WO2016108784A1 - Call center decision support system - Google Patents

Call center decision support system Download PDF

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Publication number
WO2016108784A1
WO2016108784A1 PCT/TR2015/000374 TR2015000374W WO2016108784A1 WO 2016108784 A1 WO2016108784 A1 WO 2016108784A1 TR 2015000374 W TR2015000374 W TR 2015000374W WO 2016108784 A1 WO2016108784 A1 WO 2016108784A1
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Prior art keywords
complaint
subscriber
layer
information
service
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PCT/TR2015/000374
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French (fr)
Inventor
Cem UTAN
Hatice SENTURK
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Turkcell Teknoloji Arastirma Ve Gelistirme Anonim Sirketi
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Publication of WO2016108784A1 publication Critical patent/WO2016108784A1/en

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W24/00—Supervisory, monitoring or testing arrangements

Definitions

  • the present invention relates to a rule-based decision support system which comprises a layered data architecture that is obtained by location-based analysis and convergences so as to be used in call centers of mobile operators.
  • Figure 1 is a schematic block diagram of the inventive system. The components illustrated in the figure are individually numbered, where the numbers refer to the following:
  • a system (1) for enabling decision support in as rule-based comprises:
  • At least one communication device (2) which is used by the subscriber (A) to transmit his/her complaint and enables the location information subject to the complaint to be notified to the call center operator (O) when s/he is transmitting the said complaint;
  • At least one complaint receiving unit (3) which determines the cell where the subscriber (A) gets service from on the basis of the location information subject to the complaint notified to the call center operator (O) over the communication device (2), receives the complaint of the subscriber (A) and then enables to evaluate it in terms of breakdown and coverage over the cell information, notify the approach of the call center operator (O) for the complaint to the subscriber (A); at least one bulletin service (4) which determines whether there is a breakdown that is known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) over the past data;
  • At least one alarm service (5) which instantly queries whether there is a breakdown in the cell providing service to the location subject to the complaint of the subscriber (A) for that moment;
  • At least one coverage layer (6) which enables to determine the signal level at the location subject to the complaint of the subscriber (A); at least one work order layer (7) which enables to find out the influence area of the regional work orders at the location subject to the complaint of the subscriber (A);
  • At least one loss area layer (8) which enables to detect the influence areas of the base stations with known locations or that are disassembled or passivized in the near future;
  • At least one density layer (9) which enables to determine the areas that should be improved according to the locations of the complaints reaching the complaint receiving unit (3) and the areas with intense complaint that have high possibility to receive repetitive complaint; at least one decision support unit (10) which receives answers of the queries that are made over the bulletin service (4) and the alarm service (5) by the cell information that provides service to the location subject to the complaint transmitted by the subscriber (A) to the complaint receiving unit (3), receives the information about the transactions that have been carried out according to the techniques previously determined in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the said cell information, and makes evaluation with the information about these query answers and the transactions according to the pre-determined rules, and provide guidance in terms of what kind of action should be taken about the complaint of the subscriber (A) belonging to the call center operator (O) as a result of the evaluation ( Figure 1).
  • the communication device (2) is a device which belongs to the subscriber (A) and enables to determine the location information subject to the complaint of the subscriber (A).
  • the communication device (2) is a phone whereby the subscriber (A) transmits the complaint and the location information subject to complaint to the call center operator (O).
  • the complaint receiving unit (3) is a unit wherein entry of the location information subject to the complaint of the subscriber (A) notified to the call center operator (O) over the communication device (2) is made by the call center operator (O); which determines the cell related to the complaint of the subscriber (A) on the basis of this location information, receives the complaint notification of the subscriber (A) and thereby enables to evaluate it in terms of breakdown in queries made in the bulletin service (4) and the alarm service (5) over the cell information and in terms of coverage in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the location information; enables to notify the approach of the call center operator (O) for the complaint to the subscriber (A).
  • the complaint receiving unit (3) is a call center.
  • the complaint receiving unit (3) is a unit which transmits the cell information that provides service to the location subject to the complaint of the subscriber (A) to the bulletin service (4) and the alarm service (5).
