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.

By clicking the "Download Paper" button, you are agreeing to our terms and conditions.

Similar Papers

How Cox Communications Implemented an Expert System for Service-First Autonomous Operations
By Dave Norris, Cox Communications
2021
Modernizing Cox Communication’s Access and Aggregation Network Infrastructure for Remote PHY Deployment
By Deependra Malla, Cox Communications Inc.
2021
The Cox National Backbone: Building A Scalable Optical Network For Future Applications And Network Evolution
By Dan Estes, Cox Communications and Gaylord Hart, Infinera
2008
DWDM Access for Remote PHY Networks Integrated Optical Communications Module (OCML)
By Harj Ghuman, Cox Communications
2017
The Road to 10G: Migrating Today’s HFC Network to Meet Tomorrow’s Demand
By Mike Cooper, David Job & Bill Wall, Cox Communications
2021
FTTx PON Architecture Considerations: Distributed Optical Taps
By Brian Yarbough, Cox Communications, Inc
2021
MSO’s Health Over Cable: The Ways We Can Add Value
By Mark Bugajski, Paul Moroney, ARRIS
2017
Cable and Mobile Convergence: A Vision from the Cable Communities Around the World
By Jennifer Andréoli-Fang, PhD, CableLabs; John T. Chapman, Ian Campbell, & Mark Grayson, Cisco; Ahmed Bencheikh, Praveen Srivastava & Vikas Sarawat, Charter Communications; Drew Davis & Paul Blaser, Cox Communications; Damian Poltz & Dave Morley, Shaw Communications; Eduardo Panciera, Telecom Argentina; Philippe Perron, Sylvain Archambault, Eric Menu, Géraldine Trouillard & David Lagacé, Videotron; Gavin Young & Bruno Cornaglia, Vodafone
2020
On the Road to 10G - Converged Access Platform for HFC & Ultra Long NGPON2
By Harj Ghuman, COX Communications
2021
Operational Considerations and Optimization of OFDM Deployments
By Christopher Topazi & Michael Cooper, Cox Communications
2018
More Results >>