WO2015081685A1

WO2015081685A1 - Processing method and apparatus for quality of service

Info

Publication number: WO2015081685A1
Application number: PCT/CN2014/080259
Authority: WO
Inventors: 程冲
Original assignee: 中兴通讯股份有限公司
Priority date: 2013-12-02
Filing date: 2014-06-18
Publication date: 2015-06-11
Also published as: CN104683998A

Abstract

The present invention provides a processing method and an apparatus for quality of service, wherein the method comprises: obtaining a user with Quality of Experience (QOE) not reach a preset standard in a specified network; evaluating the quality of service of a service corresponding to the user and/or network device quality, and obtaining evaluation information; and outputting the evaluation information. Use of a technical scheme provided by the present invention solves problems such as no solution for effectively improving user QOE and the like, and thus can learn a service that affects the user QOE and improve user experience.

Description

TECHNICAL FIELD The present invention relates to the field of Internet communications, and in particular to a method and apparatus for processing quality of service. BACKGROUND OF THE INVENTION Currently, mobile Internet services are developing rapidly, and users pay attention to the online experience of mobile Internet users. The user experience will become a key to a business, a product, and even a network to obtain core competitiveness. How to ensure to provide customers with high quality network service quality, improve customer recognition of the brand, and maintain customer loyalty. When developing new customers, there is more intuitive and effective persuasiveness. For old customers, how to provide network service quality reports on a regular basis, so that customers can clearly know the quality of network services, and ensure that they will not be backed up due to subjective factors. These are all issues that must be resolved as soon as possible in front of mobile operators. The Quality of Experience (QOE) is the end-to-end concept of the user. It refers to the user's subjective experience of the service and the overall performance of the system as perceived from the user's perspective. Very Annoyed Person (VAP) users are potential off-net users, which directly affect the promotion of various package services of telecom operators, and also reflect the related network quality and service quality. How to dynamically recognize and identify, and when the perception declines, improve the quality of the user's experience by improving the quality of service that affects the user's perceived dimensions, and reduce the complaint rate. Retaining users is an urgent problem for operators and service providers. . In view of the above problems in the related art, an effective solution has not yet been proposed. SUMMARY OF THE INVENTION In the related art, the present invention provides a method and a device for processing a service quality to solve at least the above problems. According to an embodiment of the present invention, a method for processing a service quality is provided, including: acquiring a user in a specified network that does not reach a preset standard in a Q0E; and performing quality of service and/or network device quality of a service corresponding to the user Evaluate and obtain evaluation information; output the evaluation information. Obtaining a user whose QOE in the specified network does not reach the preset standard, including: acquiring a QOE of the user in the specified network; acquiring a user group in the specified network that the QOE is lower than a preset threshold; determining from the user group The user who does not reach the preset standard. Assessing the quality of service and/or network device quality of the service corresponding to the user includes: performing, in the service corresponding to the user, each dimension of service quality and/or network device quality lower than a specified standard Evaluation. The dimension of the service quality includes at least one of the following: a terminal through which the service flows, an operating system of the terminal, an access point name (APN), and a service provider (Service Provider, referred to as a service provider) The dimension of the quality of the network device includes at least one of the following: a general packet radio service support node (SG), a serving general packet radio service support node (SGSN), A Gateway General Packet Radio Service Supporting Node (GGSN), a Radio Network Controller (RNC), and a Base Station Controller (BSC). Obtaining a user that does not reach the preset standard in the QOE of the specified network, including: creating a QOE model of each dimension of the service quality and/or network device quality in the specified network, where the QOE model passes the key of the service A quality indicator (Key Quality Indicators, abbreviated as KQI) is aggregated; and the user who does not reach the preset standard is obtained according to the QOE model. Creating a QOE model of each dimension of the service quality and/or network device quality in the specified network, including: obtaining Key Performance Indicators (KPIs) of the respective dimensions; determining key quality indicators according to the KPIs KQI; Converging the KQI to obtain the QOE model. Evaluating the service quality and/or network device quality of the service corresponding to the user, and obtaining the evaluation information includes: determining, according to the KPIs of the respective dimensions, weights of the respective dimensions when determining the KQI; outputting the evaluation After the information, the method further includes: adjusting the QOE