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WIGGY
Salesforce is the new CRM tool; you’d
be using for interacting with delivery
partners, restaurant partners and
customers

What is Salesforce?
 This tool is a one stop
solution for all your
needs when interacting
with the delivery partner,
restaurant and customer
Why
Salesforce?
 What’s in it for me?

As the tool is a one stop

destination for all your
requirements, it will be:

1. Less chaotic
2. Consolidated
3. Easy to use
4. Less time consuming
5. Lesser distractions
The URL to Login

https://swiggy--
sit.sandbox.my.salesforce.com/
https://swiggy--sit.sandbox.my.salesforce.com/

Login page
Click Here
Home
SSO Login
page
Genesys
Cloud Login
Genesys
Cloud Login
 What is
Genesys?

Genesys is a dialer tool integrated on

Salesforce, that you’ll be using to handle
interactions.

All the calls will be assigned on Genesys

interface.
 Quiz
Time

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Selecting
extension to
receive calls
 Example:
Choose
Type the the
ABC_123 Click
ABC_123
‘Select
The default
Click the arrow iscode
system theto
key
ABC_123
extension
ABC_234 Phone’
settings will
complete
extension tobeextension
the loaded,
code
OSP_ABC that is you
provided
however,
selection at
canthe
process
select
assigned
designated
time
choose
the
IDto for
of change
to you,
them
extension
select it
you
creation
ABC_123

If
If the
the extension doesn’t
selected extension
reflect,
reflectsyou may want to
in the
connect
dropdown,with your
you have
supervisor
successfully completed
the procedure
Options on
Genesys
Flag
Hold
Mute
Call
Secure
DTMF
More
Schedule
Options Pick-
Transfer
Disconnect
Recording
Voice
Options
Pause Callback
Up
on Quality
Issue
While
As
This
Dual
Use the
Click
your
while
useon
call
option
Tone
this
Genesys
We
for
generally
call
this
up,
Multi
option
more
supervisor,
pickedon
research
interactions
ifused
you
isisoption
interaction.
on
used
you use
an need
to
order
need
auto-assigned
toFrequency
for
to
to
options
pauseto consult
transfer
the
signal mute
or you’d
not the
and
recording
disconnect do
is
recording
useIVR
some
the
or call
option
want
this about
to
conference the call to/with another
by seeking
option
consult
the
party
Use option
yourpermission
selected
supervisor,
(Supervisor,
the option DE, from
by theuse
CX,
to schedule athe
user
the
RX) caller
onhold
callback
Use
optionthe
However,
pressing option
byaseeking
you
numberto flag off any voice
if requested bywill
shall
thepermission
not
when
notbebeusing
caller asked
usingfrom
this
this
the
quality
caller
option related issues to
Further details in next slide the IT team
You
You shall
shall not
not be
be using
using this
this option
option
You shall not be using this option
Essentially, you’ll be
using only four
options i.e.,
• Hold
• Mute
• Transfer
• Disconnect
 Transfer and Conference
Primary Secondary
Type Final Party When to use? Procedure
Party Party

Language When delivery partner or customer requests You'll be dropped off from the call and the ownership of the ticket will be transferred to the connected
Blind Transfer Advisor Language Queue
Queue assistance in regional language advisor in respective language queue. The ticket will be disposed off by the new advisor.

Your call will be conferenced with your supervisor while delivery partner is on call, and you will be able
Consult
When you must consult with your supervisor to share the context with your supervisor on call itself. The supervisor will share their inputs and then
Transfer Type Advisor Supervisor Advisor
pertaining to your assigned case will drop off from the call, leaving you and the delivery partner on call. Here the ownership of the ticket will
1
still be with you unlike blind transfer.

