Desktop Analytics

Captures, tracks and analyses everything that happens on the agent desktop.

Desktop analytics provides the capability to analyse everything that happens on a user’s desktop – with every detail from the programs / systems accessed, screens opened and scrolled up/down, fields completed/updated and time spent idle or waiting for screens to update.

The desktop analytics tool in most solutions sets allow triggers to be set up to perform a number of functions such as executing screen pop-ups, populating information in external databases, grabbing values from fields on screens, manipulating the information grabbed and performing secondary functions based on the values in screen fields.

There are reporting functions that show graphically and in text format how users perform in comparison to others or against benchmarks set by the organisation. desktop analytics may be available in various levels from basic to advanced and the ability to visualise or analyse processes may differ between the various license levels.