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Know exactly what is happening on your agent’s desktops.
Contact centers are complex organisms, and you often want to know at a detailed level what agents are doing on their desktops to gather insights that can give you quantum leaps in productivity and quality. Desktop analytics gives you access to a complete history of system response times, agent keystrokes, specific applications accessed, links followed…essentially everything happening on the agent desktop in both the front office and back office. From this rich collection of data, you can identify productivity bottlenecks, develop agent desktop metrics, evince compliance problems, surface system performance delays, highlight opportunities for improving the agent experience, improve agent applications, and much more.
With Aspect EQ Desktop Analytics, you can:
- Capture and store in real time the usage of key desktop browser-based application
- Provide data for reporting and analytics on employee productivity to Aspect® Interactive Tiles or Aspect EQ™ Performance Management (if already installed into your environment)
- Transfer form entries into a database, another system, or any other business intelligence applications
- Capture, store, and/or copy data from form elements (i.e. name, address, customer id, etc.) to minimize manual effort, reduce error, and increase employee productivity
- Surface key insights into employee behavior to augment any analytics on agent behavior