Metrics

15 Questions | Total Attempts: 36

SettingsSettingsSettings
Please wait...
Metric System Quizzes & Trivia

Questions and Answers
  • 1. 
    You can always trust that the correct ticket type with the correct severity will be issued to the Field 
    • A. 

      True

    • B. 

      False

  • 2. 
    The Field can request a date change on a task or subcase in which of the following circumstances?  (Select all that apply)
    • A. 

      When a part that is needed for a Netbuild has not arrived

    • B. 

      When you forgot to close it the day it was due

    • C. 

      When a Customer issue is the direct reason for not being able to meet the Due Date

    • D. 

      The Design is all messed up and makes no sense

    • E. 

      When a Customer changes the Date for work on his 3Tech request

  • 3. 
    Which of the following are NOT measured for OTP Metrics? (Select all that apply)
    • A. 

      A Customer Trouble Ticket classified as “HIGH”

    • B. 

      A Portal task to Receive Materials

    • C. 

      Exception-Test Assists

    • D. 

      Circuit Disconnects

    • E. 

      A Network Trouble Ticket classified as “MEDIUM”

    • F. 

      An SOS request classified as “URGENT”

    • G. 

      A “Perform Install” task that is in Jeop.

  • 4. 
    1. The NCD (Network Commit Date) and FCD (Field Commit Date) on a Netbuild should always be the same.
    • A. 

      True

    • B. 

      False

  • 5. 
    Which 3Tech is measured by its Close Time? 
    • A. 

      Emergency

    • B. 

      Customer requested Date & Time

    • C. 

      Complete by Due Date

  • 6. 
    For Metric purposes, when should a 3Tech classified as “Complete By Due Date” be set to “On Site”?
    • A. 

      As soon as the subcase is dispatched

    • B. 

      As soon as the Tech gets onsite

    • C. 

      When the ACTUAL work begins

    • D. 

      It doesn/t have to be set to "On Site"

  • 7. 
    A Customer is experiencing  an outage on a piece of equipment that is affecting many customers. He is frantic and wants to open a 3Tech for L3 to provide access to their technician, who is en route with an eta of 3 hours. What type of 3Tech should the Level3 Tech be looking for?
    • A. 

      Emergency 3Tech that will stop clocking when set to “On Site”

    • B. 

      Emergency 3Tech that will stop clocking when status set to “closed”

    • C. 

      Complete By Due Date which will stop clocking when set to “On Site”

    • D. 

      Complete By Due Date 3Tech which will stop clocking when status set to “closed”

    • E. 

      Customer Request Date & Time that will stop clocking when set to “On Site”

    • F. 

      Customer Request Date & Time 3Tech that will stop clocking when status set to “closed”.

  • 8. 
    A Customer is experiencing issues with their circuit, and L3 has proved out its network as not the cause of the problem. He wishes to have L3 provide 3Tech testing  support for troubleshooting  that is to begin at noon the following day, and wants to arrange this now. He stresses that this is an Emergency as he needs the circuit up no later than tomorrow evening.  What type of 3Tech should the Level3 Tech be looking for?
    • A. 

      Emergency 3Tech that will stop clocking when set to “On Site”

    • B. 

      Emergency 3Tech that will stop clocking when status set to “closed”

    • C. 

      Complete By Due Date which will stop clocking when set to “On Site”

    • D. 

      Complete By Due Date 3Tech which will stop clocking when status set to “closed”

    • E. 

      Customer Request Date & Time that will stop clocking when set to “On Site”

    • F. 

      Customer Request Date & Time 3Tech that will stop clocking when status set to “closed”.

  • 9. 
    What is the OTP result for a Clarify 3Tech classified as “Emergency” with the following data?   Subcase Created and dispatched at 10:00am Subcase set to onsite at 10:30am Subcase Closed at 3:13pm
    • A. 

      Respond "MET", Restore "MISS"

    • B. 

      Respond "MISS", Restore "MISS"

    • C. 

      Respond "MET", Restore "MET"

    • D. 

      Respond "MISS", Restore "MET"

    • E. 

      OTP "MET"

  • 10. 
    The NOC has opened a Trouble Ticket for a Network circuit that is in LOS. Traffic is on the Protect Path. What kind of Severity should this subcase be?
    • A. 

      URGENT

    • B. 

      HIGH

    • C. 

      MEDIUM

    • D. 

      LOW

    • E. 

      NO RUSH

  • 11. 
    When is a NOC Trouble Ticket correctly classified as “URGENT”? (Select all that apply)
    • A. 

      When the Customer is complaining very loudly and threatening to escalate

    • B. 

      When the working side of a Circuit is down and traffic is on the protect side

    • C. 

      When an Unprotected Circuit is down

    • D. 

      Any LOS

    • E. 

      When both working and protect are down

    • F. 

      When its not a LEC issue

    • G. 

      When a customer reports "Severe Issues" but not to investigate until after hours

  • 12. 
    The NOC has identified a card in alarm but not traffic affecting. They suspect a bad card and have ordered a new one and issue a subcase for replacement as soon as it arrives. The highest severity this subcase should be classified is:
    • A. 

      URGENT

    • B. 

      HIGH

    • C. 

      MEDIUM

    • D. 

      LOW

    • E. 

      NO RUSH

  • 13. 
     A subcase titled “Gateway Test Required” is dispatched at 9:00am. The Due Date is populated to 4:00pm on the same day.   As long as the subcase is closed before 4:00pm it will be reported as a “MET” on the Metrics
    • A. 

      True

    • B. 

      False

  • 14. 
     A subcase titled “Clean Fibers” is created and dispatched at 8:00am. You status it to “onsite” and clean the fibers. The circuit is running clean, but the NOC asks you that “since the alarms are sporadic, can you keep the subcase open for a while? Just to make sure ?”   The subcase is a “HIGH”, but the due date isn’t until the following day. What can you do? (Select all that apply)
    • A. 

      Leave the subcase open and wait for the NOC to call back with the all clear to close it out-its not due until tomorrow anyway

    • B. 

      Tell the NOC that you will close this subcase, and request a new one if the trouble persists.

    • C. 

      Set the status of the subcase to “Monitor” which will allow the subcase to remain open, but stop the clock.

    • D. 

      Place a “3rd party delay” jeop on the subcase

    • E. 

      Set the status of the subcase to “Service Restored,” which will allow the subcase to remain open, but stop clocking.

  • 15. 
    You are On-Call on a Saturday and opsautodantel sends an URGENT subcase to investigate an Hi-Temp Alarm. How will you be notified of the subcase?
    • A. 

      The NOC monitors all alarms sent by opsautodantel and will call whoever is oncall

    • B. 

      If you are correctly entered into the autonotification tool you will get a page on your cellphone

    • C. 

      The Site Engineer will get a page on all Environmental alarms and will create a ticket for JCI

    • D. 

      If no one accepts the subcase within 1 hour the Divisional Director will get paged