Desktop Discovery

Desktop Discovery is an artificial intelligence (AI) desktop analytics tool. This tool provides a scientific approach to streamlining your daily processes. It compiles data for user input actions like mouse clicks or keyboard actions. It also considers the context of the actions, such as the action type or which application is open. All the data is analyzed to provide a complete picture of user operations. After analyzing this data, Desktop Discovery identifies inefficiencies and performance gaps. These Inefficiencies may be repeated tasks, usage patterns, or blockages. With this data, you can take steps to improve your operations - whether by streamlining execution, focusing on the quality of service, or upskilling employees.

Benefits of Desktop Discovery:

• Identifies daily productivity gaps

• Identifies processes that can be automated

• Produces enrich metadata Data that provides information about other data. for each monitored action

• Provides highly-detailed data and analysis of user actions

How Desktop Discovery Works

Desktop Discovery runs quietly in the background as the users work on the system. The unsupervised AI engine discovers repeated tasks, usage patterns, and blockages by gathering data about the thousands of small actions that the users carry out in their work each day. The solution is intelligent enough to recognize variants of the same process when done in different ways by different people. Desktop Discovery complies with data privacy regulations as it collects this data.

From the data it gathers, Desktop Discovery gives you insight into where the productivity gaps and inefficiencies are, how well business applications support productivity, and average handling times. It also highlights potential best practices. This approach enables you to create optimization cases based on unbiased data about your people, processes, and systems interact in the real world.

Access Desktop Discovery

To have the Desktop Discovery application available in CXone Mpower, you must enable it in the external server component. For more information, see Enable Desktop Discovery in the Automation Portal parameter here.

To access the Desktop Discovery application:

1. Log in to CXone Mpower.

2. Go to Workforce Engagement > Desktop Discovery > Application Management > Process Analytics.

   The Process Analytics page appears. For more information, refer to Process Analytics.

For information on tenants, refer to Manage Tenants

Change Credentials

You can change the Desktop Discovery credentials through Password Manager in APA. These credentials are used for logging in to the application.

To change credentials, see Changing the Credentials of Desktop Discovery User in APA Help Center.