WO2012045241A1

WO2012045241A1 - Method and system for implementing user early-warning

Info

Publication number: WO2012045241A1
Application number: PCT/CN2011/073898
Authority: WO
Inventors: 罗旭耀; 李良斌; 程国棉
Original assignee: 中兴通讯股份有限公司
Priority date: 2010-10-08
Filing date: 2011-05-10
Publication date: 2012-04-12
Also published as: CN101964993A; CN101964993B

Abstract

A method for implementing a user early-warning is provided in the present invention. The method comprises: setting an early-warning threshold of the user calling information, comparing a key performance indicator (KPI) of the user calling information with the early-warning threshold, and determining the user as an early-warning user when the KPI is less than the early-warning threshold. With the present invention, the service experience and the performance indicator of the user can be found before the user complains; therefore the probability of the user complaint is decreased. Furthermore, when the user complaint is processed, the situation of the environment where the failure occurs can be found, therefore, the efficiency for solving the user failure is improved and the user satisfaction is improved.

Description

Method and system for realizing user early warning

The present invention relates to network management in the field of wireless communications, and more particularly to a method and system for implementing user early warning. Background technique

Wireless data service is the development direction of mobile communication in recent years. CDMA (Code Division Multiple Access) Data Enhanced Edition (EVDO, Evolution Data Only), Wideband Code Division Multiple Access (WCDMA), time division 3G technology applications such as TDCDMA (Time Division Synchronous Code Division Multiple Access) have begun to serve the daily life of the people. With the rapid expansion of wireless data networks, the rapid growth of data service users, the poor user experience, low rate, and reduced call success rate will increase, and the possibility of user complaints will increase.

The existing methods for handling user complaints are mainly: Only after the user complaints occur, the relevant technical personnel can analyze the cause of the failure. From the perspective of the existing implementation, there is a certain time interval between the analysis of the positioning time and the real time of the failure due to the cause of the failure, and it is difficult for the technician to find the real situation of the wireless data when the failure occurs. It is true that the wireless environment at the time of the failure is restored, which results in a low efficiency in handling complaints. In addition, when dealing with user complaints, only the complaints of individual users can be known, while other problems with the same or similar problems exist in the wireless environment. The user's situation is rarely paid attention to, and it is difficult to find users with poor business feelings or poor performance indicators before the user complains. At the same time, it is difficult to find out whether there are commonalities between complaints of multiple users, so that the types of complaints cannot be the same or similar. User's unified solution The decision has increased the user's complaint rate. Summary of the invention

The object of the present invention is to provide a method and system for realizing user early warning, which can restore the wireless environment when a fault occurs, and can monitor the call information index of the user in real time, and find out the business experience difference or performance in advance through performance analysis. Users with poor indicators are early warning users.

The invention discloses a method for realizing user early warning, which comprises: setting an early warning threshold value of user call information; comparing key performance index values of the user call information with the early warning threshold value, and the key performance indicator value is smaller than the early warning When the threshold is reached, the user is determined to be an alert user.

The method for realizing user early warning further includes the following technical features: Before the method, the method further includes: the base station system collecting the user call information; collecting the user call information, saving the call at the end of the call The call information collected is saved.

And calculating a key performance indicator value of the collected call information before comparing the key performance indicator value KPI of the user call information with the early warning threshold.

The initial value of the early warning threshold is set before the alarm threshold of the user call information is set, where the initial value of the early warning threshold is a value set by the operator in advance for the user call information performance indicator, or the base station is pre-paired The value set by the user call information performance indicator.

The method further includes updating an initial value of the early warning threshold, where the updating process includes calculating an average key performance indicator value of the call information of the user within a set time period, where the average key performance indicator value is not less than an early warning When the threshold is initial, the average key performance indicator is the initial value of the early warning threshold. If the initial value of the updated early warning threshold is less than the initial value of the early warning threshold provided by the operator, it is determined that the initial value of the early warning threshold provided by the operator is an early warning threshold; otherwise, the initial value of the updated early warning threshold is Early warning threshold.

The invention also discloses a system for realizing user early warning, comprising: a call information collection module for collecting call information in a wireless data service; and calculating the call information collected according to the information collection module Key performance indicator value of call information, user performance analysis module; And determining an early warning threshold warning threshold update module; configured to search for an early warning user and an early warning user discovery module according to the key performance indicator values of the early warning threshold and the user call information.

