1、 ETSI TR 102 643 V1.0.2 (2010-01)Technical Report Human Factors (HF);Quality of Experience (QoE) requirements forreal-time communication servicesETSI ETSI TR 102 643 V1.0.2 (2010-01) 2Reference RTR/HF-00130 Keywords interaction, quality, service ETSI 650 Route des Lucioles F-06921 Sophia Antipolis C
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5、tus.asp If you find errors in the present document, please send your comment to one of the following services: http:/portal.etsi.org/chaircor/ETSI_support.asp Copyright Notification No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction exte
6、nd to reproduction in all media. European Telecommunications Standards Institute 2010. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM, TIPHONTM, the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI registered for the be
7、nefit of its Members and of the 3GPP Organizational Partners. LTE is a Trade Mark of ETSI currently being registered for the benefit of its Members and of the 3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI TR 102 643 V1.0.2 (
8、2010-01) 3Contents Intellectual Property Rights 4g3Foreword . 4g31 Scope 5g32 References 5g32.1 Normative references . 5g32.2 Informative references 5g33 Definitions and abbreviations . 8g33.1 Definitions 8g33.2 Abbreviations . 12g34 What is Quality of Experience (QoE)? . 12g34.1 A definition of QoE
9、 for the current document 13g34.2 QoE and QoS 13g34.3 Usability and user experience . 14g34.3.1 Technology-centred approach: Quality of Service (QoS) . 15g34.3.2 User-centred approaches: QoE and User-perceived QoS . 15g34.3.2.1 Quality of Perception (QoP) 15g34.3.2.2 Quality of Experience (QoE). 16g
10、34.3.3 The co-existence of QoS and QoE 17g34.4 The QoE context of the present document . 17g34.4.1 The Choosing situation . 18g34.4.2 The Usage situation 19g35 For whom are QoE data important? . 20g36 How can QoE data help? 20g36.1 To prevent churn 20g36.2 To prevent product or service rejections 21
11、g36.3 To optimise a product or service 21g36.4 By expressing QoE expressed in terms of QoS 21g37 Providing QoE data for real-time communication services 21g37.1 Real-time communication services . 21g37.2 Guidelines development and dissemination . 27g37.2.1 Guideline development . 27g37.2.2 Guideline
12、 dissemination . 29g38 Web-Based Guideline and Tutorial System for improved dissemination and application of QoE data . 29g38.1 The main facilities of the web-based system 29g38.1.1 Navigation facility 30g38.1.2 Education facility 31g38.1.3 Dissemination facility . 32g38.2 Types of Guidelines 32g38.
13、3 Maturity and restrictions of the guidelines . 34g38.4 Maintenance of the Web-based system 34g39 Towards generic QoE guidelines by including non real-time services 35g310 Conclusions 35g311 Recommendations for further work . 35g311.1 Extend towards generic QoE guidelines . 35g311.2 Document the use
14、r test framework and guideline derivation methodology in a separate ETSI document 36g311.3 Update the Web-Based Guideline and Tutorial System . 36g3History 37 ETSI ETSI TR 102 643 V1.0.2 (2010-01) 4Intellectual Property Rights IPRs essential or potentially essential to the present document may have
15、been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standard
16、s“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other
17、IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF). ETSI ETSI TR 102 643 V1.0.2 (2010-01) 51 Scope
18、The present document is based on Guidelines produced in Specialist ETSI Task Force 354 and a Web-Based Guideline access and Tutorial System (WBGTS) (http:/portal.etsi.org/stfs/STF_HomePages/STF354/STF354.asp). The main content of the WBGTS are Quality of Experience (QoE) guidelines for real-time com
19、munication services expressed in Quality of Service (QoS) terms. The Guidelines and the present document are primarily intended for professionals in network operator, equipment manufacturer and service provider organisations who are concerned with the user experience of communication services. Over
20、the last 10 years that include pre-cursor projects to STF 354 about 2000 intended guideline users have been involved in the development work of the WBGTS. The present document describes an assessment of the current guidelines and the tutorial system and identifies needs for future work. 2 References
