Notes

HOW12999 | Call Transfer Guidelines


Transfer the Call

How you transfer the call ( WARM/COLD) is determined by Estimated wait time (EWT):



If the EWT is 30 seconds or less- WARM TRANSFER. The call is then handed off to a live agent:

NOTES:
-When completing a warm transfer, remember to wait at least 30 seconds on the line with the customer before releasing the call to receiving team.

The COLD TRANSFER button may be disabled.



If EWT is greater than 30 seconds - COLD TRANSFER. The call is then transferred into the queue.

In no EWT is presented – COLD TRANSFER unless you think a warm transfer would be in the best interest of the customer experience. Agents should use their best judgement based on the customer conversation and ask a supervisor for guidance if necessary.





Before Transferring

Explain why you plan to transfer the call and ask for the customer’s permission.

Suggested Message: “ Thank you for allowing me to assist you today. I will need to transfer you to a specialized ( type of expertise) agent as I handle (Type of expertise) type of calls. I will explain your issue to them before I transfer you so they are ready to assist. I there anything I can assist you with related to ( current agent’s area of expertise)”.



If yes, assist the customer, then transfer

If NO, Ask ”May I place you on hold briefly while I do that?”

Wait for the customer to respond.

Verify authentication has been captured (warm transfer).





What to Do When Warm Transferring

-Add a note top the account on why the customer was transferred.

-Announce your name and your call center function to the receiving agent.

-Provide detailed information about the customer’s issue before transferring the call.

-Confirm the receiving agent has the account information visible.

-Confirm the customer has/hasn’t been authenticated ( should be in most cases).

-Confirm the receiving agent is skilled to assist.

-Suggested Spiels: Hi, This is John from the sales Center. I have Mrs. Smith holding who needs help in getting online. The account number is 1234567890 and she hasn’t been authenticated. D you have the account up and may I connect her to you?

-Once the receiving agent confirms that are ready to take the call, transfer the customer.





When receiving a Warm-Transferred Call

-Always verify you have the correct account open.

-Always verify the transferring agent did authenticate the customer (transferring agent should inform you) to avoid multiple requests for this information.

-Greet the customer after they are sent through.

Suggested Spiels: “Hello Mrs. Smith, thank you for your patience, My name is Bob and I understand you are experiencing issues getting online. I will be able to assist you moving forward”.





What to do when Cold Transferring

Explain the need to transfer the customer to reach the appropriate agent.

Transfer the customer to the appropriate queue.
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[Tuesday 11:08 PM] Emillene Aquino
X1 Activation Start-Up ScreensWhile the Welcome screens are displayed, the TV Box is connecting to cloud services that include the activation applications. Mandatory Firmware Download ScreensX1 TV Boxes with older firmware versions may show the following message: "We’re updating your TV Box to the best experience possible," along with a progress bar. When you see this screen, please allow time for the TV Box to update. It'll restart automatically when the download completes. Then, you'll be taken to the Activation Process.
If the TV Box is unable to complete the download, you'll see the following message: "Give us a call. Looks like we've run into a problem - sorry about that." If this happens, please contact us. Choose Language PreferenceAfter the TV Box has started up and any required firmware has been downloaded and installed, you can select your preferred language (English, Spanish or French). After selecting your language, the remaining activation screens will be shown in that language. Your On-Screen Guide and menus will also appear in the language. Notes:If you selected the wrong language, you can exit the activation process by pressing and holding the power button (on the front of the TV Box) for 10 seconds to restart.If you happen to get stuck on the language selection, a pop-up message will direct you to xfinity.com/unpair for instructions on resetting your remote.
Please be sure you’re pointing your remote directly at the TV Box and are less than ten feet away during the activation set-up flow.
Choose to Hear Voice Guided InstructionsYou’ll be asked if you’d like to continue using Voice Guidance. If you choose Yes, all the following activation instructions will be spoken to you. If you choose No, you’ll go through the visuals shown below.

