Notes

we have covered so far
xfinity products like
XFINTY INTERNET
XFINITY MOBILE
CABLE TV
XFINITY HOME
XFINITY VOICE
xfi complete
FLEX BOX
einstein 360


first of all
login to VMware
using BP ID
then open EINSTEIN 360 and ACSR
then open CTI tool using AWAYA ID
then their is icon of guy in blue t-shirt click on that and choose AUTO-IN
then we are ready to take calls

for Transfer of calls
there is icon on the top with green arrow, click on that,
and then check whether the customer is authorized or not
then click in FILTER
and there will be a list of departments along with waiting time
if the waiting time if less than 1 minute then we choose WARM TRANFER
if the waiting time is more than 1 minute, then choose COLD TRANSFER

WARM:- we will connect to the department and explain the issue of the customer to them so that customer don't have to repeat their issue and then we will merge the call of the customer and the department and we will leave from the call

by pressing the red cross icon

COLD:- we will directly place the call to the department and in this the customer will explain their issue themselves to the department

FOR BREAK
click on the AUX icon (on the top)
there will be list if different kind of breaks
choose option 1 for BIO BREAK(option name is BREAK)
for meal, option 9( option name is LUNCH)



Thank you for calling Xfinity, my name is ANIRUDDHA Who do have I pleasure of assisting today?

A for Alpha
N for November
I for Indigo
R for Romeo
U for Uniform
D for Delta
D for Delta
H for Hotel
A for Alpha

How are you?

Thank You for a valuable customer for such a long time. Thank you for your loyalty and choosing xfinity for your services

May I please place your call on hold for 1-2 minutes in the mean while i am working on your account
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Thank you for being in hold I really appreciate your time and patience

Services u are using right now is internet, cable and voice


Paperless Auto pay
u will get discount of 10 dollar per month if you do it with your bank account
and with the card u will get the discount of 5 dollar per month


8397300010093092
10 DOLLAR FOR CABLE BOX
15 DOLLAR FOR GATEWAY

CAN U PLEASE TELL ME THAT U ARE USING SMART TV OR NOT?

XFINITY STREAM APP

XFi Complete: ($25 per month)
facilities it will provide:-

advance security
unlimited data
unlimited hotspot
tech upgrade: in this ur system will be get upgrade after every 3 years with no additional cost
wall to wall coverage: 14 days assessment and after that team will observe that if there are internet dropdowns within these days and if yes then you are eligible and u will receive a link to order your xfi complete box but if the team will find out that there are no dropdowns then the customer is not eligible for the xfi complete box and they have to appear in the assessment after 6 months and this will continue till 24 months.


you have to visit the nearest xfinity store and get your gateway upgrade after 3 years with no additional cost