Confirmed Trips Page in Intra: Your go-to place to see all of the events we are running today.
Day-Of Page (http://intra.rally.co/Event/DayOf/[EVENTID]) in Intra: Your go-to place to track a specific event, including where buses are, where riders are, what the bus ETA is, who’s boarded, etc. Shift Leads can also send messages from this page
Day-Of channel in Slack: This is the hub of communication between CX and Ops. Questions about where a bus is or if we’re tracking or if there’s an update on a bus issue or when an event ends can all be found here.
Messaging: At least one agent on every event shift will have the ability to send messages to riders. If no one has previously been assigned as Shift Lead, then agents on duty will need to coordinate who will be in charge of messaging and who will be in charge of incoming calls and tickets.
When in charge of messaging, you need to be proactive in alerting riders to:
Bus has arrived and is ready for boarding
This is for outbound trips
Bus departing in 10 minutes
This goes for the outbound and the return trips
Don’t send messages less than 10 minutes ahead wherever possible, as there will be a slight delay in the messages getting out, and this is increased by the volume of riders you are contacting at once)
Bus departing in 45 minutes
Should be sent as soon as we get confirmation the event is over