CN101964993A - Method and system for implementing user early warning - Google Patents
Method and system for implementing user early warning Download PDFInfo
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- CN101964993A CN101964993A CN2010105033535A CN201010503353A CN101964993A CN 101964993 A CN101964993 A CN 101964993A CN 2010105033535 A CN2010105033535 A CN 2010105033535A CN 201010503353 A CN201010503353 A CN 201010503353A CN 101964993 A CN101964993 A CN 101964993A
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- H04W24/08—Testing, supervising or monitoring using real traffic
Abstract
The invention discloses a method for implementing user early warning, which comprises the following steps of: setting an early warning threshold value of user calling information; and comparing a key performance index value of the user calling information with the early warning threshold value, and when the key performance index value is smaller than the early warning threshold value, determining that the user is an early warning user. Through the method, the service experience and performance index of the user are found before user complaint, so the complaint rate of the user is reduced; besides, environmental conditions when a fault happens are found when the user complaint is handled. Therefore, the efficiency for solving the user fault is improved and the degree of satisfaction of the user is improved.
Description
Technical field
The present invention relates to the network management of wireless communication field, in particular to a kind of method and system that realize user's early warning.
Background technology
Wireless data service is the direction of the development of mobile communication in recent years, CDMA (Code Division MultipleAccess, code division multiple access) EVD0 (Evolution Data Only, the data enhanced edition), WCDMA (WidebandCode Division Multiple Access, Wideband Code Division Multiple Access (WCDMA), TDCDMA 3G technologies such as (Time Division SynchronousCode Division Multiple Access, the code division multiple accesss that the time-division is synchronous) is used the daily life that has begun to serve the common people.Along with the Rapid Expansion of radio data network, data service user's rapid growth, the while poor user experience, speed is low, and the generation quantity of degradation unfavorable condition will increase to some extent under the call successful rate, and the possibility of customer complaint is also increasing.
The method that existing customer complaint is handled mainly is: only after customer complaint took place, person skilled just can be carried out failure reason analysis.Owing to there is certain time interval the actual time that failure reason analysis positioning time and fault take place, and the truth of the wireless data of technical staff when also being difficult to find fault to take place, therefore, the existing method that customer complaint is handled has caused in the wireless environment situation of handling when complaining when can not entirely accurate reduction fault taking place, and complains efficient lower thereby caused handling; In addition, it is existing when customer complaint is handled, can only recognize the complaint problem of unique user, there is the user situation less relevance of identical or similar problem in other and for wireless environment, also just before customer complaint, be difficult to find the user of professional perceptual difference or performance index difference, simultaneously, whether have general character between a plurality of users' of difficult discovery the complaint, thereby just can not unify to solve, and then improve the rate of complaints of user complaining the identical or close user of type.
Summary of the invention
The object of the present invention is to provide a kind of method and system of the user's of realization early warning, wireless environment situation when the fault of can reducing takes place, can monitor in real time user's call information index again simultaneously, the user that professional impression difference or performance index difference are found out in the through performance analysis in advance is the early warning user.
The invention discloses a kind of method of the user's of realization early warning, comprising: the early warning threshold value that customer call information is set; The relatively key performance indicator value and the described early warning threshold value of customer call information during less than described early warning threshold value, determine that the user is the early warning user at the key performance index value.
The method that the invention discloses a kind of user's of realization early warning also comprises following subordinate technical characterictic:
Also comprised before described method: base station system is gathered described customer call information; Gather after the customer call information, when end of calling, preserve the described call information that collects and preserve.
Before described comparison, calculate the key performance indicator value of the described call information that collects.
Before the described early warning threshold value that customer call information is set, the initial value of described early warning thresholding is set, the initial value of wherein said early warning thresholding be operator in advance to the numerical value of customer call information performance target setting, or the base station is in advance to the numerical value of customer call information performance target setting.