[Tuesday 11:14 PM] Emillene Aquino
Activation ProcessEnter the last four digits of any phone number listed on your Xfinity account. Use the number keys or directional pad on your remote to enter numbers.If you’re having trouble using the last four digits of a phone number, you can select the Verify another way button to verify via text message or by entering your account information and phone number.
-Use the number keys or directional pad on your remote to enter numbers. Please be sure you’re pointing your remote directly at the TV Box and are less than ten feet away.Verify via text message and verification code.Verify with account information and phone number.You’ll automatically be taken to the next step of the set-up process once your account information has been verified. Please note that if you’ve already activated one X1 box in your home, you may not need to verify your information again. See the X1 Device Single Authentication section below.Note: If we're unable to validate your device and account information, a message will appear and you'll need to contact us to complete the activation process.For some TV Box types, X1 service will activate quickly; however, other TV Box types may take up to 10 minutes. You'll see similar messages to the one below providing helpful tips while using X1.
“Downloading your Main Menu. Once activation is complete, press the Xfinity button on your remote to find your Guide, DVR, On Demand and more.”Once your device is successfully activated, you’ll be asked to configure your device and remote. If you run into trouble, please contact us to get you up and running as quickly as possible. 
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[Tuesday 11:15 PM] Emillene Aquino
Additional ConfigurationOn the Name Your Device screen, use the up and down arrow buttons on your remote to choose a preset device name or create a customer name. Select the desired option, then press OK.    Video and Audio Optimization - After your device has been named, we'll optimize your video and audio experience.    After your TV Box has been configured, you'll see the Xfinity logo. 

[Tuesday 11:15 PM] Emillene Aquino
X1 Device Single AuthenticationIf you're installing a new X1 device and already installed at least one other X1 device in your home, you won't need to authenticate yourself again during the activation process. Please note that this does not apply to RNG150s. If you're installing one of these devices, you'll need to authenticate yourself per the process outlined above.

[Tuesday 11:15 PM] Emillene Aquino
Remote Control Setup and PairingThe next step to set up your X1 TV Box is to pair your Xfinity Voice Remote with your TV Box. To do this, please see our remote pairing instructions.Once activation is complete, the TV will go directly to live TV programming.  
How To Pair and Program Your Xfinity Voice Remote
Learn how to pair and program your Xfinity Voice Remote.

[Tuesday 11:17 PM] Emillene Aquino
Additional InformationVisit our Online Support Center to find common solutions and self-help options, troubleshoot or manage your account and more.The easiest way to manage and troubleshoot your Xfinity experience is with the Xfinity app! Download it for free from Google Play or the App Store, or text "APP" to 266278.Have a quick question? Ask Xfinity Assistant.Need additional support from us? Chat with an agent.
Comcast Customer Service - Xfinity Technical Support
Comcast Customer Service is here to provide Help and Support for your Xfinity Internet, TV, Voice, Home and other services.

[Tuesday 11:18 PM] Emillene Aquino
Internal NotesFirmware Download FAQsHow long will the download take?
The download time varies depending on the type of TV Box. Some downloads will be completed in as little as two minutes, but others may take much longer. The size of the code being downloaded changes with each new release and that will affect the download time as well.What if my TV Box has an old version of firmware, but I didn't see the mandatory download screen?
Not all older versions of firmware will require a mandatory update. Some versions will activate on their current version and will download new firmware overnight. If there is a specific feature that is included in a newer version of firmware, you can:Check the version in the settings menu by selecting About.If the version is not the desired one, try powercycling after the activation has successfully completed and the TV Box is displaying video again.Use your local escalation process to have the new firmware be pushed to the TV Box.What if I connect the TV Box to cable and power but do not connect it to the TV, will the download still happen?
Yes. If you routinely connect the TV Box to cable and power and allow time for this sequence to happen, you may never see the new screen.Note: The Xi3 should not be connected and powered up until the hub (XG1) is confirmed to be operational.What should I do if a customer is seeing RDK-03010?
Please follow the Interactive Troubleshooting Guide (ITG) for this error code.

