CN109213832A - A kind of method that four-dimension five-step approach reduces customer complaint - Google Patents
A kind of method that four-dimension five-step approach reduces customer complaint Download PDFInfo
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Abstract
The present invention provides a kind of method that four-dimensional five-step approach reduces customer complaint, is related to communication network optimisation technique field.The present invention, which combines, complains data, OMC index, the big datas such as MR index and APP KQI, utilize PLSQL tool, Oracel and sql like language carry out complaint content keyword extraction, Question Classification, index association is carried out using four-dimensional matter difference thresholding assessment algorithm, the failure cause of complaint content is determined according to different types, and it is handled in time for matter difference cell, forming a set of four-dimensional five-step approach reduces the methodology complained, and form closed loop, achieve the purpose that complain optimization Forward, reduce customer complaint, not only save carrier network operation cost, also accelerate the complaint handling period, improve user's perception.
Description
Technical field
The present invention relates to the sides that communication network optimisation technique field more particularly to a kind of four-dimensional five-step approach reduce customer complaint
Method.
Background technique
In order to guarantee the good operation of network environment, network complaint is a kind of effective approach, while network complaint is fortune
The important indicator for seeking the examination of quotient's network operation, in the case where no complaint handling platform or module, traditional customer complaint is utilized
Road test carries out complaining analysis and processing, and efficiency is slow, and effect is unobvious, and customer complaint fix-rate is low, and satisfaction is poor, greatly
User experience is influenced, economic loss is directly or indirectly caused.
Summary of the invention
The purpose of the present invention is to provide a kind of methods that four-dimensional five-step approach reduces customer complaint, to solve the prior art
Present in foregoing problems.
To achieve the goals above, The technical solution adopted by the invention is as follows:
A method of customer complaint is reduced, is mainly comprised the steps that
S1 collects customer complaint information；
S2 collecting device communication data；
S3 carries out four-dimensional five-step approach analysis to all data being collected into；
If S4 can export solution based on the analysis results, client is directly replied；Conversely, then entering S5；
S5 tests customer complaint field network problem, exports solution, replies client.
Preferably, the calling information in the step S1 is the complaint content that provides of user, including complaint event, is used
Terminal models, the place of complaint, the particular content of customer complaint and the building situation on complaint location periphery.
It preferably, further include the base station network covering state for checking equipment between the step S1 and S2, if without base station net
Network covers, then direct planning construction base station, and go to step S5, directly reply client；If it is determined that there is base station network covering, then into
Enter step S2.
Preferably, the communication data collected in the step S2 includes MR (measurement report) data, (network management closes OMC KPI
Key performance indicator) data and APP KQI (APP key perceives index) data.
Preferably, the four-dimensional five-step approach that the step S3 is used specifically includes the following contents:
All calling information input databases that S31 will be collected into, and with PL/SQL (proceduring sql like language) tool,
Oracel (relational database management system) and sql like language carry out keyword extraction to the calling information, complain Question Classification；
S32 carries out index association to sorted problem respectively, searches failure cause；
S33 carries out the processing of matter difference for failure cause.
Preferably, data are divided into four classes: quality class, event class, performance class and covering class in the step S31.
Preferably, the associated method of index in step S32 specifically:
It carries out the MR data of complainant, OMC KPI and APP KQI to count accurate analysis respectively, using four-dimensional matter difference door
Limit assessment algorithm determines the failure cause of complaint content according to different types.
