Shared note · Offline Notepad

User Authentication Successful: Yes User Concern: dp requested to review those payment last week until now since he noticed that he have a payment that he didn't get it Trip Details: n/a PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/c9d74eda-933a-40d2-9797-c0eedb0a972b Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: n/a Chronicle Link: N/A Transferring To: PAYMENT GOLD JIRA/SR: N/A Outbound Contact Link: N/A https://blissnxt.uberinternal.com/tabs?tabs=contact:2166253c-e77c-4a27-901c-bbfe3e8095cf&view=0

######################### User Authentication Successful: Yes User Concern: Eater cancelled before food pickup / Waited a long time for single pickup Trip Details: October 20th 2023 9:27am CDT /October 20th 2023 9:36am CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/a8ad136c-eaea-4d26-8cc4-19b92d0a371a Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#4 / ADDED $5 / STEP#2 / CALL THE STORE / ENCOURAGE TO CANCEL TEH ORDER / ADDED $5 / EXCEPTION 1 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Eater-cancelled-before-food-pickup-NORTHAM-v2 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Waited-a-long-time-for-single-pickup-v2 Order ID: 45A56 /4BECB Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:5840fef9-d453-44eb-bd0c-d333d66fc430&view=0

https://blissnxt.uberinternal.com/tabs?tabs=contact:5c9f8429-2540-4e3f-840e-1a5c45103ecc&view=0

######################### User Authentication Successful: Yes User Concern: BASE FARE/ tips Trip Details: October 20th 2023 6:10am PDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/f854af57-5c9f-4d94-8bf1-ce7838198606 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A /educate the dp / transferred call #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/US-DP-Upfront-Pricing-Base-fare-repricing Order ID: 0A724 Chronicle Link: N/A Transferring To: PAYMENT DIAMOND JIRA/SR: N/A Outbound Contact Link: N/A

https://blissnxt.uberinternal.com/tabs?tabs=contact:eb66b157-4017-4549-b173-22ce96e3e92d&view=0

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User Authentication Successful: Yes User Concern: Couldn't confirm ID due to tech issue Trip Details: October 20th 2023 11:10am EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/34c91dc7-be23-4ffe-8aca-f6837692f608 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#13 / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Delivery-Person-Alcohol-Delivery-Orders-and-Tech-Issues-NORTHAM-v2 Order ID: Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

#alcohol_idscan_bug ######################### User Authentication Successful: Yes User Concern: waited a long time at pick up / UBER DIRECT ORDER Trip Details: October 20th 2023 11:22am EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/ad1561bb-f950-4db7-9659-768c90335775 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A /educate the dp / transferred call #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Delivery-Person-Alcohol-Delivery-Orders-and-Tech-Issues-NORTHAM-v2 Order ID: A793E Chronicle Link: N/A Transferring To: Uber direct JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Order already picked up by another delivery person Trip Details: October 20th 2023 11:29am EDT PureCloud URL:https://apps.mypurecloud.com/directory/#/engage/admin/interactions/65c0a951-d40b-4145-a31c-d97c61c31212 Callback URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/579c31db-eb93-4bee-a6ef-7b1ab524629e #LOB: US Courier CX Resolution Provided: Step#6 / CANCELLING THE ORDER/ ADDED $3 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 Order ID: 36336 Chronicle Link: N/A Transferring To: NA JIRA/SR: Agents unable to perform Bliss actions (general - error) - Calls automatically gets disconnected. https://jira.uberinternal.com/browse/GSDFE-86807 Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:eaf965a7-d519-4cff-91a8-fc8ab455d864,contact:ea472c15-37a2-43a5-8477-6db903bf85bb&view=0

https://blissnxt.uberinternal.com/?tabs=contact:ea472c15-37a2-43a5-8477-6db903bf85bb&view=0

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User Authentication Successful: Yes User Concern: Upset about long distance to dropoff Trip Details: October 20th 2023 11:36am EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/d6c2356a-35cf-4a90-80ca-ab3eaeb08faf Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#1/ EDUCATE THE DP #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Upset-about-long-distance-to-dropoff-v2-NORTHAM Order ID:C84EE Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

