WorksheetsDay 3 Huddle
Total questions: 10
Worksheet time: 5mins
What is the initial update template to utilize when updating the Microsoft Teams chat during an active call?
BTN:
City/State:
Issue:
LoopCare:
Steps Taken:
Workflow Used:
Name:
State:
Issue:
CBR:
Steps Taken:
Workflow Used:
Name:
Btn:
City/State:
Issue:
Verification:
Cbr:
Email:
Loopcare results:
Modem Type:
Lights:
Troubleshooting Steps:
Resolve:
TT:
TT approval:
Nt:
BTN:
City/State:
Issue:
LoopCare:
Steps Taken:
Shoe size:
True or False? You update the first 10 minutes of the call only.
True
False
When should TSO agents update the Microsoft Teams thread during an active call?
Whenever I feel is necessary
When a SME/Supervisor asks for an update
When I need assistance
The 7 minute mark and every 3 minutes after
What flow do you utilize if the customer states they have no power? [Check all that apply]
No power flow
No flow, tell them to call back when they get power!
Data Start Flow
Send them a new router, its a faulty rg.
what are the abbreviations you should use for the word "customer" when completing notes or updating the chat ?
cx
cs
spell it out, stop being lazy
all customers have names, address them by their name!
What would you type into Core to locate all Fiber Optic routers (rg)?
Anything I please
Internet
Fiber Optic Data CPE
Whatever works!
What model STBs are categorized as QIP (Legacy)?
G1100
MEB1100
NVG443B
VMS1100
IPC1100
IPC815W
FMS2
QIP7232
QIP2500
QIP7100
QIP7216
QIP7232
QIP2500
QIP7200
QIP7216
How do you run a speed test via HUB?
Select the GWR button and run the speed test
Select the RG Control Panel button and run the speed test there.
You don't. Go to Eco-Assist
We don't run speed test, alert the customer to run it on their end
True or False? You must always ask for the primary validation method before attempting to validate with a secondary option such as DOB, PIN, SSN, etc.
False
True
How many Core tabs do we recommend to have open when taking TSO calls?
What's Core??
3
1
2
