We are excited to introduce a powerful new feature in our call center system that allows agents to seamlessly edit and void active orders directly from the Call Center. With this feature, agents can submit edit requests to the branch, enabling them to make necessary changes to existing orders based on customer preferences or requirements. This feature greatly enhances our ability to provide top-notch customer service and ensures order accuracy throughout the process. To start using this feature, editing and voiding active orders should be enabled from the Call Center Settings. 

Here’s how the feature works:

1- Edit Requests: Agents in the call center can now initiate edit requests for active orders. These requests include specific changes required, such as modifying items, quantities, or delivery details. The agent can efficiently communicate the required edits to the restaurant for seamless order adjustments.

2- Communication with Cashier: The edit requests are seamlessly transmitted from the call center to the corresponding branch cashier at the restaurant. This communication ensures that the cashier is promptly notified about the requested changes. 

All updates about edit requests can be accessed either from view order or from edit requests screen.

3- Real-time Response: If the branch cashier’s iPad is online and accessible, the requested changes are automatically applied to the active order. The agent receives a real-time notification confirming the successful implementation of the requested edits. This enables agents to provide timely feedback to customers, assuring them that their desired modifications have been made.

4- Offline Handling: In the event that the branch cashier’s iPad is offline or not accessible, the system intelligently detects the situation. The agent is promptly notified that the changes cannot be implemented at the moment due to the cashier’s device being offline. This ensures transparent communication between the call center and the branch, keeping the agent informed about the status of the requested edits.

5- Enhanced Efficiency: By streamlining the order editing and voiding process, this feature greatly improves the efficiency of our call center operations. Agents no longer need to rely on manual processes or complicated workflows to communicate and implement order modifications. This saves time, reduces errors, and allows for more personalized customer experiences.

We believe that the addition of the order editing and voiding feature with cashier communication will significantly enhance the Call Center’s ability to provide excellent customer service. This release showcases our ongoing commitment to continuously improve our call center system, ensuring smooth collaboration between the call center and restaurant operations.