Phone Escalation Notes Start

Guidance Provided: he insisted to get a fair payment since this order have a long mileage 7.8 mile but he only recieve 3.66 and he request to talk a supervisor

Phone Escalation Notes End

######################### User Authentication Successful: Yes User Concern: Accidentally started trip instead of cancelling/Unable to sign in or go online Trip Details: October 20th 2023 11:06am CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/05714008-87ee-49d9-ab73-78c879ad2ea8 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / CANCELLING THE ORDER/ TRANSFERRED CALL #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-started-the-trip-instead-of-cancelling Order ID: E518B Chronicle Link: N/A Transferring To: account DIAMOND JIRA/SR: N/A Outbound Contact Link: N/A https://blissnxt.uberinternal.com/?tabs=contact:1a35de99-0490-4d8a-9dcb-57bcb7baa5ad&view=0

######################### User Authentication Successful: Yes User Concern: Waited a long time for single pickup Trip Details: October 20th 2023 12:04pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/3e814410-d502-4b09-90f6-ef935bf4fafb Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / CALL THE STORE/ENCOURAGER TO CANCELLING THE ORDER / EXCEPTION 1 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Waited-a-long-time-for-single-pickup-v2 Order ID:9E6A9 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Accidentally started trip instead of cancelling/Unable to sign in or go online Trip Details: October 20th 2023 11:46am EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/0004bdb5-60ff-4921-a3a0-2ad766abec36 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2/ CANCELLING THE ORDER #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-started-the-trip-instead-of-cancelling Order ID: 52F08/73716 Chronicle Link: N/A Transferring To: ACCOUNT JIRA/SR: N/A Outbound Contact Link: N/A

https://blissnxt.uberinternal.com/?tabs=contact:90b485d1-0973-4780-a8f7-efb570cee270&view=0 ######################### User Authentication Successful: Yes User Concern: Order already picked up by another delivery person./ Eater cancelled before food pickup Trip Details:October 20th 2023, 11:48 am PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/8b6b2bf7-5132-4502-b361-c4f170264c3e Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#7 /ADDED $3 FOR BOTH ORDERS / STEP#4 ADDED $3 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Eater-cancelled-before-food-pickup-NORTHAM-v2 Order ID: 01864 /C86C7 Chronicle Link: https://chronicle.uberinternal.com/trip/3cc41864-50ce-4a95-963a-c3fa9f452900/overview Chronicle Link: https://chronicle.uberinternal.com/trip/3cc41864-50ce-4a95-963a-c3fa9f452900/overview Chronicle Link: https://chronicle.uberinternal.com/trip/bd902b08-f303-452a-bacb-545ffc9cf078/EC101 Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:d249e851-a1ec-42b3-8a2f-97254f825d98,contact:48302b31-7036-4025-aa72-d9abe1a97da7&view=0 https://blissnxt.uberinternal.com/?tabs=contact:1b15375d-9378-4335-a8d8-0910c99156ea,contact:48302b31-7036-4025-aa72-d9abe1a97da7&view=0

######################### User Authentication Successful: Yes User Concern: THE DP ARE REFERRING ALL BAOUT WALMART DELIVERY AND GET EXTRA MISC Trip Details: N/A PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/40f2a6eb-99dc-4d4b-b27d-5933790ed163 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: N/A Chronicle Link: N/A Transferring To: UBER DIRECT JIRA/SR: N/A Outbound Contact Link: N/A

DON'T TRANSFERRED THE CALL TO PATS AND LIVE DEPARTMENT IF THE CONCERN OF THE DP IS WALMART ORDER THIS IS HANDLED BY NEW VERTICAL OR UBER DIRECT

