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Subjective and Objective Assessment of the Listening Quality of Customer Support Waiting Loops

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This paper assesses the perceived listening quality of customer support waiting loops using both a subjective experiment as well as an objective perceptual assessment with POLQA (ITU-T Rec. P.863) and VISQOL. A modified version of the methodology defined in the ITU-T Rec. P.835 was derived and used in this paper to subjectively assess the listening speech quality, the listening audio quality as well as the overall listening quality of the waiting loop perceived by the user. It is expected that the perceived listening quality of the customer support waiting loop can influence the overall quality of the customer support communication service. The waiting loop consisted of a speech announcement and a music fragment. Both are assessed separately as well as overall. The results show that the degradations introduced by the investigated codecs and packet loss, representing typical degradations commonly seen in voice communication over telecommunication networks, seriously impact the subjectively perceived listening quality of the speech announcement and music fragment as well as the overall subjectively perceived listening quality of the waiting loop. As expected the listening quality of the music fragment is, in most of the cases, significantly lower than the listening speech quality of the announcement. The POLQA results show a high correlation between subjective and objective measurements for the listening speech and audio quality as well as the overall listening quality of the waiting loop. On the other hand, it is shown that the VISQOL model provides too low correlations between predicted objective and subjective scores for accurate prediction of the listening speech and audio quality as well as the overall listening quality of the waiting loop.
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Document Type: Research Article

Publication date: March 1, 2019

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  • Acta Acustica united with Acustica, published together with the European Acoustics Association (EAA), is an international, peer-reviewed journal on acoustics. It publishes original articles on all subjects in the field of acoustics, such as general linear acoustics, nonlinear acoustics, macrosonics, flow acoustics, atmospheric sound, underwater sound, ultrasonics, physical acoustics, structural acoustics, noise control, active control, environmental noise, building acoustics, room acoustics, acoustic materials, acoustic signal processing, computational and numerical acoustics, hearing, audiology and psychoacoustics, speech, musical acoustics, electroacoustics, auditory quality of systems. It reports on original scientific research in acoustics and on engineering applications. The journal considers scientific papers, technical and applied papers, book reviews, short communications, doctoral thesis abstracts, etc. In irregular intervals also special issues and review articles are published.
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