TW202044803A - Customer experience wwak area positioning device and its usage method - Google Patents
Customer experience wwak area positioning device and its usage method Download PDFInfo
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Abstract
Description
本發明係關於一種通訊相關技術,特別係關於一種網路弱區之定位裝置。The present invention relates to a communication-related technology, and particularly relates to a positioning device for a weak network area.
本發明另關於前述網路弱區之定位裝置之使用方法。The present invention also relates to a method of using the aforementioned positioning device in a weak network area.
本發明另關於一種通訊相關技術,特別係關於一種工單處理系統。The present invention also relates to a communication-related technology, in particular to a work order processing system.
本發明另關於前述工單處理系統之使用方法。The present invention also relates to the use method of the aforementioned work order processing system.
現代社會中,網路已成為人們生活中不可或缺的一部分,在網路普及的情況下,提供穩定網路訊號便成為現今電信業者的重要課題,然而電信服務涵蓋之範圍相當的廣泛,是以,於判斷網路弱區係有一定的難度,僅能夠透過各別客戶之反饋進行處理,無法全面性的改善,而且,單獨以客戶反饋的資訊進行判斷網路弱區係較不客觀且無法有效的管理,是以需要一種能夠有效管理、維修網路弱區之客戶體驗弱區定位裝置。In modern society, the Internet has become an indispensable part of people’s lives. With the popularity of the Internet, the provision of stable Internet signals has become an important issue for today’s telecommunications industry. However, the scope of telecommunications services is quite wide. Therefore, it is difficult to judge the weak network area. It can only be processed through the feedback of individual customers and cannot be comprehensively improved. Moreover, it is not objective and objective to judge the weak network area based on customer feedback information alone. The inability to manage effectively requires a device that can effectively manage and repair weak areas of customer experience in the network.
另外,一般客戶反饋之建議往往係透過人力以各筆逐項進行比對的方式進行處理,其效率極為不佳,是以需要一種能夠提升處理效率之工單處理系統。In addition, the general customer feedback is often handled by means of manual comparison of individual pens, which is extremely inefficient. Therefore, a work order processing system that can improve processing efficiency is needed.
本發明提供一種客戶體驗弱區定位裝置,其主要目的係能夠有效判斷、管理網路弱區。The present invention provides a device for locating customer experience weak areas, the main purpose of which is to be able to effectively judge and manage network weak areas.
前述客戶體驗弱區定位裝置,包括:The aforementioned customer experience weak area positioning device includes:
電訊連接之一呼叫品質判斷單元、一居家訊號品質判斷單元及一區域品質判斷單元;A call quality judgment unit, a home signal quality judgment unit, and an area quality judgment unit for telecommunication connections;
該呼叫品質判斷單元內具有一頻道質量指示預設值、一訊號強度平均值及一下載頻寬之最大值,該呼叫品質判斷單元係比對該頻道質量指示預設值、訊號強度平均值及該下載頻寬之最大值與實際偵測到之呼叫的數值,當偵測之頻道質量指示小於頻道質量指示預設值、偵測到之訊號強度小於訊號強度平均值且偵測到之下載頻寬小於下載頻寬之最大值,三者皆成立,則判定為一弱呼叫;The call quality judgment unit has a channel quality indicator preset value, a signal strength average value, and a maximum download bandwidth. The call quality judgment unit compares the channel quality indicator preset value, signal strength average value, and The maximum value of the download bandwidth and the value of the actually detected call. When the detected channel quality indicator is less than the channel quality indicator default value, the detected signal strength is less than the average signal strength and the detected download frequency If the bandwidth is less than the maximum download bandwidth, if all three are true, it is judged as a weak call;
該居家訊號品質判斷單元,預設有一預定比例值,並供以擷取一個居家內的室內總呼叫數,並判斷弱呼叫數佔所有室內總呼叫數之比例,弱呼叫數之比例值大於前述預定比例值,則判定該居家為弱訊號居家;The home signal quality judgment unit is preset with a predetermined ratio value, and is used to retrieve the total number of indoor calls in a home, and determine the ratio of the number of weak calls to the total number of indoor calls, and the ratio of the number of weak calls is greater than the aforementioned The predetermined ratio value is determined to be a weak signal home;
