| Presentation | 2018-10-20 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, Junichi Koizumi, |
|---|---|
| PDF Download Page |  PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(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) |
| Keyword(in English) | ECG / Heart rate variability / autonomic nerves / time series / call center agent |
| Paper # | MBE2018-35 |
| Date of Issue | 2018-10-13 (MBE) |
| Conference Information | |
| Committee | NC / MBE |
|---|---|
| Conference Date | 2018/10/19(2days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | Tohoku Univ. |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | |
| Chair | Yutaka Hirata(Chubu Univ.) / Masaki Kyoso(TCU) |
| Vice Chair | Hayaru Shouno(UEC) / Taishin Nomura(Osaka Univ.) |
| Secretary | Hayaru Shouno(Nagoya Univ.) / Taishin Nomura(NAIST) |
| Assistant | Keiichiro Inagaki(Chubu Univ.) / Takashi Shinozaki(NICT) / Takumi Kobayashi(YNU) / Ｙａｓｕｙｕｋｉ Ｓｕｚｕｋｉ(Osaka Univ.) |
| Paper Information | |
| Registration To | Technical Committee on Neurocomputing / Technical Committee on ME and Bio Cybernetics |
|---|---|
| Language | JPN |
| 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 |
| 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) |
| Date | 2018-10-20 |
| Paper # | MBE2018-35 |
| Volume (vol) | vol.118 |
| Number (no) | MBE-257 |
| Page | pp.pp.43-46(MBE), |
| #Pages | 4 |
| Date of Issue | 2018-10-13 (MBE) |