Recent Calls: the Recent Quality Calls widget is where recent calls related to Negative Quality Feedback alerts will be displayed on the lefthand side of the Quality page. Each recent call in this section displays driver name, Quality feedback incident type or description, date of feedback incident, AI Dispatcher call date, whether all topics were discussed with the driver, and duration of AI Dispatcher call.
Negative Feedback Incidents: the Negative Feedback Incidents widget is where Negative Feedback incident alerts will be displayed as the AI Dispatcher is waiting for a call back. Negative Feedback incidents will be presented with the date of the event, name of the driver, type of negative feedback (e.g delivery to wrong address, never received package, etc), and the option to send SMS reminders to remind a driver to call back. Additionally, at the top of this section you can toggle hiding incidents that have been coached and upload negative feedback reports.