A method and device for service quality root cause analysis

Abstract

The application provides a service quality difference root cause analysis method and device, the method comprises the following steps: mode of user's complaint content and staff's processing result, and generating a troubleshooting decision tree; collecting data packets on the network boundary device, and calculating the time delay and packet loss rate of each direction in the network when transmitting different transmission contents through the statistical results of the data packets; sequentially judging whether some paragraphs exist in the complaint time period, whether the network quality of the receiving side edge device to the receiving device has abnormal fluctuation, whether the network quality of the sending side edge device to the sending device has abnormal fluctuation, whether the transmission path of the marked packet and the transmission path of the traffic simulation are consistent, and obtaining a troubleshooting result; if the staff acknowledges the result, the whole process is stored in the database and the troubleshooting decision tree is updated, otherwise, the staff selects other, and writes the troubleshooting result into a troubleshooting table.

Description

TECHNICAL FIELD

[0001] Embodiments of the present application generally relate to the field of mobile communication technology, and in particular, to a service quality problem root cause analysis method and device. BACKGROUND

[0002] With the increasing demand for user experience, the efficiency of network optimization and user complaint resolution becomes more and more important. Network optimization needs to take into account both user experience and network resource utilization. Once network KPI indicators decline or user complaints occur, how to quickly locate the cause of the failure and solve it is a crucial link in improving user experience in current network optimization. For network optimization engineers, they need to deal with various network KPI indicators on a daily basis. How to quickly analyze the cause of the indicator degradation and the indicator recovery also requires an efficient workflow and tool method. However, there is currently no method that can automatically identify network quality problems based on road test data to help network optimization engineers quickly solve KPI indicator degradation and respond to user complaint problems.

[0003] For example, the patent "A network quality problem automatic identification method (application number: CN202111541824.6)": using signal-to-noise ratio and reference signal received power to identify and determine the sampling points, obtaining the identification and determination result; according to the identification and determination result and the sampling point distance, the data stream of the first test data is sliced; the sampling point data in the data stream slice is divided into continuous good point block and bad point block; using the back propagation iteration method and using the sampling point data between the good point block and the bad point block to identify the quality problem section. The invention can automatically identify network quality problems and improve problem analysis efficiency, but it only analyzes the quality problem root cause based on network device performance and does not combine user perception analysis and quality problem root cause analysis based on network device performance, that is, it cannot form a complete user complaint closed loop. SUMMARY

[0004] To solve the above problems, the present application effectively combines user perception and network performance indicators to provide root cause analysis positioning for user perception type alarms; establishes a troubleshooting decision tree, continuously learns and updates the troubleshooting decision tree, and is more accurate and comprehensive in fault root cause positioning, and provides early warning for faults.

[0005] According to embodiments of the present application, a service quality problem root cause analysis method and device are provided.

[0006] In a first aspect of the present application, a service quality problem root cause analysis method is provided. The method comprises:

[0007] S01: Mode the complaint content of the user and the processing result of the staff, and generate a troubleshooting decision tree;

[0008] S02: Collecting data packets on network boundary devices, calculating the time delay and packet loss rate of each direction in the network when transmitting different transmission contents through the statistical results of the data packets;

[0009] S03: Using traffic simulation in combination with the routing table snapshot in the network to calculate the network path corresponding to the user complaint, and confirming whether the path has abnormal fluctuations in network quality in the complaint time period in combination with historical data, if there are abnormal fluctuations, then analyzing each segment separately;

[0010] S04: If there are no abnormal fluctuations in any segment in the transmission network, then calculating whether the network quality from the receiving side edge device to the receiving device has abnormal fluctuations, if there are abnormal fluctuations, then analyzing each segment separately;

[0011] S05: If no abnormal fluctuations are found in the receiving side network quality, then calculating whether the network quality from the sending side edge device to the sending device has abnormal fluctuations, if there are abnormal fluctuations, then analyzing each segment separately;

[0012] S06: If no abnormal fluctuations are found in the sending side network quality, then initiating multiple marker packets from the sending side edge device to the receiving side edge device and recording the transmission path of the marker packets, comparing whether the transmission path of the marker packets and the transmission path of the traffic simulation are consistent, if not, then automatically collecting the routing table of the path change device and pulling all log information of the device after the last collection to generate a log file;

[0013] S07: If the transmission path of the marker packets and the transmission path of the traffic simulation are consistent, then generating a topology display according to the entire path of the transmission marker packets and the transmission quality information of the marker packets in each segment, and displaying the transmission quality information of the entire transmission process of the marker packets below the topology;

[0014] S08: If the work staff acknowledges the result, then storing the entire process and updating the troubleshooting decision tree, otherwise, the work staff selects other and writes the troubleshooting result into the troubleshooting table.

