Node Health Within Cox ACOE’s Service Health Framework (2021)

By Shane Yates, Brian Stublen & Alexis Hwang, Cox Communications

The Service Health framework is a suite of analytic models designed to predict and prevent customer impacting issues, while improving overall service quality. While this framework includes a multitude of Network, Customer, Premise, etc. focused components, this project and abstract are focused on Node Health and improving the effectiveness of the workforce that operates the HFC network, the Field Network Technician (FNT).

The FNT group is responsible for responding to all network impacting events, restoring customers’ services, and performing proactive network maintenance to prevent issues before they occur.

Previously, this work was created through a combination of rules-based telemetry processing and manually generated events. While this approach provided insight into clear rules violations regarding customer service availability, performance, and utilization, it was both limited in its ability to find novel patterns impacting customers and in its effectiveness with prioritizing work based on the potential impact to customers.

However, through the Node Health Framework, Cox can analyze thousands of combinations and permutations of RF patterns that may impact customer’s services now and into the future. Additionally, this framework uses the predicted impact to prioritize work, both daily at a macro-level and hourly at a micro-level. As a result, FNTs have increased the volume of proactive network maintenance, prevented thousands of customer impacting events, reduced transactions to record low levels (note: Cox has attributed a 10%-15% reduction in transactions from the Node Health initiatives), and radically improved customer service quality.

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