CN116669080A

CN116669080A - Repeated complaint early warning method, device and storage medium

Info

Publication number: CN116669080A
Application number: CN202310520677.7A
Authority: CN
Inventors: 程小闯; 柯腾辉; 武振; 王步亮; 李伟东; 麦建萍; 刘秀娥
Original assignee: China United Network Communications Group Co Ltd
Current assignee: China United Network Communications Group Co Ltd
Priority date: 2023-05-09
Filing date: 2023-05-09
Publication date: 2023-08-29

Abstract

The application provides a repeated complaint early warning method, a repeated complaint early warning device and a storage medium, relates to the technical field of communication, and is used for improving accuracy of repeated complaint judgment. The method comprises the following steps: acquiring parameters of target terminal equipment and parameters of at least one target access network equipment; the target terminal equipment is corresponding to a target user with the history complaint times larger than or equal to a first preset threshold value; the target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment; the parameters include voice parameters and/or network load parameters; and generating complaint early warning information under the condition that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet the preset conditions, wherein the probability of the complaint early warning information for representing repeated complaints of the target user is larger than or equal to a second preset threshold value.

Description

Repeated complaint early warning method, device and storage medium

Technical Field

The present application relates to the field of communications technologies, and in particular, to a method and apparatus for repeated complaint early warning, and a storage medium.

Background

Currently, communication networks of various network systems realize coexistence development, so that the architecture of the communication network becomes complex. In the complex communication network, if a user gives a complaint problem, operation and maintenance personnel are required to perform multiple optimization adjustment on the communication network to eliminate the complaint problem. However, if the optimization adjustment is not in place, repeated complaints by the user are likely to occur.

In order to avoid repeated complaints of users, a conventional network parameter checking mode is generally adopted to judge whether the users can perform repeated complaints or not, and the process is as follows: and acquiring performance indexes and alarm information of each key parameter of access network equipment connected during complaint of terminal equipment of a user, judging whether the network is abnormal or not based on the performance indexes and the alarm information of each key parameter, and determining whether the user can repeatedly complain or not according to the judging result. However, the above method is only suitable for the scene with a simpler communication architecture, and for the scene with a more complex communication architecture, only the access network device side data is considered, so that the repeated complaint judgment result is too one-sided and cannot be better attached to the actual situation, and further, the repeated complaint judgment result is more likely to be inconsistent with the actual situation, and further, the accuracy of the repeated complaint judgment is reduced.

Disclosure of Invention

The application provides a repeated complaint early warning method, a repeated complaint early warning device and a storage medium, which are used for improving the accuracy of repeated complaint judgment.

In order to achieve the above purpose, the application adopts the following technical scheme:

in a first aspect, the present application provides a repeated complaint early warning method, the method comprising: acquiring parameters of target terminal equipment and parameters of at least one target access network equipment; the target terminal equipment is corresponding to a target user with the history complaint times larger than or equal to a first preset threshold value; the target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment; the parameters include voice parameters and/or network load parameters; and generating complaint early warning information under the condition that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet the preset conditions, wherein the probability of the complaint early warning information for representing repeated complaints of the target user is larger than or equal to a second preset threshold value.

In one possible implementation, the preset conditions include: the service awareness abnormality of the target terminal device determined according to the parameters of the target terminal device, and the service awareness abnormality of the at least one target access network device determined according to the parameters of the at least one target access network device.

In one possible implementation, in a case where the type of the history complaint of the target user is a call type, the parameters of the target terminal device include voice parameters of the target terminal device; the voice parameters of the target terminal equipment include: the call duration and the call number of the first time period, the call duration and the call number of the second time period, and the call number of the third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are the same duration; the third time period is any one of the first time periods after the target time; the target time is the time of first optimizing the network based on the history complaint problem.

In one possible implementation manner, when the call duration of the first period is greater than or equal to the call duration of the second period, the call number of the first period is less than or equal to the call number of the second period, the ratio of the call duration of the second period to the call number of the second period is less than or equal to a third preset threshold, and the call number of the third period is greater than or equal to a fourth preset threshold, the abnormal service awareness of the target terminal device is determined.

In one possible implementation, in a case where the type of the history complaint of the target user is a network type, the parameters of the target terminal device include network load parameters of the target terminal device; the network load parameters of the target terminal device include: traffic and network usage duration for the first time period, and traffic and usage duration for the second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are the same duration; the target time is the time when the network is optimized for the first time based on the history complaint problem.

In one possible implementation manner, the abnormal service awareness of the target terminal device is determined under the condition that the traffic of the first time period is greater than or equal to the traffic of the second time period and the network usage time period of the first time period is greater than or equal to the network usage time period of the second time period.

In one possible implementation, in a case where the type of the history complaint of the target user is a network type, the parameters of the target terminal device include network load parameters of the target terminal device; the network load parameters of the target terminal device include: flow for m consecutive fourth time periods; the fourth time period is a second time period after the target time; the target moment is the moment of first optimizing the network based on the history complaint problem; m is a positive integer.

In one possible implementation manner, determining that the service perception of the target terminal device is abnormal when the ratio of the first ratio to the second ratio is smaller than or equal to a fifth preset threshold; the first ratio is a ratio of a sum of flows of any n consecutive fourth time periods to a sum of flows of any n consecutive fourth time periods; the second ratio is the ratio of the sum of the flows of the m consecutive fourth time periods to the sum of the m consecutive fourth time periods; n is a positive integer less than m.

In one possible implementation, in a case where the type of the history complaint of the target user is a call type, the parameters of the target access network device include voice parameters of the target access network device; the voice parameters of the target access network device include: traffic volume and voice user volume in the first time period, and traffic volume and voice user volume in the second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are the same duration; the target time is the time when the network is optimized for the first time based on the history complaint problem.

In one possible implementation, the first average value, the second average value, the third average value, and the fourth average value are determined based on parameters of at least one target access network device; the first average value is an average value of traffic of a first time period of at least one target access network device; the second average value is the average value of the traffic of the second time period of at least one target access network device; the third average value is an average value of voice user quantity of the first time period of the at least one target access network device; the fourth average value is an average value of voice user quantity of the second time period of the at least one target access network device; determining that the service perception of at least one target access network device is abnormal under the condition that the first average value is larger than or equal to the second average value, the third average value is larger than or equal to the fourth average value and the third ratio is smaller than the fourth ratio; the third ratio is the ratio of the first average value to the third average value; the fourth ratio is the ratio of the second average value to the fourth average value.

In one possible implementation, in a case where the type of the historical complaint problem of the target user is a network type, the parameters of the target access network device include network load parameters of the target access network device; the network load parameters of the target access network device include: average flow of physical resource block PRB utilization in the fifth time period; the fifth time period is any one of second time periods after the target time; the target time is the time when the network is optimized for the first time based on the history complaint problem.

In one possible implementation, the fifth average value and the sixth average value are determined based on parameters of the at least one target access network device; the fifth average value is an average value of PRB utilization of a fifth time period of the at least one target access network device; the sixth average value is an average value of the flow of the fifth time period of the at least one target access network device; and determining that the service perception of at least one target access network device is abnormal under the condition that the fifth average value is larger than or equal to a sixth preset threshold value and the sixth average value is larger than or equal to a seventh preset threshold value.

In one possible implementation, the area where the target user complains is an area formed by taking the complaint position of the target user as an origin and the preset distance as a radius.

In a second aspect, the present application provides a repeated complaint warning device, the device comprising: a communication unit and a processing unit; the communication unit is used for acquiring the parameters of the target terminal equipment and the parameters of at least one target access network equipment; the target terminal equipment is corresponding to a target user with the history complaint times larger than or equal to a first preset threshold value; the target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment; the parameters include voice parameters and/or network load parameters; and the processing unit is used for generating complaint early warning information under the condition that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet the preset conditions, and the probability that the complaint early warning information is used for representing repeated complaints of the target user is larger than or equal to a second preset threshold value.

In one possible implementation manner, when the call duration of the first period is greater than or equal to the call duration of the second period, the call number of the first period is less than or equal to the call number of the second period, the ratio of the call duration of the second period to the call number of the second period is less than or equal to a third preset threshold, and the call number of the third period is greater than or equal to a fourth preset threshold, the processing unit is further configured to determine that the traffic perception of the target terminal device is abnormal.

In one possible implementation manner, the processing unit is further configured to determine that the traffic perception of the target terminal device is abnormal, where the traffic of the first period is greater than or equal to the traffic of the second period, and the network usage time of the first period is greater than or equal to the network usage time of the second period.

In one possible implementation manner, the processing unit is further configured to determine that the traffic perception of the target terminal device is abnormal, if the ratio of the first ratio to the second ratio is less than or equal to a fifth preset threshold; the first ratio is a ratio of a sum of flows of any n consecutive fourth time periods to a sum of flows of any n consecutive fourth time periods; the second ratio is the ratio of the sum of the flows of the m consecutive fourth time periods to the sum of the m consecutive fourth time periods; n is a positive integer less than m.

