The CXone Desktop Discovery 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, where it can be utilized by other CXone products to gain insights into process visibility, productivity gaps, process inefficiencies, top-performer identification, and schedule adherence.
Currently, CXone Desktop Discovery is only sold as an add-on to CXone Performance Management.
Enable CXone Desktop Discovery
To enable the CXone Desktop Discovery feature, follow these steps:
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On the APA server, go to Configuration Management > Automation Finder > Enable Data Upload for NEVA Discover and set the value True to allow continuous data upload to CXone.
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In the CXone 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 Desktop Discovery section in the NEVA Discover Solution Guide in APA Help Center.