HSD Top Call Driver and Satisfaction Survey

In a scale of 1 – 5, rate your current skillsets below where 1 as the lowest and 5 as the highest.
Name: 


  1. Creating Trouble Call in ICOMS
    1 2 3 4 5


  1. Creating Trouble Call in ACSR
    1 2 3 4 5


  1. Creating ETD Tickets
    1 2 3 4 5


  1. When to create ETD Tickets
    1 2 3 4 5


  1. Posting credit/adjustment (range and online) in ICOMS
    1 2 3 4 5


  1. Posting credit/adjustment (range and miscellaneous ) in ACSR
    1 2 3 4 5


  1. Modem Provisioning Customer Owned in ICOMS
    1 2 3 4 5


  1. Modem Provisioning Customer Owned in ACSR
    1 2 3 4 5


  1. SPP Owned Modem Provisioning in ICOMS
    1 2 3 4 5


  1. SPP Owned Modem Provisioning in ACSR
    1 2 3 4 5


  1. Adding/Removing WiFi Codes in ICOMS
    1 2 3 4 5


  1. Adding/Removing WiFi Codes in ACSR
    1 2 3 4 5


  1. Splitting/Combining HSD and Digital Home Phone Codes in ICOMS
    1 2 3 4 5


  1. Splitting/Combining HSD and Digital Home Phone Codes in ACSR
    1 2 3 4 5


  1. (Re) Assigning service code to equipment in ICOMS
    1 2 3 4 5


  1. (Re) Assigning service code to equipment in ACSR
    1 2 3 4 5


  1. Resolving Autoprov in ICOMS
    1 2 3 4 5


  1. Resolving Autoprov in ACSR
    1 2 3 4 5


  1. Resolving Disabled Binfile in ICOMS
    1 2 3 4 5


  1. Completing SIK Work Order
    1 2 3 4 5


  1. Completing Work Order when there's another active customer in the address (ICOMS)
    1 2 3 4 5


  1. Completing Work Order when there's another active customer in the address (ACSR)
    1 2 3 4 5


  1. Cancelling Work Order in ICOMS
    1 2 3 4 5


  1. Cancelling Work Order in ACSR
    1 2 3 4 5


  1. Creating Modem Relocate in ICOMS
    1 2 3 4 5


  1. Creating Modem Relocate in ACSR
    1 2 3 4 5


  1. Email Password Reset in RIO
    1 2 3 4 5


  1. Docsis/NYROC - Enable HTTP/Unquarantine
    1 2 3 4 5


  1. Tech Feedback/Damage Claims - how to handle and what to tell the customer
    1 2 3 4 5


  1. Installing and Uninstalling Mcafee
    1 2 3 4 5


  1. Email Migration - same domain, different domain, different account holder's name
    1 2 3 4 5


  1. How to Handle Request for American Rep
    1 2 3 4 5


  1. How to handle callers from media
    1 2 3 4 5


  1. When to declare an outage
    1 2 3 4 5


  1. Troubleshooting Spectrum TV App
    1 2 3 4 5


  1. Gathering info for the SPP TV App Escalation
    1 2 3 4 5


  1. Creating Issuetrak Tier 2 case
    1 2 3 4 5


  1. Troubleshooting Modem Offline
    1 2 3 4 5


  1. Accessing GUI in all modem routers via Kitty
    1 2 3 4 5


  1. Accessing GUI in all modem routers via IPV6
    1 2 3 4 5


  1. Troubleshooting No Connectivity Invalid IP Address (Wired and Wireless)
    1 2 3 4 5


  1. Troubleshooting No Connectivity Valid IP Address (Wired and Wireless)
    1 2 3 4 5


  1. Troubleshooting No Connectivity in Single Website (Wired and Wireless)
    1 2 3 4 5


  1. Troubleshooting Slow Browse (Wired and Wireless)
    1 2 3 4 5


  1. Troubleshooting Intermittent (Wired and Wireless)
    1 2 3 4 5


  1. Creating sub account, promoting sub to master and vice versa
    1 2 3 4 5


  1. MyAccount Troubleshooting - login errors
    1 2 3 4 5


  1. Troubleshooting Webmail unable to send and receive
    1 2 3 4 5


  1. Troubleshooting Email Client unable to send and receive
    1 2 3 4 5


  1. Troubleshooting Webmail Latency
    1 2 3 4 5


  1. Using Go to Assist
    1 2 3 4 5


  1. How to Add Authorize Users in ICOMS
    1 2 3 4 5


  1. How to Add Authorize Users in ACSR
    1 2 3 4 5


  1. How to identify TAP Status in ICOMS
    1 2 3 4 5


  1. How to identify TAP Status in ACSR
    1 2 3 4 5


  1. Explaining Proration and why the bill went up
    1 2 3 4 5


  1. Knows what information that CANNOT be disclosed to customers from Account Security Guidelines
    1 2 3 4 5


  1. Knows when to do CPNI
    1 2 3 4 5


  1. Knows when to authenticate
    1 2 3 4 5


  1. Knows when to disclose Security Code
    1 2 3 4 5


  1. How satisfied are you with the support provided by the program in executing the role expected from you?
    1 2 3 4 5


  1. How satisfied are you on how the management runs the program?
    1 2 3 4 5


  1. Suggestions/Comments for Items 62 and 63





Training Team