該區域品質判斷單元,預定義複數個判斷區域,並進一步的定義該些判斷區域為一人口稠密區、一人口次稠密區或一郊區,並統計各該判斷區域內之居家數量、弱訊號居家之數量以及弱訊號居家之比例,該人口稠密區對應一第一居家數量閥值、第一弱訊號居家數量閥值及第一弱訊號居家比例閥值,該人口次稠密區對應一第二居家數量閥值、第二弱訊號居家數量閥值及第二弱訊號居家比例閥值,該郊區對應一第三居家數量閥值、第三弱訊號居家數量閥值及第三弱訊號居家比例閥值,當人口稠密區內之居家數量大於第一居家數量閥值、弱訊號居家數量大於第一弱訊號居家數量閥值及第一弱訊號居家比例大於弱居第一家比例閥值,則判定該區為該信號弱區;當人口次稠密區內之居家數量大於第二居家數量閥值、弱訊號居家數量大於第二弱訊號居家數量閥值及弱訊號居家比例大於第二弱訊號居家比例閥值,則判定該區為該信號弱區;當郊區內之居家數量大於第三居家數量閥值、弱訊號居家數量大於第三弱訊號居家數量閥值及弱訊號居家比例大於第三弱訊號居家比例閥值,則判定該區為該信號弱區。The regional quality judgment unit predefines multiple judgment areas, and further defines the judgment areas as a densely populated area, a sub-densely populated area or a suburban area, and counts the number of homes and weak signal homes in each judgment area The number and the proportion of homes with weak signals, the densely populated area corresponds to a threshold for the number of first homes, the threshold for the number of homes with the first weak signal, and the proportion of homes with the first weak signal. The densely populated area corresponds to a second home The quantity threshold, the second weak signal home quantity threshold, and the second weak signal home proportion threshold, the suburb corresponds to a third home quantity threshold, the third weak signal home quantity threshold, and the third weak signal home ratio threshold , When the number of homes in a densely populated area is greater than the threshold for the number of first homes, the number of homes with weak signals is greater than the threshold for the number of homes with first weak signals, and the proportion of homes with the first weak signal is greater than the threshold for the first homes with weak signals, it is determined The area is the weak signal area; when the number of homes in the densely populated area is greater than the second home number threshold, the number of weak signal homes is greater than the second weak signal home number threshold, and the weak signal home ratio is greater than the second weak signal home proportional valve Value, the area is judged to be the weak signal area; when the number of homes in the suburbs is greater than the third home number threshold, the number of weak signal homes is greater than the third weak signal home number threshold, and the proportion of weak signal homes is greater than the third weak signal home Proportional threshold, the zone is determined to be the weak signal zone.
本發明客戶體驗弱區定位裝置的使用方法,包括:The use method of the customer experience weak area positioning device of the present invention includes:
呼叫品質判斷步驟,判斷單一呼叫之頻道質量指示、訊號強度以及下載頻寬之數值,並將偵測到之頻道質量指示與頻道質量指示預設值進行比對、將偵測到之訊號強度與預設之訊號強度平均值進行比對、將偵測到之下載頻寬與預設之下載頻寬最大值進行比對,當頻道質量指示之偵測值小於預設之頻道質量指示預設值、訊號強度之偵測值小於預設之訊號強度平均值且下載頻寬之偵測值小於預設之下載頻寬最大值時,則認定此呼叫為一弱呼叫;The call quality judgment step is to judge the channel quality indicator, signal strength and download bandwidth value of a single call, and compare the detected channel quality indicator with the channel quality indicator preset value, and compare the detected signal strength with The preset signal strength average value is compared, and the detected download bandwidth is compared with the preset maximum download bandwidth. When the detected value of the channel quality indicator is less than the preset value of the preset channel quality indicator 、When the detected value of signal strength is less than the preset average value of signal strength and the detected value of download bandwidth is less than the preset maximum value of download bandwidth, the call is deemed to be a weak call;
