Provider Deviations

What is a Provider Deviation?

Provider Deviation is a Provider quality measure used by MOR. It indicates how much each active Provider in an LCR deviates from a specific reference Provider in the same LCR. This deviations is computed for ACD and ASR values and is measured in percent.

Provider Deviation Observers

Since X10 MOR offers a tool for periodically monitoring Provider Quality Deviations. The tool is named Provider Deviation Observers. The functionality can be used by the System Admin and comes with a Monitorings Addon. Provider Deviation Observers is found in the System Admin's menu under ADDONS -> Monitorings -> Provider Deviations.

Creating a new Observer

In a Provider Observers list it is possible to create a new Observer, edit an existing one, and check a current deviation status (the bar chart icon). The list table indicates an Observer ID, an observed LCR, a reference Provider, tolerated ASR and ACD deviations together with options for managing how often this deviation check is run.



A new Observer is created by clickg the Add new Provider Deviation Observer link and filling in the information in a newly opened form:



Form requires the following data:

• LCR - an LCR which is observed. Can only be chosen when the order is by percent.
• Provider - a reference or main Provider which all the other Providers are compared to. Can only be selected from a chosen LCR and must be active and non-hidden.
• ASR/ACD deviation - how many percent to the descending direction the deviation from the reference Provider is allowed. Note: only non-negative values are allowed.
• Check every - how often the deviation check is run (every n-th minute). Note: only positive values are allowed.
• Check last - how many minutes ago from now the ASR and ACD values are computed for. Note: only positive values are allowed.
• Report to - a User that receives a warning Email (must have a valid email address).
• Email - Email Template to be sent. Note: the following parameters can be used in this Template: lcr_name, provider_name (main Provider), asr_deviation, acd_deviation (tolerated ASR and ACD deviations).

Observing deviations

Current deviation status for an Observer can be reached from the Observer list:



In the newly opened page the Provider Deviations Observer Setup table shows the current configuration of an observer together with real-time ASR and ACD values for the main Provider.
Note: when the ASR and/or ACD values for the main Provider are zero, the deviation values for the other Providers is undefined and thus marked as zero.
The Provider Deviations in realation to the Main Provider table shows how each Provider in the LCR deviates from the Main Provider. A red cell indicates a negative deviation and results in a warning icon near the Provider name.
Important
This deviation is checked periodically and emails are sent only when any of ther Providers deviation status changes from WARNING to OK or the other way around.