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Almost impossible wired full#
In reality, even if a CSR had all the device statistics and settings, a support call - be it troubleshooting or otherwise - could be significantly expedited if the CSR had access to a full set of data. A CSR dashboard not only needs to adapt to support various subscriber device capabilities, but it also should be configured to provide different dashboards for different user groups. Much like network operations, these different tiers have differing needs and security requirements.
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In a typical service provider’s organizational structure there are multiple tiers of support representatives. Creating a Better CSR Dashboard with Subscriber-Aware Network Intelligence In many cases, these root causes can even be resolved remotely without affecting the user experience or requiring a truck roll. However, augmenting this edge intelligence with network level visibility can provide sophisticated insights, enabling for example a customer service representative (CSR) to determine if issues are caused by WiFi congestion, a localized outage, or low negotiated speeds between the access point and the mobile device. The Broadband Forum TR-069 protocol provides a wealth of data and a more holistic overview of the subscriber network than piecing together metrics from diverse streams of information, such as statistics from the CMTS, bandwidth consumption records, or the subscriber provisioning stack. Without having visibility within the home, it is almost impossible to determine the root cause of the customer’s issue. Subscriber-Aware Network IntelligenceĪnalysts currently project there are over 7.9 billion wireless devices connected to the Internet today. In this series, we will cover how this new industry landscape impacts customer service issues and how this challenge is an opportunity for CSPs to launch new services.