居家訊號品質判斷步驟,偵測單一居家之室內總呼叫數,並判斷弱呼叫數佔室內總呼叫數之比例,弱呼叫數之比例值大於預定比例值,則判定該居家為弱訊號居家;The home signal quality judgment step is to detect the total number of indoor calls in a single home, and determine the ratio of the number of weak calls to the total number of indoor calls. If the ratio of the number of weak calls is greater than a predetermined ratio value, it is determined that the home is a weak signal home;
區域品質判斷步驟,預定義複數個判斷區域,並先定義各該判斷區域為一人口稠密區、一人口次稠密區或一郊區,統計各該判斷區域內之居家數量、弱訊號居家之數量以及弱訊號居家比例,該人口稠密區對應一第一居家數量閥值、第一弱訊號居家數量閥值及第一弱訊號居家比例閥值,該人口次稠密區對應一第二居家數量閥值、第二弱訊號居家數量閥值及第二弱訊號居家比例閥值,該郊區對應一第三居家數量閥值、第三弱訊號居家數量閥值及第三弱訊號居家比例閥值,當人口稠密區內之居家數量大於第一居家數量閥值、弱訊號居家數量大於第一弱訊號居家數量閥值及弱訊號居家比例大於第一弱訊號居家比例閥值,則判定該區為該信號弱區;當人口次稠密區內之居家數量大於第二居家數量閥值、弱訊號居家數量大於第二弱訊號居家數量閥值及弱訊號居家比例大於第二弱訊號居家比例閥值,則判定該區為該信號弱區;當該郊區內之居家數量大於第三居家數量閥值、弱訊號居家數量大於第三弱訊號居家數量閥值及弱訊號居家比例大於第三弱訊號居家比例閥值,則判定該區為該信號弱區。The regional quality judgment step is to predefine multiple judgment areas, and first define each judgment area as a densely populated area, a sub-densely populated area or a suburb, and count the number of homes in each judgment area, the number of weak signal homes, and The proportion of homes with weak signals, the densely populated area corresponds to a threshold for the number of homes with the first weak signal, and the threshold for the number of homes with the first weak signal, and the threshold for the number of homes with the first weak signal. The second weak signal home quantity threshold and the second weak signal home ratio threshold, the suburb corresponds to a third home quantity threshold, third weak signal home quantity threshold, and third weak signal home ratio threshold, when the population is densely populated If the number of homes in the area is greater than the threshold for the number of first homes, the number of homes with weak signals is greater than the threshold for the number of homes with weak signals, and the proportion of homes with weak signals is greater than the threshold for the first weak signal, the area is determined to be the weak signal area ; When the number of homes in a sub-densely populated area is greater than the second threshold, the number of weak-signal homes is greater than the second-low-signal homes threshold, and the proportion of weak-signal homes is greater than the second-weak-signal threshold, then the area is determined Is the weak signal area; when the number of homes in the suburb is greater than the third home number threshold, the number of weak signal homes is greater than the third weak signal home number threshold, and the weak signal home ratio is greater than the third weak signal home ratio threshold, then Determine the area as the weak signal area.
由上述可知,本發明客戶體驗弱區定位裝置主要係藉由該呼叫品質判斷單元先定義出一弱呼叫,再透過居家訊號品質判斷單元依據弱呼叫數判定是否為弱訊號居家,最後該區域品質判斷單元再透過弱訊號居家以判斷特定區域是否為信號弱區,藉以達成有效判斷、管理網路弱區之目的。It can be seen from the above that the customer experience weak area locating device of the present invention mainly uses the call quality judgment unit to first define a weak call, and then uses the home signal quality judgment unit to determine whether it is a weak signal home based on the number of weak calls, and finally the quality of the area The judging unit then judges whether a specific area is a weak signal area through the weak signal at home, so as to achieve the purpose of effective judgment and management of the network weak area.
本發明另提供一種工單處理系統,其主要目的係提升工單處理之效率。The present invention also provides a work order processing system, the main purpose of which is to improve the efficiency of work order processing.