Preferably, the four-dimensional matter difference thresholding assessment algorithm includes:
(1) appraisal procedure of quality class KPI include at least it is following any one: RRC be created as power be 20%~
95%, paging congestion ratio be 0.1~20%, RRC connection reconstruction ratio be 20%~50%, NPI RSSI (bottom make an uproar interference) for-
The ratio of 95dBm~0dBm, CQI (channel status instruction) >=7 be 0~60%, PRB (Physical Resource Block) utilization rate be 0%~
50%, CCE (control channel scheduling unit) utilization rate are 50%~100%；
(2) appraisal procedure of event KPI (KPI Key Performance Indicator) includes at least on any one following UE (user experience)
Hereafter drop rate is greater than 1%, and less than 90%, switching times are greater than 60 times for number of dropped calls big 30 times or intra-system handover success rate；
(3) covering difference appraisal procedure include at least it is following any one: MR be overlapped coverage rate be 20%~100%, TA
(access lead) 1.5 kilometers of access accountings be -105 coverage rate of 0~80%, MR RSRP (reference signal level) be 0~
50%；
(4) appraisal procedure of the weak KQI of performance include at least it is following any one: page open time delay be greater than 1500ms
And sampled point is greater than 10, video download rate is lower than 1.5Mbps and sampled point is greater than 6, and game interaction time delay is greater than 300ms
And sampled point is greater than 6, video cardton beat/min is greater than 0.5, and instant message acceptance rate is less than 50% and sampled point is greater than 6.
As long as clear by being analyzed the reason of complaint, then relevant technical staff or system can be directly to different failures
Reason provides solution, replys client, in time to be optimal the solution of matter.
The beneficial effects of the present invention are:
Method provided by the invention quickly, accurately, efficiently not only saves operator's net for the processing of customer complaint
Network operation cost also accelerates the complaint handling period, improves user's perception.In addition to this, using " four-dimension integrated combination is complained
Optimization Forward: complaint amount in pilot region significantly reduces；Hot Spot is complained to close MR, KQI, KPI matter difference cell and history
Connection, priority processing promote perception.Also by using data loading, SQL extracts classification, and the associated method of index can save three
/ mono- human cost customized development complains reason, evaluation system: quickly, efficiently completing to complain pretreatment.
Detailed description of the invention
Fig. 1 is the flow chart of the method for the present invention；
Fig. 2 is the four-dimensional five-step approach algorithm design that the present invention uses；
Fig. 3 is the content reason accounting that the county embodiment XX is complained；
Complain index association in the county Tu4Shi XX.
Specific embodiment
In order to make the objectives, technical solutions, and advantages of the present invention clearer, below in conjunction with attached drawing, to the present invention into
Row is further described.It should be appreciated that the specific embodiments described herein are only used to explain the present invention, it is not used to
Limit the present invention.
The present embodiment quickly solves the problems, such as customer complaint, method stream by taking the complaint of certain cell as an example, using four-dimensional five-step approach
Journey is as shown in Figure 1.
S1 collects customer complaint information, including complaint event, the terminal models used, the place of complaint, customer complaint
Building situation of particular content, the time of customer complaint failure and complaint location periphery etc. complains essential information；
The place provided according to user and facility information check the base station network covering state of equipment, if without base station network
It covers, then direct planning construction base station, and scene is tested, replies client；If it is determined that there is base station network covering, then enter step
Rapid S2.
S2 collects the related communication data for complaining equipment, including MR data, OMC KPI data and APP KQI data；
S3 carries out four-dimensional five-step approach analysis to all data being collected into；
All calling information input databases that S31 will be collected into, and with PLSQL tool, Oracel and SQL language pair
The calling information carries out keyword extraction, complains Question Classification；
4 classes will be divided into the problem of complaint: quality class, event class, performance class and covering class, concrete outcome are as shown in the table:
Table 1 complains Question Classification table
S32 carries out index association to sorted problem respectively, by the MR data of complainant, OMC KPI and APP KQI
It carries out counting accurate analysis, determines that the failure of complaint content is former according to different types using four-dimensional matter difference thresholding assessment algorithm
Cause；
The four-dimensional matter difference thresholding assessment algorithm includes:
(1) appraisal procedure of quality class KPI include at least it is following any one: RRC be created as power be 20%~
95%, paging congestion ratio is that 0.1~20%, RRC (wireless heterogeneous networks) connection reconstruction ratio is 20%~50%, NPI
RSSI (bottom make an uproar interference) is -95dBm~0dBm, and the ratio of CQI (channel status instruction) >=7 is that (physics provides 0~60%, PRB
Source block) utilization rate is that 0%~50%, CCE (control channel scheduling unit) utilization rate is 50%~100%；
(2) appraisal procedure of event KPI includes at least any one following UE context drop rate greater than 1%, goes offline secondary
It counts big 30 times or intra-system handover success rate is less than 90%, switching times are greater than 60 times；
(3) covering difference appraisal procedure include at least it is following any one: MR be overlapped coverage rate be 20%~100%, TA
It is 0~50% that 1.5 kilometers of access accountings, which are 0~80%, MR RSRP-105 coverage rate,；
(4) appraisal procedure of the weak KQI of performance include at least it is following any one: page open time delay be greater than 1500ms
And sampled point is greater than 10, video download rate is lower than 1.5Mbps and sampled point is greater than 6, and game interaction time delay is greater than 300ms
And sampled point is greater than 6, video cardton beat/min is greater than 0.5, and instant message acceptance rate is less than 50% and sampled point is greater than 6.
