Top Cases

Digital Assist - Cox Residential

1. Data/Internet - No Service
2. Billing Inquiries - Collection PTP
3. TV/Video - No Service
4. Billing Inquiries - Bill Increase
5. Billing Inquiries - Pay Bill
6. Account Services - Activate account/equipment
7. Data/Internet - Slow/Intermittent Connectivity
8. Billing Inquiries - Payment Inquiry
9. Billing Inquiries - Credits/Adjustments
10. Data/Internet Failed Self-Instalation

PDC by Top Drivers

Start

This guide will bring you along the content available in Khoros so you can have guidance on the process and the phrases you can use while solving the customer's issues.

10

Internet - No connectivity

Resolved with the reboot

TS Process Internet Resolution.

Access Smarthelp w/ Cox App.

Greeting with acknowledgement.

Recap - You Messaged us about

Internet Issues – Troubleshoot (Check Login Status)

Set Expectations, Next steps.

Needs Technical Appointment

Troubleshoot - Schedule tech

If there is a delay.

Reschedule/cancel app-Cox App

Reset - Internet Connection.

Recap - You Messaged us about

10

Set Expectat zions, Next steps.

Billing Inquiries - Collection PTP

Eligible to have the PTP

Set up payment extension as Recap (loy)

Greeting with acknowledgement. (k w)

Identify Customer: Name and Number (, ca)

Not eligible to have the PTP

Set Expectations (exte)

PTP - Not eligible (ptp)

Transfer Collections (coll)

Disclaimer: If the account is having ACP Scheme it should not have an extension created.

10

TV - No Service

Resolved through Solutions Center

TS Process TV Resolution. (ts pr)

Access Smarthelp w/ Cox App.

Greeting with acknowledgement. (k w)

Recap - You Messaged us about

Ack - Issues (iss)

Identify Customer: Name and Number (, ca)

Needs Technical Appointment

Troubleshoot - Schedule tech

Troubleshooting - service (ixe)

Reschedule/cancel app-Cox App

Probing Questions (Not in PDC)

Recap - You Messaged us about

10

Self-Service Options

Bill Increase

Recent acc activity-Cox App (y-c)

Greeting with acknowledgement. (k w)

Identify Customer: Name and Number (, ca)

Set Expectations, Next steps.

If there is a delay.

Overview - Balances/Charges (w -)

10

Billing - Pay Bill

Payment placed

Recap - You Messaged us about

Closing4 - Cox App (fee)

Greeting with acknowledgement. (k w)

Identify Customer: Name and Number (, ca)

PAF Advisory... Option 1 (paf)

If there is a delay.

Overview - Balances/Charges (w -)

10

Activate Account / equipment

Self-Service Options & Resolution

Greeting with acknowledgement.

Activation complete- Cox App (vat)

Identify Customer: Name and Number (, ca)

TS Process Internet Resolution (ts pr)

Set Expectations, Next steps.

If there is a delay.

Activate customer’s new modem (mac)

10

Internet - Slow/Intermittent

Resolved with the reboot

TS Process Internet Resolution.

Access Smarthelp w/ Cox App.

Greeting with acknowledgement.

Recap - You Messaged us about

Internet Issues – Troubleshoot (Check Login Status)

Set Expectations, Next steps.

If there is a delay.

Reset - Internet Connection.

10

Payment Inquiry

Resolved with the reboot

TS Process Internet Resolution.

Greeting with acknowledgement.

MOP - Not stored (mop)

Identify Customer: Name and Number (, ca)

PAF Advisory… Option 1 (paf)

Set Expectations, Next steps.

If there is a delay.

Non-Credit/Debit Card Payments

Update your method of payment. (by v)

Can’t take credit/debit card (cred)

Instructions - PAF is waived (paf)

Req Info for Check Payment (dol)

MOP - Not stored (mop)

Payment Rejected (rej)

Secure Payment Form - Success (succ)

10

Billing - Credits/Adjustments

Can be credited

Outage - Credit Account

Greeting with acknowledgement.

Outage - Loss of Revenue

Identify Customer: Name and Number (, ca)

Recap - You Messaged us about

Closing4 - Cox App (fee)

Set Expectations, Next steps.

If there is a delay.

Tips and Key Article (Not PDC)

10

Failed Self Installation

Resolved with the reboot

TS Process Internet Resolution.

Access Smarthelp w/ Cox App.

Greeting with acknowledgement.

Recap - You Messaged us about

Internet Issues – Troubleshoot (Check Login Status)

Set Expectations, Next steps.

Needs Technical Appointment

If there is a delay.

Troubleshoot - Schedule tech

If the self-install process is complete and service is not working, proceed with Internet No service Intent

Reschedule/cancel app-Cox App

Recap - You Messaged us about

Reset - Internet Connection.

10