Desktop and Process Analytics (DPA)

Desktop and Process Analytics (DPA) is a family of products that capture events and data from employee desktops and makes them easy to act on.

The DPA products are part of the WFO suite and can be licensed independently, or as unified components of a Workforce Optimization solution.

Desktop and Process Analytics is the only solution in the industry that can:

• Capture and monitor employee desktop application activities

• Provide data as tags to recorders to be used in Search & Replay, business rules, and Speech Analytics

• Provide data to WFM to be used as volume, primary or secondary Time Tracking in adherence

• Identify, count, and visualize processes and workflow based on user interaction with software applications

• Provide real-time processing of data to make Next Best Action recommendations to users

• Replicate data elements from one application to other applications without expensive data integration

• Incorporate biometric status messages into Desktop rule processing for employee alerts