In a possible implementation manner, the processing unit is further configured to determine a first average value, a second average value, a third average value, and a fourth average value based on parameters of at least one target access network device; the first average value is an average value of traffic of a first time period of at least one target access network device; the second average value is the average value of the traffic of the second time period of at least one target access network device; the third average value is an average value of voice user quantity of the first time period of the at least one target access network device; the fourth average value is an average value of voice user quantity of the second time period of the at least one target access network device; the processing unit is further configured to determine that the service awareness of the at least one target access network device is abnormal when the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is smaller than the fourth ratio; the third ratio is the ratio of the first average value to the third average value; the fourth ratio is the ratio of the second average value to the fourth average value.

In a possible implementation manner, the processing unit is further configured to determine a fifth average value and a sixth average value based on parameters of at least one target access network device; the fifth average value is an average value of PRB utilization of a fifth time period of the at least one target access network device; the sixth average value is an average value of the flow of the fifth time period of the at least one target access network device; and the processing unit is further configured to determine that the traffic perception of the at least one target access network device is abnormal when the fifth average value is greater than or equal to a sixth preset threshold value and the sixth average value is greater than or equal to a seventh preset threshold value.

In a third aspect, the present application provides a repeated complaint warning device, the device comprising: a processor and a communication interface. The communication interface is coupled to a processor for running a computer program or instructions to implement the repeated complaint warning method as described in any one of the possible implementations of the first aspect and the first aspect.

In a fourth aspect, the present application provides a computer readable storage medium having instructions stored therein which, when run on a terminal, cause the terminal to perform a repeated complaint warning method as described in any one of the possible implementations of the first aspect and the first aspect.

In a fifth aspect, the present application provides a computer program product comprising instructions which, when run on a repeated complaint warning device, cause the repeated complaint warning device to perform a repeated complaint warning method as described in any one of the possible implementations of the first aspect and the first aspect.

In a sixth aspect, the present application provides a chip comprising a processor and a communications interface, the communications interface and the processor being coupled, the processor being for running a computer program or instructions to implement a repeated complaint warning method as described in any one of the possible implementations of the first aspect and the first aspect.

In particular, the chip provided in the present application further includes a memory for storing a computer program or instructions.

The technical scheme at least brings the following beneficial effects: according to the repeated complaint early warning method provided by the application, the repeated complaint early warning device acquires the parameters of the target terminal equipment and the parameters of at least one target access network equipment, and judges whether the parameters of the target terminal equipment and the parameters of the at least one target access network equipment meet preset conditions. And generating complaint early warning information used for representing that the probability of repeated complaints of the target user is larger than or equal to a second preset threshold under the condition that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet preset conditions. Compared with the conventional network parameter-based method for determining whether the user repeatedly complains in the general technology, the repeated complaint early warning device in the method provided by the embodiment of the application determines whether the user repeatedly complains or not based on the parameter of the target terminal equipment and the parameter of at least one target access network equipment, that is, in the repeated complaint judging process, the repeated complaint early warning device refers to the parameter of at least one target access network equipment and also refers to the parameter of the target terminal equipment, so that the repeated complaint judgment can be carried out according to more comprehensive parameters, the actual situation can be more attached to the repeated complaint judgment, the error between the repeated complaint judgment result and the actual situation can be reduced as much as possible, and the accuracy of the repeated complaint judgment is improved.

Drawings

Fig. 1 is a block diagram of a communication system according to an embodiment of the present application;

FIG. 2 is a flowchart of a repeated complaint early warning method according to an embodiment of the present application;

FIG. 3 is a schematic diagram of an area where a target user complaints according to an embodiment of the present application;

FIG. 4 is a schematic diagram of repeated complaint early warning determination according to an embodiment of the present application;

FIG. 5 is a flowchart of another repeated complaint early warning method according to an embodiment of the present application;

FIG. 6 is a flowchart of another repeated complaint warning method according to an embodiment of the present application;

FIG. 7 is a schematic diagram of another repeated complaint early warning determination according to an embodiment of the present application;

FIG. 8 is a flowchart of another repeated complaint warning method according to an embodiment of the present application;

FIG. 9 is a flowchart of another repeated complaint warning method according to an embodiment of the present application;

FIG. 10 is a schematic structural diagram of a repeated complaint warning device according to an embodiment of the present application;

fig. 11 is a schematic structural diagram of another repeated complaint warning device according to an embodiment of the present application.

Detailed Description

The repeated complaint early warning method, the repeated complaint early warning device and the storage medium provided by the embodiment of the application are described in detail below with reference to the accompanying drawings.

The term "and/or" is herein merely an association relationship describing an associated object, meaning that there may be three relationships, e.g., a and/or B, may represent: a exists alone, A and B exist together, and B exists alone.

The terms "first" and "second" and the like in the description and in the drawings are used for distinguishing between different objects or between different processes of the same object and not for describing a particular order of objects.

Furthermore, references to the terms "comprising" and "having" and any variations thereof in the description of the present application are intended to cover a non-exclusive inclusion. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those listed but may optionally include other steps or elements not listed or inherent to such process, method, article, or apparatus.

It should be noted that, in the embodiments of the present application, words such as "exemplary" or "such as" are used to mean serving as an example, instance, or illustration. Any embodiment or design described herein as "exemplary" or "e.g." in an embodiment should not be taken as preferred or advantageous over other embodiments or designs. Rather, the use of words such as "exemplary" or "such as" is intended to present related concepts in a concrete fashion.

In the description of the present application, unless otherwise indicated, the meaning of "a plurality" means two or more.

In order to avoid repeated complaints of users, a conventional network parameter checking mode or a mode of calling back the users is generally adopted. The following explains the two modes respectively:

mode 1, conventional network parameter verification

The conventional network parameter checking means to acquire performance indexes and alarm information of each key parameter of the access network device connected when the terminal device of the user complains, judge whether the network is abnormal based on the performance indexes and alarm information of each key parameter, and determine whether the user will conduct repeated complaints according to the judgment result.

The problem with embodiment 1 is that: mode 1 is only suitable for a scenario in which the communication architecture is relatively simple (for example, a single network type communication architecture such as a third generation mobile communication technology (3rd generation mobile communication technology,3G) or a fourth generation mobile communication technology (4th generation mobile communication technology,4G)), and for a scenario in which the communication architecture is relatively complex, only access network device side data is considered, which results of repeated complaint determination are too one-sided and cannot be better attached to actual conditions, and further, repeated complaint determination results are likely to be inconsistent with actual conditions, and further, accuracy of repeated complaint determination is reduced.

Mode 2, telephone return visit user

The call back visit user refers to that an operator inquires whether the complaint problem of the user is solved or not through a call mode, or whether the network perception after optimization and adjustment is good or not is judged, and whether the user can conduct repeated complaint or not is judged according to the inquiry result.

Mode 2 has the following problems: because subjective judgment factors exist in the perception of the user to the network use, and the actual use experience of the user is greatly influenced by factors such as geographical environment restriction, the problem that the user answers to complaints when the customer service personnel call back is solved often occurs, but the complaints are repeated in a short time, so that the repeated complaint judgment is inaccurate.

In view of this, an embodiment of the present application provides a data transmission method, where a repeated complaint early warning device obtains parameters of a target terminal device and parameters of at least one target access network device, and determines whether the parameters of the target terminal device and the parameters of the at least one target access network device meet preset conditions. And generating complaint early warning information used for representing that the probability of repeated complaints of the target user is larger than or equal to a second preset threshold under the condition that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet preset conditions. Compared with the conventional network parameter-based method for determining whether the user repeatedly complains in the general technology, the repeated complaint early warning device in the method provided by the embodiment of the application determines whether the user repeatedly complains or not based on the parameter of the target terminal equipment and the parameter of at least one target access network equipment, that is, in the repeated complaint judging process, the repeated complaint early warning device refers to the parameter of at least one target access network equipment and also refers to the parameter of the target terminal equipment, so that the repeated complaint judgment can be carried out according to more comprehensive parameters, the actual situation can be more attached to the repeated complaint judgment, the error between the repeated complaint judgment result and the actual situation can be reduced as much as possible, and the accuracy of the repeated complaint judgment is improved.

As shown in fig. 1, fig. 1 shows a schematic structural diagram of a communication system according to an embodiment of the present application. The communication system 10 includes: at least one target access network device 101, at least one target terminal device 102, and at least one repeated complaint warning means 103. Fig. 1 illustrates two target access network devices 101, one target terminal device 102, and one repeated complaint warning device 103 as examples.

