CN102932818A - Wireless local area network (WLAN) based method for evaluating and analyzing customer service experience quality - Google Patents
Wireless local area network (WLAN) based method for evaluating and analyzing customer service experience quality Download PDFInfo
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Abstract
An evaluating system can be divided into four layers for analyzing. A client layer comprises subjective feeling of a client on a certain service/application, such as clearness and continuity of images and speed of file transmission (client layer quality of experience (QoE)). An operation layer is directly related to the client. The function of the operation layer comprises that characterization service parameters set by all operations/applications are selected and defined, such as time delay, jitter, continuity and bandwidth (operation layer key quality indicator (KQI)). The operation layer is deepened downwards to form a network layer and a device layer. The function of the network layer comprises that parameters set by operations/applications are converted into parameters which can be understood and implemented by a network (network layer key performance indicator (KPI)). The function of the device layer comprises that network parameters are converted into parameters which can be understood and implemented by a quality of service (QoS) mechanism of a device for expression and implementation (device layer KPI).
Description
Technical field
The present invention is based on the research of client's business experience quality evaluation and analysis method of WLAN (wireless local area network WLAN (wireless local area network)), Main Analysis client business experience Evaluation System, analysis user layer, operation layer, network layer and the corresponding technical indicator of mechanical floor four levels illustrate how to improve client's business experience quality in the WLAN field, relate to the technical fields such as computer network.
Background technology
WLAN is announced to the world splendidly, and the mobility broadband the property not enough and mobile network that has remedied fixed network is not enough, so WLAN can be used as replenishing of fixing and mobile network data business.Than Circuit Service, data service has following obvious characteristics: statistic multiplexing; Shared network resource between each user is relations of competition to Internet resources; Class of business is many, and development is fast; Different business has different characteristics, causes the network behavior of different business different, and is also different to the requirement of network quality; Business development is fast, and business model is complicated.These characteristics of data service all require network to possess effective QoS technology to provide reliable network quality for different users, different business.In the fixed the Internet field, optical fiber has very large bandwidth, so problem is not very outstanding, but but very large to the requirement of wireless communication networks.Mainly contain following two reasons: wireless communication spectrum is limited, limited bandwidth.The characteristics of mobile service maximum are mobility, and mobility has caused the business model of mobile data services more complicated, and traffic forecast is more difficult.Therefore, wireless data service is had higher requirement to network planning and the network optimization of 3G network.
The data transmission service of WLAN is better developed depend on client's business experience.Experiencing Economic Times is undoubtedly a kind of brand-new economic form, and its appearance has changed the management mode of enterprise.At Experiencing Economic Times, the user experiences the core value that is promoted to product; It is last seat " fort " of competition among enterprises that the user experiences; Promote the brand loyalty that user's experience also is the raising user of enterprise, the main path of promotion products innovation.The user only feels the expectation that the value of product has satisfied the expectation of oneself even surmounted user itself, and the user just can have good experience to product, and then forms satisfaction and loyal sense to product.It will be the core of wireless 3G, data service, wideband private wire service competition that the user experiences, and user experience quality (QoE) must become the hot issue in epoch.User's Quality of experience (Quality of Experience, QoE) is end to end concept of user, refers to that the user experiences the subjectivity of business, is the overall performance from the system that user's angle is felt.Thereby user experience quality (QoE) is that the client is to the measurement of service provider's total satisfactory grade.
Summary of the invention:
Technical problem: the objective of the invention is to improve client's business experience quality in the WLAN field.Analyze client's business experience Evaluation System, analysis user layer, operation layer, network layer and the corresponding technical indicator of mechanical floor four levels illustrate how to improve client's business experience quality in the WLAN field, can better build new operation mode and business prototype, for operator and service provider have founded new profit growth space, advance better the development of WLAN data transmission service.
Technical scheme: the present invention proposes client's business experience Evaluation System, analysis user layer, operation layer, network layer and the corresponding technical indicator of mechanical floor four levels illustrate how to improve client's business experience quality, the data transmission service growth point of realizing WLAN in the WLAN field.
Key method of the present invention is to propose client's business experience Evaluation System, optimizes the data transmission service of WLAN.
Concrete grammar based on client's business experience quality evaluation and analysis of WLAN is:
Make up objective industry affair Quality of experience evaluation system, as shown in Figure 1: evaluation system can be divided into four levels and analyze:
Client layer: the user with continuous, transmits the speed (client layer QoE) of file such as the clear of image to the subjective feeling of certain service/application.Promote the fundamental way of QoE: the one, from passive to conversion initiatively, namely wait the user quietly and reflect that the quality of service problem to initiatively going deep into professional deficiency and the shortcoming that exists of user investigation research, in time corrects and remedy; Two are based on network and service optimization to the conversion of customer-centric, namely from paying close attention to performance of network equipments, network performance to the customer service performance of paying close attention to.QoE is user oriented, can be from the performance of user behavior attribute and service attribute concern user's expectation and perception.
Directly closely bound up with the user is operation layer.The effect of operation layer is that the sign service parameter of every kind of service/application agreement is selected and defined: (operation layer KQI) such as time delay, shake, continuity, bandwidth.KQI (quality of service key index) is the performance index of weighing operation layer, and it is one group of qos parameter that can carry out measurement and monitoring, comprises professional availability, bandwidth, time delay, shake, bursts dropping ratio etc.What KQI related to is to use and service layer.KQI has reflected the be close to the users different business of impression or the mass parameter of application, so a kind of quality of service feature whether, can be weighed with the KQI index.
