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On the PDA in the HOME screen there are two menus dedicated to calls

  • Calls
  • Calls by Head Office

Calls

Calls


The call menu icon on the HOME screen has two call indicators, top right (red) and bottom left (blue)

The RED indicator shows the number of calls that still need to be "solved"

The BLUE indicator shows the number of incoming calls still "to be accepted"


From this menu you enter directly into the calls management.

    The window consists of 4 TABS:

  • Requests
  • Calls
  • Appointments
  • Executed


  • REQUESTS: here you will see all incoming but not yet accepted calls on the device.

    In the list of calls that appears you find the reference data such as the code of the call, the date of insertion in Vega, information on the type of call, the reason, the customer, the code of the POS and its location, the average consumption and the number of reminders if there were any and also the SLA (service level agreement or the agreements made with the customer on the intervention time) if compiled in Vega.

 







By clicking on the call you can see the detail, in addition to all the references of the call already present on the header as seen above and so you can go to:

 FORWARD: If you press the forward button you pass the call to another user defined in Vega or chosen from the possible solutions:
 


It is sent to the technician set in data on the Point of Sale

It is sent to the technician defined as generic of branch in the Installation Data 

A list opens where all the users present in the staff table are displayed


By pressing the INFO button you can find out who placed the call and any notes

Information about the Operating Office  (by pressing the arrow on the side)
Under the entry Operating Office you find the information about the customer's calls.

Information about the POS   (by pressing the arrow on the side)

REJECT: when refusing the call you will be asked to enter the reason for the refusal. (It is necessary to fill in the table Intervention refusal reasons in Vega - TfrmTABMotiviRifiutoInterventi)

ACCEPT: By accepting the call, it will be passed for execution. 


 N.B.: Accepting the call does not at all mean "You accept therefore you do" but simply you "declare" to the system that you have seen the call that has come in and take charge of it.


  • CALLS : Here you find all accepted calls to be processed.

    In the list of calls that appears you find the reference data such as the code of the call, the date of insertion in Vega, information on the type of call, the reason, the customer, the code of the POS and its location, the average consumption and the number of reminders if there were any and also the SLA (service level agreement or the agreements made with the customer on the intervention time) if compiled in Vega.




N.B.: the symbol  generally indicates the urgency for the type of breakdown used and set in Vega as URGENT 

From the table Breakdowns reported / verified TABGUAS TGU_URGENTE  


The same symbol appears if you put URGENT on the call


  • APPOINTMENTS: These are still calls, but they are handled "by appointment". 
    The advantage of having an appointment is to have it highlighted immediately so that the user does not forget it and does not have to search through several calls.


The difference between call and appointment is made by the Obb. (CHIA_DCS_OBBLIGATORIA) flag next to the date Requested for.

                                  


  • EXECUTED: This is used as a summary of calls made during the day. The mask is reset and cleared with the synchronisation.










CALL EXECUTED BUT NOT SOLVED

When a technical call is made but the intervention has not been resolved, at the dialogue window "Vending Machine working YES or NO", if you reply NO the call will remain open in Vega and will remain among the calls to be performed by the PDA, marked by the graphic icon of the red spanner.



Calls by Operating Office


Calls by

Operating Office


In the Calls by Head Office you can view open calls still to be dispatched grouped by Operating Office

Caption:

  • R:       Refill calls
  • B:       Breakdown calls
  • O:       Other calls
  • C:        Complaint calls
  • C:        Commercial calls
  • TOT:   Total open calls

ATTENTION: The calls grouped by customer are clearly ONLY BY MERCH./TECHNICIAN of responsibility, it does not list the total number of calls on the customer.

From here you can access the calls directly by selecting the line of the customer whose calls you wish to view

Coming right up to here...

From here, the call can be taken as described below.

Pay attention to the number of calls indicated per Operating Office,

depending on the type of call (call or appointment)


THE CALL:

How to handle the call:



 














Even a call that has already been accepted can be later forwarded or rejected. The procedures are the same as described above.

In contrast to the calls yet to be accepted, there are two extra buttons here

  • TRAVEL:  
  • POS CHANGE:

TRAVEL: This is simply used to send Vega information about the time it will take the Merch. or Technician to reach the customer.  To do this you must select one of the options shown.

POS CHANGE:  To be used if the customer has not been able to correctly indicate the POS which is out of order or that needs to be refilled, so that whoever enters the call in Vega can conveniently assign the call to the first POS, indicating in the notes that the customer has not been able to specify...

At this point the Merch. or the Technician can indicate the correct POS, by pressing CHANGE PV the window with the list of the customer's points of sale will open, by selecting one of the points of sale the call will be automatically placed both in PDA and in Vega.

EXECUTE CALL: with the EXECUTE button you access directly to the call processing. Depending on the type of call (breakdown, refil, other....) the intervention page will immediately open in the case of a breakdown or the refilling menu in the case of a refuelling call.

N.B. 'Other' calls will be closed as soon as the EXECUTE button is pressed.

For the breakdown calls see Vega Touch - Interventions menu - Technical intervention (spot)

For the refil calls see Vega Touch - POS Refilling

How to enter a new call

You can enter a call directly from the CALLS menu by entering from HOME or from SEARCH PV

Go to the CALLS menu and select the REQUEST TAB at the top on the right you will find the button  press it to open the mask for entering a new call

You can immediately identify the Operating Office and POS by using the barcode to read the VM or POS code

You will immediately find two filters  that are not active by default

Only Currently Open Operating Offices:  If the filter is active, only the Operating Offices are filtered and displayed.

Search by Agent: if the filter is active  a search field opens where you can select

for Merch.   (the default value is MYSELF) open the drop-down menu  and choose from the list

for Technician  (the default value is MYSELF) open the drop-down menu  and choose from the list

Caption of job list about Vega staff table

 Merch.

 Technician

 Customer Care

 Area Head

 Hunter/Farmer

 Logistics

 Employee

 Warehouseman

 Other

 Management


If you have not used the barcode reader to read the code of the POS then Select an Operating Office by opening the drop-down menu 

Once you have selected your Operating Office you can

  • Activate the "I do not want to select a POS" filter, if it is activated,  a call will be opened directly on the operating office and not on the point of sale

if you do not select a point of sale some call types will not be available

  • Still opening the drop-down menu Select a Point of Sale 

Once you have selected the POS, press the NEXT button at the bottom right

Select a Type of Call

 REFILL  ***

 BREAKDOWN  ***

 COMPLAINT

 COMMERCIAL

 MONEY BOXES COLLECTION  ***

 REFUND

 OTHER

***  this type of call is not available if the "I do not want to select a POS" filter is activated 

Select a type of call, indicate the reason for the call from the list that appears, then press CONFIRM and the call will be opened, recorded in Vega and sent to the PDA of the Merch. or the Technician in charge.

Check in agent table - Technical Data - Call assignment permits

No permits: the Merch. will not be able to change the receiver of the call

Branch people in charge/Myself: the Merch. will not be able to change the receiver of the call among those indicated in the field

Branch employees: the Merch. will be able to decide whether to send the call to itself or to the branch officer set up in Vega - Tables - Branches

Complete permit: In addition to the above possibilities the Merch. will also be able to access the list of Merchs / Technicians and decide to whom the call should be sent.

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