Visualisation of Large-Scale Call-Centre Data

The contact centre industry employs 4% of the entire United King-dom and United States’ working population and generates gigabytes of operational data that require analysis, to provide insight and to improve efficiency. This thesis is the result of a collaboration with QPC Limited who provide data collection and analysis products for call centres. They provided a large data-set featuring almost 5 million calls to be analysed. This thesis utilises novel visualisation techniques to create tools for the exploration of the large, complex call centre data-set and to facilitate unique observations into the data.A survey of information visualisation books is presented, provid-ing a thorough background of the field. Following this, a feature-rich application that visualises large call centre data sets using scatterplots that support millions of points is presented. The application utilises both the CPU and GPU acceleration for processing and filtering and is exhibited with millions of call events.This is expanded upon with the use of glyphs to depict agent behaviour in a call centre. A technique is developed to cluster over-lapping glyphs into a single parent glyph dependant on zoom level and a customizable distance metric. This hierarchical glyph repre-sents the mean value of all child agent glyphs, removing overlap and reducing visual clutter. A novel technique for visualising individually tailored glyphs using a Graphics Processing Unit is also presented, and demonstrated rendering over 100,000 glyphs at interactive frame rates. An open-source code example is provided for reproducibility.Finally, a novel interaction and layout method is introduced for improving the scalability of chord diagrams to visualise call transfers. An exploration of sketch-based methods for showing multiple links and direction is made, and a sketch-based brushing technique for filtering is proposed. Feedback from domain experts in the call centre industry is reported for all applications developed

Evolution of size-dependent flowering in a variable environment: construction and analysis of a stochastic integral projection model

Understanding why individuals delay reproduction is a classic problem in evolutionary biology. In plants, the study of reproductive delays is complicated because growth and survival can be size and age dependent, individuals of the same size can grow by different amounts and there is temporal variation in the environment. We extend the recently developed integral projection approach to include size- and age-dependent demography and temporal variation. The technique is then applied to a long-term individually structured dataset for Carlina vulgaris, a monocarpic thistle. The parameterized model has excellent descriptive properties in terms of both the population size and the distributions of sizes within each age class. In Carlina, the probability of flowering depends on both plant size and age. We use the parameterized model to predict this relationship, using the evolutionarily stable strategy approach. Considering each year separately, we show that both the direction and the magnitude of selection on the flowering strategy vary from year to year. Provided the flowering strategy is constrained, so it cannot be a step function, the model accurately predicts the average size at flowering. Elasticity analysis is used to partition the size- and age-specific contributions to the stochastic growth rate, λs. We use λs to construct fitness landscapes and show how different forms of stochasticity influence its topography. We prove the existence of a unique stochastic growth rate, λs, which is independent of the initial population vector, and show that Tuljapurkar's perturbation analysis for log(λs) can be used to calculate elasticities

Trigger points and high growth firms : the vital role of founder “sensing” and “seizing” capabilities

The authors wish to acknowledge the funding this research received from the Welsh Government through the Business Wales Accelerated Growth Programme (AGP).Purpose Research on high growth firms (HGFs) is booming yet a strong conceptual understanding of how these firms obtain (and sustain) rapid growth remains (at best) partial. The main purpose of this paper to explore the role founders play in enabling episodes of rapid growth and how they help navigate this process. Design/methodology/approach This paper reports the findings from a qualitative study involving in-depth interviews with entrepreneurs enlisted onto a publicly funded high growth business accelerator programme in Wales. These interviews explored the causes of the firms’ rapid growth, their key growth trigger points, and the organisational consequences of rapid growth. Findings The research reveals that periods of high growth are intrinsically and inextricably inter-linked with the entrepreneurial traits and capabilities of their founders coupled with their ability to “sense” and “seize” pivotal growth opportunities. It also demonstrates founder-level dynamic capabilities enable firms to capitalise on pivotal “trigger points” thereby enabling their progression to a new “dynamic state” in a firm’s temporal evolution. Originality/value The novel approach towards theory building deployed herein is the use of theoretical elaboration as means of extending important existing theoretical constructs such as growth “trigger points” and founder dynamic capabilities. To capitalise on these trigger points, founders have to undergo a process of “temporal transitioning” to effectively manage and execute the growth process in firms. The work also has important policy implications, underlining the need for more relational forms of support for entrepreneurial founders.Peer reviewe

The challenge pathway: a mixed methods evaluation of an innovative care model for the palliative and end-of-life care of people with dementia (innovative practice)

An innovative service for the palliative and end-of-life care of people with dementia was introduced at a UK hospice. This evaluation involved analysis of audit data, semi-structured interviews with project staff (n=3) and surveys of family carers (n=15) and professionals (n=20). The service has increased access to palliative, end-of-life care and other services. Improvements were reported in the knowledge, confidence and care skills of family carers and professionals. Carers felt better supported and it was perceived that the service enabled more patients to be cared for at home or in their usual place of care

Data Ethics Emergency Drill:A Toolbox for Discussing Responsible AI for Industry Teams

Researchers urge technology practitioners such as data scientists to consider the impacts and ethical implications of algorithmic decisions. However, unlike programming, statistics, and data management, discussion of ethical implications is rarely included in standard data science training. To begin to address this gap, we designed and tested a toolbox called the data ethics emergency drill (DEED) to help data science teams discuss and reflect on the ethical implications of their work. The DEED is a roleplay of a fictional ethical emergency scenario that is contextually situated in the team’s specific workplace and applications. This paper outlines the DEED toolbox and describes three studies carried out with two different data science teams that iteratively shaped its design. Our findings show that practitioners can apply lessons learnt from the roleplay to real-life situations, and how the DEED opened up conversations around ethics and values

Exploring population responses to environmental change when there is never enough data: a factor analytic approach

© 2018 The Authors. Methods in Ecology and Evolution published by John Wiley & Sons Ltd on behalf of British Ecological Society Temporal variability in the environment drives variation in vital rates, with consequences for population dynamics and life-history evolution. Integral projection models (IPMs) are data-driven structured population models widely used to study population dynamics and life-history evolution in temporally variable environments. However, many datasets have insufficient temporal replication for the environmental drivers of vital rates to be identified with confidence, limiting their use for evaluating population level responses to environmental change. Parameter selection, where the kernel is constructed at each time step by randomly selecting the time-varying parameters from their joint probability distribution, is one approach to including stochasticity in IPMs. We consider a factor analytic (FA) approach for modelling the covariance matrix of time-varying parameters, whereby latent variable(s) describe the covariance among vital rate parameters. This decreases the number of parameters to estimate and, where the covariance is positive, the latent variable can be interpreted as a measure of environmental quality. We demonstrate this using simulation studies and two case studies. The simulation studies suggest the FA approach provides similarly accurate estimates of stochastic population growth rate to estimating an unstructured covariance matrix. We demonstrate how the latent parameter can be perturbed to show how selection on reproductive delays in the monocarp Carduus nutans changes under different environmental conditions. We develop a demographic model of the fire dependent herb Eryngium cuneifolium to show how a putative driver of the variation in environmental quality can be incorporated with the addition of a single parameter. Using perturbation analyses we determine optimal management strategies for this species. This approach estimates fewer parameters than previous approaches and allows novel eco-evolutionary insights. Predictions on population dynamics and life-history evolution under different environmental conditions can be made without necessarily identifying causal factors. Putative environmental drivers can be incorporated with relatively few parameters, allowing for predictions on how populations will respond to changes in the environment