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freehe
freehe
3/20/2018 7:02:58 PM
User Rank
Gigamaster
Re: Data Gathering
@Lincoln Lavoie. I am glad to hear that "new standards are evolving to allow operators to monitor and collect performance data, which can help flag problems before the users become aware the problem exists."

This is the most successful and effective method of detecting problems - being proactive. However, most companies operate in a reactive mode.

I wish my Pay TV company had this technology. At least once a month I experience degradation of service.

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freehe
freehe
3/20/2018 7:00:41 PM
User Rank
Gigamaster
Re: Data Gathering
@DonBrowne. Totally agree. Also, what is considered a "real" issue versus consumer misunderstanding or incorrect configurations for those who purchase their own equipment (routers, etc.)

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freehe
freehe
3/20/2018 6:58:24 PM
User Rank
Gigamaster
Re: Data Gathering
@afwriter. I concur. This is a great article. QoE is not accurate because it only counts customers who report issues. In addition, if a customer reports the same issue in one day is it recorded as one ticket or multiple tickets? Also, what criteria is used to determine if a customer is "satisfied"?

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Lincoln Lavoie
Lincoln Lavoie
3/20/2018 3:06:33 PM
User Rank
Author
Re: Data Gathering
Couple of questions in there.  Improving QoE depends on a bunch of factors, including both the network and the application in question. The network is fairly easiy, it's a function of available data rate and performance (i.e. packet loss and latency). If the network delivers on those metrics, than it falls to the application to also provide the user with both timely feedback (i.e. search bar progress, and overall application performance).

In terms of gathering QoE data, its dificult to do that through automated / monitoring processes, because it's the user's perception.  However, there is a lot of ongoing work right now on implementing means of monitoring the network and it's performance, which can be one large factor in the QoE scores.

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Lincoln Lavoie
Lincoln Lavoie
3/20/2018 3:03:07 PM
User Rank
Author
Re: Data Gathering
True, user education is always a good thing, but is dificult, given the differnt levels of expericne with networks and troubleshooting the users have. Aside from ensure operators deploy equipment they trust and a-priori know the performance of, there are other techniques to remotely manage and troubleshoot that equipment.  Similar, new standards are evolving to allow operators to monitor and collect performance data, which can help flag problems before the users become aware the problem exists.

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DonBrowne
DonBrowne
3/14/2018 10:40:29 AM
User Rank
Gigamaster
Re: Data Gathering
It would seem that not only measuring the QoE is beneficial but most likely there's going to have to be continuing education aimed at customer so they can better understand the variables that lead to what they experience as bad wifi experiences.

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afwriter
afwriter
3/8/2018 10:50:04 AM
User Rank
Gigamaster
Data Gathering
This is a great article and I am interested in a further deep dive of what companies are doing to improve QoE. I'm wondering how they are gathering data on QoE especially when it is impossible to please everyone all the time. 

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