Nemo CEM Solution Admin User Guide 2.0

8/9/2019 Nemo CEM Solution Admin User Guide 2.0

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Admin User Guide

Version 2.00


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C O N T E N T S 2

CONTENTS

INTRODUCTION 6

AGENT CONFIGURATION 7

Creating a Scenario 7

Global Settings Configuration 7

Location Information Configuration 9

Global Settings Location Information 9

Service Location Information 9

SCRIPT TEST SETTINGS 10

Script Parameters 10

Script Testing Configuration 10

SCENARIO EXPORT 11

Scenario Import 12

SURVEY CREATION 13

COUPONS 13

CUSTOMERS 15

CUSTOMER SELECTION 15

Search Process 15

Result Display 17

Move or Export Customers 18

Access Customer Page 18

MESSAGES 19

Message creation 19

Message Edition 20

TOP 10 CUSTOMER REPORTS 20

Calculation 20

AGENTS MANAGEMENT 22

DEPLOYMENT OVERVIEW 22

Distribution of Active Agents 22

Calculation 23

Calculation 23

Calculation 24

LICENSES REPORTS 24

Daily Installed Agents 24Calculation 25

Cumulated Installed Agents 25

Calculation 26

Agent Status 26


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C O N T E N T S 3

Calculation 26

Cumulated Charged Agents 27

Calculation 27

Calculation 28

Agent Upgrade 28

Package Properties 28

Package Upload 29

Testing an Upgrade 30

Publishing a Test Agent 31

Package Archives 31

Redirecting Customers' Agents 31

Package History 31

Configuring Server Download Page 32

SOLUTION SETTINGS 33

QCUSTOMER VIEW 33

Dashboard 33

Report Selection 33

Layout Selection 33

Scenario Categories 33

Ordering Scenario into Categories 33

Threshold Configuration 34

ENRICHMENT 35

Customer Enrichment 35

MSISDN & IMSI 35

Customer Data Import Error! Bookmark not defined.

Cell Ref Import Error! Bookmark not defined.

Enrichment Dictionary 36

Measurement Mapping 37

MISC 37

Voice Status computation 37

Configuration 38

End status 39

Change in CSV Files 39

Details and Export Templates 40

North Bound Interface 41

Checking Export Integrity 43Mail Alert 43

Introduction 43

Granularity 43

Anti-spam Feature 44


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C O N T E N T S 4

Data Aggregation 44

Mail Alert Configuration 45

Available Services and Criteria 46

Mail Alert Configuration 46

SERVICE CONFIGURATION 48

RADIO & COVERAGE MONITORING 48

Radio Access Technology 48

Silent Live Monitoring mode 48

Data Access Technology 48


Signal Coverage 48


Silent Script Monitoring mode 49

Network Connectivity 49


ISHO 49


VOICE MONITORING 49



DATA MONITORING 50

Data HTTP 50


On-Click Script Monitoring mode & Silent-Script Monitoring 50

Data FTP 51


Web 51



Video Streaming 52


Applications 52


Latency 53


Connection 53Silent Live Monitoring mode 53

CUSTOMER FEEDBACK 53

Time Based Questionnaire 53

Ticket 53


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C O N T E N T S 5

DEVICE MONITORING 53

Battery 53


MESSAGE MONITORING 54

SMS 54



MMS 54



Mail 55



SERVICE AVAILABILITY 56

TECH NICAL SUPPORT 57


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N e m o C E M S o l u t i o n – A d m i n U s e r G u i d e 6

INTRODUCTION

Qview Admin is Nemo CEM Solution management console, the heart of the solution. It aims to set and

manage scenarios, configuration and communication to and with the customer base. Thanks to a high

flexibility and its One-to-One settings policy, it creates additional value and more accurate analysis for

QTrend View, QNetwork View and QCustomer View modules.

In this document, the following terms will be used as follows:

DQA defines the Nemo CEM Solution Device Quality Agent installed in a customer's device

Portal defines globally the server part of the Nemo CEM solution

OS refers to the Operating System of a customer's device

The Qview Admin module provides the following features:

Configure and manage DQAs’ behaviour and monitoring

Manage and interact with the customer base

Set Portal analytical and functional parameters


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AGENT CONFIGURATION

This module defines a set of configurations for the agents: what they do and when they do it. The

process is divided between creation and edition of a scenario in which services and agent modes will be

activated and configured.

Scenario : a scenario is the configuration that will be applied to the DQA. It defines what services are

active and contains a wide range of parameters for each service. A default scenario is automatically

downloaded by the DQA when launching it for the first time. When a scenario is modified, a new

configuration file becomes available for the DQA. It will be picked up and applied at the next check

configuration event.

Survey: there are 2 different types of surveys:

1. Standard surveys that can be used as Time Based Questionnaires or on events such as in the

end of a voice call, when an application shuts down, etc.

2. Ticket surveys that are fit for the ticket feature

If both types are configured the same way, ticket surveys are not available to be set on an event.

Coupon: coupon is a code that can be entered within the agent, either in a popup when launching the

application for the first time or in the DQA's settings. The coupon changes the scenario the customer is

in to the one it is linked with.

Creating a Scenario1. Click on the "New" button on the Scenario page.

2. A new window opens.

3. Enter the different settings defining your scenario. Description field is not mandatory but is advised in

case there are several scenarios with similar features to manage.

When a new scenario is created it can be configured.

Global Settings Configuration1. Access the Scenario page and click on the scenario that needs editing or configuring.

2. Global settings are displayed by default on the right side of the page.

Note: scenario creation parameters can also be edited on the same page.

3. Select the different user roles that have access to the scenario results. If unchecked, these users will

not see results and details from that scenario. The scenario is not available in the scenario filter for these

roles. Roles that are defined in the Portal are displayed and can be selected or unselected with a

checkbox. Roles that have the higher access level cannot be restricted from scenario results.

Note: In any case, permissions do not restrict scenario’s confi guring and editing to the

targeted roles. It works only for the reports using the scenario fi lter.


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4. Access the Global Settings block

5. Set the Portal URL:

6. Set the Configuration URL open field: It is the URL where the agents seek and download the

configuration file for the agents. That URL is set when the portal is created. Restricted to the

Administ rator rights . You w il l not have to mod if y i t yourself .

7. Set the Gateway: URL where the agents will send all data. Restricted to the Administrator

rights. You will not have to modify it yourself.

8. Set Log URL: URL where all logs coming from the DQA are sent. Restricted to Administrator

rights.

9. Set Location Information: Enable or disable the location information for the whole scenario. More

information on Location Information Configuration.

10. Set Roaming Mode: set if the data is to be collected while roaming. When the value is set on

off, data collected by the SLM while abroad is sent to the server when the user is back in home

network or when a WiFi connection is available. SSM tests are deactivated during roaming.Roaming mode works for Android, iOS and RIM.

11. Set Debug Mode (Deprecated! ): activating the debug status will give to the panelist extra

access for sending specific logs in iOS. However, log size can increase quickly and have a high

impact on the user data plan. It is advisable to enable this feature if a major issue is happening on

the agents.

12. Set logs information: enables log sending for DQA in the scenario Note: activating log greatly

increases the volume of data sent from the agent.

No Log: no logs are to send

Log error messages: only send logs that are linked to a an error

Log warning message: only send logs that are related to warnings

Log informative message: only send logs that are related to informative messages

Log all messages: send all logs. However, when this feature is enabled, impact on the user

data plan and battery can become relatively high.

