NICE Perform Monitor Guide

NICE Perform®
Release 3.1
Monitor Guide
April 2008
385A0424-04 Rev. A0
®
Insight from Interactions TM
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with
respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product.
This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or
consequential damage resulting from the use or operation of any NICE products.
Information in this document is subject to change without notice and does not represent a
commitment on the part of NICE Systems Ltd. The systems described in this document are
furnished under a license agreement or nondisclosure agreement.
All information included in this document, such as text, graphics, photos, logos and images, is the
exclusive property of NICE Systems Ltd. and protected by United States and international
copyright laws.
Permission is granted to view and photocopy (or print) materials from this document for personal,
non-commercial use only. Any other copying, distribution, retransmission or modification of the
information in this document, whether in electronic or hard copy form, without the express prior
written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted
copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author
attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2008 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203
5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 5,937,029 6,044,355
6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,252,946 6,252,947
6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,775,372 6,785,369
6,785,370 6,856,343 6,865,604 6,870,920 6,871,229 6,880,004 6,937,706
6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589 7,085,728
7,203,655 7,240,328 7,305,082 7,333,445 7,346,186
360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder,
eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST
Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions,
Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall,
NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE
SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision,
NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision
Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback
Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet
are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered
trademarks are the property of their respective owners.
Applications to register certain of these marks have been filed in certain countries, including Australia,
Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such
registrations have matured to registrations.
385A0424-04 Rev. A0
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
APAC Region: (Asia/Pacific)

Tel: +852-8338-9818
Fax: +852-2802-1800
email: support.apac@nice.com
The Americas Region: (North, Central, South America)

Tel: 1-800-NICE-611
Fax: +720-264-4012
email: support.americas@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support_helpdesk@nice.com
NICE invites you to join the NICE User Group (NUG).

Visit the NUG Website at www.niceusergroup.org, and follow the instructions.
For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
International Headquarters-Israel North America

Tel: +972-9-775-3100 Tel: 1-800-663-5601
Fax: +972-9-775-3070 Fax: +201-356-2197
email: info@nice.com email: na_sales@nice.com
United Kingdom Germany
Tel: +44-8707-22-4000 Tel: +49-(0)-69-97177-0
Fax: +44-8707-22-4500 Fax: +49-(0)-69-97177-200
France Hong-Kong
Tel: +33-(0)1-41-38-5000 Tel: +852-2598-3838
Fax: +33-(0)1-41-38-5001 Fax: +852-2802-1800
Please send all queries, comments, and suggestions pertaining to this document to
nicebooks@nice.com
Please visit NICE at www.nice.com
Contents
1
Introducing Monitor 7
Opening Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Navigating Through Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Folders Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Details Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2
Getting Started 13
Defining Monitor Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Customizing the Details Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Choosing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Removing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Rearranging Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Creating Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Editing and Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
3
Using Monitor in Agents View 27
Monitoring Agent Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Recording Agent Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Tagging a Segment With Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Playing Back Agent Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Index 35
Contents 5
NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

Blank page for double-sided printing.
1
Introducing Monitor
Welcome to Monitor!
Monitor enables you to listen to the voice and view screens of live agent interactions. From your
workstation, you can see when an agent is interacting with a customer. You can choose to listen to
the voice or play its screen in real-time, and/or record and play back the interaction later on.
This manual provides you with guidelines, tips, and procedures for using Monitor.
NOTE: An interaction is any exchange that occurred between an agent and any other
participant. For information about complete interactions, interaction segments, or stages of
interactions, see Business Analyzer Guide.
NICE Perform Release 3.1 supports the recording and monitoring of segments only.
IMPORTANT
This manual describes the complete functionality of the application. Your ability to use the
system is dependent on your site configuration and your own access privileges.
Contents
Opening Monitor ............................................................................................................... 8

Navigating Through Monitor............................................................................................ 9
Folders Pane.............................................................................................................. 10
Details Pane ............................................................................................................... 10
Chapter 1: Introducing Monitor 7

Opening Monitor
Opening Monitor
Monitor is accessed from the NICE Perform Applications Suite.
To open Monitor:
1. Log in to the NICE Perform Applications Suite.
2. In the navigation bar, click Monitor.
The Monitor application appears. See Navigating Through Monitor on page 9.

