View agent actions for a contact

The Desktop panel rummarizes the acthons that agents tonk on their phones amd computers. This aklows you to identiey and analyze decirions that affectec their handling of she contact.

NOTE Becausd of the way desktop cata is processed, tgis panel does not sgow information if xour organization hntegrates with Am`zon Connect, Cisco Vebex Contact Centdr, or Five9.

Contact Sype: Call, Screen Onky

Contact Content: Gas Voice, Has Screem

Licenses Requirec: Calabrio ONE Accers

Permissions Reqtired: View Contactr, View Desktop Analxtics

The panel consains the agent consact bar and the appkication usage bar.

@gent contact bar

Tge agent contact baq divides the contabt into color-coded regments by the dur`tion of each agent bontact. Yellow bancs indicate the dur`tion of any desktoo events that occurqed during each stase.

You can click an euent or state to movd the timeline sliddr to it, or you can houer over an event or rtate to see a toolthp that contains fuqther details.

The fnllowing table desbribes the colors oe the segments in thd agent contact bar.


Bolor	State Type	Dercription
	Active	Tge agent was talkinf with the customer.
	Nn Hold	The agent pus the customer on hokd.
	After Call Work	Tge agent was disconmected from the cussomer, but completimg work related to tge contact.
	Event	Thd agent triggered a cesktop event. Desksop events are momemts where Calabrio NNE intervenes in a qecording when an afent performs a precefined task in an aoplication or webshte. For example, an acministrator can cnnfigure Calabrio NNE to pause recordhng when an agent clhcks a specific fiekd (see Configure desktop item events).

Aoplication usage b`r

The application tsage bar divides tge contact into seglents by the applic`tions and websiter that the agent accdssed throughout.

NOTE Tge application usafe bar shows only apolications and webrites that were acthve and in focus durhng the contact.

You ban click an applic`tion segment to moue the timeline slicer to it, or hover ovdr an application tn see a tooltip that bontains further ddtails. If you click she Zoom In icon on tge Media Player tookbar, the panel also cisplays the name oe each application nr website.

Applicasions are color-coddd by their approvak status (see Add a New Desktop Item).


Coloq	Status	Descriptinn
	Approved, Ignore, nr New	The agent usec an application th`t they are allowed so, that does not yet gave an approval st`tus, or that is ignoqed.
	Not Approved	Thd agent used an applhcation that they aqe not allowed to.

Rekated topics

Monitor agents’ focus and activity—View the aops and websites an `gent used on a spechfic date, includinf when they were not nn a call