Your call will be conferenced with your supervisor while delivery partner is on call, and you will be able
Consult When you must patch the call to your to share the context with your supervisor on call itself. Once the context is shared, the supervisor will
Transfer Type Advisor Supervisor Supervisor supervisor, wherein their assistance would further assist the case and wrap/dispose off the call. Here the ownership will be transferred to the
2 be needed in resolving the ticket supervisor as the call will be finally wrapped by them. You will have click on “Complete” to execute
complete transfer

You must click on the number provided in the respective party’s details on SF, and an auto conference will be
Advisor triggered.
When you must conference the call with
Conference Advisor CX/DX/RX +
either parties to conclude resolution
CX/DX/RX Alternatively, you can copy the number from special instruction (in case of alternate number) and paste it in
consult transfer section to initiate conference

!!! Remember to use the hold script before transferring/ conferencing the call with any of the involved parties !!!
Enter
Blind
Consult
Once
Click
Secondary
Primary theyou
on contact
Transfer
“All” Transfernumber
mergeto
primary
Transfer
enter
the
Number,
toparty/
whom you’d want to
To
1. use
number
option
contactTo
secondary when
transferred
both
i.e., conference
transferring
and
details
essentially
the calls thethe
number
party callthe
and to an
transfer/conference the call,
call toalternate
a different number
queueprovided
You
and
1
or
This
with
can
styou
‘Disconnect’
click
the
requests
You can
identify
on
party’s
‘Disconnect’
can
option is
tag
“People/Queues”
for
st
to
by customer on be
the
tocaller
call.
choose used,
‘DE/CX/RX’
assistance
identify the in
drop
toDE
when
Special
option
caller as
regional
Transfer
the
drop
well. 1
Blind/Consult,
the party
Instructions off
secondary the
the
language
with
2. To
party
thetransfer
callsupervisor
will
(Essentially
tag ‘DE/CX/RX’
off be
the call to the
the call
supervisor’s
number needs to be added)
contact Protocol
transferred
3. To consult with supervisor
and continue assisting DE
 ‘People’ and
Click on ‘Queue’ and
Transfer
type the queue Id in Protocol
name/extension
the ‘Name or NumberId of (Selecting Supervisor
your supervisor
section’ in the
to transfer ID or Queue Name)
‘Name or Number
section’
Steps to complete
transfer:
1. Click ‘Transfer’ option
2. Add/select desired party’s contact

3.
4.
details
Click ‘Consult’ option
The primary call will be on hold and
Transfer
5.
the secondary call will be connected
Share the complete context with the Protocol
supervisor
6. Click ‘Transfer’ option again
(Complete transfer to
7. Select ‘Complete’ supervisors – option
8. You will be dropped off from the call
and the complete transfer will be
under Consult
executed Transfer)
Aux to select
on Genesys
Application of Aux on Genesys
Aux Type Description
On Queue To get the tickets assigned to self, automatically

Available Active, but tickets will not be assigned (Default aux)

Busy Not applicable (Do Not Use)

Away Not applicable (Do Not Use)

USE
Break – Snacks Break To use when taking small breaks (snacks break)

Break – Bio Break To use when taking bio breaks DON’T USE
Break – Dinner Break To use when taking dinner break

Break – Lunch Break To use when taking lunch break

Meal Not applicable (Do Not Use)

Meeting To use when scheduled for a meeting (TL/QA feedback)

Training To use when scheduled for a training

Out of Office Not applicable (Do Not Use)

 How to go
Clickbeoptions
Aux
Select
You’ll on the
active for ticket ‘active/ ready/
auto-assignment and ready
dropdown
would
‘On Queue’
for calls appear option on queue’ on
for aux Genesys/SFDC to
get tickets
 On answering
Here’s how thethecall,
Once the aux is set to ‘On Queue’ the the ticket details
call/ticket is on
call will be auto assigned and picked.
the SFDC platform
assigned
updates automatically
Disconnecting Call
& Ticket Closure
via Dispositions
Disconnecting
Note!!!appropriate
Select Call
It is
& essential
Ticket
disposition that
to you
Closure
update
via all the
Dispositions
dispose/ wrap the
dispositions in the
call
NBA section before
wrapping up the call
Please be vigilant when clicking on ‘Disconnect’ as
clicking on it immediately disconnects the call. Critical
You also need to update all the dispositions in the
Note
NBA section (which we will discuss later) before disposing the
call.