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User Authentication Successful: Yes User Concern: TIPS Trip Details: October 20th 2023 9:34am PDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/c01535b1-8e0d-4c9e-9f4c-72706032ae2b Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: E2EBB Chronicle Link: N/A Transferring To: PAYMENT JIRA/SR: N/A Outbound Contact Link: N/A

https://blissnxt.uberinternal.com/?tabs=contact:c4051d06-d68b-4537-9b3e-78a2b229a96f&view=0 ######################### User Authentication Successful: Yes User Concern: THE DRINKS SPILLED BUT THE DP DIDN'T PROCEED TO DELIVERY EVENTHOUGH THE OTHER PART IS NOT DAMAGE Trip Details: PureCloud URL: Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-started-the-trip-instead-of-cancelling Order ID: 85A0B Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/tabs?tabs=contact:cb9112e3-298d-4bc1-8332-0a6dc38c9f65,contact:6dcb8747-f6b8-49d6-b812-7dfb6f878bce&view=0

######################### User Authentication Successful: Yes User Concern: Feedback Trip Details: N/A PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/9f283d11-33c4-4404-a662-f567728704f6 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: N/A Chronicle Link: N/A Transferring To: ACCOUNT JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: DP ARE REFERRING ALL ABOUT THE PIN Trip Details: October 20th 2023 1:05pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/4728ee5c-f3a9-459e-8d09-23a07ee3de98 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A I forgot to get the Eater's PIN. / WALKTHROUGH THE DP #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/USCDPhandshake Order ID: 1508F Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A https://blissnxt.uberinternal.com/?tabs=contact:b1a0e232-5031-4821-9f0a-731009f636a2&view=0

######################### User Authentication Successful: Yes User Concern: Trip Details: PureCloud URL: Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / CANCELLING THE ORDER #KB: Order ID: Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

https://blissnxt.uberinternal.com/?tabs=contact:135d9075-baed-4b51-b465-0370d32b223f&view=0 ######################### User Authentication Successful: Yes User Concern: Accidentally started trip instead of cancelling / DP CAN'T SEE "ACCEPT" IN THE APP Trip Details: October 20th 2023 12:54pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/dc634175-b5a9-4c76-97de-dc1244b1f3bd Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 /CANCELLING THE ORDER / TRANSFERRED CALL #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-started-the-trip-instead-of-cancelling Order ID: 42415 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Tips Trip Details: October 20th 2023 12:46pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/903ede07-761b-46f2-b830-e9a081991344 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#13 / EDUCATE THE DP #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/tips Order ID: 7AF73 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Eater cancelled before food pickup Trip Details: October 20th 2023 12:21pm CDT PureCloud URL:https://apps.mypurecloud.com/directory/#/engage/admin/interactions/9479d641-eca8-44bf-8f96-c384c26a1496 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#4 / ADDED $4 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Eater-cancelled-before-food-pickup-NORTHAM-v2 Order ID: 46A1A Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Accidentally ended or canceled trip early Trip Details:October 20th 2023 1:28pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/d96f4c50-9200-4287-b200-cde83dc64eec Callback URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/28802387-fa5f-4849-bb61-52c841c60d6e #LOB: US Courier CX Resolution Provided: Step#N/A/WHILE I CALL CUSTOMER WE GOT DISCONNECTED / CALLING BACK #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-ended-or-canceled-trip-early Order ID: F3FC4 Chronicle Link: N/A Transferring To: NA JIRA/SR:Agents unable to perform Bliss actions (general - error) - Calls automatically gets disconnected. https://jira.uberinternal.com/browse/GSDFE-86807 Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Asked to clarify order details or status/ Customer changed destination address Trip Details: October 20th 2023 11:03am CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/d978118e-aa34-48de-99a1-dd5ebd0a2932 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / EDUCATE THE THE TIMER WAS ENDED BUT / STEP#10 / ADDED $4 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Asked-to-clarify-order-details-or-status-v2-NORTHAM #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Customer-changed-destination-address-v2 Order ID:86B76 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

