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CDV ITG
HSI ITG
VIDEO ITG
QA
GENERAL ITG
100
I USE THIS ITG TO TROUBLESHOOT WHENEVER A CUSTOMER IS UNABLE TO MAKE CALLS.
WHAT IS NO DIAL TONE
100
THIS ITG IS USED WHEN A CUSTOMER IS UNABLE TO ACCESS ANY WEB SITES.
What is CANNOT SURF
100
WHAT SHOULD YOU FOLLOW WHEN A CUSTOMER IS HAVING A "S0A00" MESSSAGE DISPLAYED?
What is ONE MOMENT PLEASE
100
75%
What is QA GOAL
100
IT HAS A CHARGE FOR $5.99 WHICH IS POSTED ON THE CUSTOMER`S BILL.
What is ASSISTED PAYMENT FEE
200
THIS ITG IS USED WHEN A CUSTOMER IS NOT ABLE TO ACCESS MAILBOX.
What is VOICE MAIL
200
WE NEED THIS ITG TO HELP CUSTOMERS WHEN THEY RECIEVE NEW EQUIPMENT OR EXCHANGE EQUIPMENT.
What is INTERNET ACTIVATIONS
200
IF THE CUSTOMER SEES BLUE, BLACK OR SNOWY SCREEN WHAT ITG SHOULD YOU FOLLOW?
What is WEAK OR NO SIGNAL MESSAGE
200
E-MAIL CAPTURE/CONFIRMATION, SELF SERVICE, GUARANTEE AND BENEFITS ARE
What is BUILD THE VALUE
200
THIS TOOL HELPS THE CUSTOMERS TO MEASURE THE CURRENT SPEED.
What is SPEEDTEST.NET.
300
THIS ITG HELPS TROUBLESHOOT WHEN CUSTOMERS ARE NOT ABLE TO SEE EIHTER PHONE NUMBER OR NAME OF THE CALLER DISPLAYED.
What is CALLER ID
300
THIS FEATURE HELPS YOU REVIEW THE "SSID" AND FIREWALL SETTINGS.
What is WIRELESS GATEWAY DEVICE
300
WHEN A CUSTOMER IS HAVING CERTAIN LATENCY WHEN CHANGING CHANNELS OR NAVIGATING GUIDE WHAT ITG YOU SHOULD FOLLOW?
What is XFINITY UNIVERSAL REMOTE ISSUES
300
WHEN YOU AVOID TALKING NEGATIVE WORDS ABOUT CO-WORKERS, PROCEEDURES, POLICIES OR THE COMPANY YOU ARE COVERING AN SPECIFIC QUALITY POINT THAT IS...
What is DEMONSTRATE CONCERN
300
WITH THIS TOOL YOU CAN GET ACCESS TO DIFFERENT SIMULATORS ONLINE SUCH AS OPERATING SYSTEMS, E-MAIL PROGRAMS, ANTIVIRUS ETC.
What is WWW.NETWORKOVERLOAD.COM
400
THIS ITG IS USED WHENEVER A CUSTOMER IS HAVING PROBLEMS WHEN USING SPEED DIAL 30.
What is FEATURE ISSUES
400
THIS ITG PERFORMS MULTIPLE CHECKS TO DETERMINE DEVICE CAPABILITIES AND STATUS.
What is INTERMITTENT CONNECTIVITY ITG
400
IF A CUSTOMER WANTS TO WATCH AN SPECIFIC CHANNEL BUT IT IS CURRENTLY RESTRICTED BY A PIN, WHAT YOU SHOULD DO IN ORDER TO UNLOCK IT?
What is PARENTAL CONTROL ISSUES
400
THESE ARE THE REQUIRED POINTS TO LEAVE A COMPLETE DOCUMENTED NOTE
What is CALLER, ISSUE, ACTION, ITG # AND SIGNATURE
400
THIS TOOL HELPS YOU TROUBLESHOOT X1 EQUIPMENT.
What is XRAY
500
THIS ITG IS INTENDED FOR ENSURING ISSUES ARE BEING ROUTED TO THE CORRECT FIX AGENCY AND RESOLVE IN AN EXPEDITED TIMING
What is CPNI
500
THIS ITG IS USED WHEN CUSTOMERS CAN NOT WATCH AN SPECIFIC PROGRAM ON LINE REMOTE, CONTROL ISSUES, WATCH NOW ISSUES.
What is XFINITY TV GO
500
WHEN A CUSTOMER REPORTS THE BOX IS "FROZEN", WHAT ITG YOU SHOULD FOLLOW IN ORDER TO UNFROZEN THE EQUIPMENT?
What is EQUIPMENT ISSUES/FROZEN SET TOP BOX ISSUES.
500
THESE ARE THE 5 GUIDELINES INCLUDED ON S1 (BEGINNING OF THE MONITORING POINTS)
What is GREETING, REFLECT CUSTOMER QUESTION, RELATE AND EMPATIZE, TAKE OWNERSHIP AND AUTHENTICATE-SET THE AGENDA-PLANT THE SEED.
500
WITH THIS TOOL YOU CAN ADD OWN EQUIPMENT TO CUSTOMER`S ACCOUNT.
What is WESTAPPS/ACEA