When companies mention “desktop activity analytics”, it often provokes a strong reaction – assuming constant monitoring of employee activity on PCs and smartphones, people immediately think of surveillance and restrictions on workplace freedom. However, when applied to contact centers, DPA (Desktop and Process Analytics) functionality is not focused on monitoring unauthorized employee actions but on improving processes and enhancing agent efficiency.
PhoneUP, a contact center quality monitoring solution, provides call and screen recording functionality enriched with desktop analytics capabilities.
Let’s explore the key advantages that desktop analytics brings in a contact center:
Agents' desktop activity analysis
Analyzing agent desktop activity helps track which applications and websites agents use while serving customers, and how efficiently they use them. Along with screen recording, the system captures the applications used by agents during customer interactions and provides this information to supervisors for analysis.
a call waveform synchronized with a timeline showing the apps used by the agent at different moments of the call
This allows for even more detailed analysis of agent performance. For example, if agents frequently use the “Knowledge Base” app when placing a call on hold, it might indicate that the content in the knowledge base should be optimized for faster information retrieval, or that agents require further training on using the system.
Combined with key performance indicators such as call quality scores or customer feedback, desktop analytics helps answer questions like:
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What do agents do while keeping customers on hold?
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Which applications and websites improve customer interactions?
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What tools are used by top-performing agents?
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How actively are internal knowledge bases being utilized?
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Are agents meeting guidelines for abandoning legacy applications?
Compliance with data security standards
A call and screen recording system must include functionality that helps meet strict data security standards. To protect sensitive customer information, PhoneUP automatically pauses screen and audio recording when an agent enters bank card details or other sensitive data.
This feature eliminates human error and ensures that data is not stored or shared with third parties. Recording automatically resumes when data entry is complete, making the process secure and uninterrupted. This is especially important for companies in the financial sector where data security is a priority..
Event triggers for analytics and reporting
PhoneUP’s desktop analytics functionality can also be integrated with third-party systems. For example, if an agent enters information about order cancellation into a CRM system during a conversation, PhoneUP can automatically mark such records for further analysis.
This makes it easy to search and analyze calls that contain important actions and identify trends. For example, analyzing order cancellations can help identify recurring causes and take action to improve service. Such desktop event triggers not only help improve agent performance, but also provide the basis for more accurate planning of training programs.
Сonclusion
It's time to abandon the idea that desktop analytics is designed to monitor employees’ browsing habits. Companies that are really concerned about such things can deny access to these sites by network settings.
In the competitive world of fighting for customers, it's critical for you to know which websites and apps your agents are accessing. These are additional metrics that can be used to make timely maneuvers to retrain employees and improve the efficiency of your contact center.
Ready to see desktop analytics in action? Schedule a live demonstration of PhoneUP and experience the difference it can make on your business: https://aurus5.com/phoneup/
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