Measure What Happens on the Agent Desktop Behind Handle Time and Repeat Contacts
Pyze measures how agents move between applications, knowledge sources and systems during a contact, so handle time, repeat contacts and the effect of AI assistants are explained by observed work.
Structural facts about the method, not engagement outcomes or guarantees. What a given contact operation yields depends on its contact mix and how many applications sit behind the agent desktop.
Contact center and customer operations leaders manage handle time, first contact resolution, quality scores and cost per contact. Telephony and CRM report the duration and disposition of each contact. They do not show how many applications an agent switched between, where the agent searched for knowledge, or which steps repeated across sites. Handle time averages therefore identify a gap without locating its cause.
Questions Asked of This Role
Average handle time that varies across teams and sites with no explanation in the CRM or telephony data
Repeat contacts driven by incomplete resolution steps that are not visible at the contact level
Agents switching between many applications to complete one request
Knowledge content that is documented but not used, or used but inaccurate
Different working practices between onshore and offshore teams handling the same contact types
AI assistants deployed without a measure of what they change on the desktop
Key Questions and Outcomes
Each question shows the answer available today, why that answer is insufficient, and what changes with Pyze.
Why does handle time differ between teams and sites for the same contact type?
Average handle time by queue and site from telephony and CRM reporting.
Averages show that a difference exists, not what agents did differently. The steps, application switches and searches within a contact are not recorded.
The observed path agents take through each contact type, so the difference resolves into specific steps, applications and sequences that can be compared across sites.
Is the knowledge base being used correctly, and is it accurate?
Article view counts and periodic content audits.
View counts do not show whether an article was relevant or whether the agent followed it. Inaccuracies are found when a quality review or a complaint exposes them.
Observed use of knowledge sources within each contact type compared with the documented procedure, so unused articles and steps that diverge from the procedure are identified.
What did the AI assistant change for agents?
Adoption figures, agent feedback and a change in average handle time.
Average handle time moves with contact mix, so a change cannot be attributed to the assistant. Adoption shows that the tool was opened, not which steps it replaced.
The same measurement before and after deployment, with work reported as absorbed, assisted or retained by the agent, so the effect is stated by contact type.
Engagement Sequence
Instrument agents in scope across the CRM, telephony desktop, knowledge tools, back-office systems and internal tools. Ingest the contact procedures and knowledge articles in scope for the conformance view.
Desktop effort sized by contact type, with variation across sites and teams identified and opportunities sorted across the five levers.
First changes land, such as consolidated screens, corrected procedures or an assistant on a scoped contact type. Measurement continues on the same basis.
Frequently Asked Questions
Is this call or screen recording? +
No. Pyze does not record calls, screens or customer information. It captures application interaction metadata only: which application, which screen, the sequence and the timing. It does not capture keystrokes, field values, free text or screen contents. Collection is limited to a whitelist of business applications and identifiers are pseudonymous.
How does this relate to quality monitoring and speech analytics? +
Quality monitoring and speech analytics assess the conversation. Pyze measures the desktop work around it: applications used, switching, search and rework. The two are complementary and answer different questions about the same contact.
Can it compare onshore and offshore teams? +
Yes. The same measurement is applied to each site, so differences in the path taken through a contact type are compared on a consistent basis and the cause of a gap can be separated from the difference in contact mix.