[0015] Further, the statistical results in S02 obtain the time delay and packet loss of the network transmission related resources in the user complaint time period in combination with the user complaint records, and the time delay and packet loss of the related resources that are not complained, confirm the threshold of the time delay and packet loss rate of the user for different types of resources after comprehensive calculation in combination with historical data, and exclude all normal records at the time of complaint through data mining.

[0016] Further, the specific steps of analyzing each segment separately are:

[0017] S1: Calculate paragraph traffic, check if the paragraph is congested, if congested, associate the congestion alarm of the paragraph circuit, and return the alarm information to the fault work order page;

[0018] S2: If no congestion occurs, use the transmission queue snapshot and transmission strategy snapshot to simulate the transmission process, if the simulation result will cause abnormal fluctuations, return the simulation result to the fault work order page;

[0019] S3: If the simulation result is normal or the staff denies the simulation result root cause, check the performance indicators related to the outflow port and the inflow port, if the performance indicators have abnormal fluctuations compared with usual, return the corresponding port information, the abnormal fluctuation curve and the daily average curve of the related indicators to the fault work order page;

[0020] S4: If the port performance data is normal or the staff denies the port abnormal root cause, check the related performance indicators of the board card where the outflow port and the inflow port are located, if the performance indicators have abnormal fluctuations compared with usual, return the corresponding board card information, the abnormal fluctuation curve and the daily average curve of the related indicators to the fault work order page;

[0021] S5: If the board card performance data is normal or the staff denies the board card abnormal root cause, check the related performance indicators of the outflow device and the inflow device, if the performance indicators have abnormal fluctuations compared with usual, return the corresponding device information, the abnormal fluctuation curve and the daily average curve of the related indicators to the fault work order page;

[0022] S6: If the device port performance data is normal or the staff denies the device abnormal root cause, generate a document of the above-mentioned troubleshooting process, and attach it to the fault work order page.

[0023] Further, the troubleshooting result in S08 is analyzed after being patterned, if the probability of the same situation exceeds the threshold value, the troubleshooting decision tree is updated.

[0024] Further, the S08 also needs to record the network working condition when the complaint occurs in the information table, after excluding special complaints and non-subordinate network abnormal complaints, the alarm threshold value is updated, when the transmission quality of the subordinate network is lower than the threshold value, the fault work order is automatically sent before the user perception.

[0025] In the second aspect of the present application, a business quality difference root cause analysis device is provided. The device comprises:

[0026] The decision tree generation module is used for patterning the complaint content of the user and the processing result of the staff, and generating a troubleshooting decision tree;

[0027] A statistical module is configured to collect data packets on the network boundary device, and calculate the time delay and packet loss rate of each direction in the network when transmitting different transmission contents according to the statistical results of the data packets.

[0028] A paragraph abnormal fluctuation judgment module is configured to calculate the network path corresponding to the user complaint by using traffic simulation in combination with the routing table snapshot in the network, and confirm whether the network quality of the path has abnormal fluctuation in the complaint time period in combination with historical data, and if the network quality has abnormal fluctuation, analyze each paragraph separately.

[0029] A receiving side device network quality judgment module is configured to calculate whether the network quality from the receiving side edge device to the receiving device has abnormal fluctuation if no paragraph in the transmission network has abnormal fluctuation, and if the network quality has abnormal fluctuation, analyze each paragraph separately.

[0030] A sending side device network quality judgment module is configured to calculate whether the network quality from the sending side edge device to the sending device has abnormal fluctuation if no abnormal fluctuation is found in the receiving side network quality, and if the network quality has abnormal fluctuation, analyze each paragraph separately.

[0031] A transmission path judgment module is configured to initiate a plurality of marker packets from the sending side edge device to the receiving side edge device and record the transmission path of the marker packets if no abnormal fluctuation is found in the sending side network quality, and compare whether the transmission path of the marker packets is consistent with the transmission path of the traffic simulation, and if the transmission path is inconsistent, automatically collect the routing table of the device whose path has changed, and pull all log information of the device after the last collection to generate a log file.

