Complaint processing method, device and equipment and storage medium

Abstract

The application discloses a complaint processing method and device, equipment and storage medium, and the method comprises the steps of: when receiving complaint information of a complaint user, acquiring trajectory information of the complaint user in a preset historical time period; according to the trajectory information, determining each residence cell of the complaint user; collecting relevant network indicators of each residence cell, and determining a target degradation cell according to the relevant network indicators; pushing the target degradation cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degradation cell and obtains a repair result. In the application, the area where the user complaint is evaded is not the area where the user actually occurs network anomaly, and in the application, the relevant network indicators of the residence cell are collected instead of the lagging network performance indicators, so that the discrimination rate of the complaint cell is improved, and the service quality of the mobile network is improved.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of communication computer, and particularly relates to a complaint processing method and device, equipment and a storage medium. BACKGROUND

[0002] With the popularization and development of mobile networks, users have higher requirements for the service quality of mobile networks, and timely and accurate finding of a problem cell actually complained by a user is a key to improving the service quality of mobile networks.

[0003] In the prior art, the way to find the problem cell actually complained by the user is as follows: after a complaint processing platform is accessed to a complaint of the user (the user can initiate a complaint through a complaint receiving hotline if the user encounters any mobile network problem), first, the latitude and longitude of the user at the time of the complaint are acquired, and cell information in a certain area range (generally set as 1 km) around the latitude and longitude information is acquired, and network management performance fault type indexes of the cells are collected, and a cell with a fault or performance type anomaly is taken as the problem cell actually complained by the user.

[0004] However, because the area where the user is located at the time of the complaint is not necessarily the area where the network anomaly actually occurs, and the user perception often lags behind the network performance anomaly, this makes the identification accuracy of the current wireless complaint cell or the problem cell decrease, and it is difficult to improve the service quality of the mobile network. SUMMARY

[0005] The main purpose of the present application is to provide a complaint processing method, device, equipment and storage medium, and aims to solve the technical problem that the identification accuracy of the existing complaint cell or the problem cell is low, and it is difficult to improve the service quality of the mobile network.

[0006] To achieve the above purpose, the present application provides a complaint processing method, which comprises the following steps:

[0007] When receiving complaint information of a complaint user, acquiring trajectory information of the complaint user in a preset historical time period;

[0008] According to the trajectory information, determining each residence cell of the complaint user;

[0009] Collecting related network indexes of each residence cell, and determining a target degradation cell according to the related network indexes;

[0010] Pushing the target degradation cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degradation cell, and obtains a repair result.

[0011] Optionally, the step of collecting the related network indicators of each of the camping cells, and determining the target deteriorated cell according to the related network indicators comprises:

[0012] determining camping parameters of the complaint user in each of the camping cells;

[0013] collecting the related network indicators of each of the camping cells, and collecting network perception factors corresponding to the related network indicators;

[0014] determining the target deteriorated cell according to the camping parameters, the related network indicators and the network perception factors.

[0015] Optionally, the camping parameters comprise camping durations, and the step of determining the target deteriorated cell according to the camping parameters, the related network indicators and the network perception factors comprises:

[0016] determining network indicator normalized values of each of the camping cells in the preset historical time period according to the camping durations and the related network indicators;

[0017] calculating deteriorated indexes of each of the camping cells according to the network indicator normalized values and the network perception factors;

[0018] determining the target deteriorated cell according to the deteriorated indexes.

[0019] Optionally, the step of collecting the network perception factors corresponding to the related network indicators comprises:

[0020] determining a complaint scene type corresponding to the complaint information;

[0021] collecting the network perception factors corresponding to the related network indicators according to the complaint scene type.

[0022] Optionally, after the step of pushing the target deteriorated cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target deteriorated cell and obtains a repair result, the method comprises:

[0023] determining a target type of the target deteriorated cell according to the repair result;

[0024] adjusting the network perception factors of the target deteriorated cell according to the target type.

[0025] Optionally, the step of adjusting the network perception factors of the target deteriorated cell according to the target type comprises:

[0026] determining a cell attribute of the target deteriorated cell;

[0027] determine an adjustment step length of adjusting the network perception factor according to the cell attribute;

[0028] adjust the network perception factor of the target degraded cell according to the adjustment step length and the target type.

[0029] Optionally, the network perception factor comprises a coverage type network perception factor, a capacity type network perception factor and a quality type network perception factor, and the target type comprises a coverage type, a capacity type and a quality type.

[0030] The step of adjusting the network perception factor of the target degraded cell according to the target type comprises:

[0031] According to the coverage type, the coverage type network perception factor of the target degraded cell is adjusted to be larger, and other network perception factors are adjusted to be smaller.

[0032] According to the capacity type, the capacity type network perception factor of the target degraded cell is adjusted to be larger, and other network perception factors are adjusted to be smaller.

