Jusvista is a podcast-based communication and task management platform to deliver customer support using our Visible Team Action (VISTA™) methodology. VISTA is based on the principle that a task is best accomplished if it is clearly set, visible to all stakeholders and executed in a transparent manner with every team member owning up his/her responsibility. In Jusvista a task is assigned to a single executor who takes end-to-end responsibility to act upon. He creates his team and requests for different sub-tasks to be performed by members of the formed team. At any point the status of the task and deliverables by team members are transparent to every member of the team and to the supervisors. The tool can be used irrespective of the organization size or structure.

The process of Visible Team Action (VISTA) to deliver service is as follows:

1. Customer Communication
   1. Verbal instructions together with supporting documents from Customer are received at a Business Unit (BU) of the Business;
   2. Exchanges between the business and the customer is recorded on customer account (app and browser);
2. Task Status
   1. The task is assigned by the primary contact to a single executor with end-to-end responsibility;
   2. The task is accepted by the executor who determines the no. of days to complete the task;
   3. The status bar records the percentage completion of the status of the task over time;
   4. The no. of days left of estimated time to complete the task and in case of over shooting, no of days above the estimated completion time and subsequently the no. of days above twice the estimated time are displayed;
   5. The customer receives the actions underway on customer account (app and browser);
3. Task Actions
   1. The executor indicates actions undertaken by selecting the appropriate action buttons The task status shows the current actions by the corresponding colour codes
4. Teamwork
   1. The executor add Operators by making team and remove them when their subtasks are done
   2. Managers responsible for the BU are automatically included in the team till the completion;
   3. The task appears on the panel of the team members and notifications are received
   4. Team members carry out their sub-tasks and keep the team updated on respective status over the shared comment box;
   5. A task may be selectively or entirely shared to an external party and saved internally;
   6. Reports can be exported in various format for analysis and management purposes
   7. Before accepting a task and after completing a task, a task can be transferred to another BU;
5. Trail
   1. Actions and comments by the assigned executor and team members are logged and visible to team members

A Business may have one or many BUs to serve tasks relating to Reviews, Complaints, Requests and Juscast (RCR/J). In case Jusvista is deployed for several BUs, the BU managed by the business/main admin is referred to as the main BU.

Step 1

The Master Admin undertakes the following User Management set-up:

1. Create other BUs for a) Customer Engagements and b) Internal purposes],if necessary;
2. Add System-defined Operators for task areas (RCR/J and CRM)as follows:
   1. BU Admins for other BUs;
   2. Managers by assigning to one or several BUs
   3. Primary Contacts for Master BU {Default is Master Admin}
   4. BU Executors (Master)
   5. Coordinators (Master)
3. If necessary create business defined Roles by assigning tasks
4. Add Operators with business defined Roles

All newly created Operators receive by email their user access to Jusvista Lounge.

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Step 2 (In case of set up for several BUs)

Respective BU Admins undertake the following User Management set-up:

1. Add System-defined Operators for task areas (RCR/J and CRM)as follows:
   1. Primary Contacts for Master BU (Default is Master Admin)
   2. BU Executors (Master)
   3. Coordinators (Master)
2. If necessary, create business-defined Roles by assigning tasks
3. Add Operators with business-defined Roles

Note:

• Master Admin email is the unique identifier of a business. This email cannot be used for personal access to the platform or applications
• BUs can be External or Internal. Only External BU are visible to Customers
• BU Admin cannot create another BU or Admin within his BU
• Master Admin cannot create any user within a BU except for BU Admin
• System defined roles viz. Admin, Primary Contact, Manager, Executor and Coordinator, cannot be modified
• Once created, business defined roles cannot be modified
• A BU may consist of only Coordinators as general users (shared resources)
• A Business can have only a single BU responsible to manage Juscasts (Default: Master BU).
• Data (voice message, attachments and the trail report) must be saved locally. These will be deleted from Jusvista server after a stipulated time.

Example:

BU:

• Functional: Communication, Works, HR, Finance etc.
• Departmental: North, South, East, West
• Note: External BUs are visible to all registered users of Justori and Justell only. Internal BUs can be used for internal tasks. If necessary, tasks can be transferred from an External to an Internal function.

Roles:

• Admin: All task
• Manager: All task except Executes
• Executor: All task except Administer and Assign
• Coordinator: Only view, listen and comment
• Customs: As defined by the business

Operators:

• Amar.Naam@business.com (Alias:Amar);
• BU: Housekeeping; Role: Executive; Area: Request, Complaint and CRM

Coordinators:

• Operator with Support and Liaison role who can be made a team member of other BUs;

Actions are pre-defined by Jusvista

1. Administer - Create/Delete Users, Roles, Enable/Disable/Delete RCR/J, Save and Share
2. Assign - Assign/Reassin operators to Execute
3. Execute - Execute all client tasks:
   • Review: - Publish, Defer, Decline, Show/Hide
   • Complaint: - Process, Correspond, Close
   • Request: - Process, Correspond, Close
   • Juscast: - Process, Correspond, Takeover, Public Publish, Shared Publish, Decline Generate Code, Show/Hide & Premium/Public
4. Dispatch - Save, Share and Transfer
   • Save: - Save locally all data or only customer sent RCR (voice, docs, messages)
   • Share: - Send a zip-file to an external user not registered on business lounge
   • Transfer: - Transfer task to another BU at pre-acceptance or upon completion
5. Collaborate - Make team, Comment
6. Export - Export reports

Except for operators with only CRM access, all Operators have Listen, View and Comment rights.

