Copilot Suite
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The Copilot Suite provides several benefits: - It monitors user behavior, reports metrics, builds a knowledge base, and guides users through workflows to reduce training time. - The suite incorporates several programs including StopWatch II to track user times, badges for gamification, and an implicit knowledge base (iKB) to collect questions and answers. - It installs easily, has no dependencies, and allows multi-user access through a shared drive installation. Reporting modules then analyze the collected data.
Copilot Suite
- 2. 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”
- 3. Glossary of Acronyms ■ HUD Heads Up Display ■ iKB implicit Knowledge Base ■ XML eXtensible Markup Language
- 4. Installation ■ Download installer Select applications Option to keep/overwrite existing data ■ ZerØtech No dependencies Uses XML for data Install to shared drive for multi-user environment
- 5. Copilot HUD ■ Integrated Application Suite Runs on Microsoft Windows HUD floats over desktop ■ Modular architecture No practical limit to application type or quantity Single click any icon to run the program
- 6. Login | Existing User ■ Simple user authentication Provides tracking across all of the programs Can not run programs individually, must login
- 7. Login | New User ■ Simple User Addition If username does not exist then it is created ■ Optional User creation can be controlled
- 8. StopWatch II ■ Non-intrusive capture : Active time for each app Interactive time for each app Following login, StopWatch II starts and runs in Load times for apps background “No gaps between apps”
- 9. Users ■ Automatic Inclusion Each installation forms a community ■ On Roadmap Options for groups
- 10. Badges ■ Built in gamification Simple mechanism to recognize contributions using badges ■ Flexible Any program/action can “vote” for contributor Badges are awarded at thresholds No limits to quantity or appearance of badges
- 11. Guidance (Beta) ■ Customizable Paths to tasks are coded for tracking Tasks grouped into procedures Tasks can be automated ■ Extensible Verification Up-sell templates Session log capture Integrated with StopWatch II
- 12. iKB | Search Existing Questions ■ Implicit Knowledge Capture Questions and answers gathered during tasks ■ Text search Searches questions Searches answers ■ One to Many Each question can have multiple answers
- 13. iKB | Ask New Question ■ Real time questions Question is immediately submitted for answers Ask your team a new question at any time
- 14. iKB | Answer Questions ■ HUD Notification Visible cue when new questions are submitted ■ Real Time Answers Any team member may answer any question One badge vote awarded for adding a new answer or updating an answer
- 15. iKB | Answer and Manage Questions ■ Administrator Option Restrict answer deletions and topic return to selected team members
- 16. Reporting ■ Three Modules (to date) Management Analysis Guidance ■ Separate program No impact on agent operations Access can be isolated
- 17. Reporting | Management XML data reduced for reporting Data files Real time data transformed into files from users XML
- 19. Reporting | Guidance (Alpha) Bookmarks appear at beginning and end of procedures
- 20. Settings ■ System settings Currently just a placeholder Shows lock status Shows file attributes ■ On the Roadmap : Additional settings
- 21. Exit ■ Close HUD Close any open programs ■ Exception Does NOT turn off StopWatch II program