CN107612701A - A kind of processing method of QoE parameters, device and customer experience management system - Google Patents
A kind of processing method of QoE parameters, device and customer experience management system Download PDFInfo
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Abstract
The invention discloses a kind of processing method of QoE parameters, device and customer experience management system, it is related to communication technical field, method therein includes：Judge whether to need to carry out QoE parameter adjustments based on complaint event；If necessary to carry out QoE parameter adjustments, it is determined that the Key Quality Indicator KQI associated with complaining event and user behavior feature；Adjust QoE parameters corresponding with the KQI that complaint event is associated；The mapping relations established between QoE parameters and user behavior feature after adjustment, and based on the QoE parameters after mapping relations configuration adjustment.The method, apparatus and system of the present invention, to complain event to trigger QoE parameter adjustments, network data and the adaptive dynamic optimization QoE parameters of user behavior data can be combined, the sense of reality that obtained user experience quality and user can be made matches, accurate foundation is provided for subsequent network and service optimization, the service optimization lifting user satisfaction that can pass through.
Description
Technical field
The present invention relates to communication technical field, more particularly to a kind of processing method of QoE parameters, device and customer experience pipe
Reason system.
Background technology
Customer experience management (Customer Experience Management, CEM) is to improve customer experience to set out
Point, effectively hold and manage by being subject to customer experience, satisfaction and loyalty of the client to product can be improved, and finally
Lift value of the product.Current operator and communications equipment manufacturer with network performance, such as：Time delay, shake, bandwidth, error code etc.,
Foundation as network, service optimization.However, good Consumer's Experience has become the core competitiveness of operator.QoE
(Quality of Experience, Quality of experience) is that user carries with operator as the index for weighing user experience quality
During for service interaction, to a kind of subjective feeling of business as caused by user.But the interaction of user and business
It is in a kind of objective environment, the network of operator is the objective environment for having maximum effect to user and business.In the net of complexity
After introducing QoE indexs in network environment, how QoE is measured, embody internal network, quality of service and external user experience matter
Incidence relation between amount, and drive the optimization of network, business to have become the hot issue of industry with user experience quality.When with
When family demand changes, user experience quality QoE values necessarily change therewith, however, at present when calculating user QoE, QoE ginsengs
Number such as index threshold values is all to pre-set, it is impossible to which dynamic adjusts in the calculation, can not accurately reflect the Quality of experience of user.
The content of the invention
In view of this, the invention solves a technical problem be to provide a kind of processing method of QoE parameters, device with
Customer experience management system.
According to an aspect of the present invention, there is provided a kind of processing method of Quality of experience QoE parameters, including：Based on complaint
Event judges whether to need to carry out QoE parameter adjustments；If necessary to carry out QoE parameter adjustments, it is determined that with the complaint event
Associated Key Quality Indicator KQI and user behavior feature；Adjust QoE corresponding with the KQI that the complaint event is associated
Parameter；The mapping relations established between the QoE parameters after adjustment and the user behavior feature, and matched somebody with somebody based on the mapping relations
Put the QoE parameters after the adjustment.
Alternatively, it is described to determine that the KQI associated with the complaint event and user behavior feature include：Obtain with it is described
The associated network data of complaint event；The KPI associated with the complaint event is determined according to the network data；From with institute
State to choose in the associated KPI of complaint event and abnormal KPI occur；The KQI corresponding to abnormal KPI is will appear to be defined as and institute
State the associated KQI of complaint event.
Alternatively, adjustment QoE parameters corresponding with the KQI that the complaint event is associated include：
It is determined that QoE parameters corresponding with the KQI that the complaint event is associated；Calculate pre- after the QoE parameter adjustments
If value
Wherein, M be similar complaint event quantity, yiFor the KQI or KPI associated with i-th of similar complaint event
Actual value, xjFor j-th of historical sample value of QoE parameters corresponding to KQI, N is the historical sample quantity of QoE parameters,To be N number of
The average value of the historical sample quantity of QoE parameters, S are regulation coefficient, and -1≤S≤1, i and j are natural number；The QoE parameters
Including：KPI threshold values, KQI threshold values, KQI weighted values.
Alternatively, it is described to determine that the KQI associated with the complaint event and user behavior feature include：Obtain with it is described
The associated user data of complaint event；Determine that the user behavior associated with the complaint event is special according to the user data
Sign；Wherein, the user behavior feature includes：Use the type of business, the period using business, the website, simultaneously that accesses
Other business for using, complaint location, complain time, network type.
Alternatively, the mapping relations between the QoE parameters established after adjusting and the user behavior feature include：Make
The QoE value corresponding with the complaint event is determined with the QoE parameters after adjustment；If the QoE values and the complaint event
Corresponding Consumer's Experience is consistent, then the mapping relations established between the QoE parameters after adjustment and the user behavior feature.
Alternatively, it is described to judge whether to need progress QoE parameter adjustments to include based on complaint event：When the complaint received
The number of event is 1 determination QoE values corresponding with the complaint event；If the QoE value corresponding with the complaint event is not
Deteriorate, then judge whether other similar complaint events also be present with the identical period in same area, such as
Fruit is present, it is determined that needs to carry out QoE parameter adjustments.