該工單處理系統,包括前述之客戶體驗弱區定位裝置,且另包括:The work order processing system includes the aforementioned customer experience weakness locating device, and also includes:
一判斷單元,與該客戶體驗弱區定位裝置之區域品質判斷單元訊號連接,該判斷單元供以接收該弱區資訊及複數客戶工單,該判斷單元並供以進一步比對該客戶工單的位置是否坐落於信號弱區內;A judging unit is connected to the signal of the area quality judging unit of the customer experience weak area locating device, the judging unit is used to receive the weak area information and a plurality of customer work orders, and the judging unit is used to further compare the customer work order Whether the location is located in a weak signal area;
一改善單元,與該判斷單元訊號連接,該改善單元供以對具有客戶工單坐落的信號弱區進行改善;An improvement unit connected with the signal of the judgment unit, and the improvement unit is used to improve the weak signal area where the customer work order is located;
一複查單元,與該改善單元訊號連接,並供以針對各該發出客戶工單之用戶進行複查,確保收訊狀況改善。A review unit is connected to the signal of the improvement unit, and is used to review each user who issued the customer work order to ensure the improvement of the reception status.
本發明另提供前述工單處理系統之使用方法,包括客戶體驗弱區定位裝置的使用方法,而工單處理系統之使用方法,另包括:The present invention further provides the use method of the aforementioned work order processing system, including the use method of the customer experience weak area positioning device, and the use method of the work order processing system further includes:
判斷是否為弱區工單步驟,接收該弱區資訊及各複數客戶工單,並比對該客戶工單的位置是否坐落於信號弱區內,若是,則執行區域改善步驟,若否,則執行分散式處理步驟;Determine whether it is a weak zone work order step, receive the weak zone information and each multiple customer work order, and compare whether the location of the customer work order is located in the weak signal zone, if it is, execute the area improvement step, if not, then Perform distributed processing steps;
分散式處理步驟,針對各發出客戶工單之用戶分別進行問題釐清,以透過調整天線、調整參數、安裝信號改善器、解決客戶手機問題等方式進行解決;Distributed processing steps, clarify the problems for each user who issued the customer work order, and solve the problem by adjusting the antenna, adjusting the parameters, installing the signal improver, and solving the customer's mobile phone problem;
執行區域改善步驟,針對該信號弱區之站台進行改善、維修,結束後則進入一複查步驟;Carry out the area improvement step, improve and repair the station in the weak signal area, and enter a review step after the end;
複查步驟,再針對各別客戶工單之用戶進行呼叫之頻道質量指示、訊號強度以及下載頻寬之數值之偵測,若頻道質量指示之偵測值大於預設之頻道質量指示預設值、訊號強度之偵測值大於預設之訊號強度平均值且下載頻寬之偵測值大於預設之下載頻寬最大值時則結束維修,反之,則再執行判斷是否為弱區工單步驟。The review step is to detect the channel quality indicator, signal strength, and download bandwidth value for the user of each customer work order. If the detection value of the channel quality indicator is greater than the preset channel quality indicator default value, If the signal strength detection value is greater than the preset signal strength average value and the download bandwidth detection value is greater than the preset download bandwidth maximum value, the maintenance will be terminated. Otherwise, the process of determining whether it is a weak zone work order will be executed.
由上述可知,本發明客戶體驗弱區定位裝置主要係藉由工單處理系統,主要係依據弱區資訊及客戶工單交叉比對以判斷客戶工單的位置是否坐落於信號弱區內,再以改善單元改善該信號弱區,以區域的方式進行改善,以提升工單處理之效率。It can be seen from the above that the customer experience weak zone locating device of the present invention is mainly based on the work order processing system, mainly based on the weak zone information and the cross comparison of customer work orders to determine whether the location of the customer work order is located in the weak signal zone, and then Improve the signal weak area with the improvement unit, and improve the area in a way to improve the efficiency of work order processing.
