Compound service performance metric framework

Patent metadata

Field	Value
Publication number	US-10230592-B2
Application number	US-201615059038-A
Country	US
Kind code	B2
Filing date	Mar 2, 2016
Priority date	Mar 2, 2016
Publication date	Mar 12, 2019
Grant date	Mar 12, 2019

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.

First claim

What is claimed is:

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.

2. The system of claim 1 , wherein the data metrics retrieved for the first customer are retrieved from one or more data stores including 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.

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 , 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 actions received from multiple of the plurality of communication services;
a compound service customer value metric based on first customer value data received from multiple of the plurality of communication services; or
a compound service customer resource usage metric based on first customer resource usage actions received from multiple of the plurality of different communication services.

6. 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.

7. A method comprising:
receiving, by a compound service metric generator, 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;
retrieving, by the compound service metric generator, a plurality of data metrics for the first customer, via 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;
executing, by the compound service metric generator, 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, identifying, by the compound service metric generator, 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;
determining, by the compound service metric generator, 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;
generating, by the compound service metric generator, 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
executing, by the compound service metric generator, 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
initiating by the compound service metric generator, 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.

8. The method of claim 7 , wherein the data metrics retrieved for the first customer are retrieved from one or more data stores including a first data store configured to implement a TM F

Assignees

• Oracle Int Corp

Inventors

• Scholz Hendrik

Classifications

• H04L41/5032 Primary

  Generating service level reports · CPC title

• H04L43/04

  Processing captured monitoring data, e.g. for logfile generation · CPC title