Misc payment for Customer change destination address [86B76] - $[4] Added [https://blissnxt.uberinternal.com/?tabs=contact:05c4174d-7f91-4142-832b-218089da4c8b&view=0] ######################### User Authentication Successful: Yes User Concern: Order already picked up by another delivery partner Trip Details: October 20th 2023 1:01pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/33724a6c-9fda-40e7-bb56-61f8daad7cef Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#6/ CANCELLING THE ORDER / ADDED $3 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 Order ID: 11917 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link:https://blissnxt.uberinternal.com/?tabs=contact:8801a632-6733-41af-b405-293354b3b585,contact:2a6248a0-95cc-46c7-96b9-7cce2116a33f&view=0

######################### User Authentication Successful: Yes User Concern: THE APP ASKING TO UPLOAD VEHICLE INSURANCE BUT DP ONLY RIDE WITH HIS BIKE NOT A CAR / AND HE RECIEVED AN EMAIL TAHT JE IS OVER SPEEDING Trip Details: PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/2d883dd7-351c-4ac1-8fc4-cf278dfe383a Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: N/A Chronicle Link: N/A Transferring To: ACCOUNT JIRA/SR: N/A Outbound Contact Link: N/A

https://blissnxt.uberinternal.com/?tabs=contact:2dd6ebca-bbef-44ef-9689-3c65fd1f6208&view=0 #########################

User Authentication Successful: Yes User Concern: REFERRING ALL ABOUT THE PIN / THE CUSTOMER DON'T KNOW THE PIN AND CUSTOMER ALREADY GET THE ORDER BUT DP ALREADY MARK AS COMPLETED BY DOING OR CLICK CAN'T CONFIRM PIN Trip Details: October 20th 2023 1:16pm EDT PureCloud URL: October 20th 2023 1:16pm EDT Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A /EDUCATE THE DP SINCE ITS COMPLETED / DOCUMENT WHAT HAPPENED #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/USCDPhandshake Order ID: 7DD61 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://bliss.uberinternal.com/contacts/9d8633e2-a3ba-4d1d-ae88-682f0f504a3b

https://blissnxt.uberinternal.com/?tabs=contact:90a5798f-5b8f-4389-80fd-c22e7deb4c1d&view=0 ######################### User Authentication Successful: Yes / MANUALLY VERIFY User Concern: DP WANT TO CANCEL THIS CPP ORDER BECAUSE HIS PHONE WAS SHUTDOWN Trip Details: October 20th 2023 1:23pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/19befe81-de57-451e-b3df-0b2d4bcccccb Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID:F6B82 Chronicle Link: N/A Transferring To: NEW VERTICAL JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: DP RECIEVE A VOICEMAIL ALL ABOUT THE ORDER TAHT THE CUSTOMER DIDN'T GET IT Trip Details: N/A PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/ae7672c3-3ae6-456e-a7e4-406e530421c2 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: N/A Chronicle Link: N/A Transferring To: ACCOUNT GOLD JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Order already picked up by another delivery partner Trip Details: October 20th 2023 1:08pm CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/a1558b3d-7c34-43c9-aa2f-eb7a9dec3385 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#6 / CANCELLING THE ORDER/ ADDED $3 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 Order ID: 29E7B Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:6fc25847-b919-479f-855b-a21b7ce0e24f&view=0

SUGGESTION OF THE DP : IF THE 1ST DP PICK UP THE ORDER THEY WILL BE NEEDING TO DEACTIVATE HIS ACCOUNT

######################### User Authentication Successful: Yes User Concern: Food spilled Trip Details: October 20th 2023 1:49pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/384b083e-a275-43aa-b740-cfe8d45242ac Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#3 / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Food-Spilled Order ID:F23C8 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:a4cdb0e7-355b-4f5b-87f5-13284593a892&view=0 https://blissnxt.uberinternal.com/?tabs=contact:dbb99694-8e1f-4d65-ad51-e0e53d136d68&view=0 #packaging_issue_BREAD LEAKING WHITE CREAM

######################### User Authentication Successful: Yes User Concern: SWITCH FLOW / THE / DP WANT TO TAK ELACOHOL ORDERS Trip Details: N/A PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/66f85a99-a90e-4055-a666-2d43cbb5869e Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: N.A Chronicle Link: N/A Transferring To: ACCOUNT JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Eater cancelled before food pickup Trip Details: October 20th 2023 12:15pm MDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/08af660f-0234-420c-8827-7040215a8bf5 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#4 / NO KISC DP WIAT LESS THAN 5 MINS #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Eater-cancelled-before-food-pickup-NORTHAM-v2 Order ID: CCD14 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