The repeated complaint early-warning device 103 is configured to obtain the parameter of the target terminal device 102 and the parameter of the at least one target access network device 101, and generate complaint early-warning information when the parameter of the target terminal device 102 and the parameter of the at least one target access network device 101 meet a preset condition.

The target terminal device 102 is a terminal device corresponding to a target user whose historical complaint times are greater than or equal to a first preset threshold. The target access network device 101 is located in an area where the target user complaints, and the network format of the target access network device 101 is the network format supported by the target terminal device 102. The parameters include voice parameters and/or network load parameters. The complaint early warning information is used for representing that the probability of repeated complaints of the target user is larger than or equal to a second preset threshold value.

The target access network device 101 is configured to provide parameters of the target access network device 101 for the repeated complaint early warning device 103.

Target terminal device 102, configured to provide parameters of target terminal device 102 for repeated complaint warning device 103.

In an alternative implementation manner, the target access network device 101 is mainly used to implement functions such as resource scheduling, radio resource management, and radio access control of the target terminal device 102. Specifically, the target access network device 101 may be any one of a small base station, a wireless access point, a transceiver point (transmission receive point, TRP), a transmission point (transmission point, TP), and some other access node.

In a possible implementation, the target terminal device 102 is located within the coverage area of the target access network device 101, connects to the target access network device 101, and may report measurement reports (measurement report, MR) to the target access network device 101. The target terminal device 102 may be a terminal (terminal equipment) or a User Equipment (UE) or a Mobile Station (MS) or a Mobile Terminal (MT), etc. Specifically, the target terminal device 102 may be a mobile phone (mobile phone), a tablet computer, or a computer with a wireless transceiver function, and may also be a Virtual Reality (VR) terminal, an augmented reality (augmented reality, AR) terminal, a wireless terminal in industrial control, a wireless terminal in unmanned driving, a wireless terminal in telemedicine, a wireless terminal in smart grid, a wireless terminal in smart city (smart home), a vehicle-mounted terminal, and the like. In the embodiment of the present application, the means for implementing the function of the target terminal device 102 may be the target terminal device 102, or may be a means capable of supporting the target terminal device 102 to implement the function, for example, a chip system.

In practical application, the repeated complaint early warning device 103 may be an entity server of a communication carrier, and may also be a virtual server of the communication carrier, such as a cloud server.

It should be noted that fig. 1 is only an exemplary frame diagram, and the number of nodes included in fig. 1 is not limited, and other nodes may be included in addition to the functional nodes shown in fig. 1, for example: core network devices, gateway devices, application servers, etc., are not limited.

In addition, the communication system described in the embodiments of the present application is for more clearly describing the technical solution of the embodiments of the present application, and does not constitute a limitation on the technical solution provided in the embodiments of the present application, and as a person of ordinary skill in the art can know, with evolution of network architecture and appearance of a new communication system, the technical solution provided in the embodiments of the present application is applicable to similar technical problems.

In order to solve the problems in the prior art, the embodiment of the application provides a repeated complaint early warning method which can improve the accuracy of repeated complaint judgment. As shown in fig. 2, the method includes:

s201, the repeated complaint early warning device acquires parameters of the target terminal equipment and parameters of at least one target access network equipment.

The target terminal equipment is corresponding to a target user with the history complaint times being greater than or equal to a first preset threshold value. The target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment. The parameters include voice parameters and/or network load parameters.

Optionally, the repeated complaint early-warning device may set a first preset threshold according to the actual situation, for example, the repeated complaint early-warning device sets the first preset threshold to 1. The foregoing is merely an exemplary description of the first preset threshold, and the first preset threshold may be another value, which is not limited in this aspect of the present application.

As a possible implementation manner, before S201, the implementation process of determining, by the repeated complaint early-warning device, the at least one target access network device may be: the repeated complaint early warning device can determine the area where the target user complains and determine the access network equipment in the area where the target user complains as the first access network equipment.

And the repeated complaint early warning device sends the identification and/or model of the target terminal equipment to the network management platform. Correspondingly, the network management platform receives the identification and/or model of the target terminal equipment from the repeated complaint early warning device, determines the functions supported by the target terminal equipment and the type of the historical complaint of the target terminal equipment based on the identification and/or model of the target terminal equipment, and sends the functions supported by the target terminal equipment and the type of the historical complaint of the target terminal equipment to the repeated complaint early warning device. Correspondingly, the repeated complaint early warning device receives the function supported by the target terminal equipment and the type of the historical complaint of the target terminal equipment from the network management platform, and determines the network system supported by the target terminal equipment according to the function supported by the target terminal equipment and the type of the historical complaint of the target terminal equipment.

The repeated complaint early warning device determines first access network equipment with the same network system as the network system supported by the target terminal equipment from at least one first access network equipment as target access network equipment.

Optionally, if the functions supported by each of the plurality of terminal devices and the types of the history complaints are different, the plurality of terminal devices may correspond to different network systems. As shown in the following table 1, if the functions supported by the target terminal device include: supporting 4G surfing, supporting 4G conversation, supporting 5G surfing, and supporting 5G conversation, wherein the type of the history complaint is a conversation type, and the network system supported by the target terminal equipment comprises: 3G, 4G, and 5G. If the functions supported by the target terminal device include: supporting 4G surfing, supporting 4G conversation, supporting 5G surfing, and supporting 5G conversation, wherein the type of the history complaint is a network type, and the network system supported by the target terminal equipment comprises: 4G and 5G. If the functions supported by the target terminal device include: supporting 4G surfing, 4G conversation and 5G surfing, and the type of the history complaint is a conversation type, the network system supported by the target terminal device comprises: 3G, 4G, and 5G. If the functions supported by the target terminal device include: supporting 4G surfing, 4G conversation and 5G surfing, and the type of the history complaints is a network type, the network system supported by the target terminal device comprises: 4G and 5G. If the functions supported by the target terminal device include: supporting 4G surfing and 4G conversation, wherein the type of the history complaint is the conversation type, and the network system supported by the target terminal equipment comprises: 3G and 4G. If the functions supported by the target terminal device include: 4G surfing and 4G conversation are supported, and the type of the history complaint is a network type, and the network system supported by the target terminal equipment is 4G. If the function supported by the target terminal equipment is to support 4G Internet surfing and the type of the history complaint is a call type, the network system supported by the target terminal equipment is 3G. If the function supported by the target terminal equipment is 4G call support and the type of the history complaint is network type, the network system supported by the target terminal equipment is 4G.

TABLE 1

It can be understood that in the process of determining the target access network device, the repeated complaint early warning device not only eliminates the access network devices which are different from the network system supported by the target terminal device, but also limits the range of selecting the target access network device, thus greatly eliminating the influence of the index of the irrelevant access network device on the repeated complaint judgment result, reducing the occupied storage pressure of the database of the repeated complaint early warning device and improving the operation rate. And the repeated complaint early warning device can determine the target access network device based on the area where the target user complains, the network system and the position of the access network device and the network system supported by the target terminal device, so that the target access network device does not need to be manually screened, and the repeated complaint early warning efficiency is improved.

In addition, the repeated complaint early warning method provided by the embodiment of the application can be suitable for a framework of a single network system (for example, a 3G network system, a 4G network system or a 5G network system), and also can be suitable for a framework of coexistence of multiple network systems (for example, a 3G network system and a 4G network system, a 3G network system and a 5G network system, or a 4G network system and a 5G network system, or a 3G network system, a 4G network system and a 5G network system), and the application is not limited in any way.

In an alternative embodiment, the area where the target user complains is an area formed by taking the complaint position of the target user as the origin and the preset distance (i.e., d) as the radius. For example, as shown in fig. 3, a region #1 in which a target user complaints is a region formed with a complaint position of the target user as an origin and d=rmax as a radius, and the region #1 in which the target user complaints includes an access network device #1, an access network device #2, and an access network device #3. The network system of the access network device #1 and the network system of the access network device #2 are the same as the network system supported by the target terminal device, and the network system of the access network device #3 is different from the network system supported by the target terminal device, so in this example, the repeated complaint early-warning device may determine that the access network device #1 and the access network device #2 are the target access network device.

As a possible implementation manner, the repeated complaint early-warning device may configure an identifier (denoted as a target identifier) for representing that the number of times of the historical complaint is greater than or equal to the first preset threshold for the target user, so that the repeated complaint early-warning device may directly determine whether the user is the target user based on the target identifier.

Optionally, the repeated complaint early warning device may further configure information such as an expiration date, a configuration mode, and a type of the target identifier. The identification type may correspond to a type of historical complaint of the target user. As shown in table 2 below, the name of the target identifier may be a repeated complaint, the validity period of the target identifier may be 30 days, the configuration mode of the target identifier may be artificial, and the identifier type of the target identifier may be a call type (i.e., E1), a network type (i.e., E2), or a call type and a network type (i.e., E3).