Alternatively, it is described to judge whether to need progress QoE parameter adjustments to include based on complaint event：It is similar when what is received
Complaint event number calculates QoE values corresponding with each similar complaint event when being more than 2；If in multiple similar complaint events
The quantity deteriorated in QoE values is less than judging threshold, it is determined that the QoE corresponding with the complaint event does not occur bad
Change, it is determined that need to carry out QoE parameter adjustments.
Alternatively, methods described includes：Based on the user behavior feature arrange parameter configuration rule；Calculating QoE values
When, judge whether user data matches with the parameter configuration rule；If it does, then based on the mapping relations obtain with
QoE parameters after the adjustment corresponding to the user behavior feature, use the QoE parameter value calculation QoE values after the adjustment.
According to another aspect of the present invention, there is provided a kind of processing unit of Quality of experience QoE parameters, including：Adjustment judgement
Module, for judging whether to need to carry out QoE parameter adjustments based on complaint event；Data analysis module, for entering if desired
Row QoE parameter adjustments, it is determined that the Key Quality Indicator KQI associated with the complaint event and user behavior feature；Parameter
Adjusting module, for adjustment QoE parameters corresponding with the KQI that the complaint event is associated；Mapping settings module, for establishing
The mapping relations between QoE parameters and the user behavior feature after adjustment；Parameter configuration module, for based on the mapping
Relation configures the QoE parameters after the adjustment.
Alternatively, the data analysis module, including：Network Data Capture unit, obtain related to the complaint event
The network data of connection, the KPI associated with the complaint event is determined according to the network data；Affecting parameters determining unit,
There is abnormal KPI for being chosen from the KPI associated with the complaint event；It will appear from the KQI corresponding to abnormal KPI
It is defined as the KQI associated with the complaint event.
Alternatively, the parameter adjustment module, join for determination QoE corresponding with the KQI that the complaint event is associated
Number；Calculate the preset value after the QoE parameter adjustments
Wherein, M be similar complaint event quantity, yiFor the KQI or KPI associated with i-th of similar complaint event
Actual value, xjFor j-th of historical sample value of QoE parameters corresponding to KQI, N is the historical sample quantity of QoE parameters,To be N number of
The average value of the historical sample quantity of QoE parameters, S are regulation coefficient, and -1≤S≤1, i and j are natural number；The QoE parameters
Including：KPI threshold values, KQI threshold values, KQI weighted values.
Alternatively, the data analysis module, including：User data acquiring unit, for obtaining and the complaint event
Associated user data；Behavioral data analytic unit is related to the complaint event for being determined according to the user data
The user behavior feature of connection；Wherein, the user behavior feature includes：Use the type of business, the period using business, visit
The website asked, other business used at the same time, complaint location, complain time, network type.
Alternatively, the mapping settings module, the QoE parameters after adjustment is also used for and are determined and the complaint event phase
Corresponding QoE values；If QoE values Consumer's Experience corresponding with the complaint event is consistent, the QoE established after adjustment joins
Several mapping relations between the user behavior feature.
Alternatively, the adjustment judging module be specifically used for when the number of complaints event received for 1 determination with it is described
QoE values corresponding to complaint event；If the QoE value corresponding with the complaint event does not deteriorate, judge in same zone
Whether also have in the presence of other similar complaint events with the identical period in domain, if it is present determining to need to carry out QoE
Parameter adjustment.
Alternatively, the adjustment judging module is specifically used for calculating when the similar complaint event number received is more than 2
QoE values corresponding with each similar complaint event；If the quantity deteriorated in the QoE values of multiple similar complaint events
Less than judging threshold, it is determined that the QoE corresponding with the complaint event is not deteriorated, it is determined that need to carry out QoE ginsengs
Number adjustment.
Alternatively, parameter configuration module, for based on the user behavior feature arrange parameter configuration rule；Calculating
During QoE values, judge whether user data matches with the parameter configuration rule；If it does, then it is based on the mapping relations
QoE parameters after the acquisition adjustment corresponding with the user behavior feature, use the QoE parameter value calculations after the adjustment
QoE values.
According to another aspect of the invention, there is provided a kind of customer experience management system, including QoE parameters as described above
Processing unit.
Processing method, device and the customer experience management system of the QoE parameters of the present invention, to complain event triggering QoE ginsengs
Number adjustment, network data and the adaptive dynamic optimization QoE parameters of user behavior data can be combined, obtained user's body can be made
The amount of checking the quality matches with the sense of reality of user.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is the required accompanying drawing used in technology description to be briefly described, it should be apparent that, drawings in the following description are only
Some embodiments of the present invention, for those of ordinary skill in the art, without having to pay creative labor, also
Other accompanying drawings can be obtained according to these accompanying drawings.
Fig. 1 is the schematic flow sheet according to one embodiment of the processing method of the QoE parameters of the present invention；
Fig. 2 is the schematic flow sheet according to another embodiment of the processing method of the QoE parameters of the present invention；
Fig. 3 is the interacting message in each stage using mobile terminal accessing webpage and time-consuming schematic diagram；
Fig. 4 is the module diagram according to one embodiment of the processing unit of the QoE parameters of the present invention；
Fig. 5 is the module of the data analysis module in one embodiment according to the processing unit of the QoE parameters of the present invention
Schematic diagram.
