An intelligent user interface model for contact centre operations
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
Visual based finger interactions for mobile phones
- Authors: Kerr, Simon
- Date: 2010 , 2010-03-15
- Subjects: User interfaces (Computer systems) , Mobile communication systems -- Design and construction , Cell phones -- Software , Mobile communication systems -- Technological innovations , Information display systems , Cell phones -- Technological innovations
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4652 , http://hdl.handle.net/10962/d1006621 , User interfaces (Computer systems) , Mobile communication systems -- Design and construction , Cell phones -- Software , Mobile communication systems -- Technological innovations , Information display systems , Cell phones -- Technological innovations
- Description: Vision based technology such as motion detection has long been limited to the domain of powerful processor intensive systems such as desktop PCs and specialist hardware solutions. With the advent of much faster mobile phone processors and memory, a plethora of feature rich software and hardware is being deployed onto the mobile platform, most notably onto high powered devices called smart phones. Interaction interfaces such as touchscreens allow for improved usability but obscure the phone’s screen. Since the majority of smart phones are equipped with cameras, it has become feasible to combine their powerful processors, large memory capacity and the camera to support new ways of interacting with the phone which do not obscure the screen. However, it is not clear whether or not these processor intensive visual interactions can in fact be run at an acceptable speed on current mobile handsets or whether they will offer the user a better experience than the current number pad and direction keys present on the majority of mobile phones. A vision based finger interaction technique is proposed which uses the back of device camera to track the user’s finger. This allows the user to interact with the mobile phone with mouse based movements, gestures and steering based interactions. A simple colour thresholding algorithm was implemented in Java, Python and C++. Various benchmarks and tests conducted on a Nokia N95 smart phone revealed that on current hardware and with current programming environments only native C++ yields results plausible for real time interactions (a key requirement for vision based interactions). It is also shown that different lighting levels and background environments affects the accuracy of the system with background and finger contrast playing a large role. Finally a user study was conducted to ascertain the overall user’s satisfaction between keypad interactions and the finger interaction techniques concluding that the new finger interaction technique is well suited to steering based interactions and in time, mouse style movements. Simple navigation is better suited to the directional keypad.
- Full Text:
- Date Issued: 2010
- Authors: Kerr, Simon
- Date: 2010 , 2010-03-15
- Subjects: User interfaces (Computer systems) , Mobile communication systems -- Design and construction , Cell phones -- Software , Mobile communication systems -- Technological innovations , Information display systems , Cell phones -- Technological innovations
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4652 , http://hdl.handle.net/10962/d1006621 , User interfaces (Computer systems) , Mobile communication systems -- Design and construction , Cell phones -- Software , Mobile communication systems -- Technological innovations , Information display systems , Cell phones -- Technological innovations
- Description: Vision based technology such as motion detection has long been limited to the domain of powerful processor intensive systems such as desktop PCs and specialist hardware solutions. With the advent of much faster mobile phone processors and memory, a plethora of feature rich software and hardware is being deployed onto the mobile platform, most notably onto high powered devices called smart phones. Interaction interfaces such as touchscreens allow for improved usability but obscure the phone’s screen. Since the majority of smart phones are equipped with cameras, it has become feasible to combine their powerful processors, large memory capacity and the camera to support new ways of interacting with the phone which do not obscure the screen. However, it is not clear whether or not these processor intensive visual interactions can in fact be run at an acceptable speed on current mobile handsets or whether they will offer the user a better experience than the current number pad and direction keys present on the majority of mobile phones. A vision based finger interaction technique is proposed which uses the back of device camera to track the user’s finger. This allows the user to interact with the mobile phone with mouse based movements, gestures and steering based interactions. A simple colour thresholding algorithm was implemented in Java, Python and C++. Various benchmarks and tests conducted on a Nokia N95 smart phone revealed that on current hardware and with current programming environments only native C++ yields results plausible for real time interactions (a key requirement for vision based interactions). It is also shown that different lighting levels and background environments affects the accuracy of the system with background and finger contrast playing a large role. Finally a user study was conducted to ascertain the overall user’s satisfaction between keypad interactions and the finger interaction techniques concluding that the new finger interaction technique is well suited to steering based interactions and in time, mouse style movements. Simple navigation is better suited to the directional keypad.
- Full Text:
- Date Issued: 2010
A mobile toolkit and customised location server for the creation of cross-referencing location-based services
- Ndakunda, Shange-Ishiwa Tangeni
- Authors: Ndakunda, Shange-Ishiwa Tangeni
- Date: 2013
- Subjects: Location-based services -- Security measures , Mobile communication systems -- Security measures , Digital communications , Java (Computer program language) , Application software -- Development -- Computer programs , User interfaces (Computer systems)
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4703 , http://hdl.handle.net/10962/d1013604
- Description: Although there are several Software Development kits and Application Programming Interfaces for client-side location-based services development, they mostly involve the creation of self-referencing location-based services. Self-referencing location-based services include services such as geocoding, reverse geocoding, route management and navigation which focus on satisfying the location-based requirements of a single mobile device. There is a lack of open-source Software Development Kits for the development of client-side location-based services that are cross-referencing. Cross-referencing location-based services are designed for the sharing of location information amongst different entities on a given network. This project was undertaken to assemble, through incremental prototyping, a client-side Java Micro Edition location-based services Software Development Kit and a Mobicents location server to aid mobile network operators and developers alike in the quick creation of the transport and privacy protection of cross-referencing location-based applications on Session Initiation Protocol bearer networks. The privacy of the location information is protected using geolocation policies. Developers do not need to have an understanding of Session Initiation Protocol event signaling specifications or of the XML Configuration Access Protocol to use the tools that we put together. The developed tools are later consolidated using two sample applications, the friend-finder and child-tracker services. Developer guidelines are also provided, to aid in using the provided tools.
- Full Text:
- Date Issued: 2013
- Authors: Ndakunda, Shange-Ishiwa Tangeni
- Date: 2013
- Subjects: Location-based services -- Security measures , Mobile communication systems -- Security measures , Digital communications , Java (Computer program language) , Application software -- Development -- Computer programs , User interfaces (Computer systems)
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4703 , http://hdl.handle.net/10962/d1013604
- Description: Although there are several Software Development kits and Application Programming Interfaces for client-side location-based services development, they mostly involve the creation of self-referencing location-based services. Self-referencing location-based services include services such as geocoding, reverse geocoding, route management and navigation which focus on satisfying the location-based requirements of a single mobile device. There is a lack of open-source Software Development Kits for the development of client-side location-based services that are cross-referencing. Cross-referencing location-based services are designed for the sharing of location information amongst different entities on a given network. This project was undertaken to assemble, through incremental prototyping, a client-side Java Micro Edition location-based services Software Development Kit and a Mobicents location server to aid mobile network operators and developers alike in the quick creation of the transport and privacy protection of cross-referencing location-based applications on Session Initiation Protocol bearer networks. The privacy of the location information is protected using geolocation policies. Developers do not need to have an understanding of Session Initiation Protocol event signaling specifications or of the XML Configuration Access Protocol to use the tools that we put together. The developed tools are later consolidated using two sample applications, the friend-finder and child-tracker services. Developer guidelines are also provided, to aid in using the provided tools.
- Full Text:
- Date Issued: 2013
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