TABLE 2

It can be understood that the repeated complaint early warning device configures validity period, configuration mode, identification type and other information (recorded as information of the target user) for the target identification of the target user, and the information of the target user is brought into the monitoring database, so that common users (namely non-target users) can be eliminated, only the information of the target user is saved, the integrity of the target user group to be monitored is ensured, and redundant data is prevented from occupying the storage space of the monitoring database. In addition, the repeated complaint early warning device is also configured with the identification type in the process of configuring the information of the target user for the target user, so that the repeated complaint early warning device can rapidly acquire the type of the historical complaint from the information of the target identification, and further the follow-up repeated complaint early warning device can conveniently make differential early warning based on different types of historical complaints.

S202, the repeated complaint early warning device determines whether the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet preset conditions.

In an alternative embodiment, the preset conditions include: and determining the service awareness abnormality of the target terminal equipment according to the parameters of the target terminal equipment, and determining the service awareness abnormality of at least one target access network equipment according to the parameters of the at least one target access network equipment.

As an optional implementation manner, the implementation process of determining, by the repeated complaint early-warning device, that the service perception of the target terminal device is abnormal according to the parameter of the target terminal device may be: the repeated complaint early warning device can acquire the type of the historical complaint of the target terminal equipment, and determine the method for determining whether the service perception of the target terminal equipment is abnormal or not by the repeated complaint early warning device based on the type of the historical complaint of the target terminal equipment. And the repeated complaint early warning device judges the parameters of the target terminal equipment through the determined method to obtain a judging result, and determines whether the service perception abnormality of the target terminal equipment is abnormal or not under the condition that the judging result indicates the service perception abnormality of the target terminal equipment.

Optionally, the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of the at least one target access network device is abnormal according to the parameter of the at least one target access network device may be understood by referring to the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of the target terminal device is abnormal according to the parameter of the target terminal device, which is not described herein.

In one example, the type of history complaints of the target terminal device may include at least one of: call type, or network type. The above is merely one exemplary illustration of the type of the history complaint of the target terminal device, and the type of the history complaint of the target terminal device may also include other types, which the present application does not limit in any way.

In an alternative implementation manner, whether the service awareness of the target terminal device is abnormal or not may be characterized by a user awareness value. For example, if the user perception value is-1, the target terminal equipment is indicated to be normal in service perception. And if the user perception value is 1, indicating that the service perception of the target terminal equipment is abnormal.

In another optional implementation manner, whether the traffic awareness of the at least one target access network device is abnormal may be characterized by an access network device awareness value. For example, if the access network device perceives a value of-1, it indicates that the service perception of the access network device is normal. And if the perception value of the access network equipment is 1, indicating that the service perception of the access network equipment is abnormal.

In combination with the above optional implementation manner, the repeated complaint early warning device may determine whether the parameter of the target terminal device and the parameter of at least one target access network device meet the preset condition according to the user perception value and the access network device perception value. As shown in fig. 4, in the case where the user perception value is 1 and the access network device perception value is 1, the repeated complaint early warning device may determine that the parameter of the target terminal device and the parameter of at least one target access network device meet the preset condition. And under the condition that the user perception value is-1 and the access network equipment perception value is 1, or the user perception value is 1 and the access network equipment perception value is-1, or the user perception value is-1 and the access network equipment perception value is-1, the repeated complaint early warning device can determine that the parameters of the target terminal equipment and the parameters of at least one target access network equipment do not meet the preset condition.

It can be appreciated that the repeated complaint early warning method provided by the embodiment of the application can be used for carrying out induction and analysis on the parameters of the target terminal equipment and the parameters of at least one target access network equipment by the repeated complaint early warning device, so that manual induction and analysis are not needed, and the risk of repeated complaint early warning misjudgment caused by manual induction and analysis is reduced.

Optionally, if the parameters of the target terminal device and/or the parameters of at least one target access network device do not meet the preset conditions, the process is ended (i.e. no complaint early warning information is generated).

Alternatively, if the parameter of the target terminal device and/or the parameter of at least one target access network device do not meet the preset condition, the repeated complaint early warning device directly eliminates the information of the target user in the monitoring database.

Alternatively, if the parameter of the target terminal device and/or the parameter of the at least one target access network device do not meet the preset condition, the repeated complaint early warning device may generate complaint determination result information, and send the complaint determination result information to the customer service support system of the operator, where the probability that the complaint determination result information is used to characterize repeated complaints of the target user is smaller than the second preset threshold. In this way, after the customer service support system of the operator receives the complaint judging result information, the information of the target user can be removed from the monitoring database.

And if the parameters of the target terminal equipment and the parameters of the at least one target access network equipment meet the preset conditions, executing S203.

S203, the repeated complaint early warning device generates complaint early warning information.

The probability that the complaint early warning information is used for representing repeated complaints of the target user is larger than or equal to a second preset threshold value.

Optionally, the repeated complaint early-warning device may set a second preset threshold according to the actual situation, for example, the repeated complaint early-warning device sets the second preset threshold to 90%. The foregoing is merely an exemplary description of the second preset threshold, and the second preset threshold may be another value, which is not limited in this aspect of the present application.

In an alternative implementation, after S203, the repeated complaint warning device may reconfigure the validity period for the target user and update the new validity period in the monitoring database.

Optionally, the repeated complaint early warning device can add the complaint early warning information of the target user into the user database, so that the relevant departments of the operators can directly acquire the service perception condition of the target user in real time, and further the cost of manual communication is reduced. The repeated complaint early warning device can also add the parameters of the target terminal equipment into the user database, so that the follow-up repeated complaint early warning device can directly acquire the parameters of the target terminal equipment from the user database based on the target identification of the target user.

It can be understood that, because the user database is only used as the basis for repeated complaint early warning judgment and is not used as the basis for repeated complaint problem overtaking, the complaint early warning information has shorter timeliness, and the complaint early warning information is used as the basis for repeated complaint early warning judgment, so that the tracking process of the complaint problem can be simplified, the number of times of customer service revisiting the target user can be reduced, the actual resolution of the problem can be improved, and the probability of the target user for repeated complaint can be effectively reduced.

In addition, because the complaint early warning information occupies small memory space, a common host with general performance can be used as a server for building the user database.

Optionally, in the case that the types of the historical complaints of the target users are different, the process of determining whether the service perception of the target terminal device is abnormal by the repeated complaint early-warning device is also different. The type of historical complaints of the target user may include at least one of: the call type, or the network type, can be classified into the following three cases in view of this: the type of the history complaints in case 1 is the call type. The type of case 2, history complaints is the network type. The types of case 3, history complaints include call type and network type. The following describes the procedure of determining the abnormal business perception of the target terminal device by the repeated complaint early warning device under the three conditions.

The type of the history complaints in case 1 is the call type.

In case 1, the parameters of the target terminal device include voice parameters of the target terminal device. The voice parameters of the target terminal equipment include: the call duration and number of calls in the first time period, the call duration and number of calls in the second time period, and the number of calls in the third time period. The first time period is any one of time periods before the target time. The second time period is any one time period after the target time. The first time period and the second time period are the same duration. The third time period is any one of the first time periods after the target time. The target time is the time of first optimizing the network based on the history complaint problem. On the basis of the method embodiment shown in fig. 2, this embodiment provides a possible implementation manner, and as shown in fig. 5, the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of the target terminal device is abnormal according to the parameters of the target terminal device may include the following S501 to S502.

S501, the repeated complaint early warning device determines whether the call duration of the first time period is greater than or equal to the call duration of the second time period, whether the call frequency of the first time period is less than or equal to the call frequency of the second time period, whether the ratio of the call duration of the second time period to the call frequency of the second time period is less than or equal to a third preset threshold, and whether the call frequency of the third time period is greater than or equal to a fourth preset threshold.

In some examples, the duration of the first time period or the second time period may be less than the first time period, the duration of the first time period or the second time period may also be equal to the first time period, and the duration of the first time period or the second time period may also be greater than the first time period, which is not limited in this regard by the present application.

As an optional implementation manner, before S501, the repeated complaint early-warning device may directly obtain the traffic volume and the voice user volume in the first period, and the traffic volume and the voice user volume in the second period.

Illustratively, the first time period may be any day (i.e., 24 hours) before the target time, and the second time period may be any day (i.e., 24 hours) after the target time.

As an optional implementation manner, before S501, the repeated complaint early-warning device may first obtain a plurality of traffic volumes in a first period, and determine an average value of the traffic volumes in the first period as the traffic volumes in the first period described in the present application. The repeated complaint early warning device can firstly acquire the voice user quantity in a plurality of first time periods, and determine the average value of the voice user quantity in the plurality of first time periods as the voice user quantity in the first time period recorded by the application.

