OpenSpan Desktop Analytics Reporting

Powerful Analytics:

• Process Monitoring (all processes on the desktop) - Process timelines can be used to visualize usage patterns across specific times of the day, and down to an individual user. Use this data to better understand how and when applications are being used by individuals or groups of users.
• Application Usage (view usage hot spots) - Use heat maps to understand application usage patterns. Size and color represent frequency of occurrence, helping you identify the best opportunities for process improvement by highlighting frequently accessed screens and fields and recurrent manual tasks, such as copy and paste activities.
• Application Usage Detail (timeline, percent, total, heat map) - Detailed application usage timelines illustrate use patterns and peaks with views granular enough to map specific workflows by the individual user. Understand exactly how much time is spent in each application or application screen for a specific workflow or call type.
• Business Process and User Workflow Analysis (identify bottlenecks, process vulnerabilities, alerts, KPIs) - Define and capture customized KPIs and business metrics, such as AHT, FCR, productivity timing, cross-sell / up-sell program success, alerts and suspicious activity. Identify opportunities for automation in Order Entry, Call Wrap and other processes. Capture exact ROI metrics associated with before and after process improvement scenarios. Support ongoing compliance, and fraud and audit analysis using rules-driven alerts.
• Workflow Analysis (aggregate AHT by call type, process timing details, number of calls, transactions) - Adjust filter to view by region, supervisor and user. Then drill into workflow detail report for individual user analysis.

Built-in and Customizable Charts and Reports

OpenSpan Desktop Analytics contains built-in charts which provide unprecedented insight into how your users are interacting with the applications on their desktop. You can also create and customize your own charts and reports, which can be exported to HTML, Powerpoint, Excel, PDF, and other formats.

Application & Web Usage	Application & Web Usage Drill-in
Process Tree Map & Process Toolbar	Compare Process Metrics fro different timelines
Compare Prcess Metrics for different timelines for a specific process

Sample Reports

User Process Monitoring	Workflow Analysis (Aggregate AHT by Call Type, Process timing details, number of calls, transactions)
Application Usage Time By User	Application Activity Detail (view application usage for a specific user over a specific time period)
Alerts Dashboard (Alerts by Region, Supervisor, User and trending by hour)