Xwac is the Trouble Ticket, Network Management, Call Center Management tool.

Customer Service Trouble Ticket Management Tool

Xwac is a powerful customer service trouble ticket management tool designed to improve Call Center customer service, increase customer retention, enhance system monitoring to help improve operational efficiency. Xwac empowers customer service team members, enhances system monitoring and efficiently tracks customer and network problems by providing complete geographical trouble ticket entry, tracking and coordination. Plus, Xwac can display existing system coverage and cell site operational status data to add additional troubleshooting value. This will help accurately identify and pinpoint network problem areas to improve operating efficiency. Xwac’s interactive mapping system with informational data layering provides an effective and easy-to-use platform for customer service reps, switch technicians, field technicians, sales, marketing and management teams.

By visually tracking and mapping trouble tickets, hidden problem patterns can be uncovered that may have gone undetected with basic tabular analysis. Xwac is the ideal tool to improve customer problem location, provide real-time research capabilities and empower your customer service and switch technician teams.

Trouble Ticket Management

Xwac provides an advanced multi-level search approach utilizing multiple data fields to allow quick, easy and efficient access to existing trouble ticket data. Results are displayed in both the mapping window and in tabular format for easy analysis. Users can select varying detail levels, from trouble ticket number only to full field detail. To view a trouble ticket, just click the 'i' info map tool and click on the icon representing the trouble area or click on the trouble ticket number in the tabular section. Xwac will pull the trouble ticket data assigned to that trouble area.

Updating a Trouble Ticket in Xwac

Accurately Locate

Accurately pinpointing a customer's location is simple and easy with Xwac. Just enter an address, cross street, latitude/longitude, visual landmark, GPS coordinates or just click a point on Xwac's mapping window to locate your customer. Xwac automatically zooms the map window to that geographic area and places a triangle at that spot to identify your customer's specific location.

Placing a Trouble Ticket

Placing a new or duplicate trouble ticket is then quick and easy with Xwac's automated trouble ticket entry system. Xwac streamlines data entry and improves information accuracy by automatically inputting all available location and cell site status data. Data fields can be customized to meet your Call Center data needs. Duplicate tickets will pull all parent trouble ticket data to help escalate customer problems.

Finding Trouble Tickets with Xwac

View System Coverage

Experience the advantage of viewing accurate engineering-based modeling of your company’s system coverage. Xwac’s coverage mapping feature produces a clear and accurate picture to help resolve customer coverage problems and identify trouble ticket grouping to determine if additional coverage is needed. Xwac displays coverage in low, high and very high detail. Very high detail coverage displays signal strength coverage levels for in-building, in-car portable and mobile.

View Cell Site Status Data

Geographically view the operating status or switch ownership data for each of your company’s cell sites. You can view your complete system or an individual site’s detail to help troubleshoot customer and network problems. Users can click on a site's icon to display its detail, operating history and projected on-air status if down or in maintenance mode. Select users can also change cell site operating status within Xwac or Xwac can be programmed to pull real-time cell site operational data from an existing monitoring application.

Xwac's Myriad of Live Reports to Keep You Informed

Xwac's Myriad of Live Reports to Keep You Informed

Feature Rich Data Overlays

Xwac's powerful data overlays help generate complete mapping results. Add highways, streets, rivers, lakes, retail centers, FCC markets, parks, airports, central office locations, sales offices, sales regions, demographics, landmarks plus many more to customize and optimize data collection and visual presentation.

Smart Querying and Research in Xwac

By adjusting Xwac’s feature rich data overlays, each user can tailor their map image to create more powerful and complete mapping results. Use Xwac's search ring feature to pull specific data for a selected search area. Xwac also lets each user select specific application settings that follow them throughout each session. Multiple search queries can also be selected and viewed simultaneously to provide enhanced troubleshooting capabilities.

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