The call information collection module is disposed in the base station system and is also used to save the call information at the end of the call.

Further, the system includes an early warning user search module for quickly finding an alert user, the alert user search module being disposed at the client.

As can be seen from the technical solution provided by the present invention, the present invention includes an early warning threshold for setting user call information; comparing a key performance indicator value of the user call information with the early warning threshold, and the key performance indicator value is less than the When alerting the threshold, determine that the user is an alert user. Through the invention, the user's business experience and performance indicators are found before the user complains, thereby reducing the user's complaint rate; in addition, when handling the user complaint, the environment condition at the time of the failure is found, thereby improving the resolution of the user. The efficiency of the failure improves user satisfaction. DRAWINGS

1 is a flow chart of a method for implementing a user alert according to an embodiment of the present invention;

2 is a flow chart of a method for realizing user early warning according to a preferred embodiment of the present invention; and FIG. 3 is a block diagram of a system for implementing user early warning according to an embodiment of the present invention. detailed description

The invention will be described in detail below with reference to the drawings in conjunction with the embodiments. It should be noted that the embodiments in the present application and the features in the embodiments may be combined with each other without conflict.

FIG. 1 is a flowchart of a method for implementing a user alert according to an embodiment of the present invention. As shown in Figure 1, the method of the present invention comprises the following steps:

Step 100: Collect user call information, where the call information is generated in a wireless data service. In this step, the process of collecting user call information may be performed in the base station system, and the base station system collects the user call information and stores it when the user call ends. Among them, the call letter collected The information may include one or more pieces of information in the wireless data service, and the call information may include a user application rate of the wireless data service, and/or a forward rate, and/or a call success rate, and/or an air call drop rate. Wait.

Step 102: Calculate key performance indicators (KPIs) of the call information.

In this step, according to the user call information collected by the user, the key performance indicator of the call information is calculated according to a preset policy, that is, the user experience of the user is evaluated. Preferably, if a user has a high rate of application for a certain call, and the call success rate is high and the air interface drop rate is low, the user is considered to have a good service experience. Conversely, if a user's call application rate is low, the call success rate is low. The air interface dropped rate is high, and the user is considered to have a poor business experience.

Specifically, the base station system collects the number of times the call information is successful in a certain period of time, and the length of the time period may be preset, the call information is at least one item, and the call information in the time period is also collected. The number of times, according to the number of successes divided by the total number of times, can obtain the specific value of the key performance indicators of the call information in this time period, and the calculated key performance indicators will be used to compare with the early warning threshold to find the early warning user.

Step 104: Determine an early warning threshold of the call information.

The early warning threshold refers to the eligibility criteria for the information of wireless data in transmission. If the call information or multiple call information of the user that is collected does not reach the early warning threshold, it is considered that the wireless data transmission of the user does not meet the eligibility criteria, that is, the user will be included in the early warning user group, and the follow-up will be given attention.

The determination of the early warning threshold further includes: setting an initial value of the early warning threshold, and the initial value of the early warning threshold further includes an update process. If the initial value of the warning threshold is not updated, the initial value is the pre-alarm threshold. Otherwise, the warning threshold after the update process is the warning threshold.

The initial value of the early warning threshold may be set according to the following rules: a value set by the operator using the present invention to pre-determine the performance information of each call information of the user, or a device that provides the base station system to the user in advance The value set by the call information performance indicator. Specifically, The initial value of the warning threshold will be adjusted according to the performance changes of the whole network, that is, the update process. The updating process includes: calculating an average performance indicator value of the user call information, and if the average performance indicator value is less than an initial value of the early warning threshold, updating is not performed; otherwise, updating the initial value of the early warning threshold, that is, the average The performance indicator value is the initial value of the warning threshold.

For example, taking the forward rate in the user call information as an example, the forward rate required by the operator is used as the initial value of the early warning threshold, and the average forward rate of the entire network is dynamically calculated at a certain time interval. The maximum of the rate and the dynamically calculated average rate is required as the new forward rate warning gate.

Step 106: When the key performance indicator of the call information is smaller than the early warning threshold, determine that the user is a pre-alarm user.