Navigating Through Monitor

Monitor activity options are displayed in one window.
Action
buttons
Edit columns
Application
Settings
Print
Business
data
Modules Folders Details

sidebar pane pane
Agents Module
In the Agents module, you can:

• View a hierarchical tree of the organization in the Folders pane. See Folders Pane on page 10.
• Create your own group of agents whose interactions you want to monitor. See Creating
Groups on page 22.
• See which agents are logged in to the system and interacting with a customer. See Details
Pane on page 10.
• Monitor agent interactions in real-time. See Monitoring Agent Interactions on page 28.
• Record current interaction, next interaction, a time interval, or all interactions for a selected
agent. See Recording Agent Activity on page 29.
• Play back the last recorded interaction. See Playing Back Agent Activity on page 33.
• Tag an interaction with predefined business data, enhancing query capabilities at a later date.
See Tagging a Segment With Business Data on page 32.

Folders Pane
The Folders pane displays agent groups, shown below Organization. When you select a specific
group, all the agent names in the group are displayed in the Details pane.
• All Users displays a list of agent names for which you have viewing privileges. These agent
names are displayed in the Details pane. In Monitor, you cannot add or remove names from
this list.
• Groups displays all the Groups for which you have viewing privileges.
• My Groups displays all the Groups you defined in Monitor.

Groups created in Monitor can only be viewed in Monitor.
For instructions on how to create a new group, see Creating Groups on page 22.
When would I want to create my own groups?
EXAMPLE:
You may want to create your own group of agents when specific agents are working on a certain
campaign. Or, to monitor new agents, or agents handling certain accounts.
Details Pane
The Details pane is your work area for performing all Monitor activities, including monitoring,
recording, tagging interactions, and playing back recorded segments.
In the Agents module, the Details pane can be optionally divided into two sections.
The upper section provides general information about the agents and their activity. This section
indicates whether or not an agent is logged in, interacting with a customer, whether or not he or she
is being monitored or recorded, the agent’s ID, and many other details.
The lower section, the Recording Information section, displays details about the actual recording
at the site. When you select an agent who is participating in an interaction, if the interaction is
currently being recorded at the site, a row of details is displayed for each participant in the
recorded interaction, and for each media type recorded.
NOTE: Interaction details are displayed even when recording is initiated by Total
Recording or by someone else at the site.
NOTE: If, for whatever reason, a Logger fails to record the interaction, Recording
Information indicates the failure. However, Recording Information will not indicate a failure
if it occurred before recording began.

See the examples below.
EXAMPLE:
Annie the Agent spoke with a customer between 9:00 AM and 9:30 AM.
At 9:02 AM, Annie selected Voice as her Recording Media, then selected Record Current Call. At
9:12 AM, Annie stopped the recording.
At 9:20 AM, Annie changed the Recording Media to Voice+Screen, then selected Record Current
Call again. This time Monitor recorded the interaction until it ended.
Recording Information displayed five rows of details for this interaction:
Row #1: Details about Annie’s voice from the interaction from 9:02 AM to 9:12 AM.
Row #2: Details about the customer’s voice from the interaction from 9:02 AM to 9:12 AM.
Row #3: Details about Annie’s screen from 9:20 AM to 9:30 AM.
Row #4: Details about Annie’s voice from the interaction from 9:20 AM to 9:30 AM.
EXAMPLE:
Andrea the Agent spoke with a customer between 9:00 AM and 9:30 AM.
At 9:02 AM, Andrea selected Voice as her Recording Media, then selected Record Current Call.
At 9:12 AM, Andrea stopped the recording.
At 9:10 AM, Scott the Supervisor saw that Andrea was interacting with a customer. He selected
Voice+Screen as his Recording Media, selected Andrea’s name in the Details pane, then selected
Record Current Call. Monitor recorded the interaction until it ended.
Recording Information displayed three rows of details for this interaction:
Row #1: Details about Andrea’s voice from the interaction from 9:02 AM to 9:30 AM.
Row #3: Details about Andrea’s screen from 9:10 AM to 9:30 AM.
In this example, the actual voice recording of this interaction at the site was from 9:02 until 9:30
AM. Actual screen recording was executed between 9:10 AM and 9:30 AM. Hence, three rows of
details were displayed.
For more information about the Details pane, see Customizing the Details Pane on page 16.

