QMS
What do you use QMS for
What is flagging a call
My box is showing that I need to activate it. What do you do with this call
What is transfer to tv repair
What are 6 things you can access in APPBar
What is
What are the Five things you can access in Call Tracker
What is Caller, QMS, Transfer, Call Tracker, Settings
What are Two things that you can view in Caller?
What is IVR Info and IVR info history
What reasons do you use QMS
Supervisor Review, and Phone Issues
Hi my name is Tim my account number is 2021548769578301. I want to know why my bill is so darn high I need to lower my bill or I'm going to disconnect.
What do you do in C360
What is select Billing, Out of Scope (Transfer), Existing L-CHTR Customer, Transfer to L-CHTR, put in note
Why is Call Tracker important
What is helps to identify areas of opportunity for improving our products and services
Hi my name is Billy with retention I have a customer who called in and wants me to disconnect an account that she states that she did not open.
What do select in call tracker
What is billing, Out of Scope Transfer, Consult from another Department, Agent Education
What Four pieces of information pops at the top of Caller
What is Caller ID, Dialed Number, Account Nbr, and POC
Can you view the number that the customer dialed in QMS
What is Yes
My name is Thomas Ray do you need the account number or my address you people always needing information when you should have it. I don't want to hear it I want this bill lowered you don't know squat. I'm going to burn all of this up.
What do you do in C360
What is select Billing, Change of Service, Downgrade Service Request, Escalated (Note Required), put in note, Go to QMS Flag call
If an agent submits the ticket without completing a required field what will happen
What is the issue will not successfully submit/ The required fields will be pink to signify they have to be completed in order to submit the tracker ticket
What are the Five things you must complete in Call Tracker
What is Type of Call, Issue, Cause, Resolution, and Notes
What information can you find under the IVR info History tab
What is Account Identified and Account not Identified
What information can you see in QMS (Give 4)
What is Number Dialed, Account Number, Caller ID, UCID, Start Time, End Time
My name is Naquanya Smalls and I need to make a change to my. Agent: you need to contact employee services, Customer: I am a manager so just do it or you will lose your job
What do you do in C360
What is select Billing, Change of Service, General Inquiry, Escalated (Note Required) or Customer Education , put in note. Go to QMS Flag call
What is the ID for C360 AppBar: Call Tracker or C360 AppBar Overview in OKM
What is HO3288 or G1022
How can you move forward and backward in Call Tracker
What is forward = Shift + Backspace at the same time, backward = Backspace
What Does POC mean
What is Purpose Of Call
The time limit you have to flag a call
What is 4 hrs
What do you do for a ghost call
What is select Billing, Incomplete Call / Non-Customer Call, Dropped Call, Released Call , put in note no caller was on the line disconnected after providing greeting 3 times. Go to QMS Flag call
What are the Benefits of Using Call Tracker (There are Two)
What is
Hi I am Rob Tech# 1234 I am here at the customers Billy's house and I have a question.
What drop downs do I chose?
What is Billing, Out of Scope (Transfer), Tech Call, Informed Tech or Tech Education
What information can you find under the IVR info tab (Name 5)
What is Payment, Tech Support, Repeat Caller, Appointment Details, Caller Type, If they were Verified, Language, Outage message, Pending Work Orders, Past Due Flag, Division