Ticket Intelligence
Critical • SII 92 • 4,096 subs
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AI Investigation Timeline & Summary
Follow how AI transformed network signals into an actionable incident.
Follow how AI transformed network signals into an actionable incident.
AI Correlation Active
AI Summary
AI detected a network anomaly, correlated 23 customer complaints, identified the likely root cause with 94% confidence, and assigned the ticket automatically.
Incident Board
Grouped by workflow status for faster triage and resolution.
In Progress
5 Incidents
Critical
High
Medium
Low
Escalated
1 Incident
Critical
Waiting for Validation
1 Incident
Medium
Monitoring
1 Incident
Low
Resolved
1 Incident
Medium
Incident Details (TKT-4821)
Network alarm triggered
VoLTE drop rate exceeded 8% threshold on Cell 4A-North. Anomaly detection flagged 14 min before NOC awareness.
14:03 · 36 min ago
23 dropped pins ingested
Customer reports correlated to same geo-cell. Ticket TKT-4821 auto-created. 3 similar tickets clustered.
14:09 · 30 min ago
NetScout IMSI trace requested
Automated API call to NetScout for 1,247 affected IMSIs. Packet capture analysis in progress.
14:11 · 28 min ago
LLM root cause: RAN config drift
94% confidence. Suggested fix: revert eNB parameter set #4821 to last known-good. Next steps generated.
14:17 · 22 min ago
Auto-routed → RAN Ops team
Ticket assigned to RAN Ops with full context. SLA clock: 30 min. Engineer acknowledged.
14:19 · 20 min ago
| Ticket | TKT-4821 · VoLTE drop spike — Cell 4A-North |
|---|---|
| Origin | 3 Customer Complaints + 23 Dropped Pins clustered automatically |
| Impact | 1,247 subscribers at risk · 26 customer signals linked |
| Cause | RAN config drift · 94% confidence |
| Next step | Revert eNB parameter set #4821 to last known-good |
| Owner | RAN Operations · 30-minute SLA |
| Status | In progress |
14:11:03 [TRACE-REQ] Submitted IMSI trace for 1,247 subscribers on Cell 4A-North
14:11:07 [NETSCOUT] Probe session initiated · eNB-4821 · EARFCN-2850
14:12:14 [CAPTURE] PDCP layer data captured · 847MB RTP/RTCP packets
14:13:02 [ANALYSIS] RRC reconfiguration loop detected
14:16:48 [LLM-RCA] Root cause confirmed: RAN config drift · 94% confidence
14:11:07 [NETSCOUT] Probe session initiated · eNB-4821 · EARFCN-2850
14:12:14 [CAPTURE] PDCP layer data captured · 847MB RTP/RTCP packets
14:13:02 [ANALYSIS] RRC reconfiguration loop detected
14:16:48 [LLM-RCA] Root cause confirmed: RAN config drift · 94% confidence
AI Complaint Resolution Pipeline
Four automated, configuration-driven stages that transform network complaints into actionable support tickets.
Four automated, configuration-driven stages that transform network complaints into actionable support tickets.
Collect Events
Unify tickets and dropped pins into a single event stream.
Layer 1
Correlate Events
Group related incidents and detect missing or orphaned network events.
Layer 2
Analyze Root Cause
Automatically retrieve NetScout traces and identify the most likely root cause using AI.
Layer 3
Create & Route Ticket
Enrich the incident, generate the support ticket, and route it to the appropriate team.
Layer 4
Correlated Complaints • Last 24h
87% correlation rate
↓ −1%vs. last weekview trend →
Iconclusive • No Alarm Matched
168
13% · returned to standard queue
↑ +5ppvs. last weekview trend →
Silent Churners Revealed • Last 24h
43,623
32× the complaint volume
↑ +3%vs. last weekview trend →
Active Auto-Created Tickets
5
Proactive • No Complaints
↑ +1ppvs. last weekview trend →
Average Correlation Confidence
91%
serving-window matched
↑ +1ppvs. last weekview trend →
Most Impacted Cells
Cells affecting the highest number of subscribers during the period.
Cell & SiteRoot-Cause Alarm & ConfidenceSubscribersComplaintsTickets
Subscribers Requiring Attention
Customers experiencing repeated service degradation, including reported complaints and silent impacts.
TypeMCCMNC / MSINIMSI suffixLocationExposures
Correlation Confidence
Confidence distribution across the last 1,284 correlated tickets.