本發明提供一種客戶體驗弱區定位裝置10,於第一實施例中,請參照圖1所示,包括:The present invention provides an
電訊連接之一呼叫品質判斷單元11、一居家訊號品質判斷單元12、一區域品質判斷單元13;A call
該呼叫品質判斷單元11內具有一頻道質量指示(Channel Quality Indicator)預設值、一訊號強度(Reference Signal Receiving Power 、Received Signal Code Powe)平均值及一下載頻寬之最大值(DL_TPUT_MAX),該呼叫品質判斷單元11係就該頻道質量指示預設值、訊號強度平均值及該下載頻寬之最大值與實際偵測到之呼叫(Call)的數值進行比對,當偵測之頻道質量指示(CQI)小於頻道質量指示預設值、偵測到之訊號強度(RSRP、RSCP)小於訊號強度平均值且偵測到之下載頻寬(DL_TPUT)小於下載頻寬之最大值,三者皆成立,則判定為一弱呼叫(Weak call);The call
於本實施例中,偵測頻道質量指示(CQI)時,可參考參數如START_CQI、END_CQI;In this embodiment, when detecting the channel quality indicator (CQI), parameters such as START_CQI and END_CQI can be referred to;
該居家訊號品質判斷單元12,係預設有一預定比例值,並供以擷取一個居家內的室內總呼叫數(Total indoor call),統計居家內的弱呼叫數(Indoor “Weak Call”),並判斷弱呼叫數佔所有室內總呼叫數之比例,弱呼叫數之比例值大於前述預定比例值,則判定該居家為弱訊號居家(Weak Home);The home signal
該區域品質判斷單元13,預定義複數個判斷區域,值得說明的是,前述判斷區域可由占地大小作為劃分依據,並進一步的定義該些判斷區域為一人口稠密區、一人口次稠密區或一郊區,並統計各該判斷區域內之居家(Home)數量、弱訊號居家(Weak Home)之數量以及弱訊號居家之比例(Weak Home ratio),該人口稠密區對應一第一居家數量閥值、第一弱訊號居家數量閥值及第一弱訊號居家比例閥值,該人口次稠密區對應一第二居家數量閥值、第二弱訊號居家數量閥值及第二弱訊號居家比例閥值,該郊區對應一第三居家數量閥值、第三弱訊號居家數量閥值及第三弱訊號居家比例閥值,當人口稠密區內之居家數量大於第一居家數量閥值、弱訊號居家數量大於第一弱訊號居家數量閥值及弱訊號居家比例大於第一弱訊號居家比例閥值,則判定該區為該信號弱區;同理,當人口次稠密區內之居家數量大於第二居家數量閥值、弱訊號居家數量大於第二弱訊號居家數量閥值及弱訊號居家比例大於第二弱訊號居家比例閥值,則判定該區為該信號弱區;同理,當郊區內之居家數量大於第三居家數量閥值、弱訊號居家數量大於第三弱訊號居家數量閥值及弱訊號居家比例大於第三弱訊號居家比例閥值,則判定該區為該信號弱區,定義判斷是否為信號弱區的資訊為一弱區資訊。The area
一種客戶體驗弱區定位裝置之使用方法A,於第一實施例中,請參照圖4所示,包括:A method A of using a device for locating a customer experience weak area, in the first embodiment, please refer to Figure 4, including:
呼叫品質判斷步驟S1,判斷單一呼叫(call)之頻道質量指示(CQI)、訊號強度(RSRP、RSCP)以及下載頻寬(DL_TPUT)之數值,並將偵測到之頻道質量指示與頻道質量指示預設值進行比對、將偵測到之訊號強度與預設之訊號強度平均值進行比對、將偵測到之下載頻寬與預設之下載頻寬最大值進行比對,當頻道質量指示之偵測值小於預設之頻道質量指示預設值、訊號強度之偵測值小於預設之訊號強度平均值且下載頻寬之偵測值小於預設之下載頻寬最大值時,則認定此呼叫為一弱呼叫(Weak call);Call quality judgment step S1, judge the channel quality indicator (CQI), signal strength (RSRP, RSCP), and download bandwidth (DL_TPUT) values of a single call (call), and combine the detected channel quality indicator and channel quality indicator The preset value is compared, the detected signal strength is compared with the preset signal strength average value, the detected download bandwidth is compared with the preset maximum download bandwidth, when the channel quality When the indicated detection value is less than the preset channel quality indicator default value, the signal strength detection value is less than the preset signal strength average value, and the download bandwidth detection value is less than the preset maximum download bandwidth, then Identify this call as a weak call (Weak call);
於本實施例中,呼叫品質判斷步驟S1另可參酌以下參數,如國際移動用戶識別碼(IMSI)、移動台國際用戶識別碼(MSISDN)、通話類型(Call Type)、經度位置(Position_Longitude)、緯度位置(Position_Latitude)、時間(Timestamp)、LTE信號接收品質(RSRQ)、上傳資料量(Upload_Volume) 、下載資料量(Download_Volume)、站台代號(Cell_name)。In this embodiment, the call quality judgment step S1 can also refer to the following parameters, such as International Mobile Subscriber Identity (IMSI), Mobile Station International Subscriber Identity (MSISDN), Call Type, Longitude Position (Position_Longitude), Latitude position (Position_Latitude), time (Timestamp), LTE signal reception quality (RSRQ), upload data volume (Upload_Volume), download data volume (Download_Volume), station code (Cell_name).
