Application and Process Monitoring in Real-Time Designer

Desktop Analytics monitors which applications and processes an employee is using at any given time on the desktop. The goal of process monitoring is to determine the lapse time for an employee's usage of an application or a given page in an application.

Together with the Process Monitoring, the Application Monitoring can be used to support workforce management (WFM) efforts, which work together to facilitate the analysis of employee productivity and efficiency.

For application monitoring, events indicating which application or page is currently open are collected and logged. Events are logged at the application or page level, which means that they are logged for each specific application window title or URL. For example, when an application event becomes active on an employee's desktop, application monitoring identifies which screen of that application is active. If the active screen is an Internet Explorer page, then the URL designates the active screen or page.

Event data is transmitted and then aggregated on the Real-Time Server, where it can be used for reporting purposes. This reporting enables you to perform further analysis about the historical usage of an application by an employee.

When event data is detected on the desktop, it may optionally be transmitted by the Real-Time Client to the WFM server, where it can be viewed and further analyzed.

As part of the implementation of Desktop Analytics' application monitoring, the Real-Time Server contains tables for mapping application and page names to display names. See Application and Page Display Names.

Desktop Analytics' application monitoring only requires limited configuration in the Advanced Process Automation system to define the global configuration settings needed to enable this functionality. See Desktop Application Monitoring Settings.