1. Query and Statistics Optimization Manual of CSC-V 7.4.5 & V7.4.6
GCSC
Business Planning Section

2. Content
Content
Function Description and Operation Guidance

3. Query Statistics Optimization Content
V7.4.5
Classification of Query and Statistics
Change of Current Query Statistical Fields
Adding Statistical Function of “Ratio of On-site Support Ticket Resolved at one time”
Adding Statistical Function of “Impact Duration”
Adding the Function of Callback Ticket Search
Adding “Outsourced Equipment Problem Handling Ticket Search”
Adding “Outsourced Equipment Service Evaluation Search”
Optimizing Query and Staticstical Functions
V7.4.6
Outage Info Search

4. Optimized Function Description and Operation Guidance - 1
Optimized Function Description and Operation Guidance - 1. Classification of Query & Statistics
Query statistics is classified into two categories for your quick search.
Please search in the corresponding category, e.g., go to “Public Query” for quick search, advanced search and operation tracking, and go to “Public Statistics” for other statistical tables.
Old Version
Version 7.4.5

5. Optimized Function Description and Operation Guidance - 1
Optimized Function Description and Operation Guidance - 1. Classification of Query & Statistics
Tips:
You can also input the keywords in Query Criteria to quickly get the query statistics function you need.

6. Optimized Function Description and Operation Guidance - 1
Optimized Function Description and Operation Guidance - 1. Classification of Query & Statistics
Tips:
Click Customize in the item of Operation and then click Save. The system provides two share types: Private and Public.
Public function will share your customized form in “Public Query” with all the users with query & statistics rights.
Please try to use Private and share the customization with related personnel only.
Please DO NOT select Public if the customization does not need to be open to all the users.

7. Optimized Function Description and Operation Guidance - 1
Optimized Function Description and Operation Guidance - 1. Classification of Query & Statistics
If you need to change the shared personnel, please find the shared form in My Query, click Customize and then click Save, and reset the Shared Employees.
Then, find the previous customized form in My Query and click Delete.
If you need to directly cancel the shared forms, just click Delete in My Query, and then it will disappear in the Public Query of others.

8. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields
Change Scope
Change Content
Change Cause
Tip
Query statistics
1.【Request Source】 is changed into
【Requester Type】
Consistent with the field name in the ticket
Value stays the same: identify whether the requester is customer or internal employee.
Other functions except Quick Search and Number of Online Support Ticker
2. Adding a new query criterion: 【Escalation Ticket】
Solve the problem of failing to confirm whether a ticket is an escalation one or a ticket directly created by internal employee.
The processing duration can be calculated for the tickets escalated to network service center.
Tip: How to query the processing duration of the tickets escalated to network service center?
Step 1: Go to the customize page of Advanced Search.
Step 2: Select the query criterion Escalation Ticket and select Yes. Select Resolving Department as Network Service Center and select Internal Status as Closed. If you only need to query the problem processing duration of network service center, please select Service Type & Attribute as Tier 2 Technical Support/Incident and Product Technical Problem Support.
Step 3: Select Result Field:,【 Ticket ID 】. 【Service Type & Attribute】, 【Request Time】, 【Closed Time】(If you only need to calculate the actual processing duration of network service center in which time to approve the closure request is not included, 【Resolution Duration】 can be selected), ）【 Initial Support Department 】,and 【Resolving Department】.

9. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields

10. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields
Change Scope
Change Content
Change Cause
Tip
Query criteria and result fields of each query;
Statistical criteria and statistical group fields of each statistics
3. Adding 【Service Type & Attribute】
Consistent with the field name in the ticket
【Standard Request Type】, 【Severity】 and 【Service Type & Attribute】, internally defined by ZTE and used for service classification, differ from each other as follows:
1, 【Standard Request Type】: including incident, problem, consultation, assistance, and document. It is used as a sign of customized form, and different standard request type corresponds to different customized form.
2, 【Service Type】 is a subdivision of ZTE customer support service. Different support provides different service type, so a ticket will be assigned to different support group according to the service type you select, which improved the accurate work assignment.
3, 【Service Attribute】 refers to severity in customer support service, that is, severity is one kind of service attribute. Attribute also includes product, urgency, site scale, etc. It is mainly presented in remote sharing service.

11. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields
Change Scope
Change Content
Change Cause
Result fields of each query and statistical group fields
4, 1）【Customer】is changed into 【Requester Organization】，if the request type is Customer, the value will be 【Customer Company】; if the request type is Internal, the value will be 【HR Department of Internal Requester】.
2）”Requester Department” in advanced search is deleted.
When the requester is Internal, the internal requester’s HR department will be shown. You can know what kind of service request has been submitted by which department.
All query criteria and statistical criteria
5, Adding 【 Customer Complaint】，【Customer Attention】
The ticket with customer complaint ,and Customer Attention is high, can be searched out.

12. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields
Change Scope
Change Content
Change Cause
Operation Tracking – Service ;Support – My Desktop – To Be Handled by Me
6, 【Last Update Time】 is added to search result.
It is convenient for the assignee and tracker to know the when the ticket is updated recently, so as to reduce the phenomenon of no processing over seven days.
Operation Tracking
7, 1) Modifying the reminder recipients: only reminding the assignee , not including support group leader .
2) For the same ticket ID, an reminder will be sent regardless of “No update for a long time”, “To be overdue” or “Overdue”.
The work of assignee is affected by too many reminders.

13. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields
Change Scope
Change Content
Change Cause
Advanced Search
8, Deleting all the callback query criteria and result fields from “Advanced Search”. Please go to “Callback Ticket Search”.
To simplify the advanced search interface and improve the query speed.
老版本
老版本

14. Optimized Function Description and Operation Guidance - 2
Optimized Function Description and Operation Guidance - 2. Change of Current Query & Statistical Fields
Change Scope
Change Content
Change Cause
Ratio of Meeting SLA
9, Ratio of Meeting SLA no longer restricts the requester as customer.
After the escalation process is optimized, not only the Ratio of Meeting SLA needs to be calculated, the support achievement ratio of tier 2 and tier 3 for tier 1 also needs to be calculated. If 【Requester Type】 is selected as “Customer”, customer SLA is calculated; and if it is selected as “Internal”, internal OLA is calculated.

15. Optimized Function Description and Operation Guidance – 2
Optimized Function Description and Operation Guidance – 2. Change of Current Query Statistical Fields
Change Scope
Change Content
Change Cause
Advanced Search, Number of Service Requests, Ratio of Requests Closed On Time, Ratio of Request Resolved On Time, CSI, etc.
10, Deleted 【Outage Cause】 and 【Outage Type】 in query criteria.
As a measurement index in TL9000, outage needs to be measured precisely. There were only 【Outage Cause】 and 【Outage Type】 and only one outage record can be shown, which failed to meet the service requirement.
【Outage Info Search】 is added and outage information cannot be searched in other forms.
Old Version
Version7.4.6

16. Definitions and Calculation Formula
Optimized Function Description and Operation Guidance – 3. Adding Statistical Function of “Ratio of On-site Support Ticket Resolved at one time”
Operator
Severity
Number of On-site Support Tickets Resolved at one time
Number of On-site Support Tickets with Successful Callback
Ratio of on-site Support Ticket Resolved at one time
China Telecom
Minor 1
Statistical Scope
1. Only take statistics on the tickets of which “Requester Type” is “Customer”.
2. Only take statistics on the tickets of which “Service Type” is “Tier 1 Customer Support- Incident Support”.
3. Only take statistics on the tickets of which the support mode is on-site support and which have been called back successfully.
4. Exclude the repeated tickets, cancelled tickets and temporarily saved tickets.
Definitions and Calculation Formula
【Number of On-site Support Tickets Resolved at one time】：Number of tickets of which the answer to “Is this problem solved at one time?” is “Yes” in the first callback and of which the support mode is onsite support. Note: The tickets found to be “Unsolved” in the first callback are not included into the numerator even if it is solved later and reverted as one-time resolution in the following callback. .
【Number of On-site Support Tickets with Successful Callback】: Number of tickets of which the support mode is on-site support and which have been called back successfully.
【Ratio of on-site Support Ticket Resolved at one time】= [Number of On-site Support Tickets Resolved at one time]/[Number of On-site Support Tickets with Successful Callback]*100%

