Methods, devices, and systems for prioritizing mobile network trouble tickets based on customer impact

• US 10,636,006 B2
• Filed: 04/21/2017
• Issued: 04/28/2020
• Est. Priority Date: 04/21/2017
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Yan, He, Lopez, Lynn, Pipkin, Jason, Childs, Kathryn, Boderoux, Chichi, Sykes, Carla, Wilkins, Kevin, Samson, Robert, Puthenpura, Sarat, Ge, Zihui
• Primary Examiner(s): Jarrett, Scott L
• Application Number:
  US15/493,604
• Publication Number:
  US 20180308031A1
• Time in Patent Office: 1,103 Days
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change

Abstract

Aspects of the subject disclosure may include, for example, embodiments include receiving a first trouble ticket reporting a first service outage of a communication network and a second trouble ticket reporting a second service outage of the communication network. Further embodiments can include determining a first customer impact according to the first service outage and determining a second customer impact according to the second service outage. The first customer impact is determined by a degradation of quality metrics, a site priority, and a number of complaints due to each service outage. Additional embodiments can include identifying that the second customer impact is higher than the first customer impact. Also, embodiments can include prioritizing a resolution of the second trouble ticket over the first trouble ticket according to the second customer impact being higher than the first customer impact. Other embodiments are disclosed.

Claims

1. A device, comprising:

a processing system including a processor; and

a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, comprising;

receiving a first trouble ticket reporting a first service outage of a communication network and a second trouble ticket reporting a second service outage of the communication network;

determining a first customer impact according to a first aggregate score, the first aggregate score determined according to the first service outage, and determining a second customer impact according to a second aggregate score, the second aggregate score determined according to the second service outage, wherein the first customer impact is determined by a first degradation of a first quality metrics, a first site priority of a first portion of the communication network, and a first number of complaints due to first service outage, wherein the first site priority is determined based on critical services performed at a site of the first portion of the communication network, wherein the second customer impact is determined by a second degradation of a second quality metrics, a second site priority of a second portion of the communication network, and a second number of complaints due to second service outage, wherein the second site priority is determined based on critical services performed at a site of the second portion of the communication network;

comparing the first aggregate score and the second aggregate score;

identifying that the second customer impact is higher than the first customer impact based on the comparing of the first aggregate score and the second aggregate score, including identifying that the second customer impact is higher than the first customer impact according to a first number of customers impacted by the first service outage and according to a second number of customers impacted by the second service outage;

prioritizing a resolution of the second service outage over the first service outage according to the second customer impact being higher than the first customer impact; and

resolving the second service outage and the first service outage according to the prioritizing, where the resolving comprises reconfiguring one or more network resources by communicating a command from the processing system to the one or more network resources.

2. The device of claim 1, wherein the determining the first customer impact comprises determining a first number of customers impacted by the first service outage and wherein the determining the second customer impact comprises determining a second number of customers impacted by the second service outage.

3. The device of claim 2, wherein the identifying that the second customer impact is higher than the first customer impact comprises identifying that the second customer impact is higher than the first customer impact according to the first number of customers impacted by the first service outage and according to the second number of customers impacted by the second service outage.

4. The device of claim 1, wherein the determining the first customer impact comprises detecting the first degradation of the first quality metrics corresponding to the first service outage and wherein the determining the second customer impact comprises detecting the second degradation of the second quality metrics corresponding to the second service outage.

5. The device of claim 1, wherein the determining the first customer impact and the determining the second customer impact comprises:

identifying the first portion of the communication network affected by the first service outage;

identifying the second portion of the communication network affected by the second service outage; and

determining the first site priority for the first portion of the communication network and determining the second site priority for the second portion of the communication network.

6. The device of claim 1, wherein the determining the second customer impact comprises detecting the second service outage affects a streaming of video content of a special event.

7. The device of claim 1, wherein the determining the first customer impact and the determining the second customer impact comprises identifying the first number of complaints due to the first service outage and identifying the second number of complaints due to the second service outage.