Phone Escalation Notes Start

Guidance Provided: he insisted to get a and he request to talk a supervisor

Phone Escalation Notes End

######################### User Authentication Successful: Yes User Concern: Restaurant gave incorrect order /Accidentally ended or canceled trip early Trip Details: October 20th 2023 2:39pm EDT PureCloud URL:https://apps.mypurecloud.com/directory/#/engage/admin/interactions/5cc5ce6b-1cfa-47ec-a99f-e7cf29d27381 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / EDUCATE THE DP THAT THE STORE CANCELLED BECAUSE THEY GAVE THE WRONG ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Restaurant-gave-incorrect-order #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-ended-or-canceled-trip-early Order ID: CB616 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: THE DP ASKED IF SHE CONFIRM THAT SHE PICK UP THE ORDER IF IT'S NOT DISAPPERED IN HER APP / SHE COMPLAINT THE STORE BECUASE THEY HAVE FUN TO BACKSTABBING HER EVERY DELIVERY THAT SHE PICK UP AT Beggars Pizza Trip Details: October 20th 2023 1:48pm CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/7b2e1143-27d3-4ad7-994b-eb98ffe8cf8e Callback URL: n/a #LOB: US Courier CX/ STEP#2 Resolution Provided: Step#N/A / EDUCATE THE DP ALL ABOUT THE PROCESS / STEP#2 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Asked-for-Overview-of-Eats-delivery-process-v2 #KB : https://uberkb.lightning.force.com/articles/en_US/Knowledge/Had-minor-conflict-with-restaurantx2 Order ID: 37083 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern:Delayed delivery due to road closure Trip Details: October 20th 2023 3:36pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/f1766c2d-294b-4721-861a-462591d40fc7 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#7 CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Delayed-delivery-due-to-road-closure-v2 Order ID: 41BCE Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: not greting request and referring all about cancellation rating Trip Details: n/a PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/74ad28ae-2c92-49ea-9720-36898954ed11 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / transferred call #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: n/a Chronicle Link: N/A Transferring To: account JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: dp referring all about the rides that he accidentally ended the trip Trip Details: PureCloud URL: Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / transferred call #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: n/a Chronicle Link: N/A Transferring To: driver cx blue JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Trip Details: PureCloud URL: Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / CANCELLING THE ORDER #KB: Order ID: Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Accidentally ended or canceled trip early Trip Details: October 20th 2023 3:54pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/87b8d55c-a363-421f-af23-96d4e6d79cf9 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#3 / educate the dp #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-ended-or-canceled-trip-early Order ID:5D7A5 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: ID wouldn't scan Trip Details: October 20th 2023 4:36pm EDT PureCloud URL: : https://apps.mypurecloud.com/directory/#/engage/admin/interactions/5902c440-827e-405c-b909-bf6c64828d27 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#15/ CANCELLING THE ORDER #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Delivery-Person-Alcohol-Delivery-Orders-and-Tech-Issues-NORTHAM-v2 Order ID: 7197B Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

#alcohol_dp_forgot_id_scan ######################### User Authentication Successful: Yes User Concern: Couldn't reach eater by phone or text / REFERRING FOR A PIN Trip Details: October 20th 2023 2:48pm MDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/f098c811-04d8-4c48-935a-6db40ffcefb1 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A/ HE ALREADY DELIVERED THE FOOD WHILE WE ARE ON THE CALL /I forgot to get the Eater's PIN. WALKTHROUGH THE DP IN THE APP #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Couldn-t-reach-eater-by-phone-or-text #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/USCDPhandshake Order ID:44A8E Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern:Waited a long time for single pickup Trip Details: October 20th 2023 4:52pm EDT/ October 20th 2023 4:21pm EDT/October 20th 2023 5:10pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/bb90672d-f8c1-4524-ab05-6bf59510530b Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / ENCOURAGE TO CANCELLING THE ORDER/ ADDED $4 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Waited-a-long-time-for-single-pickup-v2 Order ID: 104C0 /03C4F/992B3 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:ce8ead9e-32b0-4a1b-bd06-b4541fed6954&view=0 Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:96be9e94-e6ed-4251-b9a2-ab8ea5145bdf&view=0

