Provisioning
These are the 2 types of provisioning that may be used.
Next Gen, Legacy
You will click on this option to access the Security Window in Agent OS.
Verify & Authenticate
This troubleshooting flow is used to support customers with WiFi password resets.
WiFi Credential Management
Customers MUST meet this level of account security when requiring troubleshooting assistance.
Verification
This internet speed provides upload speeds up to 35 Mbps.
Spectrum Internet Gig
This single word will display in the Device Status when the equipment is properly provisioned.
Active
This Agent OS panel is used to send Email Helpful Hints to customers.
Relevant Knowledge
This troubleshooting flow is used when the customer claims their service has had inconsistent connectivity but their internet isn’t working right now.
Cannot Connect
Customers can have up to this many Authorized Users on their account.
4
This internet speed provides download speeds up to 500 Mbps, based on market availability.
Spectrum Internet Ultra
This Dashboard section will provide you with the customer’s provisioned speed.
Service Status
This tab is the main tab for reviewing Order Statuses and Order Types as well as rescheduling and canceling orders.
Work Management
This modem light indicator refers to the signal that moves from the headend to the house/business.
Downstream
This CoPilot Document ID should be subscribed to and frequently reviewed to stay up to date with all of the latest changes and modifications to Account Security.
GEN4067 Account Verification & Authentication of Residential Customers
This internet feature offers customers protection against all types of malicious software, including viruses and spyware.
Spectrum Security Suite
- This selection from the Device Management Screen may correct provisioning errors or speed mismatches.
Reprovision
This menu option will allow you to access additional information & perform actions in various sections of Agent OS.
Tasks
The process that is used to help identify which troubleshooting flow is best suitable for the customer’s issue.
Probing Questions
– Spectrum offers this innovative Biometric authentication method in the IVR to help our customers with a convenient way to keep their account secure.
Voice ID
Customers receive this many email accounts with Spectrum Internet
5
You will be able to perform this provisioning step in Troubleshooter for L-CHTR Non-Voice customers.
Account Sync
Legacy provisioning messaging will be located within this section in the Device Management tab when applicable.
Devices
This troubleshooting step requires you to confirm if the Interface Admin Status is up.
Ethernet CPE Interface
This tool allows agents to view IVR Authentication or Voice ID Match with a simple glance.
App Bar
Customers must meet required qualifications for this internet speed.
Spectrum Internet Assist