13. Set WiFi mode reminder: subcategory aimed to manage the customer reminder popup when

KPIs are spooled due to the WiFi mode option on the agents. The first value to be reached triggers

the notification popup.

Notification time: maximum duration in hours the user can spend without WiFi connectionwith spooled measurements.

Notification Size: maximum size of measurement spooled in the agent before triggering a

notification.


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Location Information Configuration

Location information can be defined in 2 different places:

In the global settings where it can be turned on with a pre-set for all services

Per service where it needs to be activated.

Global Settings Location Information

1. Access the Scenario Configuration Page

2. In Global Settings Block, turn on location information

3. Set Location Accuracy in meters: stops location measuring when the accuracy is met.

4. Set a location Timeout in seconds: stops the measurement after a defined amount of time if

the location accuracy parameters are not met.

Note: accurate measurement and high t imer have greater impact on the battery

consumption.

Location Accuracy and Location Timeout are set automatically to each service when location

information is turned on.

Service Location Information

1. Access the Scenario Configuration Page.

2. Access a Service by clicking on it in the left panel

3. Turn on location Information.

Note: location parameters inherit t he ones set in the Global Settings automatically.

4. To override Global Settings Location parameters, click on "Advanced Settings".

Set Location Accuracy in meters: stops location measurement when the accuracy is

met.

Set a location Timeout in seconds: stops the measurement after a defined amount of

time if the location accuracy parameters are not met.

Please follow the path as it is stated above:

Survey Manager


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SCRIPT TEST SETTINGS All On-Click Monitoring and Silent-Script Monitoring tests work the same way with a need to

• Add Script Parameters (content)

• Define a test script that will be played

Script Parameters

All parameters fully depend of the service. To get more information on them, refer to the Service

Settings page.

1. Access a service on the Scenario Configuration page

2. If a script is already configured, a set of parameters will appear on the screen. Click on Edit to

access the editing page. Otherwise click on "Add Script Parameters".

Info: all script parameters can be deleted by clicking on the delete icon on the right.

Script Testing Configuration

1. Access a service on the Scenario Configuration page.

2. Access an OCM or SSM block.

3. Define the script that is to be run

Available parameters are listed on the right. Click on the "+"button to add them to the test

script. Each parameter is defined in the script parameter page that has been previously

set.


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Script: the test script is played from top to bottom. Between each item of the script, a timer(in seconds) appears automatically. Click on the timer to configure it.

Info: time between 2 items must be at least 1 second.

4. Define the number of iteration in the drop-down list with:

Single test: 1 iteration

Infinite loop: test will be played endlessly

User preference: number of iterations and the time between each iteration can be setmanually. Time interval is set in seconds.

SSM test: define the time between 2 SSM tests in seconds.

SCENARIO EXPORT

1. Access Qview Admin module and select the Agent section2. Select the Scenario page3. Select which scenario to export by checking boxes on the left side

TIP: it is possible to export several scenarios at the same time.

4. Click on export: exports will be downloaded on your computer in zip format.


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Scenario Import1. Access Qview Admin module and select the Agent section

2. Select the Scenario page

3. Click on “Import”

4. Click on select file and select an exported scenario

5. Create a new scenario or overwrite an existing one

6. Set prefixes and suffixes for the new scenario name

Set prefixes and suffixes for the new scenario name

Info: name is automatically the same one as the exported scenario.

7. Create or overwrite existing survey

Info: selecting new will not import the survey in the new scenario

8. Click on Import to access the summary page


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9. Click on Continue to import the scenario

Info: scenario will appear with their name within the XML export plus the prefixes and suffixes chosen.

To change their name, just edit the scenario.

SURVEY CREATION

1. Access the Qview Admin/Survey module

2. On the page listing the survey, click on “New Survey”.

3. Enter the name of the survey and define whether it is a survey for the Ticket feature.

4. Click on “Add question” and enter a question.

5. Click on “Add choice” and enter the answer of your question if the question is a multiple choice

question.

6. Enter if the answer ends the survey or directs to another question.

TIP: to set the flow between answers and questions, it is advisable to enter first all questions before

adding choices.

7. To add an “Open text answer”, click on “Add free text answer and choose under which label the

answer will be displayed. It is used when the answers are a mix of choices and free text. Note: onlyone free text answer can be added per question.

WARNING: if the survey is already set in a scenario and simply edited, the scenario will not be

updated. Changing another setting to generate a new configuration file is needed so that the survey

changes are applied to the agents.

COUPONS

Coupons link a customer or a group of customers directly to a scenario. When customers enter a

coupon in their DQA, the server automatically moves them to the scenario linked to the coupon

value. Coupon values and properties are displayed in this menu.


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Device & Agent information

o Model Brands: brand of the device (i.e. Samsung)

o Models: model of the device (i.e. Galaxy S4)

o OS: check the boxes of the OS to be displayed

o OS version: version of the OS (i.e. 4.2.1)

o DQA version: number of the DQA version (i.e. 3.30 build 1003)

o MCC: Mobile Country Code

o MNC: Mobile National Code

Customer Information

o Name: In normal mode only. Value entered in the name field of the panelist

details.

o MSISDN: in normal mode only. This information is also filled automatically

by Nemo CEM Solution DQA IMEI: in normal mode only. IMEI of the device

o DQA ID: unique ID of a single DQA.

o Scenarios: name of the scenarios to narrow done your panelist searchwith.

o Panels: name of the panels you want to search panelists in.

o DQA Status: sort out your panelists according to the status of the agent:

Any: display all panelists regardless of the Agent status

Waiting: the agent is waiting for a DQA ID from the server. Normally

this step only requires several seconds

Inactive: The customer has not been active for more than 90 days.

Opted-out (admin): an administrator has decided to block a

customer

Opted-out (license manager): customer is blocked by the system to

avoid being charged without any activity

o License status: sort out panelists according to their licenses, status, and

whether they are charged or not.

Displays all panelists regardless of their license status

Trial: only for specific time before buying the solution

Charged: A customer is charged for the following panelist

Not charged: the following panelists are not charged.

Installation and KPI information

Installation date: date the DQA was installed in a panelist’s device.

Last configuration check: last time the DQA connected to the server to check if

there are new configurations or messages.

Last KPI: indicates the last time the DQA sent KPIs to the server. The closer to the

present, the better.

Note: All information that does not provide a time frame selection is automatically based on the last

information gathered by the DQA.

Multiple selection capabilities: following fields have a multiple selection options:


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Licenses status

DQA status

Panels

scenarios

The following multiple selection options are designed with an item choice system. They are set at "any"

by default. To narrow down the search, select criteria in the dropdown list and click on the "+" icon to

add them.

Operators

Device

OS version

DQA Version

Result Display

Depending on the number of customers resulting from the Search Process, check-boxes for manual

selection will appear or not. Customer manual selection is available only if the results size does not

exceed 50 customers.

Result Display

Depending on the number of customers resulting from the Search Process, check-boxes for manualselection may appear. Customer manual selection is available only if the results size does not exceed

50 customers.

Phone number (normal mode only): the last known phone number of a panelist.

This field is filled with information provided by the SIM card. This feature depends

on both the SIM card and the device model: some devices do not allow access to

this information.

DQA ID: the anonymous ID of the panelist.

IMEI (Normal mode only): the IMEI of the panelist device

Scenario : active scenarios the customer is registered to.

Panels: panels the customer is in.

Phone Brand: name of the device manufacturer.

