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

Insight from Interactions Business Analyzer 2 Lesson Objectives  Describe the modules of the Business Analyzer  Describe the Evaluation workflow  Clarify important terminology  Differentiate between a Segment and Complete interaction

Insight from Interactions Business Analyzer 3 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

Insight from Interactions Business Analyzer 4 Business Analyzer - Main Screen Quick Query pane Results pane Queries And Saved Items pane Modules

Insight from Interactions Business Analyzer 5 Process Workflow 1.Search for Interactions 2.Evaluate Interactions 4.Calibrate Interactions 3.Search for Evaluations 5.Summarize Evaluations

Insight from Interactions Business Analyzer 6 Terminology Review  Review the meaning of important terms by “matching the columns” Open up the linked file - BA_Graph_View.htm from the CD

Insight from Interactions Business Analyzer 7 Segment Vs. Complete Interaction Customer Agent Supervisor Segment 1 Segment 2 Complete Interaction

Insight from Interactions Business Analyzer 8 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?

Insight from Interactions Business Analyzer 9 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

Insight from Interactions Business Analyzer 10 INSIGHT FROM INTERACTIONS Business Analyzer Search for Interactions

Insight from Interactions Business Analyzer 11 Lesson Objectives  Create and execute queries for interactions  Playback interactions  Save interactions

Insight from Interactions Business Analyzer 12 Process Workflow 1.Search for Interactions 2.Evaluate Interactions 4.Calibrate Interactions 3.Search for Evaluations 5.Summarize Evaluations

Insight from Interactions Business Analyzer 13 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

Insight from Interactions Business Analyzer 14 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

Insight from Interactions Business Analyzer 15 Create a Quick Query  Create and run a quick query for interactions Open up the file GLD_BA_Interactions_Quick Query.doc from the CD

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Insight from Interactions Business Analyzer 18 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

Insight from Interactions Business Analyzer 19 Query Results - Table View

Insight from Interactions Business Analyzer 20 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

Insight from Interactions Business Analyzer 21 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

Insight from Interactions Business Analyzer 22 Advanced Query for an Interaction  Create an Advanced query for an interaction Open up the file GLD_BA_Interactions_Advanced Query.doc from the CD

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Insight from Interactions Business Analyzer 26 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

Insight from Interactions Business Analyzer 27 Playback Interactions   Open up the file GLD_BA_Playback Interactions.doc from the CD

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Insight from Interactions Business Analyzer 30 Nice Player – Main View

Insight from Interactions Business Analyzer 31 Save Interaction As a File

Insight from Interactions Business Analyzer 32 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

Insight from Interactions Business Analyzer 33 What did we do?  Created and executed queries for interactions  Played back interactions  Saved interactions

Insight from Interactions Business Analyzer 34 INSIGHT FROM INTERACTIONS Business Analyzer Evaluate Interactions

Insight from Interactions Business Analyzer 35 Lesson Objectives  Understand the purpose an 3 different types of evaluations  Create and execute queries for evaluations  Set a default evaluation form

Insight from Interactions Business Analyzer 36 Process Workflow 1.Search for Interactions 2.Evaluate Interactions 4.Calibrate Interactions 3.Search for Evaluations 5.Summarize Evaluations

Insight from Interactions Business Analyzer 37 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

Insight from Interactions Business Analyzer 38 Agent Evaluate  Evaluate an agent’s interaction with a customer Open up the file GLD_BA_Interactions_Evaluation.doc from the CD

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Insight from Interactions Business Analyzer 41 Managing Forms  Can add/remove forms from available forms list  Can set a default form via Preferences

Insight from Interactions Business Analyzer 42 Replace a Form

Insight from Interactions Business Analyzer 43 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

Insight from Interactions Business Analyzer 44 Customer Experience Evaluations  Can query for interactions with customer evaluations

Insight from Interactions Business Analyzer 45 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

Insight from Interactions Business Analyzer 46 Questions for Discussion  Do you think your company will utilize self- evaluations?  What is the benefit of self-evaluations?

Insight from Interactions Business Analyzer 47 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

Insight from Interactions Business Analyzer 48 INSIGHT FROM INTERACTIONS Business Analyzer Search for Evaluations

Insight from Interactions Business Analyzer 49 Lesson Objectives  Create and execute a quick query for evaluations  Create and execute an advanced query for evaluations

Insight from Interactions Business Analyzer 50 Process Workflow 1.Search for Interactions 2.Evaluate Interactions 4.Calibrate Interactions 3.Search for Evaluations 5.Summarize Evaluations

Insight from Interactions Business Analyzer 51 Running a Quick Query  Create and run a quick query for evaluations Open up the file GLD_BA_Evaluations_Quick Query.doc from the CD

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Insight from Interactions Business Analyzer 54 Running an Advanced Query  Create an advanced query for evaluations Open up the file GLD_BA_Evaluations_Advanced Query.doc from the CD

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Insight from Interactions Business Analyzer 57 Questions for Discussion  Can evaluations be modified?  Who should be allowed to modify evaluations?

Insight from Interactions Business Analyzer 58 What did we do?  Created and executed a quick query for evaluations  Created and executed an advanced query for evaluations

Insight from Interactions Business Analyzer 59 INSIGHT FROM INTERACTIONS Business Analyzer Calibrate Interactions

Insight from Interactions Business Analyzer 60 Lesson Objectives  Understand the purpose of a calibration  Mark interactions for calibration  Calibrate evaluations

Insight from Interactions Business Analyzer 61 Process Workflow 1.Search for Interactions 2.Evaluate Interactions 4.Calibrate Interactions 3.Search for Evaluations 5.Summarize Evaluations

Insight from Interactions Business Analyzer 62 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

Insight from Interactions Business Analyzer 63 Marking Interactions for Calibration

Insight from Interactions Business Analyzer 64 Calibrate an Evaluated Interaction  Calibrate an evaluated interaction Open up the file GLD_Calibrating an Evaluated Interaction.doc from the CD

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Insight from Interactions Business Analyzer 67 What did we do?  Identified the purpose of a calibration  Marked interactions for calibration  Calibrated evaluations

Insight from Interactions Business Analyzer 68 INSIGHT FROM INTERACTIONS Business Analyzer Summarize Interactions

Insight from Interactions Business Analyzer 69 Lesson Objectives  Understand the benefits of summarizing evaluations/calibrations  Auto-summarize a calibration

Insight from Interactions Business Analyzer 70 Process Workflow 1.Search for Interactions 2.Evaluate Interactions 4.Calibrate Interactions 3.Search for Evaluations 5.Summarize Evaluations

Insight from Interactions Business Analyzer 71 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?

Insight from Interactions Business Analyzer 72 Summarize Evaluations/Calibrations Summarize 2 or more evaluations or calibrations of the same form type

Insight from Interactions Business Analyzer 73 Auto-Summary  Auto-summarize a calibration to view any differences between the original evaluation Open up the file GLD_auto_summarize_evaluations.doc from the CD

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Insight from Interactions Business Analyzer 75 Auto-summarize View by answer or score Display all or only scoreable questions Summary Row

Insight from Interactions Business Analyzer 76 Additional Reference Material  NICE Perform Workbook - Business Analyzer section

Insight from Interactions Business Analyzer 77 What did we do?  Identified the benefits of summarizing evaluations/calibrations  Auto-summarized a calibration