Embodiment
The present invention is described more fully with reference to the accompanying drawings, wherein illustrating the exemplary embodiment of the present invention.Under
The accompanying drawing that face will be combined in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is clearly and completely described, and shows
So, described embodiment is only part of the embodiment of the present invention, rather than whole embodiments.Based on the reality in the present invention
Example is applied, the every other embodiment that those of ordinary skill in the art are obtained under the premise of creative work is not made, is all belonged to
In the scope of protection of the invention.Many descriptions are carried out to technical scheme with reference to each figure and embodiment.
Fig. 1 be according to the present invention QoE parameters processing method one embodiment schematic flow sheet, as shown in Figure 1：
Step 101, judge whether to need to carry out QoE parameter adjustments based on complaint event.
The QoE parameters of the present invention is carry out the parameter used during QoE calculating, for example, the ginseng used in QoE computation models
Number etc..QoE parameters be included in QoE calculate used in influence coefficient, threshold values, weight etc..
Step 102, if necessary to carry out QoE parameter adjustments, it is determined that the Key Quality Indicator associated with complaining event
KQI and user behavior feature.
KQI (Key Quality Index, Key Quality Indicator) can be used for the quality for weighing quality of service, be to be based on
Service and the quality index of application.For example, the KQI to web page browsing class business has opening duration, perceives speed, integrality etc..
KQI values have incidence relation with QoE values, have a variety of algorithm for realizing KQI to QoE, rule or mapping methods, QoE parameters include
KQI used in QoE calculating influences coefficient, KQI threshold values, KQI weights etc..
Step 103, the corresponding QoE parameters of the adjustment KQI associated with complaining event, the QoE parameters established after adjustment and
Mapping relations between user behavior feature.
Step 104, based on the QoE parameters after mapping relations configuration adjustment.
The processing method of QoE parameters in above-described embodiment, QoE parameters can be optimized and establish the QoE parameters of optimization with
Mapping relations between user behavior feature, when meeting condition corresponding to user behavior feature, by the QoE parameter configurations of optimization
Calculated to QoE models, the sense of reality that can make obtained user experience quality and user matches, and optimizes for follow-up business
Accurate foundation is provided.
QoE is that the telecommunication service used based on user is obtained, and when receiving customer complaint event, that is, represents the Consumer's Experience
Bad, user experience quality should represent to deteriorate, and whether the QoE values for judging to calculate deteriorate, if deteriorated, represent user
Actual experience and system obtain result be it is consistent, it is inconsistent, need to be adjusted the parameter in QoE models so that using adjusting
The QoE that QoE parameters after whole calculate is consistent with user's actual experience.
For example, QoE values corresponding with complaint event are determined when receiving 1 and complaining event, if with complaining event phase
Corresponding QoE values do not deteriorate, determine whether in same area and whether also have in the identical period exist it is other
Similar complaint event, if it is present explanation be not isolated complaint event, the QoE values currently calculated can not be anti-
Reflect real user's impression, it is determined that need to carry out QoE parameter adjustments.Similar complaint event refers to the rule judgment based on setting
Event is complained for type identical, for example, low complaint event of the slow complaint event of networking speed, percent of call completed etc..
QoE values corresponding with each similar complaint event are calculated when receiving similar complaint event number more than 2, if
The quantity deteriorated in the QoE values of multiple similar complaint events is less than judging threshold, it is determined that with complaining event phase
Corresponding QoE is not deteriorated, and the QoE values currently calculated can not reflect real user's impression, it is necessary to carry out QoE ginsengs
Number adjustment.
In one embodiment, the standard of QoE deteriorations sets according to the expectation of user and can do one to user experience quality
Individual qualitative classification, experience good (100%-75%), experience general (75%-50%), experience poor (50%-0), it is considered that
Complaint event will not occur in the case that experience is good.
The network data associated with complaining event is obtained, the KPI associated with complaining event is determined according to network data
(Key Performance Indicator, Key Performance Indicator), selection appearance is different from the KPI associated with complaining event
Normal KPI, based on KPI and KQI mapping relations, will appear from the KQI corresponding to abnormal KPI be defined as it is related to complaint event
The KQI of connection.
For example, slow complaint event of being surfed the Net according to the user of reception, it is determined that cause the slow KPI indexs of user's networking speed,
Analyze access duration (duration, request access duration are established in connection), dns resolution duration, the HTTP being related to and establish the KPI such as duration
Performance indications.It is determined that have abnormal KPI performance indications, such as：It is different to judge whether access duration is abnormal, whether dns resolution occurs
Often, HTTP establishes whether duration exception etc. occurs.The webpage for needing to adjust according to corresponding to being determined the KPI of exception opens duration
KQI, for the KQI to be adjusted, QoE parameters corresponding to KQI in QoE models are adjusted, QoE parameters include：Corresponding KPI threshold values, KQI
The weight of threshold values, KQI in QoE models etc..
In one embodiment, determine that the KPI associated with complaint event establishes duration for connection according to network data
600ms, dns resolution duration 100ms, HTTP establish duration 200ms.Determined according to corresponding relation corresponding with above-mentioned 4 KPI
KQI is that webpage opens duration, and webpage opens duration=600+100+200=900ms.