model according to the weight. According to another embodiment of the present invention, a service quality processing apparatus is provided, including: an obtaining module, configured to acquire a user whose specified quality of the network in the network QOE does not reach a preset standard; and an evaluation module, configured to The service quality of the service corresponding to the user and/or the quality of the network device are evaluated to obtain evaluation information; and the output module is configured to output the evaluation information. The acquiring module includes: a first acquiring unit, configured to acquire a Q0E of the user in the specified network; and a second acquiring unit, configured to be a user group in the specified network that the Q0E is lower than a preset threshold; And setting to determine, from the user group, the user that does not reach the preset criterion. The obtaining module includes: a creating unit, configured to create a QOE model of each dimension of the service quality and/or network device quality in the specified network, where the QOE model is aggregated by a key quality indicator KQI of the service And a third obtaining unit, configured to acquire the user that does not reach the preset standard according to the QOE model. Through the embodiment of the present invention, the technical means for evaluating the service quality of the user whose QOE does not reach the preset standard is adopted, and the related technologies have not solved the problem of effectively improving the user's experience quality, so that the influence can be known. User QOE's business, which in turn enhances the user experience. BRIEF DESCRIPTION OF THE DRAWINGS The accompanying drawings, which are set to illustrate,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, 1 is a flowchart of a method for processing a service quality according to an embodiment of the present invention; FIG. 2 is a block diagram showing a structure of a service quality processing apparatus according to an embodiment of the present invention; FIG. 4 is a block diagram showing the structure of a processing apparatus for quality of service according to a preferred embodiment of the present invention; and FIG. 5 is a flowchart of a method for processing quality of service according to a preferred embodiment of the present invention. BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. 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. The following embodiments can be applied to a computer, such as to a PC. It can also be applied to a mobile terminal in which a smart operating system is currently used, and can also be applied to a thin terminal in which a virtual machine of a cloud computing is located, and is not limited thereto. There are no special requirements for the operating system of a computer or mobile terminal. For example, the following embodiments can be applied to the Windows operating system. FIG. 1 is a flowchart of a method for processing quality of service according to an embodiment of the present invention. As shown in FIG. 1 , the method includes: Step S102: Acquire a user that does not reach a preset standard in a QOE in a specified network; In this embodiment, the processing step may be implemented by: acquiring a QOE of a user in the specified network; acquiring a user group whose QOE is lower than a preset threshold in the specified network; determining, by the user group, that the foregoing does not reach the preset Set standard users. The QOE may be obtained by: creating a QOE model of each dimension of the foregoing service quality and/or network device quality in the specified network, where the QOE model is aggregated by KQI of the foregoing service; and obtaining the foregoing according to the QOE model Users who meet the preset criteria. The QOE model for creating each of the above dimensions may include the following processes: obtaining the KPIs of the above various dimensions; determining the KQI according to the KPI; and concentrating the KQI to obtain the QOE model. Based on this, in order to accurately understand the key indicators affecting the quality of the user experience, the QOE model can also be adjusted, and the weights of the above dimensions in determining the KQI are determined according to the KPIs of the respective dimensions; and the QOE model is adjusted according to the above weights. Step S104: Evaluating the service quality and/or network device quality of the service corresponding to the user, and obtaining the evaluation information; the evaluation process in the step may be expressed as the following implementation form: in the service corresponding to the user, the pair is lower than Evaluate each dimension of the standard's quality of service and/or network device quality. The dimension of the foregoing service quality includes at least one of the following: a terminal that passes the service corresponding to the service quality lower than the specified standard, an operating system of the terminal, an APN, and an SP. The dimension of the foregoing network device quality includes at least one of the following: a cell, an SGSN, a GGSN, an RNC, and a BSC. Step S106, outputting the above evaluation information. In the embodiment, a service quality processing device is also provided, which is used to implement the above-mentioned embodiments and preferred embodiments. The descriptions of the modules involved in the device will be described below. As used hereinafter, the term "module" may implement a combination of software and/or hardware of a predetermined function. Although the apparatus described in the following embodiments is preferably implemented in software, hardware, or a combination of software and hardware, is also possible and conceivable. 