居家訊號品質判斷步驟S2,偵測單一居家之室內總呼叫數(Total indoor call),並判斷弱呼叫(Weak call) 數佔室內總呼叫數(Total indoor call)之比例,當弱呼叫(Weak call) 數之比例值大於預定比例值,則判定該居家為弱訊號居家(Weak Home);The home signal quality judgment step S2 is to detect the total indoor call number of a single home (Total indoor call), and judge the proportion of the weak call (Weak call) to the total indoor call number (Total indoor call). ) If the ratio value of the number is greater than the predetermined ratio value, the home is judged to be a weak home (Weak Home);
區域品質判斷步驟S3,預定義複數個判斷區域,並先定義各該判斷區域為一人口稠密區、一人口次稠密區或一郊區,統計各該判斷區域內之居家數量、弱訊號居家之數量以及弱訊號居家比例,該人口稠密區對應一第一居家數量閥值、第一弱訊號居家數量閥值及第一弱訊號居家比例閥值,該人口次稠密區對應一第二居家數量閥值、第二弱訊號居家數量閥值及第二弱訊號居家比例閥值,該郊區對應一第三居家數量閥值、第三弱訊號居家數量閥值及第三弱訊號居家比例閥值,當人口稠密區內之居家數量大於第一居家數量閥值、弱訊號居家數量大於第一弱訊號居家數量閥值及弱訊號居家比例大於第一弱訊號居家比例閥值,則判定該區為該信號弱區;同理,當人口次稠密區內之居家數量大於第二居家數量閥值、弱訊號居家數量大於第二弱訊號居家數量閥值及弱訊號居家比例大於第二弱訊號居家比例閥值,則判定該區為該信號弱區;同理,當郊區內之居家數量大於第三居家數量閥值、弱訊號居家數量大於第三弱訊號居家數量閥值及弱訊號居家比例大於第三弱訊號居家比例閥值,則判定該區為該信號弱區。Regional quality judgment step S3, predefine a plurality of judgment areas, and first define each judgment area as a densely populated area, a densely populated area or a suburban area, and count the number of homes and the number of weak signal homes in each judgment area And the proportion of homes with a weak signal, the densely populated area corresponds to a threshold for the number of homes with a first, a threshold for the number of homes with a first weak signal, and a threshold for the proportion of homes with a first weak signal, and the densely populated area corresponds to a threshold for the number of second homes , The second weak signal home quantity threshold and the second weak signal home proportion threshold, the suburb corresponds to a third home quantity threshold, the third weak signal home quantity threshold, and the third weak signal home ratio threshold, when the population If the number of homes in a dense area is greater than the threshold of the number of first homes, the number of weak-signal homes is greater than the threshold of the first weak-signal homes, and the proportion of weak-signal homes is greater than the threshold of the first weak-signal home, the area is judged to be weak. In the same way, when the number of homes in a sub-densely populated area is greater than the threshold for the number of second homes, the number of weak-signal homes is greater than the threshold for the second-weak signal homes, and the proportion of weak-signal homes is greater than the threshold for the second-weak signal home proportion, Then the area is judged to be the weak signal area; similarly, when the number of homes in the suburbs is greater than the third home number threshold, the number of weak signal homes is greater than the third weak signal home number threshold, and the proportion of weak signal homes is greater than the third weak signal The home ratio threshold is determined to be the weak signal area.
