Automation of Assessing the Reliability of Operator'S Activities in Contact Centers That Provide Access to Information Resources

EasyChair Preprint 4361

Abstract

Aautomated systems with many active operators such as contact center of providing internet and television services are researched. To describe the activities the functional structural theory of ergotechnical systems of Prof. A.I. Gubinsky was used. Estimation model of the human-operator reliability were obtained. Computer experiments were conducted. Results will be useful in improving the ergonomic properties of contact-center of providing internet and television services.

Keyphrases: Contact Center, Ergonomics, Information Technology, Internet access, Reliability, effectiveness, human factor, human-machine, man-operator, operator activity, Сontact-center

@booklet{EasyChair:4361,
  author    = {Evgeniy Lavrov and Nadiia Pasko},
  title     = {Automation of Assessing the Reliability of Operator'S Activities in Contact Centers That Provide Access to Information Resources},
  howpublished = {EasyChair Preprint 4361},
  year      = {EasyChair, 2020}}