At&t Intellectual Property I, L.p.

At&t Mobility Ii LLC

Kevin Wilkins

Sarat Puthenpura

Zihui Ge

He Yan

Kathryn Childs

Lynn Lopez

Carla Sykes

Robert Samson

Jason Pipkin

Chichi Boderoux

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.

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

Growing community of inventors

Brick, NJ, United States of America

Kevin Wilkins