Method and apparatus for managing quality of service

1. A server, comprising a memory storing computer instructions and being coupled with a controller circuit which when executing the computer instructions performs operations comprising:

obtaining first network performance indicators for routers and switches of a network, wherein the first network performance indicators comprise first processor utilization, first packet count, first packet delivery errors and first discards;

obtaining first premises performance indicators for set top boxes and residential gateways coupled with the network, wherein at least some of the routers and switches are used in delivering services to the set top boxes;

obtaining first user activity information for the set top boxes;

obtaining premises feedback from complaint information of customer call service records associated with at least some of the set top boxes;

determining regression coefficients that quantify a relationship between the premises feedback and the first network and premises performance indicators by utilizing statistical regression analysis on at least the first network performance indicators, the first premises performance indicators, the first user activity information and the premises feedback;

obtaining second network performance indicators for the routers and the switches, wherein the second network performance indicators comprise second processor utilization, second packet count, second packet delivery errors and second discards;

obtaining second premises performance indicators for the set top boxes and the residential gateways;

obtaining second user activity information for the set top boxes; and

predicting customer complaints by applying the regression coefficients to at least the second network performance indicators, the second premises performance indicators and the second user activity information.

2. The server of claim 1 , wherein the controller circuit is programmed to generate workforce allocation information that is usable by a service provider for allocating personnel to address potential service issues associated with the predicted customer complaints.

3. The server of claim 2 , wherein the workforce allocation information indicates services areas associated with the predicted customer complaints.

4. The server of claim 1 , wherein the first premises performance indicators for the set top boxes comprise at least one of first video throughput, first receiver transport stream errors, first codec errors, first digital rights management errors, first viewing duration of channels, first program message logs or first event logs, and wherein the second premises performance indicators for the set top boxes comprise at least one of second video throughput, second receiver transport stream errors, second codec errors, second digital rights management errors, second viewing duration of channels, second program message logs or second event logs.

5. The server of claim 1 , wherein the first premises performance indicators for the residential gateways comprise first reboot logs, and wherein the second premises performance indicators for the residential gateways comprise second reboot logs.

6. The server of claim 1 , wherein the first user activity information comprises at least one of first power status, first channel switching, first video streaming control or first screen menu invocation, and wherein the second user activity information comprises at least one of second power status, second channel switching, second video streaming control or second screen menu invocation.

7. The server of claim 1 , wherein the controller circuit is programmed to:

define data points for each of the first network and premises performance indicators based on a metric, a location, a begin time and an end time associated with said first network and premises performance indicators; and

convert each of the data points to fixed-size time interval data for use in the statistical regression analysis.

8. The server of claim 7 , wherein the controller circuit is programmed to aggregate each of the fixed-size time interval data based on at least one of a minimum value, a maximum value or an average value for use in the statistical regression analysis.

9. The server of claim 1 , wherein the controller circuit is programmed to:

define data points for each of the first network and premises performance indicators based on a metric, a location, a begin time and an end time associated with said first network and premises performance indicators; and

normalize the defined data points to a binary value by comparison with a threshold associated with the metric and location of each of the data points, wherein the normalized defined data points are utilized in the statistical regression analysis.

10. The server of claim 9 , wherein the controller circuit is programmed to determine the threshold based on the obtained premises feedback.