Bright House Networks Information Services ... - AT&T Clec Online

Region Performance Metrics Introduction
Contents
Section 1: Operations Support Systems (OSS)................................................................................1-1
OSS-1: Average Response Time and Response Interval (Pre-Ordering/ Ordering) .......................1-1
OSS-2: Interface Availability (Pre-Ordering/Ordering) ................................................................1-5
OSS-3: Interface Availability (Maintenance & Repair) ................................................................1-7
OSS-4: Response Interval (Maintenance & Repair)......................................................................1-9
PO-1: Loop Makeup - Response Time – Manual........................................................................1-11
PO-2: Loop Make Up - Response Time - Electronic ..................................................................1-13
Section 2: Ordering ..........................................................................................................................2-1
O-1: Acknowledgement Message Timeliness...............................................................................2-1
O-2: Acknowledgement Message Completeness ..........................................................................2-3
O-3: Percent Flow-Through Service Requests (Summary) ...........................................................2-4
O-4: Percent Flow-Through Service Requests (Detail).................................................................2-6
O-5: Flow-Through Error Analysis ..............................................................................................2-9
O-6: CLEC LSR Information.....................................................................................................2-10
LSR Flow Through Matrix.........................................................................................................2-11
O-7: Percent Rejected Service Requests.....................................................................................2-14
O-8: Reject Interval ...................................................................................................................2-16
O-9: Firm Order Confirmation Timeliness .................................................................................2-19
O-10: Service Inquiry with LSR Firm Order Confirmation (FOC) Response Time Manual........2-22
O-11: Firm Order Confirmation and Reject Response Completeness .........................................2-24
O-12: Speed of Answer in Ordering Center................................................................................2-26
O-13: LNP-Percent Rejected Service Requests ..........................................................................2-27
O-14: LNP-Reject Interval Distribution & Average Reject Interval............................................2-29
O-15: LNP-Firm Order Confirmation Timeliness Interval Distribution & Firm Order Confirmation
Average Interval....................................................................................................................2-32
Section 3: Provisioning.....................................................................................................................3-1
P-1: Mean Held Order Interval & Distribution Intervals...............................................................3-1
P-2: Average Jeopardy Notice Interval & Percentage of Orders Given Jeopardy Notices .............3-3
P-3: Percent Missed Installation Appointments............................................................................3-5
P-4: Average Completion Interval (OCI) & Order Completion Interval Distribution....................3-8
P-5: Average Completion Notice Interval ..................................................................................3-11
P-6: % Completions/Attempts without Notice or < 24 hours Notice ...........................................3-13
P-7: Coordinated Customer Conversions Interval.......................................................................3-15
P-7A: Coordinated Customer Conversions – Hot Cut Timeliness% Within Interval and Average
Interval..................................................................................................................................3-17
P-7B: Coordinated Customer Conversions – Average Recovery Time .......................................3-19
P-7C: Hot Cut Conversions - % Provisioning Troubles Received Within 7 days of a completed
Service Order........................................................................................................................3-21
P-8: Cooperative Acceptance Testing - % of xDSL Loops Tested..............................................3-23
P-9: % Provisioning Troubles within 30 days of Service Order Completion...............................3-25
P-10: Total Service Order Cycle Time (TSOCT)........................................................................3-28
P-11: Service Order Accuracy....................................................................................................3-30
P-12: LNP-Percent Missed Installation Appointments................................................................3-32
P-13: LNP-Average Disconnect Timeliness Interval & Disconnect Timeliness Interval Distribution
Version 0.06 vi Issue Date: June 4, 2002
CCCS 211 of 369