SYSTEMS

inContact

inContact (Softphone)

Although this tool possesses useful canned reporting leadership can use to improve Call Center performance, it is more of an Agent interface that contact center representative uses to handle calls.

TOP Things that can be performed in this tool:

1. View how many calls in queue and length of time a Customer has been waiting

2. View the specific metrics for the day; service level, AHT, AWT, Abandon% etc.

3. See how many Agents are available and their status (available, unavailable) across programs

4. Receive/View broadcast messages

5. Set AUX states in/out | Go available/unavailable

6. Schedule to-do’s

7. Personalize reporting and dashboards

8. “Warm” Transfer/Conference 10. Create/Delete skills

STELLA CONNECT

Program: Fandango.Com (Ticketing) & FandangoNOW (Streaming)

Stella Connect (SURVEY TOOL)

Stella Connect is the survey tool used by Fandango.com and FandangoNOW to solicit feedback from Customers about their interaction with Call Center Agents.

TOP 10 Things that can be performed in this tool:

1. Send surveys to Customers

2. Instantly see survey ratings

3. View how many rewards a Customer has given an Agent

4. View a custom range or a rolling 30-day view of response rates and Agent ratings

5. View areas of improvement

6. View leader board – Top 10 Agents by rating

7. Review trends report

a. Team Member, Company and Program

8. Automate reporting to your inbox

9. Preview feedback request – survey request sent to the Customer

10. Create Stella Profile | Preview Profile

PAYMENTS AND PROCESSING

The Admin Tool is a critical and useful tool for an Agent to understand and use. The majority of Fandango business is related to the processing of payments and transactions that primarily funnel through the Admin Tool.

The Admin Tool guides Agents through transactions and helps troubleshoot at what stage Customers may have experienced an issue. It also directs Agents where the issue should be escalated if the issue is not able to be resolved at the Call Center level.

1. Escalate to Fraud Queue

2. Direct Customer to use another form of payment or to their Financial Institution

a. If Accertify Risk Limit Exceeded – Escalate to Fraud Queue

b. Validate on F.com if theater is experiencing any issues (use Site Support troubleshooting)

3. If successful – Customer receives “Confirmation e-Mail”, Theater receives tickets. a. If not successful, escalate to Site Support.

a. If not successful, escalate to Site Support.

Fraud detection software integrates with the Fandango website and acts as a go-between using APIs (software that allows Fandango systems to communicate with transactional systems) to communicate with financial institutions ensuring Customers information and Fandango business are kept safe and secure.

VIP+ POINTS ADMIN TOOL (SPOTLIGHT)

Program: Fandango.Com (Ticketing) & FandangoNOW (Streaming)

VIP+ POINTS ADMIN TOOL (SPOTLIGHT)

VIP+ POINTS ADMIN TOOL (SPOTLIGHT) is Fandango.COM and FandangoNOW’s administration tool for managing points and rewards activity associated with a Customer’s account and transaction history.

TOP 10 Things that can be performed in this tool:

1. Search by email address or VIP ID to locate a Customer

2. Access Customers information page by clicking on email or VIP ID

3. Add a VIP Account Customer to the VIP+ Points Admin Tool

4. Edit accounts – email addresses only!

a. If it’s missing

b. If it’s different than what’s in Backlot Admin

5. Adjust points, balances

6. Add notes and comments

a. Why points are being added

7. Block/Unblock Accounts

8. Access transaction, rewards and activity log tabs

9. View Points expiration date and status

10. View a VIP+ Loyalty Reward members lifetime points

***Notice points-earning activities like “ LOYALTY_TICKET_PURCHASE” add points, and conversions to a reward “LOYALTY_REWARD_UNLOCK” result in 600 points being subtracted from the Current Points Balance.***

ORACLE CRM

CRM (Oracle)

CRM (Oracle) is the incident tracking tool used by; Fandango.com and FandangoNOW to monitor, track and understand what trends Customers are experiencing when interacting with Fandango’s products and services.

