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