Solutions Center

3. If Solutions Center still does not load properly, Run the "Quick Fix"

Effective Utilization is the metric Cox uses to determine if you are using Solutions Center as designed. This means doing two things EVERY RESIDENTIAL CALL:

1. Launching an Intent

   • • This means clicking "Add Intent" and picking a troubleshooting flow

2. Completing that intent by the time the call is over

   • • This means following that flow to the end, and clicking the "I'm Done" button.

     • If you do not click "I'm Done" YOU WILL NOT RECEIVE CREDIT FOR COMPLETING SOLUTIONS CENTER

Additionally, there are several things that will cause you to not get credit for completing Solutions Center on a given call:

1. Post Call - If you finish your flow more than 15 seconds after the call ends, you will not get credit

   1. • 1. • This is because you should be using Solutions Center to guide you through the call, not rushing through it all at once at the end. Let Solutions Center guide you, and you'll naturally complete Solutions Center at the right time.

2. Short Flows - If you finish your flow in less than 20 seconds, you will not get credit

   1. • 1. • Much like post calls, this is because if you are finishing your flows that quickly, you are not using Solutions Center properly. Take your time. If you are using the Other intent, make sure you are leaving detailed notes.

3. Abandoned Only Calls - These are calls where you launched and intent, but did not complete one. Remember, you must click the "I'm Done" button when you are finished.

4. Canceled Only Calls- These are calls where you cancelled an intent in Solutions Center, but did not complete a second one. It is okay to cancel an intent if need be, but you must complete at least one intent.

After all is said and done, you are expected to have an Effective Utilization of 85%

After your complete your Solutions Center intent, under the Recent Cases section, click the phone icon. This will expand to show you the Status and Opened By fields. As long as the Status says Closed, and the Opened By field shows your B#, you will receive credit for completing that intent, so long as it is not a Short Flow or a Post Call.

We expect you will not be able to use Solutions Center on about 15% of your calls, which is why the expectation for Effective Utilization is 85%.

This means that there is no room to not use Solutions Center if you possibly can. Think of it like this:

If you take 100 calls, on 15 of them it will be impossible to complete Solutions Center for one reason or another. That leaves you with 85 calls. If you do not complete Solutions Center on all 85 of them, you will not meet your goal.

Keep the following in mind to make sure you are using Solutions Center every call possible:

• NEVER and FORMER accounts will only load the Easy Connect intent. Make sure to use that intent whenever your customers are doing a Self Install

• If the customer is just asking questions, and does not have an issue, use Internet > Other. Be sure to leave detailed notes!

• If equipment is not listed on the account, Solutions Center will not detect the customers service. You will need to correct this by adding their equipment in ICOMS, and activating their service if need be. Once you have, reload the account, and Solutions Center will start populating properly

• When in doubt, follow the steps in "What if my Solutions Center doesn't load properly?"

Work Order Adherence (or WOA) is the Percentage of techs you schedule in Solutions Center after Solutions Center recommend them. Like Effective Utilization, the expectation is to have a Work Order Adherence of 80%.

What does this mean?

Whenever Solutions Center recommends sending a tech, drop all troubleshooting and work on scheduling the tech for the customer. No amount of troubleshooting over the phone will resolve this issue.

The following will count against your Work Order Adherence:

• Not completing your intent after Solutions Center recommends a tech

• Selecting that the customer declined the tech

• Scheduling the tech visit in ICOMS (If Solutions Center did not direct you to schedule it in ICOMS)

  • • • • • Note, this does not including scheduling techs in ICOMS if Solutions Center did not recommend a tech

It is imperative we schedule techs when recommended as much as possible. If we do not, the customers issue will not be resolved, and they will continue to call back in.

Here are some common objections, and how to handle them:

I don't want a tech if I might have to pay for it!

I definitely understand, and I don't want you to get charged for something you don't need. That's why I've troubleshot as much as possible before recommending we send a tech. You will only get charged for something that is not on Cox's end, and we've covered most of those things already. If the tech catches something we did not, he will let you know before you get charged. Our Cox Complete care will also insure you against tech charges for $10 a month, if you're interested in that.

I've already had techs out before, and they couldn't fix this issue. What's another tech going to do?

"I'm sorry we were unable to resolve your issue with our previous visits. Some issues can be complicated, and will require multiple visits to fully fix, as there can be several different problems causing one issue. I know it's frustrating having to take time out of your day to wait for a tech, but rest assured we will continue to work on this problem it is fully resolved."

Can I just swap out my modem?

If customer has a rental modem:

"You're free to swap out your modem whenever you like at the Cox Store. However, based on the troubleshooting we've done so far, I can tell the issue is not with your modem, but something to do with the signal going to the modem. I would hate for you spend time switching out the modem only for it to not work. In order to get this fixed as soon as possible, I recommend scheduling a technician. If the tech ends up finding an issue with the modem after all, he will switch it out for you, free of charge."

If not

"Our Panoramic WiFi modem is available to rent for $10.99, and you can pick one up at the Cox store any time. While it's a fantastic modem, and will likely give you much more reliable WiFi performance than your current router, It will not be able to resolve this issue. I recommend we schedule a tech so he can investigate the signal issues I am seeing on my end, so we can get those fixed up. If that does not resolve your issue, he can also install the Panoramic WiFi modem for you"

I don't have time for a tech visit / I don't know when I would be available

"I totally understand. Our tech appointments run out quickly sometimes, I would hate for you to have to wait longer than necessary to get your services fixed. If you like, I can schedule for a timeslot that might work for you now right now, so we can reserve that time for you. If you end up not being able to make that appointment, no sweat! You can reschedule or cancel it right in the Cox app, or give us a call here any time. Is there a time of day that would work best for you?"

The problem is with the node/tap/pole/ in the street, I need a line tech, not a field tech

"That's quite possible. What we can do, however, is schedule for a field tech to come out. The field tech can then asses the situation, and any issues at the tap or beyond, he will submit a ticket to maintenance to resolve."

Why can't you put in that ticket?

"In order for maintenance to solve these issues, they need readings of the signal at the tap. Because I am not physically at your location, I cannot take these levels, and thus cannot give maintenance the information they would need to resolve your issue. The field tech I schedule will be able to do so, however."

Solutions Center is updated monthly with new intents and bug fixes. Use the Agent's Guide to Solutions Center on KEY to check out all the things you can do in Solutions Center. You should check the Solutions Center Release Notes monthly to see what's been added, changed, and fixed.