21、 References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For a specific reference, subsequent revisions do not apply. Non-specific reference may be made only to a complete document or a part thereof and only in the following cases:
22、- if it is accepted that it will be possible to use all future changes of the referenced document for the purposes of the referring document; - for informative references. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.o
23、rg/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Normative references The following referenced documents are indispensable for the application of the present document. For dated references, only
24、 the edition cited applies. For non-specific references, the latest edition of the referenced document (including any amendments) applies. Not applicable. 2.2 Informative references The following referenced documents are not essential to the use of the present document but they assist the user with
25、regard to a particular subject area. For non-specific references, the latest version of the referenced document (including any amendments) applies. i.1 ANSI T1.522-2000: “Quality of Service for Business Multimedia Conferencing“. i.2 Birdwhistle, R. (1970): “Kinesics and Context: Essays in Body Motio
26、n Communication“, Harmondsworth: Penguin. i.3 Blythe, M.; Overbeeke, K., Monk, A., Wright, P. (Eds) (2004): “Funology: From Usability to Enjoyment“ Kluwer Academic. ETSI ETSI TR 102 643 V1.0.2 (2010-01) 6i.4 Brooks P, Brundell P, Hamnes K, Heiestad S, Heim J, Hestnes B, Heydari B, OMalley C, Schliem
27、ann T, Skjetne JH, Ulseth T (1999): “Final Report. ACTS Project AC314 Vis-Vis: Fitness-for-Purpose of Videotelephony in Face-to-Face Situations“, CEC Deliverable A314/NSS/PB/DS/P/005/b1, June 1999. i.5 Brooks P, Schliemann T, Hestnes B, Frowein H, Aaby C, OMalley C, (2003): “Final Report Project IST
28、-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies“, EC Deliverable IST11577/SEF/DIS/DS/Pub/008/b1, June 2003. i.6 Brooks, P. Audiovisual QoS for communication over IP networks“. i.11 ETSI ES 202 737: “Speech and multimedia Transmission Quality (STQ); Transmission
29、 requirements for narrowband VoIP terminals (handset and headset) from a QoS perspective as perceived by the user“. i.12 ETSI ES 202 738: “Speech and multimedia Transmission Quality (STQ); Transmission requirements for narrowband VoIP loudspeaking and handsfree terminals from a QoS perspective as pe
30、rceived by the user“. i.13 ETSI ES 202 739: “Speech and multimediaTransmission Quality (STQ); Transmission requirements for wideband VoIP terminals (handset and headset) from a QoS perspective as perceived by the user“. i.14 ETSI ES 202 740: “Speech and multimedia Transmission Quality (STQ); Transmi
31、ssion requirements for wideband VoIP loudspeaking and handsfree terminals from a QoS perspective as perceived by the user“. i.15 ETSI EG 202 534: “Human Factors (HF); guidelines for real-time person-to-person communication services“. i.16 ETSI ETR 160: “Human Factors (HF); Human Factors aspects of m
32、ultimedia telecommunications“. i.17 ETSI ETR 297: “Human Factors (HF); Human Factors in Videotelephony“. i.18 ETSI TR 102 274: “Human Factors (HF); guidelines for real-time person-to-person communication services“. i.19 ETSI TR 102 479: “Telecommunications and Internet converged Services and Protoco
33、ls for Advanced Networking (TISPAN); Review of available material on QoS requirements of Multimedia Services“. i.20 ETSI TR 102 535: “Human Factors (HF); Guidelines for real-time person-to-person communication services; Future requirements“. ETSI ETSI TR 102 643 V1.0.2 (2010-01) 7i.21 ETSI TS 181 01
34、6: “Telecommunications and Internet converged Services and Protocols for Advanced Networking (TISPAN); Service Layer Requirements to integrate NGN Services and IPTV“. i.22 ETSI TS 122 105: “Universal Mobile Telecommunications System (UMTS); Services and service capabilities (3GPP TS 22.105 version 8
35、.4.0 Release 8)“. i.23 Heim, J., Asting, T., Brandtzg, P., Brooks, P., Skjetne, JH., Hestnes, B. et al. (2000): “Initial Verification of Real-time Communication Requirements“, Project IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies, EC Deliverable IST11577/S
