COMPOUND SERVICE PERFORMANCE METRIC FRAMEWORK

• US 20170257285A1
• Filed: 03/02/2016
• Published: 09/07/2017
• Est. Priority Date: 03/02/2016
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle Deutschland BV& Company KG (Oracle Corporation)
• Inventors: Scholz, Hendrik
• Granted Patent: US 10,230,592 B2
• Time in Patent Office: Days
• CPC Class Codes: H04L 41/5032 Generating service level reports

Abstract

Techniques described herein include determining, maintaining, and applying compound service performance metrics, based on data metrics from a plurality of different services. Service-specific data metrics may be received from a plurality of different communication services offered by a service provider, for example, Internet service, voice service, video service, SMS service, etc. Different combinations, relationships, and weighting factors for the data metrics may be defined and stored for each compound performance metric. Compound performance metrics may be defined, including for example, compound customer sentiment metrics, compound customer value metrics, and/or compound customer resource usage metrics. In some cases, machine-learning and/or analytics may be performed using service-specific data metrics and corresponding customer actions, in order to determine correlations between particular combinations of data metrics and customer actions.

Claims

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 a plurality of data metrics via the one or more network interfaces, the data metrics received from a plurality of source applications associated with a plurality of different communication services provided by a communication services provider to a plurality of customers;

identify a first subset of the plurality of data metrics 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;

retrieve, for a first customer of the communication services provider, data from the one or more data stores corresponding to the first subset of data metrics associated with the first customer; and

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

2. The system of claim 1, wherein the data store is configured to implement a TM Forum Information Framework (SID) standard and includes a third-normal form schema, and wherein the data store is configured to receive and integrate data metrics from a plurality of source applications corresponding to the plurality of communication services.

3. The system of claim 1, further comprising:

a network monitor device configured to monitor communication attempts and data transmissions for one or more of the communication services provided to the first customer, wherein at least one of the first subset of data metrics is based on data received from the network monitor device.

4. The system of claim 1, the non-transitory memory further comprising instructions which, when executed by the one or more processors, causes the one or more processors to:

receive, from a client device via the one or more network interfaces, user input data identifying the first subset of data metrics corresponding to the compound service metric.

5. The system of claim 1, the non-transitory memory further comprising instructions which, when executed by the one or more processors, causes the one or more processors to:

determine an associated weight value for each of the first subset of data metrics corresponding to the compound service metric, wherein the value calculated for the compound service metric for the first customer is based on the associated weight value for each of the first subset of data metrics.

6. The system of claim 5, the non-transitory memory further comprising 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 relating to one or more of the communication services and detected after the determination of the associated weight value for each of the first subset of data metrics;

execute one or more analytics processes to determine one or more correlations between the plurality of data metrics and the customer actions taken relating to the communication services; and

update the associated weight value for each of the first subset of data metrics, based on the correlations determined via the analytics processes.

7. The system of claim 1, wherein the compound service metric calculated for the first customer comprises at least one of:

a compound service customer sentiment metric based on first customer sentiment data received from the plurality of different communication services;

a compound service customer value metric based on first customer value data received from the plurality of different communication services;

or

a compound service customer resource usage metric based on first customer resource usage data received from the plurality of different communication services.

8. The system of claim 1, wherein the compound service metric for the first customer is calculated based on:

at least one data metric received from a first source application of a first computer system for a voice service provider;

at least one data metric received from a second source application of a second computer system for a video service provider; and

at least one data metric received from a third source application of a third computer system for an Internet service provider.

16. The method of claim 1, wherein the compound service metric for the first customer is calculated based on:

at least one data metric received from a first source application of a first computer system for a voice service provider;

at least one data metric received from a second source application of a second computer system for a video service provider; and

at least one data metric received from a third source application of a third computer system for an Internet service provider.

9. A method comprising:

receiving, by a compound service metric generator, a plurality of data metrics via one or more network interfaces, the data metrics received from a plurality of source applications associated with a plurality of different communication services provided by a communication services provider to a plurality of customers;

identifying, by the compound service metric generator, a first subset of the plurality of data metrics 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;

retrieving, by the compound service metric generator, for a first customer of the communication services provider, data from one or more data stores corresponding to the first subset of data metrics associated with the first customer; and

calculating, by the compound service metric generator, a value for the compound service metric for the first customer, based on the retrieved data corresponding to the first subset of data metrics associated with the first customer.

10. The method of claim 9, wherein the one or more data stores includes a first data store configured to implement a TM Forum Information Framework (SID) standard, wherein the first data store includes a third-normal form schema, and wherein the first data store is configured to receive and integrate data metrics from the plurality of source applications corresponding to the plurality of communication services.

11. The method of claim 9, wherein at least one of the plurality of data metrics is received from a network monitor device configured to monitor communication attempts and data transmissions for one or more of the communication services provided to the first customer.

12. The method of claim 9, further comprising:

receiving, from a client device via the one or more network interfaces, user input data identifying the first subset of data metrics corresponding to the compound service metric.

13. The method of claim 9, further comprising:

determining an associated weight value for each of the first subset of data metrics corresponding to the compound service metric, wherein the value calculated for the compound service metric for the first customer is based on the associated weight value for each of the first subset of data metrics.

14. The method of claim 13, further comprising:

receiving data corresponding to one or more customer actions relating to one or more of the communication services and detected after the determination of the associated weight value for each of the first subset of data metrics;

executing one or more analytics processes to determine one or more correlations between the plurality of data metrics and the customer actions taken relating to the communication services; and

updating the associated weight value for each of the first subset of data metrics, based on the correlations determined via the analytics processes.

15. The method of claim 9, wherein the compound service metric calculated for the first customer comprises at least one of:

a compound service customer sentiment metric based on first customer sentiment data received from the plurality of different communication services;

a compound service customer value metric based on first customer value data received from the plurality of different communication services;

or

a compound service customer resource usage metric based on first customer resource usage data received from the plurality of different communication services.

17. A non-transitory computer readable storage medium including instructions stored thereon which, when executed by a processor, cause the processor to:

receive a plurality of data metrics via one or more network interfaces, the data metrics received from a plurality of source applications associated with a plurality of different communication services provided by a communication services provider to a plurality of customers;

identify a first subset of the plurality of data metrics 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;

retrieve, for a first customer of the communication services provider, data from one or more data stores corresponding to the first subset of data metrics associated with the first customer; and

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

18. The computer readable storage medium of claim 17, including further instructions stored thereon which, when executed by the processor, cause the processor to:

receive, from a client device via the one or more network interfaces, user input data identifying the first subset of data metrics corresponding to the compound service metric.

19. The computer readable storage medium of claim 17, including further instructions stored thereon which, when executed by the processor, cause the processor to:

determine an associated weight value for each of the first subset of data metrics corresponding to the compound service metric, wherein the value calculated for the compound service metric for the first customer is based on the associated weight value for each of the first subset of data metrics.

20. The computer readable storage medium of claim 19, including further instructions stored thereon which, when executed by the processor, cause the processor to:

receiving data corresponding to one or more customer actions relating to one or more of the communication services and detected after the determination of the associated weight value for each of the first subset of data metrics;

executing one or more analytics processes to determine one or more correlations between the plurality of data metrics and the customer actions taken relating to the communication services; and

updating the associated weight value for each of the first subset of data metrics, based on the correlations determined via the analytics processes.