Second Flashcards
(500 cards)
1
Q
A customer appreciation program with a mix of special perks and unique experiences as a way to thank Xfinity customers.
A
Xfinity rewards
2
Q
When did Xfinity rewards come out?
A
Jul-21
3
Q
What are the tier levels for Xfinity rewards
A
silver, gold, platinum, diamond
4
Q
How many years at comcast is silver tier
A
0-2 years
5
Q
How many years at comcast is gold tier
A
2-7 years
6
Q
How many years at comcast is platinum tier
A
7-14 years
7
Q
How many years at comcast is diamond tier
A
14+ years
8
Q
Where do customers go to join Xfinity Rewards
A
xfinity.com/rewards
9
Q
What reward is only available to platinum and diamond tiers.
A
$1 movie rentals
10
Q
What elevation ID was for Xfinity rewards
A
NPS-1279
11
Q
What is Xfinity Rewards?
A
Our customer appreciation program.
12
Q
How soon can customer start to get rewards
A
Day 1
13
Q
What kind of rewards can customer get: (Name 3 of 6)
A
Movie nights, Early access to games, Xfinity product discounts, Family activities, Sweepstakes, Tickets, Gift cards
14
Q
What kind of unique experiences can customer get with xfinity rewards
A
sports games, backstage passes, late night shows
15
Q
What do customer have to do to get rewards?
A
They have to register for rewards
16
Q
Can employee join xfinity rewards
A
Only at addresses that do not have courtesy services
17
Q
When are you eligible for xfinity rewards.
A
As soon as you start services
18
Q
type of Xfinity ID eligible for Xfinity Rewards
A
Primary
19
Q
What kind of accounts are ineligible for Xfinity Rewards?
A
Commercial/Business, Bulk, Prepaid, On Campus, Xfinity Promoter Experience
20
Q
What version of the Xfinity App do you need to view your xfinity rewards?
A
3.34(Or later)
21
Q
DE&I: Comcast’s 3 Inclusive behaviors
A
1.Commit to lifelong learning 2.Demonstrate compassion 3.Act with intention
22
Q
DE&I
A
Diversity, Equity and Inclusion
23
Q
Your individual differences, characteristics and experiences that make you unique and distinct.
A
What is Diversity
24
Q
The fair treatment access opportunity and advancement for all people while ensuring that we identify and remove the barriers that have prevented the full participation of some groups.
A
What is Equity
25
Happens when everyone acts with intention to ensure you can be the best version of yourself, you fell valued and that you belong, and you know you can thrive.
What is Inclusion
26
What year did DE&I start?
2020
27
What is the R in Rise?
Representation
28
What is the I in Rise?
Investment
29
What is the S in Rise?
Strength
30
What is the E in Rise?
Empowerment
31
What are the 3 component of Rise?
1) A media and technology resources program; 2) a grant program and 3) a business resource page on Xfinity X1 with curated content
32
What website do you go to learn more information about the Rise program
ComcastRise.com
33
Provides free safe place for children to have access to internet
Lift zones
34
Refers to equal opportunity and the same levels of support for all groups, regardless of background.
What is equality
35
Comcast program that provides support for SCTE members to help connect them with training and networking opportunities
The Ambassador Program
36
Term used to describe SCTE local organizations that support training and networking opportunities
Chapters
37
Cost of SCTE membership for Comcast employees
$0
38
How can you locate a lift zone
InternetEssentials.com/learningSearchPage
39
Puts people first and never intentionally excludes people from a group. Is free from words or phrases that explicitly or implicity stereotype, discriminate against or express prejudice against any communities.
What is inclusive language
40
How many lift zones has comcast done?
1,250+
41
our comprehensive initiative to advance digital equity and help build a future of unlimited possibilities.
Project up
42
Requires action. It is an active and consistent practice of using power and privilege to drive inclusion for all.
What is Allyship
43
BIPOC?
Black, Indigenous and other people of color
44
The unequal treatment of a person or group of people based upon a certain (perceived) identity.
what is discrimination
45
When does Comcast plan on going Carbon Neutral
2035
46
refers to a small fraction of the population around race, gender, sexual orientation, religion, etc. It is a quantification of a group.
What is minority?
47
The five key pillars of DE&I
Governance, Workforce, Supplier Diversity, Programming, and Community Impact
48
ERG
Employee resource group
49
How many ERGS are there?
9
50
Aims to positively influence the attraction, promotion and retention of Asian and Pacific Islander American talent at Comcast, by providing its members with professional development, community outreach, cultural enrichment, leadership, and networking opportunities, all in service of creating and sustaining a diverse and inclusive work environment
APA Asian Pacific Americans
51
APA
Asian Pacific Americans
52
BEN
Black Employee Network
53
YPN
Young Professional Network
54
Enhances, influences and strengthens the relationships of Black employees with each other and the wider Comcast community, with the goal of fostering a culture of inclusion within the workforce. Through professional development, career management, mentoring and networking opportunities.
BEN Black Employee network
55
Amplifies Indigenous voices at Comcast and helps raise awareness of the vast spectrum of experiences and accomplishments of Indigenous people that span more than 550 federally recognized tribes across the country and countless cultures around the globe.
Indigenous@comcast
56
Empowers People with Disabilities and their allies across the enterprise via increased exposure, leadership, mentoring and development opportunities, while championing a safe and welcoming disability-sensitive work environment.
Myabilities Network
57
Enhances employee engagement by creating an environment where everyone – including LGBTQ employees and their allies – is comfortable bringing their authentic selves to work every day.