Summary:

• Customers use Justori to send Juscast and Justell (from within Justori, or from a web-browser) to send Review, Complaint and Request (RCR)
• For RCR: Record > Select Business > Select Function > (Type Message, Attach documents) > Send
• For Juscast: Produce juscast > for Internal: Publish; for External: Publish under Business - Business to accept, modify and publish
• Primary Contact (default BU Admin) > Assign task to Executer, Transfers to other BUs,
• Executer: (responsible for task) > makes team, executes, engages with Customer, delegates subtasks
• Team member: (carries out subtasks) > receives instructions, performs subtask, reports status
• Manager: (oversees) > resolves issues
• Coordinator: (subtasks delegated to supporting BU) > same as any team member, liaise between home BU and BU responsible for the task

A. General Rules

• The Primary Contact (or the BU Admin) assigns a task to an Executor.
• For Reviews, the estimated time for different actions are pre-determined by Jusvista.
• For Complaint, Request and Juscast, the date of completion is estimated by the assigned executor
• The time starts as soon as the task was received by the primary contact.
• Status of the task is displayed over four sections.
  • Normal (1st section - bar) represents 100% of the no of total days estimated by the assigned executor to complete the task.
  • Overshooting (2nd section - bar) represents overshooting of the estimated days up to the same no. of days as estimated originally to accomplish the task.
  • Out of Control (3rd section - box) represents an indicator showing if the task is taking more than twice the no. of days estimated by the assigned operator to complete.
  • Completion (4th section – box) represents the nature of closure of the task.
• For the normal and the overshooting bars, as days pass the colour-coded executed actions are cumulatively displayed by the % of days spent at that state.
• Once a task becomes out of control (i.e. exceeds twice the estimated time to complete), only the colour changes displaying the action underway.
• The actual number of days spent at the current state is displayed under the assigned executor.
• The assigner or BU admin may reopen a closed task for reworking or reassigning. The time between closed and reopen is automatically added to the task bar and adjustments are made accordingly.
• All actions are tracked in a data table and may be exported for further analysis.

B. Special Case: Review

• The Business may decide to “show” or not to show a review;
• However, if the Reviewer decides to publish the review it will always appear on the Justori app;
• Once a review is sent to a business there will be a delay of 6 days for it to appear on Justori;
• If there is any contention, during this period, the reviewer and the Business may try to arrive at an agreement. So, unless there is a deferral sought by the Business, the review will be published on Justori on the 6th day after being sent by the Reviewer to the Business or on the day it is approved by the Business, whichever is earlier;
• The Reviewer may delete the review in between or afterwards;
• If within the 6 days period, the Business seeks a deferral and reviewer revises the review and resends, then again a further 6 day delay is added;
• The Reviewer may decide not to defer and the review will be published on Justori at as soon as the Reviewer publishes;
• The deferral can happen only once;
• Once a review is accepted by the Business, it cannot be removed from their business embedded code library for a period of 15 days.

C. Special Case: Juscast

• Juscast published from the main admin account registered with Jusvista will automatically appear on Jusvista Lounge under the Public Juscasts section. For accounts with multiple users producing juscast for the business, it is not recommended to directly produce juscast from the main account.
• Juscast produced by anyone can be shared with the business by publishing under the business name instead of publishing under Public or Private from Justori.
• Theses juscast will appear under the Shared Juscasts section in the Jusvista panel.
• The procedure to assign and process task are same as those RCR.
• A juscast can be readily transferred from the originator to the business and published seamlessly or transferred for further curating and then published. A juscast once transferred from the originator cannot be re-transferred back.
• A declined juscast is returned back to the originator.
• Until a juscast is taken over or published by the business, the originator may make changes to the juscast.
• The assigned operator may take over a juscast for reworking purpose. The juscast is then transferred from the originator to the operator.
• A juscast can be published as Public or Shared (as Premium or Private).
• The Public and Premium juscast will appear in designated areas on the business website where the business has placed the respective iframes.
• Private juscast can only be accessed from the Justori app by the selected followers as marked by the business.

• Admins may remove BUs (by Master Admin only), roles and users respectively subject to BUs do not have any users, Roles are not assigned to any user and Users are not assigned to any task.
• To remove a BU containing users, the BU has to be first merged with another BU by transferring its contents (users, roles and tasks) to another BU.
• To remove an assigned role, it has to be either merged with another role or the users assigned to it must be reassigned to other roles.
• To remove an operator, all tasks assigned to her must be first transferred to another operator.
• To remove unassigned operators, team members and Coordinators no transfer of task is required. If they are selected as team members for tasks, notification(s) of removal is/are sent to assigned operator(s) of tasks to make replacement arrangement.
• Master Admin may remove Managers other than the Beneficial Owner of the Business.
• Removal of Beneficial Owner is done from the Settings under Profile Details by appointing a new beneficial owner. Until the new beneficial owner accepts her appointment, the Jusvista membership of the business would remain temporarily inactive. The former Beneficial Owner is notified of his removal by an email.
• A Master Admin cannot be removed. It is advisable that a generic business email is used to register and administer business.