Desktop Analytics

Submitted by Anonymous on Wed, 06/16/2010 - 21:06
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A Window into Agent In-Call Performance

Desktop Analytics is a key capability of NICE Interaction Analytics, often used in concert with speech analytics. Using a thin client installed on each agent’s desktop, Desktop Analytics tracks the applications, screens and functions that agents use while interacting with customers. This insight enables contact centers to identify agent knowledge gaps and training opportunities as well as improve the customer experience and operational efficiency.

 

Extract Customer Data

The agent’s desktop can reveal valuable information about customers during interactions. Agents often look up customer accounts within a CRM application. The screen may contain information such as customer demographics, status, and products and services purchased. NICE Interaction Analytics can extract such data via Desktop Analytics and attach it to the interaction as metadata, which can later be used, for example, to list all customers interactions associated with a specific customer ID.

 

Monitor Desktop Application Usage

Desktop Analytics analyzes which applications are used by an agent and how much time they spend on each screen. Thus, it can identify agent knowledge gaps, as when an agent takes longer than average to use a knowledge database. This capability also can uncover application problems, such as web pages that take too long to load, that extend handle time and decrease customer satisfaction.

 

Protect Sensitive Data

Desktop Analytics’ integration with NICE Interaction Management can protect sensitive and private data by stopping and starting recording on-demand. For example, when Desktop Analytics identifies that the agent entered the customer verification screen, it can stop recording and resume after the customer provided the required personal information.

 

Assist Agents in Real Time

Desktop Analytics can provide relevant data in real time during calls. For example, based on pre-defined business rules, Desktop Analytics can identify an up-sell opportunity and trigger an event that displays the relevant up-sell promotions for this particular customer on the agent’s screen.
 

Companies leverage Desktop Analytics to analyze agent behavior during interactions and learn more about the customer. Click to learn more about NICE solutions for contact center operational efficiency, customer experience and revenue growth.