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@Cloudie As Ardi said in the Magic Telegram Group, we will start looking more closely at your quality metrics in the coming days. That said, as a start, let's start focusing on hitting all of our expectations! :smiley:

Expectations are PROMISES that we make to the client whenever we tell them that we'll update them at X time. So as with promises, we should do our absolute best to not break them. You may notice that the CLs will be more strict or will be nudging you more often with expectations and that is fine. We want you guys to be aware that we are looking at this metric.

Hitting expectations on time is definitely something that we can all improve on quickly. It will also give you a headstart in the possible performance-based incentives that Ardi may rollout in the future. :wink:  So let's make sure we don't miss any of them!

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Hi everyone! We've been looking more into quality recently and as you know, Tollgates were the first step in that. We've noticed that expectations have been down for the past few weeks. For comparison, regular magicians on the floor have an average of 97% for expectations hit. Currently, Berry is at 86% for expectations hit. That's more than a 10% decrease and we want you guys to start paying more attention to this. You may have noticed that the CLs and I have been more strict with expectations as we really want to bring this number up.

We may roll out an SOP about this soon so we wanted to give you guys a heads up about it now so you have time to look into your stats. That being said, this dashboard: https://data.bettir.com/scores will show you your stats for different dates. You can play around with it and check your stats for the past weeks. It shows your fulfillment, quality flags, and expectations. For now, we want you guys to focus on the expectations part. If you have any questions on how to use the dashboard, feel free to DM me or David on how to use it. Thanks!

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In relation to the Tollgates that I remind you guys to do each day. Here are some numbers on it. So for the past 2 weeks, we've only hashtagged 65% and 40% of the tollgates that we do.

As of this week so far, we've worked on 108 requests but only tracked 50 tollgates which comes to 46% of requests that are tollgated. I know you guys do ask your CLs for approval and confirmation but another important thing for this is that you guys comment the appropriate hashtag when you do get the approval. We are looking at it closely so it would be great if everyone would track their tollgates. Let's get that 46% up to 80% (or even 100% hehe ) Thanks!

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Expectations & Response Times Pro-Tip - Elvin

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Expectations & Response Times Pro-Tip - Elvin

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Clock ticking and got an expectation to meet? Need to respond quickly but 2 mins is almost up? Send your first comm, NOW!
Then finish the rest up after it has sent.

Be careful though, it's a crutch and buys you time but the client might reply, if they do, just edit your next comms.

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Hi! Results just in from recent weeks: We've been getting a lot more work lately and actually hit an all-time high on tracked hours, which is great.  But, we have yet to match the company's average on response times.

What are your thoughts? What can we do to improve this?

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I feel that most, if not all of you, only have one screen to work with. So here's a pro tip!

Don't maximize your window to fit the whole screen. Rather, keep one window for messager and one window for plow. Fit them so that they over lap one another but at the same time you can see your clients as well.

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Hi everyone! The testing for the Magic Router software will start today from 1PM - 10 PM PHT. If you haven't joined the Telegram channel yet, here is the link: https://t.me/joinchat/AAAAAExwldlleYeModzkmw

Once the request is made available, you can claim it through this dashboard: https://data.bettir.com/cloudies/available

To clarify, you can either opt to login the usual way to work on tasks or claim available requests through this software. You do not need to book on Doodle to claim requests through the software.

If you have any questions, do let me know so I can help you out with that. Thank you!

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Tracked Time: https://data.bettir.com/mytrackedtime
Scores: https://data.bettir.com/scores
Tollgates Wiki: https://tools.bettir.com/search/wiki/8Gf9rqWAoSkGsngkJ
Magic Router Telegram: https://t.me/joinchat/AAAAAExwldlleYeModzkmw
Request Claiming Dashboard: https://data.bettir.com/cloudies/available

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CLs: Requests, Magicianing, Tollgates, WEPs, Emails
- Alex B (Pod Lead- Shift Manager) 9p-6a PHT @alexbau#0255
- Randall L (Pod Lead- Shift Manager) 9p-6a PHT @randall#3239
- Kean R (Pod Lead- Shift Manager) 5a-2p PHT @Kevin "Kean" Reformado#2599
- Elvin R (Pod Lead- Shift Manager) 5a-2p PHT @Elvin#6358
Keith Padilla: General Feedback, Any other concerns 3a-12nn PHT @keithp#5496
Ardi Comia: Senior Cloudies, Quality Feedback @ardi#4437
Inigo Casal: General Feedback, Any other concerns
David Gonzales: Tracked Time, Bonuses, Scheduling @david.gonzales#2541
HR (hr@pluslabs.org): Pay Concerns & Inquiries

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Announcement!! I just wanted to let you guys know that starting today, we'll be focus-ing more on different quality metrics for Berry. The first of which will be to focus on expectations. As you can see from the photo, this is where the expectations were at for the past 4 weeks for Cloudies as a whole. It's been on a bit of a decline but the goal we want to reach is that 98% line at the top. Hopefully everyone gives a little more focus to hitting their own expectations since I know you guys can do it naman. The CLs will also start to nudge you guys about this so to avoid that let's prepare our updates in advance! If you have questions about this, feel free to ask me or any of the CLs. Thanks!

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Hi everyone! Starting today, we're rolling out this Cloudie Bulletin so you have an easy and convenient way to have a single source of information for all the Cloudie/Berry-related things you need to know! Think of this as a dynamic resource that we update as we announce more things. Be sure to check it every now and then!

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Cloudie Tollgates & Discord Voice - Keith

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Cloudie Tollgates & Discord Voice - Keith

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Hello everyone! We're also rolling out a new SOP for everyone to follow. Starting tonight, we'll be implementing the new Tollgate System. The TLDR of it is that you guys need to get approval from the CLs at certain points in a request. Everyone will need to do this moving forward from tonight.

The full wiki that explains Tollgates more in-depth can be found here: https://tools.bettir.com/search/wiki/8Gf9rqWAoSkGsngkJ

Please make sure that you are aware of this new system starting tonight as the CLs will also be monitoring this closely and will ping you if they see that you aren't following this.

In addition, when you're working on shift, please make sure to join the #berry-best voice channel on Discord. You don't have to use it but you are required to be on it as it will help the CLs give you faster approval for the Tollgates. It will also help you so that you can directly ask them questions instead of using the chat function.

If you have any feedback or questions, please feel free to reach out to me. Thank you!

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Hey guys, pro tip on making better TMs: Be as specific as you can with the actions needed. You should always add conditional actions too. For example:

Passable
Next actions:
1. Be on standby for response and respond accordingly.

Better
Next actions:
1. Be on standby for email confirmation for the restaurant.
If confirmed/no issues, WEP client.
If not, please address the roadblock.
If no email yet, call the vendor to follow up the email.