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17 <br />SERVICE MANAGEMENT SYSTEM <br />1 in computer technology, Cablevision has created a sophis- <br />App y g management system. The system features: <br />ticated trouble call manaq Y <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 />calls in of the <br />calls �n <br />aging time. <br />The creation of this automated systpomerdserviceeou <br />efficient access to information ba customer <br />identification, automated <br />represent- <br />atives and supervisors, early g <br />service call routing and improved monitoring and analytical <br />capability. <br />