Overview
What happens on the agent's screen is invisible to transcripts. Here's how NiCE Desktop Intelligence makes it visible — and actionable.
Transcripts and audio only capture what was said. Desktop Intelligence adds what was done — combining desktop recordings, audio signals, and operational context to reconstruct how work was actually executed. This FAQ answers the questions contact center leaders ask most before evaluating it.
What's inside:
- What Desktop Intelligence is and how it works with CXone's existing screen recording infrastructure
- The three categories of issues it surfaces: CX breakdowns, compliance and risk violations, and operational inefficiencies
- How it verifies whether agents actually completed actions — form submissions, tickets, SOP adherence
- How it integrates with QM AutoScore and where real-time guidance via Copilot fits in
- Technical prerequisites and how it handles on-screen PCI/PII data