Phone Model: device model code

OS: OS on the panelist device

DQA version: current version of the DQA on the panelist device

DQA status: explains if the DQA has been sending KPI to the server in the last 7

days.


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Installation : date on which the DQA first checked its status on the server

Last configuration check: the latest heartbeat between the DQA and the server

Last KPI: date when the DQA sent KPIs for the last time.

License status: status of the license linked to the DQA: on trial, charged or not.

Note: Columns that appear in black do not have a sorting option.

Move or Export Customers

The customer database management gives permissions to change customers into other scenarios or

put them into specific groups of customers (panels).

1. Access Qview Admin / Customer and click on the search option.

2. Follow the Search Process.

3. On the result page, click on "Next".

4. Select the action to perform on selected customers:

Move to Scenario: apply another scenario to customers

Create panel: create a group of customers that unlocks the panel search in the

Search Process

Add to panel: add a customer to another panel

Note: customers can be in more than one panel at a time

Move to panel: move customers from their current panels to different ones

Export as csv: export selected customers and their properties.

Access Customer Page1. Access Qview Admin / Customer and click on the search option.

2. Follow the Search Process.

3. On the results page, click on a DQA ID.

4. If QCustomer View module is available, redirection will be set on the QCustomer View Dashboard

page. Otherwise, details will be limited to the Customer support page.


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Customer support page

Some filters available on the page:

Period: choose the dates that interest you. To fill the start date and end date filters,

select “custom”

Start date: earliest date to narrow down search from.

End date: latest date to narrow down search from.

Time zone: change the date and the hours according to the selected time zone.

Type: type of events that can be filtered: Boot messages, customer preference

settings, scenario related tokens, messages tokens and coupon tokens

Display: the customer history page does not have any pagination. The customer

has to select a number of information items to be displayed on the page from 50 to1000

MESSAGES

The messaging system uses the native OS notification system to transfer information to customers.

Nemo CEM Solution uses that system to provide means to reach the customers while protecting their

anonymity

Message creation

1. Access the One Admin / Customer and select the message menu.

2. Click on "New" in the message page.

3. Select customers who will receive the message. Customer selection follows the same process as

[customer selection}(Search Process).

4. Fill the different options in the message creation page: Active mode: set if the message is sent right on the availability date and/or allows a

post launch deactivation.²

Availability date: the date when the message is available for pick up by the DQA

and the date on which it expires. The user also has to specify an hour from which


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N e m o C E M S o l u t i o n – A d m i n U s e r G u i d e 20 the message will be displayed.

A title: the title of the message that appears in the notifications on the DQA side.

The number of characters is limited up to 140. Title and message content share the

same character limit, meaning that if a title has 20 characters, the message can only

have maximum of 120 characters.

Content: the core of the message, maximum of 140 characters, including the title.

By keeping the message short, you maximize the impact and disturb the customer

for only a short period of time.

5. Apply the parameters. The message is sent to selected customers once the DQA's heartbeat system

checks if a new scenario configuration is available.

Message Edition

1. Access the Qview Admin / Customer and select the message menu.

2. Click on the edition icon near the "view report" link.

3. Change the message parameters as explained above.

Note: Only message content and dates can be edited. Target selection cannot be edited.

TOP 10 CUSTOMER REPORTS

This report sorts out the 10 most active customers and displays which services they are using and in

what proportion. You can see if the most active customers are over represented in a service.

Type Bar chart

Main Information Service used per customer

Measurement mode All

Filters None

The X-axis displays the percentage of activity of a single customer among all users’ activity. The Y-axis

displays users per DQA ID. On the top, a field called “Others” displays the activity for other users. Inside

each bar, colors show services’ shares of the overall user activity. The percentage of a service for a

single user is not linked to the X-axis values and cannot be read as such.

CalculationThe data used to build this report comes from the following data tables; tp_voice, tp_th_http, tp_th_ftp,

tp_data, tp_sms, tp_mms, tp_web, tp_video_streaming, tp_netstat time a service is used a count +1 is

made under the service and the DQA ID of the user. We aggregate all counts for all services and all

users to have global activity.

To get a user positioned among others, his share on the activity is calculated by dividing the user’s total

number of services used by the total number of services used by all the users. Then, the results are

sorted out from 10 highest to the lowest. For all users left, their results are aggregated together under


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“Others”, displayed above the 1st user of the top 10. For a single user, all used services are counted.

The total activity can be calculated by adding all the services together. The share of all services is

calculated on the overall activity by dividing a service by the total activity. Each service takes a

proportional length of the X-axis on the user’s DQA ID according to his share.

Example: 3 different users such as:

• The 1st counts 10 measurements, 3 being video, 4 being HTTP, 3 being voice

• The 2nd counts 8 measurements, 4 being voice, 4 being SMS

• The 3rd counts 9 measurements, 3 being video, 3 being data, 3 being voice

The users are sorted out per number of measurements and the future bar length is calculated according

to the share of their measurements on the total activity:

1. The 1st with 10 measurements being 10/27= 37%

2. The 3rd with 9 measurements being 9/27= 33%

3. The 2nd with 8 measurements being 8/27= 29%

Then, the share of each service per user is calculated:

The 1st:

HTTP: 4/10 = 40%

Video =3/10= 30%

Voice = 3/10 = 30% the 1st user’s HTTP will take 40% of the total bar length and Video and Voice 30%

each.

The 2nd:

Voice = 4/8=50%

SMS = 4/8=50% the 2nd user Voice and SMS takes 50% of the bar length

The 3rd:

Video =3/9= 33%

Voice = 3/9 = 33%

Data = 3/9= 33% the 3rd user, Video, voice and Data takes 33% of the bar length

each.


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AGENTS MANAGEMENT

Agent management is divided into 2 main categories:

1. Reporting on Deployment and Licenses

2. Upgrading Management for testing a new agent version and pushing them to the customers' DQAs

DEPLOYMENT OVERVIEW

Distribution of Active Agents

Distribution of active agents gives information on the most used and deployed OS among all active

Device Quality Agents. The Active Agent Distribution is a drill down of an OS that can be accessed by

clicking on a share of the pie chart. The chart displays the repartition of operating systems on all active

agents. Only the systems with at least one active agent are displayed. For being regarded as active the

agent needs to have sent at least one KPI in the last 90 days.

Type

Pie

Chart

Main Information OS

Measurement

mode

All

Filters

None


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Calculation

Data used to build this report comes from the following data table: tp_d_licence_by_os.

The percentage of all OS per active agents is computed. Only the DQAs that have sent KPIs in the past

7 days are used to compute the reports. A simple rate calculation is in this report.

Example: With 7 measurements on iOS and 3 on Android, a pie chart is divided into 2 with: iOS being

70% of all the pie and Android 30% if the agents have at least sent 1 KPI in the past 90 days.

Active Agent Version Distribution

This report displays the different versions of the agents among active agent per OS. It helps you to

understand what part of your panel in a specific OS the Device Quality Agent did not update. This chart

displays the repartition of DQA version per OS. For being regarded as active the agent needs to have

sent at least one KPI in the last 90 days.

Type Cumulative line Chart

Main Information OSMeasurement mode All

Filters None

Calculation

Data used to build this report comes from the following data table: ta_d_support. The percentage of all

DQA versions per single OS is computed among the active agents. Only the DQAs that have sent KPIs

in the past 7 days are used to compute this report. A simple rate calculation is used in this report.

Example: With 7 measurements on DQA 7.2 and 3 on DQA 7.3, a pie chart is divided in 2 with: DQA 7.2

being 70% of the pie chart and DQA 7.3 30% if the agents have sent at least 1 KPI in the past 90 days.


