There are several software products on the market called “desktop analytics.” Different products collect different information from the desktops, and different products have different ways of organizing the data collected and exposing this in reports. At HP Software, we took a good look at the rest of the desktop analytics market and have invested heavily to deliver an enhanced analytics product that:
Is simple to use
Provides a meaningful view into desktop activity
Is easy to afford and justify
HP Qfiniti Optimize watches and logs every application, web site or web application your agents use, and can track values entered or displayed on those screens, buttons clicked, drop-down values selected, field values changed—timestamps for everything that happens on that desktop, even between interactions. HP Qfiniti Optimize then streamlines and organizes this hidden data for real-time or future analysis, no matter how many workstations are in use and no matter where those workstations are located, even in remote or work-at-home environments. There is no limit to the amount of desktop activity that can be captured and analyzed.
In addition to reports about application usage HP Qfiniti Optimize includes several amazing reports about workflows. A workflow is simply a sequence of steps through which a piece of work passes from initiation to completion. For any date range, team or user, workflow reports show completion/abandon rates per workflow step, a comparative analysis of the total time and average time it takes to complete each step of a workflow, and an in-depth comparative analysis of the total time and average time it takes selected agents to complete a selected workflow step.
A good quality monitoring program will certainly identify behaviors that can cause workflow steps to take more or less time than seems necessary. (Too often it seems, the emphasis is on taking too much time vs. not taking enough time to complete certain tasks.) The best way to consistently identify workflow-step AHT outliers, however, is to compare a long-term step-by-step AHT breakdown for each agent against that of the entire team. Telling an agent to improve their talk time without pinpointing which part of the workflow to improve could be asking for trouble.
Desktop analytics is quickly becoming a necessary tool of choice for call center organizations that need to measure the amount of time it takes front-line and back-office agents to complete workflow steps. This information can be used to identify and track budgetary initiatives and to empower quality coaches to deliver a more relevant and meaningful analysis of behavioral trends. Desktop Analytics products are especially helpful to companies whose agents perform any kind of predictable workflow process, including back-office activities. Without this type of measurement, it's difficult to set meaningful handle-time goals measure progress towards those goals.