Desktop Analytics Provides Visibility and Insights to Improve the Customer Experience
By Donna Fluss
What is Desktop Analytics?
Desktop analytics is an automated and systemic approach to monitor, capture, structure, analyze, report, and react to all agent desktop activity and process workflows. It provides the ability to detect agent keystrokes, data entry, applications, screens and fields accessed, events, usage duration, and resulting actions. It measures application utilization, usage patterns and performance metrics in order to assess application and user efficiency, effectiveness, compliance and external customer impact. It uses this information to automate manual tasks and provide real-time guidance to enhance the customer and agent experience while improving productivity.