Described method comprises that also the initial value to described early warning thresholding upgrades, renewal process comprises the average key performance indicator value of calculating described user's call information in the time period of setting, when described average key performance indicator value is not less than early warning thresholding initial value, be early warning thresholding initial value then with described average key performance indicator value.If the initial value of the early warning thresholding that the initial value of the early warning thresholding after the described renewal provides less than operator determines that then the early warning thresholding initial value that provides with operator is the early warning threshold value; Otherwise, be the early warning threshold value with the early warning thresholding initial value after upgrading.
The invention also discloses a kind of system of the user's of realization early warning, comprising: be used for gathering wireless data service customer call information calls information acquisition module; Be used for the call information that collects according to described information acquisition module, calculate the key performance indicator value user performance analysis module of this call information; Be used for determining early warning threshold alarm thresholding update module; Be used for searching the early warning user and the early warning user finds module according to the key performance indicator value of early warning threshold value and customer call information.
Described call information acquisition module is arranged in the base station system, also is used for preserving when end of calling described call information simultaneously.
Further, this system comprises the early warning user search module that is used for finding rapidly the early warning user, and described early warning user search module is arranged on client.
The technical scheme that provides from the invention described above the present invention includes the early warning threshold value that customer call information is set as can be seen; The relatively key performance indicator value and the described early warning threshold value of customer call information during less than described early warning threshold value, determine that the user is the early warning user at the key performance index value.By the present invention, before customer complaint, found this user's business impression and performance index, thereby reduced the rate of complaints of user; In addition, when handling this customer complaint, the ambient conditions when having found fault to take place, thus improved the efficient that solves user's fault, improve user's satisfaction.
Description of drawings
Fig. 1 is the flow chart according to the method for the realization user early warning of the embodiment of the invention;
Fig. 2 is a flow chart of realizing the method for user's early warning according to the preferred embodiment of the invention;
Fig. 3 is the system architecture diagram according to the realization user early warning of the embodiment of the invention.
Embodiment
Hereinafter will describe the present invention with reference to the accompanying drawings and in conjunction with the embodiments in detail.Need to prove that under the situation of not conflicting, embodiment and the feature among the embodiment among the application can make up mutually.
Fig. 1 is the flow chart of method of the realization user early warning of the embodiment of the invention.As shown in Figure 1, the inventive method may further comprise the steps:
Step 100: gather customer call information, described call information results from the wireless data service.
In this step, gather the customer call information process and can in base station system, carry out, when base station system finishes at customer call, gather this customer call information and storage.Wherein, the call information that collects can comprise information or multinomial information in this wireless data service, and call information can comprise the user applies speed of this wireless data service, and/or forward direction speed, and/or call successful rate, and/or the cutting off rate etc. of eating dishes without rice or wine.
Step 102: the Key Performance Indicator that calculates call information.
In this step,,, calculate the Key Performance Indicator of this call information, i.e. the business of assesses user impression according to the strategy that sets in advance according to the customer call information that collects.Preferably, the user applies speed height of certain certain calling of user, call successful rate is high and the cutting off rate of eating dishes without rice or wine is low, thinks that then this professional impression of this user is good; On the contrary, low as certain user's call request speed, the low and cutting off rate height of eating dishes without rice or wine of call successful rate thinks that then this professional impression of this user is poor.
Specifically, base station system is collected the number of times of the described call information success in certain time period, the length of this time period can preestablish, this call information is one at least, also collect simultaneously the number of times of described call information failure in this time period, can obtain the concrete numerical value of Key Performance Indicator of this call information in this time period according to number of success divided by total degree, this Key Performance Indicator that calculates will be used for comparing with the early warning thresholding and find the early warning user.
Step 104: the early warning thresholding of determining described call information.
The early warning thresholding is meant the criterion of acceptability of wireless data every information in transmission.If a certain call information of the user who collects or multinomial call information do not reach the early warning thresholding, think that then this user's wireless data transmission does not reach criterion of acceptability, promptly this user will be put into early warning user group, follow-up will paying close attention.
