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

Patent metadata

Field	Value
Publication number	US-10636006-B2
Application number	US-201715493604-A
Country	US
Kind code	B2
Filing date	Apr 21, 2017
Priority date	Apr 21, 2017
Publication date	Apr 28, 2020
Grant date	Apr 28, 2020

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.

First claim

What is claimed is:

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, an

Assignees

• At & T Ip I Lp
• At & T Mobility Ii Llc

Inventors

• Yan He
• Lopez Lynn
• Pipkin Jason
• Childs Kathryn
• Boderoux Chichi
• Sykes Carla
• Wilkins Kevin
• Samson Robert
• Puthenpura Sarat
• Ge Zihui

Classifications

• G06Q10/06375 Primary

  Prediction of business process outcome or impact based on a proposed change · CPC title

• G06Q10/06

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06Q10/06311

  Scheduling, planning or task assignment for a person or group · CPC title