The present application describes a network interface device that acts as an interface between a network service provided by a network service provider and one or more network access devices associated with a particular location and/or entity.

Outage detection in a cloud based service is provided using usage data based error signals. Usage data is collected from component of the cloud based service or client devices of the cloud based service based on customer actions on the cloud based service. The usage data is aggregated and normalized to generate an error signal from errors generated from a component of the cloud based service. An outage is detected from the error signal. An alert that includes information associated with the outage and one or more customers impacted by the outage is generated.

Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.

A system, an alternative system, and a computer readable storage medium, for a power outage notification system that proactively manages communication of power outage alerts messages to customers of a power distribution system. Wireless communications between smart meters at the edge of an electrical power distribution network and a proactive outage alerts processing engine at an outage alerts notification information processing system facilitate management of communications of power outage alerts messages to customer communication devices. Power outage alerts messages can be communicated to customers using email messaging, text messaging, and voice mail messaging.

Methods, apparatuses and systems for diagnosing network anomalies and allocating repair resources in a computer network receive network anomaly reports (NARs) from a group of customers. Each NAR specifies a network anomaly observed by a customer at a network endpoint. Each NAR is entered into a database and associated in the database with attributes including at least one customer attribute associated with the sender of that NAR or network attribute associated with the network anomaly specified in that NAR. A time period is detected during which the difference between an aggregate number of NARs received within that time period and a baseline number of NARs received during prior time periods of substantially identical duration exceeds a threshold. The attributes associated with the NARs received during the time period are analyzed to identify a network anomaly specified in those NARs. Repair resources are further preferentially allocated to the identified network anomaly.

Embodiments detect issues in an outside plant utilizing a connectivity trail that indicates network elements (NEs) starting at the headend and ending at a distribution tap that serves one or more customer premise devices associated to a customer account. Embodiments determine a failed NE that serves the highest number of customers for which a trouble is reported to a ticketing system. Embodiments avoid reporting downstream child NEs that may be performing poorly due to the upstream failed parent NE. Embodiments associate the one or more customer premise devices, and a customer account with respective NEs of the connectivity trail, perform operational metric tests to determine whether a customer premise device associated with a customer account has failed, determine when an NE of the connectivity trail has failed. Embodiments also include rebooting the failed NE and/or notifying a ticketing system accordingly.

A method, system, and computer-readable medium are provided for providing a customer call analytics system for analyzing network events. In embodiments, customer calls from a mobile device to a network's customer care organization are an indication that a network event has occurred. An address associated with a user of the mobile device is identified. The network event is attributed to a base station associated with the address. Events associated with the base station are aggregated. A normal value for calls is determined based on historical data. A threshold value is set based on customer calls in excess of the normal value for the base station. A severity level is associated with the threshold value. The severity levels are monitored and tickets for network services are created and prioritized.

An approach is provided in a service desk detects a current computer resource outage and identifies applications corresponding to the computer resource outage. The service desk uses historical service request entries to match the identified applications to users previously inquiring about the applications and, in turn, sends notifications to the users regarding the computer resource outage.

A method for dynamic incident management for a computer infrastructure includes: receiving, via a network interface, end-user experience data associated with a plurality of end-user devices; storing the end-user experience data for a corresponding end-user device in an infrastructure database node corresponding to a location of the of the end-user device; upon determining that the end-user experience data for the corresponding end-user device indicates a latency issue at the end-user device, traversing the corresponding infrastructure database node to determine whether a threshold number of latency issues have occurred at the location within a defined time period; when the threshold number of latency issues have occurred, mapping the latency issues to a system performance alert received within a mapping time threshold as a potential root cause; and triggering the execution of response instructions based on the potential root cause.

In an embodiment, a method is performed by a middleware computing platform and includes maintaining an active user pool comprising a plurality of servicing users. The method also includes exposing a service request interface to a plurality of user-to-user service platforms. The plurality of user-to-user platforms provide independent computing environments that separately execute user-to-user service workflows for requesting users. The method further includes receiving, via the service request interface, a plurality of service requests each from one of the plurality of user-to-user service platforms. In addition, the method includes automatically assigning one or more of the plurality of service requests to a target servicing user of the plurality of servicing users based at least in part on information associated with the service request and availability of the target servicing user. The method also includes exposing a service provider interface to the target servicing user. Furthermore, the method includes displaying, on the service provider interface, one or more service events respectively corresponding to the one or more assigned service requests.