Learn how data on the Screen Analysis page can help you determine which screens and processes to investigate, to improve the overall efficiency of your organization.

Screen Analysis basics

Analysts and business users typically review data on the Screen Analysis page to see the various applications and websites which have been accessed by a selected department, team, or associate during a selected time period.

To access the Screen Analysis page, you must be assigned to the Analyst role or to a custom role that provides this access. Contact your Workforce Intelligence administrator for more information.

Applications table

When you select Analysis > Screen Analysis from the top menu, the Applications table provides columns of interaction metrics by application, and initially sorts the list from greatest time spent to least time spent within the applications. All of the metrics are limited to the organization level and the date range selected in the top-right corner of the page.

The following figure is an example of the Applications table of the Screen Analysis page. The top of the page provides different options for how to view the metrics and also an option to export the data to a CSV file.
The Applications table of the Screen Analysis page provides options to view data by total, per open, or per minute and also a way to export the data.
Applications table of the Screen Analysis page

Interaction metrics for applications

Each metric depends on the organization level and date range that you select in the top-right corner of the page. For example, if you select a specific team and choose last week as the date range, then the Time interaction metric shows the number of minutes and seconds that the selected team spent in this application last week.

The following interaction metrics are static, meaning that they do not change when you select the Total, per Open, or per Minute options:
Time
The number of minutes and seconds spent in this application.
Time per Open
The average number of seconds spent in this application each time it is brought into focus.
Open Count
The number of times this application was brought into focus.
You can change the remaining interaction metrics to provide data by total, per open, or per minute, using the options shown in the following figure:
Total, per open, and per minute options for interaction metrics.
Options for interaction metrics

The following list defines each interaction metric by total, which is the default selection.

Keypress
The total number of keyboard key presses completed in this application.
Click
The total number of mouse clicks completed in this application.
Cut/Copy
The total number of Ctrl+C and Ctrl+X key presses completed in this application.
Paste
The total number of Ctrl+V key presses completed in this application.
Error Keypress
The total number of Delete and Backspace key presses completed in this application.
Note: If you choose the per Open or per Minute option, then these definitions change based on your selection. For example, the definition of Keypress changes to "the number of keyboard key presses per open in this application" or "the number of keyboard keypresses per minute in this application."

Text conventions in the Name field

In the Applications table, under the Name field, the text uses the following conventions:
  • Blue text is a link that you can click to view interaction metrics for specific screens accessed within the application. An administrator must enable screen details to make screen-level metrics available for an application.
  • Black, non-clickable text indicates that screen details are not enabled for the application.
  • A folder indicates that related applications are grouped together. You can expand the folder to view the list of specific applications within the group and their associated metrics.

The following figure provides an example of each of these conventions:

The table of applications might include applications with and without screen details and expanded folders that lists grouped applications.
Conventions in the Name field

Screens table

From the Applications table, you can click a specific application (blue link) to access the Screens table.

Screen details for the selected application provide expandable departments under the Legal organization in this example.
Screens table of the Screen Analysis page
To use this page to analyze screen details, keep the following tips in mind:
  • The data presented is limited to the date range that you select in the top-right corner of the page.
  • The bold row along the top of the list provides the application interaction metrics from the Applications view so that you can see all of this information on one page.
  • The business unit that you select from the top-right corner of the page governs the level of data presented in the list. For example, if you select an organization, then the Screens table lists each department within the organization. If you select a department, the Screens table lists each team within the department. If you select a team, the Screens view lists each associate within the team.
  • You expand a department or team to view interaction metrics by screen for that business unit.
  • When you expand a business unit, such as a department, that has a longer list of results, then a scroll bar enables you to scroll through the list, as shown in the following figure:


    A long list of screens for the Sharepoint application provides a scroll bar.


    Scroll bar enabled for longer lists of results

Interaction metrics for screens

The interaction metrics in the Screens table are the same as those provided in the Applications table.

The following interaction metrics are static, meaning they do not change when you select the Total, per Open, or per Minute options:
Time
The number of minutes and seconds spent in this screen.
Time per Open
The average number of seconds spent in this screen each time it is brought into focus.
Open Count
The number of times this screen was brought into focus.
You can change the remaining interaction metrics to provide data by total, per open, or per minute, using the options shown in the following figure:
Total, per open, and per minute options for interaction metrics.
Options for interaction metrics

The following list defines each interaction metric by total, which is the default selection.

Keypress
The total number of keyboard key presses completed in this screen.
Click
The total number of mouse clicks completed in this screen.
Cut/Copy
The total number of Ctrl+C and Ctrl+X key presses completed in this screen.
Paste
The total number of Ctrl+V key presses completed in this screen.
Error Keypress
The total number of Delete and Backspace key presses completed in this screen.
Note: If you choose the per Open or per Minute option, then these definitions change based on your selection. For example, the definition of Keypress changes to "the number of keyboard key presses per open in this screen" or "the number of keyboard keypresses per minute in this screen."

Using metrics to ask probing questions

The metrics available on the Screen Analysis page can help you determine which questions to pursue for further investigation. For example, is there a screen that requires a lot of key presses compared to other screens? If yes, what is it about that screen that could explain the excessive number of key presses? If the screen requires associates to enter many notes, such as on a Dispute screen, could a UX designer review the screen and determine if there are ways to make the note-taking process more efficient for associates?

You can also review screen progression by looking at the screens that each department accesses. Are different departments using different screen progressions or following standard progressions? Is there a need for variation or an opportunity to standardize? If the departments are following a standard order, then are associates forced to visit screens that do not matter for their workflow?

If you see a high number of Error key presses, is there an opportunity to automate the process to reduce these errors?

You can ask these types of questions to find the starting points for improving processes.