[0032] A transmission quality information judgment module is configured to generate a topology display on the fault work order page according to the entire path of the transmission marker packet and the transmission quality information of the marker packet in each paragraph if the transmission path of the marker packet is consistent with the transmission path of the traffic simulation, and display the transmission quality information of the whole transmission process of the marker packet below the topology.

[0033] A result generation module is configured to store the entire process in the database and update the troubleshooting decision tree if the work personnel acknowledge the result, or otherwise, the work personnel select other, and write the troubleshooting result into a troubleshooting table.

[0034] Further, the statistical results in the statistical module obtain the time delay and packet loss of the network transmission related resources in the user complaint time period in combination with the user complaint records, and the time delay and packet loss of the related resources which are not complained, confirm the threshold of the time delay and packet loss rate of the user to different types of resources after comprehensive calculation in combination with historical data, and exclude the records which are all normal at the time of complaint through data mining.

[0035] Further, the paragraph abnormal fluctuation judgment module, the receiving side device network quality judgment module, and the sending side device network quality judgment module each include:

[0036] Paragraph congestion checking module: used to calculate paragraph traffic, check whether the paragraph is congested, associate the congestion alarm of the paragraph circuit if congested, and return the alarm information to the fault work order page;

[0037] Simulation module: used to simulate the transmission process using the transmission queue snapshot and the transmission strategy snapshot if no congestion occurs, and return the simulation result to the fault work order page if the simulation result will cause abnormal fluctuation;

[0038] Port performance checking module: used to check the performance indicators related to the outflow port and the inflow port if the simulation result is normal or the staff negates the simulation result cause, and return the corresponding port information, the abnormal fluctuation curve of the related indicators, and the daily average curve to the fault work order page if the performance indicators have abnormal fluctuation compared with usual;

[0039] Board card performance checking module: used to check the performance indicators related to the board card where the outflow port and the inflow port are located if the port performance data is normal or the staff negates the port abnormal cause, and return the corresponding board card information, the abnormal fluctuation curve of the related indicators, and the daily average curve to the fault work order page if the performance indicators have abnormal fluctuation compared with usual;

[0040] Device performance checking module: used to check the performance indicators related to the outflow device and the inflow device if the board card performance data is normal or the staff negates the board card abnormal cause, and return the corresponding device information, the abnormal fluctuation curve of the related indicators, and the daily average curve to the fault work order page if the performance indicators have abnormal fluctuation compared with usual;

[0041] Document generation module: used to generate the document of the above-mentioned troubleshooting process if the device port performance data is normal or the staff negates the device abnormal cause, and attach the document to the fault work order page.

[0042] Further, the troubleshooting result in the result generation module is analyzed after being patterned, and if the probability of the same situation occurring exceeds the threshold value, the result is updated to the troubleshooting decision tree.

[0043] Further, the result generation module also needs to record the network working condition when the complaint occurs in the information table, and after excluding special complaints and non-subordinate network abnormal complaints, update the alarm threshold value, and when the transmission quality of the subordinate network is lower than the threshold value, automatically issue a fault work order before the user perceives.

[0044] The application effectively combines user perception and network performance indicators to provide root cause analysis positioning for user perception type alarms; establishes a troubleshooting decision tree, continuously learns and updates the troubleshooting decision tree, and is more accurate and comprehensive in fault root cause positioning, and provides early warning for faults.

[0045] It should be understood that the content described in the summary section is not intended to limit or define key or important features of the embodiments of the application, nor is it intended to limit the scope of the application. Other features of the application will become apparent from the following description. BRIEF DESCRIPTION OF DRAWINGS

[0046] The above and other features, advantages, and aspects of embodiments of the application will become more apparent upon reading the following detailed description in conjunction with the accompanying drawings, in which:

[0047] Figure 1 A method flowchart of service quality root cause analysis according to an embodiment of the application is shown;

[0048] Figure 2 A troubleshooting decision tree schematic diagram according to embodiment 1 of the application is shown;

[0049] Figure 3 A network traffic history data schematic diagram according to embodiment 1 of the application is shown;

[0050] Figure 4 A sending side edge device to sender device latency fluctuation schematic diagram according to embodiment 1 of the application is shown;

[0051] Figure 5 A transmission quality information display schematic diagram of the overall transmission process of the marked packet transmission process according to embodiment 1 of the application is shown;

