Notes
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inbound ecc
CASE#:114
SAN#:
ISSUE: slow speeds
********************
What was the caller information?
- Name of Agent:
- Name of Caller:
- Account Holder? Y
- Authorized User? Y
- Avaya Phone Number:
********************
What did we learn (diagnosis)?
- Device issue being experienced on:
- Operating System:
- Browser/Version:
- Router? Y
- Router Make / Model?
- Specific activity(s) customer is experiencing issue on?
********************
What did we do (actions, offers)?
********************
How many previous cases on this issue?
1
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How many previous credit adjustment offers?
n/a
********************
Type of credit offers made on this phone call?
n/a
********************
How did the call end (outcome)?
re-scheduled
resolved
I advice agent that the refund has been processed and that it will take from 1- 7 business days
for refund to go back to card just depends on bank . agent understood
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ECC
Summary: ECC Trending - (Tech/Billing)
Note: ECC Trending - (Tech/Billing)
Summary: ECC What Happened
Note: Short Description of the Issue. 1 or 2 sentences.
Summary: ECC What Should Have Happened
Note: possible resolution and what actually happened, your notes
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