[Tuesday 11:18 PM] Emillene Aquino
Other Scenarios Using the Boot Up and Welcome ScreensIn certain scenarios (e.g., after a power outage), you may see the Boot Up, Welcome and Connecting to Live TV screens again.A One moment please notification appears when live TV is playing and you try to use your remote, but the On-Screen Guide hasn't fully loaded yet. 

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Xfinity My Account App



Account Management



Bills payment online

Enroll in paperless billing and auto pay

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View account information (name on the account, account number, billing & service address, security pin

Access the Admin Tool to change Wifi name and password



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Technician’s estimated 30-minute arrival window



Help in Troubleshooting



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Xfinity App / Xfinity xFI app – PRD1150



Destination for internet customer to get the most of their service.



Account Management



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Find nearby hotspots with the interactive map

Pair, view and manage Xfinity Cameras

Link and control some Works with Xfinity devices (Xfinity Home required)







In-Home Network Management Features for Customers with xFi Gateways



Activate an xFi Gateway or xFi Pods

View and customize wireless gateway settings, including:

Your network settings

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Parental Controls

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Xfinity Remote App- PRD1075



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Manage DVR recordings from your mobile devices anytime, anywhere (X1 Cloud DVR and non-X1 customers).







Xfinity Wifi Hotspots App- PRD1130



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The customer will be taken through a captive portal to validate their credentials.

The network (SSID xfinitywifi, SSID XFINITY or CableWiFi when traveling outside of Comcast areas) is easy to use on a smartphone, laptop or tablet.

Once the user has successfully signed in, their device will automatically connect to the network without needing to sign in again.

Each device must be registered independently.

Automatic sign-in is not supported at partner network hotspots (these are identifiable on the hotspot location map).

If a customer has an Apple device with the Mac Randomization feature turned on, they will be asked to sign in again if they have not accessed the network within six weeks or more.

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Xfinity Stream App- PRD1255



Customers can turn any Apple or Android smartphone or tablet into a personal TV screen using the Xfinity Stream app.

Stream live news and sports, schedule DVR recordings, watch thousands of Xfinity On Demand shows and movies, and download your DVR and purchased movie library. Plus, rent or buy movies and shows (Android devices in-app and from xfinity.com/stream in your web browser) and watch on the small screen or the big screen.

Note: Pay-Per-View programming can’t be streamed through the app at this time.
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The internet is not working. ( Just to confirm, you have issue connecting to your internet using your phone, laptop? Can you be specific on the error while connecting?)

I wanted to discuss about my bill. ( To ensure that I captured the issue correctly, You wanted to understand your monthly rate bill and breakdown about your services?)

My cable box is not working. (Just to confirm the issue you are trying to activate a cable box and it has an error connecting. Can you be specific if you got an error code/message on the TV screen?)

My email is not working. ( I wanted to understand about your email issue. If you don’t mind me asking. Is this on your Comcast email or personal email issue?)

XM Starter questions:



How much mobile data do you normally use?



































Xfinity Mobile starter questions:



How much mobile data do you normally use?
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How do you usually manage your internet service at home?
Do you have kids who are doing virtual classes and currently connected to internet?
Are you fun of travelling? What is your back up data plan?










Features and Benefits:



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New Xfinity Mobile customers are eligible for up to five lines upon activation and may eventually become eligible for up to 10 lines based on several factors, such as payment history.

New Xfinity Internet customers with pending installation are eligible for up to two lines. Please see the Eligibility section below for more information.

Unlimited nationwide talk and text.

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International roaming with Xfinity Mobile's Global Travel Pass or “pay-as-go" rates.

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Customers can cancel service at any time without penalty, but they are still liable for any remaining device payments and service charges.

Customer service on your terms – call, text or chat with us 24/7.





Ways to Save Money



Mix and match your chosen By the Gig data amount with Unlimited lines.

Switch between By the Gig and Unlimited.

Change to a larger or smaller By the Gig shared data amount.

There are no activation fees







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10 GB: $60/month.







Unlimited



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5 or more lines: an additional $20 per line after the fourth line.















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