OUT @ Comcast
58
Educates, unites and empowers Hispanic/Latino professionals at Comcast while creating an environment where all employees can embrace Hispanic cultures.
Unidos
59
Supports Comcast Veteran employees and their spouses, members of the active duty, National Guard and reserve components of the United States Military through volunteering, advocacy, career development and community partnerships.
(Vetnet) Veteran network
60
Grow
Women's Network
61
Comcast strives to impact innovation, collaboration and exceptional business results at Comcast, while providing leadership, mentorship, networking and community service opportunities for future leaders, and supporting a company culture of inclusivity.
Young Professionals Network (YPN)
62
Provides discounts and cash back on a wide range of everyday products and services.
SpendSmart
63
Powered by SpendSmart, gives unlimited access to hundreds of videos around fitness, mindfulness, and meditation.
Wellbeing Hub
64
Get a quick and easy snapshot of your health and earn up to $300 for qualified healthcare expenses.
Biometric Screenings
65
Save 50% on this membership.
Weight Watchers
66
24/7 always-on support tool to check in on your deductibles and make informed financial decisions on all things health-related.
Castlight
67
Access the nation's top health facilities and physicians for complex issues such as hip and knee replacements, organ transplants, and surgeries for the heart, spine, bariatric and fertility needs.
Centers of Excellence Program
68
Obtain a second opinion from the country's specialists
Included Health
69
Skip the waiting room and get treatment for most non-emergency medical issues through your smartphone, tablet, or computer.
Doctor on Demand
70
Connect with a trained, confident counselor to get you and your family the help you need, when you need it.
ComPsych
71
Learn about the support available to you and your family related to short-term disability claims or our Retiree Healthcare options.
myBenefits
72
Contact to get expert one-on-one guidance about medical coverage, billing, providers, condition-specific concerns, and more.
Health Assistant at Accolade
73
Invest in your future by prioritizing your finances today. Offers company-backed matching up to 6% to amplify your efforts.
401(k) plan
74
Purchase Comcast stock at a discounted price.
Employee Stock Purchase Program
75
Receive financial assistance to support your plans of adopting a child
Adoption Assistance
76
Protect your family by offering financial security in the event of your death.
Life Insurance
77
Safeguard your assets by covering you and your family with financial protection in the event of an Accident.
Accidental Death & Dismemberment insurance.
78
We want you to enjoy all of the awesome experiences we deliver to our customers and access the innovative products and services that make our company special.
Xfinity Promoter Experience
79
Lear about the wide array of resources that put Comcast on Fortune's Top 50 Workplaces for Parents
myParenthood
80
Learn simple tips to optimize your workstation and complete a self-assessment for personalized advice.
Ergonomics
81
Free theme park tickets, discounts to Universal resorts, and savings for specialty shows like the Blue Man Group.
Universal Park Offers
82
Website used for tuition reimbursement by Comcast employees?
https://comcastnbcu.edassist.com/
83
Who handles our disability claims
Sedgewick
84
A federal government designed to help income-constrained households connect to internet and mobile services.
ACP
85
ACP provides monthly household credit toward any tier of Xfinity Internet service and /or Xfinity Mobile for the duration of the program.
ACP Benefit
86
What are the credit amounts for ACP?
up to $30 per month & $75 per month for customer ins qualifying Tribal lands
87
How often do ACP customers have to recertify?
every year
88
When will credit appear on the customers bill?
once confirmation received could take 1-2 billing cycles
89
Who determines eligibility for the ACP?
FCC
90
What services are eligible for ACP credit?
Xfinity internet, Xfinity prepaid internet, Xfinity mobile data plan
91
How do customers sign up for ACP?
xfinity.com/acp
92
What if the customers internet bill is less that their ACP credit?
the additional credit would be applied towards mobile bill/
93
What happens when a customer on ACP changes speed tiers or plans?
They keep the ACP credit for $30 or up to the price of HSD if less than $30.
94
Can a customer transfer their ACP credit to another person or household?
Credits are non-transferable
95
Who can apply for the ACP credit?
Account Owner and anyone in the household eligible for ACP
96
Employees can apply ACP towards what service?
Xfinity Mobile
97
How do I apply for ACP as a Comcast Employee?
Same as customer, but only applied to mobile.
98
ACP
Affordable Connectivity Program
99
This is the name for the 10 steps Comcast has developed to transform how we approach working with our customers
The Customer Experience Action Plan
100
We are completely redefining what an excellent customer experience looks like including looking at everything through a customer lens and make changes both big and small.
Never Being Satisfied with Good Enough
101
All of our employees will participate in additional customer experience training every year. We’re also developing better technology and tools.
Investing in Training, Tools, and Technology
102
We’re growing our team so we can deliver an excellent customer experience.
Hiring More People... Thousands of People
103
Our customers’ time is valuable, and we will not waste it.
Being on Time, Every Time
104
If something goes wrong, we need to fix it the first time, every time. We are enhancing tools like our Home Integrity Check
Get it Right the First Time
105
Transparency is crucial. We are simplifying our pricing, completely redesigning our bills to make them simpler and clearer and introducing digital receipts for customers.
Keeping Bills Simple and Transparent
106
Customers should interact with us however and whenever they want. This includes trialing a new feature called Technician Tracker
Service on Demand
107
We are reassessing all of our policies and fees and getting rid of ones that customers find particularly frustrating.
Re-imagining the Retail Experience
108
We are measuring ourselves differently with an updated Customer Experience Scorecard and a Net Promoter Score for leaders that measures our performance based on customer satisfaction.
Keeping Score
109
What is Comcast's best product?
