Field service technicians and network operations center (NOC) technicians can use record, report, and troubleshoot modems.
Scenario 1: Field technician
Using the mobile interface, a field technician can create a modem record information from an initial installation, referred to a base line or birth certificate. A field technician can also assess on-going issues and create additional modem records. While on site, the technician connects to the modem, collects samples, evaluates KPIs, and records pertinent information via the questions section of creating a modem record.
Existing modem records can be referenced to compare changes.
Scenario 2: NOC technician
A NOC technician can access ServAssure FieldPro from the Modem View application. In Modem View, the technician can find the device and view existing modem records. The NOC technician can also remotely connect to the device and create a new modem record.
Scenario 3: Supervisory check
From either the mobile or desktop interface, a supervisor can review modem records created by Field or NOC technician for accuracy, completeness, and adherence to standards.
Scenario 4: Historical/supervisory interactions
Modem records created by ServAssure FieldPro are exported to ServAssure® NXT Insight Views. From Insight Views, a supervisor can retrieve warehoused modem records and generate reports. For example the records of one technician for selected time range can be retrieved to evaluate performance based on installation and troubleshooting of a customer problem.
- Device type
- Device status or channel KPI metrics
- Survey question results