1. TOP 5 BEST PRACTICES ON USER HIERARCHY AND WHAT TO AVOID Value, Delivered!

2. About the NUG Community www.niceusergroup.org

3. 3  Jamie Goggans  NICE Business Consulting  Americas Region  Email: Jamie.Goggans@nice.com Jamie.Goggans@nice.com  LeAnn Torralbes  NICE Business Consulting  Americas Region  Email: LeAnn.Torralbes@nice.com LeAnn.Torralbes@nice.com NICE Presenters

4. Top 5 Best Practices on User Hierarchy Planning Maintaining Accuracy Total Use Making it Easy Support Offerings

5. 5 TOP 5 BEST PRACTICES ON USER HIERARCHY

6. 6 Top 5 Best Practices on User Hierarchy PlanningMaintainingAccuracyTotal Use Make it Easy

7. 7 PLANNING

8. What Applications and features will each role use? User Administrator, Forms Designer, My Universe, Quality Planner, etc… What Reporter categories, query folders, or form group folders? Planning Who (what Roles) will need to access the system? Agents, Management, Quality Team, Administrators, Analysts, Trainers, etc… What Groups in the hierarchy will each role need to access? Whose data (call dates, scores, etc.) should they be able see? Who should they be able to playback? Who should they be able to evaluate? Only their team, specific LOBs, peers, other specific roles

9. 9 MAINTAINING

10. 10 Maintaining KEEP GROUPS UP-TO-DATE Contact Center hierarchy Functional roles hierarchy PUT PROCESSES IN PLACE TO MANAGE New Hires Team Changes Attrition MAKE TIME FOR ADMINISTRATION Put someone in this role that has the time to do it right Must maintain for relevant, trusted data needed for user adoption

11. 11 ACCURACY

12. Accuracy Names Ensure name changes are well maintained Often times people don’t update changes in User Admin as they are updated in your HR platform – they should be the exact same Groups Accuracy of the agents in the right groups is critical when it comes to integrity with reports, Quality Planner and in many other areas of the NIM platform Because profiles are added on the group level each group must have the right folks in them so the right folks have the right access

13. 13 TOTAL USE

14. 14 Total Use  New Hire Date –  Leverage this date to trend and track tenure based performance reporting  Understand the impact new hires have to the performance of the production floor – what is my speed to competency?  Strategically develop your Continuous Education material around performance gaps based on post new hire tenure  Graduation Score –  Correlate new hire graduation scores against performance to ensure your new hire assessments drive the right preparation for new hire agents  Location Based Reporting –  By using the location element of the User Admin business data you can generate reporting and trending based on Call Center location

15. 15 MAKING IT EASY!

16. 16 Making it Easy Problem: User Admin is a lot of work Solution: Leverage User Admin to reduce the time it takes to maintain your quality model and to provide efficiency in all other applications Problem: We spend A LOT of time on profile changes! Solution: Add profiles on the group level NOT individually so that when users change roles the movement of groups change their access Problem: My team hates reporter because it’s overwhelming Solution: Use the resources option to give your team ONLY the reports they need access to

17. 17 This Was Good But I Need MORE! 1.Reach out to your NICE Business Consultant 2.Engage your peers in the NICE Users Group at www.niceusergroup.org www.niceusergroup.org 3.If you are unsure who to reach out to from here, the next two slides might give some guidance

18. 18 SUPPORT OFFERINGS

19. 19 Quality Management Health Check Actionable Data, Insights and Processes Technical and business review to ensure the optimal functioning and ongoing success of your Quality Program.. Solution Expertise, Specializing in: Elevating the value of Quality Evaluation Management Program Effectiveness Maturity Model and Gap Analysis Industry and Vertical Proven Practices For additional information contact LeAnn.Torralbes@nice.comLeAnn.Torralbes@nice.com

20. 20 Interaction Analytics Health Check Actionable Data, Insights and Processes Business impact and strategic decision making as a result of current Interaction Analytics categories and analysis. Solution Expertise, Specializing in: Category Development Operationalizing Insights Measuring Success Maturity Model and Gap Analysis Industry and Vertical Proven Practices For additional information contact LeAnn.Torralbes@nice.comLeAnn.Torralbes@nice.com

21.  Remote training delivery  Tailor Made Processes (TMP) / Existing Processes Configuration  Train-the-Trainer courses  Fully Customized  Fully Customized content to meet the needs of each business line  Packages  Training  Business Consulting  Combination  Advisory Consulting  A la Carte training courses  Based on specific needs  Refresher/Follow-up training with custom agendas High Level Offering 21

22. User Administration Refresher Training User Administration Package NameDescription User Administration Blast Our entry level package ensures that the current configuration meets your business needs and ensures maximum data access and transparency driving core operational effectiveness. Consider this your User Admin 101. User Administration Power User Need to go beyond basics? The advance package delves deeper into all those configuration operational design elements to ensure the solution is setup to meet your specific business needs and not just standard industry practices. It is a custom engagement with us working right alongside you, focused on linking the solution to your business process and business objectives. Welcome to User Admin 201! User Administration Enhanced The most extensive option - the Enhanced package - combines Basic and Advanced User Admin while providing additional business consulting to ensure the end result is truly impacting the overall solution success from the operational, business and customer perspective. Combine User Admin 101 with 201 and ensure business continuity. Functionality Boost The Functionality Boost engagement gives you specific support around taking your NICE based quality program to the next level through specific application knowledge transfer (like Quality Planner or Business Driven Quality efforts). 22

23. 23 Q&A

24. 24  Jamie Goggans  NICE Business Consulting  Americas Region  Email: Jamie.Goggans@nice.com Jamie.Goggans@nice.com  LeAnn Torralbes  NICE Business Consulting  Americas Region  Email: LeAnn.Torralbes@nice.com LeAnn.Torralbes@nice.com Thank You