Desktop Process Analytics data

If your system is integrated with Desktop and Process Analytics (DPA) Product in the system that captures events and data from employee desktops and makes them actionable., you can view the applications used actively by the employee during the employee-customer interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

The applications can help you understand employee desktop behavior during the interaction, especially when there is audio playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. without a screen recording. You can also use applications to navigate the Player through an interaction and play back a section recorded when the employee was using a specific application.

The applications are color-coded for easy visualization. By default, the application with the longest duration is colored red. Keyboard or mouse inactivity during a recorded interaction is indicated as Idle or Inactive with a gray background. Users with DPA Reporting rights can modify the color-coding attributes in the DPA Reports module.