Spectrum TV
With 70+ channels, this package does not offer Music Choice, Adult Channels or PPV options, this package does offer On Demand, Movies on Demand and Prime Time on Demand content though.
What is TV Essentials?
This Receiver type is no longer available to add to an account.
What is a DTA (Digital Transport Adapter)?
This System is where you will up all of Customer's accounts to perform troubleshooting.
What is Agent OS?
True or False:
You can clock into Avaya up to ten minutes before your scheduled shift while you start pulling up your work systems?
False.
*Unless you are called into work early, your work day begins at the start of your scheduled shift.
This CoPilot will assist you in finding out if the caller's issue is something you should keep and handle, or if you need to get them to another department.
What is GEN6675: Scope of Support for Residential Queues?
This "Sports Ball" TV Add-On offers sport lovers everything from NFL to motorsports.
What is Sports View?
Customers can visit this online resource to see a list of Spectrum equipment including receivers, remotes and other features.
What is Spectrum.net/support?
When you see a Red Bar at the top of Agent OS while servicing a Customer's account you will need to complete any Ordering in what System?
What is CSG?
(Advanced Customer Service Representative Biller)
Customer's information populates in this system?
What is AppBar?
This article provides information on our Spectrum TV Plans.
What is GEN8873: SPP 3.0 Spectrum TV Product Details?
This package is not available in all service areas, but where it is available, it allows customers to customize their content.
What is TV Choice 15?
You DO NOT have customers unplug this box when doing a Power Cycle Reboot.
What is a World Box?
(101/201/110/210 Boxes)
UCM is an acronym for this ticket submitting Tool.
What is Unified Case Management?
When you need to Transfer or Conference a call to another department, you will type the number you are trying to add to the call in this system.
What is Avaya?
This CoPilot will assist you in the steps for submitting a ticket that needs to be immediately addressed.
What is HOW6619: Entering an Escalate to Dispatch (ETD) Ticket?
If you are trying to touch up on your Spanish, this package has 75+ Spanish channels included in it's 145+ channel line-up.
What is Mi Plan Latino?
All Welcome Kits come with these components for self install.
Set Top Box / Receiver
Power Cord
HDMI Cable
2 Coax Cables
Splitter
Spectrum Remote + Batteries
Welcome
Instructions
Channel Line-Up
These two systems work together to coordinate schedules and scheduling.
What are Aspect Workforce and Workforce Optimization (WFO)?
When on a call with a Customer, by clicking this button, they will no longer be able to hear you talking.
What is the Mute button?
(*The recording system will STILL hear you.)
Customers may inquire about TV plan channel lineups, package comparisons, apps, streaming, or Out-of-Home (OOH) entitlements.
What is HOW6718: Finding Channel Lineups, TV Plan Comparisons and Entitlements?
These are the Premium Channels Spectrum offers it's customers.
(Bonus points if you can list all 6 channels.)
HBO
SHOWTIME
STARZ&STARZ ENCORE
CINEMAX
THE MOVIE CHANNEL
MGM+
True or False:
A customer will have to pay to swap out a Spectrum Receiver that cannot be troubleshot over the phone when they bring it into a Spectrum Store.
False.
With these Tools you can virtually walk a Customer through changing settings and finding things within their Set Top Box.
What are Spectrum Navigator and Spectrum Emulator?
In Production, you will utilize this AUX code at the end of your shift while you close out systems and any notes you need to before Signing Out of Avaya.
What is AUX 08 : Agent Login - Internal Use Only?
Asking probing questions helps identify specific problems earlier in the troubleshooting process and ultimately allows for a faster resolution. This article provides steps and examples of probing questions for the most common Video service issues.
What is GEN8535: Asking Probing Questions to Troubleshoot Video Services?