=Paper=
{{Paper
|id=Vol-2105/10000445
|storemode=property
|title=None
|pdfUrl=https://ceur-ws.org/Vol-2105/10000445.pdf
|volume=Vol-2105
}}
==None==
https://ceur-ws.org/Vol-2105/10000445.pdf
Automation of Assessing the Reliability of Operator's
Activities in Contact Centers that Provide Access to
Information Resources
Evgeniy Lavrov
Sumy State University,
Sumy, Ukraine
prof_lavrov@hotmail.com
Nadiia Pasko
Sumy National Agrarian University
Sumy, Ukraine
senabor64@ukr.net
Abstract. Aautomated systems with many active operators such as contact cen-
ter 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 im-
proving the ergonomic properties of contact-center of providing internet and
television services.
Keywords. Сontact-center, man-operator, ergonomics, information technology,
human factor, human-machine, effectiveness, reliability.
1 Introduction
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 [1–6].
2 Problem Statement
In this regard, the purpose of this work is: Based on real system analysis, which pro-
vides access to the resources of computer and television networks: - to explore all
organizational options of operators activity including serving the applications for the
formation of new information services and for the elimination of services quality
violations; - to substantiate the method of describing and assessing options of operator
activities structures; - to develop a computer program to simulate the activities of
operators; - to demonstrate the possibility of using developed models in providing
access to resources of computer networks systems.
3 Approach
3.1 Brief Analysis of the Activities of Contact Center Operators
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’ be-
havior 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 Operators Activity Modeling
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 [7]. The description of elementary actions of operators is carried
out with the help of standard functional units (TFU). A complete list of TFU is given
in [7]. The functional network (FN) that describes the activity of the human-operator
is built from these TFU. Mathematical models for accurateness and run-time estima-
tion are obtained for typical functional structures (TFS). These models are used to
evaluate the entire FN. The estimation is carried out by the method of folding (reduc-
tion) FN [7].
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 imple-
ments 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. For-
mal 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 noti-
fy 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 prob-
lem); problem 4 - restricting access to digital television due to the non-payment.
Since working conditions substantially affect the operational quality [1,4,7], we
use the correction factors method [7,9–11]. We will use software package [8] for de-
termining these values and evaluation of the functional network of the activity algo-
rithm.
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.
1 Form for completing the Form for filling
Step-by-step reduc- catalog on the quality of out TFU and TFS
ing FN operations (MS Excel) directories
Library of
reducing
rules - step-by-step detec- Description
tion of TFU for re- FN 3 Support of
ducing; the
- formation of the Database reference
reduction protocol; database
- graphical represen- - the TFU
tation of reduction directory;
Mathematical Reduction - the TFS
steps;
Models protocol, directory;
- Addition of the
Library of standard - catalog on
directory of typical
TFS technology, the quality of
activity algorithms;
- recalculation of FN conversion operations.
with new data. results FN.
Template of input
Description FN form for description
of FN
2 Form for selecting the 4 Entering the FN
simulated operation and description
Automatic reducing results
- line input of FN ele-
- automatic detec- ments (TFU);
tion of TFS for 5 - select from TFU direc-
reducing; Modeling and analysis FN tory;
- formation of a - selection from the
reduction proto- library of technology;
col; - Accumulation of the result - selection of an existing
- graphic represen- when modeling one of the FN;
tation of reduc- operations of the algorithm; - manipulation of FN
- Accumulation of perfor- elements;
tion steps.
mance indicators for typical - viewing and navigation
functioning algorithms. through the network
elements.
User interface
User
The generalized FN description rules
structure FN
Fig. 1. The functional structure of the FN assessment program
4 Conclusion
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 perfor-
mance of the operational algorithms in “computer network resources assessing” sys-
tems. The advantage of this method is that it makes possible the creation of unambig-
uous computer-based models and numerical evaluation of various options of opera-
tors’ 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.
References
1. Bentley, T.A., Teo, S.T.T., McLeod, L., Tana, F., Bosua, R., Gloet, M.: The role of organi-
sational support in teleworker wellbeing: A socio-technical systems approach. Applied Er-
gonomics 52, 207–215 (2016).
2. Dul, J., Bruder, R., Buckle, P., Carayon, P., Falzon, P., Marraset, W. S.: A strategy for
human factors/ergonomics: developing the discipline and profession. Ergonomics 55(4),
377–395 (2012). doi: 10.1080/00140139.2012.661087
3. Havlikovaa, M., Jirglb, M., Bradac, Z.: Human Reliability in Man-Machine Systems. Pro-
cedia Engineering 100, 1207–1214 (2015). doi:10.1016/j.proeng.2015.01.485
4. Lavrov, E., Pasko, N., Tolbatov, A., Tolbatov, V.: Ergonomic Reserves for Improving
Reliability of Data Processing in Distributed Banking Systems. In: Proceedings of 2nd In-
ternational Conference on Advanced Information and Communication Technologies-2017
(AICT-2017), pp. 79–82. Lviv, Ukraine, July 4–7, (2017).
5. De Felice, F., Petrillo, A.: Methodological Approach for Performing Human Reliability and
Error Analysis in Railway Transportation System. International Journal of Engineering and
Technology 3(5), 341–353 (2011).
6. Li, P. C., Zhang, L., Dai, L. C., and Li, X. F.: Study on operator’s SA reliability in digital
NPPs. Part 1: The analysis method of operator’s errors of situation awareness. Annals of
Nuclear Energy 102, 168–178 (2017).
7. Adamenko, A.N., Asherov, A.T., Lavrov, E.A. et al.: Information controlling human-
machine systems: research, design, testing, Reference book, Gubinsky, A.I. & Evgrafov,
V.G., eds. Mechanical Engineering, Мoscow, (1993). (In Russian).
8. Lavrov, E. A., Pasko, N. B.: The certificate of registration of copyright for the work “Com-
puter program” Computer technology modeling discrete human-machine interaction”, №
45262, 21.08.2012. (In Ukrainian).
9. Lavrov, E., Barchenko, N., Pasko, N., Tolbatov, A.: Development of Adaptation Technolo-
gies to Man-Operator in Distributed E-Learning Systems. In: Proceedings of 2nd Interna-
tional Conference on Advanced Information and Communication Technologies-2017
(AICT- 2017), pp. 83–87, Lviv, Ukraine, July 4–7, (2017).
10. Lavrov, E., Pasko, N., Krivodub, A.: Automated analysis of the effectiveness of ergonomic
measures in discrete control systems. Eastern-European Journal of Enterprise Technologies
4/3 (76), 16–22 (2015). doi: 10.15587/1729-4061.2015.48050
11. Lavrov, E., Pasko, N., Krivodub, A., Barchenko, N., Kontsevich, V.: Ergonomics of IT
outsourcing. Development of a mathematical model to distribute functions among opera-
tors. Eastern European Journal of Enterprise Technologies 4 (80), 32–40 (2016). doi:
10.15587/1729-4061.2016.66021.