CN101964993B - A kind of method and system realizing user's early warning - Google Patents
A kind of method and system realizing user's early warning Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
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Abstract
The invention discloses a kind of method realizing user's early warning, comprise the early warning threshold value that user's call information is set, compare the key performance indicator value of user's call information and described early warning threshold value, when key performance index value is less than described early warning threshold value, determine that the user is early warning user.Business impression and the performance index of this user can be have found by the present invention before customer complaint, thus reduce the rate of complaints of user; In addition, when processing this customer complaint, have found ambient conditions when fault occurs, thus improve the efficiency solving user malfunction, improving the satisfaction of user.
Description
Technical Field
The invention relates to network management in the field of wireless communication, in particular to a method and a system for realizing user early warning.
Background
The wireless data service is the direction of mobile communication development in recent years, and 3G technology applications such as CDMA (code division multiple access) EVD0 (enhanced data), WCDMA (wideband code division multiple access, TDCDMA (time division synchronous code division multiple access), etc. have begun to serve the daily life of people.
The existing method for handling user complaints mainly comprises the following steps: only after the complaint of the user occurs, the related technical personnel can analyze the fault reason. Because a certain time interval exists between the fault reason analysis positioning time and the real time of the fault occurrence, and technicians are difficult to find the real situation of the wireless data when the fault occurs, the existing method for handling the complaint of the user causes that the wireless environment situation when the fault occurs can not be completely and accurately restored when handling the complaint, thereby causing the lower complaint handling efficiency; in addition, when the existing complaint processing is performed on the user, only the complaint problem of a single user can be known, but the situation of other users with the same or similar problems in a wireless environment is concerned little, namely, the user with poor service feeling or poor performance index is difficult to find before the complaint of the user, and meanwhile, whether the complaints of a plurality of users have commonalities or not is difficult to find, so that the complaints of the users with the same or similar complaint types cannot be solved uniformly, and the complaint rate of the users is improved.
Disclosure of Invention
The invention aims to provide a method and a system for realizing user early warning, which can restore the wireless environment condition when a fault occurs, can monitor the call information index of a user in real time, and find out users with poor service experience or poor performance index, namely early warning users in advance through performance analysis.
The invention discloses a method for realizing user early warning, which comprises the following steps: setting an early warning threshold value of user calling information; and comparing the key performance index value of the user calling information with the early warning threshold value, and determining the user as an early warning user when the key performance index value is smaller than the early warning threshold value.
The invention discloses a method for realizing user early warning, which also comprises the following subordinate technical characteristics:
before the method, the method further comprises the following steps: the base station system collects the user calling information; and after the call information of the user is collected, storing the collected call information when the call is ended.
Calculating a key performance indicator value for the collected call information prior to the comparing.
Before the early warning threshold value of the user calling information is set, setting an initial value of the early warning threshold, wherein the initial value of the early warning threshold is a numerical value set by an operator in advance for a user calling information performance index, or a numerical value set by a base station in advance for the user calling information performance index.
The method also comprises the step of updating the initial value of the early warning threshold, wherein the updating process comprises the step of calculating the average key performance index value of the call information of the user in a set time period, and when the average key performance index value is not less than the initial value of the early warning threshold, the average key performance index value is taken as the initial value of the early warning threshold. If the updated initial value of the early warning threshold is smaller than the initial value of the early warning threshold provided by the operator, determining that the initial value of the early warning threshold provided by the operator is used as the early warning threshold value; otherwise, the updated early warning threshold initial value is used as the early warning threshold value.
The invention also discloses a system for realizing the early warning of the user, which comprises the following steps: a calling information collecting module for collecting user calling information in wireless data service; a user performance analysis module for calculating key performance index value of the call information according to the call information collected by the information collection module; the early warning threshold updating module is used for determining an early warning threshold value; and the early warning user finding module is used for searching the early warning user according to the early warning threshold value and the key performance index value of the user calling information.
The call information acquisition module is arranged in the base station system and is also used for storing the call information when the call is finished.
Further, the system comprises an early warning user searching module used for rapidly finding the early warning user, and the early warning user searching module is arranged at the client.
According to the technical scheme provided by the invention, the method comprises the steps of setting an early warning threshold value of the call information of the user; and comparing the key performance index value of the user calling information with the early warning threshold value, and determining the user as an early warning user when the key performance index value is smaller than the early warning threshold value. By the method and the device, the service experience and the performance index of the user are found before the complaint of the user, so that the complaint rate of the user is reduced; in addition, when the complaint of the user is processed, the environmental condition when the fault occurs is found, so that the efficiency of solving the fault of the user is improved, and the satisfaction degree of the user is improved.
