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.
Progress and strong competition in providing information and computer services for
legal entities and individuals in local and global networks exacerbate problems of
quality and operational services. Huge efficiency reserves are in the modern arsenal of
ergonomics methods [
Research of internet access services and other telecommunication systems (PortaOne, NetCracker, Efsol) revealed: - algorithmic nature of the operators’ work; - presence of alternative algorithms in applications execution; - significant influence of operator’s skills and their working conditions on the quality of work.
At the same time most often there is no "hint system" of appropriate operators’ behavior strategies, based on time calculations and accurateness of the action options.
In modern companies, as a rule, there is keeping of time and error-free records of operators’ actions and operations. If we analyze all possible activity structures, their description and statistical quality data, we can estimate the time and the accurateness of incoming applications implementation. 3.2
Mathematical Apparatus for Modeling. The most convenient algorithmic activity
modeling way is functional-structural theory (FST) of ergotehnical systems (ETS) by
prof. A.I. Gubinsky [
Description and Evaluation of Alternative Implementation Options for the Functional Element of Processing Customer Applications. Operator’s activity organization in the sphere of public Internet services is considered. Operator implements the application for "services restoration". This activity can be represented as an algorithm of operation groups: - service application reception; customer's problem analysis; solution; informing the client about the results of the implementation. Formal models are obtained in the form of FN are obtained for the implementation of such activity algorithms: problem 1 - limited Internet access due to the failure to notify about payment; problem 2 - lack of Internet access (due to the client hardware problem); problem 3 - lack of Internet access (due to the company's equipment problem); problem 4 - restricting access to digital television due to the non-payment.
Since working conditions substantially affect the operational quality [
1 Step-by-step reduc
ing FN - step-by-step detection of TFU for reducing; - formation of the
reduction protocol; - graphical representation of reduction steps; - Addition of the directory of typical activity algorithms; - recalculation of FN
with new data.
Description FN 2 Automatic reducing - automatic detection of TFS for reducing; - formation of a reduction protocol; - graphic representation of reduction steps.
Form for selecting the simulated operation and results 5 Modeling and analysis FN - Accumulation of the result when modeling one of the operations of the algorithm; - Accumulation of performance indicators for typical functioning algorithms.
Evaluation of the functional network is based on the technology of functional structures typing and function network folding. The structure of the software is shown in Fig.1.
structure FN
Fig. 1. The functional structure of the FN assessment program
protocol, standard technology, conversion results FN.
Support of
the reference - thdeatTaFbUase directory; - the TFS directory; - catalog on the quality of operations.
Template of input form for description of FN 4 Entering the FN description - line input of FN elements (TFU); - select from TFU directory; - selection from the
library of technology; - selection of an existing
FN; - manipulation of FN elements; - viewing and navigation through the network elements.
The developed approach allows formal describing of the algorithmic operations; also it helps to evaluate a random amount of time and the probability of error-free performance of the operational algorithms in “computer network resources assessing” systems. The advantage of this method is that it makes possible the creation of unambiguous computer-based models and numerical evaluation of various options of operators’ activities. The complexity of this method includes the complicated formation of the initial data for the calculation and the necessity of conducting special statistical databases.