Across
- 5. This 3rd party device is a streaming platform device that can be connected to a customer's television set (HDMI ports required) and used to receive Spectrum TV service via our Spectrum TV App (STVA).
- 7. Allows users to troubleshoot error codes and known issues for the Spectrum TV App and other products.
- 9. A type of service interruption for issues within a specific line of business (LOB).
- 10. Refers to how our systems tell the customer's device what Internet speeds they should receive.
- 12. This device enables digital devices, such as personal computers, to communicate across different media, including telephone wires, cable lines, and radio waves
- 14. provides temporary real-time technician location, route, and ETA (Estimated Time of Arrival) information to the customer.
- 16. This cable connects individual subscribers to the cable system. It begins at a connection point on the cable tap/pedestal and ends at the subscriber's home.
- 17. Once you have determined what type of Internet issue the customer is experiencing, you will navigate to this tool to begin troubleshooting.
- 18. Spectrum's Learning Management System (LMS) where you can find training such as compliance courses, recursive training, etc. (two words)
- 19. Service interruptions impacting several customers in a specific service area
- 21. Credits issued when a circumstance is verified via a notes on the account, troubleshooting tools, a declared outage, etc.
- 24. A problem with a product or service that spectrum has been made aware of through previous reports and system monitoring (two words)
- 26. The term used to describe how well agents stick to their planned work schedules.
- 29. The practice of sending out mass emails that are fraudulent in nature with the intention of obtaining confidential information
- 30. Customers generally have this device in their home or business to pass data to and from their Local Area Network and the Internet
Down
- 1. A summary of the customer interaction given at the end of the call
- 2. A type of cable with a metal tip used to connect the modem to the spectrum infrastructure
- 3. This action performed by a Representative at the start of every call/chat request that is specific to an account.
- 4. wireless networking protocol that allows devices to communicate without direct cable connections so that multiple wireless devices can connect to the Internet simultaneously
- 6. This action is required for any account or billing service changes; or the sharing of certain account or billing details
- 8. A modem that contains a built-in router
- 11. This brings together Spectrum Internet, Advanced WiFi, and Unlimited Spectrum Mobile to deliver the nation’s first converged connectivity experience (two words)
- 13. Advanced WiFi's answer to wireless network dead zones within a house or building.
- 15. Credits issued when a a circumstance is not verified but given to maintain a good customer experience or relationship.
- 20. Remove all lines of business
- 22. A portal tool that has various tabs to assist with account handling for all customers.
- 23. This is the database that contains all of the customer account information and provides the information to Agent OS
- 25. This software protects users' systems from behind the scenes without any interruptions. (Two words)
- 27. A diagnostic tool used to support Internet, Video, and Voice services by displaying equipment signal levels, equipment logs (T4 timeouts), provisioning, hotlist and account information.
- 28. This Knowledge Management tool is your one-stop-shop to locate business rules, procedures, and general information.