Optionally, the implementation process of determining the traffic volume and the voice user volume in the second time period by the repeated complaint early-warning device may be understood by referring to the implementation process of determining the traffic volume and the voice user volume in the first time period by the repeated complaint early-warning device, which is not described herein.

Optionally, the number of times of the call in the third period may be the number of times of the call between the target terminal device and any terminal device other than the target terminal device in the communication network in the third period, and may be the sum of the number of times of the call between the target terminal device and at least one terminal device other than the target terminal device in the communication network in the third period.

If the call duration of the first time period is greater than or equal to the call duration of the second time period, the call number of the first time period is less than or equal to the call number of the second time period, the ratio of the call duration of the second time period to the call number of the second time period is less than or equal to a third preset threshold, and the call number of the third time period is greater than or equal to a fourth preset threshold, the complaint early warning device is repeatedly executed S502.

That is, in the case where the voice parameters of the target terminal device described above satisfy the following equation 1, the complaint warning device is repeated to execute S502.

And Lf is the call duration of the first time period. Mf is the number of calls in the first time period. And La is the call duration of the second time period. And Ma is the number of calls in the second time period. Mma is the number of calls in the third time period. Lmin is a third preset threshold. Mmax is a fourth preset threshold.

S502, the repeated complaint early warning device determines that the service perception of the target terminal equipment is abnormal.

Optionally, if the call duration of the first period is smaller than the call duration of the second period, and/or the call number of the first period is larger than the call number of the second period, and/or the ratio of the call duration of the second period to the call number of the second period is larger than a third preset threshold, and/or the call number of the third period is smaller than a fourth preset threshold, the repeated complaint early-warning device determines that the service perception of the target terminal device is normal.

The type of case 2, history complaints is the network type.

In case 2, the method for determining, by the repeated complaint warning device, that the traffic perception of the target terminal device is abnormal according to the parameter of the target terminal device may include the following method 1 and/or method 2. The following describes the above-mentioned method 1 and method 2, respectively.

In method 1, the parameters of the target terminal device include network load parameters of the target terminal device. The network load parameters of the target terminal device include: traffic and network usage duration for the first time period, and traffic and usage duration for the second time period. On the basis of the method embodiment shown in fig. 3, this embodiment provides a possible implementation manner, and as shown in fig. 4, the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of the target terminal device is abnormal according to the parameters of the target terminal device may include the following S503 to S504.

S503, the repeated complaint early-warning device determines whether the flow of the first time period is greater than or equal to the flow of the second time period and whether the network use time length of the first time period is greater than or equal to the network use time length of the second time period.

Optionally, the descriptions of the first time period and the second time period may be understood with reference to the descriptions of the corresponding positions, which are not described herein.

If the flow in the first period is greater than or equal to the flow in the second period, and the network usage time in the first period is greater than or equal to the network usage time in the second period, the complaint early-warning device executes S504 repeatedly.

That is, in the case where the voice parameters of the target terminal device described above satisfy the following equation 2, the complaint warning device is repeated to execute S504.

Wherein Ff is the flow rate in the first period. Lff is the duration of network usage for the first period of time. Fa is the flow rate for the second period. Lfa is the network usage duration of the second period.

S504, the repeated complaint early warning device determines that the service perception of the target terminal equipment is abnormal.

Optionally, if the flow in the first period is smaller than the flow in the second period, and/or the network usage time in the first period is smaller than the network usage time in the second period, the repeated complaint early-warning device determines that the service perception of the target terminal device is normal.

In method 2, the parameters of the target terminal device include network load parameters of the target terminal device. The network load parameters of the target terminal device include: flow for m consecutive fourth time periods. The fourth time period is a second time period after the target time. m is a positive integer. On the basis of the method embodiment shown in fig. 2, this embodiment provides another possible implementation manner, and as shown in fig. 5, the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of the target terminal device is abnormal according to the parameters of the target terminal device may include the following S505 to S506.

S505, the repeated complaint early warning device determines whether the ratio of the first ratio to the second ratio is smaller than or equal to a fifth preset threshold.

Wherein the first ratio is a ratio of a sum of flows of any n consecutive fourth time periods to a sum of any n consecutive fourth time periods of the flows of the plurality of fourth time periods. The second ratio is the ratio of the sum of the flows of the m consecutive fourth time periods to the sum of the m consecutive fourth time periods. n is a positive integer less than m.

In one example, the second time period may be less than or equal to the time period of the first time period or the second time period, and greater than or equal to the first time period. The above is merely an example of the relationship between the first time period, the second time period, and the time period of the first time period or the second time period, and the present application is not limited in any way.

Alternatively, the first ratio may satisfy the following equation 3:

wherein V delta t is the first ratio. D (x) is the flow rate in the x-th fourth time period among the plurality of fourth time periods. Δt is the fourth time period.

Illustratively, as shown in FIG. 6, taking x equal to 4 and n equal to 3 as an example, the first ratio is the ratio of the sum of the flow rate of the 2 nd fourth time period (i.e., dt 2), the flow rate of the 3 rd fourth time period (i.e., dt 3), and the flow rate of the 4 th fourth time period (i.e., dt 4) to the sum of the 3 fourth time periods (i.e., deltat).

Alternatively, the second ratio may satisfy the following equation 4:

wherein dΔt is the second ratio. M is the number of the above-described plurality of fourth time periods.

For example, as shown in fig. 6, taking M as an example, the second ratio is a ratio of the sum of the flow rate of the 1 st fourth period (i.e., dt 1), the flow rate of the 2 nd fourth period (i.e., dt 2), the flow rate of the 3 rd fourth period (i.e., dt 3), the flow rate of the 4 th fourth period (i.e., dt 4), the flow rate of the 5 th fourth period (i.e., dt 5), the flow rate of the 6 th fourth period (i.e., dt 6), the flow rate of the 7 th fourth period (i.e., dt 7), and the flow rate of the 8 th fourth period (i.e., dt 8) to the sum of the 8 fourth periods (i.e., Δt).

If the ratio of the first ratio to the second ratio is less than or equal to the fifth preset threshold, the complaint early-warning device executes S506 repeatedly.

That is, in the case where the voice parameters of the above-described target terminal device satisfy the following equation 5, the complaint warning device is repeated to execute S506.

V delta t/D delta t is less than or equal to FI formula 5

Wherein FI is a fifth preset threshold.

S506, the repeated complaint early warning device determines that the service perception of the target terminal device is abnormal.

Optionally, if the ratio of the first ratio to the second ratio is greater than a fifth preset threshold, the repeated complaint early-warning device determines that the service perception of the target terminal device is normal.

In an optional implementation manner, in the case that the method for determining, by the repeated complaint early-warning device, that the service perception of the target terminal device is abnormal according to the parameter of the target terminal device may include the following method 1 and method 2, the repeated complaint early-warning device determines, based on the method 1, whether the service perception of the target terminal device is abnormal and may be represented by the first user perception value, and the repeated complaint early-warning device determines, based on the method 2, whether the service perception of the target terminal device is abnormal and may be represented by the second user perception value. For example, if the first user perception value or the second user perception value is-1, the service perception of the target terminal device is indicated to be normal. And if the first user perception value or the second user perception value is 1, indicating that the service perception of the target terminal equipment is abnormal.

In combination with the above optional implementation manner, the repeated complaint early warning device may determine whether the parameter of the target terminal device and the parameter of the at least one target access network device meet the preset condition according to the first user perception value, the second user perception value, and the access network device perception value. As shown in fig. 7, when the first user perception value is 1, the second user perception value is 1, and the access network device perception value is 1; and/or the first user perception value is 1, the second user perception value is-1, and the access network equipment perception value is 1; and/or the repeated complaint early warning device can determine that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet the preset condition under the conditions that the first user perception value is-1, the second user perception value is 1 and the access network equipment perception value is-1. The first user perception value is 1, the second user perception value is 1, and the access network equipment perception value is-1; and/or the first user perception value is 1, the second user perception value is-1, and the access network equipment perception value is-1; and/or the first user perception value is-1, the second user perception value is 1, and the access network equipment perception value is-1; and/or the first user perception value is-1, the second user perception value is-1, and the access network equipment perception value is-1; and/or the repeated complaint early warning device can determine that the parameters of the target terminal equipment and the parameters of at least one target access network equipment meet the preset condition under the conditions that the first user perception value is-1, the second user perception value is-1 and the access network equipment perception value is 1.

The types of the historical complaints in case 3 are call type and network type.

In case 3, if the repeated complaint early-warning device determines that the service perception of the target terminal device is abnormal based on the call type determination process and/or the repeated complaint early-warning device determines that the service perception of the target terminal device is abnormal based on the network type determination process, the repeated complaint early-warning device determines that the service perception of the target terminal device is abnormal.

