The CXone Mpower Desktop Discovery (Hybrid) feature gathers comprehensive information on user actions performed on an agent's desktop, such as button clicks, copy/paste actions, and more. This data is then streamed to CXone Mpower, where it can be utilized by other CXone Mpower products to gain insights into process visibility, productivity gaps, process inefficiencies, top-performer identification, and schedule adherence. The data is collected through RT Client installed on the agent's machine.
Currently, CXone Mpower Desktop Discovery (Hybrid) is only sold as an add-on to CXone Mpower Performance Management.
Enable CXone Mpower Desktop Discovery (Hybrid)
To enable the CXone Mpower Desktop Discovery (Hybrid) feature, follow these steps:
-
On the APA server, go to Configuration Management > Automation Finder > Enable Data Upload for Desktop Discovery and set the value True to allow continuous data upload to CXone Mpower.
-
In the CXone Mpower application, go to TM > [Tenant Name] > NEVA > Edit NEVA Application Configuration and select the NEVA Data Collection check-box.
For more information, refer to the CXone Mpower Desktop Discovery section in the Desktop Discovery Solution Guide in APA Help Center.