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TechExpert is an expert system for expert results and exceptional
technician productivity. By "pushing" trouble data down to the technician
terminal in an easy-to-use English language format, supervisors
and/or management can implement a rules-based workflow that provides
consistent decision-making throughout the corporate workforce.
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The TechExpert expert system inference
engine captures the "most experienced" technicians knowledge
base for use by an entire workforce reducing training requirements
for new or temporary hires while at the same time offering the
ability to modify the business rules for specific workgroups
or changing workflows. TechExpert's open architecture provides
and interface with current legacy systems while being flexible
enough to accommodate future applications and systems including
dispatch systems, GIS mapping systems, systems to support the
CLEC operations, etc. |
| TechExpert
works in conjunction with CyberObject’s ICAS for a comprehensive
“Receipt-to-Clear” solution. |
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| In conjunction with CyberObject's
Intelligent Customer Advocate System -- ICAS and the Footprint
Database, TechExpert is designed to deliver the right data to the
right place at the right time for installation and repair technicians
offering a complete "receipt to clear" solution. ICAS offers
a comprehensive trouble receipt and screening solution and gathers
information from the customer in an interactive fashion and
calculates the Expected Trouble Location -- ETL. Information
captured during the trouble receipt and screening process is
stored in the Footprint Database. This information greatly enhances
the technician's ability to clear troubles quickly. |
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Expected
Trouble Location – ETL
Expected Trouble Resolution - ETR |
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TechExpert
- makes decisions based on expert system business
rules
- interfaces with multiple legacy host applications
- captures data for the Footprint Database
- offers extensive analysis and reporting
- delivers user-friendly information to the
technician
- calculates the Expected Trouble Location
- ETL
- calculates the Expected Trouble Resolution
-- ETR
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TechExpert is based on industry standard
components that are incorporated in an easy-to-use application
that can be implemented on a wide variety of terminals that
interface with the TechExpert server and Footprint Database. The
work to be performed is displayed in a logical flow and is designed
for ease-of-use by simply inputting items or choosing from user
designed multiple-choice selections. Behind the scenes, the
TechExpert server makes the translation of this input into the
coding required by the legacy applications. TechExpert can be implemented
on a wide variety of technician terminal's that support a browser.
Terminals types include the new wireless PDA devices and cellular
devices that support browser capabilities. |
| TechExpert
supports a wide variety of terminal types including wireless
PDAs |
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TechExpert Components
| TechExpert Dispatch Monitor Module
(DMM) -- TechExpert continually monitors the dispatch pool through
the TechExpert DMM to reflect changing conditions. All dispatched
technicians are assured the current condition of troubles based
on continuous monitoring of the dispatch load by TechExpert. This
monitoring eliminates the need for technicians to perform tests
at the time of dispatch. TechExpert also will monitor and ensure
that the closeout disposition matches the Expected Trouble Resolution
-- ETR eliminating the "quick fix" technician technique of changing
a pair when no trouble was found. |
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TechExpert
Dispatch Monitor continually monitors dispatch pool |
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TechExpert Service Order
Module (SOM) - SOM works in conjunction with the TechExpert DMM
to ensure efficient, correct and complete execution of service
orders. TechExpert correlates installation troubles and repair
troubles by Allocation Area to consolidate dispatches and improve
the efficiency of technicians per dispatch. The TechExpert SOM
also provides quality assurance of service performed and for
flow-through orders after the services is performed whether
or not the technician is involved in any or all of the work
performed. The "line signature" of service at the time of installation
is captured and stored by the TechExpert Service Order Module in
the Footprint Database for use when future trouble exists and
to help pinpoint the ETL and ETR. Service Order information
is also stored in the Footprint Database for analysis and reporting. |
| TechExpert
Service Order Module improves efficiency of technician |
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TechExpert Footprint Database -- All data related
to troubles are recorded in the CyberObject TechExpert Footprint
Database during the process of trouble receipt, screening
and monitoring. The Footprint Database allows for:
- Access to data from various host systems
without initiating multiple legacy host transactions
- Reporting using Exacted Information
Systems -- EIS for standard reports and ad hoc queries
- Data availability for technician and
management when legacy host and communication links are
down
- Correlation of data to determine trends
and to isolate "hot spots" for specific action plan
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TechExpert
Footprint Database stores data to improve Receipt-to-Clear |
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TechExpert Summary
TechExpert provides access to existing host systems
with an open architecture standard platform. The easy-to-use TechExpert
graphical user interface -- GUI enables access to a powerful and
flexible expert system providing ETL, ETR, data correlation and
efficient workflow in a consistent rules-based environment. TechExpert
captures and stored information in the Footprint Database for future
analysis. The benefits of TechExpert are realized through improved
technician productivity and consequently, reduced outage time for
customers.
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