[0052] Figure 6 An updated troubleshooting decision tree schematic diagram according to embodiment 1 of the application is shown;

[0053] Figure 7 A troubleshooting decision tree schematic diagram according to embodiment 2 of the application is shown;

[0054] Figure 8 A user complaint corresponding network path segment history fluctuation schematic diagram according to embodiment 2 of the application is shown;

[0055] Figure 9 A receiving side edge device to receiver device network quality history fluctuation schematic diagram according to embodiment 2 of the application is shown;

[0056] Figure 10 An outflow port and inflow port history utilization rate schematic diagram according to embodiment 2 of the application is shown;

[0057] Figure 11 Fig. 2 shows a schematic diagram of a fault work order page according to an embodiment of the present application;

[0058] Figure 12 Fig. 3 shows a block diagram of an apparatus for service quality difference root cause analysis according to an embodiment of the present application. DETAILED DESCRIPTION

[0059] In order to make the objects, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be described clearly and completely below with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are some but not all of the embodiments of the present application. Based on the embodiments in the present application, all other embodiments obtained by a person of ordinary skill in the art without creative work fall within the protection scope of the present application.

[0060] According to the embodiments of the present application, a method and an apparatus for service quality difference root cause analysis are provided, which effectively combine user perception and network performance indexes to provide root cause analysis positioning for user perception type alarms; a fault elimination decision tree is established, and the fault elimination decision tree is continuously learned and updated, so that the fault root cause positioning is more accurate and comprehensive, and the fault is prewarned.

[0061] The principles and spirits of the present application will be explained in detail below with reference to several representative embodiments of the present application.

[0062] Figure 1 Fig. 1 is a flowchart of a method for service quality difference root cause analysis according to an embodiment of the present application. The method comprises:

[0063] S01: mode the complaint content of a user and the processing result of a staff, and generate a fault elimination decision tree;

[0064] S02: collect data packets on a network boundary device, and calculate the time delay and packet loss rate of each direction in the network when different transmission contents are transmitted by using the statistical result of the data packets;

[0065] S03: use traffic simulation in combination with a routing table snapshot in the network to calculate the network path corresponding to the user complaint, and confirm whether the path has abnormal fluctuations in network quality in the complaint time period in combination with historical data, if there are abnormal fluctuations, analyze each paragraph separately;

[0066] S04: if there are no abnormal fluctuations in any paragraph in the transmission network, calculate whether the network quality from the receiving side edge device to the receiving device has abnormal fluctuations, if there are abnormal fluctuations, analyze each paragraph separately;

[0067] S05: If no abnormal fluctuation is found in the receiving side network quality, calculate whether abnormal fluctuation occurs in the network quality from the sending side edge device to the sender device, if abnormal fluctuation occurs, analyze each paragraph separately;

[0068] S06: If no abnormal fluctuation is found in the sending side network quality, initiate multiple marker packets from the sending side edge device to the receiving side edge device and record the transmission path of the marker packets, compare whether the transmission path of the marker packets and the transmission path of the traffic simulation are consistent, if not, automatically collect the routing table of the path change device, pull all log information of the device after the last collection to generate a log file;

[0069] S07: If the transmission path of the marker packet and the transmission path of the traffic simulation are consistent, generate a topology display on the fault work order page according to the entire path of the transmission marker packet and the transmission quality information of the marker packet in each segment, and display the transmission quality information of the whole transmission process of the marker packet below the topology;

[0070] S08: If the worker acknowledges the result, store the entire process and update the troubleshooting decision tree, otherwise, the worker selects other and writes the troubleshooting result into the troubleshooting table.

[0071] It should be noted that although the operations of the method of the present application are described in a specific order in the above embodiments and drawings, this does not require or imply that the operations must be performed in this specific order, or that all of the shown operations must be performed to achieve the desired result. Additionally or alternatively, certain steps can be omitted, multiple steps can be combined into one step, and / or one step can be divided into multiple steps.

[0072] In order to more clearly explain the method of the above business quality difference root cause analysis, a specific embodiment will be described below, however, it should be noted that this embodiment is only for better illustrating the present application and does not constitute an improper limitation on the present application.

[0073] The method of business quality difference root cause analysis will be further described in more detail below with a specific example:

[0074] Embodiment 1:

[0075] Receive user complaints, the worker processes, the user's complaint content and the worker's processing result are patterned, and a troubleshooting decision tree is generated, as shown in Figure 2 .

