Abstract: A method may include receiving a chat conversation between a first user and second user pertaining to a customer service issue, determining a tagged term associated with the chat conversation based upon a tag indicator, and determining whether the tagged term relates to an existing tagged term in a set of tagged terms. When the tagged term relates to the existing tagged term, the chat conversation may be associated with the existing tagged term and a counter incremented for the existing tagged term. The method may then present a subset of the set of tagged terms.

Abstract: A method may include receiving a chat conversation between a first user and second user pertaining to a customer service issue, determining a tagged term associated with the chat conversation based upon a tag indicator, and determining whether the tagged term relates to an existing tagged term in a set of tagged terms. When the tagged term relates to the existing tagged term, the chat conversation may be associated with the existing tagged term and a counter incremented for the existing tagged term. The method may then present a subset of the set of tagged terms.

Abstract: A service provider unit automatically diagnoses problems in an Ethernet network that are associated with layers 1, 2, and/or 3 and determines whether there is a problem associated with an Ethernet gateway switch EGS. Further diagnostics can be performed to determine the layer, type, and/or location of the problem(s) based on whether there is a problem with the EGS. The diagnostic process followed depends on the types of problem(s) in the network. Once the problems have been diagnosed, an operator can be notified of the location and/or type of problem.

Abstract: A system and method is disclosed that parses WDM subnetworks and collects TL1 Performance Monitoring (PM) parameter data from subnetwork network elements (NEs) and applies a set of comparisons to discover under-performing equipment according to predetermined operating thresholds. The comparisons examine NE pump laser baseline values, deviations, efficiency, tilt error, span loss and calculated expected optical power.

Abstract: A service provider unit automatically diagnoses problems in an Ethernet network that are associated with layers 1, 2, and/or 3 and determines whether there is a problem associated with an Ethernet gateway switch EGS. Further diagnostics can be performed to determine the layer, type, and/or location of the problem(s) based on whether there is a problem with the EGS. The diagnostic process followed depends on the types of problem(s) in the network. Once the problems have been diagnosed, an operator can be notified of the location and/or type of problem.