How AGILITY Makes Mobile Network Operations More Efficient and More Profitable

For mobile network operators, the stakes have never been higher.

Subscribers demand uninterrupted service for their mobile devices, and even brief network downtimes can significantly impact customer experience— therefore also impacting  your bottom line. This puts the onus on mobile operators to ensure optimal network performance while grappling with escalating complexities, rising costs, and the ongoing challenge of retaining top engineering talent.

Despite ongoing investments in automation, a critical gap remains on the operational side of mobile networks. Diagnostics and troubleshooting workflows often require costly, time-consuming manual intervention that slows down response times, diverts key resources from strategic initiatives, and drains network resources.

These challenges are precisely why we developed AGILITY—to empower mobile network operators to streamline their operations and improve network efficiency. By automating packet capture (PCAP) analysis, AGILITY eliminates the bottlenecks of manual diagnostics, enabling faster, smarter decision-making.

The result? Greater efficiency in wireless network performance, fewer escalations, and optimized workflows across labs and engineering teams.

In this article, we’ll dive into some of the challenges facing mobile network operators, explore how AGILITY solves these issues with its intent-based diagnostics and incident co-pilot capabilities, and share the real-world results achieved by a US Tier-1 Mobile Network Operator using AGILITY to transform its operations.

The Challenges Facing Mobile Network Operators

The underlying network infrastructure of modern mobile networks is among the most complex systems ever built.

With millions of connected devices and vast amounts of data flowing through them, the challenges of maintaining reliability and quality of service are immense. While network operators have made several strides in terms of automation, mobile networks continue to face critical operational bottlenecks that hinder efficiency—particularly in labs and escalation workflows.

Inefficiencies in Labs and Escalations

Labs

Non-production environments are often bottlenecked by slow, manual PCAP analysis during regression testing and verification. Engineers spend hours combing through packet captures to identify issues, delaying service rollouts and increasing costs.

Operations

When network issues arise, engineers are disrupted and overwhelmed by time-intensive diagnostics. If they can’t resolve the issue quickly, it escalates into a “war room” scenario—a high-pressure, cross-functional troubleshooting effort involving the most expensive talent in the organization.

Resource Strain and Talent Retention Issues

The reliance on manual diagnostics and war rooms takes a significant toll on top talent, resulting in:

• Top engineers being pulled into repetitive troubleshooting tasks instead of focusing on strategic initiatives.
• Morale loss under the weight of long nights, weekend triage sessions, and the high-pressure environment of war rooms.
• Burnout and turnover are common, making it increasingly difficult for operators to retain critical talent.

The continuous need for reactive firefighting creates a domino effect—one that impacts both employee satisfaction and productivity. This situation is exacerbated by the fact that current diagnostic tools are simply not equipped to fully automate workflows and reduce the burden on teams.

Limitations of Existing Tools

Despite investments in tools like Netscout, Spirent, and OSS/BSS systems, operators still face a critical “missing link” in their automation workflows. These systems fall short when it comes to fully automating diagnostics, leaving significant manual work that drains the time, talent, and money outlined above.

Use Case #1: Intent-Based Diagnostics for Labs

This is the result of a critical gap in operational workflows—one that AGILITY is uniquely designed to address. AGILITY fills this “missing link” by automating diagnostics and eliminating bottlenecks that previously required costly and time-consuming manual intervention.

This is particularly evident in lab environments, where testing and verification processes play a vital role in ensuring the success of new network services.

For mobile operators, these non-production environments are a cornerstone of network readiness. Yet, without the right tools, they can also be a source of delays and inefficiencies that ripple through the entire network lifecycle.

Challenges in Labs

As we mentioned earlier, non-production testing environments require fast, accurate diagnostics to validate regression and conformance tests. However, many operators still rely on manual PCAP analysis to comb through packet captures and identify potential issues.

This approach is not only error-prone but also time-intensive, requiring engineers to spend hours—or even days—on diagnostics. The result? Delays in service rollouts, increased costs, and reduced team productivity.

What labs need is a solution that delivers accurate results that are aligned with specific testing intent—without the overhead of manual intervention.

How AGILITY Solves It

AGILITY streamlines diagnostics in lab environments by automating PCAP analysis and aligning results with user-provided test plans. Its intent-based diagnostics ensure that test outcomes are tied directly to the objectives of the testing process, eliminating unnecessary steps and reducing the risk of human error.

By automating these workflows, AGILITY doesn’t just accelerate diagnostics—it frees up engineers to focus on proactive improvements and high-value tasks, rather than repetitive troubleshooting.

