Sprint

Sprint engaged Dynasty to deploy a new diagnostic tool for the Integrated Repair Operations Centers (IROC) to help the call center agents select the fix agency to which repair tickets should be routed. The Intelligent Ticket Routing (ITR) tool combines algorithms for fault isolation, reliability, and maintainability of models, and failure diagnostic experience in a distributed technology environment. Call center agents uses the ITR tool to isolate failures to quickly return the telecommunications service to normal service more cost effectively.

The ITR tool is intended to assist call center agents in routing trouble tickets to the most appropriate fix agencies. It provides troubleshooting direction to quickly solve telecommunications system faults that may be multiple, intermittent, repeating, or cross system in nature.

Key Benefits

This tool dynamically combines systemic knowledge, experiential knowledge, and factual (in-service reliability and maintainability) knowledge to:

  • Instantly advise call center dispatchers of the most likely cause for a fault
  • Automatically recommend the most appropriate fix agency
  • Provide expert direction in a time of diminishing skills and resources
  • Provide time and cost savings by reducing the number of trouble tickets dispatched to the wrong fix agency
  • Document diagnostic session automatically
  • Capture knowledge of expert call center dispatchers, engineers, and specialists
  • Simplify the addition and modification of diagnostic areas within the framework

Areas Enhanced

There are three primary areas that can be enhanced by the tool.

Shortening telecommunications system outages by:

  • Enabling the Marketing Service Repair Evaluator (MSRE) to resolve more calls directly, eliminating the need for further routing

Increasing efficiency and reducing maintenance costs by:

  • Routing to the correct fix agency initially, thus reducing maintenance delay
  • Providing fix agencies with information gathered from customer and automated tests
  • Increasing labor efficiency

Improving customer satisfaction by:

  • Fixing a problem the first time, determining the correct action / technician
  • Reducing elapsed time to fix the problem

Additional Savings

Dynasty and its tools provides an additional source of savings for Sprint by providing a solution to:

  • Reduce ratio of Service Engineering/Field Service resources to operator requests for maintenance assistance
  • Support Sprint plans by enhancing the Knowledge-Based solution
  • Support fix agency technicians
  • Identify areas of improvement by automatically collecting more specific data for each trouble ticket submitted