If the repeated complaint early-warning device determines that the service perception of the target terminal device is normal based on the judging process of the call type, and the repeated complaint early-warning device determines that the service perception of the target terminal device is normal based on the judging process of the call type, the repeated complaint early-warning device determines that the service perception of the target terminal device is normal.

Alternatively, the process of determining whether the service perception of the target terminal device is abnormal by the repeated complaint warning device based on the determination process of the call type may refer to S501 to S502 described above. The process of determining whether or not the service perception of the target terminal device is abnormal by the repeated complaint early-warning device based on the determination process of the call type may refer to the above-described S503 to S504.

Optionally, in the case that the types of the historical complaints are different, the process of determining whether the service awareness of at least one target access network device is abnormal by the repeated complaint early-warning device is also different. In combination with the above three cases (i.e., case 1, case 2, and case 3), the following describes the implementation procedure of the repeated complaint early-warning device to determine whether the service awareness of at least one target access network device is abnormal in the above three cases, respectively.

The type of the history complaints in case 1 is the call type.

In case 1, the parameters of the target access network device include voice parameters of the target access network device. The voice parameters of the target access network device include: traffic volume and voice user volume for the first time period, and traffic volume and voice user volume for the second time period. On the basis of the method embodiment shown in fig. 2, this embodiment provides a possible implementation manner, and as shown in fig. 8, the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of at least one target access network device is abnormal according to the parameters of the target access network device may include the following S801 to S803.

S801, the repeated complaint early warning device determines a first average value, a second average value, a third average value and a fourth average value based on parameters of at least one target access network device.

Wherein the first average value is an average value of traffic volume of a first time period of the at least one target access network device. The second average value is an average value of traffic volume of a second time period of the at least one target access network device. The third average value is an average value of voice user amounts for a first period of time of the at least one target access network device. The fourth average value is an average value of voice user amounts of the second time period of the at least one target access network device.

S802, the repeated complaint early warning device determines whether the first average value is larger than or equal to the second average value, whether the third average value is larger than or equal to the fourth average value, and whether the third ratio is smaller than the fourth ratio.

The third ratio is a ratio of the first average value to the third average value. The fourth ratio is the ratio of the second average value to the fourth average value.

That is, in the case where the voice parameters of the above-described target terminal device satisfy the following equation 6, the complaint warning device is repeated to execute S803.

Wherein Cf is a call duration of the first time period. Ca is the number of calls in the first time period. Uf is the call duration of the first time period. Ua is the number of calls in the second time period. Cf/Uf is the third ratio. Ca/Ua is the fourth ratio.

If the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is less than the fourth ratio, the complaint warning device is repeated to execute S803.

S803, the repeated complaint early warning device determines that the service perception of at least one target access network device is abnormal.

Optionally, if the first average value is smaller than the second average value, the third average value is smaller than the fourth average value, and the third ratio is greater than or equal to the fourth ratio, the repeated complaint early-warning device determines that the service perception of at least one target access network device is normal.

The type of case 2, history complaints is the network type.

In case 2, the parameters of the target access network device include network load parameters of the target access network device. The network load parameters of the target access network device include: physical resource block (physical resource block, PRB) utilization and average traffic for the fifth time period. The fifth time period is any one of the second time periods after the target time. Based on the method embodiment shown in fig. 2, this embodiment provides a possible implementation manner, and as shown in fig. 8, the implementation process of determining, by the repeated complaint early-warning device, that the service awareness of at least one target access network device is abnormal according to the parameters of the target access network device may include the following S804 to S806.

S804, the repeated complaint early warning device determines a fifth average value and a sixth average value based on the parameters of at least one target access network device.

The fifth average value is an average value of PRB utilization of the fifth time period of the at least one target access network device. The sixth average value is an average value of traffic of a fifth time period of the at least one target access network device.

Alternatively, the fifth period of time may be a busy period of time on any day (i.e., 24 hours) after the target time. The busy time period may be a preset time period, for example, 19:00-23:00 in one day. The busy period may also be a period of time in one day (i.e., 24 hours) in which the PRB utilization is greater than the preset threshold #1 and/or the average traffic is greater than the preset threshold # 2. The above is merely two exemplary descriptions of busy periods, and the present application is not limited in any way.

S805, the repeated complaint warning device determines whether the fifth average value is greater than or equal to a sixth preset threshold value and whether the sixth average value is greater than or equal to a seventh preset threshold value.

That is, in the case where the voice parameters of the above-described target terminal device satisfy the following equation 7, the complaint warning device is repeated to execute S806.

Wherein PRB is the fifth average value. Laa is the sixth average. SI is a sixth preset threshold. SE is a seventh preset threshold.

If the fifth average value is greater than or equal to the sixth preset threshold value and the sixth average value is greater than or equal to the seventh preset threshold value, the complaint warning device is repeatedly executed S806.

S806, the repeated complaint early warning device determines that the service perception of at least one target access network device is abnormal.

Optionally, if the fifth average value is smaller than the sixth preset threshold value and/or the sixth average value is smaller than the seventh preset threshold value, the repeated complaint early-warning device determines that the service perception of at least one target access network device is normal.

In one possible implementation, the repeated complaint warning device may further determine whether traffic awareness of the at least one target access network device is abnormal based on the throughput and the network user amount for the first period of time and the throughput and the network user amount for the second period of time. The implementation process is as follows: the repeated complaint early-warning device may determine a seventh average value, an eighth average value, a ninth average value, and a tenth average value based on the parameter of the at least one target access network device, determine that the service perception of the at least one target access network device is abnormal if the seventh average value is greater than or equal to the eighth average value, and determine that the service perception of the at least one target access network device is normal if the seventh average value is less than the eighth average value, and if the ninth average value is less than the tenth average value. Wherein the seventh average is an average of the throughput of the first period of time of the at least one target access network device. The eighth average value is an average value of throughput of the second time period of the at least one target access network device. The ninth average value is an average value of network user amounts for a first time period of the at least one target access network device. The tenth average value is an average value of network user amounts of the second time period of the at least one target access network device.

In case 3, if the repeated complaint early-warning device determines that the service perception of the at least one target access network device is abnormal based on the call type determination process, and/or the repeated complaint early-warning device determines that the service perception of the at least one target access network device is abnormal based on the network type determination process, the repeated complaint early-warning device determines that the service perception of the at least one target access network device is abnormal.

If the repeated complaint early-warning device determines that the service perception of the at least one target access network device is normal based on the call type judging process, and the repeated complaint early-warning device determines that the service perception of the at least one target access network device is normal based on the network type judging process, the repeated complaint early-warning device determines that the service perception of the at least one target access network device is normal.

Alternatively, the process of determining whether the service awareness of at least one target access network device is abnormal by the repeated complaint early-warning device based on the call type determination process may refer to S801 to S803 described above. The process of determining whether the service awareness of at least one target access network device is abnormal by the repeated complaint early-warning device based on the determination process of the network type may refer to S804 to S806 described above.

In summary, in the case where the types of the history complaints are different, the target parameters may include different parameters, for example, in the case where the type of the history complaint is a voice type, the target parameters include voice parameters, and in the case where the type of the history complaint is a network type, the target parameters include network load parameters. In the case that the history complaint problem is the same, the parameters of the target terminal device and the parameters of the target access network device are also different. As shown in table 3 below, table 3 shows parameters included in the target access network device and parameters included in the target terminal device under different types of history complaints.

In the case where the type of the history complaint is a call type, the target parameter includes a voice parameter of the target terminal device, and the voice parameter of the target terminal device may include: the call duration and number of calls in the first time period, the call duration and number of calls in the second time period, and the number of calls in the third time period.

In the case where the type of the history complaint is a call type, the target parameter includes a voice parameter of the target access network device, and the voice parameter of the target access network device may include: traffic volume and voice user volume for the first time period, and traffic volume and voice user volume for the second time period.

In the case where the type of the history complaint is a network type, the target parameter includes a network load parameter of the target terminal device, and the network load parameter of the target terminal device may include: the traffic of the first time period and the network usage duration and the traffic of the second time period and the usage duration, and/or the traffic of each of the plurality of fourth time periods.

In the case where the type of the history complaint is a network type, the target parameter includes a network load parameter of the target access network device, and the network load parameter of the target access network device may include: average flow of physical resource block PRB utilization for the fifth time period.

TABLE 3 Table 3

The technical scheme at least brings the following beneficial effects: according to the repeated complaint early warning method provided by the application, the repeated complaint early warning device can acquire the voice parameters and/or the network load parameters corresponding to the type of the historical complaint based on the type of the historical complaint of the target user, and judge whether to generate the complaint early warning information based on the voice parameters and/or the network load parameters corresponding to the type of the historical complaint, so that differential early warning of different types of complaints can be realized.

