My Universe Guide - NIM 4.1

Release: NICE Interaction Management

Document Revision: B4

Distribution Status: Release 4.1.47

Publication Date: May 2014

My UniverseUser Guide

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CONTENTS

1: Welcome to My Universe 7Document Revision History 8What is My Universe? 9

What areMyUniverse Views? 9What Information Appears in the Components? 10What are Customized Components (Generic Queries)? 11

Opening My Universe 12Navigating My Universe 13

What is RuntimeMode?What is DesignMode? 13How Often is the SystemRefreshed? 14Navigation Tools 14Component Toolbar 14

Chart Toolbar 15Time Period Toolbar 17

2: View Creation and Management 19What is a View? 20

How are ViewsCreated? 21Strategies for Creating Views 22

Creating a View for Agents 22Creating a View for Yourself 24Creating a View for Supervisors 24

What Tools are Available in the View Toolbar? 26Creating Views via the View Manager 27

Opening the View Manager 27Creating a New View via the View Manager 28

Previewing a View 31Setting the View as a Default 32

Modifying a View via the View Manager 32

NICE Interaction ManagementMy Universe (B4) - 3 -

Creating a View Based on an Existing View via the View Manager 34Modifying Views During Runtime 36

Selecting a View 36Modifying the Current View During Runtime 36Setting the Current View as the Default View During Runtime 37Creating a View based on an Existing View During Runtime 38

3: My Universe Components 41What are the My Universe Components 42

MyUniverse - Analytics 43MyUniverse - Reports 58

Agent Performance 60Categories Report 63Evaluation Status 65Feedback Trend 68FeedbackComparison 69Productivity Comparison 71Quality Comparison 73Quality ProgramStatus 75Productivity Trend 77Quality Trend 79Scorable List - Answer Distribution 81

MyUniverse - Queries 85Generic Query 86MyPackages 89Packages Status 91My Latest Evaluations 94My Latest Feedbacks 97My Latest Interactions 100Recent Highlights 102MySchedule 104Interactions for Evaluation 105My Latest Notifications 110


MyUniverse - Social Media 112MyUniverse - Social Media 112

MyUniverse - Tools 122Defining Component Settings 125

Opening the SettingsWindow in the View Manager 126Opening the SettingsWindow during Runtime 127Frequently Used Settings 128

Defining a Component Title 129Defining a Time Scope 129Defining Agents/GroupsDisplayed in the Component 129Defining Period/Interval Options 130Defining ViewingOptions 131Defining Forms 131Defining Privileges 132

Additional Actions 135Playing an Interaction 135Viewing an Interaction 136Opening an Evaluation 136Viewing All Query Results 137Creating a Package 137

Using TotalView With Packages 145Adding Predefined Package Topics to a Coaching Package 146Adding Action Comments to a Package 147Packages FAQ 147

Evaluating an Interaction 150Adding Interactions to Saved Items 153Adding Evaluations to Saved Items 154Viewing anOpenChain (Related Interactions) 154

A: My Universe Privileges 157What are the My Universe Privileges? 158Which Privileges should be Assigned to Users? 159


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1:Welcome to My UniverseWelcome to My Universe!TM - a visual representation of key data from NICE InteractionManagement.MyUniverse is a customized portal to the NICE InteractionManagement applications, providing immediateaccess to the essential data that is pertinent to you.

Important!

This manual describes complete functionality of the application. Your ability to use the system isdependent on your site configuration and your own access privileges. Some categories andcomponents may not be available.

Contents

Document Revision History 8What is My Universe? 9OpeningMy Universe 12NavigatingMy Universe 13


1

Document Revision History

Revision Software Version Date Description

B4 NICE InteractionManagement 4.1.47

March 2014 Added the topicEvaluating anInteraction onpage150.Added the topicAdding Interactionsto Saved Items onpage153.Added the topicAdding Evaluationsto Saved Items onpage154.

1Document Revision History


What is My Universe?My Universe is a customized portal comprised of different components of information. Each componentdisplays up-to-date data gathered from NICE InteractionManagement.

Each component enables you to look into the data provided by NICE InteractionManagement from adifferent perspective.

Some components are relevant to high level business managers who want a quick glance at theoverall level of performance in the site.

Some components are relevant to supervisors who want to see how well the agents that theysupervise are performing.

Other components are relevant to agents who can see how well they are performing compared totheir colleagues over a period of time.

For example:

Recent Highlights presents a lists of the best and worst system scores that took place.

Agent Performance provides the average productivity scores, evaluation scores and feedbacksurvey scores for the agents that you supervise.

My Latest Evaluations displays the evaluation scores for the logged-in agent.

What are My Universe Views?While components are the building blocks in My Universe, views are the big picture display.

A view is a group of components grouped together in a specific layout. Each view provides a differentperspective of information gathered from NICE InteractionManagement.

Views are customized per site. If you have the proper privileges, you can create views and assign theviews to users. Each view will be comprised of several components and will provide a differentperspective. SeeView Creation and Management on page19.

Views are assigned to users. Some users may have one view only; other users may have several views.When a user opens theMy Universe portal, his/her default view appears in the portal - displaying specificcomponents. If the user has several views assigned to him/her, and the user has the proper permissions,then he or she can select which view to display.

In most cases, agents will have one view only.

Business managers and supervisors may have several views for selection.

1What is My Universe?


Example:

The following views were created:

QA Supervisors: Provides supervisors with information regarding their agents. This viewincludes the following components: Scheduled Reports, Agent Performance, Evaluation Status,Monthly Comparison - Quality andMonthly Comparison - Productivity.

Business Managers: Provides managers with a business perspective. This view includes thefollowing components: Scheduled Reports, Recent Highlights, Productivity Trend and AgentPerformance.

Agents Display: Provides agents with information regarding their own performance. This viewincludes the following components: My Latest Evaluations, My Packages, My LatestInteractions, My Evaluation Trend andMy Productivity Trend.

Each of these views were assigned to different users of My Universe.

What Information Appears in the Components?The information that appears in a component is determined by the component settings. Some componentshave default settings (whichmay be changed); other components require a first-time setup beforeinformation can be displayed.

Example:

Recent Highlights: By default, this component displays todays five top scores over 90 andtodays five lowest scores below 60.

Agent Performance: Requires first-time setup by defining which agents will appears in thecomponent.

The creator of a view determines the initial settings for each component in the view. SeeCreating Viewsvia the View Manager on page27.

If the same component appears in more than one view, the settings for the component can differ in eachview.

Example:

The Agent Performance component is placed in several views. For each view, different settingswere defined.

In the QA Supervisors view, the Agent Performance component displays all agents from theTrainees department over the last seven days.

In the Business Manager view, the Agent Performance component displays all agents from theentire business unit over the last thirty days.

1What Information Appears in the Components?


What are Customized Components (Generic Queries)?In addition to themany components that are provided by My Universe as building blocks, the GenericQuery component is provided to enable you to create an original, customized component.

When you create a customized component, you select a query from the Business Analyzer to serve as thebasis of information for the component. The results of the query appear in the new component.

You can create one or more generic queries, thereby designing a unique, customizedMy Universe portal.SeeWhat are the My Universe Components on page42.

1What are Customized Components (Generic Queries)?


Opening My UniverseMy Universe is part of the NICE InteractionManagement Applications Suite and can be accessed from theNICE InteractionManagement navigation bar.

To open My Universe:

1. Log in to NICE InteractionManagement.

2. In the navigation bar, click My Universe.

Your My Universe portal opens, showing your default view.

If several views were assigned to you (and you have the proper privileges), you can select aview for display by clicking the in the Views toolbar.

