2solveTM adds intelligence on top of performance data

Knowledge

Performance Data

PM
Network

1st Line Support can diagnose incidents!

Back Office is shielded from incidents Faster response to customers Reduced time to resolve incidents

Improved Customer Service (Churn) Saved technical resources (OPEX) Improved Network Quality (Revenues, ...)

Incident Management Example (complaint)

Subscriber complains about Subscriber complains about dropped calls on 6th February. dropped calls on 6th February. Call Center creates aaticket. Call Center creates ticket.
12 hours* Call trace:
06-Feb-2012 10:03:54: Call started (2G): 06-Feb-2012 10:05:43: Handover (2G-2G): 06-Feb-2012 10:05:56: Terminated (2G): E1438 E3866 E3866

15 min.

The 1st line support engineer The 1st line support engineer uses aacall trace to identify the uses call trace to identify the cell causing drops. cell causing drops.

Traditional
The support engineer The support engineer creates aaticket and assigns creates ticket and assigns it to RAN Operations. it to RAN Operations.
12 hours*

5 min.

The support engineer uses The support engineer uses 2solve to see that the cell 2solve to see that the cell has aatransmission problem. has transmission problem. The support engineer The support engineer creates aaticket and assigns creates ticket and assigns it to Transmission. it to Transmission. The support engineer informs The support engineer informs the customer after 12 hours. the customer after 12 hours.
12 hours*

5 min.

15 min.

The RAN engineer investigates The RAN engineer investigates and returns to 1st line and returns to 1st line suggesting that the issue is suggesting that the issue is related to transmission. related to transmission.
12 hours*

5 min.

5 min.

5 min.

The support engineer The support engineer assigns the ticket to assigns the ticket to Transmission. Transmission.
12 hours*

20 min.

The Transmissions engineer The Transmissions engineer identifies the problem and identifies the problem and schedules aarepair. He schedules repair. He informs the support engineer. informs the support engineer.
12 hours*

The Transmissions engineer The Transmissions engineer validates the diagnosis and validates the diagnosis and schedules aarepair. He schedules repair. He informs the support engineer. informs the support engineer.
Customer informed: 12 h. Time spent, 1st Line: 30 min. Time spent, 2nd Line: 15 min.

15 min.

5 min.

The support engineer informs The support engineer informs the customer after 60 hours. the customer after 60 hours.
Customer informed: 60 h. Time spent, 1st Line: 30 min. Time spent, 2nd Line: 35 min.

*) We assume that it takes on average 12 hours to hand over an incident between staff members.