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Abstract

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This research evaluates the usability of an interactive tool that provides real-time data on the status of human-machine dialogues in a call center and displays the callers' paths through the dialog system. A usability study was conducted to evaluate the use of the actual interface and two new designs for the display of call trajectories. An empirical study with 18 subjects was conducted in which traditional tasks using three types of information displays were executed, while task time and accuracy were recorded. Significant reductions in task time and error rate were observed with the proposed designs. [PUBLICATION ABSTRACT]

Details

1007133
Subject
Visualization;
User interface;
Task analysis;
Market positioning;
Design of experiments;
User needs;
Decision making;
Interactive computer systems;
Usability testing;
Monitoring systems;
Feedback;
Interfaces;
Human-computer interaction;
Call centers
Business indexing term
Classification
56142: Telephone Call Centers
Title
Improving the Visualization of Call Trajectories, in Call Center Monitoring
Author
Velazquez, Maria A; Bell, Robert; Amento, Brian
Publication title
IISE Annual Conference. Proceedings; Norcross
Pages
1003-1008
Number of pages
6
Publication year
2009
Publication date
2009
Section
Proceedings of the 2009 Industrial Engineering Research Conference
Publisher
Institute of Industrial and Systems Engineers (IISE)
Place of publication
Norcross
Country of publication
United States
Publication subject
Engineering--Industrial Engineering
Source type
Scholarly Journal
Language of publication
English
Document type
Feature
ProQuest document ID
192457852
Document URL
https://www.proquest.com/scholarly-journals/improving-visualization-call-trajectories-center/docview/192457852/se-2?accountid=208611
Copyright
Copyright Institute of Industrial Engineers-Publisher 2009
Last updated
2024-12-04
Database
ProQuest One Academic