In this step, the process of determining the alerting user includes: comparing the key performance indicator of a certain call information calculated in step 102, and the early warning threshold of the call information determined in step 104, if the key performance indicator of the call information If the threshold is less than the warning threshold, the user's call information does not meet the eligibility criteria, that is, the user is listed as an alert user.

Preferably, the user who determines the threshold lower than the early warning threshold has two principles: one is that all key performance indicators of the user call information are lower than the early warning threshold, and the user is an early warning user; and the other is a key of the user's call information. The performance indicator is lower than the warning threshold, and the user is an early warning user.

In a preferred implementation process, subsequent processing may be performed after determining the early warning user process, including: searching for the early warning user according to different requirements and outputting the user call information collected in the database, thereby restoring the user's current call. Information environment, the search process can be carried out on the system side or on the client side. It can be seen that this can quickly find the early warning user and solve the problem of the early warning user, which reduces the user complaint rate.

2 is a flow chart of a method of implementing a user alert in accordance with a preferred embodiment of the present invention. As shown in Figure 2, the method can include the following processing:

Step 200: Collecting data service user call information in the wireless network in real time through the base station system, The call information is stored in the database at the end of the call.

Step 202: Initially analyze the collected call information, and obtain a key performance indicator of at least one call information of the user.

Step 204: Determine an early warning threshold, and determine whether the early warning threshold meets the update condition. If yes, go to step 206, otherwise go to 208 to determine the alerting user.

Specifically, if the average performance indicator value is less than the initial value of the early warning threshold, no update is performed; otherwise, the initial value of the early warning threshold is updated, that is, the average performance indicator value is the initial value of the early warning threshold.

Step 206: If the warning threshold update condition is met, the alarm performance is updated according to the key performance indicator of the call information of the entire network user, and the alarm threshold is updated.

Step 208: If the early warning threshold update condition is not met, then go to step 210 to determine the early warning threshold.

Step 210: Compare the key performance indicators and early warning thresholds of the user call information collected by the user, and find a user whose partial or all performance indicators in the call information are lower than the warning threshold, and determine the early warning user.

Step 212: Search and output the alert user group information for subsequent troubleshooting or optimization processing. 3 is a structural block diagram of a system for realizing user early warning according to an embodiment of the present invention. As shown in FIG. 3, the device includes: a call information collection module 300, a user performance analysis module 302, an early warning threshold update module 304, and an early warning user discovery module 306. among them,

The user performance analysis module 302 performs key performance indicator calculation on the user call information collected by the call information collection module 300. After the early warning threshold update module 304 determines the early warning threshold, the early warning user discovery module 306 and the user performance analysis module 302 obtain The key performance indicators are compared to identify early warning users.

The call information collection module 300 is configured to track information of the wireless network data service user in real time, collect user call information in the wireless data service, and collect and save the collected user call information at the end of the call. Preferably, the call information collection module 300 is embedded in the base station system.

The user performance analysis module 302 is configured to calculate key performance indicators of the collected call information and save the data into the database.

Specifically, the user performance analysis module 302 first obtains the number of successes of the call information, and then acquires the total number of times of the call information, and compares the number of successes of the call information with the total number of times to calculate the call information. Key performance indicators.

Preferably, the user performance analysis module 302 can reside on a server.

The early warning threshold update module 304 is configured to determine an early warning threshold, and the early warning threshold may be adjusted according to changes in network conditions.

Specifically, the early warning threshold update module 304 sets an initial value of the early warning threshold before determining the early warning threshold. The initial value of the early warning threshold is a value set by the operator in advance for the performance index of the user call information, or the system sets the performance index of the user call information in advance. The value.

The update process of the early warning threshold update module 304 is: first, calculating an average performance index value of the user call information in the set time period, and if the average performance index value is less than the initial value of the early warning threshold, updating is not performed; otherwise, the warning threshold is The initial value is updated.

The early warning threshold update module 304 determines an early warning threshold process: if the initial value of the early warning threshold after the update is smaller than the initial value of the early warning threshold provided by the operator, determining that the initial value of the early warning threshold provided by the operator is an early warning threshold; otherwise, the warning after the update The initial threshold is the warning threshold.

Preferably, the alert threshold update module 304 can reside on the server.

The early warning user discovery module 306 is configured to determine an early warning user according to the critical performance indicator obtained from the user performance analysis module 302 and the early warning threshold of the early warning threshold update module 304. The method includes: comparing performance indicators and early warning thresholds of the call information, and determining that the user is an early warning user if the performance indicator of the user is less than the pre-alarm threshold.