It also helps operators reduce costs and bring new mobile services to market faster, giving them a significant competitive advantage.

Real-World Success: US Tier-1 Mobile Network Services Provider

This is exactly the solution that one US Tier-1 Mobile Network Operator was looking for when they came to us with a common challenge: “We must reimagine how we analyze packet captures for escalation cases. We don’t want people in the middle of this. It is too expensive, too slow, too inconsistent, and people get overwhelmed.”

Before adopting AGILITY, their teams were spending hours manually diagnosing test PCAPs, creating significant bottlenecks in their workflow. With AGILITY, they were able to transform their network operations and achieve remarkable results:

• Reduced test PCAP diagnosis time from hours to just two minutes.
• Boosted team productivity by 3x, enabling faster service rollouts.
• Lowered costs and significantly improved time-to-market.

By eliminating the inefficiencies of manual diagnostics, AGILITY helped this Tier-1 operator make their testing process more efficient and create new levels of productivity.

Key Takeaway

With AGILITY’s intent-based diagnostics, network operators can finally address the inefficiencies that have long plagued lab environments. By automating PCAP analysis and aligning results with testing goals, AGILITY empowers teams to accelerate their workflows, reduce costs, and bring new services to market faster than ever before.

Click here to learn how AGILITY's Intent Based Diagnostics can help you improve pre-production testing.

Use Case #2: Incident Co-Pilot for Escalations

While addressing inefficiencies in labs is critical for pre-production testing, total operational efficiency requires solutions that extend to live network incidents.

It's here where operational demands are at their highest. Diagnosing and resolving issues in real-time environments presents unique challenges that strain network resources, disrupt workflows, and reduce overall efficiency.

AGILITY addresses this need by acting as an incident co-pilot (a.k.a., Diagnostics Co-Pilot), helping Tier-2 support teams quickly identify and resolve issues without escalating to resource-draining war rooms. 

By automating diagnostics in live networks, AGILITY reduces both the time-to-resolution (TTR) and the dependency on senior engineering talent.

Challenges in Escalation Workflows

When live network incidents occur, the troubleshooting process is often fraught with inefficiencies, leaving operations teams scrambling to identify the root cause.

A typical escalation workflow looks like this:

1. A customer reports an issue.
2. A Tier-2 (T2) support rep investigates the issue.
3. If unresolved, the T2 rep escalates to specialized engineers.
4. Engineers pull and analyze PCAPs to identify the issue.
5. If the problem persists, the situation escalates into a war room—a high-pressure, cross-domain troubleshooting effort involving multiple engineers.
6. These engineers work overtime to resolve the issue, often at significant cost to team morale and retention.

These workflows aren’t just slow—they're costly.

War rooms divert the most skilled and expensive engineers away from strategic projects and can lead to significant morale issues when engineers are stuck working late nights and weekends.

Without a streamlined, automated approach, mobile network operators are left relying on a reactive process that struggles to keep up with the complexity of modern networks.

How AGILITY Solves It

AGILITY makes escalation workflows far more efficient and less costly by automating diagnostics for 70% of network incidents and empowering Tier-2 support teams to resolve issues without needing to escalate further.

Here’s how it works:

• Real-time PCAP analysis: AGILITY analyzes packet captures in real time, delivering actionable insights that are understandable for Tier-2 support, leading to faster identification and resolution of issues.
• Minimized escalations: By enabling Tier-2 staff to handle more incidents independently, AGILITY improves network performance and reduces the dependency on the expertise of engineers and decreases the need for war rooms.
• Faster time-to-resolution: With AGILITY, diagnostic time is drastically reduced, allowing network management teams to restore service in minutes rather than hours.

By automating these processes, AGILITY eliminates inefficiencies, eases the burden on engineering teams, and ensures operations staff can focus on providing reliable, uninterrupted service to subscribers—rather than having to react to every issue that emerges.

Real-World Success: US Tier-1 Mobile Operator

Efficiently managing escalations was a significant pain point for the US Tier-1 Mobile Operator we discussed earlier.

War rooms had become a frequent and costly occurrence, consuming wireless network resources and forcing senior engineers to spend long hours troubleshooting complex network issues. As one executive with the company put it: “My network engineers are expensive and difficult to retain. They would rather work on strategic projects than troubleshoot escalations, and it’s better for the business.”

This sentiment underscores a broader challenge: Without a more efficient solution, operators risk losing their most valuable talent to burnout and frustration.