2
Getting Started
This chapter describes how to customize Monitor to suit your needs.
Contents
Defining Monitor Settings ..............................................................................................14

Customizing the Details Pane ....................................................................................... 16
Creating Groups ............................................................................................................. 22
Chapter 2: Getting Started 13

Defining Monitor Settings
IMPORTANT
Monitor currently records interaction segments only.
Before you begin using Monitor, you need to define:

• Recording Media - determines what you want to monitor or record. You can choose between
Voice, Screen, or Voice+Screen.
EXAMPLE:
You may want to monitor a new agent’s voice and screen to ensure that he or she knows how to
use your company’s software while providing service on the phone. In this case, you will choose
Voice and Screen as your Recording Media.
• Time Interval Recording - enables you to record interactions with or without CTI
information, for a predefined amount of time. For example, you can predefine an amount of
time and record screen activity only. Just remember - before recording screen activity, you
must select Screen as your Recording Media!,
EXAMPLE:
You need to record ten minutes of an agent’s interaction.
In the Time Interval Recording field, enter 10. Then select an agent and click Time Interval
Recording .
Ten minutes of the agent’s interaction will be recorded.
For a detailed description of the recording options, see Recording Agent Activity on page 29.
• Show Recordings Information - displays recording details of a selected interaction that is
currently recorded at the site.

To define Monitor settings:
1. Click Settings . The Settings Window appears.
2. From Recording Media, select either Voice, Voice+Screen, or Screen.

3. In the Time Interval Recording field, enter a time interval in minutes.
The Time Interval Recording value defines a preset amount of time for recording a block of
time. For an example of Time Interval Recording, see Recording Agent Activity on page 29.
4. (Optional) Select Show Recordings Information.
5. Click Save .

Customizing the Details Pane

The Details pane contains information columns. The columns in the upper section provide general
information about each agent’s status. For example, the Activity column indicates which agents
are logged in, and of those, which agents are participating in an interaction. When displayed, the
lower section, Recording Information, contains columns with details about a selected interaction
that is currently being recorded at the site.
IMPORTANT
The Details pane displays current interaction information for agents whose names were
displayed from the time you opened Monitor. You will not see interaction or recording details from
interactions that ended prior to opening Monitor and displaying the agents’ names.
In the upper section only, you can choose which columns you want to view. You can also choose
the order in which the columns are displayed.
TIP: You will probably want to display the columns in the order of importance from left to
right. For example, you will probably want the Agent Name to appear as the first column
from the left.
For information about the columns, see the following tables.
Table 2-1: General Details Columns
Column Description
Activity Indicates when:
(gray face) Agent is not logged in to the system.
Agent is logged in but not participating in an interaction.
Agent is logged in and participating in an interaction.

Note: If an agent is defined by Extension and not Agent ID, Monitor does
not receive login information.
In this case, the icons will display as follows:
(gray face) When you open Monitor for the first time, or when
refreshing the screen.
When the agent participates in an interaction.
When the agent ends the interaction.
Agent ID Agent ID as defined in Users Administrator.
Agent Name Agent name as defined in Users Administrator.
Department Agent Department as defined in the switch.