[0033] According to the quality type, the quality type network perception factor of the target degraded cell is adjusted to be larger, and other network perception factors are adjusted to be smaller.

[0034] The application further provides a complaint processing device, which comprises:

[0035] An acquisition module is configured to acquire trajectory information of a complaint user in a preset historical time period when receiving complaint information of the complaint user.

[0036] A first determination module is configured to determine each residence cell of the complaint user according to the trajectory information.

[0037] A second determination module is configured to collect relevant network indicators of each residence cell, and determine a target degraded cell according to the relevant network indicators.

[0038] A pushing module is configured to push the target degraded cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degraded cell and obtains a repair result.

[0039] The application further provides a complaint processing device, which is an entity node device, and comprises a memory, a processor and a program of the complaint processing method stored in the memory and executable on the processor. When the program of the complaint processing method is executed by the processor, the steps of the complaint processing method can be realized.

[0040] The application further provides a storage medium, wherein a program for implementing the complaint processing method is stored on the storage medium, and the program for implementing the complaint processing method implements the steps of the complaint processing method when executed by a processor.

[0041] The application further provides a computer program product comprising a computer program, which, when executed by a processor, implements the steps of the complaint processing method.

[0042] The application provides a complaint processing method, device, equipment and storage medium, compared with the low identification accuracy of the existing complaint cell or problem cell, which makes it difficult to improve the quality of mobile network service, in the application, when receiving the complaint information of the complaint user, the trajectory information of the complaint user in a preset historical time period is obtained; according to the trajectory information, the residence cells of the complaint user are determined; the related network indicators of each residence cell are collected, and the target degradation cell is determined according to the related network indicators; the target degradation cell is pushed to the complaint processing platform, so that the complaint processing platform repairs the target degradation cell and obtains the repair result. It can be understood that in the application, the residence cells of the complaint user are accurately determined according to the trajectory information of the complaint user in a preset historical time period, and since the residence cells are accurately determined, the target degradation cell can be accurately determined according to the related network indicators (non-lagged network performance indicators) of the residence cell, so as to repair the target degradation cell, that is, in the application, the residence cell is determined according to the trajectory information in a preset historical time period, not according to the latitude and longitude at the time of complaint, so as to avoid the case that the area where the user is located when complaining is not the area where the user actually experiences network anomaly, and in the application, the related network indicators of the residence cell are collected, not the lagged network performance indicators, so as to avoid the case that the problem cell is missed due to identification by the lagged network performance indicators, that is, in the application, the identification rate of the complaint cell is improved, and the quality of mobile network service is improved. BRIEF DESCRIPTION OF DRAWINGS

[0043] The accompanying drawings incorporated in and forming a part of the specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the application.

[0044] In order to more clearly illustrate the technical solutions in the embodiments of the present application or the prior art, the accompanying drawings needed to be used in the embodiments or prior art description will be briefly introduced. Obviously, those skilled in the art can obtain other drawings from these drawings without creative labor.

[0045] Figure 1 Flowchart of the first embodiment of the complaint processing method of the present application;

[0046] Figure 2 Flowchart for the process after step S30 in the complaint handling method of the present application;

[0047] Figure 3 Device structure diagram of the hardware running environment involved in the embodiment scheme of the present application;

[0048] Figure 4 Scenario diagram involved in the complaint handling method of the present application.

[0049] The object implementation, functional features and advantages of the present application will be further described with reference to the embodiments and the accompanying drawings. DETAILED DESCRIPTION

[0050] It should be understood that the specific embodiments described herein are only used to explain the present application and not to limit the present application.

[0051] The complaint handling method provided in the embodiments of the present application, in the first embodiment of the complaint handling method of the present application, with reference to Figure 1 , the complaint handling method comprises:

[0052] Step S10, when receiving the complaint information of the complaint user, acquiring the trajectory information of the complaint user in a preset historical time period;

[0053] Step S20, determining each residence cell of the complaint user according to the trajectory information;

[0054] Step S30, collecting related network indicators of each residence cell, and determining a target degradation cell according to the related network indicators;

[0055] Step S40, pushing the target degradation cell to a complaint handling platform, so that the complaint handling platform performs repair processing on the target degradation cell and obtains a repair result.

[0056] The specific steps are as follows:

[0057] Step S10, when receiving the complaint information of the complaint user, acquiring the trajectory information of the complaint user in a preset historical time period;

[0058] In this embodiment, it should be noted that the complaint handling method can be applied to a complaint handling device, and the complaint handling device belongs to a complaint handling system, and the complaint handling system belongs to a complaint handling device.

[0059] In this embodiment, the complaint handling system can be part of a complaint handling platform, the complaint handling system can also be part of a big data platform in communication connection with the complaint handling platform, or the complaint handling system belongs to a real-time analysis device between the complaint handling platform and the big data platform.

