WorksheetsDay 6 Huddle
Total questions: 10
Worksheet time: 5mins
Where do we look to see if the CX is in a Service Interruption?
Agent Portal
Customer Tab in HUB
Ask A SME
CX Journey Bar
If looking for specific information on a topic, how would I find it in CORE?
Select Notifications
Use search for answers
( Search Bar )
Have a SME show it to me
Use Offline Support
How would you pull a dial tone test In HUB?
Select GWR button and pull dial tone test
Have them plug a phone into ONT
Select Voice button and pull dial tone test
Call CX on WTN
When a CX is in a Service Interruption, we make a TT?
True
False
On what part of the HUB can we Check for type of service the CX has?
Account Status button
Customer tab
Journey Bar
Notes tab
When making a TT for a CX in a Service Interruption, we tell CX about TT?
True
False
The type of phone service a CX has is not important when troubleshooting a voice issue?
True
False
Where in HUB would I verify email address and mobile number of the CX ?
Journey Bar
I would just ask them for it
Customer tab at the bottom of HUB
I dont have to verify that information
It's mandatory that I sign in to the HUB phone every day.
True
False
With a Vantage call, where would I test for a dial tone?
The ONT
The DSLAM
The RG
SIMPL