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Knowing what OS has been installed on each day is a key metric when managing the license and

following trends among users. If the trends do not fit your goals, you can correct them by deploying the

DQA to users with the targeted OS. The report shows the number of DQA installations per OS per each

day. Different colors indicate different operating systems. Each value is shown as a dot in the Y-axis for

each day (X-axis). Dots for the same OS are linked together, displaying if the number of installed DQAs

is increasing or decreasing over time.

Type Cumulative Line Chart

Main Information Installed agent


Filters None

Note: Some systems may be tagged as Unknown. This happens if the ETL that generates the reports

has been running while a DQA has checked with the server for the first time. There is a short period,

about 10-15 minutes, to get back and load the OS information, so in this case the value will be set as

unknown.

Calculation

Data used to build this report comes from the following Drupal data table: ta_d_licence_by_OS compute

the number of all DQAs installed per OS for each day. Only the DQAs that have checked to the server

to get a DQA ID are computed in this report. A simple rate calculation is used in this report.

Example: If 7 DQAs checked to get a DQA ID on March 4th, the value displayed for the X-axis 13-03-04will be 7.

Cumulated Installed Agents

This report displays the daily cumulative number of installed agents. Values from previous days are

added to the number of DQAs installed during the current day. This report displays the number of

agents that have been installed before the X-axis day value + the number of DQAs installed during the

current day. Therefore, there is a single view for all information on DQA installation per OS such as:

Y-axis: number of installed agents

X-axis: days

Colors: one OS per color


Main Information Installed agent


Filters None


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Calculation

Data used to build this report comes from the following Drupal data table: ta_d_licence_by_OS.

Compute the number of DQAs that have checked at least once to get a DQA ID. Each day, all past

values taken and added to the number of DQAs installed during the current day. The number comes

from adding the number of installed DQAs per OS. Each OS is represented by a color such as the sum

of all OS reach the DQA value. A simple count per OS is used to compute this report.

Example: We are interested in the number of DQAs installed on the 30th of March. On this day there

are 2 DQAs on Android and 3 on iOS. On the 30th of March all installed DQAs together reach 5. The

color of Android OS reaches 2 and iOS in another color reaches 5 (2+3).

Agent Status

Agent status displays the ratio between the number of DQAs installed in a day and the number ofDQAs that are active. The higher the rate the more KPIs and measurements there are.


Main Information Active DQA, Sending KPI and

Installed Agents


Filters None

Calculation

Data used to build this report comes from the following Drupal data table: ta_d_licence_by_OS.

Compute the number of DQAs that have checked at least once to get a DQA ID. Each day, all past

values are taken and added the number of DQAs installed on the current day. Among all installed

DQAs the number of active DQAs is displayed and the KPIs for that day are sent. This is displayed by

filling the gap between the active DQAs’ value and the X-axis in red.

Example: We are interested in the number of active DQAs and KPIs sent on the 30th of March. That

day and before the current day, 5 DQAs were installed. Among the 5 DQAs, 3 have sent KPIs on the

30th March. The number of installed Agents is displayed in blue and the number of active ones in red.

The red value reaches 3 and a gap between 3 and 5 is filled in blue.


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Cumulated Charged Agents

Displays the agents that are currently charged to you according to the commercial proposition and the

contract that were signed by both parties.


Main Information Active DQA for more than 7

consecutive days


Filters None

Calculation

Data used to build this report comes from the following Drupal data table: ta_d_licence_by_OS

Computing: The number of agents that send KPIs for more than 7 consecutive days is computed for

each day. A simple count is used to compute this report.

Example: We are interested in the number of charged agents and the difference between March 3rd

and March 4th. On the 3rd, 3 DQAs were charged. On the 4th, 2 new DQAs reached 7 consecutive

days needed in terms to be charged. The value on the 4th is 5.

License Details

This report shows the details of each status according to the end of the period or what happened

during the period. Statuses are shown in the end of a period and on selected end dates.

Installed: the raw number of all installation on the end date

Active: the number of DQAs that were sending KPIs on the end date

Charged: the number of DQAs that are charged (sending KPIs for more than 7 days)on the end date


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Type

Table

Main

Information

Active

DQAs

for

more

than

7

consecutive

days


Filters

Time

Period,

Start

date,

End

date,

Timezone

Calculation

Data used to build this report comes from the following Drupal data table: ta_d_licence_by_OS

Compute the number of value fitting the different charging status criteria according to the different OS.

Example: We are interested in the total number of DQAs to be charged. We have currently 100 DQAs

on Android that fit several criteria such as:

50 new

30 renewed

20 removed

There are: 50+30-20 DQAs to be charged = 60

The value in the “to be charged column” for Android is 60

Agent Upgrade

Upgrade management tool enables smooth management of agent upgrade processes with capability

to limit deployment to a test group. Packages will be delivered by Anite when a fix package or an

upgrade of the version is scheduled. The Upgrade management tool allows deploying and testing

these packages on a limited population. Therefore packages have 5 different statuses:

Test: unreleased package that applies to a limited manually selected population.

Published: package deployed to all agents available for an upgrade.

Redirected: transfers user from a package to another through the folder system.

Removed: a test build that has been uploaded and removed before being published

Archive: old published tests that have been replaced by newer versions. Archive can also be

done manually.

Package Properties

Each Nemo CEM Solution package has the following properties:

OS name

Package version

supported OS version

Profile: customization available for customers

Server : URL of the remote server the agent will check to/ sends information to

Update date: date of the package creation

Folder : folder in the deployment URL for downloading the agent. Example:


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N e m o C E M S o l u t i o n – A d m i n U s e r G u i d e 29"https://xxx.anite.install/example/android.apk". The folder is called here "example". When an

upgrade is available it must be published in the "example" folder for being effective in agents.

Protocol : use the following protocol to reach the server: HTTP / HTTPS

Anonymous: defines if the agent is on anonymous mode or not

License popup: defines if the double license notification is on

Coupon: Enable/Disable the Coupon feature

WiFi mode: Enable/Disable the WiFi mode feature

Notification: displays the service notification all the time in Android notification bar

Status

Package Upload

1. Access the Qview Admin / Agent Management / Agent Upgrade / Package upload page

2. Select a path type to find a package to upload.

Server: select an agent that has already been uploaded to the server. Default path is

root_folder/wum_packages/success. This option gives access to all agents available in that

directory through a radio button.

Local: select manually a local path on the computer / network.

3. Click on "Upload" and access the summary page"

4. The summary page displays the previously selected current package published for the OS. The new

uploaded package appears on the right side with Test status.

5. Click on "Proceed with upload to continue"

Note: If the version selected is inferior to the published one, has been already published or under a

test status, a warning message is displayed in red in the bottom of the screen.


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Upload failure: in case the package upload fails, the zip file is moved to a failed history.

Testing an Upgrade

1. Access the Qview Admin / Agent Management / Agent Upgrade / Packages page

2. On the list of available packages, click on "Edit". If a package is not on the list, it could be archived

or not uploaded yet. For archive, refer to Package Archives section and for upload refer to Package

Upload

Note: a newly uploaded package will already have the test status.

3. On the package details page, go down to test summary and enter a DQA ID in the open field "Add

customer to the test pool". The field has an auto search feature that allows selecting DQA ID only by

typing the first characters. Only customers listed in the test package will receive an upgrade for the

test agent.