Table 2-1: General Details Columns (Continued)
Column Description
Device ID Device ID number as defined in the switch.
Device Type Device Type as defined in the switch - Phone, Handset, Speaker,
Microphone, RNG
Dialed In DNIS number - relevant to incoming calls only
Direction Voice interaction direction - Incoming, Outgoing, Internal, Trunk to Trunk,

External
Note: Trunk to Trunk is when the agent transfers the customer to an
external phone source and then disconnects, leaving the line open
between the customer and the external phone source.
Duration Duration of the voice interaction.
End Time Time when the voice interaction was terminated.
Monitor Indicates whether Voice, Screen, or Voice+Screen are currently being

monitored on your workstation.
Example: Al the Agent is on the phone. I - Trudy the Team Leader, am
monitoring Al’s interaction. I will see the voice icon in the Monitor column.
If Trixie the Team Leader chooses to monitor this interaction, but I do not, I
will not see the voice icon in the Monitor column.
Phone Number Customer’s phone number.
Record Indicates whether Voice, Screen, or Voice+Screen are currently being

recorded at the site.
Example: Al the Agent is on the phone. Mel the Manager is recording Al’s
interaction. I - Trudy the Team Leader, can see that Al’s interaction is
currently being recorded even though I have not chosen to record the
interaction.
Note: If Total Recording is implemented at the site, the Record column will
always indicate that voice is being recorded.
Record Request Indicates whether you have chosen to record Current Interaction, Next
Interaction, or All Interactions.
Note: Only one type of Record Request can be selected at a time.
Segment ID Segment ID number.
Segment Type CTI, Time Interval.
StartTime Time when the voice interaction was initiated.
Station Extension number as defined in the switch or in Users Administrator.
Switch ID Switch ID number as defined in User Administrator.

Table 2-2: Recording Information Columns
Column Description
Channel Logger channel number.
Stop Time End time of record request.
Failure Reason If recording fails, a failure message appears.
Segment ID Segment ID number.
Logger Logger ID.
Media Type Indicates whether voice or screen is currently being recorded at the site.
Recording For example, Total or ROD.

Initiator
Recording Recording Program name.

Program
Start Time Start time of record request.

Choosing Columns
NOTE: This procedure is relevant to the columns in the upper section only.
To select columns:
1. Click Edit Columns .

The Edit Columns window appears.
2. From the Available Columns list, select columns as follows:

• To select multiple consecutive columns from the list, drag the mouse over the desired
columns.
• To select multiple nonconsecutive columns from the list, press <Ctrl> and click the
desired columns.
3. Click .
The selected columns appear in the Selected Columns list.
4. Click Save .
The Edit Columns window closes. Monitor displays the selected columns.

Removing Columns
To remove columns:

2. From the Selected Columns list, remove columns as follows:

• To remove multiple consecutive columns from the list, drag the mouse over the columns.
• To remove multiple nonconsecutive columns from the list, press <Ctrl> and click the
columns.
3. Click .
The removed columns are displayed in the Available Columns list.
4. Click Save .
The Edit Columns window closes. Monitor removed the columns from the display.

Rearranging Columns
To rearrange columns:

2. From the Selected Columns list, select the column you want to rearrange.
3. To rearrange the selected column, click Up or Down .
4. Click Save .
The Edit Columns window closes. The columns are now displayed in their new order.

Creating Groups
Creating Groups
You can create new agent groups, which appear in Monitor only. With this feature, you can quickly
view details, and monitor and record interactions of agents you are particularly interested in
monitoring.
IMPORTANT
Monitoring operates best for small groups. You should try to keep your groups small. You can
create these groups either in the Users Administrator or in Monitor.
EXAMPLE:
Ten agents are handling a special sales campaign. You create a group for these ten agents. This
enables you to quickly view, monitor, and record the activity of these agents only.
To create a new group:
1. In the Folders pane, click New Group .

The Select Users/Groups window appears.
2. In the Name field, enter the new group name.

3. In the Resource Tree area, select All Users, Groups, or a specific group.
The resource you selected in the Resource Tree displays expanded in the Available Items area.
4. In the Available Items area, double-click the agents and groups you want to include in the
new group.
TIP: Use the Shift/Ctrl keys to multi-select, then click .