[0076] The network boundary device collects data packets, calculates the average delay of each direction in the network when transmitting different transmission contents: 4.265 ms and the average packet loss rate: 0% through the statistical results of the data packets, uses traffic simulation combined with the routing table snapshot in the network, calculates the network path corresponding to the user complaint, and combines historical data to confirm that some segments of the path have no abnormal fluctuations in network quality during the complaint period, calculates that the network quality from the receiving side edge device to the receiving device has no abnormal fluctuations, calculates that the network quality from the sending side edge device to the sending device has no abnormal fluctuations, as shown in Figure 4 ; initiates multiple marker packets from the sending side edge device to the receiving side edge device and records the transmission path of the marker packets, compares the transmission path of the marker packets with the transmission path of the traffic simulation, and both are: optical modem-PON port-OLT-SW-BRAS, then generates a topology based on the entire path of the transmission of the marker packets and the transmission quality information of the marker packets at each segment and displays the transmission quality information of the entire transmission process of the marker packets below the topology, as shown in Figure 5 ; the worker acknowledges the result, stores the entire process in the database and updates the troubleshooting decision tree, as shown in Figure 6 .

[0077] Embodiment 2

[0078] Receive user complaints, and the worker processes them, patterns the user's complaint content and the worker's processing result, and generates a troubleshooting decision tree, as shown in Figure 7 .

[0079] The network boundary device collects data packets, calculates the average delay of each direction in the network when transmitting different transmission contents: 4.265 ms and the average packet loss rate: 0% through the statistical results of the data packets, uses traffic simulation combined with the routing table snapshot in the network, calculates the network path corresponding to the user complaint, and combines historical data to confirm that some segments of the path have no abnormal fluctuations in network quality during the complaint period, calculates that the network quality from the receiving side edge device to the receiving device has no abnormal fluctuations, calculates that the network quality from the sending side edge device to the sending device has no abnormal fluctuations, as shown in Figure 8 ; initiates multiple marker packets from the sending side edge device to the receiving side edge device and records the transmission path of the marker packets, compares the transmission path of the marker packets with the transmission path of the traffic simulation, and both are: optical modem-PON port-OLT-SW-BRAS, then generates a topology based on the entire path of the transmission of the marker packets and the transmission quality information of the marker packets at each segment and displays the transmission quality information of the entire transmission process of the marker packets below the topology, as shown in Figure 9 ; the worker acknowledges the result, stores the entire process in the database and updates the troubleshooting decision tree, as shown in Figure 10 ., the paragraph average flow is calculated as: 1.35GB, it is proved that the paragraph does not occur congestion; the transmission process is simulated using the transmission queue snapshot and the transmission strategy snapshot, and the simulation result does not cause abnormal fluctuation; the performance indicators related to the outflow port and the inflow port are checked, the average utilization rate of the outflow port during the complaint time period is about: 46%, the average utilization rate of the inflow port is about 57%, the performance indicators do not cause abnormal fluctuation compared with the same period last week during the complaint time period, and the historical utilization rate data is shown in Figure 10 ; the CRC error code information of the outflow device and the inflow device is checked, it is found that the port of the inflow device occurs obvious CRC error code growth, the corresponding device information, the abnormal fluctuation curve and the daily average curve of the related indicators are returned to the fault work order page, as shown in Figure 11 .

[0080] Based on the same inventive concept, the application further provides a device for service quality difference root cause analysis. The implementation of the device can refer to the implementation of the above method, and the repeated parts will not be described herein. As shown in Figure 12 , the device 100 comprises:

[0081] A decision tree generation module 101: used for patterning the complaint content of the user and the processing result of the staff, and generating a troubleshooting decision tree;

[0082] A statistical module 102: used for collecting data packets on the network boundary device, and calculating the time delay and the packet loss rate of each direction in the network when different transmission contents are transmitted through the statistical result of the data packets;

[0083] A paragraph abnormal fluctuation judgment module 103: used for combining the route table snapshot in the network to use traffic simulation, calculating the network path corresponding to the user complaint, and combining the historical data to confirm whether the path has abnormal fluctuation of network quality in the complaint time period, if there is abnormal fluctuation, each paragraph is analyzed separately;

[0084] A receiving side device network quality judgment module 104: used for calculating whether the network quality from the receiving side edge device to the receiving device has abnormal fluctuation if there is no abnormal fluctuation of any paragraph in the transmission network, if there is abnormal fluctuation, each paragraph is analyzed separately;

