Detalle forense de la grabación
Una sesión grabada, de la señal en bruto al valor de campo extraído- Equipo
- WIN-SUP-01
- Departamento
- Atención al cliente
- Rol
- Responsable de soporte
- Referencia del grabador
emp_5164- Versión del agente
- v2.4.1
- Sistema operativo
- Windows 11
- Ventana
- 08:12–15:33 · Europe/Madrid
- Estado del análisis
- analyzed
Activo frente a inactivo
Activo 5,3 h · 72% Espera / inactivo 2,1 h · 28%
El tiempo activo es el número de acciones resueltas por una permanencia media medida de 2,41 s. El resto de la ventana es espera.
Qué aportó esta grabación Cada etapa enlaza con su explicación en la pantalla de descubrimiento
5 aplicaciones · 17 redacciones · 1 pausas de captura · 93.6% Aportado al registro de eventos
Hasta dónde llega esta vista
Solo análisis derivado: sin reproducción de pantalla ni contenido de pulsaciones. Los fotogramas son capturas de demostración sintéticas con los campos enmascarados en la captura. Se informa a nivel de proceso y equipo; no se clasifica a ninguna persona.
La sesión, minuto a minuto
Los casos se solapan porque el trabajo real se solapa · Hora local · Europe/MadridCasos
TCK-2026-19242 Ticket triage & canned replies · 08:13–08:57 · 43m 34s TCK-2026-71207 SLA breach alerts · 08:36–10:38 · 2 h RPT-2026-78258 Scheduled report delivery · 09:03–10:52 · 1,8 h TCK-2026-36283 Ticket triage & canned replies · 09:25–11:22 · 1,9 h TCK-2026-94156 SLA breach alerts · 09:54–11:17 · 82m 41s RPT-2026-62330 Scheduled report delivery · 10:13–10:52 · 38m 45s TCK-2026-87182 Ticket triage & canned replies · 10:40–12:07 · 87m 24s TCK-2026-56793 SLA breach alerts · 11:01–11:32 · 31m 16s RPT-2026-61706 Scheduled report delivery · 11:27–12:47 · 80m 14s TCK-2026-67249 Ticket triage & canned replies · 11:49–13:16 · 86m 39s TCK-2026-12432 SLA breach alerts · 12:19–13:44 · 84m 23s RPT-2026-20237 Scheduled report delivery · 12:43–13:43 · 59m 59s TCK-2026-23689 Ticket triage & canned replies · 13:03–14:11 · 68m 10s TCK-2026-75465 SLA breach alerts · 13:28–14:41 · 72m 12s RPT-2026-75837 Scheduled report delivery · 13:49–14:29 · 40m
Actividades detectadas
LO Consultar el estado del pedido — 08:44, 63 acciones resueltas AK Confirmar la alerta — 08:45, 56 acciones resueltas TR Etiquetar y derivar — 08:46, 48 acciones resueltas PC Publicar una nota de traspaso — 08:58, 49 acciones resueltas ES Escalar a nivel 2 — 09:52, 56 acciones resueltas FD Archivar el documento — 10:00, 25 acciones resueltas RS Resolver el ticket — 10:01, 42 acciones resueltas RB Reintentar la generación fallida — 10:18, 22 acciones resueltas SK Detectar riesgo de SLA — 10:23, 43 acciones resueltas RB Reintentar la generación fallida — 10:42, 66 acciones resueltas DF Descargar archivo — 10:46, 41 acciones resueltas RK Revisar de nuevo el reloj de SLA — 11:00, 48 acciones resueltas OQ Abrir la cola de tickets — 11:10, 54 acciones resueltas CT Clasificar intención y prioridad — 11:24, 38 acciones resueltas RS Resolver el ticket — 11:29, 29 acciones resueltas AF Avisar a Ops del fallo — 12:07, 57 acciones resueltas PM Pegar una respuesta predefinida — 12:28, 51 acciones resueltas RB Reintentar la generación fallida — 12:50, 50 acciones resueltas AO Avisar al responsable — 13:23, 59 acciones resueltas EM Editar la respuesta predefinida — 13:43, 67 acciones resueltas OQ Abrir la cola de tickets — 13:56, 65 acciones resueltas AF Avisar a Ops del fallo — 13:58, 56 acciones resueltas
