We released an update today in the Command Center for the Passenger wait time. We wanted to give service advisors a better idea of how long their customers are waiting to be picked up by the Station's shuttle.
1. Average Pickup Time - users can view this right next to the Drivers key. The average pickup time has two numbers, and that would be inbound pickup time and outbound pickup time. If there's been at least one completed ride in the past 6 hours, the average pickup time will show up (in the corresponding pickup time). The average pickup represents all the Drivers on that day.
2. Passenger Wait Time - users can view this in the Rides list for each ride created. We've added a section that shows how long a passenger has been waiting to be picked up. Note that this time will only show up if the ride's status is "Waiting" once the Driver marks the Passenger as on shuttle, the timer disappears.
The wait time has four color indicators depending on the threshold set by the Service Manager.
- Green is the acceptable wait time before the customer gets picked-up.
- Yellow is a notice that the customer has been waiting over the acceptable wait time.
- Orange is a warning that the customer is beyond the acceptable wait time.
- Red is urgent and that the passenger wait time has exceeded the acceptable wait time. Service Advisors need to check in with the Driver on what is causing the delay in picking up the customer.
*** When setting up the acceptable wait time, put in a limit gives the driver enough time between ride completion and pick-up time. The warning time should be a notice for both the Service Advisor and Driver that the customer has been waiting for long.
To Update the Wait time threshold
Only Service Managers or Admin users can change these settings and they need to do the following:
- Go to Settings Tab and click Station Settings.
- On the three fields highlighted below, set the preferred wait time for your Station.
- Once completed, click on Save.
For the changes to take effect All Command Center users will need log-out, refresh their browser, and log back in the command center. To update the command center, follow the steps below.
How to do a hard refresh on various browsers?
- Chrome: Press Ctrl+Shift+R
- Windows/Linux: Hold the Ctrl key and press the F5 key. Or, hold down Ctrl and ⇧ Shift and then press R.
- Mac: Hold down the ⇧ Shift and click the Reload button. Or, hold down ⌘ Cmd and ⇧ Shift and then press R.
- Internet Explorer: Hold the Ctrl key and press the F5 key. Or, hold the Ctrl key and click the Refresh button.