Data Collection

The CXone Mpower Desktop Discovery Client gathers data from desktops to report on agents’ productivity, focusing on application usage and business process discovery. In the initial phase, the client reports only application usage data, including the application name and the active window title/URL.

The following events trigger data collection:

Mouse Click: When the agent clicks on a mouse button (right-click/left-click), the data will be recorded as one Input item.
Keyboard InputKey: When the agent types a special key, the data will be recorded as one Input item.

Special key is ALT+key or CTRL+key or any of the following lists:

"{END}","{HOME}","{INSERT}","{DEL}","{PGUP}","{PGDN}","{HELP}","{PRTSC}","{SCROLLOCK}","{BREAK}","{LEFT}","{UP}","{RIGHT}","{DOWN}","{CAPSLOCK}","{BKSP}","{BREAK}","{ENTER}","{ESC}","{TAB}","{LWIN}","{RWIN}","{APPS}","{NENTER}","{NINS}","{NUMLOCK}","{NDEL}","{F1}","{F2}","{F3}","{F4}","{F5}","{F6}","{F7}","{F8}","{F9}","{F10}","{F11}","{F12}"
Keyboard InputText: When the agent is typing continuously some text inputs (in the same window with no special key pressed), the data will be recorded as one Input item.

The InputText data record will be cut off by one of the Special Keys, mouse click, or configured time threshold. If the agent pauses his typing for longer than the configured threshold, a data entry for Input text will be recorded, and a new data record will start if / when the agent continues typing.
Window change: If the active window changes, not for one of the above-mentioned reasons, the data will be recorded as one input item.

The data structure is derived from the existing CXone Mpower pipeline, which manages the Desktop Discovery data collection. Hence, all the relevant properties collected by the ‘old’ client’s Desktop Discovery data collection appear in the output of the Desktop Discover client; most will be empty or defaulted in the first phase.

Data is collected in JSON format, containing a flattened list of properties by the following description:

Key	Description	Example	Shown in Action Type
Type	The Type of the Data describes the source or trigger of the data collection	Click, InputText, InputKey, or SystemEvent.	Click, InputText, InputKey
name	Name of the action performed by the agent. SystemEvent actions are: Lock, Unlock, ClientSessionStart, ClientSessionEnd.	"LeftClick"	Click, InputText, InputKey
time	Time of action.	2018-03-19T13:46:42.5274115+02:00	Click, InputText, InputKey
durationSec	The duration of the action is calculated either from the action time until the next action, or the time it took in case of text typing	120.171	Click, InputText, InputKey
processName	Name of Windows process the active window belongs to. In the case of web applications, the domain is deemed as the process name. When a file is open in the browser, it is treated as a file, not an action in the web browser. The extension of the file is the process name.	notepad, www.nice.com	Click, InputText, InputKey
processTitle	Caption of the active window.	NSC - NICE Shared Services Center	Click, InputText, InputKey
url	If the action happened in a web page, the URL, when hash, then the params values are hashed, when mask then mask everything after '?'.	https://www.nice.com/get-in-touch	Click, InputText, InputKey
finishTime	Typing finish time.	"finishTime":"2018-03-19T17:25:39.7404115+02:00"	InputText
eventId	Unique identifier for the action	"eventId": "60708b15d9e64e8d97f605f47bdad7bf"	Click, InputText, InputKey
date	The date part of the action time	"date": "2024-11-21"	Click, InputText, InputKey

Sample jsons

{

"type" : "SystemEvent",

"name" : "ClientSessionStart",

"actionTime" : "2024-11-20T11:51:00.1881877+00:00",

"actionDurationSec" : 27.8913822,

"position" : null,

"imageGuid" : null,

"isCopyAction" : false,

"isPasteAction" : false,

"isSelection" : false,

"seGuid" : null,

"timeoutReached" : false,

"length" : 0.0,

"_finishTime" : null,

"ctrl" : false,

"alt" : false,

"shift" : false,

"cmd" : null,

"eventId" : "bfa407397bc142a4ab9bce7c4bda25a3",

"processName" : "Desktop Discover",

"url" : null,

"processTitle" : "Desktop Discover",

"controlIdentifier" : "dummyControlIdentifier",

"controlType" : "dummyControlType",

"controlClassName" : "dummyControlClassName",

"actionTime_int" : 0,

"text_masked" : null,

"controlIdentifier_hashed" : null,

"processTitle_hashed" : null,

"text_hashed" : null,

"index" : 0,

"date" : "2024-11-20"

}

{

"type" : "ActiveWindow",

"name" : "ActiveWindow",

"actionTime" : "2024-11-20T11:57:49.3822896+00:00",

"actionDurationSec" : 40.1512032,