Customer complaint webpage is opened slowly, and has multiple similar complaint events in the same area, similar time point.Root
The QoE that these users are obtained according to QoE model measurements is not deteriorated, then needs this KQI to webpage opening duration to divide
Analysis, adjustment.
Assuming that the KQI threshold values is arranged to 2000ms in preset QoE parameters, more than actual measured value 900ms, Er Qiegen
The QoE for the user being calculated according to QoE models is simultaneously not completely deteriorated, then needs the QoE parameters to the KQI indexs, such as KPI valves
Value, KQI threshold values, KQI weighted values are adjusted.
It is determined that after QoE parameters corresponding with the KQI that complaint event is associated, the preset value after QoE parameter adjustments is calculated
Wherein, xnewFor the preset value after QoE parameter adjustments, for example, in QoE models parameter corresponding with KQI it is default
Value.M be similar complaint event quantity, yiFor the KQI or KPI associated with i-th of similar complaint event actual value.According to
Specific QoE models, the adjustment of QoE parameters can be carried out according to KQI or KPI actual value.
xjFor j-th of historical sample value of QoE parameters corresponding to KQI, N is the historical sample quantity of QoE parameters,To be N number of
The average value of the historical sample quantity of QoE parameters, S are regulation coefficient, and -1≤S≤1, i and j are natural number.QoE parameter bags
Include：KPI threshold values, KQI threshold values, KQI weighted values etc., it can be adjusted correspondingly according to KQI and QoE mapping relations.
For example, there are 10 complaint events slow on networking speed in the same area and period, 10 throwings are obtained respectively
Tell that the webpage of event opens duration KQI (or KPI) actual value or measured value.KQI threshold values goes through in 20 QoE models of acquisition
History sample data, S are regulation coefficient, and [- 1,1], S adjustment amplitudes are according to measurement of the KQI threshold values above or below report user
Value, if greater than measured value, S is positive number, conversely, being then negative.Webpage opens QoE parameters corresponding to duration KQI, such as KQI
Threshold values is 2000ms, and less than 900ms, S specific value matches with current measurement value, if S is 0.02.By data bring into equation 1 above-
1 preset value determined after QoE parameter adjustments, for example, determining QoE parameters, i.e., webpage opens the initial of duration KQI new threshold values
It is worth for 900.11ms.For other QoE parameters corresponding with KQI, such as KPI threshold values, KQI weights etc., can accordingly be adjusted
It is whole, these parameters are reset in QOE models.
The user data associated with complaining event is obtained, the user associated with complaining event is determined according to user data
Behavioural characteristic.User behavior feature includes：Used simultaneously using the type of business, using the period of business, the website of access
Other business, complaint location, complain time, network type etc..After new QOE parameters are obtained, user behavior feature is established
With the mapping relations of new QOE parameters, that is, establish between QoE parameters corresponding with KQI, type of service, user type etc.
Mapping relations.
The QoE value corresponding with complaining event is determined using the QoE parameters after adjustment, if QoE values are with complaining event pair
The Consumer's Experience answered is consistent, then the mapping relations established between QoE parameters and user behavior feature after adjustment.For example, when meter
When calculating QOE, new QoE parameters are used, it is assumed that QoE span is 0-10, and QoE values are that 0 explanation Consumer's Experience is worst, QoE
It is worth and illustrates that Consumer's Experiences are best for 10, the QoE values for the complaint event obtained using new QoE parameters is 7, illustrate user
Experience bad, the Consumer's Experience of reflection is experienced consistent with user to the actual user of product (or business).
When calculating QoE values, judge whether the user data associated with carrying out QoE matches with user behavior feature,
If it does, then based on QoE parameters after mapping relations acquisition adjustment corresponding with user behavior feature, the QoE after adjustment is used
Parameter value calculation QoE values.
For example, user behavior feature includes the morning peak time on working day 7:00-8:00th, subway X lines are taken, use movement
Business of networking.When calculating QOE, when the user data associated with carrying out QoE evaluation and tests is with this user behavior characteristic matching, make
Calculated with new QoE parameters, for example, it is 900.11ms that configuration webpage, which opens duration threshold values, in QoE models.
The processing method of QoE parameters in above-described embodiment, it is determined that QoE corresponding with the complaint event not yet occur it is bad
Start QoE Optimizing Flows during change, analysis triggers KPI, KQI and user behavior feature of the complaint event, according to analysis result
Optimize QoE parameters, and the mapping relations established between the QoE parameters of optimization and user behavior feature, meet user behavior spy
Corresponding to sign during condition configuration optimization QoE parameter configurations, user experience quality is matched with the sense of reality of user, be follow-up
Service optimization provides accurate foundation.
Fig. 2 is according to the schematic flow sheet of another embodiment of the processing method of the QoE parameters of the present invention, such as Fig. 2 institutes
Show：
Step 201, user data, network data are gathered.
Offer log server gathers the user data of different user in real time and each user is used corresponding to business
Network data, and mapping relations between settling time, user's mark, user data, type of service and network data and deposit
Storage.
Step 202, the complaint event that user sends is received.
Complaint event can be the complaint event for same type of service or the complaint in the setting time cycle
Event, or the complaint event in a time cycle is periodically obtained, selection wherein belongs to the complaint thing of same type of service
Part.
Step 203, judge whether QoE corresponding with the complaint event deteriorates.
