Notes
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CB: (860) 818-0797
Acc: 8773400180239428
Issue/Resolution: mobile activation, transferred to mobile care department,cx agreed to wait on the line for the next agent,EOC
--------------------------------------------------
Roj talked to Mary Maxwell
CR Ticket #CR082609690
CB:(440)522-9816
Acc:8993204300014032
Issue/Resolution:needs to set up Xfinity ID,educated cx and shared an article on how to do it,modem activation,ran itg for activations,issue resolved
--------------------------------------------------
Roj talked to Jasmine Olaechea
CR Ticket #CR082610908
CB:(240)671-7608
Acc:8299420311139649
Issue/Resolution:modem activation,ran itg for activations,and routed to tech appointment but cx don't want to proceed because of possible charge,educated cx about Xfinity app benefits and how to have a tech appointment,cx wanted disconnect services but disconnect dep. is close,educated cx,EOC
--------------------------------------------------
Roj talked to Tefo Linchwe
CR Ticket #CR082613173
CB:(781)354-5804
Acc:8299400482246456
Issue/Resolution:modem repair-no connectivity,ran itg for connectivity issues,issue resolved
--------------------------------------------------
Roj talked to Nilka Silverino
CR Ticket #CR082616170
CB:(774)400-6005
Acc: 8773102912615848
Issue/Resolution:cx wanted to update phone number
(774)400-6005,cable box activation,ran itg for activation,issue resolved
--------------------------------------------------
Roj talked to Charene Coleman
CR Ticket #CR082617726
CB:(610)335-6399
Acc:8499100530831261
Issue/Resolution:modem activation,ran itg for activations and routed to tech appointment but cx already has a pending tech and just wante to proceed with it,issue resolved
--------------------------------------------------
Roj talked to Jason Cruz
CB:(413)784-3961
Acc:8773110181995833
Issue/Resolution:cable box activation-LOB NO SERVICEABLE,already has a ticket in ECM,cx wants to get a callback tomorrow by 8-11am,EOC
--------------------------------------------------
Roj talked to Kathleen Martell
CR Ticket #CR082622403
CB:(857)261-1703
Acc:8773103180808552
Issue/Resolution:cable box activation,ran itg for activations and routed to tech appointment,cx don't want to proceed becasue she's busy with work,educated cx she can set up tech appointment with Xfinity app,EOC
--------------------------------------------------
Roj talked to William Graham
CB:(609)703-2550
Acc:8499100027549202
Issue/Resolution:have inquiries with his account set up,transferred to customer solutions,cx agreed to wait on the line for the next agent to answer the call,EOC
--------------------------------------------------
Roj talked to Angelo Mazza
CR Ticket #CR082627181
CB:(413)237-3321
Acc:8773110210037631
Issue/Resolution:modem activation,ran itg for activations,cx agreed to get a callback after 2 hours via automated phone call to confirm resolution,EOC
--------------------------------------------------
Roj talked to Donald Damiano-XM PITCH
CB:(412)610-2991
Acc:8499100800027350
Issue/Resolution:cx wants to upgrade to a new modem,shipped a new one and waived the charges,issue resolved
--------------------------------------------------
Roj talked to Cheryl Burge-xm pitch
CR Ticket #CR082641416
CB:(202)650-1246
Acc:8299420621867152
Issue/Resolution:modem activation,ran itg for activations,set up wifi name and password,issue resolved
--------------------------------------------------
Roj talked to Monica Torres
CB:(713)870-1981
Acc:8495752543771993
Issue/Resolution:cable box activation and remote issues,transferred to central TV activation department,cx agreed to wait for the next agent to answer the call,EOC
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