Notes

CALLER: Karen Oneill
ISSUE: Modem is previously activated by an agent with thesame Wifi name and password as the default one. The customer called again because the connection went out.
- ITG recommended us to change the wifi name and password.
STEPS TAKEN: Ran ITG. Changed wifi network name and password.
REMARKS: Issue resolved
ITG 2.0: CR086999039
ITG 1.0: CR086999673
CALL BACK NO:
(508) 843-2187
ACC NO.: 8773102701345805
PITCH: Y/ Not interested
CMAC:
SN:
southcape45
sandybeaches
--------------------------------
CALLER: Stephanie Ferron-riley
ISSUE: Inquired about the price if she keeps internet service only
STEPS TAKEN: Educated cx about all her options.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO:
(516) 469-6637
ACC NO.: 8499053251911780
PITCH: Y/ please call this number tomorrow for 3 lines.
CMAC:
SN:
--------------------------------
CALLER: Apollo Adams
ISSUE: Account is soft disconnect
because of billing issue. An agent from billing dept reinstated his service yesterday but now it's disconnected again.
STEPS TAKEN: Transferred to Billing dept for further assistance.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO: (434) 250-5024
ACC NO.: 8299600780904603
PITCH: account is under soft disconnect
CMAC:
80DAC200A10E
SN:
--------------------------------
CALLER: Bryan Perez
ISSUE: Modem is showing offline on his end (orange light) even after he tried to move it to a diferent outlent.
STEPS TAKEN: Educated cx that he might need a technician if it's still offline after we ran troubleshooting.
REMARKS: Customer remarked to request a tech visit soon but not now.
ITG 2.0: CR087009297
ITG 1.0:
CALL BACK NO:
(201) 681-1632
ACC NO.: 8299610381366557
PITCH: N
CMAC:
SN:
--------------------------------
CALLER: Juan Martinez
ISSUE: Flex activation but customer have a lot of questions about his account and subscription.
STEPS TAKEN: Ran ITG and answered all questions regarding his account and subscription.
REMARKS: Issue resolved.
ITG 2.0:
ITG 1.0: CR087036030
CALL BACK NO:
(617) 608-8007
ACC NO.: 8773100510211069
PITCH: Y/ Wants to do it on the store
CMAC:
SN:
--------------------------------
CALLER: Clara Furman
ISSUE: Called to put on the documentation if we could please don't charge them for the upcoming technician visit.
STEPS TAKEN: Educated the cx about the possible charge and she understood.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO:
(856) 430-1775
ACC NO.: 8299200230552910
PITCH:
CMAC:
SN: AO15
--------------------------------
CALLER: Yvonne Rivera
ISSUE: wants to ask about bill setlement when disconnecting her account.
STEPS TAKEN: Transferred to billing department for further assistance
REMARKS: No changes made on the account.
note: One CTI popped up so late that I wasn't aware that I already got a call for about a few seconds.
ITG 2.0:
ITG 1.0:
CALL BACK NO:
(732) 766-2663
ACC NO.: 8499052380841298
PITCH:
CMAC:
SN:
7327662663
--------------------------------
CALLER: Eloi Ananias
ISSUE: service disconnected due to lack of documentation
STEPS TAKEN: Transferred to sales dept to settle the account.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO:
(617) 501-3445
ACC NO.: 8773102540357870
PITCH: N/ service disconnected
CMAC:
SN:
--------------------------------
CALLER: Catherine Merrill
ISSUE: wants to set up a new account to a new address.
STEPS TAKEN: Transferred to sales to set up a new account.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO: 272) 766-8771
ACC NO.: 8993115630018198
PITCH: No account yet
CMAC:
SN:
--------------------------------
CALLER: Amelia Korfmann
ISSUE: Asked if he can go to xfinity store to replace his equipment on set of the call.
STEPS TAKEN: Tried to help him troubleshoot but he doesn't think that would help.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO: (610) 348-0014
ACC NO.: 8499100027389625
PITCH: N/ rushing to go to the store
CMAC:
SN:
--------------------------------
CALLER: (443) 432-4998
ISSUE: Wants to activate internet but the account is under "Service Disconnected"
STEPS TAKEN: Transferred ot sales dept to settle the account first.
REMARKS: Customer agreed. No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO:
ACC NO.: 8299400450695916
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Dinorah Torres
ISSUE: wants to activate internet but the service is Disconnected
STEPS TAKEN: transferred to sales dept to settle the account first.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO: (617) 642-7940
ACC NO.: 8773100701147932
PITCH: account disconnected
CMAC:
SN:
--------------------------------
CALLER: Michael Mcdonald
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 2.0:
ITG 1.0: CR087046054
CALL BACK NO:
(570) 209-6417
ACC NO.: 8993114870469823
PITCH: Y / Not interested
CMAC:
SN:
Mr.BatmansMancave
Mr.thunderhawk082297
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 2.0:
ITG 1.0:
CALL BACK NO:
ACC NO.:
PITCH:
CMAC: 6CCDD69128E4
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 2.0:
ITG 1.0:
CALL BACK NO:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Leticia Almeida
ISSUE: Wants to set up a new account on a different address.
STEPS TAKEN: Transferred to a sales dept.
REMARKS: customer preferred to be transferred to a spanish rep.
ITG 2.0:
ITG 1.0:
CALL BACK NO: 7746155778
ACC NO.: 8773104001435708
PITCH: No account to the new address yet
CMAC:
SN:
158
--------------------------------
CALLER: Daniel Prata
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 2.0: CR087054820
ITG 1.0:
CALL BACK NO: (781) 827-9970
ACC NO.: 8773100711287512
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Daniel Sim
ISSUE: Modem activatio/ failing WAN score
STEPS TAKEN: Educated cx about her upcoming appointment that was already set up.
REMARKS: Customer understood.
ITG 2.0: CR087042695 - failing WAN Score
ITG 1.0:
CALL BACK NO: (856) 493-6355
ACC NO.: 8499050420570497
PITCH: Not eligible
CMAC: 1C9D72CD3372
1C9D72CD3372
SN:
--------------------------------
CALLER: MONDARRYL SMITH
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 2.0: CR087059901
ITG 1.0:
CALL BACK NO: (678) 459-8010
ACC NO.: 8299610242878253
PITCH:
CMAC:
SN:
Goldhawk
HawkUp!*1
--------------------------------
CALLER: Samuel Gladden
ISSUE: wanst to activate Flex box but doesn't like the $15 activation fee and remarked that he will just return the device.
STEPS TAKEN: Educated the cx about the activation fee and tried to help hm about how to return the device but he refused.
REMARKS: No changes made on the account.
ITG 2.0:
ITG 1.0:
CALL BACK NO: (267) 773-9977
ACC NO.: 8499100216731694
PITCH:
CMAC:
SN:
--------------------------------
CALLER: John Krause
ISSUE: Flex box aactivation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 2.0: CR087062305
ITG 1.0:
CALL BACK NO: :
(203) 464-2424
ACC NO.: 8773400260507835
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Helan Sindi
ISSUE: Modem activation/Modem offline
STEPS TAKEN: Ran ITG/ Educated cx that they already have an upcoming tech appointment.
REMARKS: Cx agreed.
ITG 2.0: CR087064805
ITG 1.0:
CALL BACK NO: (571) 359-9746
ACC NO.: 8299610330832683
PITCH: