House Keeping
What is the standard response time for all orders?
1 Hour.
You must respond to all customer orders and inquiries within 1 hour.
We recieve a large Toll Free port from one of Rebecca Youngs customer onboardings. Who should be assigned to large port orders?
Jessica & Madi!
Our TF SMEs should address and work all large port requests, especially those from Rebecca's high-priority customers.
You need to locate Tom G's lunch schedule? Where do you go to locate?
1. Nebula can provide the answer
OR
2. You can locate in the prov KB.
You are working a cell center order. The route required to configure is TASA_TELCO_CX. You notice this RL is not in in iPILOT. What do you do?
Start a conversation. Almost everything is possible in iPILOT, and we should avoid manual processing if possible. Loop in Sierra/Mark and Eng to discuss iPILOT feasibility.
What link do you send a customer to access the IUG?
GOTCHA - Trick question ;)
WE DON'T. They must access iPILOT and gain a token via their iPILOT user permissions. If a customer needs information from an article, instruct them on how to locate it in IUG.
A customer has sent you a team chat about a port order with FOC 14 days from now. Do you....
A) Respond and assist via chat to ensure they are helped quickly.
B)Because it's not immediately impacting, reinforce our support and order communication standards and assist via these channels?
B!
NUWAVE is enforcing the implementation of communication and support standards. Ideally, all order and support communication should occur in dedicated channels such as order comments or ticket submissions rather than chats. This helps with auditing information, visibility to all, and our company's standards.
You have come across a prov process step that you feel could use a little TLC and improvement. What should you do?
1. Compile the data and examples
2. Have your proposed solution
3. Get final sign-off from Mark and Sierra
Mark and Sierra are the approved contacts for all process changes and escalations.
What two AI tools are best suited for your team to use?
Explain a recent question you asked and the response you got. What is helpful?
Nebula and Rovo
You expierience: Answers may vary
A port order was completed in ITQ about 10 mins ago, and the completed status is not displaying in iPILOT. What should you do?
Attempt the refresh option. Allow 10 minutes and reattempt. After 1 hour, submit a ticket to support for intervention.
Note: Dev will not intervene until 1 hour after the port trigger is passed and if two refresh attempts have failed.
A)Panic and pretend it didn't happen
B)Ask for guidance in the group chat on how to correct it
C)Alert your lead and have them correct it
B)All questions and inquiries on corrections should be added to the group chat - this becomes another resource for information.
AND... if you make an error, you will be correcting it with guidance if needed.
Uh oh, iPILOT TN status is not updating. Do you...
A)Submit to support@nuwave.com
B)Submit a Dev Ticket
A!
All tickets must go to support for review; dedicated support staff will escalate to development.
This includes service requests, bugs, & feature requests.
You have three co workers out because... *cough cough* its flu season. You are currently working 4 port triggers while covering orders and you see three new orders come in the box and feel completely overwhelmed. What do you to ensure your current work is completed while meeting the SLA of new orders?
COMMUNICATION. Use the Order chat to address your current workload and work together to come up with a plan to ensure all current work and new items are addressed timely. Lean on each other :)
OOF - I have to reply to this customer but my point is just not coming across clearly no matter how much I tweak this email. What tool could you use to improve the email on your own? What is a possible prompt you could use to get the results you want?
Nebula and Rovo!
Prompt: Answers may vary
Explain how you would locate an article in the IUG?
& how would you locate an article to see the customer experience?
Navigate to iPILOT > Blue ? Icon
You can expand and change the audience type.
Pro Tip: When impersonating a user and navigating to the IUG -> you will adopt the user's permissions. Meaning: If you impersonate a customer -> you will see the customer-level IUG.
When accessing NUWAVE-approved portals, where do you get the appropriate URL?
You should only get URL links from the following sources:
1. Keeper
2. The URL KB Article.
If the links are missing from either of these sources, you need to alert your lead or documentation expert. You may only access approved links. DO NOT USE GOOGLE TO FIND LINKS.
Do we add the JIRA ticket link in our Porting Calendar Invites?
Yes!
We recently implemented this change to make the order easier to reference. Please be sure you add the JIRA link in all porting cal invites moving forward.
Great, a Direct Connect order has come into the box and you havent worked one in ages...you arent sure what the first step is.... what could you do?
(Hint: The correct answer is NOT: PANIC)
Ask yourself:
Is there a workflow in webtop/JIRA?
Is there an article?
Have i asked Nebula or Rovo?
Have i asked for a team mates assistance?
Use all available resources - they are out there!
Bob from Bob's Candy Shoppe has sent in a request to order. Its very unclear what he is asking. How could you use AI or other resources to gain understanding of what the customer is asking?
Ask AI! Customer often use different terminology we are unfimiliar with. You can use AI to help decifer unclear emails you recieve.
You will still need to use your own knowledge to determine if the information is accaurate but its a great starting poin for these pesky emails!
You have a customer who has a unique setup or account caveat. Where would you put that information to allow visibility to all?
Internal Notes.
If you have ANY important information regarding a customer setup that is unique or unusual. You must add this information to the account. Ensure you add your name and date, the corresponding order ID, etc.
Note: This note must be customer-appropriate, meaning it needs to read professionally and respectfully.
What is proper camera etiquette?
Answers may vary
Limited distraction; professional & positive, attentive, and participating.
Remember, show up as you want to be perceived. You are the face of provisioning and are showcasing your team's reputation. If you need to... FAKE IT till you make it.
We have a customer who wants to port outside of ITQ's general porting hours, but NUWAVE has coverage. Can we support this?
Yes!
We can support ports outside of carrier hours, but we need to ensure the customer is aware of the potential impact on service.
If the carrier does not provide support in the requested time frame, the customer needs to be aware of this risk. They could be down, and resolution from the carrier will not be available until general porting hours.
Oh no, you woke up with a fever and a severe cold. Who should you contact to inform them of your absence?
Sara Barr.
Sara is the HR contact. She should be alerted of all absences, planned or sick time.
DATA OVERLOAD - you were asked what integrations are available with Webex in Europe but your brain is so full of prov processes today; you can't for the life of you remember what integrations are supported for Webex, let alone in EU. Where can you go to find that info?
Academy > Integrations
Sales sends you a request to order x10 DIDs from ITQ in Portland, Oregon for a customer.
When going to the account you notice the customer does not have ITQ as an available vendor. Do you....
A)Order in ITQ manually and then upload with the available carrier they have
B)Enable ITQ and order the numbers via the integrated Vendor.
B!
You should always ensure the proper DID vendor is enabled. Adding DIDs to a non-corresponding vendor results in invalid route commands and invalid TN information.
Billing has reached out and asked for clarity on a billing task you sent.
A) Advise them that you will review (the order/sync with eng, etc.) and then update the billing task with the clarifying information needed to bill.
B) Advise the billing person that you are unsure what occurred and, because you are not the billing/eng SME, advise the billing team to reach out for details from the SME.
A!
Prov's are the owners of the orders. You are responsible for ensuring that the required details are provided by other teams and are included in the order and in the billing task. Billing should not ever need to dig for additional information to complete a billing task from prov's. If the required information is not provided, billing may request it to proceed.