Enterprise AI Administration
Telecom Business Rules
Escalation and decision rules with conditions, thresholds, severity and downstream action.
Telecom business rules
Rules raise alerts and open journeys; they never take decisions on their own.
| Rule | Condition | Thresholds | Severity | Downstream action | KPI | Mission / journey | Owner | Status | |
|---|---|---|---|---|---|---|---|---|---|
| ARPU Erosion AlertFlag sustained decline in blended or voice ARPU. | blended_arpu_change_3m ≤ −2% OR voice_arpu_change_3m ≤ −5% | −2% blended / −5% voice over 3 months | HIGH | Raise revenue alert; open Revenue & Profitability case | Blended ARPU, Total revenue (QTD) | Revenue & ARPU revenue-profitability | Head of Pricing & Revenue | ACTIVE | View details → |
| Capital PrioritizationPrioritise capex where return, risk and capacity conditions are met | ROI > hurdle AND risk band ≤ medium AND capacity utilisation > threshold | ROI hurdle 18%; utilisation 80% | MEDIUM | Add to investment committee shortlist | Network investment ROI | Capital & Investment Cost & Capital Optimization | Head of Capital Planning | ACTIVE | View details → |
| High-Value Churn EscalationEscalate high-value segments with elevated churn risk | churn propensity > 0.65 AND revenue at risk > threshold | Propensity 0.65; revenue at risk ZAR 5M / month | HIGH | Open Churn & Retention journey; notify CCO | Monthly churn, Revenue at risk (churn) | Churn & Retention Churn & Retention | Head of Retention | ACTIVE | View details → |
| Complaint Surge RuleFlag regions where complaints rise sharply week on week. | complaints_week ≥ 1.25 × trailing_4wk_avg | +25% week on week | MEDIUM | Raise CX alert; route to Customer Experience journey | Complaint rate | Customer Experience customer-experience | Head of Customer Experience | ACTIVE | View details → |
| Congestion EscalationEscalate sites running hot in the busy hour for a sustained period. | capacity_utilization_pct ≥ 85 for 5 of last 7 days | Utilisation ≥ 85% | MEDIUM | Add site to capacity plan; raise congestion alert | Congestion rate | Network Performance & Risk network-performance | Head of Network Planning | ACTIVE | View details → |
| Energy Cost AlertAlert when energy cost forecast exceeds budget | forecast energy cost > budget × (1 + tolerance) | Tolerance 5% | MEDIUM | Open Cost & Capital Optimization journey | Energy cost, EBITDA margin | Cost Optimization Cost & Capital Optimization | Head of Network Finance | ACTIVE | View details → |
| Fraud EscalationEscalate fraud anomalies above governed score | fraud anomaly score > threshold OR SIM-box trigger | Score 0.80 | CRITICAL | Block suspect route; open fraud case | Fraud loss | Fraud & Revenue Assurance Fraud & Revenue Assurance | Head of Revenue Assurance | ACTIVE | View details → |
| Revenue Leakage EscalationEscalate when leakage exceeds the governed threshold | leakage rate > governed threshold | Leakage rate 1.2% of billable revenue | HIGH | Open Fraud & Revenue Assurance journey | Revenue leakage | Fraud & Revenue Assurance Fraud & Revenue Assurance | Head of Revenue Assurance | ACTIVE | View details → |
| Network Availability EscalationEscalate when availability falls or deteriorates quickly | availability < threshold OR week-on-week deterioration > threshold | Availability 99.5%; deterioration 0.3 pp | CRITICAL | Executive alert; open Network Performance & Risk journey | Network availability | Network Performance & Risk Network Performance & Risk | Head of Network Operations | ACTIVE | View details → |
| Net Adds ShortfallFlag when net adds fall behind plan in a region or channel. | net_adds_month ≤ 0.8 × plan_month | ≤ 80% of plan | MEDIUM | Raise growth alert; route to Subscriber Growth journey | Net adds | Subscriber Growth subscriber-growth | Head of Sales | ACTIVE | View details → |
| NPS InterventionTrigger intervention when NPS is low and complaints are rising | NPS < threshold AND complaint trend deteriorating 2 months | NPS 30; complaint growth > 5% | MEDIUM | Open Customer Experience journey | NPS | Customer Experience Customer Experience | Head of Customer Experience | ACTIVE | View details → |
| Recharge Fraud EscalationEscalate repeated voucher reuse or rapid duplicate recharges. | duplicate_recharge_count ≥ 3 in 7 days | ≥ 3 duplicates / 7 days | MEDIUM | Suspend voucher batch; open fraud case | Recharge fraud | Fraud & Revenue Assurance fraud-revenue-assurance | Head of Fraud Management | ACTIVE | View details → |
| Regulatory QoS BreachFlag regulatory QoS breaches before reporting deadline | QoS metric < licence obligation | Per licence schedule | HIGH | Notify regulatory affairs; open compliance action | Network availability | Regulatory & Compliance Network Performance & Risk | Head of Regulatory Affairs | ACTIVE | View details → |
| Revenue at Risk EscalationEscalate when revenue held by high-propensity subscribers rises sharply. | revenue_at_risk_month ≥ threshold AND change_30d ≥ 10% | Revenue at risk ≥ $2.5M / month | HIGH | Raise churn alert; open Churn & Retention decision case | Revenue at risk (churn) | Churn & Retention churn-retention | Head of Retention | ACTIVE | View details → |
| Roaming Margin AlertAlert when roaming margin falls below floor | roaming margin < floor | Margin floor 35% | LOW | Review partner agreements | Roaming margin | Interconnect & Roaming Interconnect & Roaming | Head of Wholesale | IN REVIEW | View details → |
| SIM-box EscalationEscalate clusters of SIMs with SIM-box calling signatures. | fraud_anomaly_score ≥ 0.8 AND outbound_intl_ratio ≥ 0.9 AND cell_count ≤ 2 | ≥ 25 SIMs in a cluster | HIGH | Block SIMs; open fraud case; notify regulator liaison | SIM-box incidents | Fraud & Revenue Assurance fraud-revenue-assurance | Head of Fraud Management | ACTIVE | View details → |