[0085] A sending side device network quality judgment module 105: used for calculating whether the network quality from the sending side edge device to the sending device has abnormal fluctuation if no abnormal fluctuation is found in the receiving side network quality, if there is abnormal fluctuation, each paragraph is analyzed separately;

[0086] The transmission path determination module 106 is configured to initiate a plurality of marking packets from the sending side edge device to the receiving side edge device and record the transmission path of the marking packets if no abnormal fluctuation is found in the sending side network quality, and compare whether the transmission path of the marking packets is consistent with the transmission path of the traffic simulation, and if not, automatically collect the routing table of the path change device, pull all log information of the device after the last collection to generate a log file;

[0087] The transmission quality information determination module 107 is configured to generate a topology display on the fault work order page according to the entire path of the transmission marking packet and the transmission quality information of the marking packet at each segment if the transmission path of the marking packet is consistent with the transmission path of the traffic simulation, and display the transmission quality information of the whole transmission process of the marking packet below the topology.

[0088] The result generation module 108 is configured to store the entire process and update the troubleshooting decision tree if the working personnel acknowledge the result, or otherwise, the working personnel select other and write the troubleshooting result into the troubleshooting table.

[0089] The paragraph abnormal fluctuation determination module 103, the receiving side device network quality determination module 104, and the sending side device network quality determination module 105 each include:

[0090] The paragraph congestion checking module 1031 is configured to calculate the paragraph traffic, check whether the paragraph is congested, associate the congestion alarm of the circuit of the paragraph if the paragraph is congested, and return the alarm information to the fault work order page.

[0091] The simulation module 1032 is configured to simulate the transmission process using the transmission queue snapshot and the transmission strategy snapshot if no congestion occurs, and return the simulation result to the fault work order page if the simulation result will cause abnormal fluctuation.

[0092] The port performance checking module 1033 is configured to check the related performance indicators of the outflow port and the inflow port if the simulation result is normal or the working personnel veto the simulation result cause, and return the abnormal fluctuation curve and the daily average curve of the corresponding port information and the related indicators to the fault work order page if the performance indicators have abnormal fluctuation compared with usual time.

[0093] The board card performance checking module 1034 is configured to check the related performance indicators of the board card where the outflow port and the inflow port are located if the port performance data is normal or the working personnel veto the port abnormal cause, and return the abnormal fluctuation curve and the daily average curve of the corresponding board card information and the related indicators to the fault work order page if the performance indicators have abnormal fluctuation compared with usual time.

[0094] The device performance checking module 1035 is configured to check the relevant performance indexes of the outflow device and the inflow device if the board card performance data is normal or the staff denies the board card abnormal reason, and return the corresponding device information, the abnormal fluctuation curve of the relevant indexes and the daily average curve to the fault work order page if the performance index has an abnormal fluctuation compared with the usual time.

[0095] The document generation module 1036 is configured to generate the above-mentioned process of checking if the device port performance data is normal or the staff denies the device abnormal reason, and attach the generated document to the fault work order page.

[0096] The device for service quality difference root cause analysis provided by the application effectively combines user perception and network performance indexes, provides root cause analysis positioning for user perception type alarms, establishes a troubleshooting decision tree, continuously learns and updates the troubleshooting decision tree, and is more accurate and comprehensive in fault root cause positioning, and can also provide early warning for faults.

[0097] Although the spirit and principles of the application have been described with reference to several specific embodiments, it should be understood that the application is not limited to the disclosed specific embodiments, and the division of aspects does not mean that the features in these aspects cannot be combined to benefit, and the division is only for the convenience of expression. The application is intended to cover various modifications and equivalent arrangements included in the spirit and scope of the appended claims.

[0098] The scope of protection of the application should be understood by those skilled in the art that various modifications or changes made on the basis of the technical solutions of the application without creative labor are still within the protection scope of the application.