The Customer Experience
110
Customer pillar: 'C'
Customer Viewpoint
111
Customer pillar: 'A'
Automated Support
112
Customer pillar: 'R'
Reliability
113
Customer pillar: 'E'
Employee Empowerment
114
Customer pillar: 'S'
Simplification
115
Provide a welcome kit, Demonstrate navigation of the on-screen guide, Explain how Xfinity on Demand and Xfinity Stream work
Rule of three for Xfinity TV
116
Ask the customer to create an xfinity.net e-mail, Take the customer through the online welcome site, demonstrate my.xfinity.com benefits
Rule of three for Xfinity Internet
117
Confirm customer new phone number, Demonstrate voice mail and deliver comcast welcome kit, Discuss benefits of Xfinity voice center
Rule of three for Xfinity Voice
118
How many activation screens will the customer need to navigate to set up their GSK?
Three to Five
119
The four steps of the GSK journey.
Start, Confirm, Prepare, Activate
120
What is the time frame for recieving your GSK with standard shipping?
Up to 5 business days
121
What is the cut off time for next day delivery using priority shipping for GSK?
Before 11:15 a.m. in the customer's time zone.
122
What is the max number of devices allowed in a GSK order?
Four
123
How long do you have to alter your GSK order with priority shipping?
15 minutes
124
How long do you have to alter your GSK order with standard shipping?
2 hours
125
What are the 3 reasons Getting Started kits are offered?
Convenience, Cost Savings, Simplicity
126
What shipping partner do we use to ship our GSKs?
UPS
127
Tool used to look up GSK internally.
SIK Order Search
128
What are the additional languages for the GSK Setup Guides?
Chinese, Korean, Portuguese, Russian, Tagalog, Vietnamese
129
What do you do if a customer does not recieve their Getting Started Kit?
Send a new one and refer to Equipment Research ITG
130
How long after failing to accept E911 does the order get canceled?
120 hours(5 days)
131
What days are considered normal shipping days for GSKs?
Monday-Saturday
132
What is the website used to activate your GSK?
xfinity.com/activate
133
What percentage of people would rather perform self-service instead of speaking with an agent?
67%
134
How long does it take to activate an X1 video GSK?
15-30min
135
What is the sections on the main page of work day
Awaiting your action, view apps, timely suggestions, announcements,recommended for you
136
What icon do you click on to view your inbox in workday?
Email envelope icon
137
What are the 2 sections in your inbox in workday?
action and archive
138
What is the bell icon in workday
notifications
139
When you click on the person icon in workday what sections come up?
home, my account, favorites, my reports, help
140
Where do you go to do time entry in workday?
Time management
141
Where in workday do you see how much vacation time you have left
My time off balance
142
Under the learning section in workday what are the 4 main tab sections
Learning home, my learning, discover and links
143
What year was workday launched?
2021
144
What systems did workday replace?
employee self services, my learning
145
How many apps can you display in your menu in Workday at once
20
146
Replaced the existing "Quick Access" menu. Used to manage your preferred Workday apps and access your shortcuts.
Sidebar Menu
147
Your new shortcut to see all applications available to you in Workday.
"View all Apps" link
148
Highlights important action items and due dates from your Workday inbox
"Awaiting Your Action"
149
Workday: Features time-sensitive content such as when learning is due or it's time to update your information.
"Timely Suggestions"
150
Workday: Promotes experiences and Worday related alerts such as new career opportunities.
"Recommended for You"
151
Workday: Features upcoming work anniversaries and other information related to your team.
"Your Team"
152
A next-generation, digital order entry tool that helps frontline sales teams deliver a better customer experience.
XOE
153
XOE
Xfinity order entry
154
XOE new sale screen consists of
1. Name (first and last name maximum characters of 25 limit) 2. Address 3. Primary phone number 4. email address
155
XOE xfinity tv customization packages
Preferred Channel Tier, Sports Entertainment Package Tier, Latino Tier, Premium Channels, On Demand Channels/Packages, International Channels/Packages, Sports Channels/Packages
156
XOE Representative experience
Mirrors much of what a customer sees when placing a order on xfinity.com
157
XOE reduced order entry from 70 clicks to how many clicks?
15 clicks
158
How many clicks to complete an internet, video and voice order in Xoe?
30 clicks
159
LOB's you can add or change in XOE
internet, video, voice, and security
160
What is XOE purpose
To make order entry simple and fast
161
How do you launch XOE from E360
Start by looking up the customer address and then click start new sale
162
How many days out will XOE automatically set disconnect for?
10 days out from the date of disconnect
163
What are 2 ways to look at channels in XOE
By logo and by text
164
What is the new packaging name in XOE
Ultimate Choice
165
What NPS elevation is responsible for Ultimate Choice packages?
NPS-18863
166
Where can you find XOE
E360 and Retail 360
167
Will XOE show past debts
Yes and you can collect it
168
What is multi product discount?
Customers who choose 2 or more Xfinity services .
169
What services does not qualify for multi product discount?
Bulk service, internet essentials, Xfinity Mobile, self protections, and limited basic,
170
2 product discount
$20
171
3 product discount
$40
172
4 product discount
$60
173
How much of a discount does customer receive if they enroll in autopay and paperless billing?
$5 debit/credit card , $10 checking/savings
174
Popular and Ultimate packages come with how many DVR hours?
20 hours
175
If a plan was changed and dvr recordings are reduced are we able to retrieve recordings?
No we are unable to retrieve recordings
176
Toggles above the tier of service selections for each LOB in XOE.
