Back office process monitoring and analysis

A computer program product in a computer recordable storage medium for monitoring and analyzing an office process, the computer program product having computer usable program code for:

• collecting information relating to desktop interaction activities of an agent and non-desktop activities of the agent to form collected information;
• inferring the collected information to derive delimiters relating to:
• the desktop interaction activities and the non-desktop activities of the agent,
• at least one transaction performed by the agent,
• at least one application used by the agent, and
• an office process;
• computing metrics and key performance indicators relating to a behavior of the agent, a behavior of the at least one transaction, a behavior of the at least one application and a behavior of the office process to form computed information;
• and
• storing the collected information and the computed information into a data store.

An apparatus, comprising:

• a memory storing instructions, and
• at least one processing unit for executing the instructions for monitoring and analyzing an office process in a data processing system, the at least one processing unit executing the instructions to:
• collect information relating to desktop interaction activities of an agent and non-desktop activities of the agent to form collected information;
• infer the collected information to derive delimiters relating to:
• the desktop interaction activities and the non-desktop activities of the agent,
• at least one transaction performed by the agent,
• at least one application used by the agent, and
• an office process;
• compute metrics and key performance indicators relating to a behavior of the agent, a behavior of the at least one transaction, a behavior of the at least one application and a behavior of the office process to form computed information;
• and
• store the collected information and the computed information into a data store.