Identify websites and apps to be tracked by Analytics

Use the Desktop Manager page to configure Workforce Optimization to perform various actions automatically when a user opens or interacts with a Windows application or website. These configured automated actions are called desktop item events.

EXAMPLE   To prevent recordings from capturing sensitive data, you want Workforce Optimization to pause the recording when an agent clicks in the Credit Card Number field in your order management application and to resume the recording when the agent clicks out of the Credit Card Number field.

You can add the target applications and websites manually or in a batch using the Import function. The Export function allows you to obtain a list of all the applications and websites set up in Desktop Manager.

You can also mark specific applications and websites as “approved” or “not approved” on this page. This enables you to identify agents who are accessing applications and websites that your company has not approved for use.

Prerequisites

• Your organization has either the Desktop Analytics license or the full Analytics license.

  NOTE   The Desktop Analytics license lets you mark websites and apps as approved or unapproved for agents to use. (See Create and manage desktop items for instructions.) It does not allow you to configure automated actions like pausing and resuming recording of a call.

• You have the Administer Desktop Analytics permission.

Page location

Application Management > Analytics > Analytics > Desktop Manager

Procedures

• Create and manage desktop items—Add, edit, and set the status of desktop items; import and export desktop item data; set the status of desktop items, and push updated configurations to Smart Desktop users.
• Configure desktop item events—Create and edit automated desktop item events.
• Use the Application Field Marker tool—Obtain the information you need to configure a desktop item event that involves fields in a Windows application.