Unresolved Issues
We would do this when another department or work group is needed to resolve an issue.
What is Create a Case?
2 of the most common types of wearables.
What are Fitness/Health Trackers and Smartwatches?
A new streaming experience featuring all of HBO, together with the greatest collection of movies, shows, and originals.
What is HBO Max?
The newest television experience that puts the customer in control. With access to live TV, thousands of titles on demand, Cloud DVR, and access to other apps like Netflix and Pandora, is the one-stop shop for all things entertainment.
What is AT&T TV?
Number of attempts an Account holder has to provide the correct passcode.
What is 3?
Tool used to create an Urgent Case?
What is ICU Case Builder?
Software installed on the device that acts like a virtual SIM card.
What is an eSIM?
HBO Max can be streamed on_______devices per account at the same time.
What is 3?
Gives customers sports, news, shows, and movies for the whole family, with the powerful Genie HD DVR to deliver it all.
What is DIRECTV?
To display the IMEI on the device customer can enter this code.
What is *#06# ?
When a customer requests to escalate this is the first step you should take in the situation to attempt resolve the issue.
What is Empathize with the customer?
CCKKM #129088
Lets you use your smartphone number on your smartwatch and can make and receive calls and send and receive text messages on your compatible smartwatch.
What is NumberSync?
Cost of HBO Max add-free.
What is $14.99?
Consistent, high-speed connected experience delivers fast speed, even at peak times.
What is AT&T Internet?
Includes over 200 data elements from 35 systems, providing a clear view into the customer's recent Mobility interactions.
What is Snapshot?
This is the only valid commitment type.
What is incomplete technical troubleshooting?
CCKM#370630
This type of wearable use Bluetooth Smart technology and do not have their own SIM card.
What is a Companion Wearable?
HBO MAX has __________+ hours of exceptional content available.
What is 10,000?
Reliable service provides crystal clear digital or landline plans, easy wireless options, and the most up-to-date equipment. Plus, there’s an affordable plan for everyone. Calling has never been more convenient.
What is AT&T Home Phone?
Preferred International package to save customer money.
What is International Day Pass (IDP)?
You should do this when a caller mentions routing an issue to an outside state or federal agency, such as the president of the company or the person in charge.
What is notify IMMEDIATELY your manager?
This type of wearable can operate on the wireless network and have their own SIM card and service number to stay connected even when the user's smartphone is left behind.
What is a Connected Wearable?
A customer can have up to ____ profiles per account with option to add PIN protection and parental controls to a child's profile.
What is 5?
Equipment for wireless networking standard that allows broadband data-transfer speeds over short distances while getting a whole home experience.
What is Wi-Fi equipment?
Voice of the Customer initial greeting is sent to the customer between _____________customer's local time, based on the customer's market code.
What is 9 a.m. - 8 p.m?