S33 is directed to the failure cause judged and carries out matter difference processing in time.
If S4 can export solution based on the analysis results, client is directly replied；Conversely, then entering S5；
S5 tests customer complaint field network problem, exports solution, replies client.
By taking the county XX is complained as an example, the content of its complaint is counted, is carried out the content of complaint according to the result of key class
Classification, classification reason accounting are as shown in Figure 3, it is seen that are to cover poor class, followed by base station fault problem, then lead to the reason of half
Cross sql like language keyword extraction place or address, address longitude and latitude will be complained to be associated with MPS process, in conjunction with OMC KPI,
The indexs such as MR index and APP KQI are found out matter difference cell using four-dimensional matter difference thresholding assessment algorithm, and then are handled, index
Association process is as shown in Figure 4.
According to matter difference cell classification algorithm, the county XX, which obtains, shares 60 matter difference cells, wherein covering class and quality class reason
Accounting is larger, and specific statistical result is as shown in table 2:
Table 2XX complains matter difference to summarize
For the above failure cause, the matter difference processing mode taken is as follows:
It is greater than 100 and -105 weak covering accountings firstly, for MR sampled point and is greater than 90%, daily average water discharge is greater than 500M's
And have the cell of complaint, it is classified as the processing of the covering quality cells class MR, solution is as shown in table 3:
Table 3XX complains MR matter difference solution
Secondly, for the matter difference processing method of quality class matter difference cell, the reason of being found according to it, provides scheme:
For the method for OMC high load capacity matter difference processing, solution is to open dynamic PUCCH (uplink control channel) resource
Management function feature LTE2664
Dynamic PUCCH configuration feature, eNB constantly detect RRC connection number of users surplus, mobile by user's surplus thresholding
PRACH Offset resource location, so that adaptively adjustment PUCCH resource occupies PRB quantity.
When cell actual user is less, reduces PUCCH and occupy PRB quantity, then PUSCH availability increases；When cell reality
It is more than threshold value when border number of users increases, improves PUCCH and occupy PRB, then PUSCH availability reduces.
For the matter difference processing method of OMC RRC, divided by Msg3, (RRC connects mainly Msg5 (message is completed in RRC access)
Enter to attempt message), parameter optimization mainly improves the transmission power and conflict of Msg5, Msg4 (RRC access interference solves message)
Solve time window.
The main processing means of TA matter difference big for OMC are to shrink covering, reduce RS (reference signal) power, push under electronics
Inclination angle.
Above-mentioned embodiment is to describe the solution of partial fault reason, can be with according to the method in the present invention
The failure cause of customer complaint is quickly and effectively found, then those skilled in the art can carry out according to the failure cause found
Corresponding processing improves user experience so that the complaint amount of client be effectively reduced.By taking the XX of Yulin as an example, pilot the last week is complained
Amount is 877, and complaint amount is 20 after pilot, there is the obvious range of decrease.