When the number of the complaint event received is 1, it is determined that whether QoE corresponding to the complaint event deteriorates.
Assuming that QoE span is 0-10, QoE values are that 0 explanation Consumer's Experience is worst, and QoE values are that 10 explanation Consumer's Experiences are best.It is logical
It is 9 to cross the QoE values for the complaint event that QoE models are calculated, and illustrates that Consumer's Experience is good, but receives user's hair
The complaint event sent then illustrates that the real experiences of user are poor, i.e., the Consumer's Experience that customer experience management system is reflected with
Relatively large deviation be present in actual user experience of the user to product (or business).
If user QoE corresponding to the complaint event is not completely deteriorated, judge that nearby users whether there is similar throwing with the period
Tell, if there is multiple similar complaints, then trigger QoE parameter adjustment flows, if belonging to case, continue executing with step 201.
If the number of the complaint event obtained is multiple, it is determined that whether QoE corresponding to each complaint event deteriorates,
When the ratio of the quantity that QoE is not yet deteriorated and the number for complaining event is more than setting threshold value, determine that the type is complained
QoE is not yet deteriorated corresponding to event.Such as：Same type of complaint event package contains 10, wherein, 8 complaint events pair
The QoE answered is not yet deteriorated, and QoE corresponding to 2 complaint events is deteriorated, then is determined corresponding to the type complaint event
QoE is not yet deteriorated, then triggers QoE parameter adjustments.
Step 204, if user QoE corresponding to the complaint event is not completely deteriorated, QoE parameter adjustments are triggered.
Step 206, the network data associated with the complaint event is analyzed.
The network data associated with the complaint event is obtained from log server.Network data includes transmission link number
According to, network load status data, user access network data etc..Probe mode can also be used to have a common boundary in wireless network and core net
Place, positioning obtains the network data for triggering the complaint event, it is determined that triggering the abnormal KPI of the complaint event.
As shown in figure 3, to complain event slow as mobile Internet access speed, phenomenon is to be said exemplified by webpage opening time is grown
It is bright.It is determined that long pointer when the network performance index KPI for causing user's networking speed slow is, that is, analyze the access duration being related to,
Including：Connection establishes duration, request access duration, dns resolution duration, HTTP and establishes duration etc..
It is determined that have abnormal performance indications, such as：Judge to access whether duration abnormal, dns resolution whether occur it is abnormal,
HTTP establishes whether duration exception etc. occurs.Judge that abnormal mode can be according between actually used duration and predetermined threshold value
Comparative result determines, other manner can also be used to determine.According to corresponding to the KPI of exception determines influence user experience quality
KQI, such as：First packet response time.
Step 211, the associated user data of the complaint event is obtained, analyzes user behavior data.
Obtain the user data associated with the complaint event from log server, user data including the time, position,
Business that user is initiated, type of service etc..Probe mode can be used to draw in wireless network and core net intersection, positioning acquisition
Send out the user behavior data of the complaint event.
User behavior feature includes：Type of service that user uses in special time period, the website accessed, user are sending
Other business used at the same time, the network for triggering the place that the business complained uses to be used with period, user during complaint event
Type etc..Such as the user behavior characteristic shown in table 1 below：
Table 1- and the user behavior characteristic table for complaining event correlation
For example, determine that user initiates the period complained, e.g. 7 points of morning on working day extremely from the user data of acquisition
8 points.Analyze user job 7 points to 8 points of the historical behavior data in morning obtained.User is used on mobile for 7 points to 8 points in the morning
The frequency of network service is higher；User also uses file downloading service in the business that experience is complained；User is in the vehicles
The probability of middle initiation complaint event is bigger；The network that user selects to use when sending complaint event is LTE nets etc..
Step 212, the mapping relations established between the QoE parameters after adjustment and the user behavior feature.
Step 207, QoE parameter adjustments are carried out.
The KQI obtained according to analysis, adjust QoE parameters corresponding to KQI in QoE models.Such as：Influence coefficient, threshold value,
KPI threshold values between weighted value, application layer and Access Layer etc..Here adjustment can be fine setting, exception occur for example, calculating
Time parameter and given threshold difference, utilize difference determine adjustment variable.KQI pairs is heightened or turns down using variable is adjusted
The QoE parameters answered.For the KQI to be adjusted, adjusting QoE parameters, parameter corresponding to KQI in QoE models includes：Corresponding KPI valves
Value, KQI threshold values, KQI weights etc..
Adjusting parameter preset value is calculated according to parameters described below Tuning function:
Y is similar report user's measured value or currency, and M is similar report user's number, and x is parameters history value, and N is history
Sample number, S are regulation coefficient.Using the QoE parameters after adjustment, QoE corresponding to complaint event is calculated.
Step 209, judge whether QoE degradations match with complaint event, if it is, into step 210, if
It is no, then return to step 207.
The QoE corresponding with complaint event being calculated using the QoE parameters after adjusting is experienced with actual user and carried out
Compare, if QoE corresponding with complaint event is consistent with actual user's experience comparative result, performs step 212, establish KQI pairs
Mapping relations between the QoE parameters answered, type of service, user type etc..
If QoE corresponding to the complaint event being calculated and actual user's experience comparative result are inconsistent, jump procedure
207, continue adjusting parameter, until being used using the QoE corresponding with complaint event that the QoE parameters after adjustment are calculated with actual
Family experience comparative result is consistent.
