Jeopardy Spectrum Edition

Scope of Support (GEN9152)

100

The customer calls in to update their bill to address do you keep or transfer to billing?

Keep (extra 50 points if you can show process)

200

The technician calls in and request that a service order is changed do you keep or escalate the call?

Keep and you educate technician that the customer must call in to make requests.

300

Change Self-Installation Order (Equipment already shipped/picked up equipment)

Keep complete open order and submit new order

400

Cancel a Transfer Order

Keep and cancel open orders

500

Damage Claims

Keep

Refer to GEN2787 Damage Claim and Cleanup Requests

Know your Tools (GEN2471)

100

To find a channel/network you would use this tool?

SET

200

When verifying signal levels you would open what tool?

Scope

300

To assist a customer with remote pairing you would use this tool?

New spectrum Emulator (program remote)

400

When assisting a customer with finding a show/movie what tool would you use to find the listing?

Set (Program search)

500

With what tool can you do an entitlement sync? What types of guide/guides does this tool support?

SG repair tool 

Spectrum guide only

Probing Questions (GEN8535)

100

I have no sound?

• Can you describe what was going on when this first started happening?
• Are you experiencing this on your other TVs as well?
• What do you see on your TV screen?
• Do you see the volume bar on the TV moving?
• What lights are lighting up on your remote when you try to adjust the volume?

200

My picture is not coming in?

• Can you describe exactly what you're seeing?
• What was going on when this first started?
• Can you describe what you're experiencing?

300

I can't order a movie/event?

• Can you describe to me what you see on your TV?
• Are you experiencing this on your other TVs as well?
• What is the name of the movie you are trying to order?
• What happens when you try to order the movie?

400

My recordings don't play?

• Can you describe what happens when you try to play your recordings?
• Is this happening on this recording only or others?
• What do you see on your TV screen?

500

My TV is Broken

• When you say your TV is broken, can you describe what you mean by that?
• Can you describe what you are experiencing?
• Can you describe what you see on your TV?
• Can you describe to me what was going on when this first started happening?
• Are you experiencing this on your other TVs as well?

Troubleshooting Trees (GEN8535)

100

What issue is the customer having? Scheduling Recordings

LOB: Video
Issue: Equipment
Cause: DVR Functionality

200

What issue is the customer having? Guide/Programming Mismatch

LOB: Video
Issue: Feature
Cause: Guide Issues/Guide Errors/Worldbox Apps

300

What type of issue is the customer having? Purchase Pin 

LOB: Video
Issue: Customer Education
Cause: Customer Education

400

What issue is the customer having? No Signal

LOB: Video
Issue: Picture
Cause: Missing Channels/Channel Unavail/No Signal/Black Screen

500

What issue is the customer having? Cable Box Noises

LOB: Video
Issue: Equipment
Cause: Equipment Issues

Using Agent OS (HOW6687)

100

This tab allows new connect service orders as well as change of service orders?

Ordering Tab

200

This tab has sections for symptoms for troubleshooting issues based on the Line of Business?

Repair Tab

300

This tab provides quick links to commonly used tools for all lines of business and positions?

Tools

400

This tab allow us to see customers bill information and service information?

Billing Tab

500

Where can you find the event history (outages, channel impairments, etc..) information?

Repair tab (impairments & other events)