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Trouble Reporting is tightly integrated with the i - Lynx
billing software and the Plant Records module. Trouble Reporting
allows tickets to be initiated through the Trouble
Reporting module or the i - Lynx customer inquiry process. This
integration greatly reduces entry time and improves data
accuracy. Trouble tickets may be opened on any service type;
phone, internet, video, etc. Your technicians have the ability
to view the customer's services, carrier information, and other
miscellaneous information right from the trouble ticket or the
software itself. Customer contact personnel will have the option to email the open
trouble tickets to their technicians. The email feature allows
entry of additional email recipients and the capability of
adding additional message text. A special feature exists that
allows the sharing and tracking of trouble tickets with
interconnected local and long distance carriers, for
those issues that require repair by an external
source, typically the incumbent. It's a wonderful tool for tracking
problems outside of your jurisdiction!
A history of past troubles is printed on new tickets, greatly
assisting the technicians when diagnosing current problems.
Users with access to i - Lynx can optionally initiate,
change, or close tickets without accessing the Trouble Reporting
module directly. When performing an inquiry on an open ticket,
the affected billable service ID is displayed in red, which is
easily identified when accessing a particular account.
Multiple reports are available through Trouble Reporting such
as, all calls by service type, by cable pair, by employee, by
trouble type, report of open tickets, out of service, repeat
calls. A summary report allows yearly comparisons. The reports
are valuable tools for identifying possible issues with
particular plant, they also allow you to track average time to
close tickets by employee, which can assist with scheduling.
Other benefits are the ability to provide reports that may be
required by your PUC. |
