News

SOLUTIONS CENTER FOR HOSPITALITY NETWORK

In Chrome, load connect2.cox.com and select Chrome. Open https://scpega.corp.cox.com/prweb/sso

Select “New”

Select “Account Search”

Select “Hospitality Network Search”

Enter hotel name and search

From the list, double click on your selected hotel

Enter room number

Select ”Save” (connecting will appear on the bottom left, that is how you know it’s working)

Basic hotel information is at the bottom

Select “Add Intent”

Select “Troubleshoot HN”

Single click on the calendar to enter the check in date

Select the issue the guest is experiencing

Select the device, and the operating system

Select “Next”

You have the room number and underneath that is your JTools information

Under “Troubleshooters” on the right where it says confirm payment, not necessary to use this selection

Under “Treatments” on the right are your tools.

· “Adjust User Device Connection”

o Basic troubleshooting (turn Wi-Fi off/on, airplane mode off, no VPN)

o Try a second device if you are not able to get the first one to work successfully

· “Assist Customer with Wi-Fi Configuration”

o Lists SSID and asks if the guest can connect to it.

o If no, do they see it listed?

o Can they move away from other electronic equipment in the room to see if network appears

o Can they try another device?

o If they can’t see the SSID on ANY device, then select “Route to HN Desk” on the bottom right

· “Manually Register Guest” is Extranet (FlexServer)

o At the top in blue section there is a link “HN EXTRANET” that you will use to do the manual register

o Accept cookies then sign into the Extranet as usual

o Go back to Solutions Center and select yes if you were able to register guest

o If not, select “Route to HN Desk” on the bottom right

· “Resolve Incorrect Hotel Registration Name”, not necessary to use this selection

· “Restart Device”

o This has you instruct the customer to restart their personal device, IE: computer, cell, tablet, etc.

o After you select that the device restarted, it takes you back to the start of the troubleshooting

UNABLE TO REGISTER FOR WI-FI

You will need device information, verify resort fees

You will be able to choose from the “Treatments” on the right to proceed

· “Adjust User Device Connection”

o Basic troubleshooting (turn Wi-Fi off/on, airplane mode off, no VPN)

o Try a second device if you are not able to get the first one to work successfully

· “Assist Customer with Wi-Fi Configuration”

o Lists SSID and asks if the guest can connect to it.

o If no, do they see it listed?

o Can they move away from other electronic equipment in the room to see if network appears

o Can they try another device?

o If they can’t see the SSID on ANY device, then select “Route to HN Desk” on the bottom right

· “Manually Register Guest” is Extranet (FlexServer)

o At the top in blue section there is a link “HN EXTRANET” that you will use to do the manual register

o Accept cookies then sign into the Extranet as usual

o Go back to Solutions Center and select yes if you were able to register guest

o If not, select “Route to HN Desk” on the bottom right

· “Resolve Incorrect Hotel Registration Name”, not necessary to use this selection

· “Restart Device”

o This has you instruct the customer to restart their personal device, IE: computer, cell, tablet, etc.

o After you select that the device restarted, it takes you back to the start of the troubleshooting

When you are done with the intent, select “Done” or “Complete Intent” on the bottom right.

Select “I’m Done” when the call synopsis comes up

Select “Wrap up Call”

UNABLE TO SEE WELCOME PAGE

You will need device information, verify resort fees

You will be able to choose from the “Treatments” on the right to proceed

· “Adjust User Device Connection”

o Basic troubleshooting (turn Wi-Fi off/on, airplane mode off, no VPN)

o Try a second device if you are not able to get the first one to work successfully

· “Assist Customer with Wi-Fi Configuration”

o Lists SSID and asks if the guest can connect to it.

o If no, do they see it listed?

o Can they move away from other electronic equipment in the room to see if network appears

o Can they try another device?

o If they can’t see the SSID on ANY device, then select “Route to HN Desk” on the bottom right

· “Manually Register Guest” is Extranet (FlexServer)

o At the top in blue section there is a link “HN EXTRANET” that you will use to do the manual register

o Accept cookies then sign into the Extranet as usual

o Go back to Solutions Center and select yes if you were able to register guest

o If not, select “Route to HN Desk” on the bottom right

· “Resolve Incorrect Hotel Registration Name”, not necessary to use this selection

· “Restart Device”

o This has you instruct the customer to restart their personal device, IE: computer, cell, tablet, etc.

o After you select that the device restarted, it takes you back to the start of the troubleshooting

When you are done with the intent, select “Done” or “Complete Intent” on the bottom right.

