Team Meeting Library

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Across
  1. 3. Email________hints will lower your FCR?
  2. 6. How many days from the time a customer initially calls in to potentially the next time the same customer calls in for same issue comprises FCR?
  3. 7. Who is responsible for Apple TV basic setup?
  4. 9. Ability to understand and share the feelings of others?
  5. 13. Cloud DVR recordings are only available on with what product?
  6. 14. What creates a network between various types of electronic devices in a customers home?
  7. 16. Providing a great customer experience can lead to a very high_______.
  8. 17. Used to add notes as it relates to conversations with customers goal is 95%.
  9. 18. Level of Internet service that is not eligible for self-install?
  10. 19. Ticket system to escalate a drop bury?
  11. 21. A modem is placed in______for abuse, billing, compatibility issue, or registration error?
  12. 26. Piece of equipment in a customers home that is responsible for sending and receiving information to/from the internet?
  13. 29. What FCC regulation determines whether we can port a Telephone number?
  14. 31. The tool is also known as Tech Tracker?
  15. 33. What tool replaced Normorobo?
Down
  1. 1. If having a customer turn off their device doesn’t help STVA issue remove and ________ the app.
  2. 2. Tool that should be used 60% of the time for troubleshooting is?
  3. 4. What does the S in STVA stand for?
  4. 5. Metric affected by following what is in Aspect?
  5. 8. Name of tool used to determine ownership of a phone number?
  6. 10. Transferring a phone number from one provider to another?
  7. 11. Only channels that are part of the customer's______ TV service are available through STVA?
  8. 12. Intraweb/knowledge library for Spectrum?
  9. 15. Word for internal language that should not be used with a customer?
  10. 20. Which tab in Gateway allows you to launch the WIN tool?
  11. 22. What tool is used to mail out ancillary equipment(remotes, cables,etc)?
  12. 23. Tool that is used for agent scheduling?
  13. 24. What tool is used to view errors in STVA?
  14. 25. In STVA settings, customers can do the following: parental control, Preferences, Sign out, and _________?
  15. 27. What aux should you only be used to make outbound calls?
  16. 28. Process to complete before discussing account details, i.e. phone information.
  17. 30. What team is responsible for Apple TV refunds?
  18. 32. These devices provide a more consistent WIFI signal in a house or building?