Aplicaciones
Zendesk 235m
Confluence 40m
Excel 38m
Chrome 33m
Teams 24m
Acciones resueltas / min (0–33)
Número de teléfono — 08:34 Nota de texto libre — 09:30 IBAN — 10:12 Nota de texto libre — 11:17 Número de tarjeta — 11:26 Nota de texto libre — 11:28 Identificador fiscal — 11:33 Nota de texto libre — 12:02 IBAN — 12:13 Número de teléfono — 13:06 Número de teléfono — 13:36 IBAN — 14:39 Dirección de correo — 14:47 Número de teléfono — 14:59
Hora local · Europe/Madrid (+02:00)
Caso seleccionado Abrir este proceso
- Tramo de un caso
- Inactivo
- Captura en pausa: aplicación bloqueada
- Campo enmascarado en la captura
Acciones resueltas
El flujo tras la normalización: una fila por acción de interfaz resuelta| Marca de tiempo | Aplicación | Pantalla | Acción | Control destino | Resolutor | Confianza | ID de caso |
|---|---|---|---|---|---|---|---|
| 2026-07-10T08:13:41.726+02:00 | Zendesk | Macro picker | file_save | Tab/Details | accessibility-tree | 0.98 | TCK-2026-19242 |
| 2026-07-10T08:16:48.889+02:00 | Confluence | Process page | click | Toolbar/Save | DOM | 0.84 | TCK-2026-19242 |
| 2026-07-10T08:19:54.523+02:00 | Zendesk | Queue view | Toolbar/Save | accessibility-tree | 0.91 | TCK-2026-19242 | |
| 2026-07-10T08:23:01.409+02:00 | Chrome | Supplier portal | paste | Grid/Row[2]/Value | DOM | 0.87 | TCK-2026-19242 |
| 2026-07-10T08:26:08.379+02:00 | Zendesk | Macro picker | scroll | Toolbar/Save | accessibility-tree | 0.94 | TCK-2026-19242 |
| 2026-07-10T09:03:19.701+02:00 | ERP client | Cost centre lookup | navigate | Link/Open | OCR fallback | 0.68 | RPT-2026-78258 |
| 2026-07-10T09:20:09.906+02:00 | Chrome | Report export | navigate | Toolbar/Save | accessibility-tree | 0.96 | TCK-2026-71207 |
| 2026-07-10T09:28:52.053+02:00 | Zendesk | Queue view | scroll | Field/Reference | DOM | 0.84 | TCK-2026-71207 |
| 2026-07-10T09:33:52.395+02:00 | Confluence | Runbook | Tab/Details | DOM | 0.86 | TCK-2026-36283 | |
| 2026-07-10T09:37:36.752+02:00 | Zendesk | Queue view | keys | typed into Cost centre, 33 chars | OCR fallback | 0.24 | TCK-2026-71207 |
| 2026-07-10T09:42:14.253+02:00 | Chrome | Supplier portal | keys | typed into Subject, 19 chars | accessibility-tree | 0.97 | TCK-2026-36283 |
| 2026-07-10T09:46:20.682+02:00 | Chrome | Report export | keys | typed into Vendor name, 21 chars | DOM | 0.72 | TCK-2026-71207 |
| 2026-07-10T09:50:35.367+02:00 | Zendesk | Queue view | paste | Button/Post | DOM | 0.87 | TCK-2026-36283 |
| 2026-07-10T09:55:03.634+02:00 | Zendesk | Macro picker | click | Button/Post | DOM | 0.79 | TCK-2026-71207 |
| 2026-07-10T09:58:56.770+02:00 | Confluence | Runbook | focus | Tab/Details | DOM | 0.76 | TCK-2026-36283 |
| 2026-07-10T10:07:17.378+02:00 | Confluence | Process page | Link/Open | DOM | 0.72 | TCK-2026-36283 | |
| 2026-07-10T10:13:48.756+02:00 | Outlook | Message detail | Grid/Row[23]/Value | accessibility-tree | 0.97 | RPT-2026-62330 | |
| 2026-07-10T10:21:05.209+02:00 | ERP client | Vendor invoice — posting | paste | Grid/Row[14]/Value | accessibility-tree | 0.94 | RPT-2026-78258 |
| 2026-07-10T10:28:51.631+02:00 | ERP client | Document search | navigate | Tab/Details | DOM | 0.79 | RPT-2026-78258 |
