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.
To perform service recovery:
Click on a round with alerts which will open the round detail page
Find the response with the alert you intend to address
3. Change the alert status to one of the following: “In Progress”, “Resolved”, or Unable to resolve”
*Note that each time you change the status, the color overlay on the response changes. “Pending” is red, “In progress" is yellow, and "Resolved" is green
4. Leave an optional note if more detail is required
To view service recovery details:
Click “alert info” next to the alert status drop down.
