Mobile Agent Dashboard
Templates for submitting Zendesk tickets can be found in this tab in the Mobile Agent Dashboard.
What is the "Template-Pro" tab.
This is the standard cost per line for the Unlimited data plan.
What is $45?
This tool is used to notate the account with details of what you do and what happens on a call.
What is a Zendesk ticket?
This is the website for Spectrum Mobile.
What is www.spectrummobile.com or www.spectrum.com/mobile?
This is how many days from the shipping date a customer has to initiate a return.
What is 14 days?
This is the amount of the one-time charge when a customer activates service.
What is the $10 activation charge?
These are the three required pieces of information on a TAP request in addition to a brief request or question.
What is the PID, Zendesk Ticket Number, & Mobile Account Number?
This tool should be used at the start of every call to record the first issue a customer is calling about.
What is Call Tracker?
What spectrum department would be able to assist a customer having difficulty with activating their device?
What is MAC (Mobile Activations Center)?
This calculator found in overview tab of the Mobile Agent Dashboard and can be used to calculate reactivation charges.
What is the Prorate Calculator?
If a customer wants to upgrade from the Unlimited Plan for more high speed data, this is the plan you could recommend.
What is the Unlimited Plus Plan?
This is providing a statement of Understanding and/or Empathy to address a customer's emotions
What is Acknowledgement?
This tool provides an overview of common information like calculators, ticket templates, and RMA information.
What is Mobile Agent Dashboard or Copilot?
These are the four manufacturers whose devices Spectrum sells.
What are Apple, Google, Samsung, and Motorola?
This is how many times we attempt a payment before services are hotlined.
What is three payment attempts?
Unlimited Talk and Text is included in these data plans.
What is BTG, Unlimited, and Unlimited Plus?
What is the Security Code?
This tool is used to reach out for help in your team's TAP room.
What is WebEx?
Customers can view the Spectrum Mobile footprint using this resource on the Spectrum Mobile website.
What is the Spectrum mobile coverage map?
This is the phone number for Spectrum Mobile.
What is 1-833-224-6603?
Customer can have up to this number of lines on their account.
What is ten lines?
These three letters should be added to the beginning of a TAP request that is an escalation
What is "ESC"?
This tool can be used to view a customer's invoice.
What is Ridgeline?
This spectrum service is required in order to get mobile service.
What is internet service?