Insight from Interactions 1 INSIGHT FROM INTERACTIONS

Insight from Interactions 2 NICE PERFORM Aplikacja: My Universe

Insight from Interactions 3 Plan prezentacji  Wprowadzenie  Komponenty My Universe –Kwerendy (zapytania) –Raporty –Narzędzia  Dostosowanie interfejsu My Universe –wybór wyświetlanych komponentów –zastosowanie widoku to ustawień innych użytkowników –wybór wyświetlanych użytkowników / grup  Tworzenie Okna Komponentów

Insight from Interactions 4 Co to jest My Universe?  My Universe is a customizable portal application, providing immediate access to invaluable data for the different NICE users: –Managers, decision makers –QA Analysts, TL’s, Supervisors –Agents  The My Universe application is composed of different components displaying up-to-date data accumulated by the NICE system. Each component enables the user to look into the data from a different perspective  Users can easily customize the My Universe application to match their specific business needs and preferences. In addition, with the proper privileges, users can determine the My Universe display setting of their supervised agents

Insight from Interactions 5 My Universe Components  My Universe – Queries Components  My Universe – Reports Components  My Universe – Tools Components

Insight from Interactions 6 Navigation Toolbar Icons  Each My Universe component provides the following tools in the title bar: Removes the component from the My Universe page for that session View the component information in a full screen Opens a window which allows users to define specific component settings Minimize the component window. only the title bar is displayed Display a description of component

Insight from Interactions 7 NICE PERFORM My Universe Application Components For The Agents

Insight from Interactions 8 Components for Agents  Queries –My Latest Interactions –My Latest Evaluations –My latest feedbacks –My coaching packages  Reports –My evaluation trend –My productivity trend –My feedback trend

Insight from Interactions 9 My Latest Interactions  Description – Displays the latest interactions that the logged-in agent handled. By default, the component displays segments from the last 30 days (up to 50 segments)  Target Users – Agents

Insight from Interactions 10 My Latest Interactions - More Note: Clicking on the “More” button will take the user to the Business Analyzer Interactions window where they can edit the query criteria for this report (if they have been given the proper privileges for access to the Analyzer module). Use the Back browser button to return to the” My Universe” Window.

Insight from Interactions 11 My Latest Interactions - Setting

Insight from Interactions 12 My Latest Evaluations  Description – Displays the latest evaluations scores for the logged-in agent, and the total average quality score  Target Users – Agents

Insight from Interactions 13 My Latest Evaluations - Setting

Insight from Interactions 14 My Latest Feedbacks  Description – Displays the latest scores received for customer feedback surveys that were filled- out on the logged-in agent  Target Users – Agents

Insight from Interactions 15 My Coaching The coaching packages sent to the agent Packages that were reviewed by the agent

Insight from Interactions 16 My Evaluation Trend  Description – This window displays a line chart of an agent’s average evaluation quality scores over a period of time compared to the average evaluation scores of the groups that he is a member of.  Target Users – Agents

Insight from Interactions 17 My Productivity Trend  Description – This window displays a line chart of an agent’s productivity scores over a period of time compared to the average productivity scores of the groups that he is a member of.  Target Users – Agents

Insight from Interactions 18 My Feedback Trend  Description – This window displays a line chart of an agent’s customer feedback scores over a period of time compared to the average feedback scores of the groups that he is a member of.  Target Users – Agents

Insight from Interactions 19 NICE PERFORM My Universe Application Components For Team Leaders / QA

Insight from Interactions 20 Components for TL / QA  Reports –Monthly comparison – evaluation –Monthly comparison – productivity –Monthly comparison – feedback –Evaluation status –Agents performance

Insight from Interactions 21 Monthly Comparison - Quality  Description – This report shows a bar chart of monthly average quality evaluation scores compared to the previous month (for selected agents/groups)  Target Users – Supervisors, QA team members, Business and operations managers

Insight from Interactions 22 Monthly Comparison Quality - Setting Choose the agents / groups you want to display in the report component

Insight from Interactions 23 Monthly Comparison – Productivity  Description – This report shows a bar chart of monthly average productivity compared to the previous month (for selected agents/groups). Productivity = number of calls handled per hour  Target Users – Supervisors, QA team members, Business and operations managers

Insight from Interactions 24 Monthly Comparison – Feedback  Description – This report shows a bar chart of monthly average feedback compared to the previous month (for selected agents/groups).  Target Users – Supervisors, QA team members, Business and operations managers

Insight from Interactions 25 Evaluation Status  Description – displays a summary of number of calls to evaluate and the number of evaluations done for the agent or groups you supervise  Target Users – Supervisors, QA team members. This report helps the users to set priorities on which agents to focus now

Insight from Interactions 26 Evaluation Status - Setting The user can select the time scope for this report and the agents / groups to view

Insight from Interactions 27 Agents Performance Green arrow = improvement Red arrow = decline (parenthesis indicate the number of evaluations / feedback surveys used to calculate the score)  Description – Comparison of the overall performance of selected agents: productivity, evaluations score, customers’ feedbacks  Target Users – Supervisors Productivity = number of calls per hour

Insight from Interactions 28 Agents Performance - Setting By default, the report will display the averages for the agents / groups you have viewing privileges.

Insight from Interactions 29 NICE PERFORM My Universe Application Components For Managers / Business Users

Insight from Interactions 30 Components for Managers / Business Users  Queries –Recent highlights  Reports –Quality trend –Productivity trend –Feedback trend

Insight from Interactions 31 Recent Highlights  Description – displays best / worst interactions based on system score, within a selected period of time  Target Users – supervisors and managers

Insight from Interactions 32 Recent Highlights - Setting

Insight from Interactions 33 Quality Trend  Description – displays the trends in agent / group average evaluations score  Target Users – High-level Supervisors Each agent / group is represented by a different colored line

Insight from Interactions 34 Productivity Trend  Description – Used to compare a Group or Groups of agent’s Productivity Scores over time. Productivity scores are determined by the number of calls handled per hour. Each agent/group is represented by a different colored line  Target Users – Supervisors, Business and operations managers

Insight from Interactions 35 Feedback Trend  Description – displays the agents or group averages scores received in customer feedback surveys, over time. Each agent/group is represented by a different colored line  Target Users – Supervisors, Business and operations managers

Insight from Interactions 36 Other Components NICE PERFORM My Universe Application

Insight from Interactions 37 Other Components  Queries –Generic queries  Tools –Scheduled reports

Insight from Interactions 38 Generic Query Query that was previously defined in the Business Analyzer

Insight from Interactions 39 Scheduled Reports Reports that were defined in Nice Reporter to be displayed in My Universe

Insight from Interactions 40 Personalizing the My Universe Application NICE PERFORM My Universe Application

Insight from Interactions 41 Personalizing the My Universe Display  Select windows to view  Apply view to other users  Choose users / groups to view

Insight from Interactions 42 My Universe - Setting You can select the windows to view and determine their location

Insight from Interactions 43 Customizing My Universe You can select the windows for yourself or for other agents / groups you supervise

Insight from Interactions 44 Select My Universe Windows Choose the window that you want to display Use the arrows to move the selected window to the appropriate list box

Insight from Interactions 45 Edit Component – Application Setting View

Insight from Interactions 46 Edit Component From the Component View

Insight from Interactions 47 Applying View to Other Users  A manager can decide and control what other users will view  In order to do this the manager should customize the My Universe components and then apply it to other users

Insight from Interactions 48 Applying View to Other Users

Insight from Interactions 49 Access Privileges for My Universe Application

Insight from Interactions 50 Q A &

Insight from Interactions 51 THANK YOU FOR JOINING US TODAY