CN112584407B - LTE user complaint qualitative method and device based on space-time combination - Google Patents
LTE user complaint qualitative method and device based on space-time combination Download PDFInfo
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Abstract
The invention discloses a method and a device for LTE user complaint qualitative based on space-time combination. The method comprises the following steps: according to a complaint work order pushed by a customer service system, the complaint time of a user and the longitude and latitude of a complaint place are extracted; backtracking the user complaint time to a preset time interval, and analyzing according to a user index to obtain a complaint reason of the user time; calculating a cell class center occupied by a user according to a clustering algorithm according to the longitude and latitude of a complaint place and the cell occupation condition of the user, extracting a problem cell from the cell class center, and analyzing KPIs of the problem cell to determine the complaint reason of the user on the space; performing joint analysis on the temporal complaint reasons and the spatial complaint reasons to output the complaint reasons; the beneficial effects are as follows: the complaint management method and the complaint management system can position the complaint reasons of the users in time according to the information in the complaint work orders, reduce the testing time of front-line personnel, simplify the complaint processing flow and improve the satisfaction degree of the users.
Description
Technical Field
The invention relates to the technical field of mobile communication, in particular to a method and a device for LTE user complaint qualification based on space-time combination in network optimization.
Background
In the field of mobile communication network optimization, it is an extremely important ring to solve user complaints. The traditional mode is that a user sends a call to a customer service, the customer service sends a work order to a front-line maintenance worker, the front-line worker carries professional equipment to the place where the user complains for testing, a solution is provided after a problem is found, and the work order is closed, so that a closed loop is formed. However, the post-test mode cannot accurately reflect the network problems of the user, such as high load, interference and other real-time network problems, which results in time and labor consuming in the test process, long complaint-solving period, repeated complaints of the user and other serious problems.
Disclosure of Invention
The embodiment of the invention aims to provide a method and a device for LTE user complaint qualitative based on space-time combination, which can be used for quickly positioning the complaint reasons of users, shortening the testing time of front-line personnel, solving the problem period and improving the satisfaction degree of the users.
In order to achieve the above object, in a first aspect, an embodiment of the present invention provides a method for qualifying LTE user complaints based on spatio-temporal union, which includes the following steps:
extracting the complaint time of a user and the longitude and latitude of a complaint place from the complaint work order pushed by the customer service system;
backtracking the user complaint time to a preset time interval, and analyzing according to a user index to obtain a complaint reason of the user time;
calculating a cell class center occupied by a user according to a clustering algorithm according to the longitude and latitude of a complaint place and the condition of the cell occupied by the user, extracting a problem cell from the cell class center, and analyzing KPIs of the problem cell to determine the spatial complaint reason of the user;
and jointly analyzing the temporal complaint reasons and the spatial complaint reasons to output the complaint reasons.
As an optional implementation manner of the present application, obtaining the complaint reason of the user in time specifically includes:
inputting standard time by taking the complaint time of the user as a reference;
backtracking the user index to a preset time interval, wherein the time interval is the number of hours taking 24 as integral multiple;
in the time interval, calculating the user indexes according to an hourly proportion mode to obtain an hourly summary index proportion value of each index; the user index comprises one or more combinations of an MR index and an XDR ticket index;
judging whether the ratio of each index is abnormal or not;
associating the abnormal index proportion value with corresponding abnormal time;
mapping the abnormal indexes and the corresponding complaint reasons to form two-dimensional data of output time and complaint reasons;
and outputting the mapped data to obtain the complaint reason of the user in time.
As an optional implementation manner of the present application, the determining a spatial complaint reason of the user specifically includes:
inputting the longitude and latitude of a complaint place of a user;
checking a user occupied cell, and searching a class center of each category by adopting K-means clustering in space according to the longitude and latitude of the occupied cell;
searching a class center cell as a candidate problem cell according to the center point of the class center;
extracting KPI indexes of the candidate problem cells, and analyzing the index abnormal condition of the candidate cells; the KPI comprises PRB utilization rate, PRB interference power and fault warning information;
and forming a spatial complaint reason according to the KPI index of the candidate problem cell, and marking the Euclidean distance of the complaint reason from a complaint place in space to form two-dimensional data of the spatial distance and the complaint reason.
