Key Service Quality Measurement Definitions Sample Clauses

Key Service Quality Measurement Definitions. 9. Average Interval - Average number of business days between order Completed application date and actual work completion date. The application date is the date that a valid service request is received. Completion date is the field completion date noted on the Service Order. Includes "W" coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. -------------------------------------------------------------------------------- 10. % Completed within For POTS orders of 1 to 5 lines. The percentage of 5 business days - Total orders completed in 5 business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Includes "W" coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. Does not include coordinated cut-over orders, such as loop or number portability orders. -------------------------------------------------------------------------------- 11. % Missed Installation Percentage of all orders completed for which there Appointment - BA - Total was a missed installation appointment caused by BA. Excludes missed installation appointments caused by CLEC or end user, including required access not available during appointment interval. -------------------------------------------------------------------------------- o % Missed Installation Same as above, for orders that require the Appointment - Dispatch assignment of loop facilities, switching office equipment, or both. -------------------------------------------------------------------------------- o % Missed Installation Same as above, for orders that require Appointment - No switching translations work only. These Dispatch are primarily "feature orders". -------------------------------------------------------------------------------- 12. % Missed Installation Percentage of all orders completed for which there Appointment - Facilities was a missed installation appointment due to lack of BA facilities. -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 13. % Installation Troubl...
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Key Service Quality Measurement Definitions. Average Interval - Completed Average number of business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Completion date is the field completion date noted on the Service Order. Includes “W” coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. % Completed within 5 business days - Total For POTS orders of 1 to 5 lines. The percentage of orders completed in 5 business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Includes “W” coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. Does not include coordinated cut-over orders, such as loop or number portability orders. % Missed Installation Appointment - BA - Total Percentage of all orders completed for which there was a missed installation appointment caused by BA. Excludes missed installation appointments caused by CLEC or end user, including required access not available during appointment interval. % Missed Installation Appointment - Dispatch Same as above, for orders that require the assignment of loop facilities, switching office equipment, or both. % Missed Installation Appointment - No Dispatch Same as above, for orders that require switching translations work only. These are primarily “feature orders”. % Missed Installation Appointment - Facilities Percentage of all orders completed for which there was a missed installation appointment due to lack of BA facilities. % Installation Troubles within 30 Days Percentage of lines/circuits/trunks ordered for which a Network Trouble (Disposition Codes, 3, 4 and 5) is reported and found within 30 days of order completion. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), and troubles closed due to customer action. Trouble reports on unregulated services, such as Voice Messaging, are excluded.
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Key Service Quality Measurement Definitions. Repeat Trouble Reports within 30 days The percentage of network troubles (Disposition Codes 3, 4 and 5) cleared that have an additional trouble within thirty (30) days for which a network trouble (Disposition Codes 3, 4 and 5) is found. A “Repeat Trouble Report” is a trouble on the same line/circuit/trunk as a previous trouble reported within the last thirty (30) calendar days. A trouble report is not treated as a “Repeat Trouble Report” where the original trouble report was: trouble that had an originating disposition code of CPE (customer premises equipment—disposition codes 12 and 13); trouble that had an originating disposition code of Customer Action (disposition code 6); or, trouble that originally closed as a Front End Close-Out. A trouble report is also not treated as a “Repeat Trouble Report” where the repeat report is: a subsequent report (an additional customer call while the trouble is pending); customer provided equipment (CPE) trouble; trouble reported but not found (Found OK and Test OK); or, trouble closed due to customer action. Network Performance: % Common Final Trunk Blockage Measures the percentage of BA Common Final Trunk Groups that exceed the applicable blocking design threshold (either B.01 or B.005). Common Final Trunks: Common Final Trunks carry local traffic between BA end offices and the BA Tandem and between BA end offices. Does not include Common Final Trunks carrying only IXC traffic. Blockage: The system used to measure trunk performance is TNDS (Total Network Data System). Monthly trunk blockage studies are based on a time consistent busy hour. The percentage of BA trunk groups exceeding the applicable blocking design threshold (either B.01 or B.005) will be reported. For B.01 design, this is trunk groups exceeding a threshold of about 3% blocking. For B.005 design, this is trunk groups exceeding a threshold of about 2% blocking. BA may combine measurement data for PA and DE for this measurement. % Dedicated Final Trunk Blockage Measures the percentage of BA Dedicated Final Trunk Groups that exceed the applicable blocking design threshold (either B.01 or B.005). Dedicated Final Trunks: Dedicated final trunk groups carry local traffic from a BA Access Tandem to a CLEC switch. A dedicated final trunk group does not overflow. Does not include IXC dedicated trunks or Dedicated Final Trunks carrying only IXC traffic. Blockage: The system used to measure trunk performance is TNDS (Total Network Data System). Monthly trunk blocka...
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