What is Desktop and Process Analytics?

Mary Lou JosephMarch 24, 2014

In the business sense, the Desktop and Process Analytics solution set provides managers with unprecedented visibility into employee activities, how they are doing them, and time spent on them by capturing data directly from the employee desktop. This operational visibility gives organizations actionable intelligence to help them make better business decisions and improve processes and employee performance.

In the technical sense, the Desktop and Process Analytics set of software tools includes a capture component residing on the employee desktop or laptop to collect information about what the employee is working on—anytime. In its simplest form, it tracks what applications are active, down to the granular level of the exact screen or URL. So, managers can understand the percent of time an employee spends in applications used during the business day—and how that compares with other team members. It also tracks when there is no desktop activity, indicating idle time or time spent in meetings, breaks or lunch.

The solution also enables users to define rule-based “event triggers” to capture specific desktop activity or events, including activities occurring within specific applications such as filling a specific field. For example, if you want to start tracking specific processes, you can create a trigger for the start of a process, which might be the opening of a new order form, and the end which might be the “event” of clicking on the submit button.

As these events are also time-stamped, you can start building average handle times for end-to-end processes, and individual process steps. You can also create a trigger to capture specific screen information, such as an order number, so you can track that item from start to finish. Pop-up alerts can also be created based on an event to remind the user of the next step or an empty field.

The potential ways to use this solution to capture data are numerous. Verint has found some of the most common uses for Desktop and Process Analytics include:

  1. Monitoring applications for performance and responsiveness
  2. Helping to ensure PCI compliance by triggering the start / stop of audio and screen recordings when sensitive information is being exchanged
  3. Finding hidden capacity and recapturing idle and non-productive time for improved employee productivity
  4. Increasing productivity by decreasing handle time and error rates, and providing personalized guidance during transactions to help ensure process compliance
  5. Improving processes by mapping and analyzing them in near real time to identify variances, bottlenecks and streamlining opportunities
  6. Flagging and generating alerts on potentially non-compliant activities to help reduce risk.

The true beauty of Desktop and Process Analytics is that it requires minimal space and IT resources to install. No lengthy data integrations needed! Administrators are trained on how to create triggers to capture the desired events, which are translated into actionable reporting. The fast installation and almost immediate reporting help enable a quick return on investment, as illustrated by a business processing outsourcer who was able to “realize a five percent efficiency improvement within the first two weeks.”