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METHODS, DEVICES, AND SYSTEMS FOR PRIORITIZING MOBILE NETWORK TROUBLE TICKETS BASED ON CUSTOMER IMPACT

  • US 20180308031A1
  • Filed: 04/21/2017
  • Published: 10/25/2018
  • Est. Priority Date: 04/21/2017
  • Status: Active Grant
First Claim
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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 the first service outage and determining a second customer impact 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 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;

    identifying that the second customer impact is higher than the first customer impact; and

    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.

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