stock goes/went through in the hub, from being inbound to being outbound as expired, damaged, donated, etc.
Functions and actions
At the top of the dashboard, you can filter the products according to the following categories:
Reasons:
General (Order, Check-in, Expired, etc).
Corrections (Low Stock, Rolling Inventory, Out of stock, etc).
Changed quantity: changes in the number of stock.
Date and time.
Once you use the filters, you see all the stock that went through the movements, date and time of your choice. For example, if you filter for stock that is expired, you see all products marked as Expired in that specific date and time.
You can also see other information, such as the product’s SKU, name, the ID of the employee who performed that movement, the date, hour, and the stock level. The stock level includes the number of products in stock, the ones that were in stock, and the final number of usable products.
Customer feedback
This is where you can see live customer feedback on post-order issues and resolve issues.
Functions and actions
At the top of the dashboard, you will see an overview of the three types of issues:
Post-Delivery Issues
Issue: Customers sometimes receive wrong, damaged, or missing items in orders.
Action:
Check the stock and correct if needed, then speak to OA or Rider associated with the order.
Check the stock for items with other issues and speak to OA or Rider if needed.
Choose a Resolution Option and leave an optional comment, then click Resolve.
Cancelled Orders
Issue: Orders that could not be delivered and returned to the hub need to be put back into the inventory.
Action:
Check products are still safe to be resold (frozen, fresh meat & dairy should be disposed of).
Return the items that are safe to be resold to the inventory via positive stock correction.
Choose a Resolution Option and leave an optional comment, then click Resolve.
Rider Feedback
Issue: Positive or negative feedback from customers about riders and the way they handled the order.
Action:
Speak with the rider to understand their side or to give positive feedback.
Give improvement feedback, let the rider know how they can improve, and if it’s a serious issue, escalate to your Hub Manager.
Type a comment on the action you took, then click Resolve.
FAQ
How can I find the customer phone number?
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