本發明提供一種工單處理系統,於第一實施例中,係包括前述客戶體驗弱區定位裝置10,請參照圖2所示,而該工單處理系統之第一實施例另包括:The present invention provides a work order processing system. In the first embodiment, it includes the aforementioned customer experience
一判斷單元21,與該客戶體驗弱區定位裝置10之區域品質判斷單元13訊號連接,該判斷單元21供以接收該弱區資訊及複數客戶工單(Customer Trouble Ticket),定義該些客戶工單為終端用戶通過問題跟踪系統提交幫助的請求,該判斷單元21並供以進一步比對該客戶工單的位置是否坐落於信號弱區內;A judging
一改善單元22,與該判斷單元21訊號連接,該改善單元22供以對具有客戶工單坐落的信號弱區進行改善;An
一複查單元23,與該改善單元22訊號連接,並供以針對各該發出客戶工單之用戶進行複查,確保收訊狀況改善。A
本發明工單處理系統之第二實施例相較於第一實施例,另包括一客訴判斷裝置30,請參照圖3所示:Compared with the first embodiment, the second embodiment of the work order processing system of the present invention further includes a customer
該客訴判斷裝置30與該判斷單元21訊號連接,該客訴判斷裝置30包含資訊連接之一區域定義單元31、一客戶工單累計單元32、一預設比較單元33,該區域定義單元31供以定義複數預設區域,各該預設區域具有相同之範圍,該客戶工單累計單元32另供以接收各該客戶工單(Customer Trouble Ticket),各該客戶工單係綁定各該預設區域,以統計出於一時間區間內,各該預設區域之客戶工單之數量,該預設比較單元33內儲存有一客訴閥值,當於一時間區間內該預設區域之客戶工單之數量大於該客訴閥值時,判定該預設區域為信號弱區,反之,則非信號弱區。The customer
一種工單處理系統之使用方法,於第一實施例中,請參照圖5所示,其包含網路弱區之定位系統之使用方法A,且於該區域品質判斷步驟S3後,另包括:A method of use of a work order processing system. In the first embodiment, please refer to FIG. 5, which includes method A of the use of the location system of a weak network area, and after the area quality judgment step S3, it further includes:
判斷是否為弱區工單步驟S5,接收該弱區資訊及複數客戶工單,並比對該些客戶工單的位置是否坐落於信號弱區內,若是,則執行區域改善步驟S7,若否,則執行分散式處理步驟S6;Determine whether it is a weak zone work order step S5, receive the weak zone information and multiple customer work orders, and compare whether the positions of the customer work orders are located in the weak signal zone, if yes, perform area improvement step S7, if not , Then execute distributed processing step S6;
分散式處理步驟S6,針對各該客戶工單之用戶分別進行問題釐清,以透過調整天線、調整參數、安裝信號改善器、解決客戶手機問題等方式進行解決。In the distributed processing step S6, the problem is clarified separately for the users of the customer work order, and the problem is solved by adjusting the antenna, adjusting the parameters, installing the signal improver, and solving the customer's mobile phone problem.
執行區域改善步驟S7,針對該信號弱區之站台進行改善、維修,結束後則進入一複查步驟S8。Perform area improvement step S7 to improve and repair the station in the weak signal area, and then proceed to a review step S8 after completion.
複查步驟S8,再針對各別客戶工單之用戶進行呼叫(call)之頻道質量指示、訊號強度以及下載頻寬之數值之偵測,若頻道質量指示之偵測值大於預設之頻道質量指示預設值、訊號強度之偵測值大於預設之訊號強度平均值且下載頻寬之偵測值大於預設之下載頻寬最大值時則結束維修,反之,則再執行判斷是否為弱區工單步驟S5。Recheck step S8, and then perform call channel quality indicator, signal strength and download bandwidth detection for users of each customer work order. If the detected value of the channel quality indicator is greater than the preset channel quality indicator When the default value and the detection value of the signal strength are greater than the default signal strength average and the detection value of the download bandwidth is greater than the preset maximum value of the download bandwidth, the maintenance will be terminated, otherwise, it will be executed again to determine whether it is a weak zone Work order step S5.
