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Reveal your network’s capability to deliver subscriber Experience

All CTOs want to see what actual quality the network is capable of delivering, across multiple areas: service, application, geography, subscriber. These data splits with comparisons over time are necessary to build up a true picture and justify CAPEX spend.

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Solution

ScoreCard presents the quality of experience to be expected from the network at any given time from specific application categories (Voice, Data, Video) and provide break downs by location, device, topology or subscriber, to identify bottlenecks and see where to invest for improvement.

Impact and Results

Cost efficient investment to improve the network and subscriber experience. See the actual quality being delivered by the network and analyze the improvements following upgrades. Break down the scores in perspectives such as location, subscriber tier or topology, each described on the following pages.

Figure 1

Network KPIs can no longer show the complete picture, a subscriber and application perspective is needed.

Figure 2

Reveal the network’s score and show the capability to deliver quality from the subscribers’ perspective.

Location Perspective identifying impact of RAN congestion in a mobile network

With ScoreCard, operators can quickly determine if their network is delivering a good experience for the applications that drive subscriber usage. However, drill down is needed to reveal the root cause of a lower than expected score and enable action. A break down by traffic origin Location, such as the Cell ID in the RAN network, can reveal differences in quality delivered by different parts of the network.

Solution

The Location Perspective breaks down the scores per area where the subscriber is located. This can be a geographical area in a fixed network or a Cell ID in a mobile network. Viewing the score per Cell ID identifies poor performing cells. A drill down can show that there is high latency in this particular cell, far more than in others. This is caused by packets are being retransmitted in the Radio Access Network, as retransmission is a built-in function. This procedure adds delay in the overall session delivery, pointing to congestion in the cell. If the links had shown packet loss instead, it would mean that the packet would have been retransmitted, revealing that the back-haul link is the problem.

Impact and Results

Procera’s ScoreCard enables operators to enhance their Subscribers’ Experience. By adding location perspectives, insights quality of experience data becomes intermediately actionable, so that operators can prioritize their investments to achieve maximum ROI.

Figure 3

This picture shows ScoreCard per Cell in a Mobile network. One cell is performing significantly worse than others, scoring an F on Social Media. The root-cause of this the high latency, caused by RAN packet retransmissions.

Figure 4

Drill down per location to reveal the root cause of an application’s low score.

Subscriber Perspective understanding video quality in a fixed network

Understanding how different segments of your subscriber base are experiencing their services is critical to being pro-active on complaints. It will also drive to a sharper and more valuable pitch for up-sell proposition, as you can target the users who will enjoy the benefits of an upgrade.

Solution

ScoreCard with Subscriber Perspectives allows the break down of scores in any groups of subscribers defined by the operator. Data is saved on a per subscriber basis, so new groups can be formed dynamically discovering new segments and user trends. Typically a configuration would include Tiers as well as specific VIP and Corporate users.

Impact and Results

ScoreCard visualizes the impact on the subscriber experience with clear figures on the amount of customers affected. The problem is isolated to a specific set of nodes and can therefore be fixed quickly. ScoreCard will display the impact the improvements have made on Subscriber Experience.

Figure 5

This picture shows ScoreCard per Subscriber Group such as Gold/ Silver/Bronze Tiers. One group is performing significantly worse, in particular on streaming video. The root-cause of this the low throughput caused by configuration of the subscription tier. An up-sell campaign is the first approach to move OTT video users to a Silver plan instead.

Dynamically discovering new segments and trends by defining new groups and revealing their quality score.
Figure 6

This picture shows ScoreCard per sub-section of the network as defined in a Topology view. It is clear that Subscribers behind the left section of the network are unhappy, while the traffic on the right is flowing with normal quality. Break down of scores are needed as traffic volumes per area can differ significantly they can hide the true experience.

Understand subscriber experience during peak hours in specific areas of the network

How does a Network Operations Center know what quality is delivered everywhere in the network? Typically KPIs will only show on equipment levels, or on the overall traffic, missing typical load balancing problems, configuration issues and quality degradations in less trafficked areas of the network.

Solution

ScoreCard presents the quality with break down into a Topology Perspective. In this way, the quality delivered will be shown in virtual groups of subscribers sharing the same network resources.

Impact and Results

During busy times, ScoreCard is showing that one area of the cable network (topology wise) has poor Web Surfing experiences, rating a D. This is caused by the high amount of packet loss in that area of the network. The Video Streaming service is still providing a B as the packet loss is not severe enough to impact the video play out buffer. Gaming is receiving an F as it is severely impacted by the network.

Drill down into the area indicates that there is likely congestion on links that are configured with a small queue size. If the queue was large, a significant delay would have been introduced. The total throughput from an area in the topology can be read indicating that a load balancing scenario misconfiguration is likely. ScoreCard visualized the impact on the subscriber experience with clear figures on the amount of customers affected. The problem is isolated to a specific set of nodes and can therefore be fixed quickly. ScoreCard will display the impact improvements have made on Subscriber Experience.

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ScoreCard - Drill Down

Understand subscriber experience during peak hours in specific areas of the network

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