Quote:
Originally Posted by Ignitionnet
It's a rather quicker job to write 'Your power levels look a bit high' , 'Looks like congestion' or whatever than to get the account details, go to Blue Tools / Cardie / Badger, maybe log onto the CMTS itself, perform diagnostics, maybe raise a new Remedy ticket and escalate to networks, maybe check engineer availability, PM the customer to inform of available slots and write in thread that a PM is waiting for them.
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Red tools now mate .. Blue tools died years ago ..
Quote:
Originally Posted by Chrysalis
All that in all honesty unless VM have bad internal system probably takes about 5 minutes. given people on the phone can do that fairly quickly as well. You could have just said its because staff are only allocated a small time each day to check forum queries.
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Don't forget on a call they talk you through it, ask you questions, this is all one sided and the forums are a lot less forgiving than chatting to someone on the phone.
2nd line also don't take calls from customers, they only tend to look at the "higher" level bits following on from 1st line diagnostics, so add together the time it takes to call in, go through all the checks on the phone, then wait for 2nd line to advise the agent what to do next, for them to do it and then come to a resolution, without the 2nd line guy being able to ask any questions in real time.
Oh and to add the forum posts tend to be tricky issues to find, the ones people couldnt get sorted over the phone.