Tv packages
This is our most common base TV package.
TV Select
Charter Communications is the ___ largest cable provider in the United States.
2nd
Of our two "drop" cable methods, what is the reason we wouldn't complete a bury drop for multiple months?
Winter
During the year when the ground is frozen, we still install the customer's new Spectrum service, we will not be able to dig into the ground until spring.
What tool do we use to lookup how-to guides and business rules on calls?
CoPilot
We use this every day to help navigate calls and use walkthroughs to update our customer's accounts.
This software is how we login for the day and change over to break/lunch.
Avaya
Information from this tool is what makes up your timecard and later on will also help with schedule adherence.
What is the monthly rate for an Entertainment View subscription?
$12.00/mo
What were the three legacy companies that now make up Spectrum?
Charter Communications L-CHTR
Bright House Networks L-BHN
Time Warner Cable L-TWC
Tap
On a neighborhood level the customer will have a tap to spilt our cable signal to around 8-10 different customers, depending on the need of that tap.
This is our Home-Page for the entire company.
Panorama
Links to our timecards, tools, and articles about updates happening around the country.
When can I login to my Avaya for the day?
When your shift starts.
Logging in before or after can affect your timecard, it can be fixed but shouldn't happen often.
What is the name for our networks that are not included in a bundle? Meaning the customer needs to subscribe to them individually.
Premium Networks
HBO, Showtime, Starz, Starz Encore, Cinemax, The Movie Channel, MGM+
We offer our 3 "core services" Video, Internet, and Voice, what is the new line of business (LOB) that we offer our customers?
Mobile
We use many types of cable to get our signal where it needs to go, what type of cable do we use to communicate between the Headend and the Hub?
Fiber Optic Cable
Thin flexible fibers with a glass core through which light signals can be sent with very little loss of strength.
What is the section of Panorama that houses our eLearns?
Talent Center
Anytime you're assigned new training material it can be found in talent center.
You shouldn't be doing this if you're not logged into Avaya.
Work
This includes reading emails, making up eLearns. You should be paid for your time, Overtime can be setup with your facilitator during training upon request.
What are the subscription channels that are only available through streaming (except in certain markets)?
International Channels
Available through Internet Protocol or IP. Only certain areas (think NY or LA) will have the option of viewing through a cable box.
Name 3 of the other departments that we work with to help customers.
Sales
Billing
Internet/Voice Repair
Retention
Dispatch
Day of Job
Local Offices
Which type of cable do we typically use to connect a customer to their tap?
Coaxial or Coax
In some cases, we do have FTTP (Fiber to the Premise) it's much more common that we stick to regular copper coax cable.
Which email hosting program do we use for our work emails?
Outlook
Which if we forget to bookmark can always be found on Panorama.
While in the first 5 weeks of new hire training, what should your AUX status be most of the time?
AUX 12 New-Hire Training
In production it will usually be "Ready"
Which base TV package is ONLY streaming?
TV Essentials
This package is only streaming all the time and cannot support any cable boxes.
Spectrum creates and broadcasts this type of content in certain markets.
Local News
Through a channel called Spectrum News One.
This nondescript building will receive and process our signal, sending at lightspeed to the Hub.
Headend
Getting the signal from satellite and transmitting it down the line to the Hub to be redistributed.
Arguably the tool we will use the most, it's built to help us handle calls and is our main way of interacting with the customer account.
AgentOS
While CoPilot will be used on a lot of calls especially at first, AgentOS will be used on every single call.
What is the first 5min of your shift for?
Bringing up tools, checking emails.
Not for personal break, running to get coffee.