64%
23%
13%
1,284
tickets
High confidence (90–100%)821 (64%)
Medium Confidence (70–89%)295 (23%)
Inconclusive · no alarm matched168 (13%)
AI Enrichment Feed
Live stream of AI-generated enrichments, including ticket context, customer impact, and correlation updates.
14:12
Silent
271 Impacted Subscribers linked to the Root-Cause Cell
14:11
Auto-CreatedSOFT-20572
Ticket created from Correlated Alarms
14:09
CorrelatedCX-100483
Dropped Pin correlated with a RAN performance alert
14:05
CorrelatedCX-100400
Dropped Pin correlated with a RAN performance alert
Ticket Details
43,623
Silent churners revealed
32× complaint volume · no CX ticket filed
17
Actioned this session
of 214 subs on affected cell · 8% contacted
168
Inconclusive correlations
13% of today's tickets · insufficient trace data
#IMSITypeCityExposureTenureEst. ARPUChurn scoreLast fault cell
1
311480••••••204
Complaint
Brooklyn6 sessions8 yr$94/mo
0.90
Cell 4A-North
6 drops • contract ends 22d • high ARPU • High churn risk
ComplaintTKT-4821
VoLTE Drop Spike · Cell 4A-North · RAN config drift
2
311480••••••019
Complaint
Manhattan5 sessions3 yr$67/mo
0.87
Cell 4A-North
Chronic • 3 incidents / 14d • sub-1 Mbps • High churn risk
ComplaintTKT-4821
VoLTE Drop Spike · Cell 4A-North · RAN config drift
3
311480••••••731
Silent
Queens4 sessions6 yr$81/mo
0.81
MAN-CHE-088
No ticket filed • inferred from 4 network-degradation events • High churn risk
Auto-CreatedSOFT-20544
S1 Signaling Link Down · MAN-CHE-088 · auto-detected
4
311480••••••457
Complaint
Bronx3 sessions5 yr$58/mo
0.72
MAN-MID-217
Detractor • competitor port lookup last week • Medium Churn Risk
ComplaintTKT-4826
Bearer Drops · MAN-MID-217 · GTP tunnel resets
5
311480••••••882
Auto-Created
Newark3 sessions2 yr$49/mo
0.68
BKN-WBG-051
No ticket filed • 3 degraded sessions detected silently • Medium Churn Risk
Auto-CreatedSOFT-20548
RRC Failure · BKN-WBG-051 · auto-detected
6
311480••••••330
Complaint
Jersey City2 sessions4 yr$72/mo
0.61
Cell 4A-North
2 complaints in 30d • loyalty customer • Medium Churn Risk
ComplaintTKT-4821
VoLTE Drop Spike · Cell 4A-North · RAN config drift
7
311480••••••118
Silent
Brooklyn2 sessions7 yr$88/mo
0.59
MAN-CHE-088
Long-tenure high-ARPU subscriber • no complaint • inferred churn signal
Auto-CreatedSOFT-20544
S1 Signaling Link Down · MAN-CHE-088 · auto-detected
Incident Details
Degraded clusters
5
across US coverage areas
↑ +2vs. last weekview trend →
Impacted subscribers
11,864
312 high-value (ARPU >$80) • RAT: LTE 68% • NR 32%
↑ +8%vs. last weekview trend →
ARPU at risk
$2.1M
/month across all clusters
↑ +$180Kvs. last weekview trend →
CRM list generated
312
High-value → retention
↑ +24vs. last weekview trend →
Overall voice NPS proxy
+38
+4 pts vs. last month
Sessions scored today
1.2M
VoLTE + VoWiFi
Poor experience (< 2.5)
3.8%
45,600 sessions
Churn risk flagged
892
Heavy poor-voice users
Voice NPS proxy by dimension
LiveAccess type
Network vendor
Zone
Session quality score distribution
MOS-equivalent score per SIP+RTP session · 1.2M sessions scored today
Top churn-risk — heavy poor-voice users
892 flagged| Subscriber | Score | Sessions | Root cause | ARPU |
|---|---|---|---|---|
| MSISDN ···4821 | 1.4 | 47 | Vendor C · VoLTE | $112 |
| MSISDN ···7734 | 1.7 | 39 | Cell 4A-N · RAN | $98 |
| MSISDN ···2290 | 1.9 | 31 | Rural · VoWiFi | $87 |
| MSISDN ···5512 | 2.1 | 28 | Vendor C · VoLTE | $74 |
| MSISDN ···8841 | 2.2 | 22 | Cell 12B-E · RAN | $68 |
All flagged subscribers exported to CRM for proactive outreach