Notes

CALLER: Yasuhiro Maruhashi
ISSUE: remote not working
STEPS TAKEN: Ran ITG
REMARKS: ITG recommended us to get a replacement and customer preferred to get it from the store
ITG 1.0: CR087547364
ITG 2.0:
CALL BACK NO.: (857) 331-1501
ACC NO.: 8773102263284400
PITCH:
CMAC:
SN:
r34353bb00
--------------------------------
CALLER: Clinton Rowe
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR087552409
ITG 2.0: CR087552653
CALL BACK NO.: :
(443) 538-9034
ACC NO.: 8299400421905675
PITCH: Y
CMAC:
SN:
Clinnie62
Tommy4001
--------------------------------
CALLER: Joan Cass
ISSUE: XM line activation
STEPS TAKEN: Transferred to mobile care dept
REMARKS: No changes made on the account.
ITG 1.0:
ITG 2.0:
CALL BACK NO.: :
(617) 620-5834
ACC NO.: 8773102100153115
PITCH: Already have XM line
CMAC:
SN:
--------------------------------
CALLER: Ndejieh Nyiawung
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0:
ITG 2.0: CR087555078
CALL BACK NO.:
(240) 708-9392
ACC NO.: 8299420602837109
PITCH: Y
CMAC:
SN:
Passyj
Staffing@1
--------------------------------
CALLER: Sean Gold
ISSUE: Own modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0:
ITG 2.0: CR087558005
CALL BACK NO.: (314) 323-5180
ACC NO.: 8773102670384207
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Sanjay Rathod
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Call got disconnected during the process
ITG 1.0: CR087568970
ITG 2.0:
CALL BACK NO.: (412) 708-5981
ACC NO.: 8993210370544535
PITCH: N
CMAC: 405D82D0AB00
c3000
SN:
--------------------------------
CALLER: Maiylou Rossetti
ISSUE: Wants to connect new computer to her wifi network
STEPS TAKEN: Ran ITG to chec the status of the internet and it active. Tried to help them connect to the network but having trouble finding the options on their computer. Transferred to the manufacturer of their computer
REMARKS: No changes made on the account.
ITG 1.0:
ITG 2.0: CR087572421
CALL BACK NO.: (617) 816-2576
ACC NO.: 8773100700088426
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Latifah Price
ISSUE: Customer is agrivated because she was told that she doesn't need to do something and just plug in the modem but she found out that she does not have a wall outlet when the previous rep told her that she has.
STEPS TAKEN: Educated cx that she's going to need a tech appointment to create a wall outlet for the coax and get her internet active but the cx does not want to pay for it.
REMARKS: Trying to figure out what the customer wants but she decided to call back once shee cooled off and disconnected the call.
ITG 1.0:
ITG 2.0:
CALL BACK NO.: (570) 800-8008
ACC NO.: 8499100660273656
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Jenna Bell
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0:
ITG 2.0: CR087578052
CALL BACK NO.: (804) 310-9954
ACC NO.: 8299600060955838
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Carol
ISSUE: Wants to changes caller ID to her name
STEPS TAKEN: Ran ITG
REMARKS: successfully changed caller ID
ITG 1.0: CR087579375
ITG 2.0:
CALL BACK NO.: (412) 897-8870
ACC NO.: 8993210960091624
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Michael Small
ISSUE: Modem offline
STEPS TAKEN: Ran ITG
REMARKS: routed to truckroll and cx agreed.
ITG 1.0: CR087585908
ITG 2.0:
CALL BACK NO.: (215) 834-1974
ACC NO.: 8993115701020750
PITCH: call back toms
CMAC:
SN: 350254981150054
--------------------------------
CALLER: Jennifer Johnson
ISSUE: Flex box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR087588051
ITG 2.0:
CALL BACK NO.: (412) 478-2774
ACC NO.: 8993204620175760
PITCH:
CMAC:
SN: TM9114046094
--------------------------------
CALLER: Rahila Khuroo
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR087590268
ITG 2.0:
CALL BACK NO.: (443) 934-9782
ACC NO.: 8299400421905766
PITCH: Y
CMAC:
SN:
--------------------------------
CALLER: Cliff Pierce
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR087594070
ITG 2.0:
CALL BACK NO.: (410) 610-5127
ACC NO.: 8299400100408082
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Jen Crowe
ISSUE: Wants to activate modem but could'nt add the modem to the account. They system could not find the device using MAC Address.
STEPS TAKEN: Educated cx that they will need to get a compatible device with Xfinity.
REMARKS: Customer wants to figure out their opt ions and call back again.
ITG 1.0:
ITG 2.0:
CALL BACK NO.: (240) 744-6445
ACC NO.: 8299420311141736
PITCH:
CMAC: 44070814C163
ac-1304
SN: 948
--------------------------------
CALLER: Arlene Diaco
ISSUE: Wants to get assistance about ACP application
STEPS TAKEN: Transferred to ACP department for more assistance
REMARKS: No changes made on the account.
ITG 1.0:
ITG 2.0:
CALL BACK NO.: (727) 510-7121
ACC NO.: 8499050280172202
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Hugh Pfabe
ISSUE: Flex box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR087601009
ITG 2.0:
CALL BACK NO.: (860) 722-4863
ACC NO.: 8773500900104503
PITCH:
CMAC:
SN: XI11SC5220204AD5BICO
--------------------------------
CALLER: Kathleen Bradley
ISSUE: No connectivity
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR087602078
ITG 2.0:
CALL BACK NO.: (804) 241-0283
ACC NO.: 8299600142921881
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CALL BACK NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CALL BACK NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CALL BACK NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CALL BACK NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Dean Edwards
ISSUE: Could not add the cable box to his account
STEPS TAKEN:
REMARKS:
ITG 1.0: CR087610100
ITG 2.0:
CALL BACK NO.: (724) 448-5864
ACC NO.: 8993207870345140
PITCH:
CMAC:
SN: PAW410397038
XRE-00251
--------------------------------
CALLER: Danielle Kerins
ISSUE: Modem offline
STEPS TAKEN: Ran ITG - routed to truckroll
REMARKS: Customer understood
- Based on the status of ticket, the Truck Roll cannot be submitted. Please escalate to your supervisor for creation of a manual truck roll
ITG 1.0:
ITG 2.0:
CALL BACK NO.: (617) 293-6412
ACC NO.: 8773100802006821
PITCH:
CMAC:
SN:

--------------------------------
CALLER: Jim Dinucci
ISSUE: Wants to remove ESPN and it was already cancelled by the previous rep today.
STEPS TAKEN: Checked the documentation and found out that the issue already got taken care of.
REMARKS: No changes made on the account.
ITG 1.0:
ITG 2.0:
CALL BACK NO.: (412) 953-1391

ACC NO.: 8993210440019914
PITCH:
CMAC:
SN:
--------------------------------