Agent OS
What is the most used tab in Agent OS?
Dashboard Tab
Which statement should we use during the opening on every call?
A.R.M.(Acknowledge, Respond, Move forward)
This is the Department we generally transfer to if the customer is having Wi-Fi issues outside of our scope.
Internet Repair
This tool has access to all the customer's account information and the Troubleshooting trees.
Agent OS
When making an account change, which level of security must we ensure?
Authentication
In the event you need to authenticate the call after closing the first account security screen, where can you find the button to re-open the account security screen?
Sidebar
Opening, fact finding,______, close is what our call flow consists of
Resolve
If you wanted to change TV Select to TV Essentials, which queue would we xfer to?
Retention
You should always check this tool if you need information on a business rule or how to complete a process.
Copilot
A conversational tool that we use to clarify a customer issue or get further information before troubleshooting.
Probing Question
This is where you should look at to see what happened on any previous calls.
Historic Notes
This should be done at the very end of every call.
Thank the Customer
This is the only type of address we can change per scope of support.
Bill to Address
This is the customer facing tool that the customer can go to for further support or self-help.
Poor timekeeping, inconsiderate of teammates, not following dress code are all bad examples of what?
Call Center Profesionalism
This tab is what should immediately pull up at the start of the call as the system tries to let you know the likely reason the customer has called in.
Call Reason Tab
Following proper troubleshooting is a important part of this step in the call flow?
Fact Finding
If you need to change the service address of an account, which queue would assist with this customer request?
Sales Existing
This is the tool that we use to review/update how the customer receives notifications.
Contact Preferences
Customers feeling overwhelmed and unable to maintain account is indicative of which customer emotion?
Self-Ttrust Issue
This tab is the primary resource to review recent orders on the account.
Work Management Tab
During which step would we review previous notes, recent work orders, and billing status?
Account research
Before we are trained for Internet Fundamentals, this department would assist with resetting a My Account password.
Internet Repair
This tool allows the customer to track their technician after they've signed onto their job.
Glympse/Tech Tracker
trust, embarrassment, and others have it better are examples of this
5 customer emotions