Operations and Support

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TECH DEPT - START OF DAY REPORT

Submitted By:

First Last

Start of Day Ticket Queue Numbers

CSS Tech Ticket Queue

Pending Internal:

Open:

Pending External:

Support

Pending Internal:

Open:

Pending External:

Supervisor Review

Pending Internal:

Open:

Pending External:

Voicemail Queue

Pending Internal:

Open:

Pending External:

FFH Voicemail

Pending Internal:

Open:

Pending External:

FWBB Upgrade Request, Monday.com

Pending Internal:

Open:

Pending External:

CPE Finalization

Pending Internal:

Open:

Pending External:

What is your goal today?

Plan of Action to Meet Goal? Do you need management support to reach your daily goal?

What is your End of Week Goal (Friday)?

TECH DEPT - END OF DAY REPORT

Submitted By:

First Last

CSS Tech Ticket Queue

Pending Internal:

Open:

Pending External:

Support

Pending Internal:

Open:

Pending External:

Supervisor Review

Pending Internal:

Open:

Pending External:

Voicemail Queue

Pending Internal:

Open:

Pending External:

FFH Voicemail

Pending Internal:

Open:

Pending External:

FWBB Upgrade Request, Monday.com

Pending Internal:

Open:

Pending External:

CPE Finalization

Pending Internal:

Open:

Pending External:

What went well today?

Did you meet your goals from this morning?

End of Day Notes:

LEAVE BLANK

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DISPATCH DEPT - START OF DAY REPORT

Submitted By:

First Last

Start of Day Ticket Queue Numbers

811's

New 811 Entries - Not yet worked:

Dispatch Review

Pending Internal:

Open:

Pending External:

Premise Installs

Pending Internal:

Open:

Pending External:

New Order Scheduling

Pending Internal:

Open:

Pending External:

Please remember to check the following

Dispatch Request Channel

Outstanding requests processed:

Previous day Ready for 811:

Previous day DCT:

Previous day ONU:

Previous day Pre DCT:

Previous day FWBB:

Previous day UI/PDUI:

Total Unscheduled Jobs:

What is your goal today?

Plan of Action to Meet Goal?

What is your End of Week Goal (Friday)?

DISPATCH DEPT - END OF DAY REPORT

Submitted By:

First Last

End of Day Ticket Queue Numbers?

811's

New 811 Entries - Not yet worked:

811's Submitted Today:

Dispatch Review

Pending Internal:

Open:

Pending External:

Premise Installs

Pending Internal:

Open:

Pending External:

New Order Scheduling

Pending Internal:

Open:

Pending External:

Please remember to check the following

Dispatch Request Channel

What went well today?

Did you meet your goals from this morning?

End of Day Notes:

Is the 811's Futurecast up to date with todays total 811's entered?

LEAVE BLANK

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BILLING DEPT - START OF DAY REPORT

Submitted By:

First Last

Start of Day Numbers

Billing Queue

Pending Internal:

Open:

Pending External:

Customer Referrals

Pending Internal:

Open:

Pending External:

Delinquent Queues

Pending Internal:

Open:

Pending External:

Delinquent Report

Total Delinquent Accounts:

Accounts over 30-Days:

Accounts over 60-Days:

Accounts over 90-Days:

Past Due

Total Past Due Accounts:

Vacation Hold - Monday.com

Total New Requests:

Upgrade Request - Fiber Only, Monday.com

Total New Requests:

VMR

Pending Internal:

Open:

Pending External:

Write Off

Pending Internal:

Open:

Pending External:

Previous Day Number of Calls

Inbound:

Outbound:

Whats your goal today?

Plan of Action to Meet Goal?

Are you working toward your end of week, end of month goals? If so, how?

BILLING DEPT - END OF DAY REPORT

Submitted By:

First Last

End of Day Numbers

Billing Queue

Pending Internal:

Open:

Pending External:

Customer Referrals

Pending Internal:

Open:

Pending External:

Delinquent Queues

Total Delinquent Accounts:

Total Amount Collected

(Payment Search by User):

Total Calls Today:

Total Outbound Calls Today:

Total Inbound Calls Today:

Past Due

Total Past Due Accounts:

Vacation Hold - Monday.com

Total New Requests:

Upgrade Request - Fiber Only, Monday.com

Total New Requests:

VMR

Pending Internal:

Write Off

Pending Internal:

Open:

Pending External:

What went well today?