If you have proper privileges, you can create andmodify views. SeeView Creation andManagement on page19.

1Opening My Universe


Navigating My UniverseWhen you open your My Universe portal, your default view appears. The components in the default viewdisplay themost recent information retrieved from NICE InteractionManagement.

In the example below, the QA Supervisors view appears in the portal. This view is comprised of fourcomponents.

The name of the view that is currently displayed appears in the top, left corner of My Universe.

The Views toolbar appears in the top, right corner of My Universe. SeeWhat Tools are Availablein the View Toolbar? on page26.

If you havemore than one view assigned to you (and you have the proper privileges), you canselect a different view for display by clicking .

If you have the proper privileges, you canmodify the settings of the current view and createnew views. SeeView Creation and Management on page19.

What is Runtime Mode? What is Design Mode?My Universe provides twomodes; eachmode has its own interface and functionality:

Runtimemode: When you openMy Universe, you are immediately in Runtimemode. In this mode,your default view is displayed, providing you with up-to-date information about NICE InteractionManagement. If you have the proper access privileges, youmay be able tomodify your currentview and change views. SeeModifying Views During Runtime on page36.

1Navigating My Universe


Designmode: If you have the proper access privileges, you can enter the View Manager and workin Designmode. In this mode, you can create andmodify views. In the View Manager, you cancreate new views andmodify your own views; if you have the proper privileges, you canmodifyother views as well. SeeCreating Views via the View Manager on page27.

How Often is the System Refreshed?When you log in toMy Universe, the system is refreshed automatically and the components in the currentview display up-to-date information. The system is also refreshed automatically whenever you changeviews.

NOTE:

To refresh the data displayed in the component (on demand), from the Component toolbar

click Refresh.

Specific components are refreshed automatically as follows:

TheMyPackages component is refreshed every tenminutes. Since the Coaching server alsorefreshes itself every tenminutes, there can be an additional time lag before themost recentpackages appear in the component.

All components that deal with Trends, Evaluation status orMonthly Comparisons as well astheAgent Performance component are refreshed every twenty-four hours.

TheGeneric Query component has a customized refresh setting. When the component is defined,the creator determines how often the component will be refreshed. The default is that thecomponent is never refreshed - meaning that the component is only refreshed when all of MyUniverse is refreshed automatically.

Navigation ToolsSeveral toolbars are provided to assist the user in navigatingMy Universe.

Component Toolbar

Each component provides the following tools in its title bar:

Use the tools as follows:

Tool Description

Displays a description of the component.

Refreshes the data displayed in the component (on demand).

1How Often is the System Refreshed?


Tool Description

Opens a window in which you define the component settings. Defining settingsrequires appropriate access privileges.

Minimizes/maximizes the component so that only the title bar is displayed.

If the creator of your view disallowed it, you will not be able tominimize thecomponent.

Displays the component in a separate window. This enables you to view all theinformation displayed in the component in a separate window.

Removes the component from your current view. This is a temporary removal;when you open the view again, the component is displayed in the view.

If the creator of your view disallowed it, you will not be able to delete thecomponent from the current view.

Chart Toolbar

In reports displayed as a chart, the Chart toolbar is provided to assist the logged in user to perform data andvisuals manipulation in the chart.

Use the tools as follows:

Tool Description

Load Defaults:Allows you to revert to the default appearance of the report.

1Chart Toolbar


Tool Description

3D Toolbar provides the following:

3D/2D

Rotate View

Rotate Around X Axis

Rotate Around Y Axis

Clustered (Z Axis)

Export

When you click the Export button, there are two options:

Copy to a Clipboard, as a Bitmap, Metafile, or Text (data only)

Print

Gallery: Use the Gallery drop-down list to select the chart type to bedisplayed:

Bar

Line

Scatter

Curve

Pallet Selector:Click here to change the color scheme used in the report.

Axes Setting:Click on this button and use the drop-downmenu to decide thetype of lines and labels used for the X and Y axes.

Legend Box:Click on this button to remove the legend that appears in the report.

1Chart Toolbar


Tool Description

Zoom:Provides standard zoom options.

Properties:Opens the Properties window. From here you can perform all actionsmentioned in this table on amore granular and detailed level.

Time Period Toolbar

The Time Period toolbar appears in some reports and allows the logged in user to navigate between timeperiods for display.

1Time Period Toolbar


2:View Creation and ManagementA view is a group of components grouped together in a specific layout. Each view provides a differentperspective of information gathered from NICE InteractionManagement.

Example:

The following views were created:

QA Supervisors: Provides supervisors with information regarding their agents. This viewincludes the following components: Scheduled Reports, Agent Performance, Evaluation Status,Monthly Comparison - Quality andMonthly Comparison - Productivity.

Business Managers: Provides managers with a business perspective. This view includes thefollowing components: Scheduled Reports, Recent Highlights, Productivity Trend and AgentPerformance.

Agents Display: Provides agents with information regarding their own performance. This viewincludes the following components: My Latest Evaluations, My Coaching Packages, My LatestInteractions, My Evaluation Trend andMy Productivity Trend.

Each of these views were assigned to different users of My Universe.

Views are assigned to users. Some users may have one view only; other users may have several views.When a user opens theMy Universe portal, his/her default view appears in the portal - displaying specificcomponents. If the user has several views assigned to him/her (and has the proper privileges), the user canthen select which view to display.

This section provides instructions for creating andmodifying views. In order to create/modify views youmust have the proper access privileges. SeeMy Universe Privileges on page157.

Contents

What is a View? 20Strategies for Creating Views 22What Tools are Available in the View Toolbar? 26Creating Views via the View Manager 27Modifying Views During Runtime 36


2

What is a View?A view is a group of components organized together in a specific layout.

When a view is created, the following information is defined:

A view name. When the view is displayed inMy Universe, the view name appears at the top, leftcorner of the portal.

Which components are in the view and where they are positioned (layout).

What information is displayed within each component. This information is defined in the Settingswindow per component per view.

Which users are assigned the view. A view can be designated as a default view for specific users.

Each time a user logs into My Universe, the users default view appears displaying specific components. Ifthe user has more than one view assigned to him/her (and has the proper privileges), the user can thenselect a different view to display in the portal. SeeSelecting a View on page36.

Here are two example views: The first view, Agent Activities, was created for agents to see the status oftheir own performance, the second view, Manager, was created for managers to analyze the performanceof their agents.

2What is a View?


How are Views Created?Views are created via the View Manager. The View Manager is the Designmode interface within MyUniverse that enables users to create new views andmodify existing views. Youmust have the properprivileges to open the View Manager and create views. The creator of a view can always modify the view,even if it has been assigned to users. SeeCreating Views via the View Manager on page27.

Some users have permission tomodify their own views during runtime. These users canmodify the currentview definition and create a new view based on the current view. SeeModifying Views During Runtimeon page36.

2How are Views Created?


Strategies for Creating ViewsWhen you create a view, youmust consider the audience that will be using the view. This section providesguidelines for creating views for different audiences. Keep inmind that these strategies are globalsuggestions; the needs in your site may differ.

Creating a View for AgentsUse the guidelines below to help you create a view for the agents at your site.

Assign A Default ViewIn many cases, when agents log into My Universe, they will have one view and they will not have theprivilege to select between different views. Therefore, if you createmore than one view for agents, makesure to assign only one view as the default.

SeeModifying a View via the View Manager on page32 for instructions on assigning a default view.

Assign Components to an Agents ViewThe Agents view inMy Universe should provide agents with the tools they need to analyze theirperformance. My Universe provides several components which are geared to agents and these displayinformation about the logged-in user.

