Offline Notepad
View raw
**** B R E A K S C H E D ****
_UBER Immediate 10:00 PM - 11:15 PM _UBER Break 1 11:15 PM - 11:30 PM _UBER Immediate 11:30 PM - 12:45 AM _UBER Immediate 11:30 PM - 12:45 AM _UBER Lunch 12:45 AM - 1:45 AM _UBER Immediate 1:45 AM - 4:30 AM _UBER Break 2 4:30 AM - 4:45 AM _UBER Immediate 4:45 AM - 7:00 AM
=======================================
*** D O C U M E N T A T I O N ***
User Authentication Successful: Yes User Concern: Trip details: Purecloud URL: #LOB: Earner AP + D CX Diamond Resolution provided: #KB:
Transferring to
Call reason:
Resolution:
Other:
=================================
*** C360 ***
#Root Cause Taxonomy - C360 Start#
ROOT CAUSE IS PROCESS: ROOT CAUSE IS POLICY: ROOT CAUSE IS AGENT ERROR: ROOT CAUSE IS PRODUCT: ROOT CAUSE IS N/A: WERE THE USER'S EXPECTATIONS JUSTIFIED? (USE POLICY AND PRODUCT ONLY):
ROOT CAUSE EXPLANATION #Root Cause Taxonomy - C360 End#
=================================
*** F L E X - T E M P L A T E ***
Name: Jovilyn Sta Cruz TL: Sidney Chua Bliss: https://bliss.uberinternal.com/contacts/1a00321a-8aa8-49d3-8a12-d8722d84ad46 Amount: 5 USD Reason/Issue: Fare seems low
================================== *** U P F R O N T - F A R E S ***
Fares are no longer based on fixed time and distance alone. Instead, upfront fares are based on several factors, including base fare, pickup length, estimated trip length and duration, and destination. Surge value is also included in the fare. Wait time fees and tips are not included, but they’ll continue to be added as soon as they’re paid out. Amounts related to Quests, Consecutive Trips, and other driver promotions will continue to be added to your balance as they’re paid out as well.
============================ *** O U T A G E S ***
General Driver App Issue (issue type not listed) - 06/24/2022 | Uber Pro Points not showing on the driver app https://jira.uberinternal.com/browse/GSDFE-38339
https://jira.uberinternal.com/browse/GSDFE-39387 Unable to use Instant/Flex Pay (error) - 07/01/2022 Unable to Cash out | Instant pay not working [ NARRI ERROR]
Please track all affected contacts here https://docs.google.com/spreadsheets/d/10aDe4sNzCH9QDIdYaHVg1T23ZlVSw9j24Lc2oIgkjpw/edit#gid=0
HEAD UP DIN sa uber eats diamond promotion yung $75 na earning will be provided to the driver on July 5 us_diamondxp_ubercash_june22_treatment
check the tags ah
https://uberkb.lightning.force.com/lightning/r/Knowledge__kav/ka04Q000000t7qcQAA/view
Driver > Account > Driving Rewards > Rewards program > Rewards
Jira for Driver unable to go online - Unable to go online because BGC is not submitted / BGC Expired https://jira.uberinternal.com/browse/GSDFE-39998
[2022-07-11] Driver Terms and Conditions blocker preventing compliant partner from going online
========================================
***** L O S T - I T E M *****
-Name of Driver: -Issue: -Trip Time and Date:
- if unable to provide the correct one, ask driver to narrow it down to 3 possible trips: -Item: -Item returned directly to rider: -Can we share phone number to rider:
- If YES, please provide the number:
User Authentication Successful: Yes User Concern: Driver found item Trip details: NA Purecloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/98bbbb99-2bec-4816-808f-c0e4ca2b6d22 #LOB: Earner AP + D CX Diamond Resolution provided: Route to Lost Item #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Call reason: Driver found item Resolution: Route to Lost Item Other: NA
================================
*** K B ***
https://uberkb.lightning.force.com/articles/en_US/Knowledge/Tech-Issues-Earners
https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM
https://uberkb.lightning.force.com/articles/en_US/Knowledge/Standards-Service-Questions-Overview-NORTHAM
****** U B E R - E A T S *****
User Authentication Successful: Yes User Concern: DP disputing fare for the specific order Trip details: June 24th 2022 12:42am EDT Purecloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/653cfc51-203f-4fc1-b08f-7ac59d7d6174 #LOB: Earner AP + D CX Diamond Resolution provided: Transfer to Past order as we don't handle fare concern for specific eats order #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM Transferring to: Past Order Call reason: DP disputing fare for the specific order Resolution: Transfer to Past order as we don't handle fare concern for specific eats order Other: NA
