Abstract: The method includes receiving a plurality of calls from users of the communication network, the plurality of calls having a non-homogenous arrival rate that is defined by first arrival rate information, transforming the first arrival rate information into second arrival rate information, the second arrival rate information having a homogenous arrival rate, and detecting at least one first anomaly of the received plurality of calls using the second arrival rate information. A network node may be configured to perform this method.

Abstract: The method includes receiving a plurality of calls from users of the communication network, the plurality of calls having a non-homogenous arrival rate that is defined by first arrival rate information, transforming the first arrival rate information into second arrival rate information, the second arrival rate information having a homogenous arrival rate, and detecting at least one first anomaly of the received plurality of calls using the second arrival rate information. A network node may be configured to perform this method.

Abstract: An opinion score for a customer associated with a service provider can be determined based on a first function. Parameters of the first function are determined are determined in conjunction with determining parameters of a second function that relates a first probability of a customer behavior event to the opinion score and a third function that relates a second probability of a customer action to an accumulation of the opinion score over a predetermined time interval. The parameters are determined based on one or more values representative of session performance associated with the customer, a measured value of the first probability, and a measured value of the second probability. The parameters are stored in a profile associated with the customer.