17. Definitions and Calculation Formula
Optimized Function Description and Operation Guidance －4. Adding Statistical Function of “Impact Duration”
Severity
Longest Incident Impact Duration (Hr)
Shortest Incident Impact Duration (Hr)
Average Incident Impact Duration (Hr)
Number of Restored Incident Tickets 14
178.17
121
Calculating Rules
Only take statistics on the tickets of which the service type is “Tier1 customer support-incident support”, “Tier 2 technical support- incident and product problem support”
Only take statistics on the tickets of which the standard service target is that the actual finish time of “System recovery” is not null.
Exclude the repeated tickets, cancelled tickets and temporarily saved tickets.
Definitions and Calculation Formula
【Impact Duration】=【Restored Time】( the standard service target of incident ticket is the actual finish time of “Restoration”) -【Incident Occurring Time】-【Suspension Duration】-【Exclusion Time】. The unit is “hour” and the value corrects to two decimal places.
【Number of Restored Incident Tickets 】：Number of tickets of which the standard service target is that the actual finish time of “System recovery” is not null.
【Average Incident Impact Duration 】= Sum of the [Impact Duration] of the tickets in the scope of statistics/Number of Restored Incident Tickets
Click 【Number of Restored Incident Tickets】, 【Longest Incident Impact Duration】 and 【Shortest Incident Impact Duration】 to view the statistical details.
新增影响周期统计功能

18. Optimized Function Description and Operation Guidance – 5
Optimized Function Description and Operation Guidance – 5. Adding the Function of Callback Ticket Search
Only callback supervisor, customer support operation supervisor and manager or above are authorized with the query rights.
Solve the problem that only the first callback result can be searched in advanced search. All the callback tickets can be searched in this version.
Provide more callback search criteria and result fields.

19. Back to Callback Search of the old version.
Optimized Function Description and Operation Guidance – 5. Adding the Function of Callback Integrated Search
Back to Callback Search of the old version.
Provide callback ticket search criteria such as “Successful Callback Time”.
Provide search criteria of the service request ticket corresponding to the callback ticket.
Add some fields such as customer contact person and customer satisfaction callback result.

20. Optimized Function Description and Operation Guidance – 6
Optimized Function Description and Operation Guidance – 6. Adding “Outsourced Equipment Problem Handling Ticket Search”
The function of “Outsourced Equipment Problem Handling Ticket Search” is added because outsourced equipment problem handling ticket only applies to user-defined forms of outsourced equipment in which many fields are different from other customer support services.

21. Optimized Function Description and Operation Guidance – 7
Optimized Function Description and Operation Guidance – 7. Adding “Outsourced Equipment Service Evaluation Search”
Only the support groups related to outsourced equipment service are authorized to search the requester’s evaluation on outsourced equipment service.

22. Back to old version of outage info search
Optimized Function Description and Operation Guidance – 8. Adding “Outage Info Search”
Back to old version of outage info search
All the outage records can be searched.
Search criteria include: outage information and the attribute information criteria of related tickets that record the outage information.
Search results include: outage information and the attribute information result of related tickets that record the outage information.
“Caused by Support Service ” is added to outage cause due to the change of TL9000.
The percentage of NE outage is less than 100% means partial outage, for which only digits can be filled, e.g., 50 and 90 means 50% to 90% NEs are affected by the partial outage. The NE outage percentage is 100 means full outage.

23. Optimized Function Description and Operation Guidance – 8
Optimized Function Description and Operation Guidance – 8. Optimizing Query and Statistical Functions
Change Scope
Change Content
Change Cause
Tip
All the query and statistical functions
1, The query or statistical time scope is set to be “Last Week” by default, which can be modified as needed.
Currently there are a large number of data in the system but many users directly click search or statistics without setting any criteria, which causes inefficiency or data error.
CSC also provides many other options of time such as Today, This Week, and Last Week, which makes it more convenient for you to search.

24. Optimized Function Description and Operation Guidance – 8
Optimized Function Description and Operation Guidance – 8. Optimizing Query Statistics Function
Change Scope
Change Content
Change Cause
Tip
Advanced Search, Callback Integrated Search, Outsourced Equipment Service Evaluation Search, Outsourced Equipment Problem Handling Ticket Search, Ratio of Meeting Standard Service Target , Ratio of Meeting SLA, Ratio of Requests Closed On Time, Ratio of On-site Support Tickets Resolved at one time, Impact Duration Statistics
Separate the application database from the query and statistics database, perform delayed data search, and update the data once at GMT+8:00,Beijing Time 1:00 and 13:00 respectively.
synchronizing frequency: 12hours
Synchronize once respectively at 1:00 am and 13:00, e.g., the data searched before 13:00 on November 29th is the data updated by 1:00 am on November 28th, and the data searched before 1:00 am on November 29th is the data updated by 13:00 on November 29th. For other countries, it can be converted according to the time zone of GMT+8:00.
Speed up the search
The search is speeded up by 20%.
Forms like Operation Tracking
Unchanged (real time search data)
Go live on trial operation for a period and optimize other forms accordingly if the solution is validated for implementation.