Performing service recovery on the desktop app

Service recovery is the process of acknowledging and fixing a problem that someone has experienced with the service they received. This is expressed as an alert on the application and is generated based on how a question is answered. Rounds can have one alert for each round response and the status of the alert can be changed from “Pending”, to “In Progress”, to “Resolved”, or “Unable to resolve”. Changing the alert status and leaving a note (optional) is how service recovery is performed. Time stamp information is captured for each alert status, which allows admin to monitor the amount of time taken to perform service recovery.

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Rounding from the desktop app

User profiles with the permission to round can do so from the desktop app. This can be beneficial for managers rounding on employees in their office or when someone doesn’t have a mobile device present. Management and Leadership can build rounding surveys directly in the desktop app and fill them out using the same dashboard. All data is them stored just the same as if they were using the mobile rounding app.

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