Subjective workload assessment for on-hold telephone stimuli

Kortum, Philip; Ling, Alicia; Su, Andy; Peres, S. Camille; Stallman, Kurt

doi:10.1037/e578262012-045

Cited by 2 publications

(2 citation statements)

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“…However, this solution is not effective for callers engaged in another task because he or she may mistake the voice giving the announcement as the operator's voice. Ideally, APBs avoid this problem by providing information about the time remaining through the design of the sound itself and avoiding the use of speech (Kortum et al 2005;Kortum et al, 2006;Peres et al, 2007;Kortum et al, 2008). For instance, the progression of the APBs acoustic properties could be mapped in a manner that communicates when the sound will end-or the task will be completed (Kortum et al 2005;Kortum et al, 2006;Peres et al, 2007;Kortum et al, 2008).…”

Section: Introductionmentioning

confidence: 97%

“…Moreover, other data shows that listening to different types of sounds results in people over or underestimating the duration of their hold time . For these reasons, retrospective time estimations have been used to measure the utility of various APB designs (Kortum et al, 2005;Kortum and Peres, 2006;Peres, Kortum and Stallmann, 2007;Kortum, Ling, Peres, Stallmann, 2008;Kortum et al, in press). Specifically, retrospective estimations are when researchers have callers listen to an APB for a given amount of time, and then ask them to judge the duration of the time they were on hold (Kortum et al, 2005;Kortum et al, 2006;Peres et al, 2007;Stallmann et al, 2008;Kortum et al, 2008;Kortum et al, in press).…”

Section: Introductionmentioning

confidence: 99%

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Auditory Progress Bars: Estimations of Time Remaining

García

Peres

Ritchey

et al. 2011

Proceedings of the Human Factors and Ergonomics Society Annual

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Auditory Progress Bars (APB) were originally intended to augment Visual Progress Bars (VPB) to create multimodal displays. More recently, APBs have been tested in absence of VPBs for use in the on-hold telephone setting. In this setting, APBs are a viable option for communicating the probable time remaining in the on-hold wait. However, past studies measure the effectiveness of APBs retrospectively, which is appropriate for understanding how accurately callers can judge how long they have been waiting on hold, but is not appropriate for determining if APBs are intuitively communicating the probable time remaining in the wait-which is more relevant to the caller's needs. Here, we measure the effectiveness of 3 distinct APBs prospectively which is more consistent with the caller's concern of how much longer the wait will be before their call is answered. Furthermore, we make APBs more similar to VPBs by playing the APB's endpoint before the APB's beginning point. We found evidence that the accuracy of prospective estimations is a product of APB design, and that the awareness of the endpoint has no affect on the accuracy of prospective estimations.

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Section: Introductionmentioning

confidence: 97%

Section: Introductionmentioning

confidence: 99%

Auditory Progress Bars: Estimations of Time Remaining

García

Peres

Ritchey

et al. 2011

Proceedings of the Human Factors and Ergonomics Society Annual

View full text Add to dashboard Cite

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Mental Workload Measures of Auditory Stimuli Heard during Periods of Waiting

Kortum

Peres

Stallmann

2010

Proceedings of the Human Factors and Ergonomics Society Annual

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A study of 105 university students examined whether the length or type of Auditory Progress Bar (APB) used in a telephone on-hold situation had an impact on users' subjective mental workload. Auditory cues can be designed into APBs to provide information to the caller regarding the approximate duration of the hold time. Previous research has found that the majority of callers tend to multi-task during on-hold situations. Thus the design of any stimuli presented while the caller is on hold should take this into account. To do this, it is important for designers to understand how APB design might impact callers' mental workloads. In the current study, participants experienced one of three APB design types (cello, sine, electronic) in four different lengths (30, 60, 120 and 240 seconds). An on-hold call center experience was simulated using a computer-generated interactive voice response system and workload data was collected using the NASA-TLX. The results of this study indicate that the type of APB does not appear to have a significant impact on callers' assessment of mental workload, but that the duration of the stimuli does.

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Subjective workload assessment for on-hold telephone stimuli

Cited by 2 publications

References 0 publications

Auditory Progress Bars: Estimations of Time Remaining

Auditory Progress Bars: Estimations of Time Remaining

Mental Workload Measures of Auditory Stimuli Heard during Periods of Waiting

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