Preferably, the successor will reduce the complaint rate according to the early warning user discovery module to process and resolve the problems of the early warning users before the complaint occurs. The system of the present invention further includes an early warning user search module for quickly finding an alerting user

(not shown in FIG. 3), the early warning user search module is set at the client.

Obviously, those skilled in the art should understand that the above modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device and, in some cases, may be different from the order herein. The steps shown or described are performed, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps are fabricated as a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software.

The above description is only for the preferred embodiment of the present invention, and is not intended to limit the scope of the present invention. Any modifications, equivalent substitutions and improvements made within the spirit and principles of the present invention should be included. Within the scope of protection of the present invention.

Claims

Claim

A method for realizing user early warning, which is characterized in that: an early warning threshold for setting a user call information, the method further includes:

Comparing the key performance indicator value KPI of the user call information with the warning threshold value, when the key performance indicator value is less than the warning threshold value, determining that the user is an early warning user.

2. The method of claim 1, wherein the method further comprises: the base station system collecting the user call information.

The method according to claim 2, wherein after collecting the user call information, the method further comprises: saving the collected call information saved at the end of the call.

The method according to claim 2, wherein before the comparing the key performance indicator value KPI of the user call information with the early warning threshold, the method further comprises: calculating the call information collected by the set Key performance indicator values.

5. The method of claim 1 wherein:

Before the setting the alarm threshold of the user call information, the method further includes: setting an initial value of the early warning threshold;

The initial value of the early warning threshold is a value set by the operator in advance for the user call information performance indicator, or a value set by the base station in advance for the user call information performance indicator.

6. The method according to claim 5, wherein the method further comprises: updating an initial value of the early warning threshold.

7. The method according to claim 6, wherein updating the initial value of the early warning threshold comprises:

Calculating an average key performance indicator value of the call information of the user in the set time period. When the average key performance indicator value is not less than an initial value of the early warning threshold, the average key performance indicator value is an initial value of the early warning threshold. .

8. The method according to claim 7, wherein the method further comprises: If the initial value of the updated early warning threshold is less than the initial value of the early warning threshold provided by the operator, it is determined that the initial value of the early warning threshold provided by the operator is an early warning threshold; otherwise, the initial value of the updated early warning threshold is Early warning threshold.

A system for realizing user early warning, comprising: a call information collection module, a user performance analysis module, an early warning threshold update module, and an early warning user discovery module; wherein, the call information collection module is configured to collect a user call information in the wireless data service; a user performance analysis module, configured to calculate a key performance indicator value of the call information according to the call information collected by the information collection module;

An early warning threshold update module, configured to determine an early warning threshold;

The early warning user discovery module is configured to find an early warning user according to the key performance indicator values of the warning threshold value and the user call information.

10. The system of claim 9 wherein:

The call information collection module is disposed in the base station system;

The call information collection module is further configured to save the call information when the call ends.

11. The system of claim 9 wherein:

The early warning threshold update module is specifically configured to set an initial value of the early warning threshold before determining the early warning threshold;

The initial value of the early warning threshold is: a value set by the operator in advance for the user call information performance indicator, or a value set by the system in advance for the user call information performance indicator.

The system according to claim 12, wherein the early warning threshold update module is further configured to:

The initial value of the early warning threshold is updated, and the average key performance index value of the user call information in the set time period is calculated. When the average key performance indicator value is not less than the initial value of the early warning threshold, the initial value of the early warning threshold is updated.

The system according to claim 12, wherein the early warning threshold update module is further configured to: When the initial value of the updated early warning threshold is less than the initial value of the early warning threshold provided by the operator, determine that the initial value of the early warning threshold provided by the operator is an early warning threshold; the initial value of the updated early warning threshold is not less than the operation. When the initial value of the warning threshold is provided by the quotient, the initial value of the updated warning threshold is the warning threshold.

The system according to claim 9, wherein the early warning user discovery module is specifically configured to:

The performance indicator and the warning threshold of the call information are compared. When the performance indicator of the user is less than the warning threshold, the user is determined to be an early warning user.

15. The system of claim 9, wherein the system further comprises an early warning user search module for quickly finding an alerting user, the alerting user search module being disposed at the client.