Recurrent Verifications

Nicolas Audet
Nicolas Audet
  • Updated

Overview

Like everything, gaiia is not perfect (yet). We recommend that users regularly check to make sure features are functioning appropriately. Ideally, verifications should be done by experienced agents that understand the nuances of the gaiia platform. 

Most of the time, errors in gaiia are caused by 3rd party misinformation (ex. not changing the request status to completed it is done). 

Verify your Issues tab

The issue tab highlights cases that fall off the automation path. Those should be dealt with daily. Use the action button to put them back on track and solve the Issue to remove the tag from the operation.

Verify Old Pending Accounts

We recommend checking pending accounts to ensure that the activation process is done properly. These can be caused by a "no reply" from the customer to your communication if you don't have any follow-up on your side. To find these accounts, go to Accounts > add filters:

  • Created at > is before > [we recommend 30 to 60 days from today]
  • Status > Pending

The date you select can vary depending on your ISP. Being too close the current date will add a lot of normal pending activation (i.e., waiting for the technician appointment date). Selecting a date that is too far from the current date may result in under-serviced customers and avoidable churn. 

Make sure to use the Action button or create the appropriate operation to fix the account if the status is not what it should be.

Verify "Out of Sync" Accounts

We regularly run tests to ensure all customer statuses and operations align and make logic sense. 

When we find accounts that are "out of sync", we will highlight them in a pre-determined communication channel (varies by customer). Some examples of accounts that are "out of sync" include: 

Inactive accounts with billing subscriptions:
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Suspended accounts without suspended subscriptions:
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Suspended accounts with billing subscriptions:
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Active accounts with suspended subscriptions:
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Active accounts with billing subscriptions and billing cycle not enabled:
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Active accounts without billing subscriptions:
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Pending accounts with billingCycleEnabled:
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Pending accounts without subscriptions:
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Active accounts with billing subscriptions and no threshold:
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Active accounts with billing subscriptions and no more bandwidth:
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