US 2017/0257285 A1Published application

Compound service performance metric framework

AssigneeORACLE Deutschland B.V. & Co. KG

InventorHendrik Scholz

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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.

Claims20

Dependent claims

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 a plurality of data metrics via the one or more network interfaces, the data metrics received from a plurality of source applications associated with a plurality of different communication services provided by a communication services provider to a plurality of customers;
identify a first subset of the plurality of data metrics 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;
retrieve, for a first customer of the communication services provider, data from the one or more data stores corresponding to the first subset of data metrics associated with the first customer;
and
calculate a value for the compound service metric for the first customer, based on the retrieved data corresponding to the first subset of data metrics associated with the first customer.

7 more elements

A method comprising:

receiving, by a compound service metric generator, a plurality of data metrics via one or more network interfaces, the data metrics received from a plurality of source applications associated with a plurality of different communication services provided by a communication services provider to a plurality of customers;
identifying, by the compound service metric generator, a first subset of the plurality of data metrics 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;
retrieving, by the compound service metric generator, for a first customer of the communication services provider, data from one or more data stores corresponding to the first subset of data metrics associated with the first customer;
and
calculating, by the compound service metric generator, a value for the compound service metric for the first customer, based on the retrieved data corresponding to the first subset of data metrics associated with the first customer.

2 more elements

A non-transitory computer readable storage medium including instructions stored thereon which, when executed by a processor, cause the processor to:

receive a plurality of data metrics via one or more network interfaces, the data metrics received from a plurality of source applications associated with a plurality of different communication services provided by a communication services provider to a plurality of customers;
identify a first subset of the plurality of data metrics 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;
retrieve, for a first customer of the communication services provider, data from one or more data stores corresponding to the first subset of data metrics associated with the first customer;
and
calculate a value for the compound service metric for the first customer, based on the retrieved data corresponding to the first subset of data metrics associated with the first customer.

2 more elements

Dependencies are inferred from the claim text.