2 is a structural block diagram of a processing apparatus for quality of service according to an embodiment of the present invention. As shown in FIG. 2, the device includes: an obtaining module 20, configured to acquire a user whose QOE in the specified network does not reach a preset standard; and an evaluation module 22, connected to the obtaining module 20, configured to perform a service corresponding to the service corresponding to the user. The quality and/or the quality of the network device are evaluated to obtain evaluation information. The evaluation module 22 may be further configured to evaluate each dimension of the service corresponding to the service quality lower than the specified standard in the service corresponding to the user. The output module 24 is connected to the evaluation module 22 and configured to output the above evaluation information. As shown in FIG. 3, the obtaining module 20 includes the following processing unit: a first obtaining unit 200 configured to acquire a QOE of a user in the specified network, and a second obtaining unit 202 connected to the first obtaining unit 200, configured to acquire the foregoing Specifying a user group whose QOE is lower than a preset threshold in the network; the determining unit 204 is connected to the second obtaining unit 202, and is configured to determine, from the user group, the user that does not reach the preset criterion. In this embodiment, the evaluation module 22 is configured to perform evaluation when the foregoing dimension includes at least one of the following: a terminal that is lower than a service quality corresponding to the specified standard, an operating system of the terminal, and an access point name APN. , Service Provider SP. As shown in FIG. 3, the obtaining module 20 includes the following processing unit: a creating unit 206, configured to create a QOE model of each dimension of the foregoing service quality and/or network device quality within a specified network, wherein the QOE model is aggregated by the KQI described above. The third obtaining unit 208 is connected to the creating unit 206 and configured to acquire the user who does not reach the preset standard according to the QOE model. In order to better understand the above embodiments, the following detailed description will be given in conjunction with the preferred embodiments. In this embodiment, by presetting the experience quality model of each dimension of the entire network and performing related evaluation, the user group with poor QOE is identified and outputted layer by layer, and output as a potential VAP user; and the related network QOE and service are improved. QOE aims to increase the QOE of potential VAP users and achieve the goal of reducing user complaint rates. To achieve the above objective, the technical means adopted in this embodiment are as follows: Through the whole network QOE->region QOE/user group QOE->user QOE way to mine, identify the user with poor QOE; through the poor QOE user Filtering of various conditions selects potential VAP users (that is, users whose QOE in the specified network in the above embodiment does not reach the preset standard), and can be used as an input data source for the analysis system such as complaint handling; by analyzing the identified VAP users. Evaluate the corresponding service quality (including not limited to: HTTP/QQ/WE old 0/video, etc.), and evaluate and improve related based on the dimensions of the terminal/terminal operating system/APN/SP through which the poor service quality flows. QOE; evaluates the identified network device quality by analyzing the identified VAP users (including not limited to: RNC/BSC/SGSN/GGSN, etc.), and evaluates and upgrades according to the TOPN index ranking of each network element node that flows through Relevant QOE; dynamically adjust model algorithms and filter filter conditions, etc. according to the evaluation process. The TOPN indicator ranking indicates: According to the index value, the ranking is performed according to the order of the difference to the good, for example, according to the worst ranking of the attachment success rate of the SGSN, or according to the worst ranking of the activation success rate of the GGSN. As shown in FIG. 4, the service quality processing apparatus provided in this embodiment includes: a data access module 40, a data preprocessing module 42, a data storage module 44, an identification analysis module 46, and an analysis output module 48. The functions performed by the data access module 40, the data pre-processing module 42, and the data storage module 44 can be implemented by acquiring modules in the embodiment shown in FIG. 2 or FIG. 3, that is, the data access module 40 and the data pre-processing module. 42 and the functions performed by the data storage module 44 include, but are not limited to, the functions implemented by the acquisition module 20 in the embodiment shown in FIG. 2; the identification analysis module 46 is equivalent to the evaluation module 22, that is, the functions performed by the evaluation module 22 can be implemented by the evaluation module 22. The analysis output module 48 is equivalent to the output module 24, that is, its completed function can be implemented by the output module 24. The data access module 40 is used as an input module of the method or device to obtain various Call Detailed Record (CDR) data, including data on the terminal side, the wireless side, the core network side, and the SP side. . Data preprocessing module 42, which acts as data extraction, transformation and loading

