Operational and Network Quality Improvements

Solution
Icaro Tech Dash Analytics

Results
It was identified that the number of transfers, followed by the defective product manufacturer, were the key factors that impacted each fault’s time to resolve (MTTR) metric.

It was also possible to measure the impact of power outages (responsibility of the power distribution company).

It was identified that there were operational frauds to meet the SLAs.

• Loop redirections between groups to reset the SLA time;
• Groups that simply redirect tickets to each other (90%).