***D O C U M E N T - P E N D I N G ***
User Authentication Successful: Yes User Concern: Driver document is pending Trip details: NA Purecloud URL: https://apps.mypurecloud.com/dpendingirectory/#/engage/admin/interactions/88e273df-0507-40bd-9897-245a2294ac3d #LOB: Earner AP + D CX Diamond Resolution provided: Step 1. Adv we will escalate this to our specialized document team. Filled out esc. form . Added note in the account #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/US-C-Document-Pending Call reason: Driver document is pending Resolution: Step 1. Adv we will escalate this to our specialized document team. Filled out esc. form . Added note in the account Other: NA
Doc Pending Escalation Filed form : https://docs.google.com/forms/d/e/1FAIpQLSfWyQfkriaXDO-67iEAU15pWczOtDIjXgkcgP3K_d_i4izN1Q/viewform?vc=0&c=0&w=1
================================ *** F L E X ***
KB Static URL : https://uberkb.lightning.force.com/articles/en_US/Knowledge/DiamondPhoneFlexPolicy-NORTHAM
Note: diamond_driver_out_of_policy_flex_spend - Google Form submitted
Form: https://docs.google.com/forms/d/e/1FAIpQLSeC5geM3kBJccsm20zv2cRn8ehSHfMU94y0EDOM7cM8nJ2Qtw/viewform
schua1@ext.uber.com
*** U B E R - C A S H***
User Authentication Successful: Yes User Concern: Driver asking when will he able to receive $75 for achieving diamond status. Trip details: NA Purecloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/2f5c8169-2842-4b56-afa3-df52bd0a0e0b #LOB: Earner AP + D CX Diamond Resolution provided: Driver has this tag us_diamondxp_ubercash_june22_treatment. Adv the $75 of Uber Cash from Eats Pro - Uber Cash Diamond Rewards will be deposited on July 5, 2022. #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Eats-Pro-Uber-Cash-Diamond-Reward
Call reason: Driver asking when will he able to receive $75 for achieving diamond status. Resolution: Driver has this tag us_diamondxp_ubercash_june22_treatment. Adv the $75 of Uber Cash from Eats Pro - Uber Cash Diamond Rewards will be deposited on July 5, 2022. Other: NA
Contact type : Driver > Account > Driving rewards > Rewards program > Rewards
You must achieve Diamond status during the month of June. Deadline for the promotion is July 1, 2022 You must maintain a satisfaction rating of at least 95% during the run of the promotion. You must have a valid rider/eater account for rewards deposit (using the same phone number as your driver account).
=====================
*** SR ***
Name: Jovilyn Sta Cruz WD ID: 10053802 Issue Reason: Bliss Link: Date: Time: EXT: jstac@ext.uber.com Comments: na
==============================
Name: Jovilyn Sta Cruz WD ID: 10053802 Issue Reason: Ghost call Bliss Link: https://bliss.uberinternal.com/contacts/37aa036a-ee70-4d88-83ac-d1fece13ffa2 Date: 07/21/2022 Time: 6:20 AM MNL EXT: jstac@ext.uber.com Comments: na
===================================
** Delete vehicle ***
User Authentication Successful: Yes User Concern: Driver request to delete one of his vehicle Trip details: NA Purecloud URL: https://apps.mypurecloud.com/directory/#/engage/admin/interactions/73216fb2-8869-4838-9592-ba03f3b2c5ed #LOB: Earner AP + D CX Diamond Resolution provided: Step 14. Removed 2011 Jeep Grand Cherokee (JWN2748) as per driver's request. Added note in the account #KB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Edit-Vehicles-NORTHAM
Call reason: Driver request to delete one of his vehicle Resolution: Step 14. Removed 2011 Jeep Grand Cherokee (JWN2748) as per driver's request. Added note in the account Other: NA
Account note: Earner vehicle deletion request - [vehicle info] - [link to ticket]
============================== CHRONICLE NOT DISPLAYING TRIPS IN BLISS https://uberkb.lightning.force.com/articles/en_US/Knowledge/2022-06-21-Chronicle-experiencing-latency-and-failing-to-load
Chronicle fare tab failing to load in Bliss https://uberkb.lightning.force.com/articles/en_US/Knowledge/2022-02-09-Chronicle-fare-tab-failing-to-load-in-Bliss
Latency in Bliss when loading contact - Bliss Latency https://jira.uberinternal.com/browse/GSDFE-20355
Select eligible vehicle error in the app: https://jira.uberinternal.com/browse/OC-188999
================= wants to know if we're not sending congratulation message for his uber eatsdelivery
320 Washington St, Newton, MA 02458, US
400 Terminal Rd, Boston, MA 02128, US
$50.22 In range ($50.00-$55.00)
https://bliss.uberinternal.com/contacts/a3f6e203-3ea1-4049-87a4-584b33de2ff6