[0060] In the embodiment, the complaint processing system belongs to the real-time analysis device between the complaint processing platform and the big data platform.

[0061] In the prior art, the user complaint is processed in the following manner:

[0062] After the complaint processing platform accesses the user complaint (the user can initiate the complaint through the complaint receiving hotline if any mobile network problem is encountered), the latitude and longitude at the time of the user complaint (complaint time) are first acquired, the cell information within a certain range (generally 1 km) around the latitude and longitude is acquired, the network management performance fault type indicators of these cells are collected, and the cell with fault or performance type anomaly is regarded as the problem cell actually complained by the user. After the problem cell is determined, the complaint platform pushes the problem cell to the complaint processing personnel, the complaint processing personnel performs fault repair or performance optimization according to the problem cell pushed by the complaint platform, and performs user follow-up according to the user's reserved mobile phone number or on-site verification according to the user's demand.

[0063] The existing wireless network complaint cell determination method has certain defects:

[0064] On the one hand, the existing technology regards the cell (within a certain range) where the user is at the time of the user complaint (complaint time) as the basic data, which is one-sided because the area where the user is at the time of the user complaint is not necessarily the area where the user actually experiences network anomaly, and the time point of the user complaint is not necessarily the time point when the user experiences network anomaly. Determining the wireless complaint cell or the problem cell according to the time point and the latitude and longitude at the time of the user complaint will reduce the actual problem cell identification rate;

[0065] On the other hand, determining the problem cell according to the cell fault or performance problem in the corresponding nearby range at the time of the user complaint is inaccurate, that is, the general user perception usually lags behind the network performance anomaly. Determining the problem cell according to the current network performance will usually miss the real abnormal cell, which will reduce the accuracy of the wireless complaint cell determination.

[0066] The above two aspects directly lead to low accuracy of the existing wireless complaint cell determination or problem cell determination, which causes the user's complaint to be unable to be quickly and effectively received, and causes the quality of the mobile network to decrease.

[0067] In the embodiment, the problem cell determination method is improved from the demand of the wireless complaint cell determination or the problem cell determination, the identification rate is improved, the actual user perception is improved, and the service quality is improved.

[0068] That is, the residing cell is determined according to the trajectory information in the preset historical time period, rather than the longitude and latitude at the time of complaint, so as to avoid the case that the area where the user is located at the time of complaint is not the area where the user actually occurs network anomaly, and in the present application, the related network indicators of the residing cell are collected, rather than the lagging network performance indicators, so as to improve the identification rate of the complaint cell and further improve the service quality of the mobile network.

[0069] In addition, in the present application, since the residing cell is determined according to the trajectory information in the preset historical time period, and the related network indicators of the residing cell are collected, it can be understood that the related network indicators are not only network performance indicators, so in the present embodiment, the comprehensiveness of identification can also be improved.

[0070] That is, in the present embodiment, while improving the identification accuracy of the problem cell, the comprehensiveness of identification can also be improved.

[0071] In the present embodiment, as shown in Figure 4 The complaint processing system belongs to a real-time analysis device between the complaint processing platform and the big data platform, and the real-time analysis device can also be in communication connection with the OMC network management platform.

[0072] It should be noted that the complaint processing platform and the complaint processing system interact the complaint information based on the communication connection;

[0073] The big data platform and the complaint processing system interact the trajectory information based on the communication connection.

[0074] The OMC network management platform and the complaint processing system interact the related network indicators based on the communication connection.

[0075] In the present embodiment, the complaint processing system obtains the complaint information of the current complaint user.

[0076] The complaint processing system obtains the complaint information of the current complaint user in the following ways:

[0077] Way one: the complaint processing system obtains the complaint information of the current complaint user in the way of sending by the complaint platform;

[0078] Way two: the complaint processing system obtains the complaint information of the current complaint user in the way of active monitoring.

[0079] The complaint information includes complaint number Bill_no and complaint date Date, etc.

[0080] When the complaint processing system receives the complaint information of the complaint user, the complaint processing system obtains the trajectory information of the complaint user in a preset historical time period.

[0081] When the complaint information of the complaint user is received, the complaint processing system acquires the trajectory information of the complaint user in a preset historical time period, such as the past 3 days.

[0082] That is, in the embodiment, the preset historical time period cannot be less than 2 days, because less than 2 days will cause the identification rate of the complaint cell to be low, which has the same problem as the low identification accuracy of the problem cell in the background art.

[0083] In addition, in the embodiment, the preset historical time period cannot be more than 4 days, because more than 4 days will not make the identification accuracy of the problem cell improve more, but will increase the amount of data processing and reduce the data processing efficiency, and then it is difficult to determine and repair the problem cell in time, and ultimately leads to the decline of service quality.

[0084] In the embodiment, the trajectory information can be the latitude and longitude information of the cell passed by the user and the residence time, etc.

