1. Insight from Interactions 1 INSIGHT FROM INTERACTIONS www.nice.com

2. Insight from Interactions 2 NICE PERFORM Rules Manager Accessory – Scheduler

3. Insight from Interactions 3 Table of Contents  Rule Manager Accessory – Overview  Scheduler Rules - Overview  Managing Scheduler rules  Rules Manager – Navigation Tips

4. Insight from Interactions 4 Rules Manager - Overview  Use this Accessory to: –Define automatic scoring mechanism to interactions –Classify interactions into pre-defined categories –Define automatic recording schedules for QA / selective recording of interactions –Define audio analysis rules (Excitement, Word Spotting, and Talk Over) –Define Storage center rules

5. Insight from Interactions 5 Rule Definition  A rule is a scenario where an action is applied to selected interactions  A rule cannot run on past interactions, only on current and future interactions  Each rule has a filter that includes selection by agent, group, time and more

6. Insight from Interactions 6 Rule Definition  There are different actions initiated according to the rule such as archiving interactions, audio analysis or scoring an interaction  Rule can run either by: –A trigger event (Scorecard, Classification, Audio Analysis) –According to a schedule (Scheduler, Storage)

7. Insight from Interactions 7 Rules Manager Click the accessories drop down list to run the application

8. Insight from Interactions 8 Main View Rules list New rule, Edit, Delete Columns headings Rule Manager side bar

9. Insight from Interactions 9 NICE PERFORM Rules Manager Accessory Scheduler Overview

10. Insight from Interactions 10 Scheduler Rules  Recording schedules are used to initiate the recording of interactions  Defining a scheduler is needed in QA or selective recording environment  A single site can have different recording schedules that operate simultaneously  You can define negative recording schedules, to exclude interactions from being recorded

11. Insight from Interactions 11 Type of Schedules  Use the scheduler rules to create schedules: –Quality / Selective – select interactions for recording according to predefined filter criteria –Negative - Exclude interactions that would otherwise be recorded due to other recording schedules

12. Insight from Interactions 12 Managing Scheduler Rules NICE PERFORM Rules Manager Accessory

13. Insight from Interactions 13 Scheduler Click NEW for creating a new Scheduler rule

14. Insight from Interactions 14 Scheduler Template Dialog Select the type of recording : Negative recording plan: Exclude interactions from being recorded. Selective recording plan: Selectively record interactions in a non-QA environment. Quality recording plan: Random Recording of interactions for Quality purposes. Select the interaction type

15. Insight from Interactions 15 New Quality Recording Plan Define new rule Name, Description and Lifetime

16. Insight from Interactions 16 Recurrence  Recurrence – Choose the timeframes and frequency of sampling: –Daily cycle –Weekly cycle –Monthly cycle  Cycle – the entire time defined for the schedule  Timeframe – smaller segment of time within the cycle, each time recording may begin  In this example there are 10 timeframes - 06:00-09:00 (1) and 17:00-22:00 (1), Monday to Friday (x5), but the entire schedule is one cycle

17. Insight from Interactions 17 Sampling - Details Sampling – you can choose to record –Randomly per timeframe –Randomly per cycle –Percentage Define the number of interactions to be recorded per agent Available for ‘per timeframe’ recording only

18. Insight from Interactions 18 Filter – Recording Details

19. Insight from Interactions 19 Filter – Agents / Groups Select agents / groups that will be assigned to the schedule

20. Insight from Interactions 20 Filter – Expressions

21. Insight from Interactions 21 Recording Parameters Select to record an interaction of the agent with transfer or conference The agent’s screen will be recorded after the call has ended

22. Insight from Interactions 22 Scheduler Summary

23. Insight from Interactions 23 Quality Schedule by Time Interval

24. Insight from Interactions 24 Quality Schedule By Time Interval

25. Insight from Interactions 25 Q A &

26. Insight from Interactions 26 THANK YOU FOR JOINING US TODAY www.nice.com