Show More, Term Contract
177
The 3 footers in XOE are
Services, Equipment & Add-Ons, Create ID & Check Out
178
In XOE, how do you add a LOB to an order?
Click manage plan and then Add on the right
179
Our new and enhanced employee recognition and rewards tool.
Xchange
180
What are the types of recognition on Xchange?
Peer-to-peer Recognition, Badging, Discrtionary Points
181
How do you find Xfinity Xchange in Einstein 360?
Open E360, Go to useful links, Click view all links, Click national links, choose your division link, scroll down then click Xfinity Xchange
182
Who can send points in Xchange?
Only supervisors and above can send points
183
What is the tax rate for Xchange?
Tax is calculated by multiplying the amount of points by $0.073
184
How do you earn badges in Xchange?
By completing missions, And company achievements earned
185
Who can send Xchange recognition?
Anyone can send a recognition ecard
186
How do you send a ecard in Xchange?
You click the 3 lines to the left of Xchange logo and then click the word THX and then send recognition
187
Why were missions on Xchange created?
Missions were created to boost confidence and expand product knowledge
188
When do Xchange points expire?
Points will never expire
189
Where do you go when you need help troubleshooting your Xchange platform?
Contact us tab
190
What recognition platform did Xchange replace?
THX
191
What are action items in Xchange?
Action items are important messages that your manager or the system has sent
192
How do I spend my Xchange points?
Just click on the Shop icon at the top of any page to open a new window to the catalog
193
How do I view My Profile information
Click on your name or avatar in the upper right corner of the homepage to access your About Me page
194
What options are located on the top navigation of the Xfinity Xchange Homepage?
Missions, Games, Inbox, Points and redeem
195
Who do I contact when im locked out of my Xchange profile.
Contact xfinityxchange2@biworldwide.com
196
Can I change my login id on Xchange
No. Once your login id is created, it cannot be changed
197
How do you see your points balance?
top right corner next to your name
198
How do you see the points you have spent on Xchange?
Go to your account summary by clicking on your name
199
How do you earn xchange points?
Missions, recognition, sales incentives
200
Xchange mission categories?
Mobile, Internet, Entertainment, Home
201
Headers on the xchange shop website
Merchandise, Great deals, Experience Marketplace
202
Every day, how many frontline employees use the Xfinity Xchange platform?
49,000
203
What is the dollar value of Xfinity Xchange points?
$0.25
204
This ITG is used for Xfinity Internet activations. This ITG is to be used to activate equipment
Xfinity Internet Activations ITG
205
This ITG is used for troubleshooting and support for In-Home connectivity issues.
Connectivity Issues ITG
206
This ITG has the expanded Tier 1 demarcation. Please use for all customer requested settings updates.
Xfinity Wireless Gateway Settings ITG
207
This ITG is used to troubleshoot email related issues for a Comcast UID.
Email Issues ITG
208
This ITG is used to troubleshoot being unable to login to Xfinity Sites (My Account, Xfinity Stream Website, and xFi Website).
Xfinity Website Issues ITG
209
This ITG is used to troubleshoot being unable to create a Xfinity Username.
UID Creation Issues ITG
210
This ITG is used to reset the customer UID password used for accessing Comcast Email and Apps.
Xfinity Username Password Reset ITG
211
This ITG is used to troubleshoot customer reported issues with mobile and set-top box applications.
Application Issues ITG
212
This ITG is used to activate or sync self installed video devices and remote controls. For existing devices/service, utilize the appropriate ITG.
Video and Remote Activations ITG
213
This ITG is used to troubleshoot customer reported issues with audio problems, closed captioning, and descriptive video service on set-top boxes.
General Audio Issues ITG
214
This ITG is used to troubleshoot customer reported issues with DVR errors on the set-top box and via the MY DVR Manager
DVR Issues ITG
215
This ITG is used to troubleshoot customer reported issues with video equipment.
Equipment Issues ITG
216
This ITG is used to troubleshoot no picture issues with or without an error message
No Picture Issue ITG
217
This ITG is used to troubleshoot customer reports with pictures quality, frozen image, or image reception.
Picture Quality/Image Resolution ITG
218
This ITG is used to troubleshoot customer reported issues with remote controls?
Remote Control Issues ITG
219
This ITG is used to troubleshoot customer reported issues with Xfinity onDemand.
Xfinity OnDemand (XOD) Issues ITG
220
This ITG is used to resolve reports of call quality issues such as dropped calls, echo, static, robotized and volume issues.
Call Quality ITG
221
This ITG is used to resolve reports of customers not having a dial tone.
No Dial Tone ITG
222
This ITG is used to troubleshoot a customer's Xfinity Voicemail Issues
Voicemail Issues ITG
223
This ITG is used for customers diputing equipment charges or reporting damage, loss, or theft of equipment.
Equipment Research ITG
224
The Interactive Troubleshooting Guide (ITG) is based on a simple idea
"Ask me enough close ended questions and you'll figure out what I'm thinking."
225
These are built into the Actions panel of Einstein 360.
Recommended Actions
226
Empowers frontline employees with contextual customer information, such as system-detected service issues, that can use to care for customers more easily and consistently.
ITG 2.0
227
When was ITG 2.0 launched in the OCOE?
Nov-17
228
What NPS Elevation was the initiator for the ITG 2.0?
NPS-2509
229
What website do you go to learn about all the amazing digital options available to customers.
xfinity.com/service
230
What are the three possible resolutions for an ITG?
Ticket, Transfer, Truck Roll
231
What are the steps to troubleshooting with Einstein 360?
