QA Broadcast: Customer not Signed-in
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If customers are having issues with the service or are requesting for cancellation/refund, agents should always check if the customer is signed in to their subscriptions on Admin Tool.
If it shows that there is no Device Information on the Admin Tool as shown below:
Agents should provide instructions to the customers on how to sign into their device as a first step of TSS/Retention.
REMEMBER! Failure to provide sign-in instructions to the customers will be an Auto Zero on QA Scores!