As an optional implementation manner of the present application, the outputting the complaint reasons specifically includes:
and performing analysis and search on the complaint reasons according to a time-nearest and space-nearest double-priority mode until the complaint reasons with the highest possibility are found.
In a second aspect, an embodiment of the present invention further provides a device for qualifying LTE user complaints based on spatio-temporal union, including:
the work order extraction module is used for extracting the complaint time and the longitude and latitude of the complaint place of the user according to the complaint work order pushed by the customer service system;
the first processing module is used for backtracking the user complaint time to a preset time interval and analyzing according to a user index to obtain the complaint reason of the user time;
the second processing module is used for calculating the center of the community class occupied by the user according to the longitude and latitude of the complaint place and the condition of the community occupied by the user, extracting a problem community from the center and analyzing the KPI of the problem community to determine the spatial complaint reason of the user;
and the space-time analysis module is used for carrying out joint analysis on the temporal complaint reasons and the spatial complaint reasons so as to output the complaint reasons.
As an optional implementation manner of the present application, the first processing module is specifically configured to:
inputting standard time by taking the complaint time of the user as a reference;
backtracking the user index to a preset time interval, wherein the time interval is the number of hours taking 24 as integral multiple;
in the time interval, calculating the user indexes according to an hourly proportion mode to obtain an hourly summary index proportion value of each index; the user index comprises one or more combinations of an MR index and an XDR ticket index;
judging whether the ratio of each index is abnormal or not;
associating the abnormal index proportion value with corresponding abnormal time;
mapping the abnormal indexes and the corresponding complaint reasons to form two-dimensional data of output time and complaint reasons;
and outputting the mapped data to obtain the complaint reasons of the user in time.
As an optional implementation manner of the present application, the second processing module is specifically configured to:
inputting the longitude and latitude of a complaint place of a user;
checking a user occupied cell, and searching a class center of each category by adopting K-means clustering in space according to the longitude and latitude of the occupied cell;
searching a class center cell as a candidate problem cell according to the center point of the class center;
extracting KPI indexes of the candidate problem cells, and analyzing the index abnormal condition of the candidate cells; the KPI comprises PRB utilization rate, PRB interference power and fault warning information;
and forming a spatial level complaint reason according to the KPI of the candidate problem cell, and marking the Euclidean distance of the complaint reason from a complaint place in space to form two-dimensional data of the spatial distance and the complaint reason.
As an optional implementation manner of the present application, the spatio-temporal analysis module is specifically configured to:
and performing analysis and search on the complaint reasons according to a time-nearest and space-nearest double-priority mode until the complaint reasons with the highest possibility are found.
By adopting the technical scheme, the method has the following advantages: the LTE user complaint qualitative method and device based on the space-time union, provided by the invention, are characterized in that complaint reasons of a user in time and complaint reasons of a user in space are respectively obtained by extracting the complaint time and the complaint place longitude and latitude form in complaint work order information; finally, combining the time and space analysis results and outputting the final complaint reason; therefore, the complaint reasons of the users are positioned in time, the qualitative time of measurement of front-line personnel is shortened, the complaint work order processing is accelerated, the working efficiency is improved, and the satisfaction degree of the users is improved.
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In order to more clearly illustrate the detailed description of the invention or the technical solutions in the prior art, the drawings that are needed in the detailed description of the invention or the prior art will be briefly described below. Throughout the drawings, like elements or portions are generally identified by like reference numerals. In the drawings, elements or portions are not necessarily drawn to scale.
Fig. 1 is a flowchart of an LTE user complaint qualitative method based on spatio-temporal union according to an embodiment of the present invention;
FIG. 2 is a schematic view of a temporal analysis process of the cause of complaints in the embodiment of the present invention;
FIG. 3 is a schematic flow chart of a spatial analysis of the cause of complaints in the practice of the present invention;
FIG. 4 is a schematic diagram of a spatiotemporal joint analysis process in the practice of the present invention;
fig. 5 is a schematic block diagram of an LTE user complaint qualitative apparatus based on spatio-temporal union according to an embodiment of the present invention.
