Using Desktop Work Tracker

Desktop Work Tracker is a feature that enables an employee to manually insert processes into the system, from the employee's desktop. Desktop Work Tracker is intended for organization employees, providing them with full control of starting and stopping processes and identifying processes.

Using Desktop Work Tracker, the administrator can:

Define manual processes

Define Process Stop Reasons for manual processes

Define Activity Reasons to be used by the agent during runtime

This provides management with the ability to keep track of agent activity and application usage on manual processes.

Using the Client Desktop Work Tracker, the agent is then able to:

Select between process types and set the unique ID (UID).

Start, stop, pause, and resume a process instance (pause in this case refers to putting the process into "sleep" mode".)

Select an off-desktop activity.

The Desktop Analytics reports will then present the data for these manual processes in the same way as for standard processes.

About Desktop Work Tracker

Desktop Work Tracker uses the basic Real-Time Designer Process Monitoring capabilities to employ “manual” process management.

The agent is prompted with a callout containing a list of predefined processes and a UID text box. The agent must then select start, stop, pause, or resume for any of the processes.

The agent can also manually set an ‘Activity’ reason and pause all processes (meaning the agent is now in another activity, for example: lunch break, meeting, and so forth).

The manual process type has one task defined in it , which is set to start and stop together with the process. When the agent selects to pause or resume the process, this pauses or resumes the task itself.

Desktop Work Tracker Workflow

1.

Define Process Stop Reasons.

2.

(Optional) Create Activities: If you do not define any activity in the Activities tab, when the agent clicks the Activity button in the Desktop Work Tracker Client, the reason will be recorded as "Paused Work").

3.

Go to the Business Logic tab, configure manual processes, and then apply the process stop reasons (see Configuring a Manual Process (Desktop Work Tracker) for details).

4.

Publish the solution so that the agent can use the Desktop Work Tracker Client to track manual processes and their activity (refer to the Real-Time Designer User Guide for details).