| 2026-07-10T10:29:52.297+02:00 | Zendesk | Queue view | click | Grid/Row[8]/Value | OCR fallback | 0.59 | TCK-2026-94156 |
| 2026-07-10T10:35:47.586+02:00 | Chrome | Internal wiki | Toolbar/Save | accessibility-tree | 0.92 | TCK-2026-94156 | |
| 2026-07-10T10:36:38.153+02:00 | ERP client | Document search | navigate | Link/Open | accessibility-tree | 0.92 | RPT-2026-78258 |
| 2026-07-10T10:41:29.037+02:00 | CRM (web) | Activity log | navigate | Grid/Row[13]/Value | accessibility-tree | 0.96 | RPT-2026-62330 |
| 2026-07-10T10:41:41.499+02:00 | Zendesk | Queue view | click | Tab/Details | accessibility-tree | 0.91 | TCK-2026-94156 |
| 2026-07-10T10:44:15.790+02:00 | Outlook | Draft | keys | typed into Cost centre, 23 chars | DOM | 0.78 | RPT-2026-62330 |
| 2026-07-10T10:44:24.034+02:00 | ERP client | Cost centre lookup | file_save | Link/Open | DOM | 0.81 | RPT-2026-78258 |
| 2026-07-10T10:46:32.456+02:00 | Confluence | Process page | Button/Post | DOM | 0.82 | TCK-2026-87182 | |
| 2026-07-10T10:47:01.399+02:00 | Outlook | Message detail | keys | typed into Amount, 14 chars | accessibility-tree | 1 | RPT-2026-62330 |
| 2026-07-10T10:47:35.016+02:00 | Teams | Channel thread | file_save | Link/Open | DOM | 0.73 | TCK-2026-94156 |
| 2026-07-10T10:49:47.431+02:00 | Outlook | Message detail | Button/Post | accessibility-tree | 0.94 | RPT-2026-62330 | |
| 2026-07-10T10:52:46.868+02:00 | Confluence | Runbook | click | Link/Open | accessibility-tree | 0.9 | TCK-2026-87182 |
| 2026-07-10T10:59:01.586+02:00 | Confluence | Process page | focus | Field/Reference | accessibility-tree | 0.96 | TCK-2026-87182 |
| 2026-07-10T11:05:15.060+02:00 | Confluence | Runbook | paste | Grid/Row[7]/Value | DOM | 0.79 | TCK-2026-87182 |
| 2026-07-10T11:11:30.343+02:00 | Zendesk | Ticket detail | paste | Tab/Details | accessibility-tree | 0.91 | TCK-2026-87182 |
| 2026-07-10T11:14:26.791+02:00 | Zendesk | Macro picker | scroll | Button/Post | OCR fallback | 0.69 | TCK-2026-56793 |
| 2026-07-10T11:16:40.044+02:00 | Chrome | Supplier portal | focus | Field/Reference | DOM | 0.78 | TCK-2026-56793 |
| 2026-07-10T11:18:54.547+02:00 | Zendesk | Queue view | paste | Toolbar/Save | DOM | 0.77 | TCK-2026-56793 |
| 2026-07-10T11:21:08.912+02:00 | Teams | Channel thread | Field/Reference | DOM | 0.87 | TCK-2026-56793 | |
| 2026-07-10T11:23:22.613+02:00 | Teams | Direct message | scroll | Tab/Details | OCR fallback | 0.61 | TCK-2026-56793 |
| 2026-07-10T11:27:35.457+02:00 | ERP client | Cost centre lookup | keys | typed into Subject, 40 chars | DOM | 0.72 | RPT-2026-61706 |
| 2026-07-10T11:33:19.683+02:00 | ERP client | Cost centre lookup | click | Tab/Details | accessibility-tree | 0.89 | RPT-2026-61706 |
| 2026-07-10T12:01:45.389+02:00 | Confluence | Runbook | paste | Field/Reference | accessibility-tree | 0.93 | TCK-2026-67249 |
| 2026-07-10T12:07:56.791+02:00 | Zendesk | Macro picker | keys | typed into Due date, 36 chars | accessibility-tree | 0.89 | TCK-2026-67249 |
| 2026-07-10T12:14:07.126+02:00 | Zendesk | Queue view | focus | Toolbar/Save | accessibility-tree | 0.98 | TCK-2026-67249 |
| 2026-07-10T12:20:19.528+02:00 | Chrome | Internal wiki | paste | Grid/Row[9]/Value | accessibility-tree | 0.9 | TCK-2026-67249 |
| 2026-07-10T12:30:37.071+02:00 | Outlook | Message detail | scroll | Field/Reference | accessibility-tree | 1 | RPT-2026-61706 |