Detailed Description
Embodiments of the present invention will be described in detail below with reference to the accompanying drawings. The following examples are only for illustrating the technical solutions of the present invention more clearly, and therefore are only used as examples, and the protection scope of the present invention is not limited thereby.
It is to be noted that, unless otherwise specified, technical or scientific terms used herein shall have the ordinary meaning as understood by those skilled in the art to which the present invention belongs.
LTE (Long Term Evolution) is a Long Term Evolution of The UMTS (Universal Mobile Telecommunications System) technical standard established by The 3GPP (The 3rd Generation Partnership Project) organization;
MR (MeasurementReport measurement report) is network quality measurement data collected and summarized by a base station and reported regularly (once in 5.12s or 10.24 s) by an LTE terminal.
Please refer to fig. 1, which is a flowchart illustrating a method for qualifying LTE user complaints based on spatio-temporal union according to an embodiment of the present invention, including the following steps:
and S101, extracting the complaint time and the complaint place longitude and latitude of the user according to the complaint work order pushed by the customer service system.
Specifically, the customer service system of the complaint user sends the complaint work order regularly, further extracts time and space information in the complaint work order, extracts time points of complaints of the user in time, converts the time points into standard time, extracts places reflected by the user in space, and converts the places into standard longitude and latitude.
And S102, backtracking the user complaint time to a preset time interval, and analyzing according to a user index to obtain the complaint reason of the user time.
Specifically, according to the standard time extracted in S101 as a criterion, a period of time is traced back as a time interval, MR and XDR indicators of the user are analyzed in the period of time, the indicators are aggregated according to an hourly proportion, and complaint reasons of the user on a time axis are preliminarily determined according to an aggregation result, specifically including seven types of complaint reasons, such as weak coverage, modulo three interference, frequent switching, poor downlink quality, poor uplink quality, extended downlink RTT, and extended uplink RTT.
S103, calculating the center of the community occupied by the user according to a clustering algorithm according to the longitude and latitude of the complaint place and the condition of the community occupied by the user, extracting a problem community from the center, and analyzing KPIs of the problem community to determine the spatial complaint reason of the user.
Specifically, according to the standard longitude and latitude extracted in S101, cells occupied by users in a certain geographic range are searched, K-means clustering is carried out on the cells in space, a class center is found, the class center is used for searching a nearest neighbor cell of a main class, the cell is extracted as a class typical cell and is called a problem cell, a KPI index of the cell is extracted, and the spatial complaint reasons of the users are determined according to the KPI index of the cell, and are specifically divided into three complaint reasons, namely high load, uplink interference, cell faults and the like.
And S104, performing joint analysis on the temporal complaint reasons and the spatial complaint reasons to output the complaint reasons.
Specifically, the analysis and search of the complaint reasons are carried out according to the time-nearest and space-nearest double priority modes until the complaint reason with the highest possibility is found, namely the complaint reason on the time axis of the user is judged, the complaint reason at the space position is judged in combination, the double priority rules of near and far and near and far of the space class center are judged according to the time axis of the user, and the most possible and next possible complaint reasons of the user are output.
And finally, according to the test feedback result of field personnel, verification is formed, and the joint analysis rule is adjusted periodically to improve the accuracy of complaint qualification.
By implementing the embodiment of the invention, the complaint time and the complaint place longitude and latitude form in the complaint work order information are extracted, and then the complaint reason in the user time and the complaint reason in the space are respectively obtained; finally, combining the time and space analysis results and outputting the final complaint reason; therefore, the complaint reasons of the users can be qualitative in time, the qualitative time of measurement of front-line personnel can be shortened, the complaint work orders can be processed quickly, the working efficiency can be improved, and the satisfaction degree of the users can be improved.
Further, please refer to fig. 2, which is a schematic diagram of a temporal analysis flow of a complaint cause in an embodiment of the present invention, including the following steps:
s201, inputting by taking the complaint time of the user as a reference; i.e. the standard time extracted according to S101,
s202, backtracking for a period of time; the user index is traced back to a preset time interval, where the time interval is an integral multiple of 24 hours, and the tracing back is performed for 48 hours in this embodiment, which is not limited to this, that is, the user index is traced back for 48 hours.
