FCRU Uptraining Survey

We are conducting an upcoming FCRU (First Call University University) training.

We want to hear your concerns as it relates to FCR and troubleshooting on your calls. This survey will help us as we prepare your uptraining.

All questions are required fields. Please read all questions and responses carefully before responding.
Name (optional): 


A red asterisk (*) indicates required questions.

  1. How much additional training do you need regarding VISS?
    1 = I do not need training; 10 = I need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    I do not need training  I need a lot of training


  1. I know how to use the Radialpoint Support Portal Tool and the VISS Security Doctor.*
    Yes
    No


  1. How much additional training do you need regarding No Sync issues?
    1 = I do not need training; 10 = I need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    I do not need training  I need a lot of training


  1. How confident are you in knowing how to find a WAN IP and a LAN IP?
    1=Not confident at all, 10=Very Confident*
     
      1 2 3 4 5 6 7 8 9 10  
    Not confident at all  Very Confident


  1. I understand when to check for the WAN and LAN IP's.*
    Yes
    No


  1. If you feel you need additional training on the following specific topics, please check the corresponding boxes.
    Route issues related to PPPoE
    Route issues related to Open PPPoE
    Route issues related to DHCP
    Route issues related to Static


  1. I generally know what to do if a customer does has a valid IP Address but cannot get online.*
    Yes
    No


  1. I generally know what to do if a customer does not have a valid IP Address.*
    Yes
    No


  1. How much additional training do you need regarding Wireless issues?
    1 = I do not need training; 10 = I need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    I do not need training  I need a lot of training


  1. How much additional training do you need regarding Intermittent Testing?
    1 = I do not need training; 10 = I need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    I do not need training  I need a lot of training


  1. How much additional training do you need on how to use VDI and VRDS to research active MCO Handoffs?
    1 = I do not need training; 10 = I need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    I do not need training  I need a lot of training


  1. I know how to code the ticket when the customer calls about an active issue (examples: Active MCO Handoff, Active OSC Handoff, Active Escalation.)*
    Yes
    No


  1. How do you code your ticket when the customer calls about an active issue?*


  1. I know when to offer a callback to the customer, and how to process the callback.*
    Yes
    No


  1. Briefly describe the process to setup a callback.*


  1. On a scale of 1 - 10, how important do you think it is to fill out your Remedy Notesmaker Template?
    1 = not at all, 10 = extremely important.*
     
      1 2 3 4 5 6 7 8 9 10  
    Not at all  Extremely Important


  1. Check the corresponding boxes if you know how to use Switch Traffic to
    Confirm PPPoE connectivity
    Confirm DHCP connectivity
    Confirm txBits traffic
    Confirm rxBits traffic
    Troubleshoot Static No Route calls
    Troubleshoot Slow Throughput calls


  1. I have taken the following online training modules, located in the docs. (Check all that apply.)
    Remedy Exception Ticket Training
    Wireless Online Beta


  1. What specific issues do you find lower your First Call Resolution?*


  1. What topics do you feel would be of the greatest benefit to have additional training on?*