The following components are specifically geared towards agents:

My Packages: Displays the coaching packages that were sent to the logged-in agent. The agentcan click on a coaching package to open it and review it.

My Latest Evaluations: Displays the evaluation scores for the logged-in agent.

My Latest Feedbacks on page97: Displays the latest scores the logged-in agent received oncustomer feedback surveys.

My Latest Interactions: Displays the latest interactions that the logged-in agent handled.

My Schedule: Displays the upcoming shifts for the logged-in agent in ascending order. It alsodisplays the agents monthly adherence to the schedule.

My Latest Notifications: displays notifications received from other applications (for example,Insight Manager, Quality Planner, or KPI).

Feedback Trend (configured for agent use): Displays the trends of the agents average feedbackscores and the average feedback scores of the direct group in which he/she is amember.

Feedback Comparison (configured for agent use): Displays an agents feedback scorescompared to the feedback scores of his/her groups.

2Strategies for Creating Views


Productivity Comparison (configured for agent use): Displays the agents productivity scorescompared to the productivity scores of their groups.

Quality Comparison (configured for agent use): Displays the evaluation scores of the agentcompared to the evaluation scores of their groups.

Productivity Trend (configured for agent use): Displays the trends of the agents averageproductivity scores and the average productivity scores of the groups in which he/she is a directmember.

NOTE: You can addmany other components as well. When adding components,you should determine whether the component should run under creator privilegesor not. SeeDefine That Specific Components Will Run Under CreatorPrivileges below.

Define That Specific Components Will Run Under Creator PrivilegesIf you want the logged-in agent to see information about other agents within a component, youmust definethat the component will run under creator privileges. This is necessary since agents generally do not havethe privilege to query information about other agents, while the creator does have that privilege.

This is defined by selecting theRun under Creator privilege checkbox ( ) in theComponent Privileges area. SeeDefining Privileges on page132.

Example:

You place the Quality Trend component in the Agents view and you define that the componentdisplays a comparison of all agents in the QA group (consisting of twenty-five agents). Youdefine that the Quality Trend component will run under creator privileges.

The Agents view is assigned to fifty agents - including John Smith.

When John Smith logs into My Universe, the Agents view appears with the Quality Trendcomponent. John Smith will see information about all twenty-five agents (even though he doesnot normally have querying privileges for these agents).

Define Whether Agents Can Minimize/Close a ComponentYoumust determine whether agents canminimize or hide a component from their view. Youmay decidethat some components should always remain displayed in the view, while other components may beminimized and/or closed by agents. This is defined by selecting theCan be ( )Minimized or Can Be Closed ( ) checkboxes in theComponent Privileges area. SeeDefining Privileges on page132.

2Creating a View for Agents


If you do allow components to beminimized/closed, the components will appear in their proper position inthe view the next time that the agent opens the view.

Define Whether Agents Can Edit a ComponentIn most cases, agents do not have the privilege to edit components, so this issue is not significant.

However, if agents do have the global privilege to edit components, but you do not want the agent to edit aspecific component in the view, clear theCan be Edited checkbox ( ) in theComponentPrivileges area. SeeDefining Privileges on page132.

Creating a View for YourselfAs a supervisor or business manager, youmay have the privilege to create views for yourself but not toassign views to others. SeeMy Universe Privileges on page157.

Example:

As a supervisor, you create several views for yourself:

QA View, New Trainees View and Special Campaign View. Depending on your task as hand,you can select the appropriate view for display.

Here are some guidelines:

Use the Save As FeatureIn the View Manager or during runtime, you can create a new view based on an existing view. This isespecially helpful if you want to create several similar views. SeeCreating a View Based on an ExistingView via the View Manager on page34 andCreating a View based on an Existing View DuringRuntime on page38.

Defining Component PrivilegesWhen creating a view for yourself, the settings in theComponent Privileges area are not significant.Since you are the creator of the component, you can always edit the component settings; and running thecomponent under creator privilege is the same as running the component under logged-in user privileges.

Creating a View for SupervisorsIn your organization, youmay be responsible for creating views for high-level users, such as supervisorsand business managers. SeeMy Universe Privileges on page157.

Here are some guidelines:

2Creating a View for Yourself


Use the Save As FeatureIn the View Manager or during runtime, you can create a new view based on an existing view. This isespecially helpful if you want to create several similar views. SeeCreating a View Based on an ExistingView via the View Manager on page34 andCreating a View based on an Existing View DuringRuntime on page38.

Define Whether Users Can Edit a ComponentDefine whether users assigned this view will be able to edit a component.

If this view is assigned to users who have the global privilege to edit other users components, decidewhether to allow the users to edit a specific component or not.

To allow users to edit component settings, select theCan Be Edited checkbox ( ) intheComponent Privileges area.

If you do not want to allow users to edit component settings, clear the checkbox. SeeDefiningPrivileges on page132.

When you clear the checkbox, only the creator of the component can edit the component settings -even if users have the global privileges to edit settings, they will not be able to edit this specificcomponent. SeeWho can Modify Component Settings? on page126.

2Creating a View for Supervisors


What Tools are Available in the View Toolbar?When you open your My Universe portal, the View toolbar appears in the top right corner.

The View toolbar provides the following tools to help you build andmanage views:

Tool Name Description

View Settings Displays the settings for the current view. SeeModifying the Current View During Runtimeon page36.

Select View Enables you to change the view. SeeSelectinga View on page36.

Save View Saves the current view (after the view wasmodified).

Save View As Enables you to create a new view based on theexisting view. SeeCreating a View based onan Existing View During Runtime onpage38.

View Manager Opens the View Manager: An interface withinMy Universe that displays all the previouslydefined views and enables you to create newviews andmodify existing views. SeeOpeningthe View Manager on the facing page.

2What Tools are Available in the View Toolbar?


Creating Views via the View ManagerThe View Manager is an interface within My Universe that displays all defined views. In the View Manageryou can create new views andmodify existing views. Youmust have the proper privileges to open the ViewManager and create views. SeeMy Universe Privileges on page157.

In the View Manager, you can do the following tasks:

Opening the View Manager below

Creating a New View via the View Manager on the next page

Modifying a View via the View Manager on page32

Creating a View Based on an Existing View via the View Manager on page34.

TIP: You can also create andmodify views during runtime, seeModifying ViewsDuring Runtime on page36.

Opening the View ManagerYoumust have the proper privileges to open the View Manager and create views.

Which views appear in the View Manager?

When you open the View Manager, all the views that you created are displayed. In addition, if you have theprivilege tomodify views created by other users, then those views are also displayed.

To open the View Manager:

In the top right corner of My Universe, click . The View Manager appears.

In the left pane (My Universe Views tree), a list of previously defined views appears. If there are nodefined views, this pane is empty.

In the tree, all the views that you created are displayed. In addition, if you have the privilege tomodifyviews created by other users, then those views are also displayed.

You can create new views, delete views andmodify views.

TIP: Each time you create/modify a view, youmust click Save .

2Creating Views via the View Manager


To close the View Manager:

In the top right corner of the View Manager, click . The View Manager is closed and theMyUniverse portal reappears.

Creating a New View via the View ManagerIn the View Manager, you can create one or several views via theMy Universe Settings wizard. For eachview, you can define the following details:

A view name. This namemust be unique.

The components in the view.

The settings for each component.

The users that are assigned this view.

You can determine that the view is not yet available to the users. This is helpful while creating views,before you are ready for the views to be available in runtime. The view will be saved, but the users willnot have the view available to them.

In the wizard, you cannot assign this view as a default for users. This can only be performed bymodifying a view after the view is created and saved.

