CyTrack Activity Tracker and AutoPCI

Activity Tracker and AutoPCI

Description

Activity Tracker enables CyTrack Administrators to monitor and record the applications Agents are using on their desktops. It is passive, and does not block or deny access to any programs, but may be useful in determining the prevalence and use of non-approved versus approved applications.

AutoPCI extends the capabilities provided by Activity Tracker to provide privacy controls and enable CyTrack Administrators to pause voice and activity recording when privacy-sensitive applications are employed, such as Credit Card forms.

This guide will show how to configure and use these features.

Requirements

Activity Tracker and AutoPCI are licenced additions to a CyCC installation. You can check if you have one or both of these licenced by checking the licencing screen in CyDesk Manager.

In CyDesk Manager, select Help->Licensing and check the features list:

Open

Desktools

Agent workstations must have the DeskTools installed.

To check, in the CyDesk Agent DeskWeb screen, open Edit Profile and see if the Download Desk Tools option is present. If not, the tools are already installed on this workstation.

Open

If you see the option, click on it to initiate a download of the tools, and once downloaded, follow the steps to install on the workstation. NOTE: you may need Administrator access.

Once installed, logoff and logon to DeskWeb again and confirm the Download Desk Tools option is no longer present. This confirms the tools are installed correctly.

Configure System

We need to create a Profile and then then add entries for applications to track, and then associate this with Agents

Create Profile

In CyDesk Manager, select Options->Configuration->Administration and select Activity Tracker.

Press Add to create a new profile and give it a name. Press OK.

Add entries

Press Add, and fill in the details for each Application to track.

Display Name – name that appears in Reporting and Monitoring

Program Name – name of the Windows application, as usually seen in Windows Task Manager

Window Text – name of the window as seen in the user’s display and in Task Manager. This is required if an application can have more than one Window Text (title), such as tabs within a browser

NOTE: See Reporting later in this guide for more tips on understanding these details

Approved – whether this app is approved. Will be used in Reporting

And where licenced:

AutoStop Recording – see AutoPCI section

Restart Time – see AutoPCI section

We will use here an example of the CyDesk DeskWeb client running in Chrome browser, like so:

So we can configure our details like so:

Press OK to save.

And here as an example we have filled in two more entries. One for CyDesk Manager which is an approved program, and one for SQL Studio which is not approved (for purposes of this guide).

Press OK to close the Activity profile editing window.

Configure to Agents

Agents must have an Activity profile associated with them before tracking will begin.

In CyDesk Manager, select Options->Configuration->Administration->Agents

Select an Agent to configure

Select the profile in the Activities dropdown list

Press OK to save

NOTE: Agent should logoff and logon again after applying an activities profile to their settings

AutoPCI

When you have AutoPCI feature, you can select two more options for each tracked application.

AutoStop Recording – whether to pause CyTrack Call Recording and any other CyTrack PCI/GDPR/Privacy tools (eg Screen Recorder) while this application is active [ie the Windows application or browser tab receiving user input and focus].

Restart Time – if, or after what delay to restart CyTrack Call Recording (if it was paused as above) and any other CyTrack privacy related tools as above. Options are:

No Auto Restart – any CyTrack Call Recording or CyTrack privacy related recording will remain off

Restart when Closed / Not Active – any CyTrack Call Recording or CyTrack related privacy recording will resume when the application is closed or loses focus

After 10/30/60 seconds – any CyTrack Call Recording or CyTrack related privacy recording will resume after this delay even if the Agent is still using the application

Example configuration:

See Appendix 1 for an example of how this works in practice.

Monitoring

Administrators can use Web Dashboard to monitor Agent activity in real-time.

NOTE: this is not a guide to using Web Dashboard, so the description is brief

In Web Dashboard, add a Combo widget, and select Real Time in Statistics and configure the following details:

Select the Statistics Group as Agents

Select the Agents you want to monitor

Add the Statistic Items PC Status and PC Status Duration

Choose Apply

Here is an example with Agent ‘Fred’ using CyDesk DeskWeb client:

Now Fred has switched to using Notepad.

NOTE: because Notepad is not defined as a program or window text, the PC Status column displays the raw window title. See SQL Studio below for comparison.

And now Fred is using SQL Studio.

NOTE: because there is an entry in the profile defined for this application, and the program name and/or window text is matched, it uses the Display Name in the PC Status column.

NOTE: the PCStatus column may change to “Idle” after the Agent has been idle on their workstation for at least one minute. This idle time is not-configurable.

Reporting

Open the Reporting Client, and navigate to New Report->Call Center->Agent and choose the Agent Application Usage report.

Fill in the details as normal to select the report.

NOTE: this is not a guide to using Reporting, so the description is brief.

NOTE: in the context if this report when selecting a date to report on, “Including calls made…” refers to Agent application activity recorded for that date, not phone calls

You will see a report detailing the Agents, Duration an application was in use or idle, the name of the Application, and whether it is defined as Approved.

Here we see we were using the Dashboard in Chrome to watch the agent activity, and because it was not explicitly listed as Approved, its Approval value is recorded as False. Likewise, Notepad has nothing defined in the profile so it is automatically recorded as False for Approved.

SSMS, or SQL Studio, was listed explicitly and not approved, and it is reported also as False.

CyDesk in Chrome was configured as approved, so it is listed as True for Approved.

NOTE: this report can help you with filling in the fields in the Application details, as you can run this with an empty profile, which should track all applications as not approved, but enable you to determine the Program Names and Window Titles.

Custom Monitoring

It is possible to monitor in real-time the approved and unapproved application usage status, by using a custom query in the Web Dashboard.

NOTE: This statistic may be implemented as a normal Realtime statistic in the future

NOTE: this is not a guide to using Web Dashboard, so the description is brief

In Web Dashboard, add a Combo widget, and select Custom in Statistics and use the following query:

Select id, name, PCStatus, PCStatusDuration, PCAllowed from ctiRealTimeAgentStats

Press Next

Add columns as below

Press Apply

To add alerts or highlights, you can add thresholds to the Allowed column.

Hover over Allowed and press the spanner symbol.

Configure as below

You should see the widget in the dashboard similar to:

And here we see the Agent has been idle for at least one minute.

Appendix 1 – Example of AutoPCI in Operation

In this example, the application PCI Demo App was defined and the AutoStop Recording was enabled and the Restart time was set to “Restart when closed / Not Active”.

A call was made to the Agent and Call Recording was started as seen in the first image. The active application here is CyDesk.

When the PCI Demo App became active, the Call Recording was automatically stopped. Though not shown here, recording automatically became active again as soon as the PCI Demo App was closed.