Call/Contact Center Monitoring

OpenSpan enables detailed monitoring of call center agent processes. It has been described as a "next-generation time and motion study." OpenSpan's call center monitoring capabilities provides unprecedented visibility into how agents interact with software applications and perform processes within one or multiple applications.

OpenSpan call center agent monitoring quickly and easily monitors any application or set of applications on a user's desktop - including Windows, Web, Java, mainframe, cloud-based, virtualized or Citrix-hosted applications - without modifying the original applications. All events and associated data can be sent in real-time to Business Process Management, Business Activity Monitoring or Complex Events Processing software, as well as stored in a central database for analysis using OpenSpan desktop analytics software or any other BI or reporting tool.

• With OpenSpan, you can Monitor Call/Contact Center:
              - High-level agent events such as application start / stop / active / idle, navigation and URLs
              - Contextual data such as application name, user ID, machine name, date/time and duration
              - When agents make changes to specific data records or fields
              - Custom triggers such as credit limit exceeded, copy-and-pasting of sensitive data or other compliance violations.
              - Composite data and events spanning multiple applications.
  
• Monitor Application Usage and Agent Activities:
              - Amount of time spent by an agent in each application
              - Data entry and data changes
              - Copying and / or pasting information between dialog boxes or applications
              - Clicks, keystrokes, tabbing and detailed navigation history
  
• Track Complete Workflows and Generate Custom Events and Alerts:
              - Business metrics and Key Performance Indicators (KPIs)
              - Aggregated events and data spanning multiple applications
              - Events triggered to capture business metrics and KPIs
              - Conditional events such as high value customer alerts or fraud detection
  
• Call/contact center events monitored by OpenSpan can then be:
              - Analyzed with OpenSpan desktop analytics, Cognos, Business Objects, Hyperion or any major BI product to highlight Business Process Improvement opportunities
              - Sent in real time to a Business Activity Monitoring (BAM) or Complex Events Processing (CEP) engine
              - Used to trigger Business Process Management (BPM) tasks
              - Stored in a database as an audit trail which can then be used for compliance purposes, historical analysis or as a data source for Workforce Management or many other Enterprise purposes
  

Call/Contact Center Analysis

OpenSpan desktop analytics provides analysis utilizing detailed charts, graphs and diagrams that show exactly how your users are interacting with each application on their desktops. Customizable charts and graphs help identify and address bottlenecks and inefficiencies.

Out of the box, OpenSpan call/contact center analytics provides a set of powerful reports that display detailed application usage patterns based on the data collected with OpenSpan's software. With no programming required, and no modification to existing applications, business decision makers can analyze data (from one user or thousands) to discover and measure inefficient or error-prone user processes.

These processes can then be rapidly improved, perhaps by simplifying the user interface, automating laborious manual tasks or providing contextual help or user guidance, and then deployed using OpenSpan's desktop automation software.

• Key features of OpenSpan Call/Contact Center Analytics:
              - Provides a rich, interactive interface for accessing and manipulating data
              - Enables you to aggregate values on the fly with filtering and drill down of data to a granular level
              - Offers multiple visual options including bar, map, pie and line charts as well as heat and tree maps
              - Exports reports in Microsoft Powerpoint, Excel, HTML, PDF and other formats
  
• Powerful call/contact center analysis:
              - 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.