Notes
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CASE#:
SAN#:
ISSUE:
********************
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)?
- SDT:
- JuDD/KaDD:
- Top Level Questions:
- Other applicable templates:
********************
What did we do (actions, offers)?
********************
How did the call end (outcome)?
----------------------
Tier 3 Top Level Questions:
No Browse:
1. Can the customer browse anywhere?
2. When did the issue start for the customer?
3. What KBs did you follow?
4. Was the satellite modem, router, PC power cycled?
5. Was the router bypassed?
6. Was weather an issue?
7. Are there any obstructions on or t o the dish?
8. What do LED LIGHTS SHOW?
9. What is the State Code?
10. What was the IP connectivity status?
----------------------
Slow Browse:
1. Is the customer complaining of page to page slowness or a download/upload taking too long?
2. If the is the issue is with download, what is the customer trying to download?
3. Is this related to streaming Videos?
4. Is the customer in FAP?
5. When did the issue start for the customer?
6. What KBs did you follow?
7. Was the modem, router, PC power cycled?
8. Is the slowness related to a particular time of day?
9. How many devices or users are online when the system is slow?
10. Did the SDT show any problems? Were there any Red X issues?
11. What was the IP connectivity status?
12. Did the customer run any speed tests?
delivered
What was the call about?
CASE#:
SAN#:
ISSUE:
********************
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)?
- SDT:
- JuDD/KaDD:
- Top Level Questions:
- Other applicable templates:
********************
What did we do (actions, offers)?
********************
How did the call end (outcome)?
----------------------
Tier 3 Top Level Questions:
No Browse:
1. Can the customer browse anywhere?
2. When did the issue start for the customer?
3. What KBs did you follow?
4. Was the satellite modem, router, PC power cycled?
5. Was the router bypassed?
6. Was weather an issue?
7. Are there any obstructions on or t o the dish?
8. What do LED LIGHTS SHOW?
9. What is the State Code?
10. What was the IP connectivity status?
----------------------
Slow Browse:
1. Is the customer complaining of page to page slowness or a download/upload taking too long?
2. If the is the issue is with download, what is the customer trying to download?
3. Is this related to streaming Videos?
4. Is the customer in FAP?
5. When did the issue start for the customer?
6. What KBs did you follow?
7. Was the modem, router, PC power cycled?
8. Is the slowness related to a particular time of day?
9. How many devices or users are online when the system is slow?
10. Did the SDT show any problems? Were there any Red X issues?
11. What was the IP connectivity status?
12. Did the customer run any speed tests?
delivered
What was the call about?
CASE#:
SAN#:
ISSUE:
********************
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)?
- SDT:
- JuDD/KaDD:
- Top Level Questions:
- Other applicable templates:
********************
What did we do (actions, offers)?
********************
How did the call end (outcome)?
----------------------
Tier 3 Top Level Questions:
No Browse:
1. Can the customer browse anywhere?
2. When did the issue start for the customer?
3. What KBs did you follow?
4. Was the satellite modem, router, PC power cycled?
5. Was the router bypassed?
6. Was weather an issue?
7. Are there any obstructions on or t o the dish?
8. What do LED LIGHTS SHOW?
9. What is the State Code?
10. What was the IP connectivity status?
----------------------
Slow Browse:
1. Is the customer complaining of page to page slowness or a download/upload taking too long?
2. If the is the issue is with download, what is the customer trying to download?
3. Is this related to streaming Videos?
4. Is the customer in FAP?
5. When did the issue start for the customer?
6. What KBs did you follow?
7. Was the modem, router, PC power cycled?
8. Is the slowness related to a particular time of day?
9. How many devices or users are online when the system is slow?
10. Did the SDT show any problems? Were there any Red X issues?
11. What was the IP connectivity status?
12. Did the customer run any speed tests?
delivered
What was the call about?
CASE#:
SAN#:
ISSUE:
********************
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)?
- SDT:
- JuDD/KaDD:
- Top Level Questions:
- Other applicable templates:
********************
What did we do (actions, offers)?
********************
How did the call end (outcome)?
----------------------
Tier 3 Top Level Questions:
No Browse:
1. Can the customer browse anywhere?
2. When did the issue start for the customer?
3. What KBs did you follow?
4. Was the satellite modem, router, PC power cycled?
5. Was the router bypassed?
6. Was weather an issue?
7. Are there any obstructions on or t o the dish?
8. What do LED LIGHTS SHOW?
9. What is the State Code?
10. What was the IP connectivity status?
----------------------
Slow Browse:
1. Is the customer complaining of page to page slowness or a download/upload taking too long?
2. If the is the issue is with download, what is the customer trying to download?
3. Is this related to streaming Videos?
4. Is the customer in FAP?
5. When did the issue start for the customer?
6. What KBs did you follow?
7. Was the modem, router, PC power cycled?
8. Is the slowness related to a particular time of day?
9. How many devices or users are online when the system is slow?
10. Did the SDT show any problems? Were there any Red X issues?
11. What was the IP connectivity status?
12. Did the customer run any speed tests?
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