After you define a view in theMy Universe Settings wizard, youmust save the view.

After you save a view, you can preview it. This enables you to determine whether the view is satisfactory.If it is not satisfactory, you canmodify the view as needed. SeePreviewing a View on page31.

After you save a view, you can assign the view as a default for users. SeeSetting the View as a Defaulton page32.

To create a view via the View Manager:

1. Open the View Manager. SeeOpening the View Manager on the previous page.

2. In the left pane of the View Manager, click . TheMy Universe Settings wizard starts.

2Creating a New View via the View Manager


3. Enter aView Name and aDescription. The name of the view must be unique.

4. Click Next. TheGroups/Users Selection window appears.

5. Select the users that can use this view as follows:

From theResource Tree, select a group. You can select theAll Users group to include all the users in theorganization.

The group name, its subgroups and themembers of the group appear in theAvailable Items listbox.

Remember that if you select theAll Users group, only those users for whom you have viewingprivileges will be displayed!

a. From theAvailable Items list box, select groups/users andmove them to theSelected Items listbox. You can select the entire group, one or several subgroups and/or specific users in the group.



TIP: You can enter the first letters of a user name in the text box above theAvailable Items list box to quickly jump to the appropriate user name.

b. If the view should be available to the users, selectMake this view available. If you do not selectMake this view available, the view is saved but the assigned users will not have the viewavailable to them.

6. Click Next. The Component Display Selection window appears. In this window, select thecomponents in the view, define the position for the components in the view, and define the settings foreach of the components.

NOTE: The number of branches that appear in the Components window is site-specific!

You can copy the settings from an existing view to use as a basis for the new view (see Step 7).

You can add components to the view one by one (see Step 8).

7. To copy the components and settings from a existing view, click theCopy Settings From dropdownarrow and select a view. The components defined for the selected view appear in the window.

You can now modify the view by adding/deleting/moving components (see Step 8) or changingcomponent settings.

8. To select components for the view, do the following:

In theComponents list, expand a branch and select a component.

c. Double-click the component or click . This moves the component name either to the Left orMiddle list boxes, representing the position of the component when this view is displayed in theportal.



Some components can only appear in themiddle area of the portal, since this area is wider,therefore the component name is moved to theMiddle list box. You cannot move thesecomponents to the Left/Right list boxes.

Other components can appear in any area of the portal. These components are first moved to theLeft list box. You can position the components in any of the list boxes.

d. If the component was placed in the Left list box, you canmove the component to a differentposition using the arrow buttons ( ). Place the component in the appropriate list box(Left/Middle/Right) which represents where you want the component to appear on the portal.

e. Use the arrow buttons ( ) to move the component up/downwithin the Left/Middle/Rightareas.

f. Repeat this procedure for each component that you want to display in the view.

To delete a component from a list box, select the component and click .

9. Define component settings, as follows:

From the Left/Middle/Right list boxes, select a component name and click Edit Component . TheSettings window appears.

g. Define the settings for the component and click OK. SeeWhat are the My UniverseComponents on page42 for details on component parameters.

10. Click . The view appears in theMy Universe Views tree in the left pane.

11. After the wizard closes, click Save to save the view.

The view is created. You can now do the following:

Previewing a View

Setting the View as a Default

Previewing a View

After a view is saved, you can preview it. This means that you can see how the view will appear duringruntime.

To preview a view.

1. In the View Manager, select a view.

2. Click Preview . The view appears exactly as it will be displayed to the users who select thisview.

3. Click to close the preview.

2Previewing a View


Setting the View as a Default

After a view is saved, you can set the view as a default for specific users. If a different view was previouslydefined as the default for the same users, the old default is cancelled.

To set a view as a default:

1. In the View Manager, select a view.

2. Click theUsers tab.

3. From theSelected Items list, select the users that will have this view as their default view.

4. Click Set .

5. Click Save (in the top, right corner of the View Manager) to save the changes to the view.

Modifying a View via the View ManagerIn the View Manager, you can select a view andmodify its definition. Depending on your privileges, youmay be able tomodify all views (even those created by others) or modify your own views only. SeeMyUniverse Privileges on page157.

If a view has already been assigned to users, you can still modify its definition. When you save themodified view, a prompt appears notifying you that the view has been assigned to users, and asking if youwish to save the changes. If you choose to save the changes, the view will change for all the usersassigned to the view.

After youmodify the view, youmust save it.

After you save a view, you can preview it. This enables you to determine whether the view is satisfactory.If it is not satisfactory, you canmodify the view as needed. SeePreviewing a View on the previous page.

2Setting the View as a Default


To modify a view via the View Manager:

1. Open the View Manager. SeeOpening the View Manager on page27.

2. In theMy Universe Views tree, select a view.

3. In theGeneral tab, you canmodify theView Name andDescription.

4. In theSettings tab, you canmodify which components are in the view by adding/removingcomponents from the Left/Middle/Right list box.

You canmodify the layout/position of the components by moving components up/down ormoving components to different list boxes (when allowed).

You can edit the settings for a component, by selecting a component and clicking .

5. In theUsers tab, you canmodify which users are assigned the view by adding/removing users fromtheSelected Items list box.

2Modifying a View via the View Manager


You can determine whether the view is available to these users or not by selecting/clearingMake the view available.

You can assign this view as the default view for specific users by choosing users from the

Selected Items list box and clicking (This option is not available through the wizard.)

6. After youmodify the view definition, click Save (in the top, right corner of the View Manager) tosave the view.

If the view has already been assigned to users, a prompt appears.

7. If you want to modify the assigned view, click Yes.

You can now preview the view. SeePreviewing a View on page31.

Creating a View Based on an Existing View via the View ManagerYou can define a view and then you create other views based on this original view.

2Creating a View Based on an Existing View via the View Manager


Why is this helpful?Lets assume that you defined a view for QA managers that includes six components. For each of thesecomponents, you defined the component settings as well. Now, you want to create a view for othermanagers, and four of the components will be the same. You can save the QA Managers view as a newview, edit it and then save the new view. The components and their settings are already incorporated in thenew view.

To create a view based on an existing view via the View Manager:

1. Open the View Manager. SeeOpening the View Manager on page27.

2. In theMy Universe Views tree, select a component and click . The Save View As windowappears.

3. In theSave View As field, enter a name for the new view. In theView Description field, enter alogical description.

4. Click OK. The tree is refreshed to display the new view.

5. You canmodify the new view as needed. SeeModifying a View via the View Manager on page32.

2Creating a View Based on an Existing View via the View Manager


Modifying Views During RuntimeIf you have the proper privileges, you can open the views that have been assigned to you in theMyUniverse portal andmodify the views as needed.

Depending on the defined privileges, some users canmodify only the views that they initially created; otherusers canmodify views created by others. SeeWho can Modify Component Settings? on page126.

You can do the following tasks:

Selecting a View below

Modifying the Current View During Runtime below

Setting the Current View as the Default View During Runtime on the facing page

Creating a View based on an Existing View During Runtime on page38

Selecting a ViewIf more than one view has been assigned to you, you can change your view as needed.

To select a view:

In your My Universe portal, click Select View . The portal is refreshed to display the selectedview.

Modifying the Current View During RuntimeYou canmodify the current view by redefining which components are in the view and changing the positionof the components. If the creator of the view enabled component editing, you can alsomodify componentsettings.

The following information cannot bemodified:

You cannot modify the list of users that are assigned the view.

You cannot modify theAdditional Component Settings information for any component.

This information can only be defined via the View Manager. SeeModifying a View via the ViewManager on page32.

After youmodify the view, youmust save the changes to the view (by clicking in the View toolbar).