  • the complaint receiving unit (3) is a unit which transmits the location information subject to the complaint of the subscriber (A) to the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9).
  • the bulletin service (4) is a unit which determines whether there is a breakdown that is known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) over the past data and transmits the determined result to the decision support unit (10). In a preferred embodiment of the invention, the bulletin service (4) determines whether there has been a breakdown known or registered within the last two hours in the location subject to the complaint of the subscriber (A).
  • the decision support unit (10) provides guidance to the call center operator (O) such that it should give a general breakdown information over the complaint receiving unit (3) and reject the complaint of the subscriber (A).
  • the alarm service (5) is a unit which instantly queries whether there is a breakdown in the cell providing service to the location subject to the complaint of the subscriber (A) for that moment and transmits the query result to the decision support unit (10).
  • the alarm service (5) performs the query on an alarm table that is updated at every five minutes and transmits the result to the decision support unit (10).
  • the decision support unit (10) provides guidance to the call center operator (O) such that it should give a general breakdown information over the complaint receiving unit (3) and reject the complaint of the subscriber (A) in the event that the alarm service (5) determines that there is an instant breakdown known in the cell providing service to the location subject to the complaint of the subscriber (A) and transmits the breakdown record to the decision support unit (10).
  • the coverage layer (6) is a layer which enables to enables to determine the signal level at the location subject to the complaint of the subscriber (A) and share the determined signal level information with the decision support unit (10).
  • the coverage layer (6) carries out the transaction determining the signal level by using image analysis technique on the picture image of 2G-3G coverage data generated by simulation in the network.
  • the coverage layer (6) finds out the signal level in the related location by reading out the pixel value in the location subject to the complaint of the subscriber (A) belonging to the coverage data in the form of picture by query sentences by means of databases supporting raster data.
  • the coverage layer (6) transmits this situation to the decision support unit (10) if it determines that there is not signal level sufficient for a healthy network service in the location subject to the complaint of the subscriber (A) in the operation of determining this signal level realized and enables to the decision support unit (10) to provide guidance to the call center operator (O) such that it should reject the complaint of the subscriber (A) by giving the information that "the problem experienced about the signal level is already known" over the complaint receiving unit (3).
  • the work order layer (7) a layer which enables to find out the influence area of the regional work orders at the location subject to the complaint of the subscriber (A) and to share the evaluation of the determined influence area information by the location information subject to the complaint of the subscriber (A) with the decision support unit (10).
  • the main task of the work order layer (7) is to ensure that the influence areas of the area works expected to be completed within the network in the near future are found out and the decision support unit (10) provides guidance to the call center operator (O) such that decision support unit (10) should reject the complaint of the subscriber (A) by giving the information that "the area where problem is experienced is a currently worked area” by giving information to the decision support unit (10) in the event that the location information subject to the complaint of the subscriber (A) is in this influence area.
  • the work order layer (7) uses a method based on k-means nearest neighbourhood which is an analytical method in the state of the art.
  • the K-means nearest neighbourhood is based on clustering each value in a certain data set with the neighbours in distance up to the "selected number" for it.
  • the work order layer (7) receives the location information of the work orders from the network information system.
  • the work order layer (7) uses the method of normalized k-nearest neighbourhood clustering on work orders when finding out influence areas of regional works. In a preferred embodiment of the invention, this method enables to find out influence area per work order by normalizing correlative distance information obtained by the k-nearest neighbourhood clustering with other each five work orders and calculating these distances averages as effective radius.
  • real closed circle vector data are obtained by using the locational database packages with locational query sentences on the work order layer (7).
  • data belonging to the influence areas that may be instantly encountered by the location information subject to the complaint of the subscriber (A) are generated.
  • the loss area layer (8) is a layer which enables to detect the influence areas of the base stations with known locations or that are disassembled or passivized in the near future and to share the evaluation of the detected influence area information with the location information subject to the complaint of the subscriber (A) by the decision support unit (10).
