Chat Flow
You should be using ______ with every customer interaction.
What is P.A.R.O.S.
At what point should you ask the customer for their full name, CTN, and Business Account name (if applicable)?
What is at the beginning of the chat?
*This step must be done prior to offering any assistance and this is the ONLY information required for VID purposes
This system can be used to confirm that a device was returned back to AT&T.
What is AIR?
FirstNet customers can be onboarded as either _____ or _____?
What is Agency Paid or Subscriber Paid?
Where can you find customer contact information if you have to call the Day-to-Day to access an account?
What is FaST (now mFaST)?
Each word for the chat flow acronym.
What is Proofreading, Acknowledgement, Resolution, Options, and Set Expectations.
Customers must be logged in through _____ or the _____ for chat agents to provide full assistance.
What is ATT.com or myATT app?
What systems can be used for order status updates and cancellations?
What is Order Track and OCE (Order Capture Engine)?
What two things are required to access a FirstNet and Family account if an Authorized User chats in for assistance?
What is the name of the Owner and the account pin?
What are the 3 roles that can make account level changes on a Premier account?
What is the Day to Day, Telecom Manager, and Decision Maker?
Your ______ is the time in which you should respond to your customers at the start of a chat which should be _____ or less. You should be responding to customers within _____ throughout the chat.
What is IRT (Initial Response Time), 8 seconds, and 120 seconds?
If the data variables did not pass and the chat reads ___________ after a URL string, the customer is considered logged in.
What is Authenticated TRUE?
*If the data variables did not pass and the chat reads Authenticated TRUE after a URL string, the customer is considered logged in.
IMEI and SIM changes can be completed in what systems?
What is, Assist Edge, OPUS and CareNow?
*This transaction will be completed in the Dashboard tab in AE through the drop-down menu*
What is Sheer ID and iCAM?
_______ can be used for log in assistance and to mimic Premier accounts.
What is Premier CSR Tool?
What should be done at the end of each chat?
What is recapping?
Verification should be completed through ____ and ____ before accessing an account.
What is AssistEdge and Clarify?
This tool can be used to complete warranty replacements, schedule repair appointments, and see the history/information of a device.
What is DLC (Device Life Cycle)?
Customers can use this URL/website to upload their documents for proof of eligibility.
What is www.firstnet.com/verify?
*50 bonus points if player also states the specific URL from SheerID*
What cannot be set up via Premier?
What is payment arrangements?
Explain each part of P.A.R.O.S.
P - Proofreading to understanding the customers concerns (includes the bot messages as well as yours)
A - Acknowledge customer concerns and them by name
R - Provide a resolution for every issue
O - Provide options if there is no resolution
S - Avoid customer confusion, thoroughly educate (next steps, the whys/why nots)
If an account is not verifying accordingly, what should you do?
What is
- Ensure all information is correct (BAN and CTN)
- Engage support to verify
- Screenshot VID error
- Send screenshots to QA
A tool in _____ that allows the chat agent to see the same browser screen as the customer.
What is Nuance and Co-Browse?
*Co-Browse is supported for all areas, except FirstNet and Family.
FirstNet users can have up to __ devices per profile. A ____, ____, ____, and ____. FirstNet accounts can also have multiple ____, but a profile cannot be linked to multiple _____.
What is-
- 4
- smartphone, wearable, tablet, hotspot
- profiles
-accounts
Small Business customers transacting in the AT&T app cannot be pulled up in Premier CSR. _____ will need to be used instead.
What is CALM?