To modify the current view:

1. In the Views toolbar, click Select View . The portal is refreshed to display the selected view.

2. Click View Settings . The Components Display Selection window appears.

2Modifying Views During Runtime


NOTE: The number of branches that appear in the Components window is site-specific!

3. You canmodify which components are in the view by adding/removing components from theLeft/Middle/Right list box.

To add a component, select the component from theComponents list box and click toplace the component in the Left/Middle list box.

To delete a component from a list box, select the component and click .

4. You canmodify the layout/position of the components by moving components up/down or bymoving components to different list boxes (when allowed) . Some components can be place intheMiddle list box only.

5. If the creator determined that the component settings can be edited, you canmodify settings for acomponent by selecting a component by clicking . In the displayed Settings window, definecomponent settings and click OK. SeeWhat are the My Universe Components on page42.

6. Click Finish to save the changes to the view. The portal is refreshed to reflect these changes.

7. To save themodified view, click in the View toolbar. A confirmationmessage appears. Click OK.

Setting the Current View as the Default View During RuntimeSince several views may be assigned to you, you can determine that one view is your default view. Thismeans that each time you open your My Universe portal, the default view appears.

To set the current view as the default view:

1. In your My Universe portal, click Select View .

2Setting the Current View as the Default View During Runtime


The Select View window appears.

2. Select the view that you want to set as the default view, and click .

The symbol appears over the selected view to indicate that it is the default.

Creating a View based on an Existing View During RuntimeYou can create a new view based on an existing view. The new view can then be edited byremoving/adding components and changing component settings.

To create a new view based on the current view:

1. Select a view: In your My Universe portal, click Select View . The portal is refreshed to displaythe selected view.

2. Click Save View As . The Save View As window appears.

2Creating a View based on an Existing View During Runtime


3. In theSave View As field, enter a name for the new view. In theView Description field, enter alogical description.

4. Click OK. A confirmationmessage appears. Click OK. The portal is refreshed to display the new view.

5. You can now modify the new view, as needed. SeeModifying the Current View During Runtime onpage36.

2Creating a View based on an Existing View During Runtime


3:My Universe ComponentsMy Universe components are the building blocks of My Universe. Each component provides up-to-dateinformation retrieved from NICE InteractionManagement. When a user opens his/her My Universe portal,the current view appears - with its defined components.

Contents

What are theMy Universe Components 42Defining Component Settings 125Additional Actions 135


3

What are the My Universe ComponentsMy Universe components are the building blocks of My Universe. Each time you create a view, you placecomponents in the view. When a user opens his/her My Universe portal, the current view appears - with itsdefined components. Each component provides up-to-date information retrieved from NICE InteractionManagement.

My Universe components are divided into categories as represented by the branches in the Componentstree (in theMy Universe Views Wizard). The categories, and the components displayed within thecategories, are site-specific; depending on the configuration of your site.

3What are the My Universe Components


See:

My Universe - Analytics below

My Universe - Queries on page85

My Universe - Real Time Authentication

My Universe - Reports on page58

My Universe - Social Media on page112

My Universe - Tools on page122

NOTE: The number of branches that are available is site-specific!

This section describes each component and the settings that can be defined for each component. See alsoDefining Component Settings on page125 for details on defining component settings.

My Universe - AnalyticsThe table below describes the component under the Analytics branch.

3My Universe - Analytics


Component Description Designated for:

Increase First CallResolution: PackagesAnalysis Summary

Displays a summary of selected Insight Managerreports that provide the Business Manager withinsight into transactions not resolved during the firstcall.

This component is available for sites that have theFCR package installed.

Note: The Increase First Call Resolution:Packages Analysis Summary component is notcovered in this guide. See the First ContactResolution (FCR) Guide for further information.

Business Manager

KPI Analysis Displays selectedmetrics to optimize agent andsupervisor behavior. Each KPI identifies specificrelevant interactions thereby uncovering thesystemic root-cause relating to agent/supervisorproblems, and enabling remedial action.

Note: The KPI Analysis component is not coveredin this guide. SeeMy Universe KPI Analysis Guideand the KPI Management Guide for furtherinformation.

Supervisor/BusinessManager/Agent

Category Monitor This component enables a supervisor to play backandmonitor categorized interactions in real time.

SeeCategory Monitor below.

Supervisor/BusinessManager

Hot Topics This component displays a quick view of themostmentioned Hot Topics for a defined period.

See one of the following:Hot Topics for Release 4.1.26 on page47

Hot Topics for Release 4.1.45 on page52


Category Monitor



General DescriptionThis component enables a supervisor to receive alerts from the system, according to Real Time categoriesthat trigger a Real Time event.

Categories are the tools which enable you to classify your interactions based on different filter criteria (forexample, detected words/phrases/emotions). These categories are defined in the Insight Manager. Forfurther information on categories, see the Insight Manager Guide.

An interaction that meets the defined criteria for a category triggers the real time event and is displayed asan alert in the Category Monitor component.

Once the alert is received, the user can perform playback, Real Timemonitoring, and view details regardingthe customer.

The Category Component provides the following functions:

NOTE:

All functions are accessed via the right-click menu:

Play - (selecting this function opens the player). When you press Play the interactions startsplayback from the time the interaction started, to when you pressed play.

Monitor - (selecting this function opens the player) Real Timemonitoring starts from the pointwhere you press Monitor. Note that Real Timemonitoring works only if the call is still beingrecorded.

After the interactions has ended, the user can use the Playback function to play the call from thebeginning to the end.

Customer Interactions - Selecting this function opens a new window that displays customerdetails (if this is a customer that exists in the system). The window that appears displays:

Customer ID

Segment Type (CRM details, for example, golden customer or students)

Age (in years)

Seniority (years plus months)

Location (the customers address)



The last 5 (maximum) interactions for this customer. Playback of these interactions ispossible via the Player.

Component Settings

Define the following:

Component Title: In the General tab, define the displayed title in the component (optional). SeeDefining a Component Title on page129.

Component Privileges: In the General tab, define parameters regarding the behavior of thecomponent during runtime, such as whether users will be allowed to edit the component duringruntime. These parameters can only be defined via the Views Manager; if you opened the Settingswindow during runtime, the checkboxes in this area are disabled. SeeDefining Privileges onpage132.

Agents/Groups Mode: In the Agents/Groups tab, select Selected Agent/Groups mode, to allowthe supervisor to see results for the agents and groups selected under Evaluated Agents/Groups(see below), or select Supervisor Mode to allow the Supervisor or Manager to automatically seeresults for agents that he/shemanages.

Agents/Groups Display: In the Agents/Groups tab, if you select SelectedAgent/Groups mode,select which agents/groups you want to display. Youmust have viewing privileges over theseagents/groups. When you select groups, it is the agents that belong to that group that aredisplayed, and not the group itself. SeeDefining Agents/Groups Displayed in the Componenton page129.

Selected Categories: (mandatory) In the Categories tab, from theAvailable Categories list box,select the categories for display and click . The category names appear in the SelectedCategories list box.



Hot Topics for Release 4.1.26

General DescriptionThe Hot Topics component gives an out-of-the box, birds-eye view, of the Contact Centers mostmentioned topics. There is no need to define any lexicon or categories. By examining interactions perperiod, greater value and understanding of themain issues can be reached automatically.

NOTE:Hot Topics functionality requires a TMS Server.Hot Topics can be analyzed for voice interactions only.You can define only up to 5 Hot Topic components. Each component requires 100 STT hours perday (to transcribe the voice interactions). Therefore, amaximum of 500 STT hours are required perday.