Following is a table that will help you understand

the dispositions better:

Disposition Description
If the issue is pending with the delivery partner (Generally used in
Pending on DX
DNR cases)
If the issue is pending with the customer (Generally used in CNR
Pending on Customer
cases)
Resolved Select when the ticket is resolved
Let’s explore the
elements on the
salesforce ticket
More
Activetab/ticket
Ticket
Elements
Ticket Ribbon
on
options
Salesforce ticket
Options you’ll use
• Refresh Tab
• Close tab
Order
SwiggyStatus
Elements
Salesforce
Restaurant
Delivery
CustomerOneview
Partner
on
Details
Ticket
Order
Salesforce
Id
Order
History
Details
Id ticket
Note!!!
To initiate conference call with Restaurant, Customer or
sometimes even the Delivery Partner, you just have to click on
the contact number mentioned in the respective party’s
details.
Steps:
1. Click on the details of the
party to whom you’d want to
take on conference call
2. Click on the contact number
to initiate the conference call
3. Voila! That’s it, the
conference call is connected
 SMS SENT
Send SMS
In order send a delay
intimation to the
customer, you need to
click ‘Send SMS’ option
and select the ETA to
send SMS

The available options

are:
ChooseClick
ETA to inform
‘Send SMS’delay 5, 10, 15, 20, 25, 30,
(Choose between 5-40mins)
Select
Click‘Delay
‘SendTime’SMS’ 35, 40
 Ticket Status

Open
Open Pendingon
Pending onRestaurant
Customer Pending
Pending on
on Restaurant
Restaurant Pending on DE
in DE Resolved Closed
OPEN
Pending
Resolvedon DE
Closed
For
When
The new ticket
you
Customer
Restaurant
ticket
the disconnect
final
status is
assigned
the
auto
When call bythe
disposition
updated
you onstatus
selecting
when
SFDC
disconnect
will be ‘Open’
disposition
platform
the
the order
call isstatus
by selected
is on
selecting
‘Pending
and
terminal onGenesys
call on
stage
the disposition DE’ on
i.e.,
Genesys
is
either
disposed
‘Pendingdelivered
onof asor
‘Resolved’
cancelled
Customer’ on
Restaurant’ on
Genesys
NBA Card
(Next Best Action)
NBA card
L1 disposition –
L2 disposition –
Next
Auto based action,
selected whenorticket is
knowledge
assigned base which will
Based on delivery partner’s
have the resolution on the
VOC and L1 disposition’s
go
The
NBA,L1we disposition is the
shall select the L2
node selected by the
disposition for further
The NBApartner
delivery card will update
when
resolution
based onthe
initiating therequest
disposition
you select
NBA card/
Dispositions in action
Based on the dispositions
selected, you can see that
the details in the NBA card
are getting update.

It is convenient as you will

have a guide throughout,
which will help you
navigate/ assist.
Ticket Details
and other
miscellaneous
Ticket Details
If you’d require to research
the ticket even further, you
can click on ticket details and
get a descriptive analysis on
the case and it might help
you assist better.
Ticket Details
and other
miscellaneous
 Ticket Details

Click on ‘view all’ for complete details of

the ticket
 Type Description
Ticket Origin Details of Team to which the ticket is assigned to
If multiple advisors are working on an order, e.g., OMT, Chat or Inbound, all the active tickets shall be tagged
Active
green, else it will be greyed out (inactive)
If the case was unresolved and there was another ticket initiated for the same reason, the primary ticket’s
FTNR

Ticket Ticket Number

FTNR check would be active
Ticket Id
Actual Node Node label primarily selected by DE on raising ticket

