Copilot Suite
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Transcript of Copilot Suite
Copilot Suite
Copilot Benefits
■ Monitors user behavior■ Automates metrics reporting■ Builds and maintains a working knowledge base■ Leverages entire team for best answers■ Incorporates game theory■ Gathers statistics, automates call logging■ Guides users through workflows■ Reduces training time■ Enables “universal agent”
Glossary of Acronyms
■ HUDHeads Up Display
■ iKBimplicit Knowledge Base
■ XMLeXtensible Markup Language
Installation
■ Download installerSelect applicationsOption to keep/overwrite existing data
■ ZerØtechNo dependenciesUses XML for dataInstall to shared drive for multi-user environment
Single click any iconto run the program
Copilot HUD
■ Integrated Application SuiteRuns on Microsoft WindowsHUD floats over desktop
■ Modular architectureNo practical limit to application type or quantity
Login | Existing User
■ Simple user authenticationProvides tracking across all of the programsCan not run programs individually, must login
Login | New User
■ Simple User AdditionIf username does not exist then it is created
■ OptionalUser creation can be controlled
StopWatch II
■ Non-intrusive capture :Active time for each appInteractive time for each appLoad times for apps“No gaps between apps”
Following login, StopWatch II starts and runs in background
Users
■ Automatic InclusionEach installation forms a community
■ On RoadmapOptions for groups
Badges
■ Built in gamificationSimple mechanism to recognize contributions using badges
■ FlexibleAny program/action can “vote” for contributorBadges are awarded at thresholdsNo limits to quantity or appearance of badges
Guidance (Beta)
■ CustomizablePaths to tasks are coded for trackingTasks grouped into proceduresTasks can be automated
■ ExtensibleVerificationUp-sell templatesSession log captureIntegrated with StopWatch II
iKB | Search Existing Questions
■ Implicit Knowledge CaptureQuestions and answers gathered during tasks
■ Text searchSearches questionsSearches answers
■ One to ManyEach question can have multiple answers
iKB | Ask New Question
■ Real time questionsQuestion is immediately submitted for answers
Ask your team a new question at any time
iKB | Answer Questions
■ HUD NotificationVisible cue when new questions are submitted
■ Real Time AnswersAny team member may answer any questionOne badge vote awarded for adding a new answer or updating an answer
iKB | Answer and Manage Questions
■ Administrator OptionRestrict answer deletions and topic return to selected team members
Reporting
■ Three Modules (to date)ManagementAnalysisGuidance
■ Separate programNo impact on agent operationsAccess can be isolated
Reporting | Management
Real time data files from users
Data files transformed into XML
XML data reduced for reporting
Reporting | Analysis
Reporting | Guidance (Alpha)
Bookmarks appear at beginning and end of procedures
Settings
■ System settingsCurrently just a placeholderShows lock statusShows file attributes
■ On the Roadmap :Additional settings
Exit
■ Close HUDClose any open programs
■ ExceptionDoes NOT turn off StopWatch II program