The Hot Topics component provides the Contact Center Manager, Business Analyst, and additionaldecisionmakers, as well as Junior Managers, an ad hoc snapshot of themost mentioned topics asexpressed by customers during a given time period. For example, if the customer is constantly mentioningin their interactions topics such as: online payment issues or long queue times, the Hot Topics componentwill show that these are prominent topics that should be further investigated and assessed.

The Hot Topics component:

Shows a snapshot of top number of hot topics that werementioned in the interactions.

Shows Hot Topics as well as specific key phrases per topic.

Compares the current period to a previous period, showing the trend per topic.

A topic represents a group of interactions that have a common theme. It contains key phrases, either singlewords or phrases, where each key phrase has a significant score within the topic (rank) which implies howmuch this key phrase represents the topic (theme). The key phrase is displayed as a bubble in the HotTopic cloud and its significance (the rank) is shownwith its location within the cloud. This visual formatallows for quick perception of themost significant key phrases mentioned in the interactions.

Below are examples of Hot Topics and the key phrases included in the Hot Topic. Each cluster representsa topic and each topic is combined of unique key phrases for that topic:



In the Hot Topics component, a table displays the following information:

Hot Topic Name - displays the top 3 key phrases in the Hot Topic.

Rank - represents the volume of the selected Hot Topic compared to the other Hot Topicsduring the current time period. The range is between 1 and 7 where 1 represents the highestvolume.

Previous Rank: displays the Hot Topic rank from the previous time period.

Changes from last period: displays a comparison of the current time period and the previoustime period.

Hot Topics Cloud AnalysisYou can select up to 7 Hot Topics to display a text cloud which is a visual representation of the data. (ClicktheShow Selected button).

You can also export the selected Hot Topics to an Excel file that displays detailed information of each HotTopic and its key phrases.(Click theExport Selected button)

The Hot Topic cloud displays rings of circular bubbles. These bubbles contain the key phrases that belongto the selected Hot Topic. The proximity of the key phrase bubble to the center of the Hot Topic cloudsignifies the importance of the key phrase. The closer it is to the center of the cloud, themore important thekey phrase.



Drag the scroll bar on the left side of the screen to zoom in or double-click the Hot Topic cloud and the cloudis enlarged and centered.

Double-click a key phrase bubble to zoom in and enlarge the key phrase for more information:

This displays the key phrase rank, that is the significance of the key phrase within the HotTopic. The rank range is between 1 and 100, when 100 represents themost significant rank score.

This displays the key phrase trend, for example, no change (same as in the Hot Topics

component table). If it is the first time the key phrase appears, the icon appears.

This displays the number of times the key phrase appeared within the interactions that are partof the Hot Topic, for example 83.



Click the zoom out icon at anytime to zoom out and revert the screen back and view all the selected HotTopic clouds.



Component Settings


Component Title:Define the displayed title in the component (optional). SeeDefining aComponent Title on page129.

Number of Hot Topics: Define the number of Hot Topics to be displayed in the component. Amaximum 7 topics can be displayed.

Analysis Period: Define the period of time on which to perform the analysis. The analysis periodcan be changed on the fly. You can choose one of the following:

Yesterday - This compares yesterday, for example Tuesday, to the previous day, Monday.



NOTE: Trend analysis does not occur when the analysis period is Yesterday and that dayoccurs on a weekend. For example, if the analysis period is on aMonday, then the day that itshould be compared to is Sunday, which is part of the weekend. In this case, Monday will notbe compared to Sunday. since Sunday is not a week day. The reason the trend will not becalculated is that a comparison is not realistic sincemost interactions occur during the workweek, and not on the weekend, therefore the amount of key phrases and their frequency aresignificantly less than on a weekday.

Yesterday, compared to previous week - This compares yesterday, for example Tuesday,to the same day the previous week, last Tuesday.

Last Week - This compares the complete week, for exampleMonday to Friday, to the lastcomplete week - last Monday to Friday.

Last Month - This compares the last completemonth, for example November, to the previouscompletemonth - October.

Group Selection: Select which groups of a Line of Business for which interactions you want HotTopics information.

From theResource Tree, select one or more user groups.

a. The group name, its subgroups and themembers of the group appear in theAvailable Items listbox.

b. From theAvailable Items list box, select groups, andmove the required groups to theSelectedItems list box.

You can select the entire group, one or several subgroups and/or specific users in the group.

TIP: You can enter the first letters of a user name in the text box above theAvailable Items list box to quickly select the appropriate user name.

Component Privileges: define parameters regarding the behavior of the component duringruntime, such as whether users will be allowed to edit the component during runtime. Theseparameters can only be defined via the Views Manager; if you opened the Settings window duringruntime, the checkboxes in this area are disabled. SeeDefining Privileges on page132.

Hot Topics for Release 4.1.45



General DescriptionThe Hot Topics component gives an out-of-the box, birds-eye view, of the Contact Centers mostmentioned topics. There is no need to define any lexicon or categories. By examining interactions perperiod, greater value and understanding of themain issues can be reached automatically.

NOTE:Hot Topics functionality requires a TMS Server.Hot Topics can be analyzed for voice interactions only.You can define only up to 5 Hot Topic components. Each component requires 100 STT hours perday (to transcribe the voice interactions). Therefore, amaximum of 500 STT hours are required perday.

The Hot Topics component provides the Contact Center Manager, Business Analyst, and additionaldecisionmakers, as well as Junior Managers, an ad hoc snapshot of themost mentioned topics asexpressed by customers during a given time period. For example, if the customer is constantly mentioningin their interactions topics such as: online payment issues or long queue times, the Hot Topics componentwill show that these are prominent topics that should be further investigated and assessed.

The Hot Topics component:

Shows a snapshot of top number of hot topics that werementioned in the interactions.

Shows Hot Topics as well as specific key phrases per topic.

Compares the current period to a pervious period, showing the trend per topic.

A topic represents a group of interactions that have a common theme. It contains key phrases, either singlewords or phrases, where each key phrase has a significant score within the topic (rank) which implies howmuch this key phrase represents the topic (theme). The key phrase is displayed as a bubble in the HotTopic cloud and its significance (the rank) is shownwith its size and location within the cloud. This visualformat allows for quick perception of themost significant key phrases mentioned in the interactions.

Below are examples of Hot Topics and the key phrases included in the Hot Topic. Each cluster representsa topic and each topic is combined of unique key phrases for that topic:



Hot Topics Table DisplayIn the Hot Topics component, a table displays the following information:

Hot Topic Name - displays the top 3 key phrases in the Hot Topic.

Rank - represents the volume of the selected Hot Topic compared to the other Hot Topicsduring the current time period. The range is between 1 and 7 where 1 represents the highestvolume.

Previous Rank: displays the Hot Topic rank from the previous time period.

Changes from last period: displays a comparison of the current time period and the previoustime period.

Hot Topics Action ButtonsIn addition, in the Hot Topics component, the following 3 action buttons are available:

Show Selected.You can select Hot Topics to display a text cloud which is a visual representationof the data.

Export Selected. You can also export the selected Hot Topics to an Excel file that displaysdetailed information of each Hot Topic and its key phrases.

Create Category - You can create a new Discovery Category composed of a Hot Topic that isalready configured with user groups. Select one Hot Topic and click theCreate Category button.You are redirected to Insight Manager to immedialtly create a new Discovery Category. The HotTopic words and phrases are automatically inserted with a certainty above 85, under organizationgroup the LexiconManager. For more details, see the Insight Manger Guide and LexiconManagerGuide.