Did you meet your goals from this morning?

End of day notes:

LEAVE BLANK

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ORDERS DEPT - START OF DAY REPORT

Submitted By:

First Last

Start of Day Queue Numbers

Order Processing Queue:

Pending Internal:

Open:

Pending External:

Pending Internals

FWBB:

Fiber:

REL:

Total Number of Lead Prospect Accounts:

FWBB to Fiber Leads:

Accounts Waiting on Active Cable ID's:

Customer Referrals

Total Number of Calls:

Andrea:

Inbound:

Outbound:

Arturo:

Inbound:

Outbound:

Name:

Inbound:

Outbound:

Goals

What is Your 811 Goal Today?

Plan of Action to Meet Goal?

Are You on Target for Your End of Week Goals?

Did You Need Management Assistance to Meet Your Goals?

ORDERS DEPT - END OF DAY REPORT

Submitted By:

First Last

End of Day Ticket Queue Numbers?

Order Processing Queue:

Pending Internal:

Open:

Pending External:

FWBB to Fiber Conversions:

What activity has been made to convert accounts?

Total number of calls:

Andrea:

Inbound:

Outbound:

Arturo:

Inbound:

Outbound:

Did you meet your goals from this morning?

What will be your goals for the next business day?

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QC OVERNIGHT - START OF DAY REPORT

Submitted By:

First Last

Start of Day Ticket Queue Numbers

Support Queue:

Pending Internal:

Open:

Pending External:

Move Billing to billing, Sales to Orders Processing, Tech to Tech Tasks, etc. - Attempt to resolve what you can, any other move to the appropriate queue.

CSS - Tech Dept Tasks:

Pending Internal:

Open:

Pending External:

Work oldest to newest, make sure to clear any outstanding ticket you are authorized to call as late as 9pm and as early as 7am. EXCEPTION: If the customer calls in, or requests a call via text/or email.

QC - Activation & Deactivation Review:

Must review and complete based off Activation and Deactivation Report

Field Tech QC Queue:

Pending Internal

Open:

Pending External:

Construction QC Queue:

Pending Internal

Open:

Pending External:

QC to Review Queue:

Pending Internal

Open:

Pending External:

Vacation Hold

Monday.com total new requests:

You may enter up to 90 days in advance via scheduling events, make sure to clear all VH Monday.com tickets to the associate billing VH ticket in sonar. (Make sure to note and close both m.com and billing tickets)

Upgrade Requests - Fiber Only, Monday.com:

Total New Requests:

Write Off:

Pending Internal:

Open:

Pending External:

New Order Scheduling:

Pending Internal:

Open:

Pending External:

Review all signed docs that came in, and move the order process to next step (if all docs rec'd, set up 811, or FWBB job, per policy

What is your goal today?

Plan of Action to Meet Goal?

QC OVERNIGHT - END OF DAY REPORT

Submitted By:

First Last

End of Day Ticket Queue Numbers?

Support Queue:

Pending Internal:

Open:

Pending External:

CSS - Tech Dept Tasks:

Pending Internal:

Open:

Pending External:

OLDEST TICKET SUBMISSION DATE

Field Tech QC Queue:

Pending Internal:

Open:

Pending External:

OLDEST TICKET SUBMISSION DATE

Construction QC Queue:

Pending Internal:

Open:

Pending External:

OLDEST TICKET SUBMISSION DATE

QC to REVIEW QUEUE:

OLDEST TICKET SUBMISSION DATE

QC to REVIEW QUEUE:

Monday.com Requests Left:

VH Monday.com tickets and the associated billing VH ticket.

REPORTING ONLY - NOTATE QUEUES

Billing Queue:

How many tickets in pending internal:

Orders Processing Queue:

How many tickets in open:

Pending Internal:

Write Off:

Pending Internal:

Open:

Pending External:

New Order Scheduling:

Pending Internal:

Open:

Pending External:

QC - Activation & Deactivation Reviewed:

Total Activated Accounts:

Total Deactivated Accounts:

Must review and complete based on Activation and Deactivation Report from start of day review.

Did you meet your goals from start of shift?

End of Day Notes:

Is the 811's Futurecast up to date with todays total 811's entered?