  • the main task of the loss area layer (8) is to ensure that the influence areas of the base stations with known locations or that are disassembled or passivized in the near future are detected and the decision support unit (10) provides guidance to the call center operator (O) such that decision support unit (10) should reject the complaint of the subscriber (A) by giving the information that "the network members in the area where problem is experienced are now passivized” by giving information to the decision support unit (10) in the event that the location information subject to the complaint of the subscriber (A) is in this influence area.
  • the loss area layer (8) Since the loss area layer (8) has a structure related to the passivized area locations and the area work order locations, it should make detection of effective area by considering the work order information at that location while determining the influence area of the passivized network members. Because the influence area of the work order notifies that there is already a work in the location information subject to the complaint of the subscriber (A) and information of loss area effective field for also this location becomes unnecessary. Therefore, the loss area layer (8) is a unit which makes arrangement such that it first receives the work orders from the network information system and it will not create loss area effective field information for these locations while determining the influence areas of the area members with known locations and that are disassembled in the near time.
  • the loss area layer (8) makes influence area calculation by using the method of normalized k-nearest neighbourhood clustering.
  • the loss area layer (8) makes an analysis by leaving the locations of loss area members inside the influence area of the work order out of the data set when it makes the loss area influence analysis.
  • the density layer (9) is a layer which enables to determine the areas that should be improved according to the locations of the complaints reaching the complaint receiving unit (3) and the areas with intense complaint that have high possibility to receive repetitive complaint and share the information about the determined areas with the decision support unit (10).
  • K-means clustering is a method used frequently for clustering in data mining. K- means clustering makes sense of the result by sectioning n observations serving as a prototype of each observation set, in the form of k sets where the nearest average set belongs. The data area in this set cells result in a division. Statistical results of divisions stores information about the data behaviour and the areas where they become intensified.
  • this method is used for the purpose of guiding the network operator to make improvement in this area by assigning locations of complaints reaching the complaint receiving unit (3) to certain areas by clustering logic and if complaints are intensified in that area, to prevent complaint of a subscriber (A) who has just arrived the area and will make complaint about the previously-known issue by means of a guidance to be make to the call center operator (O) of the decision support unit (10).
  • the density layer (9) is a unit which applies the K-means clustering method on the basis of rule.
  • distribution of complaints received from rural areas is made such that the complaints received from all of the rural area are received as complied in the point in the middle of the complaint locations.
  • distribution of complaints received from non-rural areas are made in the form of homogeneous distribution.
  • the decision support unit (10) is a unit which receives answers of the queries that are made over the bulletin service (4) and the alarm service (5) by the cell information that provides service to the location subject to the complaint transmitted by the subscriber (A) to the complaint receiving unit (3), receives the information about the transactions that have been carried out according to the techniques previously determined in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the said cell information, and makes evaluation with the information about these query answers and the transactions according to the pre-determined rules, and provide guidance in terms of what kind of action should be taken about the complaint of the subscriber (A) belonging to the call center operator (O) as a result of the evaluation
  • the inventive system (1) is enabled to create a rule-based decision support structure in order to be used in call centers of mobile operators.

Abstract

The present invention relates to a rule-based decision support system (1) which comprises a layered data architecture that is obtained by location-based analysis and convergences so as to be used in call centers of mobile operators. The said system (1) comprises: complaint receiving unit (3), bulletin service (4), alarm service (5), coverage layer (6), work order layer (7), loss area layer (8), density layer (9), decision support unit (10).

Description

CALL CENTER DECISION SUPPORT SYSTEM
DESCRIPTION
Technical Field
The present invention relates to a rule-based decision support system which comprises a layered data architecture that is obtained by location-based analysis and convergences so as to be used in call centers of mobile operators.
