Felt Minutes
Two clocks per outage, the NOC’s and the customers’; close the gap you hear.
The job
Compares the minutes each network outage was logged for with the minutes customers actually felt it. Helps shrink the time customers still suffer after service is marked restored, and pays compensation based on the time customers felt.
The moment
In the weekly review, the team replays last month's network outage with sound. Each district plays a tone that goes out of tune when its customers are affected.
The district tones went out of tune 17 minutes before the network operations centre's alarm appeared. Customers noticed first.
The network team logged a 47-minute outage, but customers felt it for 5 hours 10 minutes, because 38% of homes needed to restart their router.
At the next outage, the team pushes a router restart as soon as service is restored. The tail shrinks to 35 minutes, and the night shift hears the tones settle 35 minutes after restore instead of five hours later.
What it does
- Log NOC times for an incident
- Push restart-your-router and draft the AI agent's status answer
- Run a re-provision batch
- Page a crew to a tail pocket
- Propose a credit on the felt window
- Reopen one district
- Send the monthly felt-minutes report
- Show a tail pocket's complaints
What you see
Two-clock incident strip for the huddle, plus a sonified district wall and a replay mode
What it moves
Minutes customers felt compared with minutes logged, per outage and per district, minutes still suffered after "restored", repeat contacts after restore, and credits paid based on the time customers felt.
Built for
- CX leaders & VoC
- Regulators & auditors
- Contact-centre operations