Hot Topics Cloud AnalysisThe Hot Topic cloud displays a cluster of circular bubbles. Up to 12 Hot Topics clouds can be displayed.These bubbles contain the key phrases that belong to the selected Hot Topic. The proximity of the keyphrase bubble to the center of the Hot Topic cloud signifies the importance of the key phrase. The closerthe key phrase bubble is to the center of the cloud, themore important the key phrase. Drag the scroll baron the left side of the screen to zoom in or double-click the Hot Topic cloud and the cloud is enlarged andcentered.

Key Phrase AnalysisKey Phrase analysis provides an abundance of useful information:

Hover over a key phrase bubble to enlarge the key phrase and display the following addedinformation:

Rank- This displays the key phrase rank, that is the significance of the key phrase within theHot Topic. The rank range is between 1 and 100, where 100 represents themost significantrank score.

Trend - This displays the key phrase trend, for example, 33%.



Double-click a key phrase to see the top related interactions containing the chosen key phrase. Forexample:

In the Related Interactions table, you can:

See the Rank and Trend of the key phrase (this is the same information that you see whenhovering over the key phrase bubble).

See a list of up to 10 interactions in which the selected key phrase appears.

Double-click the interaction or click the play button, to open the player and listen to the relatedinteraction that contains the key phrase.



At anytime, you can:

Click theKey phrase with greatest rank change icon to highlight up to 10 key phrases in thebubble that have the greatest rank change both positive and negative.

Click the Zoom Out icon to zoom out and revert the screen back and view all the selected HotTopic clouds.

Component Settings





Analysis Period: Define the period of time on which to perform the analysis. The analysis periodcan be changed on the fly. You can choose one of the following:

Yesterday - This compares yesterday, for example Tuesday, to the previous day, Monday.

NOTE: Trend analysis does not occur when the analysis period is Yesterday and that dayoccurs on a weekend. For example, if the analysis period is on aMonday, then the day that itshould be compared to is Sunday, which is part of the weekend. In this case, Monday will notbe compared to Sunday. since Sunday is not a week day. The reason the trend will not becalculated is that a comparison is not realistic sincemost interactions occur during the workweek, and not on the weekend, therefore the amount of key phrases and their frequency aresignificantly less than on a weekday.

Yesterday, compared to previous week - This compares yesterday, for example Tuesday,to the same day the previous week, last Tuesday.

Last Week - This compares the complete week, for exampleMonday to Friday, to the lastcomplete week - last Monday to Friday.

Last Month - This compares the last completemonth, for example November, to the previouscompletemonth - October.

Group Selection: Select which groups of a Line of Business for which interactions you want HotTopics information.

From theResource Tree, select one or more user groups.

c. The group name, its subgroups and themembers of the group appear in theAvailable Items listbox.

d. From theAvailable Items list box, select groups, andmove the required groups to theSelectedItems list box.

You can select the entire group, one or several subgroups and/or specific users in the group.

TIP: You can enter the first letters of a user name in the text box above theAvailable Items list box to quickly select the appropriate user name.

Component Privileges: define parameters regarding the behavior of the component duringruntime, such as whether users will be allowed to edit the component during runtime. Theseparameters can only be defined via the Views Manager; if you opened the Settings window duringruntime, the checkboxes in this area are disabled. SeeDefining Privileges on page132.

My Universe - ReportsThe table below describes each of the components under the Reports branch. These components areprimarily designated for supervisors and agents, however, other users in the organization, such asbusiness managers, can also view My Universe components in order to access up-to-date information.

3My Universe - Reports



Agent Performance Displays a comparison of the overall performance ofselected agents.

Supervisor

Categories Report Displays the number of interactions in specificcategories and the detected trends over a definedperiod of time.


Evaluation Status Displays the number of interactions that wereevaluated for supervised agents within a specifictime period and the number of target evaluations peragent.

Note: Use this Component to monitor Targetadherence for interactions marked for QM that arenot covered by aQuality Plan defined in the QualityPlanner application.

Supervisor

Feedback Trend Displays the trends (line charts) of agent scoresand/or average group scores on customer feedbacksurveys.

Supervisor/Agent

FeedbackComparison

Displays a column chart of monthly averagefeedback scores (received on the customerfeedback surveys) per supervised agent/group -comparing the performance of this month with theprevious month.

Supervisor/Agent

ProductivityComparison

Displays a column chart of monthly averageproductivity scores (number of calls handled perhour) per supervised agent/group - comparing theperformance of this month with the previous month.

Supervisor/Agent

Quality Comparison Displays a column chart of monthly average qualityscores (evaluation scores) per supervisedagent/group - comparing the performance of thismonth with the previous month.

Supervisor/Agent

3My Universe - Reports



Quality ProgramStatus

TheQuality Program Status component displays asummary of the number of interactions tagged forevaluation and the number of evaluations performedfor the logged-in evaluator's agents or for the QMManager's evaluators (based on componentsettings).

Supervisor/QualityManager

Productivity Trend Displays the trends (line charts) of agent scoresand/or average group scores on productivity(number of calls handled per hour).

Supervisor/Agent

Quality Trend Displays the trends (line charts) of agent scoresand/or average group scores on evaluations.

Supervisor/Agent

Scorable List -Answer Distribution

Displays the breakdown analysis of a scorable listwith several answer choices, by percents ornumbers, in a given time frame.

Supervisor/QualityManager

Agent Performance

General DescriptionThis component enables a supervisor to compare the performance of selected agents.

This component displays the average productivity score, the average evaluation score and the averagefeedback score for selected agents within a defined time period. The component compares the currentaverages with previous averages and shows whether the average has improved over the last time period(Up arrow) or declined (Down arrow).

If your site is a SmartCenter integration (TotalView), theAdherence to Schedule score is also displayedfor these agents. This is a scored calculation based on an agents actual working hours as compared to theagents scheduled hours based on the selected time period (last 7 days, last 30 days and so on). Thelowest score is 0 and the highest score is 1. The score does not indicate whether the agent worked extrahours or not - it only indicates how closely the agent followed his/her assigned schedule!

3Agent Performance


NOTE: Themethod for calculating the adherence to schedule is determined via theSystem Administrator application.

Agent Performance displays the following information per agent:

TheAgentName column displays the list of selected agents.

TheProductivity column displays the average productivity score. The productivity score is aweighted calculation based on the number of calls handled per hour. It is determined by calculatingan average per day (based on the number of hours the agent worked that day) and then calculatingan overall average for the defined time period.

TheEvaluations Average column displays an average evaluation score. The numbers in theparenthesis represent the actual number of evaluation forms performed on the agent in the definedtime period.

The Feedback Average column displays an average feedback survey score. The numbers in theparenthesis represent the actual number of feedback surveys performed on the agent in the definedtime period.

TheAdherence to Schedule column displays the calculated score reflecting how close the agentfollowed his/her scheduled hours. A low score indicates that the agent deviated from the schedule;a high score indicates that the agent adhered to the schedule. The numbers in the parenthesisrepresent the actual number of scheduled hours for the agent in the defined time period.

Component SettingsFirst time setup is required! SeeDefining Component Settings on page125 for details on opening theSettings window.

3Agent Performance




Time Scope: Define a time frame for which data is displayed (such as: within the last 30 days). SeeDefining a Time Scope on page129. For example, if you select a time frame of seven days, then theaverages will reflect the productivity, evaluation scores and feedback survey scores over the last 7days. An arrow pointing up or down appears next to each score showing whether the current averageimproved/dropped compared to the previous average (over the previous 7 days).

Users/Groups Mode: Select Selected Users/Groups, to allow the supervisor to see results forthe agents and groups selected underEvaluated Agents/Groups (see below), or selectSupervisor Mode to allow the Supervisor or Manager to automatically see results for agents thathe/shemanages.