Background of the Invention
Today, use of mobile device and mobile services display a continuous increase. This situation has directed mobile communication operators to develop many products and services in terms of providing these services - use of which increases continuously - to in an uninterrupted way, eliminating subscriber dissatisfactions experienced about the said services, and informing a subscriber having any complaint in a fast and correct way. One of these products and services is location-based call center platforms. In the said platforms, when a complaint is received from a subscriber, location information of the subscriber making the complaint is received and it is reached to the limited network information such as area specialist, base station information on the basis of the cell information which provides service to this location and the complaint is assigned to the related network specialist by using this limited information. However, in this type of current solutions, the network status cannot be queried in a retrospective, instant or prospective way and due to the fact that such query cannot be performed, repetitive complaint notification with the same complaint type is received from the same region and a serious workforce loss is experienced in terms of both call center operators, network specialist and technical personnel working in the area.
When these problems are taken into account in current call center solutions, requirement for installing and using a rule-based decision support system - which comprises a layered data architecture by location-based analysis and convergences - in call centers such that it will support call center operator occurs.
The United States patent document no. US8370155, an application in the state of the art, discloses a real-time support system which makes sense of customer complaint with reference to customer-agent communication at a call center and help a customer about the response to be given.
Summary of the Invention
An objective of the present invention is to realize a decision support system wherein a layered data architecture is obtained by location-based analysis and convergences. Another objective of the present invention is to realize a rule-based decision support system which will provide guidance for call center operator so as to be used in call centers of mobile operators.
Detailed Description of the Invention
The "Call Center Decision Support System" realized to fulfil the objectives of the present invention is shown in the figures attached, in which:
Figure 1 is a schematic block diagram of the inventive system. The components illustrated in the figure are individually numbered, where the numbers refer to the following:
1. System
2. Communication device
3. Complaint receiving unit
4. Bulletin service
5. Alarm service
6. Coverage layer
7. Work order layer
8. Loss area layer
9. Density layer
10. Decision support unit
A. Subscriber
O. Call center operator
A system (1) for enabling decision support in as rule-based comprises:
at least one communication device (2) which is used by the subscriber (A) to transmit his/her complaint and enables the location information subject to the complaint to be notified to the call center operator (O) when s/he is transmitting the said complaint;
at least one complaint receiving unit (3) which determines the cell where the subscriber (A) gets service from on the basis of the location information subject to the complaint notified to the call center operator (O) over the communication device (2), receives the complaint of the subscriber (A) and then enables to evaluate it in terms of breakdown and coverage over the cell information, notify the approach of the call center operator (O) for the complaint to the subscriber (A); at least one bulletin service (4) which determines whether there is a breakdown that is known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) over the past data;
at least one alarm service (5) which instantly queries whether there is a breakdown in the cell providing service to the location subject to the complaint of the subscriber (A) for that moment;
at least one coverage layer (6) which enables to determine the signal level at the location subject to the complaint of the subscriber (A); at least one work order layer (7) which enables to find out the influence area of the regional work orders at the location subject to the complaint of the subscriber (A);
at least one loss area layer (8) which enables to detect the influence areas of the base stations with known locations or that are disassembled or passivized in the near future;
at least one density layer (9) which enables to determine the areas that should be improved according to the locations of the complaints reaching the complaint receiving unit (3) and the areas with intense complaint that have high possibility to receive repetitive complaint; at least one decision support unit (10) which receives answers of the queries that are made over the bulletin service (4) and the alarm service (5) by the cell information that provides service to the location subject to the complaint transmitted by the subscriber (A) to the complaint receiving unit (3), receives the information about the transactions that have been carried out according to the techniques previously determined in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the said cell information, and makes evaluation with the information about these query answers and the transactions according to the pre-determined rules, and provide guidance in terms of what kind of action should be taken about the complaint of the subscriber (A) belonging to the call center operator (O) as a result of the evaluation (Figure 1).
The communication device (2) is a device which belongs to the subscriber (A) and enables to determine the location information subject to the complaint of the subscriber (A). In a preferred embodiment of the invention, the communication device (2) is a phone whereby the subscriber (A) transmits the complaint and the location information subject to complaint to the call center operator (O). The complaint receiving unit (3) is a unit wherein entry of the location information subject to the complaint of the subscriber (A) notified to the call center operator (O) over the communication device (2) is made by the call center operator (O); which determines the cell related to the complaint of the subscriber (A) on the basis of this location information, receives the complaint notification of the subscriber (A) and thereby enables to evaluate it in terms of breakdown in queries made in the bulletin service (4) and the alarm service (5) over the cell information and in terms of coverage in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the location information; enables to notify the approach of the call center operator (O) for the complaint to the subscriber (A). In a preferred embodiment of the invention, the complaint receiving unit (3) is a call center.
