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How Desktop Analytics Tools Hold Agents Accountable

How Desktop Analytics Tools Hold Agents Accountable

Find out how Calabrio desktop analytics can hold your workforce accountable

Big Data is like a puzzle: there’s a lot of great information, but if you don’t have every piece you need, then you can’t complete the picture. Having the big picture is important when you are relying on the data to make informed business decisions. If you’re only analyzing the verbal interaction between a call center agent and a customer, you might be missing additional information that provides additional context: what’s happening on the agent’s screen while they are interacting with a customer? Is the on-screen behavior consistent with what’s being said?

Our new Calabrio Desktop Analytics solution is the latest addition to Calabrio Analytic Services, and allows businesses to really see and understand the complete picture of what’s going on with all of that big data in the contact center in an integrated way.

At its most basic, Calabrio Desktop Analytics allows supervisors to capture key strokes and screen activity from individual agents, letting them know exactly what’s happening at agents’ desktops—what the agent is seeing, what windows are open, what’s being typed, etc.

However, when paired together with the context of verbal conversations these agents are having with customers, these two data streams give businesses unprecedented visibility into what is happening with individual agents so that best-practice work habits and the effective use of software applications can easily be reinforced and replicated across the rest of the team.

If you imagine a pyramid (see below), at the top there are thousands of calls that contain basic customer information like name, location, calling number and called number. In the middle, you apply speech analytics to those calls in order to find hundreds of thousands data points hidden within, that may be of interest to you. At the bottom, you have desktop analytics. Millions of interactions within an agent’s day, from every keystroke and open application to—most importantly—how that interaction dovetails into speech analytics and the actual call itself.

Desktop Analytics is a strong tool to enforce what happens on the front line of your contact center

Now, turn your pyramid upside down (see below). With a focus on desktop analytics, you’re drilling through millions of customer interaction points to know what the agent is doing and how that narrows down to each call. To learn more about customer interaction analytics, you can find our complete guide here. Desktop analytics asks basic questions to do this: what are my most used applications in the contact center? What are the most visited websites? The answers to these questions are easily found as the software logically groups this information based on the organizational hierarchy, team and/or agent. More importantly, what calls are associated with these interactions.


For example, if you wanted to learn what website is being viewed most frequently by your agents, you would click on that dashboard and drill down to the level of data requested. The “website views” data can be sorted by aggregate time spent, users and more, and then see further into calls that were happening at that moment.

One of the best features of Calabrio Desktop Analytics is that, because it is run on the same platform as Calabrio Speech Analytics, users experience seamless operation using the same infrastructure, dashboards and technology they’ve come to trust using Calabrio Speech Analytics.

Because the analysis is presented in Calabrio’s easy-to-use, widget-based dashboard, managers can see activities, patterns and trends, and then drill down for greater analysis. The desktop and speech analytics use the same search and indexing solutions, so regardless of whether the data is captured in an activity file or an audio file, users can find it, regardless of the medium.

Having access to all of this data helps businesses better correlate words and actions to drive the correct business outcome, for example, being able to better identify and deal with at-risk customers or discovering issues with products early on. When analysis and insight can be used in other portions of the business, such as sales and marketing, that’s when contact center solutions become an enterprise-wide big data asset.

Brian Humenansky is the Senior Vice President of Development at Calabrio.
Brian Humenansky is the Senior Vice President of Development for Calabrio, Inc. Brian has more than 25 years of experience in enterprise software engineering and management, leading teams and initiatives around new development methodologies and quality strategies, globalization, and business intelligence (BI) development. Brian has a B.A. degree in Computer Science with a Minor in Mathematics from Augsburg College in Minneapolis, Minnesota.
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