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

Region Performance Metrics Introduction
.............................................................................................................................................3-34
P-14: LNP-Total Service Order Cycle Time (TSOCT)...............................................................3-36
Section 4: Section 4: Maintenance & Repair...................................................................................4-1
M&R-1: Missed Repair Appointments.........................................................................................4-1
M&R-2: Customer Trouble Report Rate ......................................................................................4-3
M&R-3: Maintenance Average Duration .....................................................................................4-5
M&R-4: Percent Repeat Troubles within 30 Days........................................................................4-7
M&R-5: Out of Service (OOS) > 24 Hours..................................................................................4-9
M&R-6: Average Answer Time – Repair Centers......................................................................4-11
M&R-7: Mean Time To Notify CLEC of Network Outages.......................................................4-12
Section 5: Billing...............................................................................................................................5-1
B-1: Invoice Accuracy .................................................................................................................5-1
B2: Mean Time to Deliver Invoices .............................................................................................5-3
B3: Usage Data Delivery Accuracy..............................................................................................5-5
B4: Usage Data Delivery Completeness.......................................................................................5-6
B5: Usage Data Delivery Timeliness ...........................................................................................5-7
B6: Mean Time to Deliver Usage.................................................................................................5-8
B7: Recurring Charge Completeness............................................................................................5-9
B8: Non-Recurring Charge Completeness..................................................................................5-10
Section 6: Operator Services And Directory Assistance .................................................................6-1
OS-1: Speed to Answer Performance/Average Speed to Answer - Toll ........................................6-1
OS-2: Speed to Answer Performance/Percent Answered with “X” Seconds - Toll........................6-2
DA-1: Speed to Answer Performance/Average Speed to Answer - Directory Assistance (DA).....6-3
DA-2: Speed to Answer Performance/Percent Answered within “X” Seconds - Directory Assistance
(DA) .......................................................................................................................................6-4
Section 7: Database Update Information.........................................................................................7-1
D-1: Average Database Update Interval.......................................................................................7-1
D-2: Percent Database Update Accuracy......................................................................................7-3
D-3: Percent NXXs and LRNs Loaded by the LERG Effective Date............................................7-5
Section 8: E911 .................................................................................................................................8-1
E-1: Timeliness............................................................................................................................8-1
E-2: Accuracy..............................................................................................................................8-2
E-3: Mean Interval.......................................................................................................................8-3
Section 9: Trunk Group Performance.............................................................................................9-1
TGP-1: Trunk Group Performance-Aggregate .............................................................................9-1
TGP-2: Trunk Group Performance-CLEC Specific ......................................................................9-3
Section 10: Collocation ...............................................................................................................10-1
C-1: Collocation Average Response Time..................................................................................10-1
C-2: Collocation Average Arrangement Time ............................................................................10-2
C-3: Collocation Percent of Due Dates Missed...........................................................................10-3
Section 11: Change Management...............................................................................................11-4
CM-1: Timeliness of Change Management Notices ...................................................................11-4
CM-2: Change Management Notice Average Delay Days..........................................................11-5
Version 0.06 vii Issue Date: June 4, 2002
CCCS 212 of 369