The complaint receiving unit (3) is a unit which transmits the cell information that provides service to the location subject to the complaint of the subscriber (A) to the bulletin service (4) and the alarm service (5).
The complaint receiving unit (3) is a unit which transmits the location information subject to the complaint of the subscriber (A) to the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9). The bulletin service (4) is a unit which determines whether there is a breakdown that is known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) over the past data and transmits the determined result to the decision support unit (10). In a preferred embodiment of the invention, the bulletin service (4) determines whether there has been a breakdown known or registered within the last two hours in the location subject to the complaint of the subscriber (A). In the event that the bulletin service (4) determines that there is a breakdown known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) and transmits the breakdown record to the decision support unit (10), the decision support unit (10) provides guidance to the call center operator (O) such that it should give a general breakdown information over the complaint receiving unit (3) and reject the complaint of the subscriber (A).
The alarm service (5) is a unit which instantly queries whether there is a breakdown in the cell providing service to the location subject to the complaint of the subscriber (A) for that moment and transmits the query result to the decision support unit (10). In a preferred embodiment of the invention, the alarm service (5) performs the query on an alarm table that is updated at every five minutes and transmits the result to the decision support unit (10). Similar to the bulletin service (4), the decision support unit (10) provides guidance to the call center operator (O) such that it should give a general breakdown information over the complaint receiving unit (3) and reject the complaint of the subscriber (A) in the event that the alarm service (5) determines that there is an instant breakdown known in the cell providing service to the location subject to the complaint of the subscriber (A) and transmits the breakdown record to the decision support unit (10). The coverage layer (6) is a layer which enables to enables to determine the signal level at the location subject to the complaint of the subscriber (A) and share the determined signal level information with the decision support unit (10). The coverage layer (6) carries out the transaction determining the signal level by using image analysis technique on the picture image of 2G-3G coverage data generated by simulation in the network. The coverage layer (6) finds out the signal level in the related location by reading out the pixel value in the location subject to the complaint of the subscriber (A) belonging to the coverage data in the form of picture by query sentences by means of databases supporting raster data.
The coverage layer (6) transmits this situation to the decision support unit (10) if it determines that there is not signal level sufficient for a healthy network service in the location subject to the complaint of the subscriber (A) in the operation of determining this signal level realized and enables to the decision support unit (10) to provide guidance to the call center operator (O) such that it should reject the complaint of the subscriber (A) by giving the information that "the problem experienced about the signal level is already known" over the complaint receiving unit (3).
The work order layer (7) a layer which enables to find out the influence area of the regional work orders at the location subject to the complaint of the subscriber (A) and to share the evaluation of the determined influence area information by the location information subject to the complaint of the subscriber (A) with the decision support unit (10).
The main task of the work order layer (7) is to ensure that the influence areas of the area works expected to be completed within the network in the near future are found out and the decision support unit (10) provides guidance to the call center operator (O) such that decision support unit (10) should reject the complaint of the subscriber (A) by giving the information that "the area where problem is experienced is a currently worked area" by giving information to the decision support unit (10) in the event that the location information subject to the complaint of the subscriber (A) is in this influence area.
The work order layer (7) uses a method based on k-means nearest neighbourhood which is an analytical method in the state of the art. The K-means nearest neighbourhood is based on clustering each value in a certain data set with the neighbours in distance up to the "selected number" for it.
The work order layer (7) receives the location information of the work orders from the network information system. The work order layer (7) uses the method of normalized k-nearest neighbourhood clustering on work orders when finding out influence areas of regional works. In a preferred embodiment of the invention, this method enables to find out influence area per work order by normalizing correlative distance information obtained by the k-nearest neighbourhood clustering with other each five work orders and calculating these distances averages as effective radius.
