Settings

Request Expiry

If a call for help request goes unanswered for an extended period of time it is unlikely that the customer is still waiting. These requests represent a failure to help a customer. They should be archived, because they contribute to important metrics, but we want to remove them from the list of active notifications so they don't create a bunch of noise for associates. How long a call for help request can remain active is up to you.

To set the request expiry timeout:

1. Sign into MyStore.
2. Select Call for Help.
3. Select Settings.
4. Scroll down to Request Expiry.
5. Select the number of minutes to allow a call for help request to remain active.
6. Click Save.

Escalations

Escalations allow managers and supervisors to receive notifications when call for help requests are not claimed in a timely manner by associates.

To enable escalations:

1. Sign into MyStore.
2. Select Call for Help.
3. Select Settings.
4. Scroll down to Escalation Notifications.
5. Check the Send escalation notifications checkbox.
6. Select the number of minutes to allow a call for help request to go unclaimed before triggering an escalation.
7. Click Save.

Channels

Channels determine where call for help requests are routed.

Defaults:

• Default Call for Help Channel: The default channel for all call for help requests.
• Default Management Channel: The default channel for all call for help escalations.

Each call button or display you create can override these default channels.

Prompts

Prompts are simple sentences that provide context to a call for help request. These prompts assist both the customer and the associate.

For call buttons, the a prompt is only a message to the associate. It provides a sentence describing what the call for help request is related to. This message appears in the Microsoft Teams channel (or selected notification channel).

For digital call buttons, where the customer interacts with a web interface, the prompts provide choices for the customer so that they can communicate what type of help they are looking for. The customer's choice appears in the Microsoft Teams channel.

A prompt can be saved to an individual store location, or it can be saved to the organization for use in all store locations. For example, the following prompts are general and can apply to many stores:

• I would like to speak to a manager.
• I need help with a locking showcase.
• I need help finding a size.
• I would like to report a cleanliness issue. The following prompts may be quite specific and only apply to one store location:
• Need assistance with live bait.

Staff Actions

Prompts also define the action buttons presented to your staff. There are several options and which one you select depends on how your Call for Help Call Button or Display is deployed.

• Claim & On the Way
  • Staff see separate Claim and On the Way buttons.
  • The customer receives status updates when each of these buttons are pressed.
  • This is the default option.
• On the Way
  • Staff see a single On the Way button.
  • The customer receives a status update when this button is pressed.
• Acknowledge
  • Staff see a single Acknowledge button.
  • This option is often useful for IoT sensor use cases, like a door sensor, where staff don't need to claim or go to the location, but someone does need to acknowledge that they have seen the alert.
• Done
  • Staff see a single Done button.
  • This option is often useful in staff-facing scenarios where the request represents a task, like collecting shopping carts.
• None
  • Staff do not see any buttons.
  • This option is often useful for IoT sensor use cases, like a door sensor, where staff don't need to take any actions, but you do want the event recorded.

Create Prompts

To create a new prompt:

1. Sign into MyStore.
2. Select Call for Help.
3. Select Settings.
4. Scroll down to Call for Help Prompts.
5. Click Create a new prompt.
6. Check the Save Option to Organization checkbox if you want to make this prompt available to all stores in your organization, otherwise it will only be available to the current store location.
7. Provide the text (Customer Text) that will appear for the customer on digital call buttons.
8. Provide the text (Staff Prompt) that will appear on the notification presented to staff.
9. Select the buttons (Staff Actions) that you want to appear on the notification presented to staff.
10. Click Create Call For Help Display Option.

Displays

See Digital Call Buttons.

Outcomes

Outcomes are simple options presented to store associates to have them indicate how a call for help request was completed.

After the associate indicates they are on the way to help a customer the interface updates to show radio buttons listing the configured outcome options.

If no outcomes are configured, the associate will still have the option to mark a call for help as Complete, but they won't be prompted to select an outcome.

Create Outcomes

To create a new outcome:

1. Sign into MyStore.
2. Select Call for Help.
3. Select Settings.
4. Scroll down to Call for Help Outcomes.
5. Click Create a new Outcome.
6. Provide the text that will appear for the associate.
7. Click Submit Options.
8. Repeat as needed to create the desired list of outcomes.

tip

You can click and drag to update the presentation order of the outcomes.