S203, in the time interval, calculating the user indexes according to an hourly proportion mode to obtain an hourly summary index proportion value of each index; the user index comprises one or more combination of MR index and XDR ticket index, wherein the MR index comprises RSRP, RSRQ, SINRUL, MOD3, A3 event, and RTT _ UL and RTT _ DL in the XDR ticket index;
here, RSRP calculation is taken as an example for illustration, and the rest is not described again;
S204, judging whether the ratio of each index is abnormal; for example, common duty cycle anomaly ranges include:
p(RSRP<-112dBm)>0.3；
p(RSRQ<-10dB)>0.5；
p(SINRUL<0dB)>0.5；
p(MOD3＝＝1)>0.5。
s205, associating the abnormal index proportion value with corresponding abnormal time; if p (RSRP < -112dBm) >0.3 and the hour belongs to 16, then the hour is marked as an exception.
S206, mapping the abnormal indexes and the corresponding complaint reasons to form two-dimensional data of output time and complaint reasons;
namely, the abnormal indicators include RSRP abnormality, RSRQ abnormality, SINRUL abnormality, MOD3 abnormality, A3 event abnormality, RTT uplink delay abnormality, RTT downlink delay abnormality, and the above seven types of indicators respectively correspond to seven types of complaint reasons: weak coverage, poor downlink quality, poor uplink quality, modulo three interference, frequent handover, large RTT uplink delay, and large RTT downlink delay.
S207, outputting the mapped data to obtain the complaint reason of the user in time; the time is the time corresponding to the index abnormality, and the complaint cause is the complaint cause determined in S206.
Further, please refer to fig. 3, which is a schematic diagram illustrating a process of analyzing a cause of a spatial complaint in the implementation of the present invention, including the following steps:
s301, inputting the longitude and latitude of a complaint place of a user;
s302, similarly, backtracking a period of time, wherein the period of time is also an integer multiple of the number of hours of 24, and may be the same as or different from the aforementioned time interval, which is not limited herein; that is, the trace-back user 24 is an integral multiple of the MR message, and the longitude and latitude of the occupied cell therein are extracted;
checking a user occupied cell, and searching a plurality of class centers of each class by adopting K-means clustering in space according to the longitude and latitude of the occupied cell;
s303, searching a class center cell as a candidate problem cell according to the center point of the class center; the central cells are a plurality of cells and are candidate problem cells;
s304, extracting KPI indexes of the candidate problem cells, and analyzing the index abnormal conditions of the candidate cells; the KPI comprises PRB utilization rate, PRB interference power and fault warning information;
s305, forming a spatial-level complaint reason according to the KPI of the candidate problem cell, and marking the Euclidean distance between the complaint reason and a complaint place in space to form two-dimensional data of the spatial distance and the complaint reason; the corresponding abnormal complaint reasons are: high load, uplink interference, cell failure.
Further, please refer to fig. 4, which is a schematic diagram of a spatio-temporal joint analysis process in the implementation of the present invention, including the following steps:
s401, backtracking the time from near to far according to the time-reason complaint mode formed in the S207;
s402, patrolling the space from near to far, and backtracking according to the spatial distance-reason complaint mode formed in the S305;
s403, according to the principle of dual priority of time backtracking and space backtracking, performing backtracking judgment on the complaint reasons until the problem cells with the nearest time and the adjacent space are found, and outputting the complaint reasons;
s404, continuously searching the possible complaint reasons according to the dual priority principle, and finally outputting the most possible complaint reasons, the corresponding problem cells and the corresponding time.
The method for analyzing the complaint reasons of the time-space united LTE user provided by the embodiment of the invention converts the complaint reasons into standard complaint time and complaint place longitude and latitude forms by extracting work order information; the complaint time is traced back to and converged with the user small-level indexes, and the complaint reasons of the users are judged according to the indexes; the complaint place is calibrated, clustering is carried out on the space according to the situation that a user occupies a cell, a class center cell is found, KPI (key performance indicator) of the class center cell is analyzed, and the complaint reason of the user is judged; and combining the time and space analysis results, and outputting the most probable reason and the next probable reason according to the result of the double-priority principle. The method can locate the complaint reason of the user in time, shorten the qualitative time of measurement of front-line personnel, accelerate the handling of the complaint worksheet, improve the working efficiency and improve the satisfaction degree of the user.