Claims

1. A method for root cause analysis of poor business quality, characterized in that, The method includes: S01: The content of user complaints and the handling results of staff are patterned to generate a troubleshooting decision tree; S02: Collect data packets on network boundary devices and calculate the latency and packet loss rate in each direction of the network when transmitting different content based on the statistical results of the data packets; S03: Combine the network routing table snapshot with traffic simulation to calculate the network path corresponding to the user complaint. Combine historical data to confirm whether there are certain segments of the path whose network quality fluctuated abnormally during the complaint period. If there are abnormal fluctuations, analyze each segment separately. S04: If no abnormal fluctuations occur in any segment of the transmission network, calculate whether the network quality from the receiving edge device to the receiving device has fluctuated abnormally. If abnormal fluctuations exist, analyze each segment separately. S05: If no abnormal fluctuations are found in the network quality on the receiving side, calculate whether there are abnormal fluctuations in the network quality from the sending edge device to the sending device. If abnormal fluctuations occur, analyze each segment separately. S06: If no abnormal fluctuations are found in the network quality on the sending side, multiple tag packets are sent from the sending edge device to the receiving edge device and the transmission path of the tag packets is recorded. The transmission path of the tag packets is compared with the transmission path of the traffic simulation. If they are inconsistent, the routing table of the device whose path has changed is automatically collected, and all log information of the device since the last collection is pulled to generate a log file. S07: If the transmission path of the tag packet is consistent with the transmission path of the traffic simulation, then the topology is generated and displayed on the fault work order page based on the entire transmission path of the tag packet and the transmission quality information of the tag packet in each segment, and the overall transmission quality information of the tag packet transmission process is displayed below the topology. S08: If the staff approves the result, the entire process will be entered into the database and the troubleshooting decision tree will be updated; otherwise, the staff will select another option and write their troubleshooting result into the troubleshooting table.

2. The method for root cause analysis of poor business quality according to claim 1, characterized in that, The statistical results described in S02, combined with user complaint records, obtain the latency and packet loss of network transmission of relevant resources during the user complaint period, as well as the latency and packet loss of relevant resources that were not complained about. After comprehensive calculation based on historical data, the thresholds for latency and packet loss rates for different types of resources are obtained, and records that were normal during the complaint period are excluded through data mining.

3. The method for root cause analysis of poor business quality according to claim 1, characterized in that, The specific steps for analyzing each paragraph separately are as follows: S1: Calculate the segment flow, check if the segment is congested, and if it is congested, associate the congestion alarm of the segment circuit and return the alarm information to the fault work order page; S2: If no congestion occurs, the transmission process is simulated using transmission queue snapshots and transmission policy snapshots. If the simulation results cause abnormal fluctuations, the simulation results are returned to the fault ticket page. S3: If the simulation results are normal or the staff rejects the root cause of the simulation results, check the relevant performance indicators of the outflow and inflow ports. If the performance indicators fluctuate abnormally compared to normal, return the corresponding port information, the abnormal fluctuation curve of the relevant indicators and the daily average curve to the fault work order page. S4: If the port performance data is normal or the staff rejects the root cause of the port abnormality, check the relevant performance indicators of the boards where the outgoing and incoming ports are located. If the performance indicators fluctuate abnormally compared to normal, return the corresponding board information, the abnormal fluctuation curve of the relevant indicators and the daily average curve to the fault work order page. S5: If the board performance data is normal or the staff rejects the root cause of the board abnormality, check the relevant performance indicators of the outgoing and incoming devices. If the performance indicator fluctuates abnormally compared to normal, return the corresponding device information, the abnormal fluctuation curve of the relevant indicator and the daily average curve to the fault work order page. S6: If the device port performance data is normal or the staff rejects the root cause of the device abnormality, the above troubleshooting process will be documented and attached to the fault ticket page.

4. The method for root cause analysis of poor business quality according to claim 1, characterized in that, The troubleshooting results described in S08 are analyzed after being patterned. If the probability of the same situation occurring exceeds a threshold, the troubleshooting decision tree is updated.

5. The method for root cause analysis of poor business quality according to claim 1, characterized in that, S08 also requires recording the network status at the time of the complaint in the information table, excluding special complaints and abnormal complaints from non-subordinate networks, updating the alarm threshold, and automatically issuing a fault work order before the user notices when the transmission quality of the subordinate network is lower than the threshold.

