System and method for intelligent troubleshooting of in-service customer experience issues in communication networks

摘要

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.

主权项

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.