Correspondingly, on the basis of the method provided by the embodiment, the embodiment of the invention also provides a device for qualitative complaint of LTE users based on space-time union. Referring to fig. 5, the apparatus includes:
the work order extraction module is used for extracting the complaint time and the longitude and latitude of the complaint place of the user according to the complaint work order pushed by the customer service system;
the first processing module is used for backtracking the complaint time of the user to a preset time interval and analyzing according to a user index to obtain the complaint reason of the user in time; the method specifically comprises the following steps:
inputting standard time by taking the complaint time of the user as a reference;
backtracking the user index to a preset time interval, wherein the time interval is the number of hours taking 24 as integral multiple;
in the time interval, calculating the user indexes according to an hourly proportion mode to obtain an hourly summary index proportion value of each index; the user index comprises one or more combinations of an MR index and an XDR ticket index;
judging whether the ratio of each index is abnormal or not;
associating the abnormal index proportion value with corresponding abnormal time;
mapping the abnormal indexes and the corresponding complaint reasons to form two-dimensional data of output time and complaint reasons;
and outputting the mapped data to obtain the complaint reason of the user in time.
The second processing module is used for calculating the center of the community class occupied by the user according to the longitude and latitude of the complaint place and the condition of the community occupied by the user, extracting a problem community from the center and analyzing the KPI of the problem community to determine the spatial complaint reason of the user; the method specifically comprises the following steps:
inputting the longitude and latitude of a complaint place of a user;
checking a user occupied cell, and searching a class center of each category by adopting K-means clustering in space according to the longitude and latitude of the occupied cell;
searching a class center cell as a candidate problem cell according to the center point of the class center;
extracting KPI indexes of the candidate problem cells, and analyzing the index abnormal condition of the candidate cells; the KPI comprises PRB utilization rate, PRB interference power and fault warning information;
and forming a spatial complaint reason according to the KPI index of the candidate problem cell, and marking the Euclidean distance of the complaint reason from a complaint place in space to form two-dimensional data of the spatial distance and the complaint reason.
The time-space analysis module is used for carrying out joint analysis on the temporal complaint reasons and the spatial complaint reasons so as to output the complaint reasons; the method specifically comprises the following steps:
and analyzing and searching the complaint reasons according to a time-nearest and space-nearest double-priority mode until the complaint reason with the highest possibility is found, namely judging the complaint reason on a time axis according to the complaint reason of the user, judging the complaint reason by combining with the complaint reason of the space position, judging the double-priority rules from near to far and from the space class center according to the time axis of the user, and outputting the most possible and next possible complaint reasons of the user.
In order to realize continuous optimization, the device also comprises an optimization module which is used for forming verification according to the test feedback result of field personnel so as to regularly adjust the joint analysis rule to improve the accuracy of complaint qualification.
It should be noted that, for the implementation and examples of each module in the above apparatus embodiment, reference may be made to the description of the previous method embodiment, and details are not repeated here.
The complaint time and the complaint place longitude and latitude form in the complaint work order information are extracted, and then the complaint reason of the user in time and the complaint reason of the user in space are respectively obtained; finally, combining the time and space analysis results and outputting the final complaint reason; therefore, the complaint reasons of the users are positioned in time, the qualitative time of measurement of front-line personnel is shortened, the complaint work order processing is accelerated, the working efficiency is improved, and the satisfaction degree of the users is improved.
The above examples are only intended to illustrate the technical solution of the present invention, and not to limit it; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; such modifications and substitutions do not depart from the spirit and scope of the embodiments of the present invention, and they should be construed as being covered by the appended claims and their equivalents.
