Work Assist
Work Assist is a desktop application that displays informational messages in real time, based on the current interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element.. The messages are triggered by DPA triggers, Desktop Analysis rules, or Recorder Analytics rules.
As a rule or trigger is fired during an interaction, the associated alert is displayed in the Work Assist desktop client.
Requirements
-
Work Assist client installed on the agent desktop
-
Common Cloud Services configured
-
External Work Assist Cloud Configuration Server role enabled and configured
-
Analytics Notifications (Organization) or Desktop Analysis alert rule defined
-
Associated DPA trigger or recorder analytics rule defined
Work Assist client (Desktop Applications Deployment Reference and Installation Guide)
Workflow: Configure Common Cloud Services (System Administration Guide)
External Work Assist Cloud Configuration Server Role and Associations (Enterprise Manager Configuration and Administration)
Configure Recorder Analytics Rules (Real-Time Analytics Framework Configuration and Administration Guide)
DPA Application Event Triggering Feature in the DPA product that allows identifying events that occur in software applications on employee desktops, and uses these occurrences to trigger other actions. (Desktop and Process Analytics User Guide)