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.

Call Steps

Introduction to Call Steps

Call Steps are a sequence of actions or events that occur during the lifecycle of a phone call. These steps provide insights into various stages of the call process, including call initiation, routing, agent assignment, and termination. Understanding call journey is crucial for optimizing call handling processes, enhancing customer experiences, and ensuring efficient utilization of resources.

Use Case: Queue Management and Call Monitoring

Within the call center's technical infrastructure, a customer becomes stranded in an extended queue due to a system anomaly resulting in misplacement. Simultaneously, the system administrator, keen on maintaining operational efficiency, employs the call journey feature for real-time monitoring of call progress and queue dynamics. Leveraging this technical tool, the administrator swiftly identifies the anomalous call position, undertakes corrective actions, and ensures timely customer assistance. Through the systematic use of call journey functionality, the administrator adopts a proactive stance towards queue management, optimizing service delivery, and mitigating customer wait times.

Call journey is pivotal in understanding the flow and progression of a call within a telecommunications system. In this article, we'll delve into the intricacies of call journey, their representation, and their implications.

 How to Set Up Call Steps in CyReport

1. Accessing Reports Section: To begin setting up the call journey in CyReport, navigate to the "Reports" section. If initiating a new report, opt for the "Create New Report" feature. If modifying an existing report, select the specific report you intend to work on.

2. Entering Report Editing Mode: If you're adjusting an existing report, proceed by clicking on "Edit Design" to access the report editing mode.

3. Adding a Column: Within the report editing interface, locate the option to add columns.

4. Selecting Call Steps Option: In the search bar type "call steps”, in the “Queue” tab click on "Call Steps".

5. Proceed by clicking the dropdown next to the “add" button situated at the bottom right corner of the box. Choose the "add in details" option to ensure that the selected components are displayed sequentially within the report.

Features of Call Steps

1. Entry Point Identification: Call journey allow users to identify the entry point of a call, providing clarity on how the call originated and entered the system.

2. Recording Initiation: Call journey indicate when call recording begins, enabling organizations to capture and analyze conversations for quality assurance, compliance, and training purposes.

3. Queue Routing: Call journey track the movement of calls through different queues, facilitating efficient routing based on predefined criteria such as department, skillset, or priority.

4. Agent Assignment: Call journey highlight the assignment of calls to specific agents, ensuring timely response and optimal utilization of available resources.

5. Call Duration Tracking: Call journey include timers that track the duration of each stage of the call, providing insights into call handling efficiency and agent performance.

6. Color Coding: The color coding in the interface serves as a visual cue for differentiating various aspects of the system. Green indicates actions related to recording functionality, while gray pertains to queue selection, and purple signifies activities involving agents. This subtle yet effective distinction facilitates easy identification and tracking of changes at different stages, enhancing user experience and comprehension.

Example Scenario: Understanding Call Steps for an inbound call

Let's illustrate the concept of call journey using a hypothetical scenario:

1. Call Initiation: A customer initiates a call to a customer service hotline.

2. Auto Attendant Interaction: The call enters the automated attendant system (Demo AA), where the customer is prompted to select an option (e.g., press 1 for sales, press 2 for support).

3. Queue Assignment: Based on the customer's selection, the call is routed to the appropriate queue (e.g., Demo sales queue).

4. Agent Assignment: An available agent (e.g., Robert Williams) is assigned to handle the call.

5. Call Recording: As soon as the call begins, CyRecord captures the conversation, ensuring a record of the interaction.

6. Call Handling: Robert Williams engages with the customer, addressing their inquiries or concerns.

7. Call Termination: After resolving the customer's issue, the call is concluded, and call recording ceases.

Significance of Call Steps

Call journey provide a comprehensive overview of call handling processes, enabling organizations to:

• Identify bottlenecks or inefficiencies in call routing and agent allocation.

• Monitor and analyze call duration at each stage to optimize resource allocation.

• Ensure compliance with regulatory requirements by capturing and retaining call recordings.

• Enhance customer satisfaction by facilitating seamless call handling and resolution.

Understanding call journey is essential for optimizing call center operations, improving customer experiences, and maximizing efficiency. By leveraging the features and insights provided by call journey, organizations can streamline their call handling processes, drive agent productivity, and deliver exceptional service to their customers.

Incorporating call journey into your reporting and analytics framework can unlock valuable insights and drive continuous improvement in your telecommunications environment.