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AT&T 2:05 PM

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Friday, April 24

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Salesforce Mobile · in-store leads & care

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2:05 PM

5 waiting · 12 total at this store

Available

Name Waiting Account Assigned Rep Check-in Type
8 min Wireless You Walk-in
10 min - Marcus Reid Walk-in
11 min - Nina Alvarez Online
21 min Broadband - Walk-in
- Walk-in
- Online

Showing 5 of 12 check-ins Show full queue

Leads

View Leads

4 lead summaries Open Leads

Knowledge Updates

1 article highlighted View Knowledge

2:05 PM

Cases

Case

Natasha Romanoff

Customer Account Number: 234567812345
Case Number: 00000447392
Type: Device · Inquiry AIA
Case Action: Stolen / Lost · AIA Device
Target Close Date: 12/01/2022
Product Category: AT&T Internet Air All-Fi

Response: Email
Case Origin: Phone
Work Group: STOLEN-DEVICE-AIA
Case Category: Escalation

2:05 PM

Notifications

NEW! Lead Assignment

@Mike Jones has assigned you lead Liza Downton

Today 10:00 AM

ALERT! Due Today / Past Due

Lead Oscar Bryant scheduled follow up was missed; 1 day past due

Today 9:00 AM

ALERT! Lead Re-Assignment

@Mike Jones re-assigned lead Jalen Howard-Smith to @Erna Auerbach

Yesterday 9:40 PM

ALERT! Customer Requested Follow-up Missed

Jalen Howard-Smith preferred contact date; 1 day past due

Apr 22, 2026 9:40 PM

SMS: Lead John Dalton has sent you a SMS

Hey Amelia, Thanks again for helping me out today and please let me know what you find out about those family plan. I think I will need many lines so I look forward to what deals you can offer and possibly new devices.

Apr 22, 2026 9:00 AM

SYSTEM UPDATE! Employee Location Change

Your location has been updated to 1 Powell St

Apr 21, 2026 10:30 AM

2:05 PM

Leads

Due Today / Past Due (4)

4 items · Sorted by Last Name

2:05 PM

Lead

Natasha Romanoff

Wireless customer · Account on file · ID A‑0091842

Captured

Contacted

Converted

Contact By:: 04-25-2026
Customer Requested:: 04-25-2026
Lead Strength:: Priority
Follow-up Opportunity:: Postpaid; 4 Lines
Last Contact - Call:: 04-23-2026; 12:00 PM
Last Contact - SMS:: 04-23-2026; 12:00 PM
Contact Preference:: Call; SMS
Employee Location:: 1 Powell Street
Latest Call Notes:: Interested in adding a line and buying a new iPhone based on…
Latest SMS Message:: Interested in adding a line and buying a new iPhone based on…

Customer Name

Natasha Romanoff

Owner

Amelia Davis

Created Date

04-04-2026

Status

Contact Initiated

Total Contact Made

Employee Location

1 Powell Street

Lead Strength

Urgent

Lead Age

20 Days

Preferred Method of Contact

Phone; SMS

Customer Requested

04-25-2026

Mobile

(415) 323-4342

[email protected]

Preferred Date of Contact

Weekend

Preferred Time of Contact

Afternoon, 12 – 4 PM

SMS Consent

Yes

Call Consent

Yes

Follow Up Opportunity

Postpaid; Accessories

Additional Lines

Customer Type

New Customer

Phone or Carrier

Verizon

Other Notes

Previous Email

Owner Relationship

Friend

Other Names

Wants other family members on plan

Last Contacted

SMS on 04-23

Response

Yes

Messages Sent

Last Contacted

Phone on 04-23

Status

Successful Connection

Calls Made

Close Date

Account Owner ID

21234567813

Lead Owner

Amelia Davis

Created By

Amelia Davis

Created On

04-04-2026

Store

1 Powell Street

Company

AT&T

Lead Source

Store Walk-In

Recent Activity

Successful call, spoke to customer

Yesterday · 4:32 PM · Logged by Amelia Davis

"What time works best to come in?"