36、EF/DIS/DS/5FP/001/b1, July 2000. i.24 Hestnes B, Heiestad S, Ulseth T, Schliemann T, Brooks P, Flstad A, Frowein H, Aaby C, OMalley C, Brundell P: “Fitness-for-Purpose guidelines for Person-Person Communications, Project IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Te
37、chnologies“. EC Deliverable IST11577/TEL/RAD/DS/Pub/065/b1, March 2003. i.25 Hestnes, B., Brooks, P., Heiestad, S., Ulseth, T., Aaby., C. (2003): “Quality of Experience in real-time person-person communication - User based QoS expressed in technical network QoS terms“, Proceedings of the 19th Intern
38、ational Symposium on Human Factors in Telecommunication, Berlin, Germany, December 1-4 2003, pp. 3-10. i.26 Hestnes, B., Brooks, P., Heiestad, S. (2009): “QoE (Quality of Experience) - measuring QoE for improving the usage of telecommunication services“, Telenor Research if audio delay is 100 ms and
39、 video delay is 50 ms, then asynchrony is -50 ms). audio communication: use of a service that transmits voice in real-time over a telecommunication network, such as ordinary telephony with a handset and loud-speaking audio conferencing audio conferencing: telephone service that does not rely on ampl
40、ification of the voice signal in very close proximity to the recipients ear EXAMPLE: Loud-speaking audio communication. audio delay: time required for an audio signal generated at the talkers mouth to reach the listeners ear audio protocol: set of rules defining the way audio information is represen
41、ted in a network audio telephony: “ordinary“ telephone service using a handset as distinct from loud-speaking audio conferencing avatar telephony: service for transmitting voice signals in real-time over a telecommunication network in combination with a graphical (human) representation of the speake
42、r bandwidth: range of frequencies which can safely be conveyed in a communication channel burst packet loss: loss of two or more packets in sequence communication media: types of information with which humans communicate NOTE: Examples are text, audio and moving image (graphics and video). This is c
43、onsistent with the “Nature of information“ component of the ETSI definition of a representation medium, which has various possible coded forms (ETR 160 i.16). communication service: service that is provided via a telecommunication network NOTE: Examples are audio-telephony, email, videoconferencing,
44、 avatar-telephony, audio conferencing. communication situation: combination of task, motive, content and user (group) characteristics communication task: what the end-users (want to) do with a communication service NOTE: E.g. social chatting, buying or selling shares, conducting a job interview, etc
45、. communicative behaviour: end-user behaviour while using a communication service, including turn taking, interruptions, verbal and non-verbal back-channels and gaze ETSI ETSI TR 102 643 V1.0.2 (2010-01) 9conversational text: See real-time text. data communication: use of a service that transmits pe
46、rsonal computer-based information (e.g. presentation slides) data conferencing: See data communication. duration: length of time of the communication task dyadic communication: (distance) communication between two people effectiveness: accuracy and completeness with which specified users can achieve
47、 specified goals in particular environments NOTE: See ISO 9241 i.27 definition. efficiency: resources expended in relation to the accuracy and completeness of goals achieved NOTE: See ISO 9241 i.27 definition. end-users: people who use a communication service fitness-for-purpose: correct balance bet
48、ween technological performance and human performance, such that the interaction is both sufficient and beneficial for communication and consistent with human expectations frame-rate: frequency by which a full video frame is updated, sometimes called video temporal resolution or image frequency group
49、: (distance) communication between three or more people NOTE: Either in a point-to-point or a multi-point configuration. interpersonal perception: extent to which the perception of the other persons attributes (how likeable, intelligent, friendly, etc.) is positive or negative media effects: effect a particular communication medium has on an end-users task outcome, communicative behaviour, attitudes and beliefs media/medium: See Communication Media/Medium. monitor size: number in inches of the diagonal of the
