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Tech Tip: Desktop and Process Analytics Reporting

Did you know that Verint Desktop and Process Analytics (Version 10 and higher) can enable you to quickly see productive and unproductive usage of the internet when you run reports? The solution can easily capture the URLs of sites that your employees are accessing throughout the day and rename them with simple, more intuitive titles.Jenni_Palocsik_05-12-1

First, identify the most used websites using the canned Web Site Duration Report under Application Analysis in the solution’s user interface. From that report, identify the website links that constitute productive usage that you want to report on separately.

Next, go to Administration and Modules within the Verint user interface. Select the Window Module tab, and enter the full web address for pages associated with productive usage that are to be renamed. The module name will become the application name in reporting, and the next two boxes are the filters—only one is needed. Input a part of the URL or the entire URL if required to identify the website that needs to be renamed. You can also input the server name or IP address if this appears in the window title.

All modules created will have their own application name and the remaining unspecified (and therefore presumably unproductive) website links will appear in the report under the Internet Explorer application. Don’t forget that if you have multiple browsers, you need to set up a module for each.

If you have Verint Performance Management Scorecards in addition to Desktop and Process Analytics (Version 11.1 and higher), specific websites and applications can be tagged as productive, and then data from them can be fed to a KPI in your scorecards for easier access and viewing of activity.

By completing these simple steps, you can help increase your visibility into the different web-based applications your employees are using to complete their work—and how much time they spend in productive and non-productive applications each day.

The post Tech Tip: Desktop and Process Analytics Reporting appeared first on Customer Experience Management Blog.

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