Quote:
Originally Posted by jb66
The problem with that is you need someone clever enough on the end of the phone to look at it rather than "book a tech" for a "closer look" with no diagnostic tools to scratch his head and swap out the hub again.
|
Quote:
Originally Posted by Ignitionnet
Nah, just a decent front end that colours the numbers in lots of green / red / amber along with a workflow that shoves it in the agent's face before they're allowed to book a tech  |
I don't understand, Virgin already has this. It's called Red Tools. It shows all the modem stats, as well as a bunch of other stuff. It also lets you remotely reboot the hub and works for STBs as well.
Agents are trained on power levels and what to look for, acceptable SNR and that sort of thing. They have tools for monitoring all of the statistics, BADGER for utilisation, Cardie for noise and all first line agents are trained to use them. Failing that, second line can log straight into the UBR.