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User Authentication Successful: Yes User Concern: Accidentally started trip instead of cancelling Trip Details: October 20th 2023 4:36pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/221225e2-ccd6-4bab-b9e4-71dfe534234a Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2/ CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-started-the-trip-instead-of-cancelling Order ID: F8B34 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Eater cancelled after food pickup Trip Details: October 20th 2023 2:26pm PDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/daf927fc-c469-4279-b47a-54488c82184c Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#1 / WHIEL WE ARE ON THE CALL THE ORDER GOT CANCELLED BYT THE CUSTOMER/ EDUCATE THE DP #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Eater-cancelled-after-food-pickup-v2 Order ID: 5F351 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Order already picked up by another delivery partner Trip Details:October 20th 2023 4:20pm CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/5178f96b-bd05-45b5-8049-fcffb56df592 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#6 / CANCELLING THE ORDER/ ADDED $3 #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 Order ID: 5BA55 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Waited a long time for single pickup / RDI DELIVERY CONCERN Trip Details: October 20th 2023 5:02pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/15a8f2d7-6cdb-4fcc-a6c7-f4830e12252e Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#1/EXCEPTION 1 / ADDED $3/ TRANSFERRED CALL #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Waited-a-long-time-for-single-pickup-v2 Order ID: CD59A Chronicle Link: N/A Transferring To: UBER DIRECT JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes / MANUALLY VERIFY User Concern: Accidentally ended or canceled trip early Trip Details: October 20th 2023, 5:04 pm PureCloud URL:https://apps.mypurecloud.com/directory/#/engage/admin/interactions/7ef96b36-b7d6-4b06-8614-79086a62418d Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / EDUCATE THE DP #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-ended-or-canceled-trip-early Order ID: DE091 Chronicle Link: https://chronicle.uberinternal.com/trip/14f334c7-8239-48ca-b3dc-c15e1d50360f/overview Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Order already picked up by another delivery partner Trip Details: October 20th 2023 4:42pm CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/05b1889a-183a-4e16-940f-bd4f680ce1e6 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#6/ CANCELLING THE ORDER /ADDED $3 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 Order ID: 057F6 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:3e25b9ea-571c-4be2-a8f2-5ca604e496eb,contact:5b6bc4c7-ce39-4146-add8-2bfa3bc3c6d0&view=0

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User Authentication Successful: Yes User Concern:Delivery partner made mistake Trip Details: October 20th 2023 4:02pm MDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/775ddcf1-494d-4bfe-bc9a-423ed2dfa3ed Callback URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/c13156bc-b581-4af7-a8a7-88cc785d0e22

#LOB: US Courier CX Resolution Provided: Step#1 / CANCELLING THE ORDER 2ND ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Delivery-partner-made-a-mistake Order ID: Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:3e25b9ea-571c-4be2-a8f2-5ca604e496eb,contact:5b6bc4c7-ce39-4146-add8-2bfa3bc3c6d0&view=0