Start an ITG, Follow the ITG Steps, Resolve & Summarize
232
What provides agents with recommended actions to pitch service upgrades to customers.
Next Best Action (NBX)
233
Comcast collects data points such as "How many times did the customer call the IVR?" which is an example of?
Service Variable
234
Comcast collects data points such as "Where does the customer live? How old are the adults in the home?" which are examples of?
Demographic Variable
235
Comcast collects data points such as "What is the subscriber's usage across our products?" which is an example of?
Behavioral Variable
236
Comcast collects data points such as "Does the customer use automatic payments? What is the average monthly bill?" these are examples of?
Billing Variable
237
Through ITG 2.0 and it's enhancements, what metrics have improved?
Avoidable Truck Roll percent (ATR), Average Handle Time(AHT), and Queue First Call Resolution(qFCR)
238
LINC
Listen, Inquire, Narrow, Confirm
239
What helps with selecting the correct ITG?
LINC Model
240
Gather the information needed to help identify the unwanted or unexpected behavior
Listen
241
Ask questions to help clearly define the symptom
Inquire
242
Probe with open-ended questions, help to narrow down the symptoms and impacts so you can take action on fixing the issue
Narrow
243
Now that you've gathered all the information and the customer's symptoms, it's time to take action. Pick the appropriate ITG to start resolving the customer's issues
Confirm
244
What two ways are available for customers to access customer-facing ITG's for troubleshooting?
Logging in to My Account, Through IVR
245
These provide a step-by-step troubleshooting guide to various customer problems.
Interactive Troubleshooting Guides(ITGs)
246
What happens if you go back and change an answer in an ITG?
Everything downstream from that answer will reset.
247
Patiently Listen, Empathize, Apologize, Commit to Action, Explain
P.E.A.C.E.
248
The 2 most common call drivers for activation issues
The customer attempted to activate and got an error and The customer never attempted to activate
249
The Customer has missed a payment and is in the very early stages of collections
Past- Due Notice
250
There is a this % chance that we can sell additional products to an existing customer
60-70%
251
This event includes closing the customer's account out and removing all of the customer's service subscriptions
Hard Disconnect
252
This information is returned from the customer's equipment and transmitted through the network back to our backend systems and communicated to Einstein
Device Health Check
253
This percentage of customers will never do business with a company again once they become dissatisfied
91%
254
It costs this many times more to acquire a new customer than to keep an existing customer
Five.
255
When a customer reaches out to you for help, you will be able to assist them using an ITG in what program?
Einstein
256
Selecting the correct ITG becomes particularly important if the:
customer's issue is not a routine issue that you encounter in your day-to-day work.
257
Proper application of the LINC method will produce
Better listening, proper use of probing questions, ability to narrow the sympton to the most likely ITG, confirmation of the symptoms before selecting the ITG.
258
Means that some parts of the service or equipment failed the Device Integrity Health Check, and they might be interrupting the service.
Red
259
Means the service and equipment are working fine, and the check couldn’t find any problems.
Green
260
Means the alert is just informational, or Einstein 360 doesn’t have enough information to figure out how strong the service is.
Gray
261
Where was the 1st National CTJ Championship held?
Nashville, TN
262
What year did CTJ start?
2001
263
When was the 1st CTJ Championship game?
2002
264
What year did CTJ relocate to Charleston, SC?
2004
265
How many ties have there been in CTJ Nationals history?
2
266
When was the 1st CTJ tied Nationals game?
2002 / the 1st Nationals Finals game
267
What 2 functional areas integrated into teams in 2012?
Tech ops and Care
268
When was the 1st National Championship held in Orlando, FL
2013
269
This was unveiled for the 1st time in 2015.
Founders Trophy
270
What year was the 1st CTJ game televised?
2016
271
This group joined CTJ in 2015.
NCO
272
These contests and events were added in 2017.
Get in the Game
273
In 2017, how many Comcasters received real-time push alerts with contest results?
23,000+
274
How many attendees were at CTJ in 2002?
100
275
How many attendees were at CTJ in 2018?
600
276
What Division holds the most CTJ Championships?
Central
277
Who is the emcee for CTJ?
Rich LaPat
278
How many tie-breaker questions were in the 2001 Championship game?
7
279
How many tie-breaker questions were in the 2018 Championship game?
4
280
What 2 years had a tie-breaker round in CTJ Finals?
2002 and 2018
281
Anonymous Call Rejection turn on
*77
282
Anonymous Call Rejection turn off
*87
283
Call Forwarding turn on
*72
284
Call Forwarding turn off
*73
285
Call Forwarding Selective turn on
*63
286
Call Forwarding Selective turn off
*83
287
Call Return turn on
*69
288
Call Return turn off
*89
289
Call Screening turn on
*60
290
Call Screening turn off
*80
291
Call Trace
*57
292
Call Waiting
*70
293
Caller ID Blocking Per Call of on
*67
294
Caller ID Blocking Per Call turn off
*82
295
Repeat Dialing turn on
*66
296
Repeat Dialing turn off
*86
297
Speed Dial 8 (set up)
*74
298
Speed Dial 30 (set up)
*75
299
Three-Way Calling turn on
*96
300
Three-Way Calling turn off
*97
301
Call forwarding always activate
*72
302
Call forwarding always deactivate
*73
303
Call forwarding busy activate
*90
304
Call forwarding busy deactivate
*91
305
Call forwarding no answer activate
*92
306
Call forwarding no answer dectivate
*93
307
Call Forwarding non reachable activate
*58
308
Call Forwarding non reachable deactivate
*59
309
Call Hold
*52
310
Call park
*68
311
Call Retrieve
*88
312
Direct call pick up
*97
313
Direct call pick up with Barge in
*33
314
Do not disturb activate
*78
315
Do not disturb deactivate
*79
316
Hunt Group- Terminal make busy activate
*230
317
Hunt Group -Terminal make busy deactivate
*231
318
Hunt Group -Group make busy activate
*232
319
Hunt Group -Group make busy deactivate
*233
320
Music on hold
*39
321
Speed dial 100
*75
322
Voicemal for buisness phone retrieval
*99
323
Voicemail for buisness phone direct voicemail transfer
*55
324
These Quick-Dial Numbers for our customers who are deaf, hard of hearing or have a hearing or speech disability
711
325
VES offers how many Hunt groups with regular and simultaneous ring pattern options
4
326
Xfinity Voice tech support
611
327
This VES feature directs an incoming call to an assigned group of users, allowing an available user to answer the call if other lines are busy.