When finding out the said influence area, real closed circle vector data are obtained by using the locational database packages with locational query sentences on the work order layer (7). By means of obtaining these data, data belonging to the influence areas that may be instantly encountered by the location information subject to the complaint of the subscriber (A) are generated.
The loss area layer (8) is a layer which enables to detect the influence areas of the base stations with known locations or that are disassembled or passivized in the near future and to share the evaluation of the detected influence area information with the location information subject to the complaint of the subscriber (A) by the decision support unit (10).
The main task of the loss area layer (8) is to ensure that the influence areas of the base stations with known locations or that are disassembled or passivized in the near future are detected and the decision support unit (10) provides guidance to the call center operator (O) such that decision support unit (10) should reject the complaint of the subscriber (A) by giving the information that "the network members in the area where problem is experienced are now passivized" by giving information to the decision support unit (10) in the event that the location information subject to the complaint of the subscriber (A) is in this influence area.
Since the loss area layer (8) has a structure related to the passivized area locations and the area work order locations, it should make detection of effective area by considering the work order information at that location while determining the influence area of the passivized network members. Because the influence area of the work order notifies that there is already a work in the location information subject to the complaint of the subscriber (A) and information of loss area effective field for also this location becomes unnecessary. Therefore, the loss area layer (8) is a unit which makes arrangement such that it first receives the work orders from the network information system and it will not create loss area effective field information for these locations while determining the influence areas of the area members with known locations and that are disassembled in the near time.
Similar to the work order layer (7), the loss area layer (8) makes influence area calculation by using the method of normalized k-nearest neighbourhood clustering. However, due to a correlation existing with the above-mentioned work orders, the loss area layer (8) makes an analysis by leaving the locations of loss area members inside the influence area of the work order out of the data set when it makes the loss area influence analysis.
The density layer (9) is a layer which enables to determine the areas that should be improved according to the locations of the complaints reaching the complaint receiving unit (3) and the areas with intense complaint that have high possibility to receive repetitive complaint and share the information about the determined areas with the decision support unit (10). K-means clustering is a method used frequently for clustering in data mining. K- means clustering makes sense of the result by sectioning n observations serving as a prototype of each observation set, in the form of k sets where the nearest average set belongs. The data area in this set cells result in a division. Statistical results of divisions stores information about the data behaviour and the areas where they become intensified. In the density layer (9), this method is used for the purpose of guiding the network operator to make improvement in this area by assigning locations of complaints reaching the complaint receiving unit (3) to certain areas by clustering logic and if complaints are intensified in that area, to prevent complaint of a subscriber (A) who has just arrived the area and will make complaint about the previously-known issue by means of a guidance to be make to the call center operator (O) of the decision support unit (10).
In one embodiment of the invention, the density layer (9) is a unit which applies the K-means clustering method on the basis of rule. With this kind of application, distribution of complaints received from rural areas is made such that the complaints received from all of the rural area are received as complied in the point in the middle of the complaint locations. With the same application, distribution of complaints received from non-rural areas are made in the form of homogeneous distribution. By means of the said rule -bases application, cases of not being able to determine density because the expected clustering is not caught and the network operator cannot take the action are prevented in rural areas where distribution of complaint location to be handled always homogeneously, in fact it may indicate that improvement is required on the same network member. The decision support unit (10) is a unit which receives answers of the queries that are made over the bulletin service (4) and the alarm service (5) by the cell information that provides service to the location subject to the complaint transmitted by the subscriber (A) to the complaint receiving unit (3), receives the information about the transactions that have been carried out according to the techniques previously determined in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the said cell information, and makes evaluation with the information about these query answers and the transactions according to the pre-determined rules, and provide guidance in terms of what kind of action should be taken about the complaint of the subscriber (A) belonging to the call center operator (O) as a result of the evaluation
With the inventive system (1), it is enabled to a decision support structure wherein a layered data architecture is obtained by location based analysis and convergences.
With the inventive system (1), it is enabled to create a rule-based decision support structure in order to be used in call centers of mobile operators.