Things that can be performed in this tool:

1. Open new incidents, view, edit and resolve existing incidents

2. See incident history (incident tab)

3. View Customer contact details

4. Upload attachments as well as view and download attachments provided by the Customer

5. View audit log/history

6. Capture details from the Customer

a. Private – Note: Capture details about the issue from the Customer

b. Theatre purchased from/or attempting to purchase from

i. Theatre

ii. Theater Name, City, State

c. Order Number

d. Confirmation #: Refunds Tab

7. Input incident details:

a. Subject

b. Status

c. Queue

d. Contact Source

e. Keyword (if applicable)

f. Category

8. Provide incident Number

9. Session Details – In some instances, the Operating system, browser details and Customer Experience path are shown here

10. Chat with a Customer

TRANSACTION WIRELESS (Ticketing)

Transaction Wireless or TW creates both Fandango’s digital (virtual) and physical gift cards collateral. TW manages the shipping and delivery process for physical gift cards and the virtual distribution of digital gift cards.

Things that can be performed in this tool:

1. Resend virtual gift cards

2. Validate whether a virtual gift card has been viewed

3. Validate delivery of a virtual or physical (shipping details) gift card

4. Validate Gift Card Owner and Gift Card Purchaser

5. Verify email addresses for digital gift cards a. Whether email was successfully sent

6. Update personal details and message for Customer

7. View purchase receipt and details

8. Update email details (in the cases where an email bounced, typically .Aol

9. View transaction ID, message ID, VGC key and Secure key

10. If the gift card had an image, the image details will be displayed.

SALESFORCE

Program: REWARDS

SALESFORCE

The tool used by the Rewards program to manage cases and customer contacts related to past, current and upcoming promotions.

Things that can be performed in this tool:

1. View status of a case.

2. Identify the case owner/who the case is assigned

3. Obtain information/details about the opportunity

4. Task “assign” a case to a level two (L2) support person

5. Update a case/review notes and comments

6. If attachments are within the case, FAQs and amended information will be enclosed

7. Review information about an Opportunity; Opp#, Program Manager/Primary contact, who owns the opportunity, start/end date and qualifications

8. Search/Locate an opportunity by name or number

9. View description and qualifying products 10. Generate reports

MyQR

Program: REWARDS

MyQR

MyQR is the administration tool used by the Rewards program to manage, track and monitor a Customer’s account and transaction history.

Things that can be performed in this tool:

1. View/Edit platform accounts

2. review/approve/decline receipt submissions

3. Mark submissions for fraud review

4. Obtain reward information per opportunity

5. Generate replacement Hollywood Movie Money & Virtual Visa Gift Cards

6. Search HMM & VVGC transaction history

7. Search and activate unique codes

8. View all active promos

9. Search error codes for platform accounts

10. Search a Customer’s reward history

KIBANA (a.k.a. Unicorn)

Program: FandangoNow

KIBANA (UNICORN)

Kibana is FandangoNow’s content playback tracking system; it’s used to search and research viewing data.

Things that can be performed in this tool:

1. View the content played

a. Specific episode or chapter

2. The amount of time the content played

3. What device content was played on

4. See the location the content is being played from

5. See internet service provider

6. Validate buffering issues

a. Heartbeat means playing fine

b. Buffering means issue

7. Validate through specific parameters and date ranges

8. View the definition content is playing in (SD, HD, UV etc.)

CSP (Admin for FandangoNow)

Program: FandangoNow

CUSTOMER SERVICE PORTAL (CSP)

CSP is FandangoNow’s administration tool for managing a Customer’s account

Things that can be performed in this tool:

1. Register and Deregister devices

2. View devices linked to FandangoNow account

3. Suspend accounts

4. Issue refunds, store credit and rental coupons

5. Reset passwords (Technicolor Only!)

6. Upgrade movie types (SD to HD)

7. Search purchase history

8. Add movie title (add rights)

9. Search coupon details

10. Searching titles that FandangoNow offers