The document outlines a comprehensive effort to capture, analyze, and report on desktop activities for productivity improvement, utilizing various technologies to monitor user interactions and workflow milestones. Key metrics include application usage, employee productivity, and compliance, with recommendations for identifying training opportunities and optimizing processes for efficiency gains. The insights gleaned could lead to significant cost savings and enhancements in employee performance and satisfaction.

4. Intel
Effort

9. Capture
Store
Analyze
Desktop Activities
•
•
•
•
•
•
•
•
•
Session start/end
System Information
Active Window (focus change)
Web page loaded
Copy/cut
Print screen
Workstation lock/unlock
Workflow Milestones
Custom Data from Any Screen
Data
Reporting, 3rd Party Analytics
•
•
•
•
•
•
•
•
Collected in a Database
Shared Network Drive
Local Flat Files
Web Service Enabled
On- or Off-Premise
•
Real time, Historical
BPMS, BAM, BI
WFM, Performance
Management
Cicero blended intelligence
reporting

12. User Activity for 9/16/2013
100%
90%
80%
User Activity as % of Shift
70%
60%
50%
40%
30%
20%
10%
0%
Lee
Business Use
Sue
Rick
Unapproved Business Use
Peggy
Personal Use
Charles
Unapproved Personal Use
Helen
Unclassified
Sharon
Idle Time
Steve
Group Average Business Use
Richard

13. Group Total
Cut/Copy by User and Application
Neil
80
70
60
50
40
30
20
10
0
Mike
Word
Excel
Jim
Outlook
Salesforce.com
Tony
John
Word
Excel
Outlook
Salesforce.com

14. Active
How many apps are used to take a call or
Window handle a case
(focus
How many interruptions to conversation
change)
driven by app and screen toggling
Is app usage the same across the team
and skill groups? Training opp isolation

16. Comparative Usage
Group Average
Neil
Word
30
LinkedIn.com
25
Excel
20
Youtube.com
15
Outlook
10
5
Amazon.com
0
Facebook.com
Salesforce.com
Knowledge Base
Siebel CRM
Inventory Mgmt
Service Scheduling

18. Session
start/end
Match with ACD for time keeping
Measure shrinkage when no ACD
Trigger WFM and ACD to route work

19. Workflow
Milestones
You can use the Discovery Studio to capture practically
any business data or action for more surgical process
improvement - even across users and departments
Tag specific work processes for task time measurement
and bottleneck isolation
Capture specific customer intent, data changes and
account actions for Big Data /marketing input

20. Data Collected
People
Unapproved Application
Usage versus Norm
Actual Work Time versus
Norm
Technology
Process
Cut & Copy Frequency
versus Norm
Cut & Copy Frequency
overall
Variability in Application
Usage across same skill
Group
Application Response
Time
Unused Applications
Performance vs. Potential
Productivity Gain @ Norm
Productivity Gain @ Norm
Thresholds
> 10 minutes per day
> 5 minutes per day
Actions
Audit for compliance – coaching
and accountability
Isolate force to load imbalance
drivers, approved business and
personal apps.
Productivity Gain @ Norm
>10% variance up or
down
Isolate training needs for
individuals on specific apps and
workflows
Productivity Gain @ 0%
> 50 x per day per
person
Identify & prioritize training,
integration and automation
opportunities
Right Path Productivity Gain
>20% variance to
group norm
Procedure and System review – for
group with lower KPIs
Productive Time Opportunity
Avoidable Maintenance Spend
> 5 minutes per day
< 5% of time spent in
app
Potential Outcomes
• Easy identification of non-engaged personnel for coaching and/or
accountability
• Bandwidth strain reduction can improve site and app response time - savings up
to $5 per employee per day
• Just as with ACD ‘unavailable’ status – can improve service level and speed of
answer with minimal FTE cost
• Identification of training availability – allowing for up to 10 minutes more per
day in productive time
• Identification of break times or other personal time and impact on availability to
customers or other potential work tasks
• Isolate individual training opportunities and potential best practice v the larger
group process
• Individual employee productivity increases up to 30% - lifting overall group by
1% to 5% depending on size
• Identification of integration and automation targets – 5% to 10% productivity
lift in front office ; up to 90% in back office
• Procedure simplification and process redesign can often yield 2% to 10% in
productivity
• Feedback and correction can save up to 10 seconds per interaction or case and
over $5 per employee per day
Deliver empirical evidence to IT
• Employee Satisfaction – big driver
regarding memory /network issues
Guide IT to sunset /retire apps
• Feedback to IT and shut down can save $100,000 or more in maintenance and
upkeep of non-essential systems
• Reduces memory, processing and network strain (as applicable) on machines
and infrastructure

22. www.ciceroinc.com