| 2026-07-10T12:36:21.139+02:00 | Outlook | Message detail | navigate | Toolbar/Save | DOM | 0.81 | RPT-2026-61706 |
| 2026-07-10T12:42:05.505+02:00 | Outlook | Draft | Field/Reference | accessibility-tree | 0.98 | RPT-2026-61706 | |
| 2026-07-10T12:43:11.229+02:00 | CRM (web) | Account record | file_save | Grid/Row[9]/Value | DOM | 0.73 | RPT-2026-20237 |
| 2026-07-10T12:47:28.515+02:00 | CRM (web) | Account record | click | Button/Post | accessibility-tree | 0.91 | RPT-2026-20237 |
| 2026-07-10T12:56:07.610+02:00 | Chrome | Report export | Field/Reference | DOM | 0.82 | TCK-2026-12432 | |
| 2026-07-10T13:02:09.793+02:00 | Chrome | Internal wiki | paste | Field/Reference | DOM | 0.77 | TCK-2026-12432 |
| 2026-07-10T13:08:10.361+02:00 | Teams | Direct message | navigate | Link/Open | accessibility-tree | 0.92 | TCK-2026-12432 |
| 2026-07-10T13:13:20.122+02:00 | Zendesk | Macro picker | scroll | Link/Open | accessibility-tree | 0.93 | TCK-2026-23689 |
| 2026-07-10T13:14:12.252+02:00 | Teams | Channel thread | scroll | Field/Reference | accessibility-tree | 0.93 | TCK-2026-12432 |
| 2026-07-10T13:18:12.145+02:00 | Zendesk | Ticket detail | paste | Tab/Details | accessibility-tree | 0.92 | TCK-2026-23689 |
| 2026-07-10T13:20:13.636+02:00 | Zendesk | Queue view | click | Link/Open | DOM | 0.8 | TCK-2026-12432 |
| 2026-07-10T13:23:05.980+02:00 | Chrome | Supplier portal | click | Toolbar/Save | DOM | 0.75 | TCK-2026-23689 |
| 2026-07-10T13:27:57.630+02:00 | Confluence | Runbook | file_save | Button/Post | accessibility-tree | 0.98 | TCK-2026-23689 |
| 2026-07-10T13:30:19.730+02:00 | Outlook | Draft | navigate | Tab/Details | DOM | 0.75 | RPT-2026-20237 |
| 2026-07-10T13:32:49.864+02:00 | Zendesk | Macro picker | click | Toolbar/Save | DOM | 0.86 | TCK-2026-23689 |
| 2026-07-10T13:34:36.559+02:00 | ERP client | Vendor invoice — posting | scroll | Link/Open | DOM | 0.8 | RPT-2026-20237 |
| 2026-07-10T13:38:53.002+02:00 | ERP client | Vendor invoice — posting | focus | Button/Post | DOM | 0.87 | RPT-2026-20237 |
| 2026-07-10T13:49:45.875+02:00 | Outlook | Message detail | Button/Post | accessibility-tree | 0.98 | RPT-2026-75837 | |
| 2026-07-10T13:52:36.065+02:00 | Outlook | Draft | scroll | Field/Reference | accessibility-tree | 0.91 | RPT-2026-75837 |
| 2026-07-10T14:04:59.161+02:00 | Teams | Channel thread | navigate | Link/Open | accessibility-tree | 0.97 | TCK-2026-75465 |
| 2026-07-10T14:10:08.844+02:00 | Teams | Direct message | file_save | Grid/Row[16]/Value | accessibility-tree | 0.88 | TCK-2026-75465 |
| 2026-07-10T14:15:18.813+02:00 | Teams | Direct message | file_save | Grid/Row[13]/Value | accessibility-tree | 0.88 | TCK-2026-75465 |
| 2026-07-10T14:20:27.486+02:00 | Teams | Direct message | paste | Toolbar/Save | accessibility-tree | 0.91 | TCK-2026-75465 |
| 2026-07-10T14:24:02.973+02:00 | ERP client | Cost centre lookup | file_save | Grid/Row[22]/Value | DOM | 0.84 | RPT-2026-75837 |
| 2026-07-10T14:25:37.467+02:00 | Chrome | Supplier portal | scroll | Toolbar/Save | accessibility-tree | 0.9 | TCK-2026-75465 |
| 2026-07-10T14:26:54.070+02:00 | Outlook | Draft | click | Field/Reference | DOM | 0.82 | RPT-2026-75837 |
Esta tabla es una muestra estratificada de la grabación. Las cifras de arriba son exactas.
