General
Name of the metrics in your score card which requires you to respond customer in 6 min?
Initial Response Time(IRT)
After helping customer with their issues you need TL approval before receiving credit for this?
What is closed resolved
When you see this logo you will immediately transfer to T1 Video?
What is DTV logo?
What step you take to guide the next agent in your notes?
What is next step
By doing this you can make your words shorter?
What is contraction
What steps need to be taken before putting any status before stepping away from your desk?
What is Admin status
What is the process when we receive Spanish case?
What is escalate to lead
Need to escalate customer to T2 what can we do when we don't have any info?
What is auth link
What tab do you update the phone number and account number?
what is Profile Tab
what are few things you do while personalizing the customer post?
Using cx name/mentioning customer issue/thanking for the service
Name the matrix that will get effected when you do wrong macro?
What is Autofail
What department do you transfer when you see OANN?
What is CorpCOMM
When customer is complaining about landline phone issue?
what is POTS
when closing the case where do you go to select appropriate dropdown customer complaint?
what is properties
What to focus on when you're talking to the frustrated customer?
What is empathy (Matching the tone)
Where do your acknowledge you're updates?
what is QRA
I see an outage in customer area, how will I close the case?
What is CRE
When customer has to text messages to 7726?
What is Spam
Customer provide phone number, where can the agent document it other than profile tab?
what is case notes
What are the 3 Be Proud Moment?
Be Fast/Be Friendly/Be Smart
What do you do with you're audits in QRA?
What is acknowledge
What department to transfer where agent can monitor the tech visit for U-Verse customer?
What is T2 VBB -Tech
Where do u ask questions regarding the 3G phone?
Social 3G Sunset
How to identify what social media platform cx was reaching out from?
Where is by the customer profile picture
What are the AT&T AT Your Service?
Greet/Understand/Recommend/Confirm/Educate/Thank