Step 210, QoE parameters are configured according to mapping relations.
After the mapping relations between establishing the QoE parameters and user behavior feature after adjusting, meeting user behavior spy
During the condition of sign, give the QoE parameter configurations after adjustment to user's sensor model according to the mapping relations, make user's sensor model excellent
Change QoE parameters.
For example, when calculating the QoE for the page business that surfs the web for certain user, type of service as user, on
The characteristics such as net time, place match with the user behavior feature stored in system, are obtained according to mapping relations with being
The QoE parameters being adjusted that the user behavior feature stored in system is associated, this QoE parameter is substituted into QoE models and carried out
Calculate.
The processing method of QoE parameters in above-described embodiment, network data and user behavior data can be combined, adaptively
Dynamic optimization QoE model parameters so that the user experience quality that the QoE models after optimization are calculated and user's sense of reality phase
Matching, accurate foundation is provided for subsequent network and service optimization, the service optimization lifting user satisfaction that can pass through, obtained more
Big economic benefit.
As shown in figure 4, the present invention provides a kind of processing unit 40 of QoE parameters, including：Adjust judging module 41, data
Analysis module 42, parameter adjustment module 43, mapping settings module 44 and parameter configuration module 45.Judging module 41 is adjusted to be based on throwing
The event of telling judges whether to need to carry out QoE parameter adjustments.Data analysis module 42 is if necessary to carry out QoE parameter adjustments, then really
The fixed Key Quality Indicator KQI associated with complaining event and user behavior feature.
The adjustment of parameter adjustment module 43 QoE parameters corresponding with the KQI that complaint event is associated.Mapping settings module 44 is built
The mapping relations between QoE parameters and user behavior feature after vertical adjustment.Parameter configuration module 45 is based on the mapping relations
Configure the QoE parameters after the adjustment.
As shown in figure 5, data analysis module 42 includes：Network Data Capture unit 421, affecting parameters determining unit 422,
User data acquiring unit 423 and behavioral data analytic unit 424.Network Data Capture unit 421 is obtained with complaining event phase
The network data of association, the KPI associated with complaining event is determined according to network data.Affecting parameters determining unit 422 from
Chosen in the associated KPI of complaint event and abnormal KPI occur, will appear from the KQI corresponding to abnormal KPI and be defined as and complain
The associated KQI of event.
User data acquiring unit 423 obtains the user data associated with complaining event.Behavioral data analytic unit 424
The user behavior feature associated with complaining event is determined according to user data.Wherein, user behavior feature includes：Use business
Type, use business period, access website, other business used at the same time, complaint location, complain the time, network
Type etc..
The determination of parameter adjustment module 43 QoE parameters corresponding with the KQI that complaint event is associated, calculate QoE parameter adjustments
Preset value afterwards
Wherein, M be similar complaint event quantity, yiFor the KQI or KPI associated with i-th of similar complaint event
Actual value, xjFor j-th of historical sample value of QoE parameters corresponding to KQI, N is the historical sample quantity of QoE parameters,To be N number of
The average value of the historical sample quantity of QoE parameters, S are regulation coefficient, and -1≤S≤1, i and j are natural number；QoE parameter bags
Include：KPI threshold values, KQI threshold values, KQI weighted values.
Mapping settings module 44 determines the QoE value corresponding with complaining event using the QoE parameters after adjustment, if QoE
Value Consumer's Experience corresponding with complaint event is consistent, then the mapping established between QoE parameters and user behavior feature after adjustment
Relation.
Adjustment judging module 41 determines corresponding with complaint event QoE values when receiving 1 and complaining event, if with throwing
Tell that the corresponding QoE values of event do not deteriorate, then judge whether also have presence in same area and in the identical period
Other similar complaint events, if it is present adjustment judging module 41 determines to need to carry out QoE parameter adjustments.
Adjustment judging module 41 calculates and each similar complaint event pair when receiving similar complaint event number more than 2
The QoE values answered, if the quantity deteriorated in the QoE values of multiple similar complaint events is less than judging threshold, really
The fixed QoE corresponding with complaint event is not deteriorated, then adjusts judging module 41 and determine to need to carry out QoE parameter adjustments.
Parameter configuration module 45 is based on user behavior feature arrange parameter configuration rule, when calculating QoE values, judges user
Whether data match with parameter configuration rule, if it does, then being obtained based on mapping relations corresponding with user behavior feature
QoE parameters after adjustment, use the QoE parameter value calculation QoE values after adjustment.
In one embodiment, the present invention provides a kind of customer experience management system, includes the processing of QoE parameters as above
Device.
Processing method, device and the customer experience management system of QoE parameters in above-described embodiment, to complain event to touch
QoE parameter adjustment flows are sent out, network data and the adaptive dynamic optimization QoE parameters of user behavior data can be combined so that excellent
The user experience quality that QoE models after change are calculated matches with user's sense of reality, is subsequent network and service optimization
Accurate foundation is provided, is preferably applied for the optimization of network and business, the service optimization lifting user satisfaction that can pass through, is taken
Obtain bigger economic benefit.