Datos capturados
Los valores de campo leídos en pantalla y el caso con el que se correlacionó cada uno · 42| Campo | Tipo | Apariciones | Valor de ejemplo | Enmascaramiento | ID de caso | Proceso |
|---|---|---|---|---|---|---|
ticket_id Clave de correlación | string | 16 | TCK-2026-19242 | Sin enmascarar | TCK-2026-19242 | Ticket triage & canned replies |
queue | string | 35 | Tier 2 | Sin enmascarar | TCK-2026-19242 | Ticket triage & canned replies |
priority | string | 30 | P1 | Sin enmascarar | TCK-2026-19242 | Ticket triage & canned replies |
requester_ref | string | 42 | cust_7492 | Sin enmascarar | TCK-2026-19242 | Ticket triage & canned replies |
contact_email | string | 8 | •••••••@•••••.••• | Enmascarado en la capturaDirección de correo enmascarada en la captura | TCK-2026-19242 | Ticket triage & canned replies |
ticket_id Clave de correlación | string | 48 | TCK-2026-71207 | Sin enmascarar | TCK-2026-71207 | SLA breach alerts |
queue | string | 46 | Tier 2 | Sin enmascarar | TCK-2026-71207 | SLA breach alerts |
priority | string | 12 | P2 | Sin enmascarar | TCK-2026-71207 | SLA breach alerts |
requester_ref | string | 21 | cust_7692 | Sin enmascarar | TCK-2026-71207 | SLA breach alerts |
contact_email | string | 46 | •••••••@•••••.••• | Enmascarado en la capturaDirección de correo enmascarada en la captura | TCK-2026-71207 | SLA breach alerts |
report_ref Clave de correlación | string | 17 | RPT-2026-78258 | Sin enmascarar | RPT-2026-78258 | Scheduled report delivery |
account | string | 23 | Atlas Papeleria SA | Sin enmascarar | RPT-2026-78258 | Scheduled report delivery |
amount_eur | money | 33 | €26.195,35 | Sin enmascarar | RPT-2026-78258 | Scheduled report delivery |
region | string | 44 | Iberia | Sin enmascarar | RPT-2026-78258 | Scheduled report delivery |
owner_role | string | 23 | Sales Ops | Sin enmascarar | RPT-2026-78258 | Scheduled report delivery |
contact_phone | string | 14 | +34 ••• ••• 475 | Enmascarado en la capturaNúmero de teléfono enmascarado en la captura | RPT-2026-78258 | Scheduled report delivery |
ticket_id Clave de correlación | string | 44 | TCK-2026-36283 | Sin enmascarar | TCK-2026-36283 | Ticket triage & canned replies |
queue | string | 29 | Tier 2 | Sin enmascarar | TCK-2026-36283 | Ticket triage & canned replies |
priority | string | 18 | P3 | Sin enmascarar | TCK-2026-36283 | Ticket triage & canned replies |
requester_ref | string | 36 | cust_1264 | Sin enmascarar | TCK-2026-36283 | Ticket triage & canned replies |
contact_email | string | 19 | •••••••@•••••.••• | Enmascarado en la capturaDirección de correo enmascarada en la captura | TCK-2026-36283 | Ticket triage & canned replies |
ticket_id Clave de correlación | string | 45 | TCK-2026-94156 | Sin enmascarar | TCK-2026-94156 | SLA breach alerts |
queue | string | 24 | Tier 2 | Sin enmascarar | TCK-2026-94156 | SLA breach alerts |
priority | string | 44 | P3 | Sin enmascarar | TCK-2026-94156 | SLA breach alerts |
requester_ref | string | 26 | cust_8082 | Sin enmascarar | TCK-2026-94156 | SLA breach alerts |
