Spectrum

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