WARNING: Only customers from the same OS and the same folder should be selected for tests.

Otherwise test do not work.


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Publishing a Test Agent


2. Select the test package to publish and click on "Edit".

3. On the Details page, click on "Publish Test Package". All DQAs that have the agent

installed in the same folder (DL link) receive an upgrade notification at next DQA's heartbeat.

Package Archives


2. Select a published package to publish and click on "Edit".

3. Click on "Archive PUBLISHED package".

WARNING: Archiving packages removes the published package and the customers' DQA

linked to that package no longer receives any upgrade notifications.

Redirecting Customers' Agents

This feature enables to direct agents from a folder to another. Customers linked to that agent

get an update from the folder they were redirected to.


2. Select a published package to publish and click on "Edit".

3. Select a folder from the dropdown list.

4. Click on "Redirect"

Note: Redirection works only with published packages.

Package History

Package history is a read only page that lists what changes have been made and by whom.

1. Access the Qview Admin / Agent Management / Agent Upgrade / Package History

2. Use the filter on the top of the page to search a specific package

Available in fo rmation :

User: login name of the user who modified the package

Action date

Upload date

Publication date

OS

Folder

Status: new status resulting of the user action

Version (of the agent)


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Profile: customization used on the package

Name

Configuring Server Download Page

1. Access the Qview Admin / Agent Management / Agent Upgrade / Server Download

page

2. Select a folder (= URL folder like "https://xxx.anite.install/FOLDER") to apply the

configuration to the dropdown list

3. Select the logo that should be displayed on the page. No specific dimensions are

required but will highly impact the page design.

4. Select the EULA that will be displayed when potential customers click on "terms and

conditions" link.

5. Enter the application name that is displayed within the sentence "By clicking on "I

accept", you attest that you have read and accepted Nemo CEM Solution terms and

conditions of use."


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SOLUTION SETTINGS

QCUSTOMER VIEW

This section sets different options on the QCustomer View Dashboard page

DashboardDashboard page is used to set the reporting layout as well as the reports that are displayed.

Report SelectionSelect different reports ordered per type, displayed on the QCustomer View Dashboard. Unselected

reports will disappear from the right side of the page

Layout SelectionUse drag and drop to place different reports on the page

Scenario CategoriesSelect the name and colors of the Scenario Category Button that appears on the QCustomer View

Dashboard.

Once the categories have been created, scenarios must be set for each category. To do this, access

the "Manage scenario in active categories" page.

Ordering Scenario into CategoriesBy default, all QCustomer View Scenarios appear in the first category, set on the previous page. Use

drag and drop to place scenarios into categories.


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List of thresholds indicators

Indicators Units

HTTP

Throughput download kbps

Throughput upload kbps

Web

Time to load seconds

Error rate %

Video

Start time seconds

Voice

Drop rate %

Failure rate (outgoing) %

Success rate %

Battery

Depletion rate %

Radio Access Technology

% of coverage %

ENRICHMENTCustomer Data Import

1. Access Qview Admin / Settings / Analysis / Enrichment / Customer2. Click on the "Import" button

3. Select the file to import. For importing file format, see documentation customer_data_import_template.xls

WARNING: no field can be left blank in the import file.

Once the file is imported, a name (label) must be defined for all imported columns. See Enrichment

Dictionary for more information.

Customer EnrichmentCustomer enrichment section is specific to information that applies to customers. In this section, users can

select the method that brings valuable information about customers.

MSISDN & IMSISet how the solution gets the IMSI and MSISDN information to populate customer database.


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Cell Ref Import

1. Access Qview Admin / Settings / Analysis / Enrichment /Cell Ref Import

2. Select for which MCC and MNC combination you want to import the cell ref.

3. Select the technologies included into the cell ref

4. Select if the Technology information on all the past data should be replaced by checking the Replace

existing technology option.

5. Import the file

WARNING: no field can be left blank in the import file. Once the file is imported, the database column

name needs to be mapped with the new data. See Measurement Mapping for more information.

Measurement Mapping

1. Access Qview Admin / Settings / Analysis / Enrichment / Mapping

2. Define whether the values come from Cell ref or Customer Data import for each of the 29

available fields. NOTE: Customer import labels are defined in the Enrichment Dictionary

section.3.

MISCVoice Status computation

Voice status computation is a module using a predefined algorithm to estimate if a voice call is successful,

even if the agent does not have access to voice call logs. The main goal of the feature is to provide means

to work around Android limitation with voice call status.

Algori thm: The algorithm can be fully set by any customer. It is composed of a set of rules that are

predefined. Customers can change the order and some parameters of the rules. However, they cannot

add rules that are not available in the original template provided by Nemo CEM Solution.

Global Settings: The rules that apply to estimation do not change from a scenario to another. They need

to be set globally by accessing the Qview Admin (DQA Admin) /Settings / Voice status computation. To


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N e m o C E M S o l u t i o n – A d m i n U s e r G u i d e 38 access the menu, users need to have the "Access to ME" permission.

Configuration

1. Set Radio Refresh timeout: maximum period to receive the radio information after a call ends. The agent

tries to get the latest radio information during that time and stops if:

The agent has given new radio information (different than that received in the end of last event)

When the timeout is reached, the value gathered in the end of the call is taken.

2. Setting rules: Different available rules are listed below the title "Rules". The cardinal arrow icon means

that rules can be organized from top to bottom. The algorithm plays the rules one after another in the order

the screen has been defined.

Coverage lost: if the end information gathered by the agent displays a network status with a different value

than "Home Network Registered", "International Roaming" or "National Roaming", the measurement will

be classified as a CAF or a Drop.

Multi-RAB testing: performs a TCP HandShake test to a remote server during the call. This rule

modifies the DQA’s behaviour during a voice call. The test aims to detect when data is lost which

likely ends with a call interruption. A subset of settings needs to be configured:

o TCP-HS delay: time in milliseconds during to TCP HS tests (frequency)

o TCP-HS timeout: time in milliseconds to consider the connection has timed out.

o Remote server: URL of the remote server, to enter without protocol. Only http protocol is

supported.

Low coverage: estimate of the voice call status when the end RSSI value reaches or is below the

defined range. Must be set technology by technology

o 2G RSSI: set lowest RSSI limit in dBm for all 2G technologies

o 3GH RSSI: set lowest RSSI limit in dBm for all 3G technologies

o 4G RSSI: set lowest RSSI limit in dBm for all 4G technologies

User behaviour : rules that are conditioned by the customers’ actions. More rules may be added

in future releases.

o Redial timeout: when a call ends, there is a short wait to see if another outgoing call takes

place. If there is another call, we class the previous call as a failure. Redial timeout must

be set in milliseconds.

Call attempt failure notified by OS: when a user wishes to make a call and the OS does not find

any available connection, a pop-up instructing the user not to make a phone call is displayed. The

solution detects any attempts and classifies them as CAFs.

4G calls without 2G-3G fallback: outgoing calls beginning in 4G, are classified CAFs when they

end during the defined period and no ISHO has taken place.

o Maximum fallback time: maximum time in seconds during which the call can end without

fallback to be classed as a CAF.

To activate the voice status computation, refer to Voice Monitoring section.


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End status

The terminaison_id can take the following values:

Success: when no rules have been broken.

CAF: on outgoing calls and only when the OS notification rule has been broken

Not Connected: all errors except the OS notification rule on outgoing calls that have no speech

time.

Drop: errors on all calls when speech time is superior to 0.