[0085] In the embodiment, when the complaint information of the complaint user is received, the trajectory information of the complaint user in the preset historical time period is acquired in the following way:

[0086] Method one: when the complaint information of the complaint user is received, the trajectory information of the complaint user in the preset historical time period is acquired from the big data platform according to the acquired complaint user number and complaint date, etc.

[0087] Method two: when the complaint information of the complaint user is received, the trajectory information of the complaint user in the preset historical time period is acquired through the travel information reported by the user.

[0088] Step S20, according to the trajectory information, determine each residence cell of the complaint user;

[0089] In the embodiment, the residence cell of the complaint user in the historical time period can be one or more.

[0090] Among them, the way to determine each residence cell of the complaint user according to the trajectory information can be:

[0091] Method one: according to the trajectory information, determine each residence cell of the complaint user, that is, as long as the complaint user has stayed in the corresponding cell, the cell of the stay is the residence cell;

[0092] Method two: according to the trajectory information, determine the residence time of the complaint user in each cell, and regard the cell with residence time greater than a certain time period as the residence cell.

[0093] For example, according to the obtained complaint user number and complaint date, the complaint user's stay in the cell CI = {CI i | i = 1,..., m}, and the information of the complaint user's stay duration Stay_duration in each cell per day in the past three days is obtained, and then the stay cell is obtained, wherein the information of the complaint user's stay duration Stay_duration in each cell per day in the past three days can be as follows:

[0094] Date Stay_duration Date-1 DU1 = {DU 1i |i = 1,..., m} Date-2 DU2 = {DU 2i |i = 1,..., m} Date-3 DU3 = {DU 3i |i = 1,..., m}

[0095] Wherein m represents the number of cells where the complaint user has stayed in the past three days, and DU 1i , DU 2i , DU 3i Correspond to cell CI i The stay duration on the date Date-1, Date-2, Date-3;

[0096] Step S30, collect the relevant network indicators of each said stay cell, and determine the target degraded cell according to the relevant network indicators;

[0097] After obtaining the stay cell, first collect the relevant network indicators of each said stay cell.

[0098] The relevant network indicators can be:

[0099] First: coverage indicators: cell downlink MR coverage M (proportion of sampling points with RSRP less than -110dBm);

[0100] Second: capacity indicators: cell uplink PRB utilization rate P 上 , cell downlink PRB utilization rate P 下 , and the number of synchronous users U in the most busy period of the cell.

[0101] Third: quality indicators: cell uplink signal-to-noise ratio S (proportion of sampling points with SINR less than -3dB) and the like.

[0102] The way to collect the relevant network indicators of each said stay cell can be:

[0103] Collect the relevant network indicators of each said stay cell from the OMC network management platform.

[0104] Or obtain the relevant network indicators of the stay cell reported in other ways.

[0105] After collecting the relevant network indicators of each said stay cell, determine the target degraded cell according to the relevant network indicators.

[0106] The manner of determining the target deteriorated cell according to the related network indicators can be:

[0107] Manner one: a cell with a related network indicator lower than a corresponding value is regarded as a target deteriorated cell.

[0108] Manner two: referring to Figure 2 The step of collecting the related network indicators of each of the camped cells and determining the target deteriorated cell according to the related network indicators comprises:

[0109] Step S31: determining the camping parameters of the complaint user in each of the camped cells;

[0110] In this embodiment, another manner of determining the target deteriorated cell is provided.

[0111] First, the camping parameters of the complaint user in each of the camped cells are determined, including camping duration and camping days.

[0112] Step S32: collecting the related network indicators of each of the camped cells and collecting the network perception factors corresponding to the related network indicators;

[0113] After the camping parameters are determined, the related network indicators of each of the camped cells are collected, and the network perception factors corresponding to the related network indicators are collected, wherein the network perception factors include coverage type network perception factors, capacity type network perception factors, quality type network perception factors, and the like.

[0114] The step of collecting the network perception factors corresponding to the related network indicators comprises:

[0115] Step A1: determining the complaint scene type corresponding to the complaint information;

[0116] In this embodiment, the complaint scene type corresponding to the complaint information is determined, which can be pre-configured, such as a rural scene type, an urban scene type, or an important guarantee scene type.

[0117] Step A2: collecting the network perception factors corresponding to the related network indicators according to the complaint scene type.

[0118] After the complaint scene type is obtained, the network perception factors corresponding to the related network indicators are collected.

[0119] That is, in this embodiment, the complaint scene type and the specific values of the network perception factors have a preset mapping relationship.

[0120] In the embodiment, the complaint scene type is a rural scene type, the network perception factor is a coverage type network perception factor, the complaint scene type is an urban scene type, the network perception factor is a capacity type network perception factor, and the complaint scene type is an important guarantee scene type, and the network perception factor is a quality type network perception factor.

[0121] In step S33, the target degraded cell is determined according to the residence parameter, the relevant network index, and the network perception factor.

