Missions 10 & 11 Recap

Self-Install

100

How do we assist if a customer's equipment is missing but is marked as delivered?

Missing Equipment UCM Ticket

and

Schedule SIRTC

200

No matter what the customer tries their modem's online light just keeps blinking while they try and activate, how do we assist.

Troubleshoot using the Self-Install tree.

300

During activation where do I look to be certain a device is online?

Uptime in Scope

400

What is something the customer HAS to do in order for us to help activate a new account by self-install?

Accept Terms and Conditions.

500

In what scenario would we charge a self-install fee?

New LOB installation

Tools

100

What does scope show if the customer has a non-pay on their account?

Modem Quarantine

200

If the customer has Advanced Wi-Fi which tool do I use to view/make changes to their wireless internet?

WIN

300

Which tool do we use to look up error codes and check for status or workarounds?

Verbatim

400

If a customer does not have Advanced Wi-Fi what tool do i use to view/make changes to their wireless internet?

Scope > Wrench Tool

500

Which tool do we use to help customers with their Spectrum.net login issues.

CIMT

Call Handling

100

Where can I confirm Terms and Conditions on a customer's account in Agent OS?

Call Reason Tab

Troubleshooting Tree

Task dropdown on Device Management

200

What is the appropriate tree to use for a customer with self-install issues?

Self-Install tree

300

A customer requests assistance with downloading the Peacock app, how do we assist?

Xfer to Internet Repair

400

What is the process customer's need to go through when specifially adding Voice?

Third Party Verification

500

A customer is requesting assistance with their MyAccount password, we're unable to resolve with basic troubleshooting in the trees but we're stuck, how do we move forward?

If unable to resolve basic Login/Password Support by utilizing Troubleshooting Flows, Transfer to Internet Repair

Scope

100

Voice service is having issues following activation, and they'd like to make changes to their voice features, how do we assist?

Transfer to Account Management

200

Customer is missing channels on their STVA, how do we help?

STVA tree and if unable to resolve transfer to advanced streaming.

300

A customer calls you stating that there was an unauthorized port of their phone number, how do we proceed?

Transfer to Home Phone Repair

400

What is the appropriate process for a customer asking you to add SIA to their account?

Check if pre-qualified, if not direct customer to the SIA Application, if they cannot download the form, submit UCM to send the form to them.

500

A customer is in the middle of a physical move and has instead decided to cancel the move and disconnect the service entirely. How do we handle this request?

Warm transfer to Retention.

Misc.

100

Define OnNet and OffNet.

OnNet = customer is on their home network.

OffNet = the customer is not connected to their home internet.

200

What is the difference between a native number and a ported number?

Native = owned by Charter

Port = owned by another carrier

300

What is the current Docsis version for our internet equipment?

3.1

(3.0 will still work in some markets for now but the goal is upgrade everything to 3.1)

400

What is the max supported speed for a TM1602 eMTA?

400 Mbps

500

What is the 7th light (going top to bottom) on a Ubee DVW32CB? What would it take for a customer to be able to use that feature?

Tel 2 light

The customer would need to be subscribed to Voice service and have two numbers active on this modem.