Service management using user experience metrics

摘要

A method, system, and computer usable program product to determine a first mood of the user, where the first mood is based on a characteristic of the user at a first time during the providing of an online service and to determine a second mood of the user, where the second mood is based on a characteristic of the user at a second time during the providing of the online service. The first mood of the user and the second mood of the user are compared to determine a delta or change in mood of the user.

主权项

1. A computer implemented method for determining a subjective experience of using a data network, the computer implemented method comprising:
performing a first analysis of a first input provided by a human user, the first input being provided using a device coupled with a computer at a first time during a use of the data network at the computer, the device being configured to receive inputs from the human user, the first analysis resulting in a first characteristic; determining, in a first application executing in the computer, a first mood metric of the human user based on the first characteristic; performing a second analysis of a second input provided by the human user, the second input being provided using the device at a second time during the use of the data network at the computer, the second analysis resulting in a second characteristic; determining a second mood metric of the user based on the second characteristic; comparing the first mood metric with the second mood metric to determine a change in a mood metric of the human user; relating the change in the mood metric with a performance metric of the data network to identify performance problem in a network path in the data network; determining an application performance metric of an application used by the human user, wherein the application performance metric measures a number of times the human user has to click a pointing device to navigate in the application; relating the change in the mood metric with the application performance metric; and taking an action over the data network when the change in mood metric of the human user exceeds a threshold, wherein the action comprises:
switching the human user to a different network path in the data network to remove the performance problem; andnotifying the human user about the switching.