1ST LINE AGENT TRAINING

1ST LINE AGENT TRAINING

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Responsible	Ntando Barbara Davis
Last Update	09/15/2025
Completion Time	8 hours 51 minutes
Members	12

Course
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- DAY 1 - TICKET TRIAGE
  
  Preview
- DAY 2 - Billing & Sales Ticket Triage
- DAY 3 - PASSWORD CHANGES - SSID & TPLINK changes
- DAY 4 - Availability Graphs and Usage Graphs Training
- DAY 5 - Connected Devices - Whitelisting & Blacklisting
- DAY 6 - Checking Connected Devices
- Day 7 - CBZ Portal Tickets & Recap Whitelisting & Blacklisting
  
  Preview
- DAY 8 - TROUBLESHOOTING Checklists For Different QOS Issues
- Day 9- Help Desk Revamp + SLA Overview