The method and system of the present invention may be achieved in many ways.For example, can by software, hardware, firmware or
Software, hardware, firmware any combinations come realize the present invention method and system.The said sequence of the step of for method is only
Order described in detail above is not limited in order to illustrate, the step of method of the invention, is especially said unless otherwise
It is bright.In addition, in certain embodiments, the present invention can be also embodied as recording program in the recording medium, these programs include
For realizing the machine readable instructions of the method according to the invention.Thus, the present invention also covering storage is used to perform according to this hair
The recording medium of the program of bright method.
Description of the invention provides for the sake of example and description, and is not exhaustively or by the present invention
It is limited to disclosed form.Many modifications and variations are obvious for the ordinary skill in the art.Select and retouch
State embodiment and be to more preferably illustrate the principle and practical application of the present invention, and one of ordinary skill in the art is managed
The present invention is solved so as to design the various embodiments with various modifications suitable for special-purpose.
Claims (17)
- A kind of 1. processing method of Quality of experience QoE parameters, it is characterised in that including：Judge whether to need to carry out QoE parameter adjustments based on complaint event；If necessary to carry out QoE parameter adjustments, it is determined that the Key Quality Indicator KQI and user associated with the complaint event Behavioural characteristic；Adjust QoE parameters corresponding with the KQI that the complaint event is associated, and the QoE parameters established after adjustment and the use Mapping relations between the behavioural characteristic of family；The QoE parameters after the adjustment are configured based on the mapping relations.
- 2. the method as described in claim 1, it is characterised in that described to determine that the KQI associated with the complaint event includes：Obtain the network data associated with the complaint event；The KPI associated with the complaint event is determined according to the network data；Chosen from the KPI associated with the complaint event and abnormal KPI occur；It will appear from the KQI corresponding to abnormal KPI and be defined as the KQI associated with the complaint event.
- 3. method as claimed in claim 2, it is characterised in that adjust QoE corresponding with the KQI that the complaint event is associated Parameter includes：It is determined that QoE parameters corresponding with the KQI that the complaint event is associated；Calculate the preset value after the QoE parameter adjustments<mrow> <msub> <mi>x</mi> <mrow> <mi>n</mi> <mi>e</mi> <mi>w</mi> </mrow> </msub> <mo>=</mo> <mo>|</mo> <mfrac> <mn>1</mn> <mi>M</mi> </mfrac> <munderover> <mo>&Sigma;</mo> <mrow> <mi>i</mi> <mo>=</mo> <mn>1</mn> </mrow> <mi>M</mi> </munderover> <msub> <mi>y</mi> <mi>i</mi> </msub> <mo>-</mo> <mi>S</mi> <mo>&times;</mo> <msqrt> <mrow> <mfrac> <mn>1</mn> <mi>N</mi> </mfrac> <munderover> <mo>&Sigma;</mo> <mrow> <mi>j</mi> <mo>=</mo> <mn>1</mn> </mrow> <mi>N</mi> </munderover> <msup> <mrow> <mo>(</mo> <msub> <mi>x</mi> <mi>j</mi> </msub> <mo>-</mo> <mover> <mi>x</mi> <mo>&OverBar;</mo> </mover> <mo>)</mo> </mrow> <mn>2</mn> </msup> </mrow> </msqrt> <mo>|</mo> <mo>;</mo> </mrow>Wherein, M be similar complaint event quantity, yiFor the KQI or KPI associated with i-th of similar complaint event reality Value, xjFor j-th of historical sample value of QoE parameters corresponding to KQI, N is the historical sample quantity of QoE parameters,Join for N number of QoE The average value of several historical samples, S are regulation coefficient, and -1≤S≤1, i and j are natural number；The QoE parameters include：KPI Threshold values, KQI threshold values, KQI weighted values.
- 4. the method as described in claim 1, it is characterised in that described to determine the user behavior associated with the complaint event Feature includes：Obtain the user data associated with the complaint event；The user behavior feature associated with the complaint event is determined according to the user data；Wherein, the user behavior feature includes：Use the type of business, the period using business, the website, simultaneously that accesses Other business for using, complaint location, complain time, network type.
- 5. the method as described in claim 1, it is characterised in that the QoE parameters established after adjusting and the user behavior Mapping relations between feature include：The QoE value corresponding with the complaint event is determined using the QoE parameters after adjustment；If QoE values Consumer's Experience corresponding with the complaint event is consistent, establish adjustment after QoE parameters with it is described Mapping relations between user behavior feature.
- 6. the method as described in claim 1, it is characterised in that described to judge whether to need to carry out QoE ginsengs based on complaint event Number adjustment includes：QoE values corresponding with the complaint event are determined when the number of the complaint event received is 1；If the QoE value corresponding with the complaint event does not deteriorate, judge in same area and the identical time Whether also have in section and other similar complaint events be present, if it is present determining to need to carry out QoE parameter adjustments.
- 7. the method as described in claim 1, it is characterised in that described to judge whether to need to carry out QoE ginsengs based on complaint event Number adjustment includes：QoE values corresponding with each similar complaint event are calculated when the similar complaint event number received is more than 2；If the quantity deteriorated in the QoE values of multiple similar complaint events is less than judging threshold, it is determined that with institute State the corresponding QoE of complaint event not deteriorate, it is determined that need to carry out QoE parameter adjustments.
