Improving the Visualization of Call Trajectories, in Call Center Monitoring
Uloženo v:
| Vydáno v: | IISE Annual Conference. Proceedings (2009), p. 1003-1008 |
|---|---|
| Hlavní autor: | |
| Další autoři: | , |
| Vydáno: |
Institute of Industrial and Systems Engineers (IISE)
|
| Témata: | |
| On-line přístup: | Citation/Abstract Full Text Full Text - PDF |
| Tagy: |
Žádné tagy, Buďte první, kdo vytvoří štítek k tomuto záznamu!
|
MARC
| LEADER | 00000nab a2200000uu 4500 | ||
|---|---|---|---|
| 001 | 192457852 | ||
| 003 | UK-CbPIL | ||
| 035 | |a 192457852 | ||
| 045 | 2 | |b d20090101 |b d20091231 | |
| 084 | |a 102209 |2 nlm | ||
| 100 | 1 | |a Velazquez, Maria A | |
| 245 | 1 | |a Improving the Visualization of Call Trajectories, in Call Center Monitoring | |
| 260 | |b Institute of Industrial and Systems Engineers (IISE) |c 2009 | ||
| 513 | |a Feature | ||
| 520 | 3 | |a 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] | |
| 653 | |a Visualization | ||
| 653 | |a User interface | ||
| 653 | |a Task analysis | ||
| 653 | |a Market positioning | ||
| 653 | |a Design of experiments | ||
| 653 | |a User needs | ||
| 653 | |a Decision making | ||
| 653 | |a Interactive computer systems | ||
| 653 | |a Usability testing | ||
| 653 | |a Monitoring systems | ||
| 653 | |a Feedback | ||
| 653 | |a Interfaces | ||
| 653 | |a Human-computer interaction | ||
| 653 | |a Call centers | ||
| 700 | 1 | |a Bell, Robert | |
| 700 | 1 | |a Amento, Brian | |
| 773 | 0 | |t IISE Annual Conference. Proceedings |g (2009), p. 1003-1008 | |
| 786 | 0 | |d ProQuest |t Science Database | |
| 856 | 4 | 1 | |3 Citation/Abstract |u https://www.proquest.com/docview/192457852/abstract/embedded/6A8EOT78XXH2IG52?source=fedsrch |
| 856 | 4 | 0 | |3 Full Text |u https://www.proquest.com/docview/192457852/fulltext/embedded/6A8EOT78XXH2IG52?source=fedsrch |
| 856 | 4 | 0 | |3 Full Text - PDF |u https://www.proquest.com/docview/192457852/fulltextPDF/embedded/6A8EOT78XXH2IG52?source=fedsrch |