公开(公告)号：US11188863B2

公开(公告)日：2021-11-30

申请号：US16831003

申请日：2020-03-26

申请人： AT&T Intellectual Property I, L.P. ,  AT&T Mobility II LLC

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

IPC分类号： G06Q10/06

摘要： 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.

公开(公告)号：US20200226522A1

公开(公告)日：2020-07-16

申请号：US16831003

申请日：2020-03-26

申请人： AT&T Intellectual Property I, L.P. ,  AT&T Mobility II LLC

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

IPC分类号： G06Q10/06

摘要： 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.