Claims (6)
1. An LTE user complaint qualitative method based on space-time combination is characterized by comprising the following steps:
extracting the complaint time of a user and the longitude and latitude of a complaint place from the complaint work order pushed by the customer service system;
backtracking the user complaint time to a preset time interval, and analyzing according to a user index to obtain a complaint reason of the user time;
calculating a cell class center occupied by a user according to a clustering algorithm according to the longitude and latitude of a complaint place and the condition of the cell occupied by the user, extracting a problem cell from the cell class center, and analyzing KPIs of the problem cell to determine the spatial complaint reason of the user;
performing joint analysis on the temporal complaint reasons and the spatial complaint reasons to output the complaint reasons;
the method for obtaining the complaint reasons of the user in time specifically comprises the following steps:
inputting standard time by taking the user complaint time as a reference;
backtracking the user index to a preset time interval, wherein the time interval is the number of hours taking 24 as integral multiple;
in the time interval, calculating the user indexes according to an hourly proportion mode to obtain an hourly summary index proportion value of each index; the user index comprises one or more combinations of an MR index and an XDR ticket index;
judging whether the ratio of each index is abnormal or not;
associating the abnormal index proportion value with corresponding abnormal time;
mapping the abnormal indexes and the corresponding complaint reasons to form two-dimensional data of output time and complaint reasons;
and outputting the mapped data to obtain the complaint reasons of the user in time.
2. The method as claimed in claim 1, wherein the step of determining spatial complaint causes of users specifically comprises:
inputting the longitude and latitude of a complaint place of a user;
checking a user occupied cell, and searching a class center of each category by adopting K-means clustering in space according to the longitude and latitude of the occupied cell;
searching a class center cell as a candidate problem cell according to the center point of the class center;
extracting KPI indexes of the candidate problem cells, and analyzing the index abnormal condition of the candidate cells; the KPI comprises PRB utilization rate, PRB interference power and fault warning information;
and forming a spatial level complaint reason according to the KPI of the candidate problem cell, and marking the Euclidean distance of the complaint reason from a complaint place in space to form two-dimensional data of the spatial distance and the complaint reason.
3. The method of claim 1, wherein outputting the cause of complaint specifically comprises:
and performing analysis and search on the complaint reasons according to a time-nearest and space-nearest double-priority mode until the complaint reasons with the highest possibility are found.
4. An LTE user complaint qualitative device based on space-time union, comprising:
the work order extraction module is used for extracting the complaint time and the longitude and latitude of the complaint place of the user according to the complaint work order pushed by the customer service system;
the first processing module is used for backtracking the user complaint time to a preset time interval and analyzing according to a user index to obtain the complaint reason of the user time;
the second processing module is used for calculating the class center of the community occupied by the user according to the longitude and latitude of the complaint place and the condition of the community occupied by the user by a clustering algorithm, extracting a problem community from the class center, and analyzing the KPI of the problem community to determine the complaint reason of the user on the space;
the time-space analysis module is used for carrying out joint analysis on the temporal complaint reasons and the spatial complaint reasons so as to output the complaint reasons;
the first processing module is specifically configured to:
inputting standard time by taking the user complaint time as a reference;
backtracking the user index to a preset time interval, wherein the time interval is the number of hours taking 24 as integral multiple;
in the time interval, calculating the user indexes according to an hour ratio mode to obtain an hour summary index ratio of each index; the user index comprises one or more combinations of an MR index and an XDR ticket index;
judging whether the ratio of each index is abnormal or not;
associating the abnormal index proportion value with corresponding abnormal time;
mapping the abnormal indexes and the corresponding complaint reasons to form two-dimensional data of output time and complaint reasons;
and outputting the mapped data to obtain the complaint reasons of the user in time.
5. The spatio-temporal association-based LTE user complaint qualitative apparatus of claim 4, wherein the second processing module is specifically configured to:
inputting the longitude and latitude of a complaint place of a user;
checking a user occupied cell, and searching a class center of each class by adopting K-means clustering in space according to the longitude and latitude of the occupied cell;
searching a class center cell as a candidate problem cell according to the center point of the class center;
extracting KPI indexes of the candidate problem cells, and analyzing the index abnormal condition of the candidate cells; the KPI comprises PRB utilization rate, PRB interference power and fault warning information;
and forming a spatial complaint reason according to the KPI index of the candidate problem cell, and marking the Euclidean distance of the complaint reason from a complaint place in space to form two-dimensional data of the spatial distance and the complaint reason.
6. The spatio-temporal association-based LTE user complaint qualitative apparatus of claim 4, wherein the spatio-temporal analysis module is specifically configured to:
and performing analysis search of the complaint reasons according to the time-nearest and space-nearest double-priority modes until the complaint reasons with the highest possibility are found.
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