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Desktop and Process Analytics (DPA) Administration Essentials

Course code 15-10
Level 3 Administrator
Duration 1 day
Class size 6

This course is designed to teach agents how to use the DPA application for Application Analysis, Application Event Triggering and Reporting.

Lesson 1: Introduction to Desktop and Process Analytics (DPA)

  • DPA Overview
  • Integration points within WFO
  • The agent view – My coaching
  • Lesson 2: General Administration
  • DPA and Organizational Hierarchy
  • DPA Roles and Privileges

Lesson 3: Application Analysis

  • Application Analysis Overview
  • Creating Application Modules
  • Creating Website Modules
  • Creating Content Modules

Lesson 4: DPA Application Event Triggering

  • DPA Trigger Overview
  • Screen content triggers
  • Windows triggers
  • System event triggers
  • Working with Triggers
  • Creating triggers
  • Trigger properties
  • Working with trigger commands
  • Working with trigger variables
  • Trigger validation

Lesson 5: The DPA User interface and Reports

  • Introduction to the DPA User Interface
  • DPA System Status
  • Verify User Versions
  • Export DPA System State
  • DPA Reporting
  • DPA Reports overview
  • Application Analysis Reports
  • Log Reports
  • Event triggering reports

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