View agent actions for an interaction

The Desktop panel summarizes the actions that agents took on their phones and computers. This allows you to identify and analyze decisions that affected their handling of the contact.

NOTE   Because of the way desktop data is processed, this panel does not show information if your organization integrates with Amazon Connect, Cisco Webex Contact Center, or Five9.

Contact Type: Call, Screen Only

Contact Content: Has Voice, Has Screen

Licenses Required: Calabrio ONE Access

Permissions Required: View Contacts, View Desktop Analytics

The panel contains the agent interaction bar and the application usage bar.