Be provided with early warning thresholding initial value definite also the comprising before of early warning thresholding, and described early warning thresholding initial value also comprises renewal process.If early warning thresholding initial value does not upgrade then this initial value is the early warning thresholding, otherwise, be the early warning thresholding through the early warning thresholding after the renewal process.
Wherein, early warning thresholding initial value can be provided with by following rule: with the numerical value that uses operator of the present invention in advance user's every call information performance index to be set, or the numerical value of in advance every call information performance index of user being set with the equipment vendor that this base station system is provided.Specifically, early warning thresholding initial value can be according to the performance change adjustment of the whole network, i.e. renewal process.Described renewal process comprises: calculate the average behavior desired value of customer call information, if described average behavior desired value is not then upgraded less than early warning thresholding initial value; Otherwise, early warning thresholding initial value is upgraded, be early warning thresholding initial value promptly with this average behavior desired value.
Preferably, with the forward direction speed in the customer call information is example, with the forward direction speed of Carrier Requirements as early warning thresholding initial value, press the certain hour average forward direction speed of dynamic calculation the whole network at interval simultaneously, the maximum in the Mean Speed that obtains with Carrier Requirements speed and dynamic calculation after calculating is finished is as new forward direction speed early warning door.
Step 106:, determine that described user is the early warning user when the Key Performance Indicator of described call information during less than the early warning thresholding.
In this step, the process of determining the early warning user comprises: the Key Performance Indicator of a certain call information that calculates in the comparison step 102, and the early warning thresholding of determined this call information in the step 104, if the Key Performance Indicator of this call information is less than the early warning thresholding, think that then this call information of user does not reach criterion of acceptability, be about to this user and classify the early warning user as.
Preferably, determine that the user who is lower than the early warning thresholding has two kinds of principles to select: the one, all Key Performance Indicators of this customer call information are lower than the early warning thresholding, and this user is the early warning user; The 2nd, a certain Key Performance Indicator of this customer call information is lower than the early warning thresholding, and this user is the early warning user.
In preferred implementation process, can after definite early warning user procedures, carry out subsequent treatment, comprise: search out this early warning user and export this customer call information of gathering and be kept in the database according to different demands, so just reduced user's call information environment at that time, this search procedure can be carried out at system end, also can carry out in client.This shows, can find the early warning user very soon like this, and this early warning user's problem is in time solved, so just reduced the customer complaint rate.
Fig. 2 is a flow chart of realizing the method for user's early warning according to the preferred embodiment of the invention.As shown in Figure 2, this method can comprise following processing:
Step 200: gather data service customer call information in the wireless network in real time by base station system, when end of calling, this call information is deposited in database.
Step 202:, draw the Key Performance Indicator of user's at least one call information to the call information initial analysis of being gathered.
Step 204: determine the early warning thresholding, judge whether the early warning thresholding satisfies update condition.If, then go to step 206, determine the early warning user otherwise go to 208.
Step 206: if satisfy early warning thresholding update condition, add up, upgrade the early warning thresholding according to this call information Key Performance Indicator of the whole network user.
Step 208:, then go to step 210 and determine the early warning thresholding if do not satisfy early warning thresholding update condition.
Step 210: contrast the customer call information Key Performance Indicator and the early warning thresholding that collect, find part in the call information or all properties index to be lower than the user of early warning thresholding, determine the early warning user.
Step 212: search output early warning subscriber group information, so that carry out follow-up row's barrier or optimization process.
Fig. 3 is the structured flowchart according to the system of the realization user early warning of the embodiment of the invention.As shown in Figure 3, this device comprises: call information acquisition module 300, user performance analysis module 302, early warning thresholding update module 304 and early warning user find module 306.Wherein,
User performance analysis module 302 is the customer call information that call information acquisition module 300 collects to be carried out Key Performance Indicator calculate, early warning thresholding update module 304 is determined after the early warning thresholding, find module 306 the early warning user, the Key Performance Indicator that obtains with user performance analysis module 302 compares, and determines the early warning user.