Drawings
FIG. 1 is a flow chart of a method of implementing user forewarning according to an embodiment of the present invention;
FIG. 2 is a flow chart of a method of implementing user forewarning in accordance with a preferred embodiment of the present invention;
fig. 3 is a block diagram of a system for implementing user warning according to an embodiment of the present invention.
Detailed Description
The invention will be described in detail hereinafter with reference to the accompanying drawings in conjunction with embodiments. It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict.
Fig. 1 is a flowchart of a method for implementing user early warning according to an embodiment of the present invention. As shown in fig. 1, the method of the present invention comprises the steps of:
step 100: user call information is collected, the call information being generated in a wireless data service.
In this step, the process of collecting the user call information may be performed in the base station system, and the base station system collects and stores the user call information when the user call is finished. The collected call information may include one or more items of information in the wireless data service, and the call information may include a user application rate, and/or a forward rate, and/or a call success rate, and/or an air interface drop rate of the wireless data service.
Step 102: and calculating key performance indexes of the call information.
In this step, according to the collected user call information, and according to a preset strategy, a key performance index of the call information is calculated, that is, the service experience of the user is evaluated. Preferably, if the user application rate of a certain user calling at a certain time is high, the call success rate is high, and the air interface drop call rate is low, the user is considered to have good service experience; on the contrary, if the call application rate of a certain user is low, the call success rate is low and the air interface drop call rate is high, the service experience of the user is considered to be poor.
Specifically, the base station system collects the number of times of success of the call information in a certain time period, the length of the time period can be preset, the call information is at least one item, and meanwhile, the number of times of failure of the call information in the time period is also collected, a specific numerical value of a key performance index of the call information in the time period can be obtained according to the number of times of success divided by the total number of times, and the calculated key performance index is used for comparing with an early warning threshold to find out an early warning user.
Step 104: and determining an early warning threshold of the call information.
The early warning threshold refers to the qualified standard of each item of information in the transmission of wireless data. If the collected call information or the call information of a certain user does not reach the early warning threshold, the wireless data transmission of the user is considered to not reach the qualified standard, namely the user is listed in an early warning user group, and attention is given to the user in the following.
The method comprises the steps of setting an early warning threshold initial value before the early warning threshold is determined, wherein the early warning threshold initial value also comprises an updating process. If the initial value of the early warning threshold is not updated, the initial value is the early warning threshold, otherwise, the early warning threshold after the updating process is the early warning threshold.
The early warning threshold initial value can be set according to the following rules: the operator using the invention sets the value of each calling information performance index of the user in advance, or provides the equipment provider of the base station system to set the value of each calling information performance index of the user in advance. Specifically, the initial value of the early warning threshold is adjusted according to the performance change of the whole network, namely, the updating process. The updating process comprises the following steps: calculating the average performance index value of the user call information, and if the average performance index value is smaller than the early warning threshold initial value, not updating; otherwise, updating the early warning threshold initial value, namely taking the average performance index value as the early warning threshold initial value.
Preferably, taking the forward speed in the user call information as an example, taking the forward speed required by the operator as an initial early warning threshold value, dynamically calculating the average forward speed of the whole network at a certain time interval, and taking the maximum value of the speed required by the operator and the average speed obtained by dynamic calculation as a new forward speed early warning gate after the calculation is completed.
Step 106: and when the key performance index of the call information is smaller than the early warning threshold, determining the user as an early warning user.
In this step, the process of determining the early warning user includes: comparing the key performance index of the certain call information calculated in the step 102 with the early warning threshold of the certain call information determined in the step 104, and if the key performance index of the call information is smaller than the early warning threshold, determining that the call information of the user does not reach the qualified standard, namely, listing the user as an early warning user.
Preferably, there are two principles for determining users below the warning threshold: firstly, all key performance indexes of the user calling information are lower than an early warning threshold, and the user is an early warning user; secondly, a certain key performance index of the user calling information is lower than the early warning threshold, and the user is an early warning user.
In a preferred implementation, subsequent processing may be performed after the process of determining the early-warning user, including: searching out the early warning user according to different requirements, and outputting the user calling information collected and stored in the database, so that the current calling information environment of the user is restored, and the searching process can be carried out at a system end or a client end. Therefore, early warning users can be found quickly, the problems of the early warning users can be solved in time, and the complaint rate of the users is reduced.
Fig. 2 is a flowchart of a method for implementing user pre-warning according to a preferred embodiment of the present invention. As shown in fig. 2, the method may include the following processes:
step 200: the calling information of the data service user in the wireless network is collected in real time through the base station system, and the calling information is stored in the database when the calling is finished.
