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Celestial/E360/ECM/ITGs > E360 > Flashcards

E360 Flashcards

E360 Info

1
Q

This function includes every interaction: phone calls, store visits, chats

A

Historical Log

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2
Q

Click here to clear the current customer account information being displayed

A

Customer Lookup

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3
Q

ITGs, Devices & Diagnostics, and Outages can be found here

A

Troubleshooting

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4
Q

Click here to view pending jobs and past jobs

A

Work Orders

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5
Q

This banner provides a single click link to the Outage Details page

A

Outage Notification Banner

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6
Q

Name 3 details that can be found on the Work Order page

A

Job Number, Job Type, Job Status, Tech name, Tech ID, Additional job details

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7
Q

Previous jobs can be found under this tab

A

History

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8
Q

You can filter account history details by

A

Event Type

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9
Q

If the first agent receives a call through CTI and confirms the job/tech info then transfers the call, the second agent will see the

A

Call Transfer Screen

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10
Q

A _____ _____ is when you introduce the caller to the next agent, tell the agent the reason for the call, and what steps you and the caller have already taken.

A

Warm Transfer

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11
Q

Previous jobs can be found under this tab

A

History

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12
Q

Name 3 details that can be found on the Work Order page

A

Job Number, Job Type, Job Status, Tech name, Tech ID, Additional job details

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13
Q

You can filter account history details by

A

Event Type

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14
Q

A _____ _____ is when you introduce the caller to the next agent, tell the agent the reason for the call, and what steps you and the caller have already taken.

A

Warm Transfer

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15
Q

If the first agent receives a call through CTI and confirms the job/tech info then transfers the call, the second agent will see the

A

Call Transfer Screen

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16
Q

This icon in E360 will provide you with news and alerts

A

Bell Icon

17
Q

Xfinity Rewards information can be located under this drop down in E360

A

Account

18
Q

Customer Agreements can be found under which drop down in E360?

A

Services

19
Q

You can click this icon in the top toolbar of E360 to view customer’s HSD service speed tier and device info

A

Wifi Icon

20
Q

The ______ page in E360 provides a snapshot of the customer’s account activity, billing and plan information, and more.

A

Overview

Celestial/E360/ECM/ITGs (4 decks)

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