Select “I’m Done” when the call synopsis comes up

Select “Wrap up Call”

SEEING AN ERROR MESSAGE (most of these can be resolved with simple troubleshooting steps IE: clear cache, restarting device, trying another browser or device)

What error message are you receiving?

· Invalid access code (Siegel Suites only)

· Certificate/Security – you will need device information, verify resort gees, have customer press proceed

· Charges not allowed – you will need device information, verify resort fees, may need to manually register

· Registration package required – you will need device information, verify resort fees, may need to manually register

You will be able to choose from the “Treatments” on the right to proceed

· “Adjust User Device Connection”

o Basic troubleshooting (turn WiFi off/on, airplane mode off, no VPN)

o Try a second device if you are not able to get the first one to work successfully

· “Assist Customer with Wi-Fi Configuration”

o Lists SSID and asks if the guest can connect to it.

o If no, do they see it listed?

o Can they move away from other electronic equipment in the room to see if network appears

o Can they try another device?

o If they can’t see the SSID on ANY device, then select “Route to HN Desk” on the bottom right

· “Manually Register Guest” is Extranet (FlexServer)

o At the top in blue section there is a link “HN EXTRANET” that you will use to do the manual register

o Accept cookies then sign into the Extranet as usual

o Go back to Solutions Center and select yes if you were able to register guest

o If not, select “Route to HN Desk” on the bottom right

· “Resolve Incorrect Hotel Registration Name”, not necessary to use this selection

· “Restart Device”

o This has you instruct the customer to restart their personal device, IE: computer, cell, tablet, etc.

o After you select that the device restarted, it takes you back to the start of the troubleshooting

When you are done with the intent, select “Done” or “Complete Intent” on the bottom right.

Select “I’m Done” when the call synopsis comes up

Select “Wrap up Call”

FOR SEIGEL PROPERTIES - “Seeing an Error Message” access code is invalid

· “Manually Register Guest” is Extranet (FlexServer)

o At the top in blue section there is a link “HN EXTRANET” that you will use to do the manual register

o Accept cookies then sign into the Extranet as usual

o Go back to Solutions Center and select yes if you were able to register guest

o If not, select “Route to HN Desk” on the bottom right

All,

Starting July 1^st of 2020 we will be implementing a new and improved score card. My goal is to be able to show all of you where you stand with the new score card for both of the pay periods in June. This will allow you a full month to understand what you need to improve on before the new score card goes into effect.

All performance bonuses will move to the new scorecard as outlined below starting for the pay period of July 1^st - July 15^th.

GRADE Performance Bonus:

A+ $175

A $125

A- $100

B+ $75

B $50

B- $40

C+ $25

The biggest change to this scorecard is that we are introducing Solutions Center. Solutions Center will be worth 25% of your total grade. As you all know, Solutions Center has been a major focus of both PlusOne and Cox. This is a logical step to ensure that agents are adhering to the goals we have in place.

The other large change is that Average Handle Time (AHT) will be separated into 2 parts. AHT will be 15% of your total score, with 7.5% of your score impacted by HSN AHT and 7.5% of your score impacted by DTK/ISI/VTK AHT.

All of this will be gone over with each of you either in small group huddles or 1 on 1 with a manager or supervisor.

Below is a total outline of the new score card.

