Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS Business Analyzer Overview

1Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

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Business Analyzer

Overview

2Insight from Interactions Business Analyzer

Lesson Objectives Describe the modules of the Business

Analyzer Describe the Evaluation workflow Clarify important terminology Differentiate between a Segment and

Complete interaction


Business Analyzer - Overview

Use the application to:– Search and playback recorded interactions

– Evaluate interactions

– Calibrate interactions

– Find, review and modify evaluations

– Locate and analyze system messages

– Create clips and coaching packages and send them to agents

– Find customer feedback forms


Business Analyzer - Main Screen

Quick Query pane

Results pane

Queries And

SavedItemspane

Modules


Process Workflow

1.1. Search for Search for InteractionsInteractions


2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations


5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations


Terminology Review

Review the meaning of important terms by “matching the columns”

Open up the linked file - BA_Graph_View.htm from the CD


Segment Vs. Complete Interaction

CustomerAgent Supervisor

Segment 1

Segment 2

Complete Interaction


Questions for Discussion

What is the advantage of being able to view an interaction that has both audio and screen?

Will you use calibrations? If so, who will perform calibrations?

Will you allow your agents to evaluate themselves?


What did we do? Described the modules of the Business

Analyzer Described the Evaluation workflow Clarified important terminology Differentiated between a Segment and

Complete interaction


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Business Analyzer

Search for Interactions


Lesson Objectives Create and execute queries for

interactions Playback interactions Save interactions


Process Workflow









Quickly Locating Interactions

Query – set of criteria to search for interactions / evaluations / feedbacks

There are 3 predefined queries:

–Calls not evaluated

–Last 24 hours

–Last 7 days


Quick Query

The quick query displays the most frequency used search criteria

Users can set their own search criteria and determine how they are displayed in the quick query pane


Create a Quick Query

Create and run a quick query for interactions

Open up the fileGLD_BA_Interactions_Quick Query.doc

from the CD


Define Search Criteria

If you wish to define additional search criteria you have 2 options:

1. Filter Settings – select addition search criteria

2. Advanced Settings – define search criteria from the advanced query window

Filter Settings

Advanced Settings


Query Results - Table View


Query Results - Graph View

View a demo of the various features and options in the Graph view

Open up the linked file - BA_Graph_View.htm from the CD


Interaction Preview Section The preview includes call’s additional information such as

participants,phone number etc.

You will be able to detect when agent talks and when customer talks (in two separate lines)

The systems can also detect when there is a talk-over – both parties talking at the same time


Advanced Query for an Interaction

Create an Advanced query for an interaction

Open up the fileGLD_BA_Interactions_Advanced Query.doc

from the CD


Searching for Interactions By Comment

View a demo of how to perform a search for interactions based on a specific comment

Open up the file Full Comment Demo.htm from the CD


Playback Interactions

Open up the fileGLD_BA_Playback Interactions.doc

from the CD


Nice Player – Main View


Save Interaction As a File


Save Interaction As a File

NMF – voice file, Nice format for compression

WAV -voice file, the standard format for compression

ASF - voice and screen - windows media player format


What did we do? Created and executed queries for

interactions Played back interactions Saved interactions


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Business Analyzer

Evaluate Interactions


Lesson Objectives Understand the purpose an 3 different

types of evaluations Create and execute queries for

evaluations Set a default evaluation form


Process Workflow









Evaluations

Analyze the performance of individuals to improve the service quality at your site

Evaluate:– Agents interactions with customers (Agent

evaluation)– A Customer’s experience during an interaction

(Customer Experience evaluation)– Your own performance (Self evaluation)

Use custom-designed online evaluation forms


Agent Evaluate

Evaluate an agent’s interaction with a customer

Open up the fileGLD_BA_Interactions_Evaluation.doc

from the CD


Managing Forms Can add/remove forms from available forms list Can set a default form via Preferences


Replace a Form


Customer Experience Evaluations

Evaluate the customer’s experience

Not evaluating an agent

Create and use a specific Customer Evaluation form

– From customer’s viewpoint e.g. was the customer’s problem resolved

– Different privileges for customer and agent evaluations


Customer Experience Evaluations

Can query for interactions with customer evaluations


Self-Evaluations

Agents can evaluate their own interactions No icon on toolbar Evaluations performed on own interactions are

saved as self-evaluations Identified by a blue evaluation icon Don’t impact on general evaluations scores Not included in My Evaluations component of My

Universe Can run reports for self-evaluations



Do you think your company will utilize self-evaluations?

What is the benefit of self-evaluations?


What did we do? Identified the general purpose and 3

different types of evaluations Created and executed queries for

evaluations Learned how to set a default

evaluation form


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Business Analyzer

Search for Evaluations


Lesson Objectives Create and execute a quick query for

evaluations Create and execute an advanced

query for evaluations


Process Workflow









Running a Quick Query

Create and run a quick query for evaluations

Open up the fileGLD_BA_Evaluations_Quick Query.doc

from the CD


Running an Advanced Query

Create an advanced query for evaluations

Open up the fileGLD_BA_Evaluations_Advanced Query.doc

from the CD



Can evaluations be modified?

Who should be allowed to modify evaluations?


What did we do? Created and executed a quick query

for evaluations Created and executed an advanced

query for evaluations


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Business Analyzer

Calibrate Interactions


Lesson Objectives Understand the purpose of a

calibration Mark interactions for calibration Calibrate evaluations


Process Workflow









Calibrating Evaluations

A calibration is a reference evaluation of a recorded interaction

Ensures a fair and consistent evaluation process

An original evaluation can be compared to a calibration, to view variance between scores

Calibrate interactions in Interactions module


Marking Interactions for Calibration


Calibrate an Evaluated Interaction

Calibrate an evaluated interaction

Open up the fileGLD_Calibrating an Evaluated Interaction.doc

from the CD


What did we do? Identified the purpose of a calibration Marked interactions for calibration Calibrated evaluations


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Business Analyzer

Summarize

Interactions


Lesson Objectives Understand the benefits of

summarizing evaluations/calibrations Auto-summarize a calibration


Process Workflow










In what way can summarizing evaluations help us?

How can we use the results from a calibration to identify irregularities in an evaluation?


Summarize Evaluations/Calibrations

Summarize 2 or more evaluations or calibrations of the same form type


Auto-Summary

Auto-summarize a calibration to view any differences between the original evaluation

Open up the fileGLD_auto_summarize_evaluations.doc

from the CD


Auto-summarizeView by

answer or score

Display all or only

scoreable questions

Summary Row


Additional Reference Material

NICE Perform Workbook - Business Analyzer section


What did we do? Identified the benefits of summarizing

evaluations/calibrations Auto-summarized a calibration

Documents

Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS Business Analyzer Overview