Step 202: and preliminarily analyzing the collected call information to obtain at least one key performance index of the call information of the user.
Step 204: and determining an early warning threshold, and judging whether the early warning threshold meets an updating condition. If yes, go to step 206, otherwise go to 208 to determine the early warning user.
Step 206: if the condition for updating the early warning threshold is met, counting is carried out according to the key performance indexes of the call information of the users in the whole network, and the early warning threshold is updated.
Step 208: if the warning threshold update condition is not satisfied, go to step 210 to determine the warning threshold.
Step 210: comparing the key performance indexes of the collected user calling information with the early warning threshold, finding out users of which part or all performance indexes are lower than the early warning threshold in the calling information, and determining early warning users.
Step 212: and searching and outputting the early warning user group information so as to carry out subsequent troubleshooting or optimization processing.
Fig. 3 is a block diagram of a system for implementing user warning according to an embodiment of the present invention. As shown in fig. 3, the apparatus includes: a call information collection module 300, a user performance analysis module 302, an early warning threshold update module 304, and an early warning user discovery module 306. Wherein,
the user performance analysis module 302 calculates key performance indexes of the user call information collected by the call information collection module 300, and after the early warning threshold is determined by the early warning threshold update module 304, the early warning user discovery module 306 compares the key performance indexes with the key performance indexes obtained by the user performance analysis module 302 to determine an early warning user.
The call information collecting module 300 is configured to track information of a wireless network data service user in real time, collect call information of the user in the wireless data service, and collect and store the collected call information of the user when the call is finished.
Preferably, the call information collection module 300 is embedded in a base station system.
And the user performance analysis module 302 is used for calculating the key performance indexes of the collected call information and storing the key performance indexes into a database.
Specifically, the user performance analysis module 302 first obtains the number of times of success of the call information, then obtains the total number of times of the call information, and calculates the key performance index of the call information according to the comparison between the number of times of success of the call information and the total number of times of success of the call information.
Preferably, the user performance analysis module 302 may reside on a server.
The early warning threshold updating module 304 is configured to determine an early warning threshold, and adjust the early warning threshold according to a change of a network condition.
Specifically, the early warning threshold updating module 304 sets an early warning threshold initial value before determining the early warning threshold, where the early warning threshold initial value is a value set by an operator in advance for a performance index of the user call information, or a value set by the system in advance for the performance index of the user call information.
The updating process of the warning threshold updating module 304: firstly, calculating an average performance index value of user call information in a set time period, and if the average performance index value is smaller than an early warning threshold initial value, not updating; otherwise, updating the early warning threshold initial value.
The warning threshold update module 304 determines a warning threshold procedure: if the updated early warning threshold initial value is smaller than the early warning threshold initial value provided by the operator, determining that the early warning threshold initial value provided by the operator is used as an early warning threshold; otherwise, the updated early warning threshold initial value is used as the early warning threshold.
The warning threshold update module 304 may preferably reside on a server.
The early warning user discovery module 306 is configured to determine an early warning user according to the key performance indicator obtained from the user performance analysis module 302 and the early warning threshold of the early warning threshold update module 304. The method specifically comprises the following steps: and comparing the performance index of the call information with an early warning threshold, and if the performance index of the user is smaller than the early warning threshold, determining the user as an early warning user.
Preferably, the complaint rate is reduced by processing the complaint occurrence by the early-warning user discovery module and solving the problems of the early-warning users.
The system further comprises an early warning user searching module (not shown in fig. 3) for rapidly finding the early warning user, wherein the early warning user searching module is arranged at the client.
It will be apparent to those skilled in the art that the modules or steps of the present invention described above may be implemented by a general purpose computing device, they may be centralized on a single computing device or distributed across a network of multiple computing devices, and alternatively, they may be implemented by program code executable by a computing device, such that they may be stored in a storage device and executed by a computing device, and in some cases, the steps shown or described may be performed in an order different than that described herein, or they may be separately fabricated into individual integrated circuit modules, or multiple ones of them may be fabricated into a single integrated circuit module. Thus, the present invention is not limited to any specific combination of hardware and software.
The above description is only exemplary of the present invention and should not be taken as limiting the scope of the present invention, and any modifications, equivalents, improvements, etc. that are within the spirit and principle of the present invention should be included in the present invention.