[0122] In step S33, the target degraded cell is determined according to the residence parameter, the relevant network index, and the network perception factor.

[0123] In step S33, the target degraded cell is determined according to the residence parameter, the relevant network index, and the network perception factor.

[0124] In step S33, the target degraded cell is determined according to the residence parameter, the relevant network index, and the network perception factor.

[0125] In step S33, the target degraded cell is determined according to the residence parameter, the relevant network index, and the network perception factor.

[0126] In step S33, the target degraded cell is determined according to the residence parameter, the relevant network index, and the network perception factor.

[0127] In the embodiment, how to calculate the degradation index Φ of the complaint user residence cell according to the relevant network index of the residence cell in the past three days and the current network perception factor δ is specifically described, and the degradation index Φ is used as a basis to determine the target degraded cell Ω and feedback to the complaint platform.

[0128] The specific steps are as follows (taking the historical time period of 3 days as an example for specific description):

[0129] 1. According to the residence time of the complaint user each day, the network index normalization value of each residence cell in the past three days is calculated:

[0130] M i =(M 1i *DU 1i +M 2i *DU 2i +M 3i *DU 3i ) / (DU 1i +DU 2i +DU 3i )

[0131] P 上i =(P上1i *DU 1i +P 上2i *DU 1i +P 上3i *DU 3i ) / (DU 1i +DU 2i +DU 3i )

[0132] P 下i =(P 下1i *DU 1i +P 下2i *DU 1i +P 下3i *DU 3i ) / (DU 1i +DU 2i +DU 3i )

[0133] U i =(U 1i *DU 1i +U 2i *DU 1i +U 3i *DU 3i ) / (DU 1i +DU 2i +DU 3i )

[0134] S i =(S 1i *DU 1i +S 2i *DU 1i +S 3i *DU 3i ) / (DU 1i +DU 2i +DU 3i )

[0135] 2、According to the network perception factor corresponding to the current network index normalization value, the degradation index of each resident cell is calculated, wherein the degradation index and the degradation index correspond to the cell CI, respectively: i |i=1,...,m}, wherein the degradation index and the degradation index correspond to the cell CI, i |i=1,...,m}. i i i

[0136]

[0137] Among them, the network perception index of each state network perception factor table is as follows:

[0138] Status indicator Overlay class Capacity class Quality class Network perception factor delta i ]]> delta i1 ]] delta i2 ]] 1 - δ i1 - δ i2 ]]> ​​​

[0139] Note: Different scene perception factors can be set by the optimization personnel.

[0140] 3. According to the calculated cell degradation index Φ i , the target degradation cell Ω is determined:

[0141] Specifically, it is judged whether Φ i <1 is established, if established, the cell CI i is included in the target degradation cell Ω set, and the following is obtained:

[0142] Ω = {Ω i |i = 1,...,n}

[0143] Wherein, n is the number of target degradation cells.

[0144] Step S40, the target degradation cell is pushed to the complaint processing platform, so that the complaint processing platform repairs the target degradation cell, and a repair result is obtained.

[0145] The complaint platform system pushes the target degradation cell to the complaint processing platform, so that the complaint processing platform repairs the target degradation cell, and a repair result is obtained. In this embodiment, the timeliness and accuracy of complaint acceptance are ensured.

[0146] The application provides a complaint processing method and device, equipment and a storage medium. Compared with the low identification accuracy of existing complaint cells or problem cells, which makes it difficult to improve the quality of mobile network services, in the application, when receiving complaint information of a complaint user, trajectory information of the complaint user in a preset historical time period is obtained; according to the trajectory information, each residence cell of the complaint user is determined; relevant network indicators of each residence cell are collected, and a target degradation cell is determined according to the relevant network indicators; the target degradation cell is pushed to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degradation cell and obtains a repair result. It can be understood that in the application, each residence cell of the complaint user is accurately determined according to the trajectory information of the complaint user in the preset historical time period. Since the residence cell is accurately determined, the target degradation cell can be accurately determined according to the relevant network indicators (non-lagged network performance indicators) of the residence cell, so as to repair the target degradation cell. That is, in the application, the residence cell is determined according to the trajectory information in the preset historical time period, rather than the latitude and longitude at the time of complaint. Therefore, the situation that the area where the user is located when complaining is not the area where the user actually experiences network anomalies is avoided. In the application, the relevant network indicators of the residence cell are collected, rather than the lagged network performance indicators. Therefore, the situation that problem cells are missed due to identification based on lagged network performance indicators is avoided. That is, in the application, the identification rate of complaint cells is improved, and the quality of mobile network services is improved.