8. The device of claim 1, wherein the identifying that the second customer impact is higher than the first customer impact comprises identifying that the second customer impact is higher than the first customer impact according to at least one of the first degradation of the first quality metrics, the second degradation of the second quality metrics, the first site priority for the first portion of the communication network affected by the first service outage, the second site priority for the second portion of the communication network affected by the second service outage, a streaming video content of a special event affected by the second service outage, the first number of complaints due to the first service outage, and the second number of complaints due to the second service outage.

9. The device of claim 1, wherein determining the first customer impact and the determining the second customer impact comprises:

calculating a first degradation score for the first degradation of the first quality metrics corresponding to the first service outage;

calculating a second degradation score for the second degradation of the second quality metrics corresponding to the second service outage;

calculating a first site score according to the first site priority for the first portion of the communication network;

calculating a second site score according to the second site priority for the second portion of the communication network;

calculating a special event score according to a streaming video content of a special event affected by the second service outage;

calculating a first complaint score according to identifying the first number of complaints due to the first service outage;

calculating a second complaint score according to identifying the second number of complaints due to the second service outage;

calculating the first aggregate score for the first service outage according to the first degradation score, first site score, and first complaint score; and

calculating the second aggregate score for the second service outage according to the second degradation score, second site score, the special event score, and second complaint score, wherein identifying that the second customer impact is higher than the first customer impact comprises identifying that the second customer impact is higher than the first customer impact according to the first aggregate score and the second aggregate score.

10. A machine-readable storage medium, comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:

receiving a first trouble ticket reporting a first service outage of a communication network and a second trouble ticket reporting a second service outage of the communication network;

determining a first customer impact according to a first aggregate score, the first aggregate score determined according to the first service outage, and determining a second customer impact according to a second aggregate score, the second aggregate score determined according to the second service outage, wherein the first customer impact is determined by a first degradation of first quality metrics, a first site priority of a first portion of the communication network, and a first number of complaints due to first service outage, wherein the first site priority is determined based on critical services performed at a site of the first portion of the communication network, wherein the second customer impact is determined by a second degradation of a second quality metrics, a second site priority of a second portion of the communication network, and a second number of complaints due to second service outage, wherein the second site priority is determined based on critical services performed at a site of the second portion of the communication network;

comparing the first aggregate score and the second aggregate score;

identifying that the second customer impact is higher than the first customer impact according to the comparing the first aggregate score and the second aggregate score, including identifying that the second customer impact is higher than the first customer impact according to a first number of customers impacted by the first service outage and according to a second number of customers impacted by the second service outage;

prioritizing a resolution of the second service outage over the first service outage according to the second customer impact being higher than the first customer impact; and

resolving the second service outage and the first service outage according to the prioritizing, where the resolving comprises reconfiguring one or more network resources by communicating a command from the processing system to the one or more network resources.

11. The machine-readable storage medium of claim 10, wherein the determining the first customer impact comprises detecting a first degradation of a first quality metrics corresponding to the first service outage and wherein the determining the second customer impact comprises detecting a second degradation of a second quality metrics corresponding to the second service outage.

12. The machine-readable storage medium of claim 10, wherein the determining the first customer impact and the determining the second customer impact comprises:

identifying the first portion of the communication network affected by the first service outage;

identifying the second portion of the communication network affected by the second service outage; and

determining the first site priority for the first portion of the communication network and determining the second site priority for the second portion of the communication network.

13. The machine-readable storage medium of claim 10, wherein the determining the second customer impact comprises detecting the second service outage affects a streaming video content of a special event.

14. The machine-readable storage medium of claim 10, wherein the determining the first customer impact and the determining the second customer impact comprises identifying a first number of complaints due to the first service outage and identifying a second number of complaints due to the second service outage.

15. The machine-readable storage medium of claim 10, wherein the identifying that the second customer impact is higher than the first customer impact comprises identifying that the second customer impact is higher than the first customer impact according to at least one of a first degradation of a first quality metrics, a second degradation of a second quality metrics, the first site priority for the first portion of the communication network affected by the first service outage, the second site priority for the second portion of the communication network affected by the second service outage, a streaming video content of a special event affected by the second service outage, a first number of complaints due to the first service outage, and a second number of complaints due to the second service outage.

