Admin Panel (Admin)

How do users who self-sign up know their organization code?

For the time being, the organization code is given to your super admin when user activation is done. If the organization code is not shared with you by your super admin, please ask your super admin to create an account for you.

Alternatively, if you receive an organization code from your super admin, you can proceed to self-sign up by completing the sign-up with the organization code. Your super admin will receive a notification to approve your account.

By Q4 2022, we will be simplifying the user sign-up flow for a better experience.

Is there a login session timeout for users who are not active?

The user is considered active while using the Quincus platform. If the user is idle for some time, they will be logged out as the session has expired and will be asked to log in again.

In the Production environment, the expiry time is set to 30 minutes, and it is 1 day for Driver App.

In the POC environment, the expiry time is set to 1 week.

As an admin, I have rejected a new user request by accident (it was meant to be accepted); what do I do?

When you reject a new user request by accident, there are two options you can move forward with:

• Option 1:
  Delete the user account and recreate another account with the same email address. Upon account creation, your user will receive a welcome email, enabling them to set up their account password and use it immediately.
  
  
• Option 2:
  Contact Customer Support and provide the email address of the user account. We can help re-approve the user on the back end for you.

I am not receiving any password reset emails from Quincus.

If you encounter this issue, first check your junk mail to see if the Quincus email has been redirected there.

If the email cannot be found in the junk mail folder, your organization might have blacklisted the Quincus email domain. Please contact your organization's IT department to whitelist the Quincus email domain to receive our emails.

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Communications Center (Comm Center)

Are there SMS notifications for every action being done within the Quincus system?

Currently, there are pre-defined milestones, trigger events, and templates. If the users need additional trigger events or templates, please contact Customer Support, and we will get back to when that could be accommodated.

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Order Management

How is the estimated delivery time calculated on the order details page?

Scenario 1.
If the allocation matrix is set up with Service Level Agreement (SLA), the order will display ETA based on SLA setup:
For example, ETA based on pick_up_start + max_sla of allocation matrix

Scenario 2.
If the allocation matrix is not set up, an order ETA will not be displayed.

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Is there a limit to how many orders I can upload with bulk order creation?

The recommended limit for each bulk upload is 500 orders at a time.
As it is a recommended limit, users can also upload more than 500 orders in one go; however, this would require a longer time for orders to be processed successfully.

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Customer Portal (Qship)

What's a tracking ID?

A tracking ID is a unique number assigned to each order and shipment, allowing you to monitor your order's progress. On Q-Ship, you can track your orders using both Order ID and Shipment ID. These IDs can be found on your shipping label or order confirmation email.

Why are the milestone timezones displayed in multiple timezones for my order?

Milestone timestamps will be displayed on the customer portal in the local timezones of the origin, middle-mile facilities, and destination of the order.

For example, when the order is in Singapore, the milestone timestamps will be displayed in UTC+08:00. However, upon the order reaching Japan, the timestamps of newly updated milestones will be displayed in UTC+09:00.

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Shipment Management

How do I close a segment for shipments with multiple segments planned?

Firstly, by scanning, segments will be marked as closed based on two criteria:

• The user account that is updating the milestone must be set to the origin facility of the segment.
• A completed milestone must be updated for your shipment.

Both criteria need to be met for you to close a specific segment of a multi-segment shipment by scanning.

For more information,

• Refer to this page to learn about segment mapping.
• Refer to this page to view a list of completed milestones.

Secondly, segments can also be automatically marked as closed when you complete key events on the Quincus Platform:

• Completing the delivery job of a segment using the Quincus Mobile App. (Milestone: Successfully Delivered)
• A tracked flight safely arrives at the destination airport, according to Flightstats. (Milestone: Flight Arrival)

I have created an order, but the corresponding shipments are not showing up on my account's shipment list.

The ability to view shipments on the Quincus Platform depends on the facilities to which a user account is being assigned.

You must be assigned to at least one facility for shipments to be displayed on your account's shipment list.

I am getting "kicked out" of my account when trying to save the changes I have made in "Edit Journey".

If you cannot edit the journey segments for shipments, it may be because your user account does not have permission to access the feature. Please contact your organization's Super Admin or Admin to grant permission to edit journey segments for your user account.

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Dispatch Management

How many routes can the system support?

There isn't a hard limitation on the number of dispatches or the number of routes that can be created within a dispatch. The current products are built to scale as the need arises.

Why did my Dispatch fail to create?

To create a dispatch, you need the following data to be set up: vehicle(s), driver(s), the selected facility's route settings, and a selection of at least one job with complete, correctly formatted details.

Dispatch creation will fail when:

• there are insufficient details in any of the required setup items above
• there's incorrect data formatting of the selected jobs' details
• there are no routes that can be generated:
• given the limited vehicles and the number of jobs selected
• the selected jobs' time window commitment cannot be met
• there is an internal service error (for this, please contact Customer Support to investigate)

Why can't I see my dispatch?

Please check if the date range filter selected covers the dispatch creation dates.

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Driver App

Why is the job not flowing to the driver app?

Jobs need to be in the Dispatch active tab. If not, please activate them from the Dispatch plan tab. If jobs are in the Dispatch active tab and the driver app can't view the assigned active job, it could be an internal service error. Please contact Customer Support to investigate.

Why is the SMS link received by the new driver redirected to the mobile browser instead of the app?

Scenario 1.
The app is not installed. After installing the app, select the dynamic link again it should direct to the mobile app to set up a password.

Scenario 2.
The link directs the user to the setup password on the browser. Users can continue to set up passwords on the browser and go back to the mobile app to log in.

Can I have an OTP setup/reset guide?

Most certainly, refer to the Reset password section of the document
https://support.quincus.com/knowledge/quincus-mobile-getting-started

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Analytics

Error message: "Unable to proceed because of an error from the data source" is displayed after signing in to Tableau Cloud.

This occurs when your account is not assigned access to the project folder.

If you encounter this issue, please contact customer support for assistance in setting up the user permissions for your organization's project folder.

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Quincus Platform

Is PDPA (Personal Data Protection Act) included in the signed contract?

Yes, it does. At the same time, you can refer to our updated term of use and privacy policy here:
https://www.quincus.com/terms-of-use/

What is CSV file format?

CSV file saves a workbook as a comma-delimited text file for use on another operating system and ensures that tab characters, line breaks, and other characters are interpreted correctly. Saves only the active sheet.

• Microsoft Excel
  Using the' Save As' command, you can convert an Excel worksheet to a CSV file.
  1. Go to File > Save As.
  2. Click Browse.
  3. In the Save As dialog box, choose CSV format for the worksheet under Save as type box.
  4. Browse to the location where you want to save the new text file, and click Save.
  5. A dialog box appears, reminding you that only the current worksheet will be saved to the new file. If you are certain that the current worksheet is the one you want to save as a text file, click OK. 
  Learn more from Microsoft...
  
  
• Numbers
  1. Open the spreadsheet, then choose File > Export To > CSV... from the File menu at the top of your screen.
  2. Click Next, then type a name for the spreadsheet (without the filename extension, such as .csv, which is appended to the name automatically)
  3. To choose where to save the spreadsheet, click the Where pop-up menu, choose a location, then click Export.
  Learn more from Apple...

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A firewall may be blocking your connection to the Quincus Platform. Try switching to an external network connection and refresh the page again.

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