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Compound service performance metric framework

  • US 10,230,592 B2
  • Filed: 03/02/2016
  • Issued: 03/12/2019
  • Est. Priority Date: 03/02/2016
  • Status: Active Grant
First Claim
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1. A system comprising:

  • one or more network interfaces configured to receive a data metrics from a plurality of communications service systems;

    a data store configured to store the data metrics received from the plurality of communications service systems;

    a processing unit comprising one or more processors; and

    a non-transitory memory communicatively coupled with and readable by the processing unit and comprising a sequence of instructions which, when executed by the one or more processors, causes the one or more processors to;

    receive data corresponding to one or more customer actions associated with one or more of a plurality of communication services provided by a communication services provider, wherein the received customer actions are associated with a first customer of a plurality of customers;

    retrieve a plurality of data metrics for the first customer via the one or more network interfaces, the data metrics retrieved from a plurality of source applications associated with the plurality of communication services provided by the communication services provider;

    execute one or more analytics processes to determine one or more correlations between the plurality of data metrics for the first customer, and the customer actions of the first customer associated with the communication services;

    based on the determined correlations, identify a first subset of the plurality of data metrics for the first customer corresponding to a compound service metric, the first subset of data metrics including at least a first data metric received from a first system associated with a first communication service, and a second data metric received from a second system associated with a second communication service;

    determine an associated weight value for each of the first subset of data metrics corresponding to the compound service metric for the first customer, wherein the weight values calculated for the first subset of data metrics are based on the determined correlations between the plurality of data metrics for the first customer and the customer actions of the first customer;

    generate the compound service metric for the first customer, using the identified first subset of the plurality of data metrics for the first customer, and the determined associated weight value for each of the first subset of data metrics;

    execute the compound service metric for the first customer to calculate a value, based on the retrieved data metrics corresponding to the first subset of data metrics associated with the first customer; and

    initiate a targeted intervention via one or more of the communication services to the first customer, based on the calculated value for the compound service metric for the first customer.

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