It is possible to develop a great variety of embodiments of the inventive system (100); it cannot be limited to the examples disclosed herein and it is essentially according to the claims.

Claims

1. A system (1) for enabling decision support in as rule-based comprising:
at least one communication device (2) which belongs to the subscriber (A) and enables to determine the location information subject to the complaint of the subscriber (A);
at least one complaint receiving unit (3) which determines the cell where the subscriber (A) gets service from on the basis of the location information subject to the complaint notified to the call center operator (O) over the communication device (2), receives the complaint of the subscriber (A) and then enables to evaluate it in terms of breakdown and coverage over the cell information, notify the approach of the call center operator (O) for the complaint to the subscriber (A); at least one bulletin service (4) which determines whether there is a breakdown that is known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) over the past data;
at least one alarm service (5) which instantly queries whether there is a breakdown in the cell providing service to the location subject to the complaint of the subscriber (A) for that moment;
at least one coverage layer (6) which enables to determine the signal level at the location subject to the complaint of the subscriber (A); at least one work order layer (7);
at least one loss area layer (8);
at least one density layer (9);
at least one decision support unit (10) which provides guidance in terms of what kind of action should be taken about the complaint of the subscriber (A) belonging to the call center operator (O) as a result of the evaluation;
and characterized by at least one coverage layer (6) which enables to determine the signal level at the location subject to the complaint of the subscriber (A); at least one work order layer (7) which enables to find out the influence area of the regional work orders at the location subject to the complaint of the subscriber (A);
at least one loss area layer (8) which enables to detect the influence areas of the base stations with known locations or that are disassembled or passivized in the near future;
at least one density layer (9) which enables to determine the areas that should be improved according to the locations of the complaints reaching the complaint receiving unit (3) and the areas with intense complaint that have high possibility to receive repetitive complaint; at least one decision support unit (10) which receives answers of the queries that are made over the bulletin service (4) and the alarm service (5) by the cell information that provides service to the location subject to the complaint transmitted by the subscriber (A) to the complaint receiving unit (3), receives the information about the transactions that have been carried out according to the techniques previously determined in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the said cell information, and makes evaluation with the information about these query answers and the transactions according to the pre-determined rules, and provide guidance in terms of what kind of action should be taken about the complaint of the subscriber (A) belonging to the call center operator (O) as a result of the evaluation.
A system (1) according to Claim 1, characterized by the complaint receiving unit (3) wherein entry of the location information subject to the complaint of the subscriber (A) notified to the call center operator (O) over the communication device
(2) is made by the call center operator (O); which determines the cell related to the complaint of the subscriber (A) on the basis of this location information, receives the complaint notification of the subscriber (A) and thereby enables to evaluate it in terms of breakdown in queries made in the bulletin service (4) and the alarm service (5) over the cell information and in terms of coverage in the coverage layer (6), the work order layer (7), the loss area layer (8) and the density layer (9) over the location information; enables to notify the approach of the call center operator (O) for the complaint to the subscriber (A).
3. A system (1) according to Claim 1, characterized by the complaint receiving unit (3) which transmits the cell information that provides service to the location subject to the complaint of the subscriber (A) to the bulletin service
(4) and the alarm service
(5). 4. A system (1) according to Claim 1, characterized by the complaint receiving unit (3) which transmits the location information subject to the complaint of the subscriber (A) to the coverage layer
(6), the work order layer
(7), the loss area layer
(8) and the density layer (9). 5. A system (1) according to Claim 1, characterized by the bulletin service (4) which determines whether there has been a breakdown known or registered within the last two hours in the location subject to the complaint of the subscriber (A). 6. A system (1) according to Claim 1, characterized by the bulletin service (4) which provides guidance to the call center operator (O) such that it should reject the complaint of the subscriber (A) by giving a general breakdown information over the complaint receiving unit (3) in the event that the bulletin service (4) determines that there is a breakdown known or registered within a meaningful past time in the cell providing service to the location subject to the complaint of the subscriber (A) and transmits the breakdown record to the decision support unit (10).