16. The machine-readable storage medium of claim 10, wherein the determining the first customer impact and the determining the second customer impact comprises

calculating a first degradation score for a first degradation of a first quality metrics corresponding to the first service outage;

calculating a second degradation score for a second degradation of a second quality metrics corresponding to the second service outage;

calculating a first site score according to the first site priority for the first portion of the communication network;

calculating a second site score according to the second site priority for the second portion of the communication network;

calculating a special event score according to a streaming video content of a special event affected by the second service outage;

calculating a first complaint score according to identifying a first number of complaints due to the first service outage;

calculating a second complaint score according to identifying a second number of complaints due to the second service outage;

calculating the first aggregate score for the first service outage according to the first degradation score, first site score, and first complaint score; and

calculating the second aggregate score for the second service outage according to the second degradation score, second site score, the special event score, and second complaint score, wherein identifying that the second customer impact is higher than the first customer impact comprises identifying that the second customer impact is higher than the first customer impact according to the first aggregate score and the second aggregate score.

17. A method, comprising:

receiving, by a processing system including a processor, a first trouble ticket reporting a first service outage of a communication network and a second trouble ticket reporting a second service outage of the communication network;

determining, by the processing system, a first customer impact according to a first aggregate score, the first aggregate score determined according to the first service outage, and determining a second customer impact according to a second aggregate score, the second aggregate score determined according to the second service outage, wherein the first customer impact is determined by a first degradation of a first quality metrics, a first site priority of a first portion of the communication network, and a first number of complaints due to first service outage, wherein the first site priority is determined based on critical services performed at a site of the first portion of the communication network, wherein the second customer impact is determined by a second degradation of a second quality metrics, a second site priority of a second portion of the communication network, and a second number of complaints due to second service outage, wherein the second site priority is determined based on critical services performed at a site of the second portion of the communication network;

comparing, by the processing system, the first aggregate score and the second aggregate score;

identifying, by the processing system, that the second customer impact is higher than the first customer impact including identifying that the second customer impact is higher than the first customer impact according to a first number of customers impacted by the first service outage and according to a second number of customers impacted by the second service outage;

prioritizing, by the processing system, a resolution of the second service outage over the first service outage according to the second customer impact being higher than the first customer impact; and

resolving, by the processing system, the second service outage and the first service outage according to the prioritizing, wherein the resolving comprises reconfiguring one or more network resources by communicating a command from the processing system to the one or more network resources.

18. The method of claim 17, wherein the determining the first customer impact comprises determining, by the processing system, a first number of customers impacted by the first service outage and wherein the determining, by the processing system, the second customer impact comprises determining a second number of customers impacted by the second service outage.

19. The method of claim 18, wherein the identifying that the second customer impact is higher than the first customer impact comprises identifying, by the processing system, that the second customer impact is higher than the first customer impact according to the first number of customers impacted by the first service outage and according to the second number of customers impacted by the second service outage.

20. The method of claim 17, wherein the determining the first customer impact and the determining the second customer impact comprises:

calculating, by the processing system, a first degradation score for the first degradation of the first quality metrics corresponding to the first service outage;

calculating, by the processing system, a second degradation score for the second degradation of the second quality metrics corresponding to the second service outage;

calculating, by the processing system, a first site score according to the first site priority for a first portion of the communication network;

calculating, by the processing system, a second site score according to the second site priority for a second portion of the communication network;

calculating, by the processing system, a special event score according to a streaming video content of a special event affected by the second service outage;

calculating, by the processing system, a first complaint score according to identifying a first number of complaints due to the first service outage;

calculating, by the processing system, a second complaint score according to identifying a second number of complaints due to the second service outage;

calculating, by the processing system, the first aggregate score for the first service outage according to the first degradation score, first site score, and first complaint score; and

calculating, by the processing system, the second aggregate score for the second service outage according to the second degradation score, second site score, the special event score, and second complaint score, wherein identifying that the second customer impact is higher than the first customer impact comprises identifying that the second customer impact is higher than the first customer impact according to the first aggregate score and the second aggregate score.