Optionally, as shown in fig. 9, the repeated complaint early warning method provided by the embodiment of the application may further include: the repeated complaint early warning device can determine that the terminal device corresponding to the target user with the target identifier is the target terminal device, and acquire the target information of the target terminal device, wherein the target information can comprise the position of the target user during complaint, the type of the historical complaint, the function supported by the target terminal device, and the moment (namely, the target moment) of optimizing the network for the first time based on the historical complaint problem.

The repeated complaint early warning device can determine the standard supported by the target terminal device based on the type of the historical complaint and the function supported by the target terminal device, determine the area where the target user complaints based on the position of the target user complaints, and determine the access network device with the same network standard as the standard supported by the target terminal device as the target access network device in the area where the target user complains.

And under the condition that the type of the history complaint is the call type, the repeated complaint early warning device can acquire the voice parameter of the target terminal equipment and the voice parameter of at least one target access network equipment, determine the user perception value of the call type based on the voice parameter of the target terminal equipment, determine the access network equipment perception value of the call type based on the voice parameter of at least one target access network equipment, and determine whether the sum of the user perception value of the call type and the access network equipment perception value of the call type is greater than or equal to a perception value threshold. If the sum of the user perception value of the call type and the access network equipment perception value of the call type is larger than or equal to a perception value threshold, the repeated complaint early warning device generates complaint early warning information, and if the sum of the user perception value of the call type and the access network equipment perception value of the call type is smaller than the perception value threshold, the repeated complaint early warning device does not generate complaint early warning information.

And under the condition that the type of the historical complaint is the network type, the repeated complaint early warning device can acquire the network parameters of the target terminal equipment and the network parameters of at least one target access network equipment, determine the user perception value of the network type based on the network parameters of the target terminal equipment, determine the access network equipment perception value of the network type based on the network parameters of at least one target access network equipment, and determine whether the sum of the user perception value of the network type and the access network equipment perception value of the network type is greater than or equal to a perception value threshold. If the sum of the user perception value of the network type and the access network equipment perception value of the network type is larger than or equal to a perception value threshold, the repeated complaint early warning device generates complaint early warning information, and if the sum of the user perception value of the network type and the access network equipment perception value of the network type is smaller than the perception value threshold, the repeated complaint early warning device does not generate complaint early warning information.

If the type of the historical complaint comprises a call type and a network type, if it is determined whether the sum of the user perception value of the call type and the access network equipment perception value of the call type is greater than or equal to a perception value threshold value and/or whether the sum of the user perception value of the network type and the access network equipment perception value of the network type is greater than or equal to a perception value threshold value, the complaint early warning device generates complaint early warning information repeatedly; if the sum of the user perception value of the call type of the repeated complaint early-warning device and the access network equipment perception value of the call type is larger than or equal to the perception value threshold, and the sum of the user perception value of the network type and the access network equipment perception value of the network type is larger than or equal to the perception value threshold, the repeated complaint early-warning device does not generate complaint early-warning information.

It can be appreciated that the repeated complaint early warning method can be implemented by the repeated complaint early warning device. In order to realize the functions, the repeated complaint early warning device comprises a hardware structure and/or a software module corresponding to each function. Those of skill in the art will readily appreciate that the various illustrative modules and algorithm steps described in connection with the embodiments disclosed herein may be implemented as hardware or combinations of hardware and computer software. Whether a function is implemented as hardware or computer software driven hardware depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the disclosed embodiments.

The embodiment of the disclosure can divide the functional modules according to the repeated complaint early warning device generated by the method example, for example, each functional module can be divided corresponding to each function, and two or more functions can be integrated in one processing module. The integrated modules may be implemented in hardware or in software functional modules. It should be noted that, in the embodiment of the present application, the division of the modules is schematic, which is merely a logic function division, and other division manners may be implemented in actual implementation.

Fig. 10 is a schematic structural diagram of a repeated complaint warning device according to an embodiment of the present invention. As shown in fig. 10, the repeated complaint warning device 100 may be used to perform the repeated complaint warning method shown in fig. 2, 5-6, 8-9. The repeated complaint warning device 100 includes: a communication unit 1001 and a processing unit 1002.

A communication unit 1001, configured to obtain parameters of a target terminal device and parameters of at least one target access network device; the target terminal equipment is corresponding to a target user with the history complaint times larger than or equal to a first preset threshold value; the target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment; the parameters include voice parameters and/or network load parameters; and a processing unit 1002, configured to generate complaint early warning information, where the probability of the complaint early warning information being used to characterize repeated complaints of the target user is greater than or equal to a second preset threshold, when the parameters of the target terminal device and the parameters of the at least one target access network device meet the preset conditions.

In one possible implementation manner, when the call duration of the first period is greater than or equal to the call duration of the second period, the call number of the first period is less than or equal to the call number of the second period, the ratio of the call duration of the second period to the call number of the second period is less than or equal to a third preset threshold, and the call number of the third period is greater than or equal to a fourth preset threshold, the processing unit 1002 is further configured to determine that the traffic perception of the target terminal device is abnormal.

In a possible implementation manner, the processing unit 1002 is further configured to determine that the traffic perception of the target terminal device is abnormal, where the traffic of the first period is greater than or equal to the traffic of the second period, and the network usage time of the first period is greater than or equal to the network usage time of the second period.

In a possible implementation manner, the processing unit 1002 is further configured to determine that the traffic perception of the target terminal device is abnormal, if the ratio of the first ratio to the second ratio is less than or equal to a fifth preset threshold; the first ratio is a ratio of a sum of flows of any n consecutive fourth time periods to a sum of flows of any n consecutive fourth time periods; the second ratio is the ratio of the sum of the flows of the m consecutive fourth time periods to the sum of the m consecutive fourth time periods; n is a positive integer less than m.

In a possible implementation manner, the processing unit 1002 is further configured to determine, based on the parameter of the at least one target access network device, a first average value, a second average value, a third average value, and a fourth average value; the first average value is an average value of traffic of a first time period of at least one target access network device; the second average value is the average value of the traffic of the second time period of at least one target access network device; the third average value is an average value of voice user quantity of the first time period of the at least one target access network device; the fourth average value is an average value of voice user quantity of the second time period of the at least one target access network device; the processing unit 1002 is further configured to determine that the traffic awareness of the at least one target access network device is abnormal, if the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is smaller than the fourth ratio; the third ratio is the ratio of the first average value to the third average value; the fourth ratio is the ratio of the second average value to the fourth average value.

In a possible implementation manner, the processing unit 1002 is further configured to determine a fifth average value, and a sixth average value, based on parameters of at least one target access network device; the fifth average value is an average value of PRB utilization of a fifth time period of the at least one target access network device; the sixth average value is an average value of the flow of the fifth time period of the at least one target access network device; the processing unit 1002 is further configured to determine that the traffic awareness of the at least one target access network device is abnormal, if the fifth average value is greater than or equal to a sixth preset threshold value, and the sixth average value is greater than or equal to a seventh preset threshold value.

In the case of implementing the functions of the integrated modules in the form of hardware, the embodiment of the present invention provides a possible schematic structural diagram of the repeated complaint warning device related to the above embodiment. As shown in fig. 11, a repeated complaint warning device 110 is used, for example, to perform the repeated complaint warning method shown in fig. 2, 5-6, and 8-9. The repeated complaint warning device 110 includes a processor 1101, a memory 1102, a bus 1103, and a communication interface 1104. The processor 1101 and the memory 1102 may be connected by a bus 1103.

The processor 1101 is a control center of the user device, and may be one processor or a collective term of a plurality of processing elements. For example, the processor 1101 may be a general-purpose central processing unit 1102 (central processing unit, CPU), or may be another general-purpose processor. Wherein the general purpose processor may be a microprocessor or any conventional processor or the like.

As one example, the processor 1101 may include one or more CPUs, such as CPU 0 and CPU 1 shown in fig. 11.

Memory 1102 may be, but is not limited to, read-only memory (ROM) or other type of static storage device that can store static information and instructions, random access memory (random access memory, RAM) or other type of dynamic storage device that can store information and instructions, as well as electrically erasable programmable read-only memory (EEPROM), magnetic disk storage or other magnetic storage devices, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by a computer.

As a possible implementation, the memory 1102 may exist separately from the processor 1101, and the memory 1102 may be connected to the processor 1101 through the bus 1103 for storing instructions or program code. The processor 1101, when calling and executing instructions or program code stored in the memory 1102, is capable of implementing the map plotting method provided by the embodiments of the present invention.

In another possible implementation, the memory 1102 may also be integrated with the processor 1101.

The bus 1103 may be an industry standard architecture (Industry Standard Architecture, ISA) bus, peripheral component interconnect (Peripheral Component Interconnect, PCI) bus, or extended industry standard architecture (Extended Industry Standard Architecture, EISA) bus, among others. The bus may be classified as an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 11, but not only one bus or one type of bus.