一種工單處理系統之使用方法,於第二實施例中,相較於第一實施例,於判斷是否為弱區工單步驟E前另包括一客訴判斷步驟S4,請參照圖6所示,其中:A method for using a work order processing system. In the second embodiment, compared with the first embodiment, it further includes a customer complaint determination step S4 before determining whether it is a weak area work order step E, as shown in FIG. 6 ,among them:
客訴判斷步驟S4,定義複數預定區域,各該預定區域具有相同之範圍,另接收各該客戶工單(Customer Trouble Ticket),各該客戶工單係綁定各該預定區域,以統計出於一時間區間內各該預定區域之客戶工單之數量,當於一時間區間內該預定區域之客戶工單之數量大於該客訴閥值時,判定該預定區域為信號弱區,反之,則非信號弱區。Customer complaint judgment step S4, define a plurality of predetermined areas, each of the predetermined areas has the same range, and receive each customer trouble ticket (Customer Trouble Ticket), and each customer trouble ticket is bound to each of the predetermined areas to count The number of customer work orders in each predetermined area in a time interval. When the number of customer work orders in the predetermined area in a time interval is greater than the customer complaint threshold, the predetermined area is determined to be a weak signal area, otherwise, then Not a weak signal area.
10:客戶體驗弱區定位裝置 11:呼叫品質判斷單元 12:居家訊號品質判斷單元 13:區域品質判斷單元 21:判斷單元 22:改善單元 23:複查單元 30:客訴判斷裝置 31:區域定義單元 32:客戶工單累計單元 33:預設比較單元 A:客戶體驗弱區定位裝置之使用方法 S1:呼叫品質判斷步驟 S2:居家訊號品質判斷步驟 S3:區域品質判斷步驟 S4:客訴判斷步驟 S5:判斷是否為弱區工單步驟 S6:分散式處理步驟 S7:區域改善步驟 S8:複查步驟 10: Customer experience weak area positioning device 11: Call quality judgment unit 12: Home signal quality judgment unit 13: Regional quality judgment unit 21: Judgment unit 22: improvement unit 23: Review unit 30: Customer complaint judgment device 31: area definition unit 32: Customer work order accumulation unit 33: Preset comparison unit A: How to use the location device for customer experience weakness S1: Call quality judgment steps S2: Steps to judge home signal quality S3: Regional quality judgment steps S4: Customer complaint judgment steps S5: Determine whether it is a weak zone work order step S6: Decentralized processing steps S7: Regional improvement steps S8: review steps
圖1 為本發明客戶體驗弱區定位裝置之示意圖。 圖2 為本發明工單處理系統第一實施例之示意圖。 圖3 為本發明工單處理系統第二實施例之示意圖。 圖4 為本發明客戶體驗弱區定位裝置之使用方法的示意圖。 圖5 為本發明工單處理系統之使用方法第一實施例之示意圖。 圖6 為本發明工單處理系統之使用方法第二實施例之示意圖。Figure 1 is a schematic diagram of a device for locating weak areas in customer experience of the present invention. Figure 2 is a schematic diagram of the first embodiment of the work order processing system of the present invention. Fig. 3 is a schematic diagram of the second embodiment of the work order processing system of the present invention. Fig. 4 is a schematic diagram of the method of using the customer experience weak area positioning device of the present invention. Figure 5 is a schematic diagram of the first embodiment of the method for using the work order processing system of the present invention. Fig. 6 is a schematic diagram of the second embodiment of the method of using the work order processing system of the present invention.
10:客戶體驗弱區定位裝置 10: Customer experience weak area positioning device
11:呼叫品質判斷單元 11: Call quality judgment unit
12:居家訊號品質判斷單元 12: Home signal quality judgment unit
13:區域品質判斷單元 13: Regional quality judgment unit
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