Predicting subscriber experience based on QoE

A tangible non-transitory computer readable storage media impressed with computer program instructions that, when executed, objectively evaluate customer service experience with data communication services in a wireless communications network, including:

• receiving tracked performance indicators for multiple components of at least voice, data and messaging over a cellular network;
• accessing a mapping of the performance indicators to key quality indicators (KQI);
• combining the performance indicators, according to the mapping, into quality sub-indicators for individual users and into KQIs for the individual users;
• smoothing current KQI measures of performance over time to reduce impact of brief transitory events;
• accessing a KQI profile of key quality indicators;
• comparing KQIs for a current time window to past KQIs for a corresponding time window in the KQI profile for the individual users operating mobile devices in part of the cellular network that is a focus of interest;
• monitoring the individual users by counting instances for each individual user in which the KQIs are out of range for longer than a predetermined time;
• and
• based on the comparing, generating alerts that report out-of-range current KQIs within the focus of interest that are persistently out-of-range longer than a configurable time.

A system for alerting a network operator to deteriorated wireless network conditions with granularity and reduced false alerts includes one or more processors coupled to memory, the memory loaded with computer instructions, that when executed on the processors, implement:

• receiving tracked performance indicators for multiple components of at least voice, data and messaging over a cellular network;
• accessing a mapping of the performance indicators to key quality indicators (KQI);
• combining the performance indicators, according to the mapping, into quality sub-indicators for individual users and into key quality indicators for the individual users;
• smoothing current KQI measures of performance over time to reduce impact of brief transitory events;
• accessing a KQI profile of key quality indicators;
• comparing KQIs for a current time window to past KQIs for a corresponding time window in the KQI profile for the individual users operating mobile devices in part of the cellular network that is a focus of interest;
• monitoring the individual users by counting instances for each individual user in which the KQIs are out of range for longer than a predetermined time;
• and
• based on the comparing, generating alerts that report out-of-range current KQIs within the focus of interest that are persistently out-of-range longer than a configurable time.