Learn how ZCorum used its own TruVizion diagnostics tool for cable modem networks to reduce troubleshooting talk-time by 30%.

1. Powerful Data Analytics
for Cable Modem Networks
www.truvizion.com
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“After we included TruVizion in our toolset, we
saw an immediate drop of 30% in average talk
time.”
Jason Young
Vice President of Support Services
ZCorum
MANAGED
BROADBAND
SOLUTIONS Profile
ZCorum provides 24/7 end user technical support, provisioning, email and other wholesale communica-
1.800.909.9441 tions services to independent telcos, cable companies, utilities, and municipalities.
www.ZCorum.com
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Even in carefully managed networks, customers may experience intermittent issues with their broadband
service. Network Administrator Nate Stroh’s existing network management software did not have the ca-
pability to track modem statistics over time, so it was difficult to locate and diagnose certain issues. Nate
needed comprehensive data to help locate problems in the cable plant that impact multiple customers, as
well as a faster way to pinpoint and diagnose intermittent modem issues that affect individual customers.
Solution
The Modem Dashboard in TruVizion has become invaluable in troubleshooting problems for customers.
No more quizzing the customer. The technician can simply look at the Modem Dashboard and get a com-
prehensive picture of the customer’s experience – from flaps and online stability to current and historic
RF levels. The Modem Dashboard also includes diagnostic tools that allow the technician to view logs,
and ping or reset the modem remotely.
Using the comprehensive information and tools in TruVizion’s Modem Dashboard, representatives can
more quickly diagnose and resolve problems, reducing average talk time by 30%. Getting to the root of
the problem faster results in a faster path to resolution and a more satisfied customer.
“Not only can we solve individual trouble calls more quickly, we can quickly identify on the same screen
if other subscribers on that port are likely to experience similar problems. We report that back to the
provider, who can then correct the trouble before many of those customers ever become aware of the
issue,” says Young.
ZCorum | 3015 Windward Plaza, Suite 525, Alpharetta, GA 30005 | 1.800.909.9441
twitter.com/ZCorum | facebook.ZCorum.com | TruVizion.com | ZCorum.com
© 2010

2. Powerful Data Analytics
for Cable Modem Networks
www.truvizion.com
Modem Dashboard RF Level Detail
1. CPE & Connected Devices Drill into the RF Level pane from the Modem Dashboard for a his-
torical view of the customer’s RF statistics, including:
This pane presents information about the modem, IP and MAC Ad-
dresses and firmware version. Any connected devices recognized • Upstream Transmit Power
by the modem, such as PCs and routers, are also listed here. • Downstream Receive Power
• Upstream Receive Power
2. Status & RF Levels
• Downstream SNR
This pane displays the online status and stability of the modem. It • Upstream SNR
also lists RF statistics from the modem at the time of the request TruVizion users can also compare these statistics with other cus-
and allows users to drill into historical records of RF levels for any tomers on the same port, over any period in the last 90 days.
period in the last 90 days.
3. Communications & Port
This pane displays the type of account (speed) to which the end
user is subscribed, as well as service quality statistics. Statistics
for the port are also provided and a drill-in offers a detailed view
of overall service quality for the port for any period in the last 90
days.
4. Map
The map pane displays both the customer’s location and the loca-
tion of other nearby modems on the same port. Drilling into the
map pane allows TruVizion users to see all modems on the same
port, and even filter those that are displayed by their online status
or alert levels.
5. Diagnostic Tools
This pane offers easy access tools that allow TruVizion users to view
modem logs, perform ping tests and reset the modem remotely.
ZCorum | 3015 Windward Plaza, Suite 525, Alpharetta, GA 30005 | 1.800.909.9441
twitter.com/ZCorum | facebook.ZCorum.com | TruVizion.com | ZCorum.com
© 2010