- 8. the method as described in claim 1 to 7 any one, it is characterised in that described based on mapping relations configuration institute Stating the QoE parameters after adjustment includes：Based on the user behavior feature arrange parameter configuration rule；When calculating QoE values, judge whether user data matches with the parameter configuration rule；If it does, then being based on the mapping relations obtains QoE parameters after the adjustment corresponding with the user behavior feature, Use the QoE parameter value calculation QoE values after the adjustment.
- A kind of 9. processing unit of Quality of experience QoE parameters, it is characterised in that including：Judging module is adjusted, for judging whether to need to carry out QoE parameter adjustments based on complaint event；Data analysis module, for if necessary to carry out QoE parameter adjustments, it is determined that the key associated with the complaint event Quality index KQI and user behavior feature；Parameter adjustment module, for adjustment QoE parameters corresponding with the KQI that the complaint event is associated；Mapping settings module, for establishing the mapping relations between QoE parameters and the user behavior feature after adjusting；Parameter configuration module, for configuring the QoE parameters after the adjustment based on the mapping relations.
- 10. device as claimed in claim 9, it is characterised in that：The data analysis module, including：Network Data Capture unit, for obtaining the network data associated with the complaint event, according to the network data It is determined that the KPI associated with the complaint event；Affecting parameters determining unit, there is abnormal KPI for being chosen from the KPI associated with the complaint event；It will go out Now the KQI corresponding to abnormal KPI is defined as the KQI associated with the complaint event.
- 11. device as claimed in claim 10, it is characterised in that：The parameter adjustment module, for determination QoE parameters corresponding with the KQI that the complaint event is associated；Described in calculating Preset value after QoE parameter adjustments<mrow> <msub> <mi>x</mi> <mrow> <mi>n</mi> <mi>e</mi> <mi>w</mi> </mrow> </msub> <mo>=</mo> <mo>|</mo> <mfrac> <mn>1</mn> <mi>M</mi> </mfrac> <munderover> <mo>&Sigma;</mo> <mrow> <mi>i</mi> <mo>=</mo> <mn>1</mn> </mrow> <mi>M</mi> </munderover> <msub> <mi>y</mi> <mi>i</mi> </msub> <mo>-</mo> <mi>S</mi> <mo>&times;</mo> <msqrt> <mrow> <mfrac> <mn>1</mn> <mi>N</mi> </mfrac> <munderover> <mo>&Sigma;</mo> <mrow> <mi>j</mi> <mo>=</mo> <mn>1</mn> </mrow> <mi>N</mi> </munderover> <msup> <mrow> <mo>(</mo> <msub> <mi>x</mi> <mi>j</mi> </msub> <mo>-</mo> <mover> <mi>x</mi> <mo>&OverBar;</mo> </mover> <mo>)</mo> </mrow> <mn>2</mn> </msup> </mrow> </msqrt> <mo>|</mo> <mo>;</mo> </mrow>Wherein, M be similar complaint event quantity, yiFor the KQI or KPI associated with i-th of similar complaint event reality Value, xjFor j-th of historical sample value of QoE parameters corresponding to KQI, N is the historical sample quantity of QoE parameters,Join for N number of QoE The average value of several historical samples, S are regulation coefficient, and -1≤S≤1, i and j are natural number；The QoE parameters include：KPI Threshold values, KQI threshold values, KQI weighted values.
- 12. device as claimed in claim 9, it is characterised in that：The data analysis module, including：User data acquiring unit, for obtaining the user data associated with the complaint event；Behavioral data analytic unit, for determining that the user behavior associated with the complaint event is special according to the user data Sign；Wherein, the user behavior feature includes：Use the type of business, the period using business, the website, simultaneously that accesses Other business for using, complaint location, complain time, network type.
- 13. device as claimed in claim 9, it is characterised in that：The mapping settings module, it is also used for the QoE parameters after adjustment and determines the QoE corresponding with the complaint event Value；If QoE values Consumer's Experience corresponding with the complaint event is consistent, establish adjustment after QoE parameters with it is described Mapping relations between user behavior feature.
- 14. device as claimed in claim 9, it is characterised in that：The adjustment judging module is specifically used for when the number of the complaint event received is corresponding with the complaint event for 1 determination QoE values；If the QoE value corresponding with the complaint event does not deteriorate, judge in same area and identical Whether also have in period and other similar complaint events be present, if it is present determining to need to carry out QoE parameter adjustments.
- 15. device as claimed in claim 9, it is characterised in that：The adjustment judging module is specifically used for calculating when the similar complaint event number received is more than 2 and each similar throwing Tell QoE values corresponding to event；If the quantity deteriorated in the QoE values of multiple similar complaint events is less than decision threshold Value, it is determined that the QoE corresponding with the complaint event is not deteriorated, it is determined that need to carry out QoE parameter adjustments.
- 16. device as claimed in claim 9, it is characterised in that：The parameter configuration module, for based on the user behavior feature arrange parameter configuration rule；When calculating QoE values, Judge whether user data matches with the parameter configuration rule；If it does, then based on mapping relations acquisition and institute QoE parameters after the adjustment corresponding to user behavior feature are stated, use the QoE parameter value calculation QoE values after the adjustment.
- A kind of 17. customer experience management system, it is characterised in that：Include the processing unit of the QoE parameters as described in any one of claim 9 to 16.
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