This feature enables organizations to gain deeper insights by correlating desktop user activity (Desktop Discovery events) with agents’ call and chat interactions. These insights include identifying relationships between productivity and resolution speed (AHT), detecting inefficiencies, and pinpointing time-consuming applications.
To support this analysis, a new view, DESKTOP_EVENT_AGENT_CONTACT_ACTIVITY_ASSOCIATION_VIEW_V001, is added to the Data Share. This view links Desktop Discovery events with CXone ACD data, including key fields such as interaction_id, agent_contact_activity_key, and channel.