6. An apparatus for analyzing the root causes of poor business quality, characterized in that, The device includes: Decision tree generation module: This module is used to pattern the content of user complaints and the handling results of staff to generate a troubleshooting decision tree. Statistics module: Used to collect data packets on network boundary devices, and calculate the latency and packet loss rate in each direction of the network when transmitting different content based on the statistical results of the data packets; The paragraph abnormal fluctuation judgment module is used to combine the routing table snapshot in the network with traffic simulation to calculate the network path corresponding to the user complaint. It combines historical data to confirm whether there are certain paragraphs of the path whose network quality has fluctuated abnormally during the complaint period. If abnormal fluctuations exist, each paragraph is analyzed separately. The receiving-side device network quality judgment module is used to calculate whether the network quality from the receiving edge device to the receiving device has fluctuated abnormally if no abnormal fluctuations have occurred in any segment of the transmission network. If abnormal fluctuations exist, each segment is analyzed separately. The network quality judgment module for the transmitting side device is used to calculate whether the network quality from the transmitting edge device to the transmitting device has fluctuated abnormally if no abnormal fluctuations are found in the network quality of the receiving side device. If abnormal fluctuations have occurred, each segment is analyzed separately. Transmission path judgment module: If no abnormal fluctuations are found in the network quality on the sending side, it initiates multiple tag packets from the sending side edge device to the receiving side edge device and records the transmission path of the tag packets. It compares whether the transmission path of the tag packets is consistent with the transmission path of the traffic simulation. If they are inconsistent, it automatically collects the routing table of the device whose path has changed and pulls all log information of the device since the last collection to generate a log file. Transmission quality information judgment module: If the transmission path of the tag packet is consistent with the transmission path of the traffic simulation, it generates a topology display on the fault work order page based on the entire path of the transmitted tag packet and the transmission quality information of the tag packet in each segment, and displays the overall transmission quality information of the tag packet transmission process below the topology. The results generation module is used to store the entire process in the database and update the troubleshooting decision tree if the staff approves the results; otherwise, the staff selects another option and writes their troubleshooting results into the troubleshooting table.

7. The apparatus for root cause analysis of poor business quality according to claim 6, characterized in that, The statistical results described in the statistics module, combined with user complaint records, obtain the latency and packet loss of network transmission of relevant resources during the time period of user complaints, as well as the latency and packet loss of relevant resources that were not complained about. After comprehensive calculation based on historical data, the thresholds for latency and packet loss rates for different types of resources are obtained, and records that were normal during the time of complaints are excluded through data mining.

8. The apparatus for analyzing the root causes of poor business quality according to claim 6, characterized in that, The aforementioned paragraph anomaly judgment module, receiving-side device network quality judgment module, and sending-side device network quality judgment module all include: Segment congestion check module: used to calculate segment traffic, check whether the segment is congested, and if congestion is detected, associate the congestion alarm of the segment circuit and return the alarm information to the fault work order page; Simulation module: Used to simulate the transmission process using transmission queue snapshots and transmission policy snapshots if no congestion occurs. If the simulation results cause abnormal fluctuations, the simulation results are returned to the fault ticket page. Port performance check module: If the simulation results are normal or the staff rejects the root cause of the simulation results, check the relevant performance indicators of the outflow and inflow ports. If the performance indicator fluctuates abnormally compared to normal, return the corresponding port information, the abnormal fluctuation curve of the relevant indicator and the daily average curve to the fault work order page. Board performance check module: If the port performance data is normal or the staff rejects the root cause of the port abnormality, then check the relevant performance indicators of the boards where the outgoing and incoming ports are located. If the performance indicators fluctuate abnormally compared to normal, then return the corresponding board information, the abnormal fluctuation curve of the relevant indicators and the daily average curve to the fault work order page. Equipment performance check module: If the board performance data is normal or the staff rejects the root cause of the board abnormality, check the relevant performance indicators of the outgoing and incoming equipment. If the performance indicator fluctuates abnormally compared to normal, return the corresponding equipment information, the abnormal fluctuation curve of the relevant indicator and the daily average curve to the fault work order page. Document generation module: If the device port performance data is normal or the staff rejects the root cause of the device abnormality, the above troubleshooting process will be documented and attached to the fault ticket page.

9. The apparatus for root cause analysis of poor business quality according to claim 6, characterized in that, The troubleshooting results described in the results generation module are analyzed after being patterned. If the probability of similar situations occurring exceeds a threshold, the results are updated to the troubleshooting decision tree.

10. The apparatus for analyzing the root causes of poor business quality according to claim 6, characterized in that, The result generation module also needs to record the network status at the time of the complaint in the information table, exclude special complaints and abnormal complaints from non-subordinate networks, update the alarm threshold, and automatically issue a fault work order before the user notices when the transmission quality of the subordinate network is lower than the threshold.

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