contact_email | string | 43 | •••••••@•••••.••• | Enmascarado en la capturaDirección de correo enmascarada en la captura | TCK-2026-94156 | SLA breach alerts |
report_ref Clave de correlación | string | 13 | RPT-2026-62330 | Sin enmascarar | RPT-2026-62330 | Scheduled report delivery |
account | string | 37 | Brightline Media Srl | Sin enmascarar | RPT-2026-62330 | Scheduled report delivery |
amount_eur | money | 18 | €19.568,24 | Sin enmascarar | RPT-2026-62330 | Scheduled report delivery |
region | string | 37 | Iberia | Sin enmascarar | RPT-2026-62330 | Scheduled report delivery |
owner_role | string | 43 | Sales Ops | Sin enmascarar | RPT-2026-62330 | Scheduled report delivery |
contact_phone | string | 18 | +34 ••• ••• 320 | Enmascarado en la capturaNúmero de teléfono enmascarado en la captura | RPT-2026-62330 | Scheduled report delivery |
ticket_id Clave de correlación | string | 19 | TCK-2026-87182 | Sin enmascarar | TCK-2026-87182 | Ticket triage & canned replies |
queue | string | 31 | Tier 2 | Sin enmascarar | TCK-2026-87182 | Ticket triage & canned replies |
priority | string | 45 | P3 | Sin enmascarar | TCK-2026-87182 | Ticket triage & canned replies |
requester_ref | string | 21 | cust_3728 | Sin enmascarar | TCK-2026-87182 | Ticket triage & canned replies |
contact_email | string | 38 | •••••••@•••••.••• | Enmascarado en la capturaDirección de correo enmascarada en la captura | TCK-2026-87182 | Ticket triage & canned replies |
ticket_id Clave de correlación | string | 29 | TCK-2026-56793 | Sin enmascarar | TCK-2026-56793 | SLA breach alerts |
queue | string | 29 | Tier 2 | Sin enmascarar | TCK-2026-56793 | SLA breach alerts |
priority | string | 48 | P3 | Sin enmascarar | TCK-2026-56793 | SLA breach alerts |
requester_ref | string | 45 | cust_2910 | Sin enmascarar | TCK-2026-56793 | SLA breach alerts |
contact_email | string | 22 | •••••••@•••••.••• | Enmascarado en la capturaDirección de correo enmascarada en la captura | TCK-2026-56793 | SLA breach alerts |
Todos los valores son datos sintéticos de demostración. Los valores enmascarados se redactaron en el equipo antes de subirlos; los originales no se conservan.
Capturas de región de interfaz
Fotogramas de demostración sintéticos: campos enmascarados en origen, originales no conservados · 8 / 10- Región enmascaradaRegión enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascaradaRegión enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascaradaRegión enmascaradaRegión enmascarada Captura de región de interfaz · fotograma de demostración sintético
- Región enmascarada Captura de región de interfaz · fotograma de demostración sintético
Qué perdió esta grabación
Ninguna grabación aporta todo lo que vio- Acciones huérfanas (sin clave de caso)
- 506
- En cuarentena por confianza inferior a 0,70
- 5
- Instancias de actividad sin clasificar
- 7
- Pausas por lista de bloqueo
- 1
- Redacciones aplicadas
- 17
- Aportado al registro de eventos
- 93.6%
- 09:53–10:06 Gestor de contraseñas Aplicación en la lista de bloqueo de captura · 12m 43s
Ninguna grabación aporta el 100 % de sus acciones; esta aportó el 93,6 %.