My Toolbox
Allows you to mirror the customer to assist with navigations.
What is myAT&T Zone?
This eligibility and cost for this suspension requests includes...
What is Reduced Rate Suspend?
Company error adjustments over this amount require manager approval.
What is $75?
Cost for processing a payment with an agent rather than using a self-service option.
What is $5?
A measurement of how often interactions are transferred to another department after initial contact with you.
What is Transfers?
A single troubleshooting platform available to both agents and customers.
What is Troubleshoot and Resolve Tool (TS&R)?
Suspension type that can be indefinite and the customer continues to pay full monthly bill.
What is Voluntary Suspend?
Courtesy Credit limit.
What is $10?
A new add-on tool for performing specific transactions that require the masking of SPI data in OPUS.
What is CallVU?
A measurement of the average amount of time, in seconds, it takes you to resolve customer interactions.
What is Average Handle Time (AHT)?
Billing system used to manage a customer’s wireless account and service that other web-based systems interact with and pull information from.
What is Telegence?
This type of cancel/suspend for eligible Postpaid customers can...
What is Military Cancellation?
The amount of credit that can be given to an account per day, based on your level/role.
What is Schedule of Authorization (SOA)?
A promise to pay, or a scheduled payment that will process after the bill due date.
What is a payment arrangement?
A measurement of how many customers contact another AT&T representative within 72 hours or 30 days (depending on local tracking) of an initial contact with you.
What is Repeats?
A Web-based application, providing wireless network coverage and tower status information across the United States, Puerto Rico, and U.S. Virgin Islands.
What is GEOLink?
With a stolen devices can suspend service and add the IMEI to prevent usage on another service.
What is the Blacklist?
Tool used to apply adjustments to customer accounts.
What is the Credit Decision Engine (CDE)?
Any future dated payment that is secured by a payment method such as a bank account or debit/ credit card.
What is a scheduled payment?
A measurement of your efficiency in following your work schedule. It represents the total number of minutes you are actually logged in when you are scheduled to be logged in.
What is Adherence?
A web-based application that allows you to access subscriber information that is stored in various components of the wireless network in order to troubleshoot service impacting issues.
What is TORCH?
Tool used to add/remove a stolen device to the blacklist.
What is Device Life Cycle (DLC)?
A customer with a High-level Adjustment Activity Indicator (HAA) that is Yellow/Orange (2 or 3) is not eligible for this type of credit.
What is a Courtesy Credit?
CCKM #288603
Auto pay with a DEBIT CARD is deduct from the account this many days prior to the due date.
What is 2?
CCKM#722711
Gathers customer experience feedback and provides information related to the performance of our agents and overall business processes.
What is Voice of the Customer Surveys?