Value Delivery:
Problem | Alert | Action | Impact |
High failure rates are observed during pickup and/or delivery trips. | Trigger an alert when the ratio of # of failed pickup(or)Delivery attempts per any service area (or) driver (or) route crosses a preset threshold. | See if pre-visit notifications are being pushed properly and rectify mistakes. (or) If it is an area or route-specific problem, investigate further and optimize your pickup/delivery schedules accordingly. If possible give the option to select Pickup and delivery slots to users themselves. | Improves Customer Experience and helps you schedule slots efficiently. It also helps save additional costs by avoiding multiple trips per item delivery/pickup and reduces RTOs too. |
Step-by-step guide:
Step 1: Choose an Alert type
Choose the SQL Metric based alert to trigger an alert when number of Failed attempts(NDRs) in an area breaches your critical threshold.
Step 2: Write an SQL query to fetch a value
Sample Query - to fetch all the failed delivery attempts in the last 1 day in your area. Please change conditions to track route/driverorder level delivery attempts.
SELECT COUNT(order_id) AS failed_delivery_attempts, delivery_zone
FROM orders
WHERE
delivery_zone = {{your_zone}}
AND order_delivered = FALSE AND delivery_status = “Failed”
AND updated_at BETWEEN DATEADD(Day,-1,GETDATE()) AND GETDATE()
Step 3: Configure Alert Condition
Alert Frequency: 24 Hrs
Column: failed_delivery_attempts
Operator: >
Value: {{critical_threshold}}
Step 4: Configure Team and Assignees
Team is responsible for this alert (optional) - Dispatch Team
Person assigned to the incidents (optional) - Ops Lead
Step 5: Configure Alert and Incident Details
Alert name: Failed Delivery attempts is High
Configure Incident Tile: {{failed_delivery_attempts}} Delivery Attempts in have failed {{delivery_zone}} area.
Default Incident Priority: High
Step 6: Setup Notifications
Channel: email/slack
id: {{}}
Escalation:
Duration: 1 Day
Member: Area Operations manager
Channel: email - [email protected]
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