Claims (12)
1. A method for realizing user early warning is characterized in that an early warning threshold value of user calling information is set, and the method also comprises the following steps:
comparing the key performance index value of the user calling information with the early warning threshold value, and determining the user as an early warning user when the key performance index value is smaller than the early warning threshold value; before setting an early warning threshold value of user calling information, setting an initial value of the early warning threshold value; updating the initial value of the early warning threshold, calculating the average key performance index value of the call information of the user in a set time period, and taking the average key performance index value as the initial value of the early warning threshold when the average key performance index value is not less than the initial value of the early warning threshold.
2. The method of claim 1, further comprising, prior to the method: and the base station system collects the user call information.
3. The method of claim 2, wherein after collecting the user call information, the method further comprises: and storing the collected call information when the call is ended.
4. The method of claim 2, wherein prior to the comparing, the method further comprises: and calculating the key performance index value of the collected call information.
5. The method of claim 1, wherein the initial value of the warning threshold is a value preset by an operator for a performance index of the user call information, or a value preset by a base station for a performance index of the user call information.
6. The method of claim 1, further comprising:
if the updated initial value of the early warning threshold is smaller than the initial value of the early warning threshold provided by the operator, determining that the initial value of the early warning threshold provided by the operator is used as the early warning threshold value; otherwise, the updated early warning threshold initial value is used as the early warning threshold value.
7. A system for implementing user forewarning, comprising: the system comprises a calling information acquisition module, a user performance analysis module, an early warning threshold updating module and an early warning user discovery module; wherein,
the call information acquisition module is used for acquiring user call information in the wireless data service;
the user performance analysis module is used for calculating a key performance index value of the call information according to the call information acquired by the information acquisition module;
the early warning threshold updating module is used for determining an early warning threshold value; setting an early warning threshold initial value before determining the early warning threshold value;
and the early warning user discovery module is used for searching the early warning user according to the early warning threshold value and the key performance index value of the user calling information.
8. The system of claim 7,
the calling information acquisition module is arranged in the base station system;
the call information acquisition module is also used for storing the call information when the call is finished.
9. The system of claim 7,
the early warning threshold initial value is as follows: the operator sets the value of user calling information performance index in advance, or the system sets the value of user calling information performance index in advance.
10. The system of claim 7, wherein the warning threshold updating module is further configured to:
when the updated early warning threshold initial value is smaller than the early warning threshold initial value provided by the operator, determining that the early warning threshold initial value provided by the operator is used as an early warning threshold value; and when the updated early warning threshold initial value is not less than the early warning threshold initial value provided by the operator, taking the updated early warning threshold initial value as an early warning threshold value.
11. The system of claim 7, wherein the early warning user discovery module is specifically configured to:
and comparing the performance index of the call information with an early warning threshold value, and determining the user as an early warning user when the performance index of the user is smaller than the early warning threshold value.
12. The system of claim 7, further comprising an early warning user search module for rapidly finding an early warning user, wherein the early warning user search module is provided at the client.
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| CN201010503353.5A CN101964993B (en) | 2010-10-08 | 2010-10-08 | A kind of method and system realizing user's early warning |
| PCT/CN2011/073898 WO2012045241A1 (en) | 2010-10-08 | 2011-05-10 | Method and system for implementing user early-warning |
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| CN101964993B (en) * | 2010-10-08 | 2015-12-16 | 中兴通讯股份有限公司 | A kind of method and system realizing user's early warning |
| CN102841980B (en) * | 2012-07-02 | 2016-09-07 | 华为技术有限公司 | A kind of threshold information visualization method and device |
| US9608875B2 (en) * | 2013-11-15 | 2017-03-28 | At&T Intellectual Property I, L.P. | Individually unique key performance indicator management |
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| CN101242314A (en) * | 2008-03-12 | 2008-08-13 | 华为技术有限公司 | A method and device for pre-alarming exception |
| CN101754241A (en) * | 2008-12-18 | 2010-06-23 | 中兴通讯股份有限公司 | Early warning system for wireless communication and method |
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| CN100551141C (en) * | 2007-07-10 | 2009-10-14 | 中国移动通信集团江苏有限公司 | Utilize the system and the method thereof of multimedia message receiving network early warning information |
| CN101789899A (en) * | 2009-12-21 | 2010-07-28 | 中兴通讯股份有限公司 | Network service quality analysis method and system |
| CN101964993B (en) * | 2010-10-08 | 2015-12-16 | 中兴通讯股份有限公司 | A kind of method and system realizing user's early warning |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101242314A (en) * | 2008-03-12 | 2008-08-13 | 华为技术有限公司 | A method and device for pre-alarming exception |
| CN101754241A (en) * | 2008-12-18 | 2010-06-23 | 中兴通讯股份有限公司 | Early warning system for wireless communication and method |
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