A communication interface 1104 for connecting with other devices via a communication network. The communication network may be an ethernet, a radio access network, a wireless local area network (wireless local area networks, WLAN), etc. The communication interface 1104 may include a communication unit 1001 for receiving data.

In one design, in the repeated complaint warning device 110 provided in the embodiment of the present invention, the communication interface may also be integrated in the processor.

As an example, in connection with fig. 11, the processing unit 1002 in the repeated complaint warning device realizes the same function as the processor 1101 in fig. 11.

Note that the structure shown in fig. 11 does not constitute a limitation of the repeated complaint warning device 110. In addition to the components shown in FIG. 11, the repeated complaint warning device 110 may include more or fewer components than shown, or may combine certain components, or may have a different arrangement of components.

From the foregoing description of the embodiments, it will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-described division of functional modules is illustrated, and in practical application, the above-described functional allocation may be implemented by different functional modules according to needs, i.e. the internal structure of the apparatus is divided into different functional modules to implement all or part of the functions described above. The specific working processes of the above-described systems, devices and units may refer to the corresponding processes in the foregoing method embodiments, which are not described herein.

The present disclosure also provides a computer-readable storage medium having instructions stored thereon that, when executed by a processor of an electronic device, enable the electronic device to perform the repeated complaint early-warning method provided by the embodiments of the present disclosure described above.

The embodiments of the present disclosure also provide a computer program product containing instructions that, when executed on an electronic device, cause the electronic device to perform the repeated complaint warning method provided by the embodiments of the present disclosure described above.

The computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or a combination of any of the foregoing. More specific examples (a non-exhaustive list) of the computer-readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a random access Memory (Random Access Memory, RAM), a Read-Only Memory (ROM), an erasable programmable Read-Only Memory (Erasable Programmable Read Only Memory, EPROM), a register, a hard disk, an optical fiber, a portable compact disc Read-Only Memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing, or any other form of computer readable storage medium known in the art. An exemplary storage medium is coupled to the processor such the processor can read information from, and write information to, the storage medium. In the alternative, the storage medium may be integral to the processor. The processor and the storage medium may reside in an application specific integrated circuit (Application Specific Integrated Circuit, ASIC). In embodiments of the present application, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

The present application is not limited to the above embodiments, and any changes or substitutions within the technical scope of the present application should be covered by the scope of the present application. Therefore, the protection scope of the present application should be subject to the protection scope of the claims.

Claims

1. The repeated complaint early warning method is characterized by comprising the following steps of:

acquiring parameters of target terminal equipment and parameters of at least one target access network equipment; the target terminal equipment is corresponding to a target user with the history complaint times larger than or equal to a first preset threshold value; the target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment; the parameters include voice parameters and/or network load parameters;

and generating complaint early warning information under the condition that the parameters of the target terminal equipment and the parameters of the at least one target access network equipment meet preset conditions, wherein the complaint early warning information is used for representing that the probability of repeated complaints of the target user is larger than or equal to a second preset threshold value.

2. The method of claim 1, wherein the preset conditions include: and the service perception abnormality of the target terminal equipment is determined according to the parameters of the target terminal equipment, and the service perception abnormality of the at least one target access network equipment is determined according to the parameters of the at least one target access network equipment.

3. The method according to claim 2, wherein the parameters of the target terminal device include voice parameters of the target terminal device in case the type of the history complaint of the target user is a call type; the voice parameters of the target terminal equipment comprise: the call duration and the call number of the first time period, the call duration and the call number of the second time period, and the call number of the third time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are the same duration; the third time period is any one of first time periods after the target time; the target time is the time of optimizing the network for the first time based on the historical complaint problem.

4. A method according to claim 3, characterized in that the method further comprises:

and determining that the service perception of the target terminal equipment is abnormal under the conditions that the call time of the first time period is longer than or equal to the call time of the second time period, the call frequency of the first time period is smaller than or equal to the call frequency of the second time period, the ratio of the call time of the second time period to the call frequency of the second time period is smaller than or equal to a third preset threshold value, and the call frequency of the third time period is larger than or equal to a fourth preset threshold value.

5. The method according to claim 2, wherein the parameters of the target terminal device include network load parameters of the target terminal device in case the type of the history complaint of the target user is a network type; the network load parameters of the target terminal equipment comprise: traffic and network usage duration for the first time period, and traffic and usage duration for the second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are the same duration; the target time is the time when the network is optimized for the first time based on the historical complaint problem.

6. The method of claim 5, wherein the method further comprises:

and determining that the service perception of the target terminal equipment is abnormal under the condition that the flow of the first time period is larger than or equal to the flow of the second time period and the network use time period of the first time period is longer than or equal to the network use time period of the second time period.

7. The method according to claim 2, wherein the parameters of the target terminal device include network load parameters of the target terminal device in case the type of the history complaint of the target user is a network type; the network load parameters of the target terminal equipment comprise: flow for m consecutive fourth time periods; the fourth time period is a second time period after the target time; the target time is the time for optimizing the network for the first time based on the history complaint problem; and m is a positive integer.

8. The method of claim 7, wherein the method further comprises:

determining that the service perception of the target terminal equipment is abnormal under the condition that the ratio of the first ratio to the second ratio is smaller than or equal to a fifth preset threshold value; the first ratio is a ratio of a sum of flows of any n consecutive fourth time periods of the flows of the m consecutive fourth time periods to a sum of the any n consecutive fourth time periods; the second ratio is the ratio of the sum of the flows of the m consecutive fourth time periods to the sum of the m consecutive fourth time periods; and n is a positive integer smaller than m.

9. The method according to claim 2, wherein the parameters of the target access network device comprise voice parameters of the target access network device in case the type of history complaints of the target user is a call type; the voice parameters of the target access network equipment comprise: traffic volume and voice user volume in the first time period, and traffic volume and voice user volume in the second time period; the first time period is any time period before the target time; the second time period is any time period after the target time; the first time period and the second time period are the same duration; the target time is the time when the network is optimized for the first time based on the historical complaint problem.

10. The method according to claim 9, wherein the method further comprises:

determining a first average value, a second average value, a third average value and a fourth average value based on the parameters of the at least one target access network device; the first average value is an average value of traffic of a first time period of the at least one target access network device; the second average value is an average value of traffic of a second time period of the at least one target access network device; the third average value is an average value of voice user quantity of the first time period of the at least one target access network device; the fourth average value is an average value of voice user quantity of the second time period of the at least one target access network device;

Determining that the service perception of the at least one target access network device is abnormal when the first average value is greater than or equal to the second average value, the third average value is greater than or equal to the fourth average value, and the third ratio is smaller than the fourth ratio; the third ratio is the ratio of the first average value to the third average value; the fourth ratio is a ratio of the second average value to the fourth average value.

11. The method according to claim 2, wherein the parameters of the target access network device comprise network load parameters of the target access network device in case the type of the historic complaint problem of the target user is a network type; the network load parameters of the target access network device include: average flow of physical resource block PRB utilization in the fifth time period; the fifth time period is any one of second time periods after the target time; the target time is the time when the network is optimized for the first time based on the historical complaint problem.

12. The method of claim 11, wherein the method further comprises:

determining a fifth average value and a sixth average value based on the parameters of the at least one target access network device; the fifth average value is an average value of PRB utilization of a fifth time period of the at least one target access network device; the sixth average value is an average value of the flow of the fifth time period of the at least one target access network device;

And determining that the service perception of the at least one target access network device is abnormal under the condition that the fifth average value is greater than or equal to the sixth preset threshold value and the sixth average value is greater than or equal to the seventh preset threshold value.

13. The method according to any one of claims 1 to 12, wherein the area in which the target user complains is an area formed by taking the complaint position of the target user as an origin and a preset distance as a radius.

14. A repeated complaint warning device, comprising: a communication unit and a processing unit;

the communication unit is used for acquiring parameters of target terminal equipment and parameters of at least one target access network equipment; the target terminal equipment is corresponding to a target user with the history complaint times larger than or equal to a first preset threshold value; the target access network equipment is positioned in the area where the target user complains, and the network system of the target access network equipment is the network system supported by the target terminal equipment; the parameters include voice parameters and/or network load parameters;

and under the condition that the parameters of the target terminal equipment and the parameters of the at least one target access network equipment meet preset conditions, the processing unit is used for generating complaint early warning information, and the probability that the complaint early warning information is used for representing repeated complaints of the target user is larger than or equal to a second preset threshold value.

15. A repeated complaint warning device, comprising: a processor and a communication interface; the communication interface being coupled to the processor for executing a computer program or instructions to implement a repeated complaint warning method as claimed in any one of claims 1-13.

16. A computer readable storage medium having instructions stored therein, wherein when executed by a computer, the computer performs the repeated complaint warning method of any one of claims 1-13.