By using above-mentioned technical proposal disclosed by the invention, following beneficial effect has been obtained:
Method provided by the invention quickly, accurately, efficiently not only saves operator's net for the processing of customer complaint
Network operation cost also accelerates the complaint handling period, improves user's perception.In addition to this, using " four-dimension integrated combination is complained
Optimization Forward: complaint amount in pilot region significantly reduces；Hot Spot is complained to close MR, KQI, KPI matter difference cell and history
Connection, priority processing promote perception.Also by using data loading, SQL extracts classification, and the associated method of index can save three
/ mono- human cost customized development complains reason, evaluation system: quickly, efficiently completing to complain pretreatment.By taking the XX of Yulin as an example,
Pilot the last week complaint amount is 877, and complaint amount is 20 after pilot, there is the obvious range of decrease.
The above is only a preferred embodiment of the present invention, it is noted that for the ordinary skill people of the art
For member, various improvements and modifications may be made without departing from the principle of the present invention, these improvements and modifications are also answered
Depending on protection scope of the present invention.
Claims (8)
1. a kind of method for reducing customer complaint, which is characterized in that mainly comprise the steps that
S1 collects customer complaint information；
S2 collecting device communication data；
S3 carries out four-dimensional five-step approach analysis to all data being collected into；
If S4 can export solution based on the analysis results, client is directly replied；Conversely, then entering S5；
S5 tests customer complaint field network problem, exports solution, replies client.
2. the method according to claim 1, wherein the calling information in the step S1 include complaint event,
The building situation in the place of the terminal models, complaint that use, the particular content of customer complaint and complaint location periphery.
3. the method according to claim 1, wherein further including the base for checking equipment between the step S1 and S2
It stands network coverage status, if being covered without base station network, planning construction base station；If it is determined that there is base station network covering, then enter step
Rapid S2.
4. the method according to claim 1, wherein the communication data collected in the step S2 includes MR number
According to, OMC KPI data and APP KQI data.
5. the method according to claim 1, wherein the step S3 specifically includes the following contents:
The calling information input database that S31 will be collected into, and key class is carried out to it；
S32 carries out index association to sorted problem respectively, searches failure cause；
S33 carries out the processing of matter difference for failure cause.
6. according to the method described in claim 5, it is characterized in that, data are divided into four classes in the step S31: quality class,
Event class, performance class and covering class.
7. according to the method described in claim 5, it is characterized in that, the associated method of index in step S32 specifically:
It carries out the MR data of complainant, OMC KPI and APP KQI to count accurate analysis respectively, be commented using four-dimensional matter difference thresholding
Estimation algorithm determines the failure cause of complaint content according to different types.
8. the method according to the description of claim 7 is characterized in that the four-dimensional matter difference thresholding assessment algorithm includes:
(1) appraisal procedure of quality class KPI include at least it is following any one: RRC be created as power be 20%~95%, paging
It is 20%~50%, NPI RSSI is -95dBm~0dBm that congestion ratio, which is 0.1~20%, RRC connection reconstruction ratio, CQI >=7
It is 0%~50%, CCE utilization rate is 50%~100% that ratio, which is 0~60%, PRB utilization rate,；
(2) appraisal procedure of event KPI includes at least any one following UE context drop rate greater than 1%, and number of dropped calls is big
Less than 90%, switching times are greater than 60 times for 30 times or intra-system handover success rate；
(3) it is 20%~100%, TA1.5 public that the appraisal procedure of covering difference, which includes at least any one following MR overlapping coverage rate,
In access accounting be 0~80%, MR RSRP-105 coverage rate be 0~50%；
(4) it is greater than 1500ms and sampling that the appraisal procedure of the weak KQI of performance, which includes at least any one following page open time delay,
Point is greater than 10, and video download rate is lower than 1.5Mbps and sampled point is greater than 6, and game interaction time delay is greater than 300ms and sampling
Point is greater than 6, and video cardton beat/min is greater than 0.5, and instant message acceptance rate is less than 50% and sampled point is greater than 6.
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Application publication date: 20190115 |