System and method for intelligent troubleshooting of in-service customer experience issues in communication networks
First Claim
1. A computer-implemented method for proactive customer experience management in a communication network, comprising:
- a) obtaining a performance-indicating alert (PA) from at least one probe;
b) identifying relevant alerts from an alert database in absence of possible fault condition from the PA;
c) determining a possible problem condition from the PA and the identified relevant alerts;
d) raising trace trigger for gathering relevant trace data;
e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems;
f) determining appropriate recommendation for resolution of the determined specific problem condition;
g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert;
h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe;
i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and
j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.
1 Assignment
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Accused Products
Abstract
The present disclosure relates to methods and systems for improving customer experience through real time troubleshooting in relation to customer experience management. In one embodiment, a proactive customer experience management method is disclosed, comprising: obtaining a performance-indicating alert (PA); identifying relevant alerts from the alert database in absence of possible fault condition from the PA; determining a possible problem condition from the PA and identified relevant alerts; raising trace trigger for gathering relevant trace data; determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR, OSS systems; determining appropriate recommendation for resolution of the determined specific problem condition; updating a user interface dashboard using the determination of the root cause of the possible problem and the recommendation for resolution of the possible problem; and updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.
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Citations
15 Claims
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1. A computer-implemented method for proactive customer experience management in a communication network, comprising:
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a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from an alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and the identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert; h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe; i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A proactive communication network customer experience management system, comprising:
- a hardware processor; and
a memory device operatively connected to the hardware processor and storing instructions executable by the hardware processor for;a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from a alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and the identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert; h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe; i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.
- a hardware processor; and
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15. A non-transitory computer-readable storage medium storing computer-executable instructions for communication network customer experience management, the instructions being executable by a computer for:
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a) obtaining a performance-indicating alert (PA) from at least one probe; b) identifying relevant alerts from a alert database in absence of possible fault condition from the PA; c) determining a possible problem condition from the PA and the identified relevant alerts; d) raising trace trigger for gathering relevant trace data; e) determining specific problem condition and relevant cause, based on gathered trace data and relevant data from PM/FM, CDR and OSS systems; f) determining appropriate recommendation for resolution of the determined specific problem condition; g) recalculating a probe alert threshold value for triggering the performance-indicating probe alert; h) providing the recalculated probe alert threshold value for modifying a configuration of a performance-indicating probe; i) updating a user interface dashboard using the determination of a root cause of the possible problem and the recommendation for resolution of the possible problem; and j) updating new knowledge into a knowledge base with problem-context, resolution, relevant adjustments to alerts, thresholds and rules.
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Specification