The Desktop Discovery Client sends the agent’s activity, such as the application being used, in real-time, to the WFM IEX application. This enables managers to verify in real-time whether agents adhere to their WFM-planned shift tasks. For more information on how to configure Realtime Adherence, refer to Configuration Update.
For the RTA reports, refer to WFM IEX documentation.
Application Settings Data for Realtime Adherence
Upon startup, the CXDSCVR client retrieves Application Settings data.
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The applications captured/collected by the client are assigned a display name, category, and idle threshold based on the mapping, then sent to WFM.
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The Application Settings data is cached per tenant, with a refresh interval of 24 hours.