Lions
What does CxM mean?
Customer Experience Management
The address tool will show recent outages that have been open and closed. True or false?
True- this lets us determine additional probing questions
The customers switch can be found with what tool?
Switch Query Tool
If you see a known outage, but it is not related to the customers issue, what would you do?
Continue with remaining tier 1 troubleshooting steps outside of SAT
Name one active booster we sell.
We boost home room. WeBoost Home studio. WeBoost drive reach. WeBoost Multiroom
The features in CXM allow you to identify what?
When and where customer is having dropped calls and data issues
Daily Double
What is Amber's due date?
What is the estimated time of resolution for a known outage?
No ETA. Let the customer know that out teams are aware of the issue and are working to resolve it as quickly as possible
Name 1 additional resource for service effecting tickets.
Service affecting ticket job aid. Nortel switch query results. Lucent switch query results.
What should you do, if a customer shows a known outage reported?
Add numbers to SAT
What would a customer say to lead you to checking CxM?
I am having multiple dropped calls.
When should we discuss boosters?
Based on impacts on specific buildings
In moderate and poor areas, why would we check if coverage may be better outside?
Buildings could be brick, metal roofs and antennas that can impact service
What is the drop-down name in SAT to select the customer's switch?
Switch Filter
Is there a known outage based on this address?
Find an address to add to have them check for any prior tickets
Other than a booster at home, what can we suggest they use?
WIFI calling
CxM shows you whether dropped calls occurred on our…what?
VoLTE, CDMA or Vowifi
We should be using what best practice, when searching an address?
Type the address slowly and watch for other options
What should the drop rate be, before going to tech support
above 2% in good coverage. Moderate coverage may see more than 2%
Daily Double
What person on our team came from webchat?
How many calls a month does tech get
15,000
What would you do if the customer shows an ESN mismatch in CXM?
Have them power old device off, or Change Min.
What tool can you use if the first 4 letters in the switch identifier are NOT THE SAME AS THE at SWITCH FILTER?
SWITCH NAME/ACRONYM LIST
Service Affecting Tickets (SAT) shows known issues reported through the (What?)
NOC - Network Operations Center that are impacting multiple customers.
What percentage of calls go into tech support from other queues
40%