Call information acquisition module 300 is used for the information of real-time tracking wireless network data service-user, gathers customer call information in the wireless data service, collects and preserve the customer call information that collects when end of calling.
Preferably, described call information acquisition module 300 is embedded in the base station system.
User performance analysis module 302 is used to calculate the call information Key Performance Indicator that collects, and preserves database.
Specifically, user performance analysis module 302 at first obtains the number of success of described call information, obtain the total degree of described call information afterwards again,, calculate the Key Performance Indicator of described call information according to the number of success and the total degree comparison of described call information.
Preferably, described user performance analysis module 302 can reside on the server.
Early warning thresholding update module 304 is used for determining the early warning thresholding, can adjust the early warning thresholding according to the variation of network condition simultaneously.
Specifically, early warning thresholding update module 304 was provided with early warning thresholding initial value before definite early warning thresholding, early warning thresholding initial value be operator in advance to the numerical value of customer call information performance target setting, or system is in advance to the numerical value of customer call information performance target setting.
The renewal process of early warning thresholding update module 304: at first calculate the average behavior desired value of customer call information in the time period of setting, if described average behavior desired value is not then upgraded less than early warning thresholding initial value; Otherwise, early warning thresholding initial value is upgraded.
Early warning thresholding update module 304 is determined early warning thresholding process: if the early warning thresholding initial value that the early warning thresholding initial value after upgrading provides less than operator determines that then the early warning thresholding initial value that provides with operator is the early warning thresholding; Otherwise, be the early warning thresholding with the early warning thresholding initial value after upgrading.
Preferably, early warning thresholding update module 304 can reside on the server.
The early warning user finds module 306, is used for determining the early warning user according to the Key Performance Indicator that obtains from user performance analysis module 302 and the early warning thresholding of early warning thresholding update module 304.Specifically comprise: compare the performance index and the early warning thresholding of call information, user's performance index then determine that the user is the early warning user less than the early warning thresholding as described.
Preferably, follow-uply will find that module pre-treatment complain to take place and solve these early warning user's problem, reduces the rate of complaints according to the early warning user.
System of the present invention further comprises the early warning user search module (Fig. 3 is not shown) that is used for finding rapidly the early warning user, and described early warning user search module is arranged on client.
Obviously, those skilled in the art should be understood that, above-mentioned each module of the present invention or each step can realize with the general calculation device, they can concentrate on the single calculation element, perhaps be distributed on the network that a plurality of calculation element forms, alternatively, they can be realized with the executable program code of calculation element, thereby, they can be stored in the storage device and carry out by calculation element, and in some cases, can carry out step shown or that describe with the order that is different from herein, perhaps they are made into each integrated circuit modules respectively, perhaps a plurality of modules in them or step are made into the single integrated circuit module and realize.Like this, the present invention is not restricted to any specific hardware and software combination.
The above is preferred embodiment of the present invention only, is not to be used to limit protection scope of the present invention, all any modifications of being done within the spirit and principles in the present invention, is equal to and replaces and improvement etc., all should be included within protection scope of the present invention.
Claims (15)
1. a method that realizes user's early warning is characterized in that, the early warning threshold value of customer call information is set, and this method also comprises:
The relatively key performance indicator value and the described early warning threshold value of customer call information during less than described early warning threshold value, determine that the user is the early warning user at the key performance index value.
2. method according to claim 1 is characterized in that, also comprise before this method: base station system is gathered described customer call information.
3. method according to claim 2 is characterized in that, gathers after the customer call information, and this method also comprises: preserve the described call information that collects and preserve when end of calling.
4. method according to claim 2 is characterized in that, before the described comparison, this method also comprises: the key performance indicator value of calculating the described call information that collects.