[0147] Further, based on the first embodiment of the application, another embodiment of the application is provided, in which, after the step of pushing the target degradation cell to the complaint processing platform, so that the complaint processing platform performs repair processing on the target degradation cell and obtains a repair result, the method comprises:

[0148] Step S50, determining a target type of the target degradation cell according to the repair result;

[0149] In this embodiment, after the complaint processing platform performs repair processing on the target degradation cell, a repair result is obtained, and the repair result is sent to the complaint processing system. The complaint processing system determines a target type of the target degradation cell according to the repair result, wherein the type of the target degradation cell is a coverage type, a capacity type and a quality type.

[0150] Step S60, adjusting a network perception factor of the target degradation cell according to the target type.

[0151] In the embodiment, after obtaining the target type, the network perception factor of the target degraded cell is adjusted according to the target type. Specifically, the network perception factor of the target degraded cell is adjusted according to the difference between the target type and the complaint scene type.

[0152] For example, if the target type is the capacity type and the complaint scene type is the coverage type, the network perception factor of the target degraded cell is adjusted.

[0153] Specifically, the return data for the deduplication request in the world state is obtained, and the return data includes time information.

[0154] The step of adjusting the network perception factor of the target degraded cell according to the target type comprises:

[0155] In step S61, the cell attribute of the target degraded cell is determined.

[0156] In step S62, the adjustment step for adjusting the network perception factor is determined according to the cell attribute.

[0157] In step S63, the network perception factor of the target degraded cell is adjusted according to the adjustment step and the target type.

[0158] In the embodiment, the adjustment step needs to be determined in the process of adjusting the network perception factor of the target degraded cell.

[0159] In order to determine the adjustment step, in the embodiment, the cell attribute of the target degraded cell is determined, specifically, the number of people attribute, the cell function attribute, etc. of the target degraded cell are determined. After the attribute is determined, the adjustment step for adjusting the network perception factor is determined according to the cell attribute. For example, when the number of people attribute is less than a certain value, the adjustment step of the capacity type perception factor is less than or equal to a preset step length, etc. to avoid excessive adjustment and cause other problems.

[0160] In the embodiment, the target type of the target degraded cell is determined according to the repair result, and the network perception factor of the target degraded cell is adjusted according to the target type. In the application, the network perception factor of the target degraded cell is accurately adjusted, which provides accurate basis for subsequent network planning optimization.

[0161] Further, based on the first embodiment and the second embodiment of the application, another embodiment of the application is provided, in which the network perception factor comprises a coverage type network perception factor, a capacity type network perception factor, and a quality type network perception factor, and the target type comprises a coverage type, a capacity type, and a quality type.

[0162] The step of adjusting the network perception factor of the target degraded cell according to the target type comprises:

[0163] Step C1, according to the coverage type, the coverage type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted.

[0164] Step C2, according to the capacity type, the capacity type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted.

[0165] Step C3, according to the quality type, the quality type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted.

[0166] In this embodiment, the network perception factor of the target degraded cell is adjusted according to the target type. Specifically, according to the coverage type, the coverage type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted. According to the capacity type, the capacity type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted. According to the quality type, the quality type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted. The network perception factor adjustment table corresponding to each complaint type is as follows:

[0167] The network perception factor adjustment table corresponding to each complaint type

[0168]

[0169] Note: In order to adjust the step length, the optimization personnel can set it by themselves for different scenes.

[0170] In this embodiment, according to the coverage type, the coverage type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted. According to the capacity type, the capacity type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted. According to the quality type, the quality type network perception factor of the target degraded cell is adjusted, and other type network perception factors are adjusted. In this embodiment, according to different types of cells, the capacity type network perception factor is accurately adjusted, which lays a foundation for improving the identification rate of complaint cells and further improving the quality of mobile network service.

[0171] Referring to Figure 3 ,Figure 3 is a device structure schematic diagram of a hardware running environment involved in an embodiment of the application.

[0172] As shown in Figure 3 , the complaint processing device can include a processor 1001, such as a CPU, a memory 1005, and a communication bus 1002. The communication bus 1002 is used to realize the connection and communication between the processor 1001 and the memory 1005. The memory 1005 can be a high-speed RAM memory, or a stable memory (non-volatile memory), such as a disk memory. The memory 1005 can also be an optional storage device independent of the aforementioned processor 1001.

[0173] Optionally, the complaint processing device can also include a rectangular user interface, a network interface, a camera, an RF (Radio Frequency, radio frequency) circuit, a sensor, an audio circuit, a WiFi module, and the like. The rectangular user interface can include a display screen (Display), an input sub-module such as a keyboard (Keyboard). The optional rectangular user interface can also include a standard wired interface, a wireless interface. The network interface can optionally include a standard wired interface, a wireless interface (such as a WI-FI interface).

[0174] Those skilled in the art can understand that Figure 3 the complaint processing device structure shown in the above description does not constitute a limitation on the complaint processing device, and can include more or fewer components than the diagram, or combine certain components, or different component arrangements.

