XWAC Overview
Xwac is a powerful Call Center customer trouble ticket management tool designed to improve customer service and system troubleshooting. Xwac helps manage customer issues by providing efficient trouble ticket entry and geographical trouble ticket tracking. Xwac also centralizes system coverage, cell site, switch and central office data to provide additional troubleshooting features. Xwac is the ideal tool to manage customer issues, empowering not just your Call Center team but also the rest of your company with the readily available, up-to-date trouble ticket and network status information.
Incorporated into the exclusive Wireless Applications Corp. SiteSync platform the user gets to take full advantage of the feature-rich intuitive design, speed, and ease of use of the SiteSync product all with the ability for customization and support by our knowledgeable development team.
Download a pamphlet about XWAC here.
XWAC Locating
Using Xwac, your Customer Service Representatives can easily enter a Trouble Ticket by locating customers or network issues using address, GPS location, closest landmark, cross street, or the on-screen map. Once the location has been acquired, completing the Trouble Ticket is quick and easy.
With the custom Trouble Ticket entry form, additional data can be automatically generated from default options and attached to each Trouble Ticket including:
- Inputted address
- GPS and/or Lat and Long
- Cell Site Status of nearby
- City, State, Zip Code, County
- Sales District, Switch, FCC Market
Customer Service Representatives can quickly place duplicate Trouble Tickets, generating an accurate picture regarding the severity, escalation and resolution of system issues. Thus enhancing Trouble Ticket Tracking, System Problem Resolution and Customer Service.
Xwac Trouble Tickets / Reporting
View, manage and place real-time Trouble Tickets for your wireless system. With our click and zoom feature you can look up individual Trouble Ticket detail, review Trouble Tickets assigned to a specific problem area and/or display all Trouble Tickets for a selected time period. When a particular Trouble Ticket is accessed, it is displayed in an easy-to-read format that can be custom designed to match your current reports to minimize confusion.
Trouble Tickets are displayed in an interactive mapping environment allowing the user to select any area for more detail thus allowing the user to drill down to specific locations and retrieve and edit specific Trouble Ticket information. The user can also perform powerful advanced textual searches producing results in a geographic and tabular format.
Xwac Layering
Layers are rich data overlays to generate powerful and complete mapping results. You can add streets, rivers, lakes, zip codes, FCC markets, counties, airports, etc. to customize and optimize data collection and visual results. These layers aid in providing enhanced and complete search results.
Feature rich data overlays generate powerful and complete mapping results. Add streets, rivers, lakes, zip codes, FCC markets, counties, airports, etc. to customize and optimize data collection and visual results. These layers aid in providing enhanced customer support.
Cellular Site Status
View your system's cell site status and switch domain with Xwac. When switch domain is selected, the user views the sites grouped by switch.
When system cell site status is selected, the mapping display shows overall system status for each site in your network. Results display whether a site is online, down, or maintenance mode. This coupled with the sites history allows efficient troubleshooting of Trouble Tickets.
Xwac RF Coverage
Give your customer service and operations departments the advantage of seeing accurate engineering-based modeling of your system coverage. Coverage mapping produces a clear and accurate picture to help resolve customer coverage issues. Users can quickly identify Trouble Ticket groupings to determine if additional coverage is needed.
Coverage is provided in low, medium, and high detail. High detail shows coverage by color indicating in-building, in-car portable and mobile coverage detail.
Xwac Predict Outages
Use the Predicted Outage button to see the effected coverage implications of a site going “Off Air”. This is also effective in indicating which site could be causing the coverage issues in areas with multiple sites and overlapping coverage.
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