Copilot
The Copilot for Residential Scope of Support
What is Gen6675?
The program that ended in April 2024, which provided qualifying households with a monthly credit to help pay for internet service
What is The Affordable Connectivity Program (ACP)?
The 'tab' used to check for outages in AOS
What is the REPAIR tab?
The 20 second wait before connecting a customer to a different department
What is a warm transfer?
A customer calls in upset that a promotional discount expired on their bill, causing their price to increase by $20. The agent sends them to Customer Soulutions for a new promotion. This a _____ transfer.
What is an INVALID transfer?
Why: Customers must specifically ask to have services disconnected/ or ask for a service that only CSL offers in order for the transfer to be valid.
The Copilot for Authentication & Verification of Residential customers
What is Gen4067?
The company that was acquired and transitioned into Spectrum in 2016
What is Time Warner Cable?
This tool is used to determine what channels a customer is entitled to, showtimes, etc.
What is the Spectrum Entitlements Tool (SET)?
The credit limits of courtesy and verified credits for agents
What are $10 for courtesy and $25 for verified credits?
A customer calls in upset about a missed credit on their bill; they want to escalate the call but don't want to wait for the next available lead. The agent schedules the customer for a call back within 2 hours. This is a ____ ucm ticket.
What is an INVALID ucm ticket?
The Copilot for 30-day Money Back Guarantee
What is Gen2073?
In Fall of 2024 this rollout introduced services such as internet premier and advantage
What are 4.0 services?
The tool used to check if a customer has an online account created
What is the CIMT (Identity Management) tool?
This credit requires a customer to disconnect services within 30 days and must be requested within 45 days of installation
What is a 30-day money back guarantee?
A customer calls because a baseball game for their home team isn't showing up on their tv, they pay for the Seasonal Sports Package and request to speak with the TV Repair department to fix the issue, and put the game back on their tv. This would be a(n) ____ trasnfer?
What is an INVALID transfer.
Reason: All sports games are subject to blackouts through individual teams, or broadcasters. You can use tools like the MLB Blackout Locator, or 506sports.com to show what NFL games that are showing in their area!
The Copilot used to change a Xumo stream box from service fee model to purchase fee model
What is How3279?
This type of paid time off, has a balance that does not roll over to the next fiscal year
What is Personal Time?
This ticketing tool is used by Charter for managing and escalating customer service requests across various departments
What is a Unified Case Management (UCM)?
This transaction is allowed to be done on an account, without being authenticated, as long as the account is verified and the EFT method is already saved
What is a one-time payment?
A customer calls in wanting an agent to explain their bill to them and lets the agent know that they are recording the call for their personal records. The agent politely asks the customer if they can put them on hold while they reach a member of leadership and escalates the call. This is a ____ transfer
What is a VALID transfer?
How5522
This Copilot gives all bundling options for Spectrum services
What is Gen9073?
A company that partners with organizations to provide education and career development opportunities to their employees
What is Guild Education?
This new tool, introduced in 2025, is a quick way for agents to ask questions relating to copilots, products and services, etc.
What is the AI assistant?
This mobile requirement is necessary to be eligible for double or triple play bundles with mobile
What are two new unlimited/unlimited plus mobile lines?
A customer calls in because he was charged for equipment after he had canceled his account. He wants to know he'll get the credit before returning the equipment and requests a refund. This is a ____ ucm ticket
What is an INVALID ucm ticket.
Reason: All work orders MUST be completed before credits can be processed.