CYK2 Call Flow

WFT directs you to open a Smart Chat session when necessary to:

• Perform customer verification.

• Reach out to other support groups.

• Verify the customer’s order status in real time.

• Identify Can Be Reached (CBR) numbers

It's an Instant Message tool that allows Subject Matter Experts (SMEs) in different departments to communicate and provide trouble resolutions through online chat sessions.

• Smart Chat

• Opus

• CSR Admin Tool

• CPSOS

Some of the secondary tools that you use when handling 9-state region calls include: (check all that apply)

• CPE Enabler

• ATT Maps

• SOEG

• Speed Test Tool

• CSR Admin Tool

DSL Customer Care agents can benefit from CPSOS by using it to: (check all that apply)

• Identify Can Be Reached (CBR) numbers to complete customer verification.

• Verify the customer’s order status in real time.

• Provide IP information to LFO Technicians and customers.

• Perform customer verification.

• Locate the Dry Loop account number for customers.

You will consult this tool whenever directed by WFT or, when a customer expresses concern about how much data they are using or wants to know how to check their data usage.

• AT&T Broadband Customer Portal (BCP)

• CSR Admin Tool

• CPSOS

• Broadband Usage Tool

It's a tool that is primarily used by the Sales Channel to create new and update existing High-Speed Internet (HSI) orders.

• SOEG

• CSR Admin Tool

• CPSOS

• Opus

Before using any function of Myatt Zone tool to manage an account,___________.

• Locate the Dry Loop account number.

• Reset customer’s network password.

• Reset customer’s account password.

• Perform customer verification.

Use the Myatt CSR Admin tool when doing the following items in WFT when: (check all that apply)

• Resetting a customer’s network password.

• Resetting a customer’s account password.

• Managing a customer’s sub-account.

• Creating new/updating existing High-Speed Internet (HSI) orders.

• Using the mirror feature to log into the customer’s Myatt account.

___________validates the shipping address as the DSL service address of record and auto-populates all shipping address fields.

• CSR Admin Tool

• CPSOS

• CPE Enabler

• Broadband Usage Tool

Optional monthly fee-based product that will offer replacement of corded or cordless telephones, Caller ID units, and CPE equipment purchased from AT&T including modems, routers, and wireless gateways.

• EMP

• NAC

• GNAC

• CPSOS