A system (1) according to Claim 1, characterized by the alarm service (5) which performs query on an alarm table that is updated at every five minutes.
A system (1) according to Claim 1, characterized by the decision support unit (10) which provides guidance to the call center operator (O) such that it should give a general breakdown information over the complaint receiving unit (3) and reject the complaint of the subscriber (A) in the event that the alarm service (5) determines that there is an instant breakdown known in the cell providing service to the location subject to the complaint of the subscriber (A) and transmits the breakdown record to the decision support unit (10).
9. A system (1) according to Claim 1, characterized by the coverage layer (6) which carries out the transaction determining the signal level by using image analysis technique on the picture image of 2G-3G coverage data generated by simulation in the network.
10. A system (1) according to Claim 1, characterized by the coverage layer (6) which finds out the signal level in the related location by reading out the pixel value in the location subject to the complaint of the subscriber (A) belonging to the coverage data in the form of picture by query sentences by means of databases supporting raster data.
11. A system (1) according to Claim 1, characterized by the decision support unit (10) which provides guidance to the call center operator (O) such that it should reject the complaint of the subscriber (A) by giving the information that "the problem experienced about the signal level is already known" over the complaint receiving unit (3) if the coverage layer (6) determines that there is not signal level sufficient for a healthy network service in the location subject to the complaint of the subscriber (A) in the operation of determining this signal level realized.
12. A system (1) according to Claim 1, characterized by the work order layer (7) which is adapted to perform tasks of finding out the influence areas of the area works expected to be completed within the network in the near future and enabling the decision support unit (10) to provide guidance to the call center operator (O) such that decision support unit (10) should reject the complaint of the subscriber (A) by giving the information that "the area where problem is experienced is a currently worked area" by giving information to the decision support unit (10) in the event that the location information subject to the complaint of the subscriber (A) is in this influence area.
13. A system (1) according to Claim 1, characterized by the work order layer (7) which receives the location information of the work orders from the network information system.
14. A system (1) according to Claim 1, characterized by the work order layer (7) which uses the method of normalized k-nearest neighbourhood clustering on work orders when finding out influence areas of regional works.
15. A system (1) according to Claim 1, characterized by the work order layer (7) which finds out influence area per work order by using a method wherein correlative distance information obtained by the k-nearest neighbourhood clustering are normalized and distances of each work order with other each five work orders are determined and these distances averages are calculated as effective radius.
16. A system (1) according to Claim 1, characterized by the work order layer (7) which carries out tasks of finding out the influence areas of the base stations with known locations or that are disassembled or passivized in the near future are detected and the decision support unit (10) provides guidance to the call center operator (O) such that decision support unit (10) should reject the complaint of the subscriber (A) by giving the information that "the network members in the area where problem is experienced are now passivized" by giving information to the decision support unit (10) in the event that the location information subject to the complaint of the subscriber (A) is in this influence area.
17. A system (1) according to Claim 1, characterized by the work order layer (7) which makes detection of effective area by considering the work order information at that location while determining the influence area of the passivized network members since it has a structure related to the passivized area locations and the area work order locations.
18. A system (1) according to Claim 1, characterized by the work order layer (7) which makes arrangement such that it first receives the work orders from the network information system and it will not create loss area effective field information for these locations while determining the influence areas of the area members with known locations and that are disassembled in the near time.
19. A system (1) according to Claim 1 or Claim 16, characterized by the work order layer (7) which makes influence area calculation by using the method of normalized k-nearest neighbourhood clustering.
20. A system (1) according to Claim 1, characterized by the density layer (9) which applies the K-means clustering method as rule based.
21. A system (1) according to Claim 20, characterized by the density layer (9) which makes distribution of complaints received from rural areas by making the complaints received from all of the rural area as complied in the point in the middle of the complaint locations.
22. A system (1) according to Claim 21, characterized by the density layer (9) which makes distribution of complaints non-rural areas in the form of homogeneous distribution.
PCT/TR2015/000374 2014-12-31 2015-12-23 Call center decision support system WO2016108784A1 (en)

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