The Extraction-Transformation-Loading (ETL) module performs operations such as correlation, screening, and aggregation on various CDR data. The data storage module 44, the module stores the pre-processed data according to various area/user group/user/service/network element device dimensions and further performs a convergence operation according to time granularity. The identification and analysis module 46 periodically performs a top-down layer-by-layer drill analysis from the entire network to the area (user group) to the user according to a certain trigger mechanism, and can also perform horizontal contrast correlation analysis according to the service and each dimension. The analysis output module 48 periodically outputs various potential VAP user lists and basic behavior information of these VAP users for further analysis by modules such as subsequent complaint processing, and can also output quality assessment reports by these VAP user services and network nodes. The processing procedure of this embodiment is described below. As shown in FIG. 5, the processing method of the service quality provided in this embodiment includes the following processing steps:

S502: Obtain various CDRs (including but not limited to: lu/Gn/Gi interface, CDT, etc.) on the wireless side/core network side and the Internet side, and perform preprocessing;

S504: The system pre-defines the Q0E model of each dimension (including but not limited to: aggregation of KPIs of services such as voice/HTTP/QQ/WE old 0), and the Q0E model is a key quality indicator of each service that affects the user experience (Key Quality Indicators are aggregated, and each business KQI is aggregated by Key Performance Indications (KPIs) (such as WEB services can be accessed by web pages, download rate, and first-time access delay). Gather together); S506: According to the administrative area of the whole network (other dimensions, such as: by network area, by network element area, by user, etc.), the user ranking of the worst QOE is drilled layer by layer; the step S506 is optional, and And the step S508 exists at the same time, or there may be only one step;

S508: Filter and screen the foregoing users according to each dimension threshold (including but not limited to: time series analysis/KPI filtering/detail analysis, etc.) to obtain a potential VAP group; wherein, the screening condition may include at least one of the following: 1) time trend Analysis; 2) frequency of key indicators; 3) analysis of abnormal behavior; 4) detailed analysis of users. The order of step S506 and step S508 is interchangeable;

S510: According to the TON ranking of the QOE and the related indicators, the VAP group or the VAC group is one of the key factors considered in the complaint handling; S512: Calculate the user's attribute dimensions (including but not for the potential VAP user obtained by S508) Limited to: APN / terminal / SP / browser / each network element / cell, etc.) KQI indicators in the entire network in the ranking of each dimension, analyze the poor dimensions (such as APN or terminal, etc.) or indicators (such as attachment or activation Success rate, etc.);

S514: Perform anomaly analysis and trend analysis on the KQI indicators and KPI indicators of the user's various services (including but not limited to: voice/HTTP/QQ/WE old 0/streaming, etc.) for the potential VAP users obtained by the S508. The poor service KPI indicator (such as: the first GET response success rate/first TCP establishment success rate, etc.); the order of the step S514 and the step S512 is not limited thereto, for example, the step S514 may be performed first, and then the step S512 is performed. It should be noted that steps S502-S514 can be regarded as a specific implementation manner of step S102 in FIG. That is, the above steps S502-S514 are used to determine the users who have not reached the preset criteria. S516: Analyze the key impact KQI indicator by S512 or S514, analyze the proportion of the failure reason and the specific failure reason code, etc. Optionally, S518: may further analyze the relevant service bill or signaling to determine the cause of the failure; It should be noted that steps S516-S518 are equivalent to the specific implementation of step S104 in FIG. That is, the role of S516-S518 is to evaluate the corresponding service quality. S520: output related network quality or service quality problem analysis and improvement report; it should be noted that the step S520 is equivalent to the specific implementation manner of step S106 in FIG. 1;