Yesterday · 11:08 AM · SMS

Interested in adding a line and new iPhone

2 days ago · Note · Amelia Davis

Einstein: best contact window 5–7 PM weekdays

Today · Insight · Based on prior 30-day call success

SMS Message

Thanks for confirming! Your sales representative will reach out to you soon. Reply STOP to end msgs.

Amelia Davis · today, 5:01 PM CT

Hi Liza, great working with you yesterday. I am contacting you to let you know that the iPhone SE you had interest in is in stock., Amelia. Reply STOP to end msgs.

Amelia Davis · today, 5:15 PM CT

Hey there! That sounds good.

Liza Downton · today, 5:16 PM CT

What time would you like to come in and look?

Liza Downton · today, 5:16 PM CT

Anytime you like is great! I am available today and also Saturday April 25. I can have the iPhones set aside for you to look at. What colors were of interest?, Amelia

Amelia Davis · today, 5:17 PM CT

Send SMS

2:05 PM

New Lead

Customer Consent

By entering your mobile phone and/or email below, you agree to receive special offers and promotions from AT&T relating to our products and services via automater phone calls, text messages, and/or email. You understand that your consent is not a condition of purchase.

Mobile Phone

First Name

Last Name

Employee Use Only

Employee Location

1 Powell Street

Reason to Follow-Up

Follow-up Opportunity

Customer Type

Lead Strength

Other Notes

Contact Preferences

Preferred Method of Contact

Is there a specific date you would like to be contacted?

When would you like us to reach out to you?

What's your preferred time of contact?

Reset the form and clear all inputs?

2:05 PM

Refresh · Updated 2 min ago

Leads by Status

The Past 30 Days

Captured Contacted Closed-Sale

Captured Leads by Follow-up Opportunity

The Past 30 Days

Prepaid Postpaid AT&T Internet Accessories DirecTV AT&T TV Protection

Lead Sources

The Past 30 Days

62leads

In-Store · 52 Re-Assigned · 10

Closed-Sale by Week

Trailing 6 Weeks

Closed-Sale Trend ▲ +28% vs prior

2:05 PM

Refresh · Synced 1 min ago

Top Stores · By Captured Leads

All Reps · Past 30 Days

1 Powell St

312

2410 Mission St

274

3555 Geary Blvd

188

1 Stockton St

142

845 Market St

118

1900 Ocean Ave

Top Reps · Closed-Sale

San Francisco Region · Past 30 Days

Amelia Davis

M. Brown

N. Choudry

A. Gonzales

J. Dalton

L. Kawecki

Conversion by Opportunity Type

Past 90 Days · 184 leads

31%avg conv

Postpaid · 32% Internet · 28% DirecTV · 22% Accessories · 18% Protection · 16%

Pipeline by Region

Open opportunities

$284K open · LA leading

2:05 PM

Accounts

Actions & Suggestions

Broader nudges for the team: gratitude, follow-ups, and in-store items.

AT&T AGENT

Accounts in Queue

Guests with no account yet look lighter, they still checked in with the minimum required fields and stay tappable to continue the profile.

Key accounts 2

Follow up 2

Watch list 3

Recent accounts

Most recent touches on the floor. Open Customer Central for the full record.

Sales & floor snapshot

Manager-style readout for this location (demo numbers).

Activations (WTD)

Revenue (today)

$14.2K

Open in-store messages

Avg. handle time

18m

Trade-ins staged

NPS pulse (7d)

Tip: Use Customer Central for billing, lines, and case work. This hub is for quick store context and handoffs.

2:05 PM

Interaction

Natasha Romanoff

Contact Phone Number

(555) 222-4444

Contact Email

[email protected]

Employee

CPNI Consent

Permanent Granted

Promotions & shopping

Offers matched to this account. Add to cart opens the AT&T product page in a new tab (prototype). Use search for anything else on att.com.

Opens a new tab on the official AT&T site (search results / product catalog).

