Day 2 Huddle

1. What is the Vxfield used to see?

• Internet speeds

• To see trouble ticket info

• Helps troubleshoot emails

• We do not use Vxfield

Where do we look to see if there is an Outage?

• Teams

• Ask a SME/SUP

• Journey Bar

• Customer Tab

True or false: Validation is required for misdirected calls?

• True

• False

When is it appropriate to leave notes on an account?

• every call

• only when you do trouble shooting

• when trouble ticket is created

• only when you fix the issue

What flow are you always start with?

• red internet light flow

• starting flow

• no dial tone flow

• none

On what type of calls do you check for outages?

• internet issues

• phone issue

• video issues

• all issues

What is the most important thing to do on a call?

• activly listening

• probing questions

• follow correct flow

• All options

What are valid forms of validation for a residential customer? (check all that apply)

• address

• passcode

• pin

• name

• DOB

What system do we create trouble tickets in if the HUB is not allowing you to create it?

• Vxfield

• DPI

• SIMPL

• INET

2. On which type of tickets created do we advise of possible charges?

• internet issue tickets

• video issues tickets

• on all tickets

• on phone issue tickets