3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

PKT Questionnaire - L1 Placer, L2 placer &

Call DE - March 2023

Name *

Manikandan R

Designation *

Trainer

Center Name *

South 03

Assessment

Process / Product

https://docs.google.com/forms/d/e/1FAIpQLSfJKGSXAjwIVX2tHK5FSV6eYkR2crQoXqwbN53L7-VYSG3gpw/viewscore?viewscore=AE0zAgAW7… 1/9
3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

1. In L1 Placer & L2 Placer, how many days an agent can close the Restaurant for? *

3 Days

Rest of the Day

15 Days

5 Days

2. In L2 Placer, "Unable to see Swiggy Order scenario" if Restaurant number is RNR and *
DE is arrived, what will be  the next course of action? 

Call CX and follow cancellation 2.0

Call the DP (2 attempts) and request the DP to pass the phone to the restaurant.

Close the Ticket as RNR

Call the DP (1 attempts) and request the DP to pass the phone to the restaurant.

3. In I am unable to mark picked up scenario, if delay is >10 mins, CX wants to cancel the *
order - what's the cancellation disposition to be selected 

SDC - Unable to deliver the Order - DE denied delivery

CDC- Customer wants to cancel the order - CX unhappy about the order

CDC - Customer wants to cancel the order - Order cannot be delivered on time / SLA
breached

CDC - Customer wants to cancel the order - Incorrect address selected by customer

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3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

4. What is the procedure for transferring the Language Barrier ticket in Genesys? *

Click under Genesys widget >> "Transfer"- Type "Language Name"- Select "Consult".

Click under Genesys widget >> "Transfer"- Type "Language Name"- Select "Blind".

Click under Genesys widget >> "Disconnect"- Select "Pending on DE"

Click under Genesys widget >> "Transfer"- Type "Mobile Number"- Select "Consult".

5. What is the updated calling process for Customer in SFDC? *

2 Attempts back to back

1 Attempt

3 Attempt back to back

None of the above

6.  In Incorrect customer address scenario where Cx has shared the new address which is *
2.8Kms and DE denies to deliver the order. What will be the next course of action?

Inform delay to customer and reassigned the DE

Inform ZSP verbiage to the Delivery partner

Create a recovery task and assigned 2nd DE

Call Customer and cancel the Order

https://docs.google.com/forms/d/e/1FAIpQLSfJKGSXAjwIVX2tHK5FSV6eYkR2crQoXqwbN53L7-VYSG3gpw/viewscore?viewscore=AE0zAgAW7… 3/9
3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

7. In Case of Restaurant delaying the order If DE call got dropped, how many attempts *
the agent needs to make to connect with the DE?

3 Attempts

2 Attempts

1 Attempts

2 Attempts back to back

8.  In case of Customer not reachable if DE is unable to find the Customer's location even *
after being guided by the agent as per the landmark, what will be the next course of
action ?

Call Cx and ask Cx to guide our Delivery Executive

Inform the DE to take the help of Bystander/Security guards to find the customer location

Closed the Ticket under Pending on CX

Cancel the Order

9. If DE is talking about the payout of previous order what will be the L2 disposition to be *
selected in NBA ?

Order Confirmed

IOOS

Non Live Order

Discrepancy in Previous order

https://docs.google.com/forms/d/e/1FAIpQLSfJKGSXAjwIVX2tHK5FSV6eYkR2crQoXqwbN53L7-VYSG3gpw/viewscore?viewscore=AE0zAgAW7… 4/9
3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

10.  If the ICA distance is more than 3 KMS and DE denied to deliver the order then what *
should be informed to the DE?

Use ZSP Verbiage: Hi <Partner>, since you have already picked the order and opted to
unassign this order, we would like to inform you that this will be considered a rejection and
a penalty may be levied and you may not be eligible for daily/weekly incentives.

You don't want to deliver the Order to the new address because <mention reason> is
understandable, but please put yourself in the customer's shoes for a second. If you refuse
to fulfill this order, we will have to cancel the order. This will impact the customer's
experience. I know you are in a tough spot, but can I request you make an exception this
time?

Inform the DE that according to the DE - Governance, the action will be taken on you and a
100% penalty may be levied

Called CX and cancel the Order

Compliance / Non Compliance

11. Agent called the CX to inform about delay, CX is not responding to call instead of *
selecting "Resolved" the agent has selected "Pending on CX" in Genesys, This will be
considered as Fatal?

False

TRUE

12.  In case of Fumbling and Fillers in multiple instances what will be the score of value ? *

3%

7%

6%

10%

https://docs.google.com/forms/d/e/1FAIpQLSfJKGSXAjwIVX2tHK5FSV6eYkR2crQoXqwbN53L7-VYSG3gpw/viewscore?viewscore=AE0zAgAW7… 5/9
3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

13. If the Agent mistakenly wrap up the preview ticket as Pending on DE without calling *
the DE ? Is this a Fatal?

YES

NO

Scenario

14. which is new Reason added to reassign the DE in Oneview ? *

D&I ( Diversity & Inclusion )

Bulk Order

Unable to locate the Restaurant

Black Zone

15. In Salesforce, Where do we find how many tickets are raised for an order ? *

Ticket Details

Ticket Attachments

NBA

Genesys

https://docs.google.com/forms/d/e/1FAIpQLSfJKGSXAjwIVX2tHK5FSV6eYkR2crQoXqwbN53L7-VYSG3gpw/viewscore?viewscore=AE0zAgAW7… 6/9
3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

16.   What if the agent fails to initiate a call within 2 mins for the preview ticket? *

This instance will be considered as ticket/ call avoidance

The ticket will be auto-assigned to the next available agent.

If this instance repeats more than 1 time this will be consider as ZTP.

All the above

17.  How do we identify the Preview ticket in the Genesys? *

In the Genesys - Call will get assigned - where Skip/call option will be available - Such calls
are called Preview Ticket

In the Genesys - Answer Call will get assigned to the advisor - Such calls are called a Preview
ticket

None of the above

18. In Unable to mark delivered scenario if Customer is not responding to call, what will *
be he next course of action ?

"Pending on CX"

Update the incoming & mark the order as delivered and close the ticket as "Resolved" in
Genesys

"Pending on DE"

Cancel the Order

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3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

19.  In case of ICA, What happens when an agent fails to inform about the last mile to the *
DE?

ZTP

Fatal

Score off

None of the above

20. What are the mandatory terms and conditions we are supposed to inform to the CX *
while giving IGCC Coupon?

Coupon name, value, validity and applicability

Valid once per user

Find the coupon code on the check out page of the app

All of the above

This form was created inside of Swiggy.

 Forms

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3/21/23, 6:12 PM PKT Questionnaire - L1 Placer, L2 placer & Call DE - March 2023

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