IMPORTANT: the "Not Connected" status will be changed to “CAF” in a subsequent version

Change in CSV Files

During an export, measurements take normal values for the following fields:

Last RSSI

Last rad bearer

Last CI

Last LAC

The end status takes a value defined by the algorithm (Success, CAF, Drop).

Details of the global rules and details of the rule that has been broken are available in the

terminaison_codemsg field. Values are displayed as stated below:


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North Bound InterfaceNemo CEM Solution North Bound Interface enables periodic dump of all the CSV exports of details views

to a distant server using the SFTP protocol.

Introduction

North Bound Interface configuration requires:

1. List of services data to export

2. Local folder of database server

3. Exact URL and folder for SFTP export

Nemo CEM Solution North Bound Interface works on an incremental process as illustrated below. First

time, all data on the server is exported. Next time, only new data since the last export will be exported.

NBI Configuration

1. Access Qview Admin / Settings / North Bound Interface


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N e m o C E M S o l u t i o n – A d m i n U s e r G u i d e 42 2. Select edition of an existing server or add a server by clicking on "New"

3. Configure FTP path information:

URL: enter domain or IP address of the distant server without “SFTP://” and without subfolder you

want to save the files in. Example: test.anite.com/

Server path: enter the subfolder where the exports will be sent. Example: imports

Local path: address of the local dump folder. It is on the same server as the ETL’s one. Grammar

is the same as server path.

Server type: protocol used to make the export is restricted to SFTP only

Server port: port for SFTP protocol (22 as default)

Authentication type: choose between

o login and password or

o Server auth (RSA key)

Server user: login to connect to your server

Server auth: with Server Auth authentication type, enter exact address of authentication key

location. The server needs to have 2 authentication keys, one private and one public. The public

key must have a ".pub" extension and it must be in the same directory as the private key. The

public key also needs to be in the distant server in order to accept the authentication. On a

standard Linux server, the public authentication key is in directory

"/home//.ssh/authorized_keys". Example: "/import/authentication/anite.rsa" and :

"/import/authentication/anite.pub"

Password: with Password authentication type, enter exact password

4. Set file format information:

Compression: if enabled, files are transferred in ZIP format

Status: if disabled, automatic export is suspended. When enabled again, transfer starts again from

where it stopped, with a delta from last export.

Services: select services to export with export format

Separator: choose between ";" and "," which punctuation is used to separate data

Survey identification column prefix: add “Q” and “R” values into the survey IDs

Column label: choose the label you want for the columns in the CSV export between "classic",

default or "formatted" ones. The label appears in the details pages of the portal.

File Name Format: choose between a generic name or enter a new one. Selecting customer

format opens an open field name File Name Prefix

File Name Prefix: define the name for the file following the model:

file_name_prefix_”timestamp”.csv. Timestamp format is: YYYYMMDD(H)HMMSS.

5. Set services to be exported and templates to be applied.

NOTE: exported file has a specific name defined as follows: service_exportID_timestamp.csv where:

service is the name of the exported service (voice, http, etc.)

export ID is a numeric value

timestamp is composed of:

if hour is 10: YYYYMMDDHMMSS


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Checking Export Integrity

Before analyzing and post-processing data, it is recommended to check its integrity. Nemo CEM Solution

North Bound Interface file transfer is divided into 2 steps:

1. Export files transfer to the remote server

2. CTR files transfer (MD5)

CTR files are transferred only when the export files are fully loaded. It indicates that the files are ready for

post-processing. However, it is strongly recommend to check the file integrity with a MD5sum command

and compare it to the CTR file value. When an error occurs during a transfer, Nemo CEM Solution spools

the file and reattempts to send it in the next scheduled iteration. On the remote server, the CTR file has not

been transferred or the MD5 value will not match the MD5sum test.

Mail Alert

IntroductionThe mail alerting module sends a mail notification when a defined threshold has been reached in a cell.

The goal is to be notified as soon as possible and quickly find out which cells fall under quality

expectations.

GranularityThe mail alert system is set to control if the alert threshold has been reached in a cell of your network.

Prior to that, a measurement has been made in that cell with Nemo CEM Solution. The mail alert works

only on cells that have been identified by Nemo CEM Solution. Importing the Cell Ref does not have any

influence on the mail alert. Measurements are still needed to determine if the threshold has been reached.


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Anti-spam FeatureThis feature possesses an anti-spam function in order to avoid massive mail sending. If a mistake has

been made on the alert conditions, users could quickly have their inbox spammed with alerts. The anti-

spam is triggered when 10 emails are sent within 24 hours for the same service (Voice, HTTP data…). If

the anti-spam is reached no further mails will be sent within the initial 24 hours. However, alerts will still be

logged in the alert history. When the initial 24 hours period is over, the anti-spam is reset and new mails

are sent normally.

Data AggregationIn order to set relevant alerts, the mail alert module calculates the thresholds on a database defined in

time. While setting the alert, several choices are given regarding the range of data needed to calculate the

threshold. That range is set in hours. For instance if the range is set on 1 hour, it means that the ETL runs

on data from the previous 60 minutes. Data coming from the previous hour is computed in order to check if

the alert threshold is reached. A minimum of 10 measurements are required per cell to trigger an alert.

This threshold is configurable on request.


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Mail Alert Configuration

1. Access Qview admin / Settings / Alerting and mail alert

2. Click to edit an existing alert or define the settings and click on "add" to create a new one

3. Edit or define the settings:

Service that will be used for the alert

KPI: main information to compute the alert

Criteria: select the criteria that triggers the mail alert( "=", "")

Threshold value: enter the value of the alert threshold. Value can change according to the

selected KPI.

KPI calculation window: select a range in hours to calculate if the alert is triggered or not.

Send to: enter the mail alert recipients and separate the mail addresses by a “,” (comma). In case

no recipients are entered, mails are not sent but the alert is still logged in the history.

Mail subject: enter the subject of the mail. Service, Cell ID, LAC and condition (KPI+ criteria +

threshold) will automatically be added after the text entered in that field.

Mail content: enter the content for the mail alert. Service, Cell ID, LAC and condition (KPI+ criteria

+ threshold) will automatically be added after the text entered in that field.

Once all fields are filled, click on “Add alert” to set a new alert. The next time the ETL checks alerts and

data, the new alert becomes active. By default, the ETL checks mail alert every hour. Therefore, when a

new alert is set, it could be delayed up to the time set in KPI calculation window + 1 hour.


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Available Services and Criteria

Indicators Units

Voice

CAF rate Drop rate

SMS

Success rate %

Message average latency time seconds

MMS

Success rate %


Web

Success rate %

Average Page Loading time seconds

HTTP

Success rate %

Average downlink throughput kbps

Average uplink throughput kbps

FTP

Success rate %

Average downlink throughput kbps

Average uplink throughput kbps

Video

Success rate %

Average buffering time seconds

Email

Success rate %


Mail Alert Configuration

Each time an alert is triggered, a new row is added into the alert history table. Each time the threshold is

reached, an alert is logged, even if the anti-spam has been reached. Alert history can be exported in CSV

format.

The table sums up the following information:

Date on which the alert took place

Service concerned by the alert

KPI used for the alert

Criteria of the alert condition

Threshold value

Computed value that triggered the alert


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MCC/MNC/LAC in which the alert took place.

For displaying more information: By clicking on information the user displays a popup with the

following information

History ID: unique ID of the alert

Service

Condition: the whole condition that triggers the alert

Alert raised on: date and time at which the alert has been triggered

Error rate: it’s the computed rate that triggered the alert

Mail sent to: list of recipients for the alert

Mail content: details of the content that was sent by mail


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SERVICE CONFIGURATION

This page explains the details of all configuration parameters available for each service, mode per mode.