Hunt Group
328
What website do Buisness customer go to get help with their phone
buisiness.comcast.com/phonehelp
329
Alongside a modem what is also installed during a Epon install?
ONU
330
What will it say in Einstein if a customer is preinstalled for Epon and equipment is on location
ONU 2-Box Wifi Ready Eligible
331
What is written on the back of every piece of Comcast equipment?
Designed with <3 in Philadelphia
332
This Wireless Gateway is given to prepaid Internet customers only.
XB2 (Dory) / TG862G
333
Cisco DPC3939, Cisco DPC3941T and Arris TG1682G are all examples of this type of modem.
XB3
334
Arris TG3482G and Technicolor CGM4140COM are examples of this type of modem.
XB6
335
This Fiber Gateway is assigned for customers who live in EPON communities.
XF3 / Arris X5001
336
Easy to install devices that can be paired with compatible xFi Gateway to help eliminate areas where WiFi coverage drops or is weak also known as "dead spots."
xFi Pods
337
These 2 STBs serve as the primary X1 HD/SD DVR and have 6 tuners.
XG1v3, XG1v4
338
This STB can serve as a primary X1 HD/SD non-DVR with 4 tuners or a secondary to another XG1.
XG2
339
This primary X1 HD/SD DVR is Bluetooth and 4K capable and has 6 tuners.
XG1v4
340
This X1 STB is HD and SD capapble with has no tuners available.
XiD
341
This HDMI only X1 STB has no tuners available.
Xi3
342
This HDMI only X1 STB is wireless and has no tuners available.
Xi5
343
This HDMI only wireless X1 STB supports 4K and has no tuners.
Xi6
344
An electronic device that transfers data to or from a computer via telephone or other communication lines
Modem
345
A piece of hardware or software having a specific IP address and connected to network nodes for the transfer of data between computers
Router
346
eMTA
Embedded Multimedia Terminal Adapter
347
Provides the functionality of a WiFi router, DOCSIS 3.0/3.1 cable and voice modem in a single device
Wireless Gateway
348
DTA
Digital Transport Adapter
349
DCT
Digital Communication Terminal
350
DVR
Digital Video Recorder
351
This X1 device has a composite connection
XG2
352
The A, B, C, and D buttons on the Xfinity Remote are called what?
Shortcut Keys
353
Press this shortcut key to access the Help menu.
A button
354
This shortcut button can be used to bring up the Accessibility Settings menu.
B button
355
When viewing live TV, use this button to follow all games on TV with the X1 Sports App.
C button
356
For X1 TV Boxes, use this button to delete single DVR recordings or delete multiple recordings (e.g., a whole TV series) within a folder
D button
357
Triangle/X1 Help Menu
A button
358
Square/Accessibility Menu
B button
359
Circle/Sports App
C button
360
Diamond/Delete Recordings
D button
361
For this kind of equipment, the D button will enable video description instead of deleting a recording.
Non-X1 TV Boxes
362
This Xfinity remote doesn't have a TV input button
XR2v1
363
This Xfinity remote doesn't have a setup button
XR15/16
364
These Xfinity remotes have a voice control button
XR11, XR15, XR16, XRA
365
Pair this Xfinity remote to X1 with the xfinity and info (i) button?
XR15
366
These Xfinity remotes have a search button
XR5, XR2v3
367
This customer purchased Xfinity device creates a mesh network in the customer’s home.
xFi pods
368
Status when XB6 has blue blinking light
WPS Mode
369
Status when XB6 has red steady light
No internet connection
370
Status when XB6 has a white steady light (post-activation)
On/Operational
371
Meaning when XB6 light blinks green
Scanning for upstream channels
372
Meaning when XB6 light blinks yellow
Scanning for downstream channels
373
Which XiD box has a white label at the bottom?
XiD DTA
374
What are all the light colors on the XB6?
Red, White, Green, Blue, & Yellow
375
What 4 Comcast devices can be paired with Bluetooth?
Xi5, Xi6, XiOne, and XG1v4
376
This feature on our xFi Gateways automatically determines the best connection for all of the WiFi devices in the home to optimize the connection.
Band steering
377
Our first X1 receiver TV Box capable of delivering 4K, HDR10 and Advanced HDR video content.
Xi6
378
Lifespan of voice backup batteries
3 - 5 years
379
Warranty length for voice backup batteries
1 year
380
How long will the voice backup battery last in a power outage
Up to 24 hours
381
If the local version of the recording is not playable for any reason, the DVR will do this:
attempt to play back the cloud version of the program.
382
Having this box allows you to access your DVR recordings from mobile devices and computers while connected to any WiFi or mobile network via the Xfinity Stream app or portal.