By adopting AGILITY, the operator transformed its escalation workflow and once again achieved exceptional results:

• Mitigated war room dependency, reducing the average diagnostic time from one hour to just three minutes.
• Reduced Tier-2 escalations by 27%, allowing more incidents to be resolved at the Tier-2 level.
• Freed up senior engineers to focus on strategic initiatives instead of repetitive troubleshooting.
• Improved team morale by eliminating long nights and weekend triage sessions.

Key Takeaway

AGILITY’s incident co-pilot capabilities are designed to streamline escalation workflows, enabling operators to resolve network incidents faster, reduce escalations altogether, and eliminate the need for resource-heavy war rooms.

By automating diagnostics and empowering Tier-2 teams, AGILITY helps operators save time, lower costs, and ensure a better experience for both their staff and subscribers.

Click here to learn how AGILITY's generative AI-powered insights and intuitive UX can help reduce escalations and streamline your operations.

AGILITY in Action: Transforming a US Tier-1 Mobile Network Operator

Throughout this article, we’ve highlighted the success of one US Tier-1 Mobile Network Operator as proof of what AGILITY can do when it comes to network management.

So far, we’ve seen how AGILITY helped this mobile network operator reduce Tier-2 escalations by 27%, cut diagnostic times from an hour to just three minutes, and boost overall productivity. But that’s just scratching the surface of AGILITY's capabilities.

AGILITY helped this same mobile provider:

• Reduce service disruption for VIP subscribers: By automating diagnostics for high-priority traffic, AGILITY enabled proactive identification and resolution of issues before they impacted key customer segments.
• Improve incident predictability: With AI-powered automation, the operator gained deeper visibility into network behavior, allowing teams to anticipate and prevent recurring issues.
• Optimize resource allocation: By eliminating the need for frequent war rooms, AGILITY allowed the operator to allocate engineering resources to proactive, strategic projects, increasing overall productivity.
• Strengthen talent retention: With fewer late-night triage sessions and improved morale across teams, the operator saw a measurable improvement in workforce satisfaction and retention.

These additional outcomes showcase how AGILITY delivers value not only by resolving network issues faster, but by addressing the broader operational challenges that impact efficiency, customer experience, and profitability.

Scalability for Operators of All Sizes

AGILITY’s modular, cloud-native design ensures that these types of benefits aren't limited to Tier-1 operators.

Whether deployed in labs or the operations of live mobile networks, AGILITY delivers consistent, replicable results tailored to the unique needs of each network infrastructure.

Its scalability allows operators of all sizes to:

• Deploy AGILITY incrementally, starting in labs or specific operational workflows.
• Scale across multiple teams and core network infrastructure as business needs evolve.
• Adapt AGILITY’s capabilities to unique network architectures and objectives, ensuring maximum ROI.

No matter the size or complexity of the mobile network, AGILITY’s flexibility and modularity make it an invaluable tool for operators looking to optimize efficiency, reduce costs, and ultimately improve their bottom line through growth.

AGILITY: The Missing Link for Automated Operations

Throughout this article, we’ve explored the many challenges mobile network operators face—from inefficiencies in labs to the high costs of escalation workflows—and shown how AGILITY bridges the critical gap in mobile network automation.

By automating core network operations, AGILITY delivers an enormous range of benefits to a mobile network carrier that ripple across every aspect of their wireless network performance.

Whether it’s intent-based diagnostics that accelerate testing in labs or incident co-pilot capabilities that empower operations teams to resolve issues faster, AGILITY transforms workflows that were once resource-draining and time-intensive into a streamlined process. AGILITY is a critical component of any system relying on AI agents by providing the remediation steps necessary to take automated corrective action.

For providers of mobile services, the benefits are undeniable:

• Lower Costs: Eliminate unnecessary manual work, overtime, and costly war room scenarios.
• Faster Incident Resolutions: Dramatically reduce time-to-resolution for both pre-production testing and live network incidents.
• More Productive Talent: Free engineers to focus on strategic projects that drive innovation, boosting morale and retention across your workforce.

By addressing these key pain points, AGILITY doesn’t just resolve network issues faster—it enables operators to optimize their own core network infrastructure, improve customer satisfaction, and drive greater profitability across their business.

Take the Next Step

As consumers increasingly expect more from their mobile devices, the challenges facing mobile network operators will only multiply. These problems won’t solve themselves—but AGILITY can.

It’s time to rethink how diagnostics and troubleshooting fit into your operations and embrace a solution that removes bottlenecks, empowers your teams, and delivers measurable results.

With AGILITY, you can eliminate the inefficiencies holding your network back, reduce costly escalations, and achieve the operational efficiencies needed to improve profitability and grow in an industry that rewards constant innovation.

Book a demo today, and see firsthand how AGILITY can automate your mobile network operations and improve your bottom line.