1Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS
www.nice.com
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
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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
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Business Analyzer - Main Screen
Quick Query pane
Results pane
Queries And
SavedItemspane
Modules
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Process Workflow
1.1. Search for Search for InteractionsInteractions
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
3.3. Search for Search for EvaluationsEvaluations
5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations
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Terminology Review
Review the meaning of important terms by “matching the columns”
Open up the linked file - BA_Graph_View.htm from the CD
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Segment Vs. Complete Interaction
CustomerAgent Supervisor
Segment 1
Segment 2
Complete Interaction
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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?
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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
10Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS
www.nice.com
Business Analyzer
Search for Interactions
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Lesson Objectives Create and execute queries for
interactions Playback interactions Save interactions
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Process Workflow
1.1. Search for Search for InteractionsInteractions
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
3.3. Search for Search for EvaluationsEvaluations
5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations
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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
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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
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Create a Quick Query
Create and run a quick query for interactions
Open up the fileGLD_BA_Interactions_Quick Query.doc
from the CD
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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
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Query Results - Table View
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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
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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
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Advanced Query for an Interaction
Create an Advanced query for an interaction
Open up the fileGLD_BA_Interactions_Advanced Query.doc
from the CD
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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
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Playback Interactions
Open up the fileGLD_BA_Playback Interactions.doc
from the CD
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Nice Player – Main View
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Save Interaction As a File
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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
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What did we do? Created and executed queries for
interactions Played back interactions Saved interactions
34Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS
www.nice.com
Business Analyzer
Evaluate Interactions
35Insight from Interactions Business Analyzer
Lesson Objectives Understand the purpose an 3 different
types of evaluations Create and execute queries for
evaluations Set a default evaluation form
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Process Workflow
1.1. Search for Search for InteractionsInteractions
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
3.3. Search for Search for EvaluationsEvaluations
5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations
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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
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Agent Evaluate
Evaluate an agent’s interaction with a customer
Open up the fileGLD_BA_Interactions_Evaluation.doc
from the CD
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Managing Forms Can add/remove forms from available forms list Can set a default form via Preferences
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Replace a Form
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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
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Customer Experience Evaluations
Can query for interactions with customer evaluations
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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
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Questions for Discussion
Do you think your company will utilize self-evaluations?
What is the benefit of self-evaluations?
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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
48Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS
www.nice.com
Business Analyzer
Search for Evaluations
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Lesson Objectives Create and execute a quick query for
evaluations Create and execute an advanced
query for evaluations
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Process Workflow
1.1. Search for Search for InteractionsInteractions
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
3.3. Search for Search for EvaluationsEvaluations
5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations
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Running a Quick Query
Create and run a quick query for evaluations
Open up the fileGLD_BA_Evaluations_Quick Query.doc
from the CD
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Running an Advanced Query
Create an advanced query for evaluations
Open up the fileGLD_BA_Evaluations_Advanced Query.doc
from the CD
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Questions for Discussion
Can evaluations be modified?
Who should be allowed to modify evaluations?
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What did we do? Created and executed a quick query
for evaluations Created and executed an advanced
query for evaluations
59Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS
www.nice.com
Business Analyzer
Calibrate Interactions
60Insight from Interactions Business Analyzer
Lesson Objectives Understand the purpose of a
calibration Mark interactions for calibration Calibrate evaluations
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Process Workflow
1.1. Search for Search for InteractionsInteractions
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
3.3. Search for Search for EvaluationsEvaluations
5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations
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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
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Marking Interactions for Calibration
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Calibrate an Evaluated Interaction
Calibrate an evaluated interaction
Open up the fileGLD_Calibrating an Evaluated Interaction.doc
from the CD
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What did we do? Identified the purpose of a calibration Marked interactions for calibration Calibrated evaluations
68Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS
www.nice.com
Business Analyzer
Summarize
Interactions
69Insight from Interactions Business Analyzer
Lesson Objectives Understand the benefits of
summarizing evaluations/calibrations Auto-summarize a calibration
70Insight from Interactions Business Analyzer
Process Workflow
1.1. Search for Search for InteractionsInteractions
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
3.3. Search for Search for EvaluationsEvaluations
5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations
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Questions for Discussion
In what way can summarizing evaluations help us?
How can we use the results from a calibration to identify irregularities in an evaluation?
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Summarize Evaluations/Calibrations
Summarize 2 or more evaluations or calibrations of the same form type
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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
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Auto-summarizeView by
answer or score
Display all or only
scoreable questions
Summary Row
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Additional Reference Material
NICE Perform Workbook - Business Analyzer section
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What did we do? Identified the benefits of summarizing
evaluations/calibrations Auto-summarized a calibration