RSC and More
The department responsible for routing maintenance technicians.
What is the Regional Operations Center (ROC)?
Go here to delete a filter session
What is Workforce management (WFX) filter dialog box?
What is a Field Technician?
Connects the tap to the in-house wiring
What is a drop cable?
The fourth pillar of RSC Call Quality
What is Resolve?
Small wireless device that provide services through wifi
What is a Xumo?
PW also known as a residential install
What is Positive Work?
The department responsible for routing Field Technicians
What is The Regional Support Center (RSC)?
What is FSM (WFX)?
Effectively assess the customer's needs in a timely manner
What is part of clarifying the call?
Appropriate cable size for a drop length of 250 feet
What is RG-11?
The Third pillar of RSC Call Quality
What is Use Tools?
Wireless phone service on the go
What is Spectrum Mobile?
UCM
This information can be found under the technician profile.
What are Tech Number, Days Scheduled and Skills?
This is the result after completing a task, the RSC Agent clicks the Task Completed Icon. A date/timestamp appears in the field to the right of the icon.
What is the technician is automatically sent a Task Completed Message?
True or False: The standard greeting contains four key attributes
What is False?
Cable used to connect a modem to a customer's computer
What is an Ethernet?
Process term used for escalating certain customer requests
What is Escalation to Dispatch (ETD)?
Piece of equipment that provides access to channels and gives the customer the ability to record their shows
What is a HDDVR?
What is Escalate to Dispatch?
These are two dispatch messaging filter types
What are Technician Filter and Routing Criteria Filter?
This button sends a message to the technician stating that the estimated time of arrival on their job was removed.
What is clear ETA?
True or False: You should use all appropriate tools necessary to determine availability, refer the issue to another function, and check processes.
What is true?
Signal or noise leaking into the coax cable
What is Ingress?
Tool used to assist with identifying a potential outage
What is Scope?
Grandfathered services that allows viewing in all rooms with connected devices
What are whole house DVR/HD boxes?
TC
What is Trouble Call?
Auxillary status in Avaya when taking your 1 hour long break.
What is Lunch?
A request from a technician to the RSC.
What is a Task Message?
The meaning of the acronym SRO
What is Special Request Order?
Cable used to connect a STB to a customer's TV
What is a HDMI?
No Adult, Not Home, Customer cancelled at door
What are valid not done reasons?
Spectrum Wifi services can provide customers with this high-performance piece of equipment powerful enough to allow them to simultaneously run data-intensive applications across multiple devices connected to the internet.
What is a Router?
BT
What is Business Trouble Call?
Group that creates ETD tickets on behalf of the customers
What is Customer Care?
Signals are received, amplified, converted, processed, combined, and inserted into the network to provide services from this location
What is the Headend?
Determinating factors to whether the error is caused by Charter or the Customer
What is Service Level Agreement (SLA)?
Technician who restores network outages
What is a Maintenance Technician?
The ability to understand and share the feelings of another
What is Empathy?
Service used more by SMB than residential customers that require a modem to be provisioned especially for a ported number
What is phone services?
CP also known as a business install
What is Commercial Positive?
The number of States that Charter Operate in
What is 41?
CPE meaning
What is Customer Premises Equipment?
Analyzing an issue with a customer should begin with this type of questioning
What is open-ended?
Signal leaking out of the cable
What is Egress?
What are three primary reasons to monitor signal leakage?
No internet service unless you have this piece of equipment
What is a modem?
SMART
What is Systematic Management and Routing Tool?