Radaro REACT
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      REACT User Guide

      Your step by step guide to REACT, covering dashboard navigation, escalation selection, status updates, and final resolution steps.

      Viewing the Dashboard:

      Upon logging into the REACT system, you will be greeted with the dashboard. This screen shows a list of escalations along with the status, and time-related details.

      From the Dashboard you can refine escalations visible to you by using the Search feature or Filters.

      Search Function:

      To look for a specific escalation, simply enter the details you have in the Search bar and press Enter or click on the Search button.  You can search by a customer name, phone number or job references. Any escalations meeting the search criteria will be displayed.  

      To return to the full dashboard, press the "x" in the search bar.

      Filters:

      To refine your view of escalations, you can select certain filters.

      Click the "Filters" button to expand the menu and select the Filters relevant to you.

      Escalations can be filtered by:

      • Date
      • Job Status
      • Merchant
      • Sub Brand
      • Escalation Status
      • Escalation Type

      You can also filter to Show resolved items and Show watch list.

      Selecting an Escalation: 

      Simply click on an escalation to view more details, or edit and update the record.

      You can use the arrows at the top of the escalation to move onto the next escalation also. 

      Understanding Escalation Details: 

      Upon selecting an escalation from the dashboard, you will be directed to a detailed view, which provides comprehensive information for escalation management.

      • Customer Information: Displays the customer's name, job status indicating the issue (e.g., 'Failed'), and their contact number.
      • Job and Escalation Details: Includes the unique Job ID, escalation type (e.g., 'Delivery rejected'), current escalation status (e.g., 'Active'), and assignment details, showing which team member is responsible for the ticket.
      • Radaro Job Report: Access the full Radaro job report for further detailed information regarding the job.
      • Timing Metrics: Shows the time since the job was created and the time since the last action was taken, offering insights into how long the issue has been pending and how responsive the team has been.
      • Communication and Action Record: In the 'Add Comment' section, you can enter updates or actions taken, which is mandatory for keeping an accurate log. Below, the 'Comment History' chronicles all previous comments and actions along with their status updates is shown.

      Assigning an Escalation:

      All escalations lodged within REACT will be shown in a NEW and UNASSIGNED status. 

      New Escalations can be actioned by available agents, or Managers can assign escalations to specific team members. 

      To assign an escalation, simply click on the escalation, add a comment, status (can be left as New) and assign the desired team member.  Click Submit to save.

      Changing Escalation Status:

      All escalations lodged within REACT will be shown in a NEW status.  As the escalation is undertaken, you can update the status via the drop down menu to show progress.  The Status options are:

      • Active
      • Pending Approval
      • Approved
      • Resolved

      Press Submit to save your changes.

      Submitting Your Changes:

      Once you have updated Comments, set the correct Status, or updated the assignment of the escalation, to Save your updates, simply click the 'Submit' button.  All compulsory fields do need to be completed to enable the Submit button.

      Creating a Watch List:

      Adding escalations to your Watch List can be done in two ways.

      1) From the home screen: simply click the star icon to the left of the escalation. 

      2) From within the escalation details view: click the star icon top right corner.  

      PDF Reports:

      To provide a full escalation history report, utilise the pdf function from the escalation details screen.  The pdf will be available as a downloaded file. 

       

      If you need assistance or have queries regarding REACT, contact your Radaro Customer Success Manager or a member of the Radaro team via support@radaro.com.