ive got this situation: Operator pickups phone in helpdesk. By CallerID he gets users contract number and can see personal details. Main question from user is "I dont have internet connection or i cant view web-sites"
- Ping results (his and neighbourhoods)
- Type of connection (raidolink/LAN/WiFi)
- Account Ballance (+10$/-2$/Disconnected)
- First/Last/Middle Name, Contact Phone
- List of calls before
What else shoud operator know to determine whats problem user has (or if there any problems with conenction to that user) without asking any questions to user?
And what common questions for user are? Like any router/computer is powered on/ etc.