Actions & Suggestions

AT&T AGENT

Wireless

Account: 123456781234

RecommendationRead More

Account: 123456781234

RecommendationRead More

Wireless - 123456781234

Plans

Account:: 058965431531
Product:: Wifi Extender
Plan/Package:: AT&T Unlimited Plus Multi Line
Account Status:: Active
Monthly Cost:: $107.99
Line:: 10

Lines

Phone Number:: (212) 555-5574
User:: Natasha Romanoff
Plan:: AT&T Unlimited Plus
Make & Model:: Apple iPhone 12 Pro
Install Remaining:: 23 Remaining
Install Amount:: $50.00
Warranty:: $120.05
Device Protection:: -
Upgrade:: -

Phone Number:: (212) 555-5574
User:: Natasha Romanoff
Plan:: AT&T Unlimited Plus
Make & Model:: Apple iPhone 12 Pro
Install Remaining:: 23 Remaining
Install Amount:: $50.00
Warranty:: $120.05
Device Protection:: -
Upgrade:: -

2:05 PM

Knowledge

Suggested for Natasha Romanoff

Based on her account, plan, and current promotions in Customer Central

Browse categories

Popular this week

Cancel

Account · Liza Downton

Account Number123456781234

CycleMar 18 – Apr 17

AutoPayOn · Tue

Bill DeliveryPaperless

Current Statement

Wireless · 4 linesUnlimited Plus Multi Line

$140.00

Device installments2 lines · 23 months remaining

$31.42

5G Plus add-onDISPUTED · cancelled in March

$10.00

Taxes & fees

$8.50

Subtotal$181.42

Total Due$181.42

View Full Bill (PDF)

Payment Amount

Past Due$10.00

Total Due$181.42

Custom$ -

Verify Customer Identity

Cardholder name

Last 4 of SSN

Billing ZIP

Verification per CPNI policy. Logged to interaction record.

Payment Method

Source

Card number

Expiration

Security code

Email receipt to

Tokenized via PCI-compliant gateway. Card not stored on device.

Order Summary

Subtotal$181.42

Charging today$181.42

Payment Captured

Liza's payment has been processed and a receipt was emailed. The interaction has been logged to Customer Central.

Confirmation #PAY-2026-08821

Amount$171.42

MethodVisa ••4242

DateToday · 2:06 PM

2:06 PM

Statement · Mar 18 – Apr 17

Liza Downton · Account 123456781234

Statement DateApr 17, 2026

Due DateMay 6, 2026

Wireless Charges

Line 1 · (212) 555-5574Unlimited Plus · iPhone 12 Pro

$45.00

Line 2 · (212) 555-5575Unlimited Plus · iPhone 12

$45.00

Line 3 · (212) 555-5576Unlimited Plus · iPad

$30.00

Line 4 · (212) 555-5577Unlimited Plus · Apple Watch

$20.00

Wireless subtotal$140.00

Add-ons

5G Plus add-onDisputed · cancelled Mar 12

$10.00

Device protection

$0.00

Installments & Equipment

iPhone 12 Pro · 23 of 36$22.92 / mo

$22.92

Apple Watch · 11 of 24

$8.50

Taxes, Surcharges & Fees

Federal Universal Service

$3.20

State 911

$0.80

Regulatory cost recovery

$1.50

Sales tax

$3.00

Total Due$181.42

2:06 PM

Einstein · Issue Detected

5G Plus add-on dispute (≈ $10.00)

Natasha cancelled the 5G Plus add-on on Mar 12, 2026, but the change didn't propagate before the Mar 18 cycle cut. Three months of $10 charges have been disputed via Chatter and one prior call.

Confidence · High (94%) · Source: Billing event log + Chatter case #CS-08821

Recommended Adjustment

Credit current cycle ($10.00)Apply

Refund last 2 cycles ($20.00)Submit ticket

Cancel 5G Plus retroactive to Mar 12Auto

Verify with Customer

Last 4 of SSN

Billing ZIP

CPNI consent

Adjusted Total

Original balance$181.42

Einstein adjustment−$10.00

New balance due$171.42

Sign in to AT&T Retail

Queue

Recent Activity

Customer Consent English

Employee Use Only

Contact Preferences

Account · Liza Downton

Current Statement

Payment Amount

Verify Customer Identity

Payment Method

Order Summary

Payment Captured

Liza Downton · Account 123456781234

Wireless Charges

Add-ons

Installments & Equipment

Taxes, Surcharges & Fees

Recommended Adjustment

Verify with Customer

Adjusted Total

Customer Consent