7 Live Metrics Powering HEX64’s AI-Augmented NOC — Real Data from a 24×7 Operation

 Discover how HEX64 enhances uptime, reduces MTTR, and optimizes service quality using real-time metrics in our AI-driven NOC. Learn what sets our operations apart—and why these metrics are redefining modern network monitoring. 

 

Why Metrics Are the Backbone of Our NOC Services 

At HEX64, our Network Operations Center (NOC) goes beyond traditional monitoring. We integrate AIOps, automation, and real-time analytics to ensure faster incident response, predictive alerting, and 24x7 service excellence. 

This post explores 7 critical metrics that we track every hour, helping us deliver on our SLA-driven support, and improve network reliability for clients across industries. 

 

1. Noise Reduction Rate (NRR) 

AI-Powered NOC Monitoring 

We measure how effectively our system filters out irrelevant or redundant alerts through AI-based correlation and noise suppression. 

Example: From 12,000 alerts generated in one month, less than 15% reached technician queues. 

 

2. Mean Time to Resolution (MTTR) 

NOC Support with SLA Compliance 

MTTR is a core KPI for HEX64’s SLA-backed operations. Our integrated ticketing and automation systems allow us to minimize time-to-resolution dramatically. 

Our MTTR is consistently under 60 minutes for 80%+ of incidents. 

 

3. Auto-Resolution Ratio 

Automated Ticket Handling 

Tracks the percentage of tickets resolved through self-healing scripts, bots, or predefined runbooks—without human intervention. 

Frequent fixes: restarting failed services, clearing stuck sessions, DNS flushes. 

 

4. SLA Threat Prediction Score 

Our AI model calculates the likelihood of any open ticket breaching its SLA. It triggers early escalations or automated interventions to stay compliant. 

This predictive layer supports our guaranteed response and resolution timelines. 

 

5. Escalation Avoidance Index 

Shows how many issues are resolved at Level 1 support vs. those escalated to L2/L3 teams. It reflects both knowledge base maturity and triage efficiency. 

Over 70% of alerts are resolved at L1 at HEX64—reducing client impact and overhead. 

 

6. Hourly Alert Heatmap 

Visualizing alert trends by time, client, and asset class allows us to forecast issues, redistribute team focus, and optimize support coverage. 

These visual dashboards are shared with clients in monthly reports as part of our NOC service deliverables. 

 

7. Incident Recurrence Rate 

Helps us detect recurring issues that aren’t being permanently fixed—supporting our root cause analysis (RCA) and continuous improvement. 

High recurrence triggers internal reviews and infrastructure hardening. 

 

Why This Matters to Your Business 

Whether you run mission-critical systems or a distributed enterprise network, these metrics ensure: 

  • Faster response times to reduce downtime 

  • Higher first-call resolution rates 

  • Predictable SLA performance 

  • Scalable and proactive support—24x7 

🔗 Learn more about how our NOC services work behind the scenes to deliver this performance. 

 

 

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