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8 <br /> SERVICE MANAGEMENT SYSTEM <br /> Applying <br /> troublecomputer <br /> calltechnology, <br /> managementasystem. The system has created <br /> system <br /> sophis- <br /> ticated <br /> features : <br /> ti <br /> Sorting service calls by map grid and "technician <br /> area" . <br /> Calculation of the length of time, in hours, each <br /> individual has been in "aging" or a not yet <br /> cleared status. <br /> Calculation of the number of pending trouble calls <br /> in each tech area, as well as the average aging time <br /> for those calls. <br /> Calculation of the total number of pending trouble <br /> calls in the entire system, as well as their average <br /> aging time. <br /> The creation of this automated system provides for easy and <br /> efficient access to information by customer service represent- <br /> atives and supervisors, early outage identification, automated <br /> service call routing and improved monitoring and analytical <br /> capability. <br /> • <br /> lOMMEMM <br />