The Service Quality Management program at AT&T is improving the network experience for our customers. This program transforms how we manage our network.
Researchers at AT&T Labs work with our network engineers to learn about the experiences of our customers. They try to see the network the way customers see it.
To do this, they measure our network quality from nearly 2 billion data points every day. They analyze this data using proprietary technologies, invented at AT&T Labs, to learn what can hurt our customers’ experiences on our network. With this program, our decisions are smarter. Our response is faster.
Some technologies we invented are:
- TONA — short for Tower Outage and Network Analyzer. It measures the impact of network problems, so we can prioritize what to fix first. So far we have improved our ability to identify customer impact by 59 percent when using TONA.
- ARGUS — watches for unusual drops in service performance. It also helps us understand how to resolve network issues faster.
- Mercury — monitors the health of the network after an engineer has done maintenance. Think of how you use a thermometer to see if you still have a fever.
- MINT – maps how traffic (or customers) are carried over the network. It acts as the service path for the network.
We are mobilizing a world that works for people. However, it starts with the best network experience, and our Service Quality Management program is doing just that.