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

US10636006B2 · kind B2 · utility

Assignees

• AT&T Intellectual Property I, L.P. · US
• AT&T Mobility II LLC · US

Inventors

• He Yan · Beijing, CN
• Lynn Lopez · Easton, US
• Jason Pipkin · Joppatowne, US
• Kathryn Childs · Concord, US
• Chichi Boderoux · Castro Valley, US
• Carla Sykes · Southampton, US
• Kevin Wilkins · Provo, US
• Robert Samson · Tempe, US
• Sarat Puthenpura · Berkeley Heights, US
• Zihui Ge · Madison, US

Key dates

• Filing date: Apr 21, 2017
• Grant date: Apr 28, 2020
• Expiry date: Dec 4, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/06311
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

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.