Evaluated Agents/Groups: Select which agents/groups you want to display. Youmust haveviewing privileges over these agents/groups. When you select groups, it is the agents that belongto that group that are displayed, and not the group itself. SeeDefining Agents/Groups Displayedin the Component on page129.

Component Privileges: Define parameters regarding the behavior of the component duringruntime, such as whether users will be allowed to edit the component during runtime. Theseparameters can only be defined via the Views Manager; if you opened the Settings window duringruntime, the checkboxes in this area are disabled. SeeDefining Privileges on page132.

3Agent Performance


Select Forms: Select the form(s) from which you want to take the evaluation data, for display inthe component. If All Forms is selected (default), data is taken from all forms that are used for theagents comparison. If you clearAll Forms and select specific forms, only evaluations that werecompleted using those forms are used when comparing agent performance. SeeDefining Formson page131.

Categories Report

General DescriptionThis component displays the number of interactions within specific categories as well as the occurrence ofdetected trends within these categories. The component displays selected categories within a defined timeperiod. Youmust have viewing privileges for these categories.

What are categories?

Categories are the tools which enable you to classify your interactions based on detected words/phrases.Each time you run a category, the category analyzes a set of interactions to detect specific words/phrasesused in these interactions. Categories are defined and run in the Insight Manager.

What are trends?

Trends are category patterns displaying an increase in interaction volume. You can scan one or multiplecategories for a single trend. Trends are defined in the Insight Manager.

In the Categories component, you can view the number of interactions in a category over a time period aswell as the trends that occurred in these categories.

The detected trends appear as circles.

Right-clicking a trend displays a tooltip listing the category type, the category name and the trendname.

3Categories Report


TIP: All the categories and all the trends that are represented by the circle aredisplayed together.One circle can represent more than one trend.One trendmay be associated with more than one category.



Component Title: (optional) Define the displayed title in the component. SeeDefining aComponent Title on page129.

3Categories Report


Time Scope: (mandatory) Define a time frame for which data is displayed (such as: within the last 30days). SeeDefining a Time Scope on page129.

View Options: Define whether a legend and/or a summary area will be displayed in thecomponents. SeeDefining Viewing Options on page131.

Selected Categories: (mandatory) From theAvailable Categories list box, select the categoriesfor display and click Add. The category names appear in theSelected Categories list box.

Selected Trends: (optional) TheAvailable Trends list box is dynamic: As you place categories intheSelected Categories list box, theAvailable Trends list box displays the trends that have beenassociated with the selected categories. From theAvailable Trends list box, select the trends fordisplay and click Add. The trend names appear in theSelected Trends list box.

Although selecting categories is mandatory, selecting trends is optional.


Evaluation Status

General Description

NOTE: Use this Component to monitor Target adherence for interactions markedfor QM that are not covered by aQuality Plan defined in the Quality Plannerapplication.

This component enables a supervisor to view how many interactions were evaluated for supervised agentswithin a specific time period and the number of target evaluations per agent.

This component displays the following information per supervised agent:

Calls to Evaluate: The number of interactions that were selected for QM (manually marked for QMin the Business Analyzer or defined via a Quality Recording Plan in the Rules Manager) and werenot yet evaluated within a specific time period.

Number of Evaluations: The number of evaluations that were performed on the supervised agentwithin a specific time period.

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Last Period Evaluations: The number of evaluations that were performed on the agent in theprevious time period.

Target: The number of evaluations to be performed on the agent, defined based on interactionsmarked for QM (manually marked for QM in the Business Analyzer or defined via a QualityRecording Plan in the Rules Manager).

Example:

If you define a time period of 7 days, then the component displays the following information:

Calls to Evaluate:Shows the number of calls that were handled within the last 7 days that mustbe evaluated.

Number of Evaluations: shows the number of evaluations that were performed within the last 7days.

Last Period Evaluations:Shows the number of evaluations that were performed the weekbefore (from 14 days ago till 7 days ago).

Target:Shows the total number of evaluations that you are required to perform on each agent.For example, the target value could be defined for a period of threemonths, with five evaluationsto be performed on agents with seniority of less than three years and 10 evaluations to beperformed on all agents with seniority of less than one year.

You can select an agent and click to open the Business Analyzer. Youmust have proper accessprivileges to this feature. In the Business Analyzer, you can:

View a list of all the interactions that were handled by the selected agent and were not yetevaluated. The columns that appear in the Business Analyzer Results pane display additionaldetails about these interactions.

Evaluate the interactions.


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Component TitleDefine the displayed title in the component (optional). SeeDefining aComponent Title on page129.

Time Scope: Define a time frame for which data is displayed (such as: within the last 30 days).SeeDefining a Time Scope on page129.

Users/Groups Mode: Select Selected Users/Groups, to allow the supervisor to see results forthe agents and groups selected underEvaluated Agents/Groups (see below), or selectSupervisor Mode to allow the Supervisor or Manager to automatically see results for agents thathe/shemanages.

Evaluated Agents/Groups: Select which agents/groups you want to display. Youmust haveviewing privileges over these agents/groups. SeeDefining Agents/Groups Displayed in theComponent on page129.


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Feedback Trend

General DescriptionThis component enables a supervisor to compare agent/group average scores on customer feedbacksurveys. It also allows an Agent to view a trend of his/her average feedback scores compared with theaverage feedback scores of the direct group in which he/she is amember.

This component displays the trends (line charts) of the average agent/group scores on customer feedbacksurveys. Each agent/group is represented by a different colored trend line.

This component also includes the Time Period toolbar. For further information, see Time Period Toolbaron page17.

TIP: The feedback score is the score received on the customer feedback survey.



Component Title: Define the displayed title in the component (optional). SeeDefining aComponent Title on page129.


Users and Groups: Select the specific agents/groups you want to display as follows:

1. If you are defining the component for an agent, select Allow agent to view self.

2. If you are defining the component for an agent and you want to include the average feedback scores ofthe direct group in which he/she is amember, select Allow agents to view their own group.

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3. If you are defining a component for a Supervisor, select one of the following:

Selected ItemsAllow users to view groups they manage

4. If you have selectedSelected Items:

a. On the left-hand side of the component Settings window, click Avg feedback score.

b. In theUsers Groups tab, select which agents/groups you want to display. Youmust haveviewing privileges over these agents/groups. SeeDefining Agents/Groups Displayed inthe Component on page129.

Period/Interval: Define the time period (time frame) for which data is displayed (such as: day,week, or month) and the intervals displayed in the graph (such as: day orweek). SeeDefiningPeriod/Interval Options on page130.

Hidden and Empty Cells: You can select what type of line chart you want to display. On the left-hand side of the settings window, click Avg Feedback Score, and in theGeneral tab select one ofthe following:

Zero - to display zero (0) values.

Connect data points with line - Displays the chart with markers and lines to indicateindividual data values (does not display zero values).

Feedback Comparison

General DescriptionThis component enables a supervisor to view and compare the feedback scores for supervisedagents/groups. It can also enable Agents to view and compare the feedback scores of themselves andtheir groups.

TIP: The feedback score is the score received on the customer feedback surveysattached to an interaction.

The component displays a column chart of monthly average feedback scores (on customer feedbacksurveys) per supervised agent/group - comparing the performance this month with the previous month.Each agent/group is represented by a different colored column, showing the change in the average qualityscore.

Youmust select which agents/groups to display in the component.

This component also includes the Time Period toolbar. For further information, see Time Period Toolbaron page17.

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Component SettingsFirst time setup is required! SeeDe

Documents

My Universe Guide - NIM 4.1