QPC Desktop Connect provides a simple way to collect information from existing systems within your contact centre via every agent's desktop PC. Connecting to the desktop PC makes it easy to collect information about work from a wide variety of systems, including email, CRM and document management, without lengthy and potentially costly system integration projects.

QPC Desktop Connect features a small client application that resides on every agent's PC and enables you to watch for key activities such as when applications are being used, when windows are opened / closed, data that is input into fields and when buttons are clicked. Information from QPC Desktop Connect is passed to the QPC MIG that then processes this information to make it readily useable both historically and in real-time, for reporting, analysis and system integration purposes.

Activities that are captured by QPC Desktop Connect are normally used for understanding:

• Application use - what applications and when they are being / have been used
• Work processes - the length of time and order in which applications are used, or, tasks are completed
• Work type - the kind of work e.g. responding to emails or order processing, that agents are carrying out
• Agent work state - what agents are doing e.g. ready, idle, working, logged in/out, at break etc
• Productivity - the number of tasks completed within a period
• Handle time - the amount of time taken to complete a task

This information not only enables workflow, workforce and performance management but also allows you to view application usage information, for example to ensure that policies on Internet use are being obeyed, and get visibility of every individual's desktop work processes (i.e. the order in which tasks are completed). So, you can refine these and ensure that work processing best practices are being used.

You configure QPC Desktop Connect using a utility that displays all of the activities that have, and are, occurring in regard to a PC's user interface. Having decided on which of these activities constitute an event (this may be a single activity or a logical combination of these) that you are interested in (for instance opening a CRM record may be the start event for a form processing task) this configuration can be sent to all, or just some, of the agent PCs on your network using a deployment application.

Information captured by QPC Desktop Connect is made available through the QPC MIG.