The X1 Cloud DVR
383
How many hours of X1 Cloud DVR storage do you have for each X1 DVR TV Box on your account?
150 hours and 300 hours premium dvr
384
X1 DVR TV Box has approximately how many hours of local storage?
150 hours
385
In order to activate their X1 Cloud DVR features, customers must first accept thisL
The cloud technology Terms and Conditions.
386
How many Bluetooth devices can be stored on the XG1v4?
Up to 7
387
What gateways are compatible with xfi pods?
All xfi gateways except DPC3939
388
Acts as the primary TV Box for non-X1 DVR customers and can be used as a fourth Service to Additional TV in any Xfinity X1 household that also includes Xi devices.
XG2
389
Name the two X1 devices that have 6 tuners
XG1v3, XG1v4
390
Size of the X1 DVR Hard drive
500GB
391
These two X1 boxes have a clock on the front
XG1v1 and XG1v3
392
These three X1 boxes are capable of a composite connection
XG2, XG1v1 and XG1v3
393
What X1 device had 2 HDMI inputs?
XG1v1
394
This device has Just 2 ethernet ports on it
XB6
395
XB6 light blinking Yellow/Green alternating indicates this:
Firmware download
396
The light color when an XB6 Device is online and functioning
White (Steady)
397
MoCA syncing to network on the XB6 is indicated by this:
Blinking white light
398
WPS button is located on the bottom of these two devices
Xi5, Xi6
399
Determine the battery level of your Xfinity remote instructions apply to these four Xfinity remotes:
XR2, XR5, XR11 and XR15
400
To check the battery level of a remote, Press the Setup button on the remote until the LED at the top of the remote changes from red to green and press/enter this:
9-9-9.
401
The LED on a remote will blink to indicate this:
battery level
402
4 green blinks on an Xfinity remote indicates this:
the battery power is excellent.
403
3 green blinks on an Xfinity remote indicates this:
The battery power is good.
404
2 red blinks on an Xfinity remote indicates this:
The battery power is low.
405
1 red blink on an Xfinity remote indicates this:
The battery power is very low and that the batteries should be replaced.
406
If your LED blinks red five times when pressing any button on your remote, it is an indication of this:
The battery power is extremely low and the batteries should be replaced as soon as possible.
407
Press 9-8-1 on a remote to do this
Factory reset remote
408
The XR11 and XR15 need to be paired in RF for this function to work.
Voice Command
409
This allows viewers to change the channel, set a recording, search for a show and more, all with a glance
X1 Eye Control
410
Amazon prime is not compatible to with which STBs
RNG-150
411
Comcast customers who are blind or have low vision can enjoy increased access to TV program
Audio description
412
Change your guide view by doing this
Press the guide button twice/ Press guide while already in guide menu
413
Character limit for X1 device names
15 characters
414
Default Guide View options:
All channels, free to me, HD, favorites, trending, movies, sports, kids
415
Font Opacity options for X1
translucent, transparent, solid
416
In X1, where can you go to try out new features
Comcast labs
417
Lengths of time that the screensaver can be set to start after
5 mins, 15 mins, 30 mins, 5 hours
418
This feature locks movies based on their rating
Movie rating locks
419
This feature locks television shows based on their rating
TV Ratings Locks
420
Maximum time a recording can be extended
30 minutes
421
Modify the look of text in the guide/view increased font size and contrast adjustments in the Guide with this tool in X1
Enhanced text readability
422
Name at least 3 ways a customer can reset the X1 box
Restart from My Account Online, Restart from the Xfinity My Account App, Restart from the Help Menu, Restart Using the Power Button, Restart from Device Settings
423
Name the 3 screensaver types on x1
landscape, entertainment, animals
424
Number of digits required for purchase pin
4
425
On X1 you can view this far out in the guide.
2 weeks
426
Onscreen text and options are spoken regular, aloud to help you navigate through the screen.
Voice guidance
427
Press the A button to access this menu
Help menu
428
Press the B button twice to access one of these 4 modifiable accessibility shortcuts
Voice Guidance, Video Description, Secondary Audio Programming, Closed Captioning
429
Pressing fast forward or rewind skips this far in the guide menu
1 Day
430
Pressing the last button shows up to how many previously watched channels or programs?
9
431
Provides RF support for set-top boxes that only support IR
XR8 Anywhere Adaptor
432
Public radio shows sponsored by donations
NPR 1
433
The six options on the bottom menu that show when the Xfinity button is pressed
Search (Magnify Glass), Guide, Saved, On Demand, Apps, Settings (Gear icon)
434
The term used to describe the way a 16:9 aspect ratio image is displayed on a 4:3 screen, where black areas are visible above & below the image.
Letterboxing
435
This is the aspect ratio of a typical widescreen HDTV.
16:09
436
The two time clock options
12 hours or 24 hours
437
Time options for "Snooze parental controls" in x1 stb
1 hour, 2 hour, 3 hour, off
438
Use this X1 app to add premium channels to your account without having to contact Xfinity.
Manage channels
439
Use this parental control feature to block adult images and titles
Safe browse
440
Voice guidance Speech Rate options
Regular, Fast, Fastest
441
What are the available font colors for X1
black, red, green, yellow, cyan, magenta, blue, white
442
What are the different power levels for lights on X1
off, 1, 2, 3
443
What are the menu language options for X1
English, Spanish, English (Canadian)
444
What function does the apps lock pin perform?
restrict access to apps within X1
445
What is the "purchase PIN" used for
restrict purchase of content or subscription
446
What is the Voice command to see a list of voice command examples
"What can I say"
447
What prevents displaying of adult titles and descriptions in X1 search ?
