Quantifying Skype User Satisfaction

Quantifying Skype User Satisfaction - Quantifying Skype...

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Quantifying Skype User Satisfaction Kuan-Ta Chen 12 , Chun-Ying Huang 1 , Polly Huang 13 , and Chin-Laung Lei 13 1 Department of Electrical Engineering, National Taiwan University 2 Institute of Information Science, Academia Sinica 3 Graduate Institute of Networking and Multimedia, National Taiwan University ABSTRACT The success of Skype has inspired a generation of peer-to- peer-based solutions for satisfactory real-time multimedia services over the Internet. However, fundamental questions, such as whether VoIP services like Skype are good enough in terms of user satisfaction, have not been formally addressed. One of the major challenges lies in the lack of an easily accessible and objective index to quantify the degree of user satisfaction . In this work, we propose a model, geared to Skype, but generalizable to other VoIP services, to quantify VoIP user satisfaction based on a rigorous analysis of the call dura- tion from actual Skype traces. The User Satisfaction Index (USI) derived from the model is unique in that 1) it is com- posed by objective source- and network-level metrics, such as the bit rate, bit rate jitter, and round-trip time, 2) unlike speech quality measures based on voice signals, such as the PESQ model standardized by ITU-T, the metrics are eas- ily accessible and computable for real-time adaptation, and 3) the model development only requires network measure- ments, i.e., no user surveys or voice signals are necessary. Our model is validated by an independent set of metrics that quantiFes the degree of user interaction from the ac- tual traces. Categories and Subject Descriptors H.4.3 [ Information Systems Applications ]: Communi- cations Applications— Computer conferencing, teleconferenc- ing, and videoconferencing ; G.3 [ Numerical Analysis ]: Probability and Statistics— Survival Analysis ; H.1.2 [ Models and Principles ]: User/Machine Systems— Human factors This work is supported in part by the National Science Council under the Grant No. NSC 95-3114-P-001-001-Y02, and by the Taiwan Information Security Center (TWISC), National Science Council under the Grants No. NSC 94- 3114-P-001-001Y and NSC 94-3114-P-011-001. Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for proFt or commercial advantage and that copies bear this notice and the full citation on the Frst page. To copy otherwise, to republish, to post on servers or to redistribute to lists, requires prior speciFc permission and/or a fee. SIGCOMM’06, September 11–15, 2006, Pisa, Italy. Copyright 2006 ACM 1-59593-308-5/06/0009 . .. $ 5.00. General Terms Human ±actors, Measurement, Performance Keywords Human Perception, Internet Measurement, Survival Analy- sis, Quality of Service, VoIP, Wavelet Denoising 1. INTRODUCTION There are over 200 million Skype downloads and approxi- mately 85 million users worldwide. The user base is growing at more than 100 , 000aday ,andthereare3 . 5 to 4 million active users at any one time 12 . The phenomenal growth
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Quantifying Skype User Satisfaction - Quantifying Skype...

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