Watchtower Flashcards
Watchtower launched in this year
2008
Originally a division tool, Watchtower was recreated as a national tool in this year
2009
This online tool gives a real time snapshot and maps all aspects of the HFC Network including power and facilities
National Watchtower
This online tool gives technicians an effective troubleshooting tool for area problems and outages
National Watchtower
This online tool separates residential and plant impacting power events during storm situations so we can direct our technicians effectively
National Watchtower
This tool has helped us change the world, proactively identifying customer affecting issues and addressing them before they have an adverse effect on the customer experience.
National Watchtower
This view in NWT allows you to focus down from a national level to divisional, to regional, to system, and individual node
Hierarchy
This view in NWT shows all open tickets in Queue as well as Processed Jobs
RTM Monitor
This view in NWT shows a quick snapshot of the overall health of the node, number of devices online and any plant related events that are occuring.
Node Summary
This view in NWT shows a geographical location of the accounts in the node with small balloons, and visual representations of plant fault enclosed in blue
Maps View
This color inside an account balloon in NWTs maps view indicates healthy docsis levels
Green
This color inside an account balloon in NWTs maps view indicates some DOCSIS levels slightly out of spec
Yellow
This color inside an account balloon in NWTs maps view indicates some DOCSIS levels are not in a stable range
Red
This type of plant event encloses affected accounts in a dark grey circle and is pinned with a black balloon with a lightning bolt emblem in NWT
Commercial Power Outage
This type of plant event encloses affected accounts in a red circle and is pinned with a blue balloon with a wrench and hammer emblem in NWT
Outage
This type of plant event encloses affected accounts in a pink circle and is pinned with a blue balloon with a wrench and hammer emblem in NWT
Service Call Cluster Alert
Technicians have the ability to edit their user group, service area, and time zone in this tab under User Detail in NWT
General
Technicians have the ability to edit their methods and settings for how to be contacted in this tab under User Detail in NWT
Contact Preferences
Technicians have the ability to build new subscriptions to establish conditional notifications for their job functions and/or subscribe to job notifications for various task types in this tab under User Detail in NWT
Subscription Notifications
This is where you can define methods for how and when to be contacted by Watchtower’s automated messaging system under the admin and workforce options in NWT.
Dispatch Schemes/Escalation Schemes
In the Hierarchy Pane, you can choose between these three tabs to open a tree and display more details
Engineering, Service, Organization
In the right corner of the map in NWT this widget allows you to determine what will be displayed on the map.
Map Setting
The map setting widget has these three categories in which to choose various display preferences for the map in NWT
Map Visual, Device Layer, Topology Layer
This tab in NWT node analysis view allows you to see equipment DOCSIS metrics and account information
Devices
This tab in NWT node analysis view allows you to see all accounts associated with a particular node, as well as account numbers, name, address, status, etc
Subscribers
This tab in NWT node analysis allows you to view current or historic plant faults affecting the node
Events
The event tab in NWT node analysis has these two sub categories
Active and Historic
This tab in NWT node analysis allows you to view any open or completed/closed Tickets for the node
Tickets
The Tickets tab in NWT node analysis has these four sub categories
Jobs, TSIs, SIs, SMs
This tab in NWT node analysis allows you to view notes entered in on various tickets, manually entered notes for the node, active and completed NSAs
Logs
The Logs tab in NWT node analysis has these five subcategories
Job Logs, Noise Logs, Manual Logs, NSAs, History NSAs
This tab in NWT node analysis allows you to view Customers info for those who have called in recently
IVRs
This tab in NWT node analysis allows you to view and monitor outside plant power supplies.
Transponders
The Transponder tab in NWT node analysis will link to this tool if the tool detail item is clicked
Continuity
When clicked, the node analysis refresh button presents users with these options
Node Data, MTA Battery, Spectra CM, Pma Analysis
In the Hierarchy view of NWT the green triangle symbol represents this
Total Events with no Score
In the Hierarchy View of NWT the grey circle represents this
Total Outage Count
In the Hierarchy View the white triangle symbol represents this
Total Events Found
In the Hierarchy View the lightning bolt symbol represents this
Total commercial power outages
In the Hierarchy View the yellow flag symbol represents this
Pending Trouble Calls
In the Hierarchy View the red flag symbol represents this
Pending Maintenance Calls
In the Hierarchy View the blue flag symbol represents this
Trouble calls in plant fault areas
The helmet icon on the left hand side of NWT will open up this sidebar menu
Jobs or Jobs List
The clock icon on the left hand side of NWT will open up this sidebar menu
Most Recent
The person icon on the left hand side of NWT will open up this sidebar menu
User
This NWT sidebar menu allows you to create, lookup, browse, and create custom lists of jobs
Jobs
This NWT sidebar menu has links to has links to hierarchy, US performance Hierarchy, and worst nodes
Most Recent
This NWT sidebar menu has links to equalization and full spectrum, various monitors, the RTM form, and other quicklinks
User
Creating a custom job list in NWT requires you to fill in these two options
List Name, Teams
Jobs in NWT can be sorted by these five job priorities
Critical, DM, Emergency, High, None
Jobs with this priority will appear in red text in the NWT Job List
Emergency
This is a four score system that quickly identifies customer pain drivers and overall health of a node that is comprised of Preventative Maintenance Score, Demand Maintenance Score, Upstream Events, and Downstream Events
Current Node Score, 1 day node score,or 3 day node score
In a NWT job ticket, this icon is clicked to begin/end an IVR
the TSI Icon
These are the working statuses of a job in Watchtower
Assigned, Complete, Suspended, Canceled
This is a work priority engine that operates the background of NWT to drive quality of jobs rather than quantity of jobs
Work Priority
PM (Context: Watchtower Ticket)
Preventative Maintenance
DM (Context: Watchtower Ticket)
Degraded Maintenance
This NWT calculation takes into account the number of customers affected and duration of issue into account
Event Score
In National Watchtower, line techs select their work from a pool of jobs organized based on the priority by this tool according to business rules.
Equilibrium
This allows Watch Tower to change the priority of jobs based on a number of variables to balance preventative jobs and repair jobs.
Dynamic Stacking