ESM per Prob Code

9 States DSL Tier 1
Time Standard and Problem Code Updates


Objectives:
• Refresh the existing time standards based on defined processes that can be used for:
– Management coaching and analysis
– Efficiency Reporting within the Mechanized Scorecard
• Develop time standards based on observation driven data to improve accuracy for as many call drivers as possible, while also using observation data to create more specific call drivers for improved coaching opportunities, if applicable

Scope:
• 9 State Residential and Service inbound calls
• Only analyzing calls where the process flow tool was used during the call, and the correct troubleshooting process was followed (per the documented process)
• Utilizing two center locations – Orange Park and El Salvador
– 11 observers
– Approximately 40 agents selected to be observed based on historical performance and process compliance
• As a result of recent process changes, and process-driven variation found in the data set, certain existing call drivers are going to be removed, while others will be split into more accurate and descriptive call drivers


New problem codes Definition
3PR-Isolated Modem Customer calls with a connectivity issue and has a 3rd party router. After isolating the modem, the customer is able to surf. As a result, the issue is isolated to the router and the customer is referred to ConnecTech.
3PR-Isolation Declined Customer calls with a connectivity issue and has a 3rd party router. After setting expectations with the customer, the customer declines the request / need to isolate the modem.
3PR-Isolation Not Needed Customer calls with a connectivity issue and has a 3rd party router. Since the customer has been previously surfing with the router, the agent powercycles the network and that resolves the issue.
3PR-Iso+Connectivity Customer calls with a connectivity issue and has a 3rd party router. After isolating the modem, the customer IS NOT able to surf. As a result, the agent is directed to FTT to troubleshoot the connectivity issue.
Account Maint-Other Customer calls in with an account maintenance request not related to AT&T CPE configuration or primary account password reset (adding or deleting mailbox, alias, username)
Account Maint-Primary Password Customer calls in requesting help resetting the password of the primary account
Account Maint-CPE Config Customer calls in requesting help configuring their AT&T CPE and does NOT need a password reset
EmailConfig+PriPassReset Customer calls in requesting help with an email configuration or email send / receive issue with a SUPPORTED email client AND the process requires a primary account password reset
EmailConfig+2ndPassReset Customer calls in requesting help with an email configuration or email send / receive issue with a SUPPORTED email client AND the process requires a sub-account password reset
Email:Limited Support Customer calls in requesting help with an email configuration or email send / receive issue with a NON-SUPPORTED email client
Intermittent Surf Customer calls in with an intermittent surf issue
Intermittent Sync Customer calls in with an intermittent sync issue
Out of Scope Calls related to issues that are out of scope – issues that need to be referred to ConnecTech AND no troubleshooting has been done
No Sync:Filters/Cables Customer calls in with a connectivity issue and, as directed in FTT, the agent verifies connections and the issue is resolved
Order Status-CPE Order Customer calls in requesting to create, modify, cancel or request status of a CPE order
Order Status-New/Change Order Customer calls in requesting the status of a new or change order (includes upgrade service orders)
PBY Webmail:Login Customer calls in with login issues when using the PBY webmail application
PBY Webmail:SpamPhishBlock Customer calls in with spam, phishing, or blocked email issues when using the PBY webmail application

9 State Tier 1 DSL Time Standards - Residential
Problem Code (Effective 7/1/10) New Time Standard (Effective 7/1/10)
3PR-Isolated Modem 16.46
3PR-Isolation Not Needed 11.80
3PR-Isolation Declined 8.96
3PR-Iso+Connectivity 36.78
Account Maint-Other 13.29
Account Maint-Primary Password 20.20
Account Maint-CPE Config 24.32
Appointment Status 9.41
EmailConfig+PriPassReset 37.00
Email:Limited Support 15.00
EmailConfig+2ndPassReset 25.00
Email:Send/Receive 19.73
Ghost Call 1.10
HN Configuration 23.87
HN Features 25.79
HN Troubleshooting 30.87
Intermittent Surf 23.14
Internet Security 39.21
Misdirect 4.36
Out of Scope 7.50
No Surf 22.44
No Sync 20.37
No Sync:Filters/Cables 12.37
Order Status-CPE Order 9.82
Order Status-New/Change Order 7.74
Outage 6.20
PBY Portal / Application 20.00
PBY Webmail:Login 19.92
PBY Webmail:Send/Receive 24.30
PBY Webmail:SpamPhishBlock 12.00
PC Issue 20.45
Product Questions 9.38
SIA Troubleshooting 35.00
SIA Walk-Thru 32.00
Slow Speeds 28.26


9 State Tier 1 DSL Time Standards - Service
Problem Code (Effective 7/1/10) New Time Standard (Effective 7/1/10)
Ghost Call 1.10
Misdirected Call 4.36
Service:CPE Order 8.57
Service:Held/Rejected SRF 9.68
Service:Pro-Install Order 12.00
Service:Self-Install Order 8.24
Appointment Status 9.41
Order Status-New/Change Order 7.74
Svc Did Not Order 5.00

Effective July 1, 2010
• Process flows and boss articles will be updated to reflect new problem codes / definitions
• Siebel will be updated to reflect new problem codes
• Siebel will be updated with new time standards for use in efficiency scoring and coaching
• New Hire Training material will be updated to reflect new problem codes / definitions
• CERT will be created and delivered to re-communicate these upcoming changes