CXone Mpower Desktop Discovery

Desktop Discovery is an artificial intelligence-powered product that enhances and optimizes contact center employees' performance. The Desktop Discovery Client gathers comprehensive information on user actions performed on an agent's desktop, such as button clicks, copy/paste actions, and more. The collected data is used to surface coaching opportunities by providing visibility into employees' daily desktop routines. It reveals productivity gaps and identifies top/bottom performers.

Benefits of Desktop Discovery:

• Identifies daily productivity gaps

• Identifies processes that can be automated

• Produces enrich metadata Data that provides information about other data. for each monitored action

• Provides highly-detailed data and analysis of user actions

How Desktop Discovery Works

Desktop Discovery runs quietly in the background as the users work on the system. The unsupervised AI engine discovers repeated tasks, usage patterns, and blockages by gathering data about the thousands of small actions that the users carry out in their work each day. The solution is intelligent enough to recognize variants of the same process when done in different ways by different people. Desktop Discovery complies with data privacy regulations as it collects this data.

From the data it gathers, Desktop Discovery gives you insight into where the productivity gaps and inefficiencies are, how well business applications support productivity, and average handling times. It also highlights potential best practices. This approach enables you to create optimization cases based on unbiased data about your people, processes, and systems interact in the real world.

It contains the following applications and features:

• CXone Mpower Desktop Discovery (Hybrid): To provide visibility into employees' performance, productivity gaps, and the efficiency of their daily routines, Desktop Discovery (Hybrid) uses the RT Client, installed on the employee's machine, for gathering comprehensive information on user actions performed on an agent's desktop. For more information, see CXone Mpower Desktop Discovery (Hybrid). The data is collected through RT Client installed on the agent's machine.

• CXone Mpower Desktop Discovery Client: The Desktop Discover Client is an application designed to gather comprehensive information on user actions performed on an agent’s desktop, such as button clicks, copy/paste actions, and more. The Desktop Discover Client operates without a graphical user interface (GUI). After installation, it automatically starts and runs in the background. The data is collected through Desktop Discovery client installed on the agent's machine. For more information, refer to CXone Mpower Desktop Discovery Client.

• Desktop Discovery: This AI desktop analytics tool provides a scientific approach to streamlining contact center daily processes. It compiles data for user input actions like mouse clicks or keyboard actions. For more information, see Desktop Discovery Administration.

• NEVA for Compliance: This integrates the NEVA client (RT Client) with Recording for call tagging and to allow recordings to be paused and resumed. It assists organizations with compliance matters such as PCI compliance, consumer protection, privacy assurance, and internal policy adherence. For more information, see NEVA for Compliance.