[0175] As shown in Figure 3 , the memory 1005 as a storage medium can include an operating system, a network communication module, and a complaint processing program. The operating system is a program that manages and controls the hardware and software resources of the complaint processing device, supports the operation of the complaint processing program and other software and / or programs. The network communication module is used to realize the communication between the components in the memory 1005, and the communication with other hardware and software in the complaint processing system.

[0176] In the complaint processing device shown in Figure 3 , the processor 1001 is used to execute the complaint processing program stored in the memory 1005, and realize the steps of the complaint processing method described in any of the above embodiments.

[0177] The complaint processing device specific embodiments of the application are basically the same as the above complaint processing method embodiments, and will not be repeated here.

[0178] The application also provides a complaint processing apparatus, which comprises:

[0179] The acquisition module is configured to acquire trajectory information of the complaining user in a preset historical time period when receiving complaint information of the complaining user.

[0180] The first determination module is configured to determine each camped cell of the complaining user according to the trajectory information.

[0181] The second determination module is configured to collect relevant network indicators of each camped cell, and determine a target degraded cell according to the relevant network indicators.

[0182] The pushing module is configured to push the target degraded cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degraded cell and obtains a repair result.

[0183] Optionally, the second determination module comprises:

[0184] The first determination unit is configured to determine a camping parameter of the complaining user in each camped cell.

[0185] The first collection unit is configured to collect relevant network indicators of each camped cell, and collect a network perception factor corresponding to the relevant network indicators.

[0186] The second determination unit is configured to determine a target degraded cell according to the camping parameter, the relevant network indicators and the network perception factor.

[0187] Optionally, the camping parameter comprises a camping duration, and the second determination unit comprises:

[0188] The first determination subunit is configured to determine a network indicator normalization value of each camped cell in the preset historical time period according to the camping duration and the relevant network indicators.

[0189] The calculation subunit is configured to calculate a degradation index of each camped cell according to the network indicator normalization value and the network perception factor.

[0190] The second determination subunit is configured to determine a target degraded cell according to the degradation index.

[0191] Optionally, the first collection unit comprises:

[0192] The third determination subunit is configured to determine a complaint scene type corresponding to the complaint information.

[0193] The collection subunit is configured to collect a network perception factor corresponding to the relevant network indicators according to the complaint scene type.

[0194] Optionally, the complaint processing device comprises:

[0195] The third determining module is configured to determine a target type of the target deteriorated cell according to the repair result.

[0196] The adjusting module is configured to adjust a network perception factor of the target deteriorated cell according to the target type.

[0197] Optionally, the adjusting module comprises:

[0198] The third determining unit is configured to determine a cell attribute of the target deteriorated cell.

[0199] The fourth determining unit is configured to determine an adjusting step length for adjusting the network perception factor according to the cell attribute.

[0200] The first adjusting unit is configured to adjust the network perception factor of the target deteriorated cell according to the adjusting step length and the target type.

[0201] Optionally, the network perception factor comprises a coverage type network perception factor, a capacity type network perception factor and a quality type network perception factor, and the target type comprises a coverage type, a capacity type and a quality type.

[0202] The adjusting module comprises:

[0203] The second adjusting unit is configured to increase the coverage type network perception factor of the target deteriorated cell and decrease other network perception factors according to the coverage type.

[0204] The third adjusting unit is configured to increase the capacity type network perception factor of the target deteriorated cell and decrease other network perception factors according to the capacity type.

[0205] The fourth adjusting unit is configured to increase the quality type network perception factor of the target deteriorated cell and decrease other network perception factors according to the quality type.

[0206] The specific implementation of the complaint processing device of the present application is basically the same as the above-mentioned complaint processing method, and will not be repeated here.

[0207] The present application provides a storage medium, and the storage medium stores one or more programs, and the one or more programs can also be executed by one or more processors to implement the steps of the above-mentioned complaint processing method.

[0208] The specific implementation of the complaint processing device of the present application is basically the same as the above-mentioned complaint processing method, and will not be repeated here.

[0209] The application further provides a computer program product comprising a computer program which, when executed by a processor, implements the steps of the complaint processing method.

[0210] The specific implementation of the computer program product of the application is basically the same as the above-mentioned complaint processing method, and will not be described here.

[0211] It should be noted that in this paper, the term "comprise", "include" or any other variant thereof is intended to cover non-exclusive inclusion, so that the process, method, article or device including a series of elements not only includes those elements, but also includes other elements not explicitly listed or inherent to such process, method, article or device. Without more limitations, the element defined by the sentence "comprises a" does not exclude the presence of other identical elements in the process, method, article or device comprising the element.

[0212] The above-mentioned serial numbers of the embodiments of the application are only for description, not representing the advantages and disadvantages of the embodiments.

