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Care Clarity Reports

Clarity Subscriber Health Report​

The Clarity Subscriber Health Report is part of the Clarity enhancement to Mosaic One. Available from the Clarity Reports section in Mosaic One Care, the report provides proactive visibility into subscribers that may be experiencing service degradation and helps operators understand why those issues are occurring.

The report combines AI‑driven analysis with expert‑built insights to identify suspected root causes and predict the impact on subscriber experience, enabling faster troubleshooting and more informed operational decisions.

Accessing the Report​

  1. Sign in to Mosaic One.
  2. Navigate to Care.
  3. Select Clarity Reports.

Report Sections​

The Clarity Subscriber Health Report is organized into four main sections: Subscribers Overview, Priority Subscribers to Contact, Chart View, and a Detailed Subscriber View table.

Subscribers Overview​

The Subscribers Overview section provides a high‑level summary of overall subscriber health. It displays the total number of monitored subscribers and highlights how many may have experienced service issues. This section helps operators quickly understand the scope and severity of active issues and includes a visual summary that can be toggled to a chart view for easier comparison and trend recognition.

Priority Subscribers to Contact​

The Priority Subscribers to Contact section identifies subscribers who may require immediate attention. By default, this section is displayed in Card View, where each subscriber is shown as a card summarizing the Predicted Subscriber Experience, Suspected Root Cause, and Recommended Next Action.

Selecting a subscriber card navigates directly to the Care Subscriber Details page for the selected subscriber, where users can review subscriber‑specific experience data, active issues, and available actions to support troubleshooting and follow‑up.

Users can toggle to Chart View to visualize issue distribution across subscribers.

Chart View​

The Chart View section provides a visual summary of subscriber health across the monitored population, enabling quick identification of dominant experience impacts and underlying drivers.

This section includes two interactive donut charts:

  • Subscriber Experience – Shows the distribution of predicted subscriber experiences across the subscriber base.
  • Root Causes – Displays the distribution of suspected causes contributing to subscriber issues.

Hovering over a chart segment displays additional details, including the category and percentage of affected subscribers. Selecting a segment applies a filter to the Detailed Subscriber View table below, narrowing the list to subscribers that match the selected criteria.

Detailed Subscriber View​

The Detailed Subscriber View presents a sortable and filterable list of subscribers included in the report, enabling deeper analysis and operational follow‑up. It is organized into two tabs: Active Issues and Acknowledged.

Active Issues Tab​

The Active Issues tab lists subscribers who currently have one or more open issues. Each row represents a subscriber and summarizes key intelligence needed to understand the issue and determine next steps.

The table includes the following columns:

  • Subscriber Name – The subscriber account associated with the detected issues. Selecting the subscriber name navigates to the Care Subscriber Details page for that subscriber.
  • Risk Level – An indication of how likely the subscriber is to experience a service‑impacting outage in the near future, shown as High, Medium, or Low. See Understanding Risk Level below for more information.
  • Predicted Subscriber Experience – The expected service impact for the subscriber based on AI‑driven analysis.
  • Root Cause – The suspected underlying cause of the issue.
  • Recommended Action – The suggested next step to address the issue.
  • # of Issues – The number of issues detected for the subscriber that contributed to the predicted experience.

The table supports filtering and sorting across columns and includes export capabilities to enable offline analysis or sharing with other teams. This view is intended for advanced troubleshooting and day‑to‑day operational workflows.

If a subscriber's issue has already been resolved, a technician has been dispatched, or the issue otherwise doesn't need continued attention, it can be acknowledged so it no longer clutters the Active Issues tab. Select the checkbox next to one or more subscribers, or select Acknowledge directly on a single row, then choose how long to hide the subscriber from this tab — 3 days, 5 days, 7 days, or 14 days. A Trouble ticket number and a Note explaining why the issue is being acknowledged can also be added before confirming.

note

If a subscriber's issue is still unresolved once the selected time period has passed, the subscriber automatically reappears in the Active Issues tab.

Acknowledged Tab​

The Acknowledged tab lists subscribers who have been acknowledged and are currently hidden from the Active Issues tab.

The table includes the following columns:

  • Subscriber Name – The subscriber account that was acknowledged, along with the note entered at the time of acknowledgment, if any.
  • Predicted Subscriber Experience – The expected service impact for the subscriber based on AI‑driven analysis.
  • Trouble Ticket – The trouble ticket number associated with the acknowledgment, if one was entered.
  • Acknowledged By – The user who acknowledged the subscriber, along with the date and time it was acknowledged.
  • Reappears – The date on which the subscriber will reappear in the Active Issues tab if the issue remains unresolved.

To return a subscriber to the Active Issues tab before its scheduled reappearance date, select the checkbox next to the subscriber and select Unacknowledge.

Understanding Risk Level​

Risk Level is a rating of High, Medium, or Low that reflects the probability a subscriber's ONU will experience a long, non‑power‑related outage within the next three days. It gives operators a way to prioritize proactive remediation before a subscriber is impacted by a problem, helping to prevent future trouble calls.

Risk Level is generated by a machine learning model that scores every active ONU each day based on its recent history. The model looks for early warning signs of a coming outage, such as rising error rates, degrading optical signal strength, high BIP error counts, unstable optical power, or a pattern of recent alarms. Subscribers with the highest risk scores are the ones expected to benefit most from proactive troubleshooting, allowing operations teams to intervene before the subscriber experiences an outage themselves.

Data Sources and Intelligence​

The report is backed by AI and expert‑curated insights derived from integrated datasets. These datasets are generated through analysis of telemetry collected from:

  • Access network infrastructure
  • In‑home Wi‑Fi networks

By correlating data across these environments, Clarity provides a more comprehensive view of subscriber health than traditional, siloed monitoring approaches.

Clarity Preview Availability​

The Clarity Subscriber Health Report is available as part of the Clarity enhancement to Mosaic One. By default, all tenants will see a Preview version of Clarity functionality populated with example data. This allows users to explore the report layout, workflows, and insights prior to enabling full Clarity capabilities.

Enabling Full Clarity Capabilities​

To learn more about Clarity or to explore enabling full functionality with live data, please contact your Adtran sales representative for additional information.