Patent Document ID: 8826314
Application ID: 13360828
Patent Flag: 1

Claim One:
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.