Business Data Exceptions (BDEx) is able to record the actions that business users are performing during the day-to-day process of performing business transactions.
- Reporting – standard reports exist that output the actions being performed, when and by whom - particularly powerful in a contact center environment
- Usage – understand what business users are actually doing within BDEx in order to gain a better understanding of operational issues
- User Performance – understand which users are the best and worst performers when dealing with customer interactions
- Self-Learning - understand how the best business users are dealing with exceptions so that the data may be used to drive actions for less experienced users