Desktop Analytics – Desktop Application & Productivity Analytics Suite
Metrica's desktop analytics solution helps managers monitor the PC usage behavioural patterns of agents, their productivity levels and root causes of non-performance.
Metrica's desktop analytics solution is a client-server solution. It has two components: Metrica thin-client to be installed in each of the desktop PCs to be monitored and a sever (CenterWorks) that collects processes and reports the data received from the clients through a sophisticated web based interface in a multi-dimensional format for slicing & dicing and drill-down.
Key features of Metrica's desktop analytics solution are:
- Monitoring of hundreds of employee desktops from a central location
- Discovery of CRM performance / response issues affecting agents and hence customer experience
- Reporting of productive and non-productive usage of desktops across applications, individuals, teams, businesses and locations
- Definition of allowed and forbidden applications
- Scheduling of working hours and shifts for employees
- Non-intrusive monitoring of all applications and programs launched/accessed
- Unified Reporting
- Powerful GUI based 'drag & drop' multi-dimensional analysis
- Single view of productive hours along with other key performance metrics such as login hours, AHT, # calls, ASA etc for easy co-relation
- Details such as most / least used applications, applications ranking based on usage, employee ranking based on activity
- Executive Dashboards
Business benefits of desktop analytics solution are:
- Improvement in the productivity of workforce
- Identification of application usage issues and training needs
- Attendance / overtime tracking
- Better enforcement of information security policies
- Optimization of investments in application licenses
