Tools/Resources
Agent would use this tool to view possible outages
What is Outage Board?
Maximum amount of data that can be sent over an internet connection during a given period of time
What is Bandwidth?
A customer needs what two things to sign in to their AT&T TV account
What is UserID/Email and password?
This take only 20 minutes to set
What is AT&T TV Device
This determines if a customer is authenticated in chat
What is TGuard?
Tool used to view customer streaming history, device problems, WIFI and connection issues
What is X-VU
This internet speed will allow a customer to download 25 songs in under 1 seconds, 30 minute HD TV show in 11 seconds and a 2 hour movie in 45 seconds
What is 1000 MBPS
An account will hard lock for
What is 24 hours?
These three devices are not compatible with AT&T TV NOW
What is XBOX, Vizio TVs, and LG TVs
When a customer uses a mobile device to chat the console background is this color
What is Purple?
An agent would use this tool to thoroughly educate the customer by sending them a self-help link
What is Solutions Sender
This measures the speed between your computer and internet to help determine the steps to improve performance
What is Internet Speed Test?
After how many tries will an account soft lock
What is 6th attempt?
This turns blue and listens for six seconds
What is Google Assistance?
An agent must do this before sending a one time pin to the customers email address or AT&T number
What is (Ask for Permission)?
An agent would use this tool to connect with NetCare when troubleshooting does not work
What is SmartChat?
This Internet speed tier does not offer plans below 50 MPBS but are priced the same as 50 MPBS
What is Fiber Technology?
These days allow you to receive extra days on your billing cycle
What is the 29th, 30th and 31st?
Flashing blue and yellow lights indicate
What is critical temperature?
If an agent finds multiple accounts in OPUS with the same email address this is displayed on the screen
What is account holder name, contact email, subscription status and AT&T User ID for each account?
After you try to update a payment in OPUS and it fails, you would use this tool
What is Evergent/UMS?
Content provider and customer devices are examples
What is Elements that affect internet speed?
Cx are looped back to the sign in page when attempting to log in with this
What is temporary password?
AT&T TV Now does not currently offer this this programming
What is 4K programming?
This happens each time the One Time Pin is sent, verification is attempted and authentication is successful/fails
What is an event is created in Evergent/UMS?