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Paper Abstract and Keywords
Presentation 2018-10-20 15:05
Analysis of heart rate variability time series data for finding the influence of work quality for call center agents
Tomohiro Obara, Gen Hattori, Umata Ichiro (KDDI Research), Junichi Koizumi (OUJ/YNU) MBE2018-35
Abstract (in Japanese) (See Japanese page) 
(in English) Nowadays the impact of mental load on work has been attracting public attention, and stress checks are required in work environment by law. In this paper, we examined the relationship between the mental load of call center agents and problem behaviors of them such as interrupting customer’s utterance. We classified telephone support simulation sessions of four call center agents according to their heart rate variability (HRV) data during each session, and compared the qualities of the sessions among the classes. As a result, we report that the amount and balance of autonomic nervous activity affect the quality of work.
Keyword (in Japanese) (See Japanese page) 
(in English) ECG / Heart rate variability / autonomic nerves / time series / call center agent / / /  
Reference Info. IEICE Tech. Rep., vol. 118, no. 257, MBE2018-35, pp. 43-46, Oct. 2018.
Paper # MBE2018-35 
Date of Issue 2018-10-13 (MBE) 
ISSN Print edition: ISSN 0913-5685  Online edition: ISSN 2432-6380
Copyright
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reproduction
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034)
Download PDF MBE2018-35

Conference Information
Committee NC MBE  
Conference Date 2018-10-19 - 2018-10-20 
Place (in Japanese) (See Japanese page) 
Place (in English) Tohoku Univ. 
Topics (in Japanese) (See Japanese page) 
Topics (in English)  
Paper Information
Registration To MBE 
Conference Code 2018-10-NC-MBE 
Language Japanese 
Title (in Japanese) (See Japanese page) 
Sub Title (in Japanese) (See Japanese page) 
Title (in English) Analysis of heart rate variability time series data for finding the influence of work quality for call center agents 
Sub Title (in English)  
Keyword(1) ECG  
Keyword(2) Heart rate variability  
Keyword(3) autonomic nerves  
Keyword(4) time series  
Keyword(5) call center agent  
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1st Author's Name Tomohiro Obara  
1st Author's Affiliation KDDI Research (KDDI Research)
2nd Author's Name Gen Hattori  
2nd Author's Affiliation KDDI Research (KDDI Research)
3rd Author's Name Umata Ichiro  
3rd Author's Affiliation KDDI Research (KDDI Research)
4th Author's Name Junichi Koizumi  
4th Author's Affiliation Professor Emeritus, Yokohama National University/Affiliate Professor, The Open University of Japan (OUJ/YNU)
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Speaker
Date Time 2018-10-20 15:05:00 
Presentation Time 25 
Registration for MBE 
Paper # IEICE-MBE2018-35 
Volume (vol) IEICE-118 
Number (no) no.257 
Page pp.43-46 
#Pages IEICE-4 
Date of Issue IEICE-MBE-2018-10-13 


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