Agent OS
What is Agent OS replacing?
Gateway
What will be present on all tabs of the account?
Billing payment date
What is the Full name for UCM?
Unified Case Management
When can we cancel orders?
Anytime up until the payment is attempted or pending
How can we help non-customers when they call?
1. Provide general spectrum services and information.
We can see activation information in this section
Mobile Activation History
What actions can I take on the overview page? (1 or more of 5 possible answers)
1. Update email 2. update contact number 3. link the account 4. Change the Security code 5. Change the notification history
How will we use UCM?
Escalated requests to leads or supervisors
Who can we talk to about the account?
Account Holders and Authorized users
What copilot article will help us with UCM?
HOW6347
Where can I send how to's and help guides to the customer
EHH; bottom of the right side panel
What are we not able to do ourselves on SM360?
1. Set hotline grace period
2. Suspend autopay
3. Refund accounts
How do we get to UCM?
Agent OS-> Tools-> UCM
What are our credit limits and what are they for?
$10 for courtesy
$25 for verified credit
What information are we not able to give to callers?
CPNI information (i.e. phone numbers, names, imei numbers, security codes, addresses, etc.)
What information can we see in Mobile Orders?
1. Shipping address 2. Delivery Date 3. Credit Card used 4. Total Purchase price of the device 5. Tracking Number 6. Payment details
Where can I find our support links?
Hyper link icon
How will we link a ucm to an account?
Select create manual ticket and fill in all of the necessary account information.
What does our billing cycle look like?
30 days in total; Due date is on day 20; hotline is on day 32
How can you tell if a device is eligible and not blacklisted?
NBOP-> validate devices
Where can we see the notes on the account?
Bonus: When will we start putting notes there
1. Memos; top right side panel
Bonus: When we fully transition to 2.0
Where can I see current charges for the account?
Billing tab-> Current Cycle-> View Current Cycle
What's the best method for looking up a UCM?
1. Using the UCM reference number on an account that pulls up in UCM automatically
2. Using the account number to search for existing ucms
What must we do on all calls before accessing account information?
Verify and Authenticate
What does it mean when an email address is not verified?
We need to collect the best email address from the customer