PROTECTION PLAN CLAIM Filing a claim with DIRECTV® Protection Plan Premier is easy! For concerns with your TVs, tablets, laptops, and computers simply do the following:1. Go to directv.com/pplan2. Sign into your DIRECTV account3. Click Access NowNumber
855-422-1614
Protection Plan - Refer the call to 800.676.3169.
LINKS NICE: http://wfm05.cmg.convergys.com ZONE: https://myattzone.att.com/tbmcsr/login.do?fromCSP=CSRPTO :https://cvgsharepoint/sites/quezonchat/Sales%20and%20Service%20Chat%20Agents/Lists/Sales%20%20Service%20UP%20VL%20Tracker%202019/AllItems.aspx
NUANCE: https://portal-east.touchcommerce.com/portal/portal.jsp#transcript_10004119_engagementID:735876989323665689:transcript
MYCSP : http://mycsp.web.att.com/mycspportal/home.do
Samsung ear buds https://www.samsung.com/us/mobile/galaxy-s10/offers/frequently-asked-questions/ATT UNLIMITED PLUS DETAILS http://carecentral.att.com/downloads/PURLdoc19.pdF
TEMPLATENOTES
•ID:•CW:•ISSUE:•ACTIONTAKEN: Manually authenticated | T-GUARD TRUEI2R TEMPLATE BAN: 01MI60 ASSISTED AGENT: REASON:
CALL BACKChat ID:BAN: 01 Callback CB #: 01 NAME:REASON:DEPT:Speed dial/Number of Dept.:WEB / MOBILE
ESCAL ID: Escal Template: Escalated By: ___CX NAME:Ban: 01-Reason:
Transfer chat ID: 01BAN: 01Specific Issue:Reason for Xfer:acct Dept:Opt provided:
CREDIT ID :BAN : 01CTN: 01MGR CREDIT APPROVAL:MGR NAME: _____MGR ATTUID: ___REP ATTUID: ____AMOUNT:LINE OF CREDIT:REASON:RECCO:RESULT:TYPE OF CR:
SPFT TEMPLATEChatID:BAN: 01/ ATTUID:
REASON:MISSING BOGO kita ko na po notes sa •Create a Clarify Case to engage the ICU Team: %u25E6Include in case notes: %u25FECTNs involved%u25FEWhich line is the Buy One and which is the Get One%u25FEPromotion name and active dates%u25FEIf integrated offer, the customer’s TV/Internet account number%u25FEAny additional details your research uncovered%u25E6If detailed case notes are not provided, the ICU team will send back the request and you will have 24 hours to update it with the missing information.%u25E6Once validated, the ICU team requests to have the appropriate tracking SOC added, which drives the credits within 2-3 bill cycles.%u25E6For instruction on how to create an ICU Case, see as per csp of *538594 - Do not transfer to CLG/MST if customer is identified as a "shopping" for an offer, but not requesting to disconnect their account. •Customer who mentions that they are "thinking about disconnecting" to switch to a competitive service provider is not the same as a customer directly asking to disconnect their account.Total Chats handled // Credits amount in dollars// TransferCHAT ID / CANCEL REASON
ICU Team – Chat ID:ATTUID:BOGO Promo cx qualifies for (include MyCSP):DTV/Uverse TV Acct#:BAN:CTN1 (BO):Order Date:IMEI:Make/Model:Terms (Next or Next Every Year?):Device Amount:CTN2 (GO):Order Date:IMEI:Make/Model:Terms (Next or Next Every Year?):Device Amount: transfer count: XX || amount: $XX|| Offer count:XX|| # of chats: XX
855-422-1614
Protection Plan - Refer the call to 800.676.3169.
LINKS NICE: http://wfm05.cmg.convergys.com ZONE: https://myattzone.att.com/tbmcsr/login.do?fromCSP=CSRPTO :https://cvgsharepoint/sites/quezonchat/Sales%20and%20Service%20Chat%20Agents/Lists/Sales%20%20Service%20UP%20VL%20Tracker%202019/AllItems.aspx
NUANCE: https://portal-east.touchcommerce.com/portal/portal.jsp#transcript_10004119_engagementID:735876989323665689:transcript
MYCSP : http://mycsp.web.att.com/mycspportal/home.do
Samsung ear buds https://www.samsung.com/us/mobile/galaxy-s10/offers/frequently-asked-questions/ATT UNLIMITED PLUS DETAILS http://carecentral.att.com/downloads/PURLdoc19.pdF
TEMPLATENOTES
•ID:•CW:•ISSUE:•ACTIONTAKEN: Manually authenticated | T-GUARD TRUEI2R TEMPLATE BAN: 01MI60 ASSISTED AGENT: REASON:
CALL BACKChat ID:BAN: 01 Callback CB #: 01 NAME:REASON:DEPT:Speed dial/Number of Dept.:WEB / MOBILE
ESCAL ID: Escal Template: Escalated By: ___CX NAME:Ban: 01-Reason:
Transfer chat ID: 01BAN: 01Specific Issue:Reason for Xfer:acct Dept:Opt provided:
CREDIT ID :BAN : 01CTN: 01MGR CREDIT APPROVAL:MGR NAME: _____MGR ATTUID: ___REP ATTUID: ____AMOUNT:LINE OF CREDIT:REASON:RECCO:RESULT:TYPE OF CR:
SPFT TEMPLATEChatID:BAN: 01/ ATTUID:
REASON:MISSING BOGO kita ko na po notes sa •Create a Clarify Case to engage the ICU Team: %u25E6Include in case notes: %u25FECTNs involved%u25FEWhich line is the Buy One and which is the Get One%u25FEPromotion name and active dates%u25FEIf integrated offer, the customer’s TV/Internet account number%u25FEAny additional details your research uncovered%u25E6If detailed case notes are not provided, the ICU team will send back the request and you will have 24 hours to update it with the missing information.%u25E6Once validated, the ICU team requests to have the appropriate tracking SOC added, which drives the credits within 2-3 bill cycles.%u25E6For instruction on how to create an ICU Case, see as per csp of *538594 - Do not transfer to CLG/MST if customer is identified as a "shopping" for an offer, but not requesting to disconnect their account. •Customer who mentions that they are "thinking about disconnecting" to switch to a competitive service provider is not the same as a customer directly asking to disconnect their account.Total Chats handled // Credits amount in dollars// TransferCHAT ID / CANCEL REASON
ICU Team – Chat ID:ATTUID:BOGO Promo cx qualifies for (include MyCSP):DTV/Uverse TV Acct#:BAN:CTN1 (BO):Order Date:IMEI:Make/Model:Terms (Next or Next Every Year?):Device Amount:CTN2 (GO):Order Date:IMEI:Make/Model:Terms (Next or Next Every Year?):Device Amount: transfer count: XX || amount: $XX|| Offer count:XX|| # of chats: XX