Safe Search
448
What signals are sent via the activations itg for legacy Motorola boxes?
Pairing/refresh and initialize
449
When did system refresh launch?
2016
450
When possible, recordings will be scheduled with a little extra time at start and end /Manage start and stop times in record options
auto pad recordings
451
Where can you view updates on account and services activity
My Account
452
X1 SAP Languages
Spanish, French, Canadian French, German, Italian, Portuguese, video description
453
You'll be able to view scheduled recordings this far out
14 days
454
With the x1 Cloud DVR, Your most recent recordings will replace older recordings unless the older recordings are marked as this
Save for 1 Year
455
This score is used to rate and filter programs appropriately in Kids Zone
Common Sense Media Score
456
A program is considered "Watched" if this much of it has been viewed
85% or more
457
Resume points of a program, Except adult programs and rentals, will be saved for up to this amount of time
30 Days
458
A program will retain it's "Watched" status for this amount of time
12 months
459
Xfinity coupons last for this amount of time before expiring
60 Days
460
The Xfinity X1 On-Screen Guide includes icons from these two services that reflect audience and critic scores/ratings for movies.
Rotten Tomatoes and Flixster
461
Sports statistics and information for the sports app are provided by this company
STATS
462
This app combines beautiful photos with music to help set the ambiance inside a customer’s home
Ambient Moods
463
What is displayed under an app/features menu tile indicating that using it will count towards your Xfinity Internet data usage
An INTERNET badge
464
For some apps, you may need to visit this site to connect them to your TV for the first time
xfinity.com/profile
465
What is the options for buffer time for the end of recordings
On time, 3 minutes, 5 minutes, 30 minutes
466
What is the options for buffer time for the beginning of a recording
On time, 1 minute early, 2 minutes early
467
XRA orders must be placed through who?"
ACOE (Accessibility Center of Excellence)
468
Will pair with the XB7 (and future gateways) to offer 1-Gigabit service or greater through fiber to the x (FTTX) network.
ONU
469
This remote has no number buttons.
XR16
470
The new and improved Large Button Voice Remote
XRA
471
The XRA is available to who?
X1 and Flex customers
472
XRA orders must be placed through who?
ACOE (Accessibility Center of Excellence)
473
What feature is available to help customers pair the New Large Button Voice Remote?
Audio and written instructions
474
What are at least 3 of the new features that the New Large Button Voice Remote has?
Battery Release Button, Press & Release Voice Button, Wrist Strap, High Contrast Buttons
475
A Technicolor XB7 can be used on EPON accounts with this?
ONU
476
xiOne uses this bluetooth standard.
Bluetooth 5.0
477
The XB8 introduces this WiFi band?
6GHz
478
What modems support battery back up for non epon accounts
XB7 and higher
479
What is the cost of the Voice Battery back up
65$
480
What are the recommended brands for a voice battery back up?
Rayovac and Energizer
481
Built on the same global technology platform that powers the company’s entertainment and connectivity products and services, including Xfinity X1, Xfinity Flex, Sky Glass and Sky Q.
XClass TV
482
What is the new quality program that is designed to drive a differentiated customer experience and sustainable growth?
S4X Quality Interactions.
483
What is the universal call flow that gives you a consistent framework to use on calls?
The S4 Call Flow.
484
What are three key behaviors that help us to establish an emotional connection with the customer?
Be Warm and Friendly, Own It and Show Appreciation
485
To listen for the intent of the behavior and how the customer is responding.
The goal of the S4X callflow
486
Which behaviors relate to START in the S4 call flow?
Be Warm and Friendly, Listen Actively and Respond Appropriately, Show Appreciation
487
Which behaviors relate to SOLVE in the S4 call flow?
Own It, Discover Needs, Make it Effortless
488
Which behavior(s) relate to SELL in the S4 call flow?
Be an XFINITY Ambassador
489
Which behavior(s) relate to SUMMARIZE in the S4 call flow?
Set Clear Expectations
490
To accurately measure performance, strive to understand the overall intent you are trying to achieve from both the customer's and the company's perspective?
Understanding the Intent of the Behavior.
491
These items are intended to protect both the customer, and our company and should be a part of customer interactions when necessary.
Business Process Accuracy (BPA)
492
Which behavior starts with creating a personal connection so that customers feel valued and well cared for?
Be Warm and Friendly.
493
Which behavior means to do everything within your power/ everything possible to resolve the issue, instill confidence and trust with the customer?
Own It
494
Which behavior recognizes the customer’s existing or intended relationship with the company and/or acknowledge the significance of customer’s loyalty?
Show Appreciation
495
Which behavior the agent make all interactions for the customer quick and easy and promote self-service for future use?
Make it Effortless
496
To create a personal and genuine connection, so the customer feels valued, truly believes the company and you care, and builds a foundation of trust?
Intent of Be Warm and Friendly.
497
Which behavior means to customize the conversation listening for cues and tailoring your response to the customer's experience?
Listen Actively and Respond Appropriately
498
Which behavior means to ask thoughtful, relevant questions, collaborating with the customer to thoroughly define the issue, and identify the best solution?
Discover Needs
499
Which behavior means to promote the XFINITY brand, products and services by demonstrating expertise so the customer can feel the excitement and enthusiasm?
Be an XFINITY Ambassador
500
Which behavior means to keep the customer accurately informed throughout the interaction using transparent communication ensuring next steps are understood?
Set Clear Expectations