[0213] Through the above description of the embodiments, those skilled in the art can clearly understand that the above-mentioned embodiment method can be realized by software and necessary general hardware platform, of course, it can also be realized by hardware, but in many cases, the former is a better embodiment. Based on such understanding, the technical solutions of the application can be embodied in the form of software product, which is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk), including a plurality of instructions for making a terminal device (which can be a mobile phone, computer, server, air conditioner or network device) execute the method described in each embodiment of the application.

[0214] The above is only the preferred embodiment of the application, and does not limit the patent scope of the application, and any equivalent structure or equivalent flow transformation made by using the content of the specification and drawings, or directly or indirectly applied to other related technical fields, are also included in the patent protection scope of the application.

Claims

1. A complaint handling method characterized by comprising: The complaint processing method comprises: When receiving complaint information of a complaint user, acquiring trajectory information of the complaint user in a preset historical time period; the preset historical time period comprises a time period greater than 2 days and less than 4 days; According to the trajectory information, determining each residence cell of the complaint user; Collecting relevant network indicators of each residence cell, and determining a target degradation cell according to the relevant network indicators; Pushing the target degradation cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degradation cell and obtains a repair result; The step of collecting relevant network indicators of each residence cell and determining a target degradation cell according to the relevant network indicators comprises: Determining the residence parameters of the complaint user in each residence cell; Collecting relevant network indicators of each residence cell and collecting network perception factors corresponding to the relevant network indicators; the relevant network indicators are non-lagged network performance indicators; According to the residence parameters, the relevant network indicators and the network perception factors, a target degradation cell is determined.

2. The complaint handling method of claim 1, wherein, The residence parameters comprise residence duration, and the step of determining a target degradation cell according to the residence parameters, the relevant network indicators and the network perception factors comprises: According to the residence duration and the relevant network indicators, network indicator normalization values of each residence cell in the preset historical time period are determined; According to the network indicator normalization values and the network perception factors, degradation indexes of each residence cell are calculated; According to the degradation indexes, a target degradation cell is determined.

3. The complaint handling method of claim 1, wherein, The step of collecting network perception factors corresponding to the relevant network indicators comprises: Determining a complaint scene type corresponding to the complaint information; According to the complaint scene type, network perception factors corresponding to the relevant network indicators are collected.

4. The complaint handling method according to any one of claims 1 to 3, characterized in that After the step of pushing the target degradation cell to the complaint processing platform, so that the complaint processing platform performs repair processing on the target degradation cell and obtains a repair result, the method comprises: According to the repair result, a target type of the target degradation cell is determined; According to the target type, network perception factors of the target degradation cell are adjusted.

5. The complaint handling method of claim 4, wherein, The step of adjusting network perception factors of the target degradation cell according to the target type comprises: Determining a cell attribute of the target degradation cell; According to the cell attribute, an adjustment step for adjusting the network perception factors is determined; According to the adjustment step and the target type, network perception factors of the target degradation cell are adjusted.

6. The complaint handling method of claim 4, wherein, The network perception factors comprise coverage type network perception factors, capacity type network perception factors and quality type network perception factors, and the target type comprises a coverage type, a capacity type and a quality type, The step of adjusting network perception factors of the target degradation cell according to the target type comprises: According to the coverage type, coverage type network perception factors of the target degradation cell are increased, and other type network perception factors are decreased. According to the capacity type, the capacity type network perception factor of the target degraded cell is increased, and other network perception factors are decreased. According to the quality type, the quality type network perception factor of the target degraded cell is increased, and other network perception factors are decreased.

7. A complaint processing apparatus characterized by comprising: The complaint processing device comprises: The acquisition module is configured to acquire trajectory information of the complaint user in a preset historical time period when receiving complaint information of the complaint user, wherein the preset historical time period includes a time period greater than 2 days and less than 4 days. The first determination module is configured to determine each residence cell of the complaint user according to the trajectory information. The second determination module is configured to collect relevant network indicators of each residence cell and determine a target degraded cell according to the relevant network indicators. The pushing module is configured to push the target degraded cell to a complaint processing platform, so that the complaint processing platform performs repair processing on the target degraded cell and obtains a repair result. The second determination module is configured to: Determine residence parameters of the complaint user in each residence cell. Collect relevant network indicators of each residence cell and collect network perception factors corresponding to the relevant network indicators; the relevant network indicators are non-lagged network performance indicators. Determine a target degraded cell according to the residence parameters, the relevant network indicators and the network perception factors.

8. A complaint processing apparatus characterized by comprising: The complaint processing device comprises a memory, a processor and a program stored in the memory for implementing the complaint processing method, The memory is configured to store the program for implementing the complaint processing method. The processor is configured to execute the program for implementing the complaint processing method to implement the steps of the complaint processing method according to any one of claims 1 to 6.

9. A storage medium, characterized by The storage medium stores the program for implementing the complaint processing method, and the program for implementing the complaint processing method is executed by the processor to implement the steps of the complaint processing method according to any one of claims 1 to 6.

Images