Uptraining Survey - (TM and QA)

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

We want to hear your concerns as it relates to the list agents previously provided to you. This is specifically regarding FCR and troubleshooting. This survey will help us as we prepare the 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 the agents need regarding VISS?
    1 = Do not need training; 10 = Need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    Do not need training  Need a lot of training


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


  1. How much additional training do the agents 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 these agents 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. The agents understand when to check for the WAN and LAN IP's.*
    Yes
    No


  1. If you feel the agents 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. The agents generally know what to do if a customer does has a valid IP Address but cannot get online.*
    Yes
    No


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


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


  1. How much additional training do the agents need regarding Email?
    1 = Do not need training; 10 = Need a lot of training*
     
      1 2 3 4 5 6 7 8 9 10  
    Do not need training  Need a lot of training


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


  1. The agents 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. The agents are correctly offering callbacks to the customer, and know all the situations when to do so.*
    Yes
    No


  1. What specific issues or trends are effecting the agents' First Call Resolution?*


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