What the different report statuses mean
What the different report statuses can be used for, and an example for each
In this FAQ, we will go over the meaning of the different report statuses, so that you can use them as efficiently as possible. Short examples will be given.
| Status | Description | Example |
|---|---|---|
| Account Note | This report will be added to and be visible in customer profiles. It will also be shown in the booking screen, when this customer places a booking. You can see it as an important note for a specific customer. | A customer has a wheelchair. This is important information: dispatchers will see this immediately when they book a ride for this customer, and an adjusted car can be assigned. |
| Escalated | Reports with the status "Escalated" will be shown in red in the list of reports. These reports typically require immediate attention. | A report about a complaint has been in the list for too long after a busy period. The staff member in charge decides that it needs priority attention, so assigns it the status "Escalated". |
| On Hold | Reports with the status "On Hold" can not be dealt with at this time. | A customer made a complaint about a driver. This report needs to be dealt with, but the driver in question is on a holiday. The report can have the status "On Hold" until the driver is back from their holiday. |
| In Progress | Reports with the status "In Progress" will be shown in blue in the list of reports. These reports are being actively dealt with at this time. | A car is damaged. The car is currently in the garage for repairs. Until the car is repaired, the report can have the status "In Progress". |
| Complaint | Reports with the status "Complaint" deal with complaints of all kind. | A customer has made a complaint about the person that took their call. This report can have the status "Complaint". |
| Resolved | Reports with the status "Resolved" will be shown in green in the list of reports. These reports have been dealt with, and require no further attention. | A car needed to have its MOT test. This test is now completed, and the car is ready for rejoining the fleet. The status is changed to "Resolved". |
| Awaiting Staff Reply | Reports with the status "Awaiting Staff Reply" indicate that they have been sent to and need to be dealt with by a specific member of staff. This staff member will see this report in the "Reports Assigned to You"-list, and they will also see a danger triangle icon in the top right. If they click this icon, they will be taken to their report list. | A customer has spilt a drink in the car. You have a member of staff that deals with the fleet's cleanliness, and have assigned this report to them. Once they dealt with this, they can change the status. |
| Lost Property | Reports with the status "Lost Property" deal with lost property. | A wallet was found in a specific car. A report can be made with the status "Lost Property", and information about the customer can be added, so that they can get their wallet back. |
| Awaiting Customer Reply | Reports with the status "Awaiting Customer Reply" indicate that a reply from a specific customer is needed to further deal with the report. Please note that this is for internal purposes only: the customer will not be notified of anything automatically. | A complaint has been made by a customer. This complaint has been examined, and the customer has been offered a compensation in the form of free credit. You are now awaiting the response from the customer to that compensation. |
| Awaiting Driver Reply | Reports with the status "Awaiting Driver Reply" indicate that a reply from a specific customer is needed to further deal with the report. | A new driver has started in your fleet, and he still has to learn the ins and outs. A senior staff member has been asked to guide the new driver through a report, and this report is currently awaiting a reply from the senior driver. |
| Customer Responded | Reports with the status "Customer Responded" indicate that a reply from a certain customer has been received, and can be further dealt with. | From our previous example, in "Awaiting Customer Reply", the customer has responded positively to the offered compensation. The status is now set to "Customer Responded", and the compensation can be given. |