Method and system for monitoring service quality, and analytical method and system therefor

A service quality and service technology, applied in electrical components, wireless communication, etc., can solve problems such as high cost, complicated operation process, and inability to directly reflect the real perception of users, and achieve a wide range of effects

Inactive Publication Date: 2011-08-03
BEIJING ZHONGCHUANG TELECOM TEST
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  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

However, none of these KPI indicators can directly reflect the user's real perception of a certain business.
Most of the existing user perception evaluation technologies use subjective questionnaires, test terminal drive tests, etc. The results obtained by subjective questionnaires are relatively accurate, but the final results are closely related to the number and distribution of sampling samples. At the same time, the operation process is complicated, The cost is high; the method of test terminal drive test requires a lot of investment (test personnel) and material resources (test terminal) to carry out, often due to the limited test range, it is impossible to obtain real and effective evaluation results
[0005] Therefore, subjective questionnaires, test terminal drive tests, etc., which are mostly used in the prior art, cannot obtain a true and effective perceptual evaluation of the quality of services used by users.

Method used

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  • Method and system for monitoring service quality, and analytical method and system therefor
  • Method and system for monitoring service quality, and analytical method and system therefor
  • Method and system for monitoring service quality, and analytical method and system therefor

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Experimental program
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Embodiment 1

[0054] Such as figure 1 Shown is a kind of service quality monitoring method provided by the embodiment of the present invention, and this method comprises the following steps:

[0055] Step 101: collecting KPIs related to services in the network;

[0056] This step mainly obtains service-related KPIs from the network according to the calculation requirements of the network user perception index evaluation model, and these KPIs will be used as the original data input of the network user perception analysis system.

[0057] In the prior art, the network management system mainly takes "network", "network element", and "link" as analysis objects, and generates various KPIs for evaluating network quality through device logs, network management reports, and signaling data. The KPI has certain limitations and cannot directly reflect the user's real perception of a certain business. The KPIs in the collection network described in the present invention are related to services, and f...

Embodiment 2

[0075] Such as image 3 Shown is a kind of telecommunications network customer analysis method that the embodiment of the present invention provides, and this method comprises the following steps:

[0076] Step 301: collecting KPIs related to services in the network;

[0077] Step 302: Convert each collected KPI into a dimensionless KPI through dimensionless processing;

[0078] Step 303: Convert the dimensionless parameter KPI obtained after the operation into a service quality KQI through a mapping analysis model;

[0079] Step 304: Set the weight of each different attribute of the business according to the importance of different attributes of the business to the user's perception, sum the weights of the different attributes of the business corresponding to each KQI and divide it by the number of business attributes to obtain the weight parameter corresponding to the KQI ; The KQI of all services and its corresponding weight parameters are summed to obtain the customer ex...

Embodiment 3

[0092] Such as Figure 4 Shown is a service quality monitoring system provided by an embodiment of the present invention, the system includes:

[0093] A data collection unit 401, configured to collect KPIs related to services in the network;

[0094] The data collection unit is located in the data collection layer, and can be configured from the service provisioning system unit 4011, the signaling monitoring system unit 4012, the automatic dial test system unit 4013, the comprehensive complaint system unit 4014, the service activation system unit 4015, the telephone The service network management system unit 4016, the service system log unit 4017, etc. collect KPIs related to user services, and further, configuration information, user information, network static information, etc. can be obtained from other system units 4018 at the same time.

[0095] The processing unit 402, located in the basic service layer, performs data sharing management on the data acquired by the data...

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Abstract

The embodiment of the invention provides a method and system for monitoring service quality. By mapping and converting the collected service performance KPI (Key Performance Indicator) into a service quality KQI (Key Quality Indicator) and a CEI (Client Experience Indicator),services utilized by the user can be systemized and applied to achieve analysis of entire network and full service, further to rapidly and accurately reflect the actual experience perception of using the services by the user. A method and system for analyzing service quality problems, provided by the embodiment of the invention, can be used for comparing the KQI with a preset threshold value through monitoring the service quality KQI; if the decrease of the service quality KQI is found, the decreased KQI is found and mapped to the KPI , and then the problems are located by analyzing the KPI; and an optimized solution is finally given to the problem in the analysis report form by combining with a knowledge base.

Description

technical field [0001] The invention relates to the field of telecommunication network service management, in particular to a service quality monitoring method and a service quality monitoring system. The invention also relates to a service quality problem analysis method and a service quality problem analysis system. In addition, the present invention also relates to a service quality monitoring analysis management system. Background technique [0002] With the rapid development of foreign 3G networks and services, China's 3G era is coming quietly. In the 2G network stage, the main application used by users is the voice service, and for the voice service, the service process is relatively simple, and the operator can easily map to the user experience by obtaining the KPI Key Performance Indicators of the network quality. In the 3G network, the complexity of the network and services has increased significantly. First, the network bearer environment has changed. We have be...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04W24/00
Inventor 师振永陈锦荣彭胜任
Owner BEIJING ZHONGCHUANG TELECOM TEST
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