Improving the Visualization of Call Trajectories, in Call Center Monitoring

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Bibliographische Detailangaben
Veröffentlicht in:	IISE Annual Conference. Proceedings (2009), p. 1003-1008
1. Verfasser:	Velazquez, Maria A
Weitere Verfasser:	Bell, Robert, Amento, Brian
Veröffentlicht:	Institute of Industrial and Systems Engineers (IISE)
Schlagworte:	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
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Beschreibung
Abstract:	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]
Quelle:	Science Database