Einstein TimeLine Flashcards
What is this Badge?
Promo Rolloff
Customer is within 45 days of Promo rolloff.
What is this Badge?
Moves
Customer has a upcoming Move or has moved in the last 30 days
What is this Badge?
New Device
Customer received a new device within the last 45 days
What is this Badge?
Escalation
Customer has had 6 or more calls and 2 or more truck rolls in the last 2 weeks. or has a ECR contact or erone ticket in the last 30 days.
What is this Badge?
New Package
Customer recently added a new package to their service within the last 30 days.
What is this Badge?
Truck Roll Install
Customer has an upcoming or recent Truck Roll within the last 30 days
The Icons are categorized along the left side, what are the categories?
Product
Admin
Self-Service
Agent
Tech
Network
Red Icons are generally for….
Error related
Green Icons are generally for….
Billing related Items
Grey Icons are generally for….
Online Events
Blue Icons are generally for….
Sub interactions w/Comcast
Purple Icons are generally for….
Corperate Esclations
Light Blue Icons are generally for….
XM related items
How do you get to Timeline?
Click on Account
Account HIstory
View Full Customer Timeline.
What is this ICON?
Realtime Assist
What is this ICON?
VOD rental
What is this ICON?
Scheduled Maintenance
What is this ICON?
ITG ran
What is this ICON?
IVR Call and Hangup
What is this ICON?
Consent
What is this ICON?
CIMA Login
Comcast Identity Management Architecture
(someone logged into the web or app)
What is this ICON?
Call
What is this ICON?
XRE Error
What is this ICON?
Automated communications
