From Reactive to Proactive Support
Traditional support tools lack the ability to proactively detect the majority of the issues experienced by users of enterprise software. As a result, help desk teams tend to operate in a reactive mode, putting out fires rather than proactively addressing issues before they impact the end-user.
Proactive Support Starts with Real-Time Availability of Task Mining Data
The reactive support model and the excessive time it takes to resolve issues directly impact employee productivity. Knoa Task Mining enables your support teams to:
- immediately identify issues impacting a large number of users or encountered in mission critical transactions
- get full visibility into the complete user journey, including the exact error(s) encountered, be it system or user generated
Optimize Help Desk Operations with Task Mining
Help Desk agents need a full audit trail of user behavior inside mission critical applications in order to diagnose issues effectively. With Knoa task mining, help desk agents can:
- proactively detect issues impacting user productivity
- triage issues based on their true business impact
- replicate hard to reproduce issues
- reduce mean time to resolution (MTTR)
CASE STUDY
How Did Russia’s Largest Steel Company Identify Database Performance Issues and Boost Productivity?
Solution Highlights
Measure
- Work stopping errors and workflow interruptions
- Application performance issues and system errors
- Process inefficiencies and bottlenecks
Analyze
- Complete user workflow leading up to the error
- Error source; technology, process or people
- Patterns of issues by locations, applications and users
Improve
- Proactivity and response time
- Issue resolution and escalation process
- Business user perception of IT
Benefits of Knoa Task Mining
- Increase help desk efficiency and productivity
- Improve end-user experience with IT support
- Expedite issue identification and resolution
Security and Privacy
- Secure cloud deployment
- European zone only access
- Anonymized user data
- No capture of sensitive personal information
- No capture of screenshots or keystrokes
- Compliance with GDPR (General Data Protection Regulation)
- Physical segregation of customer data stores
Knoa Task Mining Analytics
What is the profile of application environments?
What is the profile of errors received by users?
What is the impact of errors on user productivity?
What is the user experience across geographical locations?
What is the user experience across user groups?
What are the detailed user interactions with applications?
Related Resources
Let’s Talk!
Learn how Knoa Task Mining can help you optimize support desk operations and proactively address end user issues.
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