S522: Adjusting the feedback correlation for the evaluation effect of the VAP, the QOE model construction of S504 in the above analysis process, the layer-by-layer drill analysis of S506, and the screening filtering of S508 are used for feedback adjustment. In summary, the embodiments of the present invention achieve the following beneficial effects: By actively identifying and analyzing potential VAP users on the entire network, and performing intelligent analysis by affecting the service quality of each dimension perceived by the user, the service quality of each problem link is improved. In the end, the goal is to improve the quality of the user experience and reduce the complaint rate. In another embodiment, software is also provided for performing the technical solutions described in the above embodiments and preferred embodiments. In another embodiment, a storage medium is provided, the software being stored, including but not limited to: an optical disk, a floppy disk, a hard disk, a rewritable memory, and the like. 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 are only the preferred embodiments of the present invention, and are not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention. INDUSTRIAL APPLICABILITY The above technical solution provided by the present invention can be applied to a process of processing a service quality, and adopts a technical means for evaluating a service quality of a user whose QOE has not reached a preset standard, and solves the related art, and has not effectively Issues such as solutions that improve the quality of the user's experience, so that the business that affects the user's QOE can be known, thereby improving the user experience.

Claims

Claim

1. A method of processing quality of service, including:

Obtaining the quality of the experience in the specified network. The QOE does not reach the preset standard; evaluates the service quality and/or network device quality of the service corresponding to the user, and obtains the evaluation information;

The evaluation information is output.

2. The method according to claim 1, wherein the obtaining a user whose QOE in the specified network does not reach a preset standard comprises:

Obtaining a QOE of the user in the specified network;

Obtaining a user group in the specified network that the QOE is lower than a preset threshold; determining, from the user group, the user that does not reach the preset criterion.

3. The method according to claim 1, wherein evaluating the quality of service and/or network device quality of the service corresponding to the user comprises: in a service corresponding to the user, lower than a specified standard Evaluate the dimensions of the quality of the service and/or the quality of the network equipment.

The method according to claim 3, wherein the dimension of the quality of service comprises at least one of: a terminal through which the service flows, an operating system of the terminal, an access point name APN, a service provider SP;

The dimension of the network device quality includes at least one of the following: a cell, a service GPRS support node, an SGSN, a gateway general packet radio service support node, a GGSN, a radio network controller RNC, and a base station controller BSC.

The method according to claim 1, wherein the obtaining a user that the QOE in the specified network does not reach the preset criterion comprises: creating a QOE model of each dimension of the service quality and/or network device quality in the specified network. The QOE model is aggregated by the key quality indicator KQI of the service; and the user that does not reach the preset standard is obtained according to the QOE model.

The method according to claim 5, wherein the QOE model of each dimension of the service quality and/or the network device quality in the specified network is created, including: acquiring a KPI of the respective dimensions;

Determining a key quality indicator KQI based on the KPI;

The KQI is aggregated to obtain the QOE model.

The method according to claim 6, wherein the quality of service and/or network device quality of the service corresponding to the user is evaluated, and obtaining the evaluation information comprises: determining the respective dimensions according to KPIs of the respective dimensions The weight at which the KQI is determined;

After outputting the evaluation information, the method further includes: adjusting the QOE model according to the weight.

8. The processing device of the service quality, comprising: an obtaining module, configured to acquire a user whose quality of experience QOE in the specified network does not reach a preset standard; and an evaluation module configured to provide quality of service to a service corresponding to the user and/or Or assess the quality of the network equipment and obtain evaluation information;

An output module, configured to output the evaluation information.

The device according to claim 8, wherein the acquiring module comprises: a first acquiring unit, configured to acquire a QOE of a user in the specified network; and a second acquiring unit, configured to be in the specified network a group of users whose QOE is below a preset threshold;

a determining unit, configured to determine, from the user group, the user who does not reach the preset criterion.

The device according to claim 8, wherein the obtaining module comprises: a creating unit, configured to create a QOE model of each dimension of the service quality and/or network device quality in the specified network, where The QOE model is aggregated by the key quality indicator KQI of the service; and the third obtaining unit is configured to acquire the user that does not reach the preset standard according to the QOE model.