######################### User Authentication Successful: Yes User Concern: Accidentally started trip instead of cancelling Trip Details: October 20th 2023 5:42pm CDT/October 20th 2023 5:41pm CDT Luby's (Floyd) / San Antonio / United States PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/8e56d992-ae82-4d84-b42a-0759671d5021 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Accidentally-started-the-trip-instead-of-cancelling Order ID: 1DADB/F53ED Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Earnings amount review Trip Details: N/A PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/b9288361-dac7-482b-8d66-2cd1d7bd66d4 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A / TRANSFERRED CALL #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: N/.A Chronicle Link: N/A Transferring To: PAYMENT JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: DELIVERY API ORDER THE ORDER IS NO SPECIFIC ADDRESS Trip Details: October 20th 2023 6:21pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/ae9d0016-c1e9-43a5-affb-15cfecd1ac94 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A /TRANSFERRED CALL #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: 8E667 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Order already picked up by another delivery partner Trip Details: October 20th 2023 7:22pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/48cdfea6-92bf-4cfe-bbd1-ad97b0d3dc65 Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#6/ CANCELLING THE ORDER/ ADDED $3 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Order-already-picked-up-by-another-delivery-personv2 Order ID: 0DD8 Chronicle Link: N/A Transferring To: NA JIRA/SR: Agents unable to perform Bliss actions (general - error) - Agents unable to perform Bliss actions (general - error) - Latency in Bliss when loading contact including doing actions (delay in Hold/Unhold, Chronicle loading, partner tools) https://jira.uberinternal.com/browse/GSDFE-105513 / HOLD ISSUES Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:0e03a8a8-b374-489c-badc-6e273e6727c5&view=0

######################### User Authentication Successful: Yes User Concern: Waited a long time for single pickup Trip Details: October 20th 2023 7:08pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/f8718034-51bc-47c2-b347-034d9ddafa1e Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / CALL THE STORE /ENCOURAGE TO CANCELLING THE ORDER / ADDED $4 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Waited-a-long-time-for-single-pickup-v2 Order ID: 2FDAA Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

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User Authentication Successful: Yes User Concern: Delivery partner made mistake / THE DP DELIVERED THE FOOD TO HIS SIBLINGS Trip Details: October 20th 2023 6:41pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/a1661b75-8717-448d-9d9f-97486236c68e Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#4 / EDUCATE THE DP #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Delivery-partner-made-a-mistake Order ID: Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:8fb000e0-b4c9-4f13-a9d2-a644d8a09f06&view=0

######################### User Authentication Successful: Yes User Concern: Waited a long time for single pickup Trip Details: October 20th 2023 7:20pm EDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/ff0e317d-df11-404b-a2fa-ac1bdd2889be Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#2 / CALL THE STORE / ENCOURAGE TO CANCELLING THE ORDER/ ADDED $5 / EXCEPTION 1 #KB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/Waited-a-long-time-for-single-pickup-v2 Order ID: 5D5B3 Chronicle Link: N/A Transferring To: NA JIRA/SR: N/A Outbound Contact Link: N/A

######################### User Authentication Successful: Yes User Concern: Customer changed destination address Trip Details:October 20th 2023 6:28pm CDT PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/df0c3f11-961a-40d1-860c-70a073738ccd Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#4 / CANCELLING THE ORDER #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Customer-changed-destination-address-v2 Order ID: 3AB09 Chronicle Link: N/A Transferring To: NA JIRA/SR: Latency in Bliss when loading contact - Bliss Latency Issue (Details not loading) https://jira.uberinternal.com/browse/GSDFE-92458 Outbound Contact Link: https://blissnxt.uberinternal.com/?tabs=contact:a7c36315-41cf-406c-a4ff-295b26a70846&view=0

Misc payment for Customer change destination address [Order ID] - $[misc payment amount] Added [https://blissnxt.uberinternal.com/tabs?tabs=contact:634f3c73-32a1-4457-8a80-590576f7ad27,contact:619bd728-f5a6-41f6-a899-a7bb113f47f8&view=0] [https://blissnxt.uberinternal.com/tabs?tabs=contact:634f3c73-32a1-4457-8a80-590576f7ad27,contact:619bd728-f5a6-41f6-a899-a7bb113f47f8&view=0] #########################

User Authentication Successful: Yes User Concern: the dp encounter an accident Trip Details: n/a PureCloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/a097a85b-d740-49f9-adc8-dd0b029d87ed Callback URL: n/a #LOB: US Courier CX Resolution Provided: Step#N/A /transferred call #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Order ID: n/a Chronicle Link: N/A Transferring To: rides safety JIRA/SR: N/A Outbound Contact Link: N/A

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