5. method according to claim 1 is characterized in that,
Before the described early warning threshold value that customer call information is set, this method also comprises: the initial value that described early warning thresholding is set;
The initial value of described early warning thresholding be operator in advance to the numerical value of customer call information performance target setting, or the base station is in advance to the numerical value of customer call information performance target setting.
6. method according to claim 5 is characterized in that, this method also comprises: the initial value to described early warning thresholding upgrades.
7. method according to claim 6 is characterized in that, the initial value of described early warning thresholding is upgraded comprise:
Calculating the average key performance indicator value of described user's call information in the time period of setting, when described average key performance indicator value is not less than early warning thresholding initial value, is early warning thresholding initial value with described average key performance indicator value then.
8. method according to claim 7 is characterized in that, this method also comprises:
If the initial value of the early warning thresholding that the initial value of the early warning thresholding after the described renewal provides less than operator determines that then the early warning thresholding initial value that provides with operator is the early warning threshold value; Otherwise, be the early warning threshold value with the early warning thresholding initial value after upgrading.
9. a system that realizes user's early warning is characterized in that, comprising: call information acquisition module, user performance analysis module, early warning thresholding update module, and the early warning user finds module; Wherein,
The call information acquisition module is used for gathering wireless data service customer call information;
The user performance analysis module is used for the call information that collects according to described information acquisition module, calculates the key performance indicator value of this call information;
Early warning thresholding update module is used for determining the early warning threshold value;
The early warning user finds module, is used for searching the early warning user according to the key performance indicator value of early warning threshold value and customer call information.
10. system according to claim 9 is characterized in that,
Described call information acquisition module is arranged in the base station system;
Described call information acquisition module also is used for preserving described call information when end of calling.
11. system according to claim 9 is characterized in that,
Described early warning thresholding update module specifically is used for before definite early warning threshold value early warning thresholding initial value being set;
Described early warning thresholding initial value is: operator is in advance to the numerical value of customer call information performance target setting, or system is in advance to the numerical value of customer call information performance target setting.
12. system according to claim 12 is characterized in that, described early warning thresholding update module also is used for:
Early warning thresholding initial value is upgraded, calculate the average key performance indicator value of customer call information in the time period of setting, when described average key performance indicator value is not less than early warning thresholding initial value, early warning thresholding initial value is upgraded.
13. system according to claim 12 is characterized in that, described early warning thresholding update module also is used for:
During early warning thresholding initial value that the early warning thresholding initial value after described renewal provides less than operator, determine that the early warning thresholding initial value that provides with operator is the early warning threshold value; When the early warning thresholding initial value after described renewal is not less than the early warning thresholding initial value that operator provides, be the early warning threshold value with the early warning thresholding initial value after upgrading.
14. system according to claim 9 is characterized in that, described early warning user finds module, specifically is used for:
The relatively performance index and the early warning threshold value of call information during less than the early warning threshold value, determine that the user is the early warning user in described user's performance index.
15. system according to claim 9 is characterized in that, this system further comprises the early warning user search module that is used for finding rapidly the early warning user, and described early warning user search module is arranged on client.
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| CN201010503353.5A CN101964993B (en) | 2010-10-08 | 2010-10-08 | A kind of method and system realizing user's early warning |
| PCT/CN2011/073898 WO2012045241A1 (en) | 2010-10-08 | 2011-05-10 | Method and system for implementing user early-warning |
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Cited By (2)
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| WO2012045241A1 (en) * | 2010-10-08 | 2012-04-12 | 中兴通讯股份有限公司 | Method and system for implementing user early-warning |
| CN102841980A (en) * | 2012-07-02 | 2012-12-26 | 华为技术有限公司 | Method and device for visualizing threshold information |
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| US9608875B2 (en) * | 2013-11-15 | 2017-03-28 | At&T Intellectual Property I, L.P. | Individually unique key performance indicator management |
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| CN101964993B (en) | 2015-12-16 |
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