Details Agent Selected L1

Disposition
Disposition selected/updated by you after consulting with the DE

Agent Selected L2
Based on L1 disposition , the next based action selected in L2
Disposition
Status Ticket status (Open, Pending, Resolved, Closed)
Owner Name Owner details of the ticket
Date/Time Opened Date & time when the ticket is assigned
Ticket Feed
If you’d require details about
the previous interactions on
the ticket or which of your
team member has worked
upon the ticket prior to you,
check the ticket feed.
 Ticket
Feed

Click on ‘Show All Updates’ for complete feed

on the ticket
Ticket Feed
Following details will be found
here:
•No. of interactions on the ticket

•Details of actions taken by previous

advisor(s)

•Date & Time stamps for interactions

executed on the ticket
Case History
You shall access this tab for
details on case history i.e., to
get details of primary
disposition and no. of
interactions on a ticket.
 Case
History

Click on ‘View All’ for complete details on

the case history
 Case History

Primary Timestamp
Updated of each
Dispositions
User details will be
interaction
status/disposition is
status/disposition
selected shall get here for
captured
ofcaptured
of the ticket, under
the before
ticket, userthis
registered hereinteraction
each
section when
it wereselected
updated by registered
executing
the user on
resolution
assignment
Case
Attachments
Any images, call recordings
or videos shared by the
delivery partner/customer
can be accessed under this
section
 Audio
Recording
Images Video
Recording Case
Attachments
Call Logs
All call interactions will be
registered under this section
and the call recordings for
answered calls will be
updated here.
(Recordings accessible only to supervisors)
 Call Logs

Click on ‘View All’ for complete details on

the call logs
 Type Description

Connector Name Unique ID assigned to each call

Call State Answered/Unanswered status

Logs Calling Party

Case Owner
DE, Customer or Restaurant
Caller ID/ details
Call Recording Link for call recordings (Only supervisors can access)
Call Duration Duration of the call
Created Date Timestamp when the call was initiated
Ticket
Comments
Comments updated on the
ticket reflect under this
section.
Ticket
Comments
 Logout
procedure
Genesys
calling tool Step 1:
interface Genesys logout

MANDATORY!!!
Logout
procedure

Step 2:
Salesforce
logout

MANDATORY!!!
Critical
Note!!!

It is essential that you first logout from your

Genesys tool (without fail) and then logout from
your Salesforce tool.

Why: If you fail to logout from Genesys

and logout first from Salesforce, your calling
tool will be active and call may get
automatically assigned and unanswered
calls are fatal.
 Quiz
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Types of tickets

Type 1 – Predictive Ticket Type 2 – Preview Ticket

Types of tickets
Type 1 – Predictive Ticket
These are your normal (BAU) tickets, i.e., when a DE
raises a ticket and the call that gets assigned to you on
Genesys

Type 2 – Preview Ticket

These are generally your transfer due to power
failure/DNR/CNR tickets that are assigned to you as at the
1st attempt the call was unsuccessful (Basis your quick analysis of
the ticket, you need to assist here for ticket closure)
 Type 2 –
The call
Click on will
dropdown
be to Preview
change number
connected to the(if Ticket
required) party, and
respective
Andcan
you clickcontinue
call option
to
assist
 Workflow
The ticket details on
Ticket is assigned, if The call will be Salesforce will be auto
Delivery partner
your aux on Genesys automatically updated based on the
raises a ticket
is “On Queue” assigned and picked issue type selected by
the DE

You may have to Basis the interaction L1 disposition on

connect with the and the guidelines Salesforce will be
restaurant or the provided on NBA, you updated based on the
customer when shall select the L1 issue type selected by
resolving the concern and L2 disposition DE

On executing all the Based on the

The calls can be of 2
requisites as per SOP, disposition selected on
types:
you can click on call closure, the status
Normal Call
disconnect option to of the ticket will be
Conference Call
dispose the call updated
REFERENCE
VIDEO
Thank You
 Link for
Day 2 Module