Hi, copied a few things from Samknows and also a diagram, which explains what they do.
I wil ask Samknows for some feedback on this as well.
Rgds
To provide a more dependable source for identifying disconnections, we have introduced a more intuitive and strategic way of measuring them, via our Disconnections Chart. We’ve built a new testing methodology that fuses a client-side measurement & a server-side measurement.
By client-side we mean, our user’s agents will be testing the connection from inside their home, so users can benefit from the accuracy it provides. But, we also wanted to introduce a new server-side measurement that shows when the client can’t connect. Meaning that, a disconnection can be seen on the Disconnections Chart while it’s ongoing, and the disconnection event isn’t lost when the router is rebooted – which is a common troubleshooting step during a disconnection.
We fuse the data between these two measurements to create a new & complete view of disconnections. When combined with the new visual improvements, the Disconnections Chart should be more accurate, and more intuitive.
When a customer calls up their ISP and says ‘my connection keeps dropping’, the care agent needs to be able to verify that this is actually what’s happening. If they can’t, then the issue is much harder to resolve. What we want to provide with our Disconnections Chart is a reliable source of truth to answer these questions, with both current and historical data. We want a care agent to be able to confirm, right away, that they see these disconnections. This would speed up issue resolution, but also reassure the customer, helping them to trust the expertise of the support staff.