Operation layer deeply is exactly downwards network layer and mechanical floor.The effect of network layer is that the parameter that service/application is arranged is converted to the parameter (network layer KPI) that network can be understood and realize.The effect of mechanical floor is to convert network parameter to parameter that equipment QoS mechanism can be understood and realize, expresses and realizes (mechanical floor KPI).
The performance index of weighing network layer and mechanical floor are KPI (key network performance index), and it is that network level can monitor measurable important parameter, and its performance provides the ability of communication mechanism between the user for network or equipment.By the quantification to the KPI index, network can be realized different application and professional KQI, uses and professional objective qos requirement thereby can satisfy, and finally realizes terminal use's QoE.
Affect the parameter of QoE, KPI and KQI index as shown in Figure 2.
Description of drawings
Fig. 1 is client's service-aware Evaluation System of WLAN.Fig. 2 is the parameter that affects QoE, KPI and KQI index.
Embodiment
The lifting customer service is experienced, and realizes that the wlan network optimization means has four thinkings:
The first, improve the network of user oriented perception/evaluation the quality system.Obtain by all kinds of means network quality information from webmaster statistics, wireless measurement report MR, test calls, monitoring signaling, customer complaint, ticket information etc., by analysis-by-synthesis, reflect that objectively the user is to the perception of network.Simultaneously, by setting up the QoE-KQI-KPI evaluation system, quality of service is carried out precise evaluation.
The second, based on the professional network optimization of variation.The link that affects the data service quality is numerous, need to be optimized different links (interface/equipment) end to end.Simultaneously, because WLAN data service type is numerous, need to carry out network parameter, configuration optimization for concrete business, experience to guarantee the user.
The 3rd, based on the network optimization of diversified terminal.The difference of smart mobile phone/non intelligent mobile phone and different screen size, the maximum transmission power difference of different terminals, different input mode and terminal capability, form (net book, special-purpose terminal etc.) experiences to the user and network service quality has brought very big-difference, need to promote to a deeper level the user and experience and serve end to end.
The 4th, increase end to end network/quality of service monitoring means.
Claims (5)
1. client's business experience quality evaluation and analysis method based on WLAN, it is characterized in that: the client's business experience quality evaluation and analysis method based on WLAN is provided, this invention has proposed a kind of multi-level comprehensively method for evaluating quality for client's business experience of WLAN specially, by setting up stratification analysis and assessment structure, analyze QoE, KQI and the KPI index of each level, formed the analysis and assessment method based on WLAN client's business experience of user oriented layer, operation layer, network layer and mechanical floor.
2. the client's business experience quality evaluation and analysis method based on WLAN according to claim 1, it is characterized in that analysis user is to the subjective feeling of certain service/application, reflect that from passive wait user the quality of service problem is professional not enough to active analysis, the performance of user's expectation and perception is paid close attention in conversion from Network Based and service optimization to customer-centric from user behavior attribute and service attribute.
3. the client's business experience quality evaluation and analysis method based on WLAN according to claim 1, it is characterized in that the sign service parameter of service/application agreement is selected and defined: (operation layer KQI) such as time delay, shake, continuity, bandwidth, what KQI examined is to use and service layer, having reflected the be close to the users different business of impression or the mass parameter of application.
4. the client's business experience quality evaluation and analysis method based on WLAN according to claim 1, it is characterized in that the parameter of service/application agreement is converted to the parameter (network layer KPI) that network can be understood and realize, realize different application and professional KQI by the quantification to network layer KPI.
5. the client's business experience quality evaluation and analysis method based on WLAN according to claim 1, it is characterized in that converting network parameter to parameter that equipment QoS mechanism can be understood and realize, express and realize (mechanical floor KPI), satisfy the objective qos requirement of using with professional by equipment KPI, finally realize terminal use's QoE.
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| CN104363130A (en) * | 2014-07-03 | 2015-02-18 | 上海美琦浦悦通讯科技有限公司 | System and method for analyzing, positioning and controlling network quality problems in communication networks |
| CN104640125A (en) * | 2013-11-08 | 2015-05-20 | 中国移动通信集团浙江有限公司 | Method and device for assessing quality of WLAN (wireless local area network) business |
| WO2016101464A1 (en) * | 2014-12-26 | 2016-06-30 | 中兴通讯股份有限公司 | Quality of experience estimation method, device, terminal and server |
| CN107426564A (en) * | 2017-05-31 | 2017-12-01 | 上海艾策通讯科技股份有限公司 | IP network video traffic remote collection and the device of control |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104640125A (en) * | 2013-11-08 | 2015-05-20 | 中国移动通信集团浙江有限公司 | Method and device for assessing quality of WLAN (wireless local area network) business |
| CN104640125B (en) * | 2013-11-08 | 2018-01-30 | 中国移动通信集团浙江有限公司 | A kind of method and apparatus of the quality of assessment WLAN business |
| CN104363130A (en) * | 2014-07-03 | 2015-02-18 | 上海美琦浦悦通讯科技有限公司 | System and method for analyzing, positioning and controlling network quality problems in communication networks |
| CN104363130B (en) * | 2014-07-03 | 2018-02-16 | 上海赛特斯信息科技股份有限公司 | The system and method for network quality case study location control is realized in communication network |
| WO2016101464A1 (en) * | 2014-12-26 | 2016-06-30 | 中兴通讯股份有限公司 | Quality of experience estimation method, device, terminal and server |
| CN105791046A (en) * | 2014-12-26 | 2016-07-20 | 中兴通讯股份有限公司 | Method, device, terminal and server for evaluating user QoE |
| CN107426564A (en) * | 2017-05-31 | 2017-12-01 | 上海艾策通讯科技股份有限公司 | IP network video traffic remote collection and the device of control |
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