Solutions Center: 25% of Total Score

0.00% - 69.99% = F

70.00% - 79.99% = D

80.00% - 84.99% = C

85.00% - 89.99% = B

90.00% - 100% = A

Quality Assurance: 15% of Total Score

0.00% - 59.99% = F

60.00% - 69.99% = D

70.00% - 79.99% = C

80.00% - 89.99% = B

90.00% - 100% = A

Voice Of The Customer (VOC): 30% of Total Score

1. - 4.19 = F

4.20 – 4.39 = D

4.40 – 4.59 = C

4.59 – 4.79 = B

4.80 – 5.00 = A

Sales (ANC Conversion): 15% of Total Score

0.00% = F

0.01% - 1.99% = D

2.00% - 2.99% = C

3.00% - 3.49% = B

3.50% - 100% = A

HSN AHT: 7.5% of Total Score

– 289.99 = F

290 – 299.99 = D

300 – 309.99 = C

310 – 319.99 = B

320 – 389.99 = A

390 – 409.99 = B

410 – 429.99 = C

430 – 449.99 = D

450 – 9999.99 = F

DTK AHT: 7.5% of Total Score

1. – 579.99 = F

580 – 609.99 = D

610 – 639.99 = C

640 – 669.99 = B

670 – 699.99 = A

700 – 729.99 = B

730 – 759.99 = C

760 – 789.99 = D

790 – 9999.99 = F

A Failed Self Install (or Easy to Pro Conversion) is defined by:

ANY trouble call scheduled within 30 days of ANY equipment changes on an account

It is important to remember that Cox Complete Care does not cover this type of visit.

Solutions Center will try to identify these situations for you, but it may make a mistake every now and then.

BEFORE OFFERING COX COMPLETE CARE:

1. Go to the EQQ screen in ICOMS

2. Check the Inst column. This is the Install Date of that equipment

3. If ANY of the customers equipment here has an Install Date within the past 30 days, It is a failed self install, and Cox Complete Care will not cover the visit

   • You can still off Cox Complete Care, but you must make sure it is absolutely clear that it will only cover future visits, and not this one.

According to new State of Ohio COVID 19 Guideline requirements, all employees working at PlusOne Communications, LLC at any time after 12:01 AM, Monday, May 4, 2020 must wear a face covering while in the building.

Under the current Ohio mandate, a homemade face covering will meet this requirement as long as they cover your nose and mouth. Please refer to the attached CDC handout for guidance on the making, proper wearing and cleaning of face coverings for your best protection.

A face covering can be of different types of material and clothing items as long as you can speak clearly and be understood through your headset. We’ve already seen a number of creative homemade face coverings our employees have been wearing and there also are several videos on the internet describing many easy ways to make a home-made face covering in addition to the attached CDC handout. We will be holding “best face covering” contests.

You are permitted to temporarily remove your face covering to drink water at your work station or eat and drink while in the break room.

Please note that your homemade non-surgical face covering must not contain inappropriate language or graphics (see Dress Code in your PlusOne Employee Handbook).

This face covering requirement is a State of Ohio mandate and face coverings are not currently mandated by OSHA in our workplace setting. While homemade face coverings have been recommended by the CDC as providing additional protection against the transmission of the Covid-19 virus, please be advised that such face coverings under the State of Ohio mandate are not FDA approved and are not a replacement for other protective measures, including social distancing, frequent hand washing, and sanitizing work areas.

Since homemade face coverings are not approved by the FDA, PlusOne Communications, LLC is not able to determine the quality or effectiveness, of any face covering in stopping or reducing the spread of the Covid-19 virus.

Similar to a dress code violation, if you arrive for work without a face covering you will be sent home. For the week of May 4, 2020 ONLY, if you return to work within a reasonable time with your face covering there will be no impact on your schedule compliance. Any violations beginning Monday, May 11, 2020 could negatively impact schedule compliance.

The face covering requirement is in addition to all of the other precautionary safety measures you, and we as an essential business, have been following throughout this ordeal as outlined in the COVID 19 emails regularly sent by Josh Torres. We continue to recognize, and are grateful for, all of the positive things you have been doing.

Thank you and please contact HR with any questions.