Notes

S1: START SMART GREETING: (Fully Verified: Name Only) ||
(Partially Verified: Name and Service Address)


Appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is _____ and our system shows that you are calling regarding _____. Is this correct?

IF ISSUE IS NOT CLEAR: Can you tell me more about it?

TONE: Jolly/Happy

I appreciate you bringing this to our attention. I'll exhaust everything to resolve your concern about ________, so ___. I'll be your partner and resolution expert.


TONE: Irate/Dissatisfied

First and foremost, this is not the experience we want you to have. I'll exhaust everything to resolve your concern about_______ so__. Allow me to correct things for you.

S2: CHECKLIST


1. Identify if Xfinity App will be used. Set clear expectations about Xfinity App.

2. Check for any ITG 2.0 (Required and Recommended Actions) and NBX

3. Initial Probing Questions


* SETTING OF EXPECTATIONS*


TV

X1 - Before we proceed, we'll check some physical connections first, then I'll walk you through the On-Screen Activation Process.

Flex - Before we proceed, we'll first need to check if the modem is online since our wireless boxes are dependent on Internet. Then we'll use XFINITY APPLICATION to activate your flex box.


Internet

We'll first check the connections and power of the modem. Then, we'll utilize the XFINITY APPLICATION to activate your modem, then set the WIFI name and password if necessary. In case the outlets in your house are not yet active or you don't have outlets yet, I can walk you through on how to set an appointment through the app.

PHONE

Voice -We'll first check the connection and power of the modem. Once activated, we'll be doing some test calls to see if the phone is working.


* DISCOVER NEEDS - TECHNICAL *

TV

X1

1. Has this box worked before?
2. How did you receive the box?
3. What do you see on your screen?
4. (If disabled in CSG)
Is this an additional box, or is this a replacement box?


INTERNET

Internet

1. (XB6/7/8) What is the status of LED LIGHT on top of the modem?

2. (XB3) What is the status of the third icon in front of the modem? It's tagged as ONLINE LIGHT

3. What is the name of the WI-FI you are connected to?



PHONE

Voice

1. Can you please confirm the telephone number you want to activate?

2. Was it working before or is it the first time you're going to activate the modem?


*SOLVE SEQUENCE*
LEGACY
TV

POWER - CONNECTION - INPUT - SIGNAL

DTA and HD DTA: Channels are available right away except Guide which takes 15 minutes

DCT, HD DCT, HD DVR: Box will reset. Customer still sees OMP. Flip channels to see live TV Channels. On Demand, PPV, Guide will be available within the next 2 hours.



INTERNET

1. GET STARTED (or tap the account icon on upper left portion of screen and tap Activate Xfi Modem/Gateway)
2. Use Camera or Enter Code Manually
3. Connect Coax Cable and Power Up
4. Check Connection

Conclusion:

5A: (for leased modems) If outlet is active, change WIFI name and Password - 5A1: Setting up your Network 5A2: Auto Connect or Connect Manually

5B: If outlet doesn't work, TRY ANOTHER OUTLET or select NONE OF MY OUTLETS WORK || Xfinity Assistant will pop-up and customer needs to select SCHEDULE AN APPOINTMENT select a date and time.

NOTE: Agent must check if the schedule will reflect in ACSR/Einstein and state the Tech Home Visit Policy


PHONE
Voice

Check if a rate code called NUMPORT is in ACSR to determine if Ported or Native.

1. Run ITG
2. Run XPG - Select IMS
3. Query - Add TN
4. Get details from CSG (CMMAC/MTA MAC/Modem Make and Model)
5. Activate

Query until Registered Normal appears on the screen.



* S3: APP PROMOTION *
INTERNET

By the way, I just want to highlight that you can use our AMAZING Xfinity Application to control the WIFI experience of the users inside the house. You could change the WIFI name and password, configure the settings, and also pause devices from using the internet when it is mealtime or sleep time. Inside the app is Xfinity Rewards where you can find your current rewards and free perks, we've prepared to say thank you for continuing business with us. In case you are outside your house, you may connect to Xfinity Wi-Fi Hotspot using your Xfinity Email's username; these are xfinity customers - exclusive hotspots so you are connected to the internet at all times.


TV

I just want to highlight that you can use our AMAZING Xfinity Application to control the WIFI experience of the users inside the house. You could change the WIFI name and password, configure the settings, and also pause devices from using the internet when it is mealtime or sleep time. Inside the app is Xfinity Rewards where you can find your current rewards, we've prepared to say thank you for continuing business with us.


For X1:
Since you have X1 box, you may also use Xfinity Stream App on your phone to make sure you can watch your recordings on the go