Worker performance and ventilation: Analyses of individual data for call-center workers

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Description

We investigated the relationship between ventilation rates and work performance in a call center. We randomized the ventilation controls and measured ventilation rate, differential carbon dioxide ({Delta}CO{sub 2}) concentration, temperature, humidity, occupant density, degree of under-staffing, shift length, time of day, and time required to complete two different work performance tasks (talk and wrap-up). {Delta}CO{sub 2} concentrations ranged from 13 to 611 ppm. We used multi-variable regression to model the association between the predictors and the responses. We found that agents performed talk tasks fastest when the ventilation rate was highest, but that the relationship between talk performance and ventilation ... continued below

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7 pages

Creation Information

Federspiel, C.C.; Liu, G.; Lahiff, M.; Faulkner, D.; Dibartolomeo, D.L.; Fisk, W.J. et al. April 1, 2002.

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Description

We investigated the relationship between ventilation rates and work performance in a call center. We randomized the ventilation controls and measured ventilation rate, differential carbon dioxide ({Delta}CO{sub 2}) concentration, temperature, humidity, occupant density, degree of under-staffing, shift length, time of day, and time required to complete two different work performance tasks (talk and wrap-up). {Delta}CO{sub 2} concentrations ranged from 13 to 611 ppm. We used multi-variable regression to model the association between the predictors and the responses. We found that agents performed talk tasks fastest when the ventilation rate was highest, but that the relationship between talk performance and ventilation was not monotone. We did not find a statistically significant association between wrap-up performance and ventilation. At high temperatures agents were slower at both the talk and wrap-up tasks. Agents were slower at wrap-up during long shifts and when the call center was under-staffed.

Physical Description

7 pages

Notes

OSTI as DE00795377

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  • Other Information: PBD: 1 Apr 2002

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  • Report No.: LBNL--50124
  • Grant Number: AC03-76SF00098
  • DOI: 10.2172/795377 | External Link
  • Office of Scientific & Technical Information Report Number: 795377
  • Archival Resource Key: ark:/67531/metadc736285

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Creation Date

  • April 1, 2002

Added to The UNT Digital Library

  • Oct. 19, 2015, 7:39 p.m.

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  • April 4, 2016, 6:14 p.m.

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Federspiel, C.C.; Liu, G.; Lahiff, M.; Faulkner, D.; Dibartolomeo, D.L.; Fisk, W.J. et al. Worker performance and ventilation: Analyses of individual data for call-center workers, report, April 1, 2002; Berkeley, California. (digital.library.unt.edu/ark:/67531/metadc736285/: accessed October 22, 2017), University of North Texas Libraries, Digital Library, digital.library.unt.edu; crediting UNT Libraries Government Documents Department.