RADIO & COVERAGE MONITORING

This section contains all services that focus on the changes of the device radio context. For service

availability per OS, see Service Availability.

Radio Access Technology

Silent Live Monitoring modeMonitors all changes in technology generation as well as the time users spend connected to each

technology.

Interval between 2 KPIs: a set interval that automatically generates a KPI and computes the time since

the last change of battery status.

Data Access Technology

Silent Live Monitoring modeMonitors all changes in technology generation for data transfer as well as the time users have spent

connected to each technology.

Interval between 2 KPIs: a set interval set that automatically generates a KPI and computes the time

since the last change of battery status.

Signal Coverage

Silent Live Monitoring modeIn SLM, signal coverage service detects if the Signal level reaches above a certain threshold and gathers

location and radio information when it happens. The service can have a high impact on a phone battery.

Radio Access Network: defines if WiFi or Radio Network is monitored, or both.

Maximum Signal Strength Threshold: maximum threshold in dBm. Signal levels reaching

higher than the threshold will not be considered.

Minimum Signal Strength Threshold: minimum threshold in dBm. Levels going under the

threshold will not be considered.

Minimum Signal strength variation: set the change minimum in dBm of the signal to trigger theSLM measure.

No coverage detection: defines whether the SLM locates users when there is no signal level.

Time limit for a Signal Strength Variation : defines a time period in seconds during which the

signal strength has to change at least by "Minimum signal strength variation value".


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Location Speed information: defines the maximum speed in Km/h. Any faster speeds will not be

monitored. Avoids monitoring signal variation in motion (in car, subway or train).

Silent Script Monitoring mode

In SSM, Coverage services aim to gather the customer Radio Signal Strength, radio context and

customer location at a defined frequency. The service is particularly useful in populating the Signal

Coverage maps quickly.

Time between data collection (seconds): set the time between each SSM test in seconds.

The lower the value, the higher the impact on the battery.

Network Connectivity

Silent Live Monitoring modeNetwork Connectivity service follows changes in customers’ Network registration. It monitors when andwhere changes happen as well as the time customers spend connected to each. It is particularly used to

detect places where customers do not have access to their Home Network. Only activation is required.

ISHO

Silent Live Monitoring modeThe ISHO service gathers measurements each time a customer changes the generation of technology

(2G-3G-4G-WiFi).

Aggregate measurement for the same ISHO: aggregates all measurement when the same

ISHO appears at the same location within one hour.

VOICE MONITORING

Silent Live Monitoring mode

The SLM voice service follows the user phone calls and analyzes their quality at the end of each call.

Status computation: activates the rules defined for estimating if calls dropped, failed or ended

in success for all versions above Android 4.1. For more information, check Voice Status

computation.

Survey: The survey is displayed on each SUCCESS.

Survey on CAF: activate the survey of your choice when a CAF occurs.

Survey on Drop: activate the service of your choice when a DROP occurs.

Survey on Connected: activate a survey when the call status is CONNECTED on Android

(incoming calls only). Survey on Not Connected: activate a survey when the call status is NOT CONNECTED on

Android (incoming calls only).

Survey on Unknown: activate a survey when the call status is UNKNOWN for Android.


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Voice on Silent Script Monitoring makes automatic phone calls to a remote number and ends them

automatically after a defined amount of time. It is used to test the voice connectivity on automated

message server day and night.

Script Parameters:

Phone Number : enter the number beginning with + CC XX XXX (country code and skipping the

"0" in country number). A minimum of 8 characters (CC included) is required.

Timeout: set up the time in seconds after which the SSM will automatically end the call and

continue to the next number.

DATA MONITORING

Data HTTP

Silent Live Monitoring modeThe Data SLM measures exchange of data between the phone and the network as well as applications

and background services (applications auto-explored) that were used to generate data transfers.

Consider data session relevant after (seconds): enter the minimum number of seconds to

consider a data session as relevant (to be monitored)

No traffic limit (seconds): enter the number of seconds without data activity to consider a session asfinished.

Minimum Download Volume: enter the minimum size of a data session in kilobytes for

considering it relevant. Low values monitor majority of actions on the phone and consume

battery faster.

Minimum Upload Size: minimum size in kilobytes for considering a data session relevant. Like

the download size, a low value results in monitoring most of the phone activity and consuming

battery faster.

WiFi Monitoring: Enables or disables WiFi monitoring in SLM measurements, resulting in an

increase of battery consumption.

Collect Application Usage displays the different applications used during a data session and their

throughput.

On-Click Script Monitoring mode & Silent-Script Monitoring

Set HTTP download and upload tests to measure the speed the network can transfer the files at.

Parameters: refer to Script Test Settings section. After having opened the script parameters, all

parameters are defined according to whether they are downlink or uplink.

Script parameters:

URL: specify the exact URL starting by http:// where the file (download or upload) should be.

Bearer : define the technology in which this test is performed.


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Size: specify the exact size in kilo-bytes (ex: 1024 kilo-bytes)

Timeout: define the timeout in seconds for this part of the test.

Type: define if the test is a download or an upload test.

Sockets: define the number of sockets used simultaneously to download the file. It will saturate

the throughput in order to reach the highest value from the mobile. However, you have access to

less detailed KPIS. It is advisable to set the number of sockets according to the technologies you

want to test; setting too many socket may lead to a negative impact on the test results.

Content type: change information on the HTTP header for upload tests

Data FTPOn-Click Script Monitoring mode & Silent-Script Monitoring

Set FTP download and upload tests to measure the speed the network can transfer files at. Parameters:

refer to Script Test Settings section. After having opened the script parameters, all parameters are

defined according to whether they are downlink or uplink.

Script parameters:

URL: specify the exact URL starting by http:// where the file (download or upload) should be.

FTP User Login: enter the login used to connect to the FTP

FTP User Password: enter the password related to the User Login.

Bearer : define the technology in which this test will be performed.

Size: specify the exact size in kilo-bytes (ex: 1024 kilo-bytes)

Timeout: define the timeout in seconds for this part of the test.

Type: define if the test is a download or an upload test.

Sockets: define the number of sockets used simultaneously to download the file. It saturates the

throughput in order to reach the highest value from the mobile. However, you will have access to

less detailed KPIS. It is advisable to set the number of sockets according to the technologies you

want to test; setting too many sockets may lead to a negative impact on the results.

Content type: change information on the HTTP header for upload tests

Web

Silent Live Monitoring modeWeb SLM tracks the usage and the time users stay on pages. It works only on the phone’s native

browser.

No specific parameters to configure

On-Click Script Monitoring mode & Silent-Script MonitoringSet web page to test the time needed to load the page completely. Parameters: refer to Script Test

Settings section.


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N e m o C E M S o l u t i o n – A d m i n U s e r G u i d e 52 Script parameters:

URL: specify the exact URL starting with http://

Timeout: define the timeout for the page to load.

Video Streaming

On-Click Script Monitoring mode & Silent-Script MonitoringTest the quality of a Youtube video streamed and played in a customer’s phone. This service uses the

native phone player and aims to measure waiting time and number of cuts during the video.

Parameters: refer to Script Test Settings section.

Script parameters:

Video Portal: only YouTube is available for the time being

Video ID: enter the exact video ID, embedded in the YouTube URL. Example:

o URL:http://m.youtube.com/watch?v=EtI6GnMFacQ

o ID: EtI6GnMFacQ Note: to work, the video must be compatible with mobile device.

