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