Troubleshooting Tools Flashcards
Knowledge base tool used by WOW! to support Agents who assist customers.
Gooroo
An interface that provides billing system information for ICOMS, also contains information such as the customer’s bill, services, outages, and Work Order history.
Gooey
A web-based application used to verify if the customer’s cable modem is connecting (syncing) to the network.
Cable Medic
Allows agents to reboot modems, check modem model and MAC address, the package the customer is subscribed to, internet speed and Ultra firmware.
Cable Medic
The tool also incorporates other tools such the Saves Tool and the Internal Account Manager.
Gooey
Used to manage customer email accounts, change settings, and verify user account information.
Internal Account Manager
“IAM” is it’s acronym
Internal Account Manager
Provides the following features:
A summary of services the customer subscribes to.
Access to statements online.
Ability to make changes to billing information.
Online Account Manager
This tool provides the customer with a page that allows the customer to send signal information to their equipment without having to call in for troubleshooting to send signal information.
Online Account Manager
Provides a list of all outages that have been declared in WOW!’s markets.
Outage Board
It includes details about when an outage is opened, what services, nodes, and regions are affected, and whether
an outage is in Quick Call status
Outage Board
There are two types of Outage Boards, what are they?
Outage board - Open outages
Outage board - Closed outages
This tool is used to troubleshooting Whole Home Wifi services only.
RNM Portal
This tool will allow an agent to view active eero devices and connectivity information for the network on an account.
RNM Portal
This tool can be used by agents and customers. Customers will use this tool to login into their email or Online Account Manager.
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