Quality of Service Parameters and Target Values (1) Customer Service (Fixed and Mobile Service)

Transcription

1 Quality of Service Parameters and Target Values (1) Customer Service (Fixed and Mobile Service) Definition (a) IVR initial response time (b)initial human operator response time after the IVR system refers the call for operator assistance The definition applies across all categories of customers operators may have Computation (Periods of measurement one month and one quarter ) CS1: Response time for Operator Service (Call centers) (a) Number of calls answered within 10 seconds as a percentage of all calls received (b) Number of calls answered within 40 seconds as a percentage of all calls referred for operator assistance Per ETSI EG (a) >95% (b) >85% CS2: Response time for directory enquiry service(fixed operators only) Percentage of calls answered >90% in 40 seconds The duration from the instant when the address information required for setting up a call is received by the network (e.g. recognized on the calling user's access line) to the instant the human operator or an equivalent voice-activated response system answers the calling user to provide the number information requested. = (Total no. of calls answered within that specified time / Total no. of calls dialed for a particular service)*100% Per ETSI EG Proposed Target 1

2 (a) The proportion of bills resulting in a customer complaining about the correctness of a given bill. A bill complaint is a complaint that an account is inaccurate either due to incorrect call data used, incorrect charging rate, services are billed incorrectly, call discounts, credits or debits are handled incorrectly, or the total charge including tax is calculated incorrectly. (b) The proportion of prepaid accounts resulting in a customer complaint about the correctness of its credit or the charges made Time taken for a service provider to resolve a complaint. (Resolution means responding to a complaint in customer) a manner acceptable to the CS3: Bill Correctness complaints (a) Postpaid subscribers Number of bills resulting in a customer complaint as a percentage of the total number of bills issued during the most recently completed billing cycle (b) Prepaid subscribers Number of credit complaints as a percentage of the number of active prepaid subscribers during the month per ETSI EG CS4: Bill Correctness Complaints Resolution time (a) Postpaid subscribers Number of complaints resolved within (i) 7 days (ii) three month (iii) six months from the date of complaint as a percentage of the total number of complaints received (a) < 0.1% (b) < 0.1% (a) (i) 90% (ii) 90-95% (iii) % (b)100% with one day (b) Prepaid subscribers Number of credit complaints as a percentage of the number of active prepaid subscribers during the month (Complaints received within 24 hours of the incident only to be considered in the computation) Per ETSI EG Table No. 1 2

3 (2) Fixed Telephony Definition The duration from the instant a valid service order being received by a direct service provider to the instant a working service is made available for use. This includes cases where a new access line is installed; an existing access line is taken over by another customer; an upgrade on the existing line. A fault report is a report of disrupted service or degraded service that is made by a customer and is attributable to the network of the service provider or any interconnected public network, and that is not found to be invalid. (Faults of equipment not provided by the operator are excluded.) The duration from the instant a fault has been notified by the customer to the service provider to the instant when the service has been restored to the normal working order. (Faults of equipment not provided by the operator are excluded.) The percentage of calls that are successfully setup to a valid number, properly dialed and where called party busy tone, ringing tone or answer signal or switched off condition is recognized at the Network Termination Point of the calling user. (For both local and international calls) A successful call attempt is defined as complete if maintained until it is released intentionally by the called or calling party. Computation (Periods of measurement one month and one quarter ) FT1: Supply time for initial connection Percentage of orders completed within (i) 7 days (ii) one calendar month Measurement to be made according to ETSI EG FT2: Fault Report Rate Number of faults reported per 100 subscribers The number of subscribers to be taken as the number at the end of the reporting period. per ETSI EG FT3: Fault Repair Time Number of faults cleared as a percentage of faults reported within (i) 24 hours of reporting (ii) 48 hours of reporting per ETSI EG FT4: Call Setup Success Rate (Calls Established / Total Call Attempts)* 100% FT5: Call Completion Ratio (Number of intentionally terminated calls) / (number of successful call attempts)*100 (i) 70% (ii) 100%. Proposed Target <8 for wireline <4 for fixed wireless (i) Wireline > 70% Wireless > 75% (ii) Wireline > 85% Wireless > 90% (i) Wireline >99% (ii) Wireless > 95% >99% 3

4 per ETSI TS V1.2.1 ( ) FT6: Point of Interconnection (POI) Congestion (on individual POI) The ratio of outgoing calls failed over the POI (between two operators/licensees) due to unavailability of free circuits to the total call requests for seizure of POI circuit (a) A telephone exchange equipment is unavailable when there are exchange faults such as those related to switching or transmission. (b)availability of the distribution circuits from the exchange to the distribution point, including the fibre, copper, access multiplexers and any other access equipment where applicable. Total outgoing calls cropped at POI/ Total outgoing calls offered at POI x 100% FT7: Network Availability (a) Availability Calculation is based on inputs obtained from all local switches. Outage time includes software and hardware faults. { Sum [ (Per local switch inservice minutes in a month) / (per local switch in-service minutes in a month + per local switch outservice minutes in a month)] } x 100% (b) Calculation: { Sum [ (Per distribution circuit in-service minutes in a month) / (per distribution circuit in-service minutes in a month + per distribution circuit outservice minutes in a month)] } x 100% <1% (a) >99.9% (b) > 99.85% Table No. 2 4

5 (3) Mobile Telephony Definition Measurement (Periods of measurement one month and one quarter ) MT1. Call Drop Rate (Dropped Call Ratio) A percentage of calls that are unintentionally This shall include calls disconnected in the middle of the dropped due to failure of conversation without the intervention of the handover, signal loss and calling and called parties. network congestion. < 5 % Proposed Target Computational Methodology: (Total Calls Dropped / Total Calls Established) x 100 Per ETSI EG MT2. Call Setup Success Rate The percentage of calls that are successfully (Calls Established / Total Call >95% setup to a valid number, properly dialed and Attempts)* 100% where called party busy tone, ringing tone or answer signal or switched off condition is recognized at the Network Termination Point of the calling user. (For both local and international calls) MT3. Point of Interconnection (POI) Congestion (on individual POI) The ratio of calls failed over the POI (between two operators/licensees) due to unavailability of free circuits to the total call requests for seizure of POI circuit. Percentage of time for which the network is available. Planned outages where affected customers are notified in advance should be ignored. Total Calls Dropped at POI/ Total Calls Offered at POI x 100% MT4. Network Availability Computational Methodology: 100 Sum{( outage cell minutes of incidents higher than 15 minutes each)/(total network cell minutes)*100} Where, cell minutes = no. of cells* minutes <1% >99% 5

6 The percentage of test route over which minimum on-street signal strength is achieved as follows: GSM: -92, -95 dbm UMTS: -100dbm, -102 dbm MT5. Geographic Service Coverage Operators shall provide drive tests measurement made as per ETSI EG for a given route. No target specified at this stage Operators shall submit (i) drive test results and (ii) coverage maps according to the levels specified in the definition Table No. 3 6