Daily Task Log

Random Check Level: Total hours to distribute:

GFC Side (Client – Platform Owner)

Discussed new feature requirements and priorities with GFC project stakeholders. Collected feedback from GFC regarding agent issues and operational pain points. Clarified business logic changes and their impact on the call center flow. Participated in review sessions to validate change requests submitted to the vendor. Shared incident summaries and resolution ETAs with GFC contact points. Logged GFC escalations requiring vendor or internal UPS intervention.

UPS Side (Your Company – Solution Provider)

Monitored UPsolution system health (Node.js services, NGINX, MongoDB). Investigated internal logs and application errors for ticket triaging. Coordinated escalations between GFC and Fullestop teams. Maintained internal documentation for known issues, fixes, and change history. Participated in daily or weekly sync calls with internal UPS team. Reviewed and approved technical responses before sharing with GFC. Evaluated pending platform enhancements or technical debt items. Handled UAT environment access requests or deployment scheduling.

Fullestop Side (Vendor – Platform Developers)

Reported technical bugs and inconsistencies to Rakesh & Rishi. Reviewed status of open tickets, timelines, and delivery estimates. Validated new features delivered by Fullestop on staging/UAT. Discussed feasibility and scope of change requests submitted by GFC. Tracked resolution progress for critical incidents or rollback actions. Provided trace logs or reproduction steps to assist with debugging. Followed up on delayed patches or pending configuration updates. Clarified integration-related concerns between UPsolution and external systems.

Operations Side (End Users – Call Center Team)

Supported agents with login, call handling, or screen behavior issues. Gathered real-time incident reports from supervisors and logged tickets. Delivered quick workarounds or provided updates on known outages. Collected user feedback to pass along for vendor improvements. Verified agent call flows after recent platform updates. Assisted operations team in preparing test cases for new features.

Micros Side (POS Team – Symphony API Integration)

Verified order flow and sync between UPsolution and Micros POS. Troubleshot missing transactions or data mismatches via Symphony API. Coordinated with the Micros team on API downtime or connectivity issues. Logged detailed reports of POS integration failures with timestamps and payloads. Confirmed resolution of syncing issues after Micros-side fixes or reboots. Cross-checked POS status from GFC side when orders failed to appear or update.

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