Otherwise the test ends with the CAF status.

Timeout: enter the number in seconds after which the test fails.

Applications

Silent Live Monitoring modeMonitors the usage of the different apps installed in the phone according to 3 main pieces of information:

the time the application was used, the number of times it was used and the time it downloaded data from

the network.

Parameters:

Check Applications every (seconds): define a period in seconds between 2 applications

check. Checking application is the only way to detect if the application you want to follow is

running.

Check currently used Application every (seconds): define the time period during which the

agent checks the application running in the foreground.

Script Parameters: In this case, the data consists of the different monitored applications.

Type of search: define whether the package name of the application is an exact match,

contains a term or enter directly a Regex.

Specified Monitored Application: linked to the type of search, enter the name or the content of

the application that is monitored

Survey: triggers a survey when the user exits the application (5 seconds after exit)

Position: monitors whether the application runs in foreground or background. Background is

available only for Windows Desktop.

Act ivity: define whether the application is monitored only when applications generate data

traffic.


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Latency

Silent Script Monitoring modeThis service triggers a TCP-Handshake to measure the Round Time Trip on a specific URL.

Script Parameters:

URL: specify the exact URL starting with http://

Timeout: define the timeout for the page to load.

Connection

Silent Live Monitoring modeThat service monitors changes in PDP connections. No specific parameters.

CUSTOMER FEEDBACK

Time Based QuestionnaireThe Time Based Questionnaire service enables setting and displaying a survey at a specific time and

frequency in customer phones. A notification using the OS native notification system is displayed at the

defined time and date.

TicketTicket is not linked to a specific mode but allows the user to report an issue directly within the agent. The

portal allows defining customer options and setting parameters for a higher flexibility according to

customer’s importance.

Survey: select a ticket survey, displayed on the agent when a customer accesses the ticket

feature. To configure surveys, refer to the survey chapter.

Enable answer : gives capability to open an asynchronous chat mode on a reported ticket. DQA

can send messages to the server side and operators can send answers from the QCustomer

View module. Display status: unlocked only when answers are enabled in the DQA. Displays the status of the

ticket on the agent (open, closed).

DEVICE MONITORING

Battery

Silent Live Monitoring modeTracks changes of the battery and changes of battery status (discharging, charging) to compute the

average depletion and reload time.


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Interval between 2 KPIs: a set interval that generates automatically a KPI and computes the

time since the last change of battery status.

MESSAGE MONITORING

SMS

Silent Live Monitoring modeMonitors the time needed to transfer an SMS to the network when used on real life basis. No specific

parameter.


Service used to test the transfer of MMS to the network or end-to-end if part A and B have Nemo CEMSolution installed and phones are compatible with the Nemo CEM Solution SMS service.

Script Parameters:

Phone number : specify the phone number beginning by + and the country code (ex : +33)

Content: Two choices:

Without E2E time: the content of the message.

With E2E time (remote phone must install Nemo CEM Solut ion): V3;SMS;E2E

o Timeout: specify the maximum time for receiving the SMS by the B party before

considering the time is inacceptable

MMS

Silent Live Monitoring modeMonitors the time needed to transfer an MMS to the network when used on real life basis. No specific

parameter.

Silent Script Monitoring modeService used to test the transfer of MMS to the network or end-to-end if part A and B have Nemo CEM

Solution installed and phones are compatible with the Nemo CEM Solution SMS service.

Script Parameters:

Phone number : please specify the phone number beginning by + and the country code (ex :

+33)

Content: Two choices:

o Without E2E time: the content of the message.

o With E2E time (remote phone must install Nemo CEM Solut ion): V3;SMS;E2E

Timeout: specify the maximum time for receiving the SMS by the B party before considering the

time is inacceptable.


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SERVICE AVAILABILITY

SERVICE ON CLICK MONITORING SILENT LIVE MONITORING SILENT SCRIPT MONITORING

Radio & Coverage MonitoringSignal Coverage None Android Android

BlackberryNetworkConnectivity

None AndroidiOSBlackberry

None

ISHO None AndroidiOSBlackberry

None

Radio AccessTechnology

None Android None

Data Access

Technology

None Android None

Voice MonitoringVoice None Android

iOSBlackberry

Android

Data MonitoringData HTTP Android

iOSBlackberryWindows PhoneWindows Desktop

AndroidiOSWindows Desktop

AndroidBlackberryWindows Desktop

Data FTP Android None AndroidBlackberryWindows Desktop

Data Web AndroidiOSWindows PhoneWindows Desktop

Android AndroidBlackberryWindows Desktop

Video Streaming AndroidiOSWindows Desktop

None AndroidWindows Desktop

Applications None AndroidBlackberry

Windows Desktop

None

Latency None None AndroidConnection None Android NoneCustomer FeedbackTime BasedQuestionnaire

None None AndroidiOS

Ticket AndroidiOS

None None

Device MonitoringBattery None Android NoneMessage MonitoringMail None Blackberry Android

SMS None AndroidBlackberry

AndroidBlackberry

MMS None Android Android


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TECHNICAL SUPPORT

If you have questions on or beyond this documentation about Nemo tools, please contact our technical

support service through Nemo Support Portal at http://nemosupport.anite.com, call us (local phone

numbers can be found in chapter Phone and Email Support) or send us an email at

[email protected]. Note that for full support you need to have the Maintenance Agreement.

USER CLUB

Nemo User Club offers several new ways to benefit from Nemo products. You can find it from

http://nemouserclub.anite.com.

Access to the Nemo User Club is restricted to customers with SW maintenance and Technical

Support agreements or partner agreements. If you are an existing Anite Finland customer with SW

maintenance and Technical Support agreements, but you are without access to the User Club, please

complete an on-line registration form.

After submitting the requested information, you will receive a personal access key and password by

email in a few days time.

Once you are registered with our User Club, you will automatically receive e-mails informing you

each time a new version of software for your Nemo Product is released. It is fast, easy, and it is

available to you seven days a week, 24 hours a day.

NEMO SUPPORT PORTALNemo Support Portal is a web interface for technical support, product-related questions, and RMA

requests. It offers a fast and convenient way to reach our technical support team and submit repair,warranty repair, and calibration requests. Customers can open a support ticket, follow the status of

existing tickets, and request technical support 24/7/365. Furthermore the Nemo Support Portal

includes a Knowledge Base for the most frequent and latest topics on Nemo Products. Submitting a

ticket via Nemo Support Portal ensures that our technical specialists have all the necessary

information available to solve your support case, resulting in faster response times.

Please go to http://nemosupport.anite.com to access the portal and click “Request access” to obtain a

password to the system.

PHONE AND EMAIL SUPPORTDuring the warranty period, the phone support related to potential software errors is free of additional

charge. Registered users with a valid Maintenance Agreement are entitled to full support. Nemo

Support Portal is the preferred channel for technical support requests, but you can also send us an

email. When emailing, please let us know the number of your Software Maintenance and Support

Agreement.


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Please contact us at the following locations (global email address [email protected]):

Global

Tel. +358 50 395 7800

Amer icas

Tel. +1 469 951 9105+1 469 774 4608 (En español e português)

APAC

Tel. +65 9746 2431

P.R. China

Tel. +86 10 6567 8528

India

Tel. +91 982 0016372

Date post:	01-Jun-2018
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Nemo CEM Solution Admin User Guide 2.0

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