Creating Groups
The Selected Items area now displays all the agents and groups that will be included in the
new group.
To remove an item from the Selected Items field, select the item and click .
5. Click .
NOTE: If you are trying to monitor more than 500 agents, the following error message
appears.
The use of such a large group is not advisable in Monitor. You should create several
smaller groups.
To correct this error and create a smaller group:

a. Click OK in the Monitor error message box.
b. Remove items from the Selected Items field, select the item/s and click .
c. Click OK.
The new group now appears in the Folders pane.
Editing and Deleting Groups

Monitoring operates best for small groups. You should try to keep your groups small.

Creating Groups
IMPORTANT
In Monitor you cannot edit or delete a group that was created in Users Administrator.
To edit a group:
1. In the Folders pane, in My Groups, select the group you want to edit.
2. Click Edit Group .

The Select Users/Groups window appears. The agents included in the group are displayed in
the Selected Items area.
3. To remove an item from the Selected Items area, select the item and click .
4. To add agents to the group:
a. In the Resource Tree, select All Users, Groups, or a specific group. The resource you
selected in the Resource Tree displays expanded in the Available Items area.
b. In the Available Items area, double-click the agents and groups you want to include in
the group.
TIP: Use the Shift/Ctrl keys to multi-select, then click .
The Selected Items area now displays the new list of agents and groups.

Creating Groups
5. Click .
NOTE: If you are trying to monitor more than 500 agents, the following error message
appears.
The use of such a large group is not advisable in Monitor. You should create several
smaller groups.
To correct this error and create a smaller group:
a. Click OK in the Monitor error message box.
b. Remove items from the Selected Items field, select the item/s and click .
c. Click OK.
To delete a group:
1. In the Folders pane, in My Groups, select the group you want to delete.
2. Click Delete Group .

The group is deleted.

3
Using Monitor in Agents View
In Agents View, Monitor enables you to monitor, record, and play back agent interactions.
Contents
Monitoring Agent Interactions....................................................................................... 28

Recording Agent Activity............................................................................................... 29
Tagging a Segment With Business Data ...................................................................... 32
Playing Back Agent Activity .......................................................................................... 33
Chapter 3: Using Monitor in Agents View 27

Monitoring Agent Interactions
Monitoring Agent Interactions

Monitor enables you to listen to an agent’s voice interaction and view screen activity in real-time.
To monitor an agent’s interaction, the agent must be logged in and participating in an interaction.
This is indicated in the Activity column.
NOTE: You can monitor more than one agent at the same time.
The Activity column indicates activity as follows:
The agent is not logged in.

(Gray face)
The agent is logged in but not participating in an
interaction.
The agent is logged in and participating in an interaction.
(With earphone)
NOTE: If an agent is defined by Extension and not Agent ID, Monitor does not receive
login information. In this case, Activity is indicated as follows:
(Gray face) When you open Monitor for the first time, or when refreshing the screen.
(With earphone) When the agent participates in an interaction.
When the agent ends the interaction.
To monitor agent voice or screen activity:

1. Select the Recording Media and Call Mode type you want to monitor.
See Defining Monitor Settings on page 14.
2. In the Folders pane, select the group that includes the agent whose activity you want to
monitor. The agent names in the selected group are displayed in the Details pane.
3. Select an agent who is participating in an interaction and click Monitor.
-or-
Right-click the agent whose media you need to monitor. From the drop-down menu, select
Monitor.
Player opens and plays the voice and/or screen of the selected agent. For information about
Player, see the Player Guide.

Recording Agent Activity

Monitor enables you to record an agent’s voice interaction with or without its associated screen
activity. All voice and screens recorded in Monitor can be queried and played back in Business
Analyzer.
The Record buttons are located in the top left corner of the Details pane. See the figure below.
The record buttons in Monitor are described below.
Table 3-1: Record Buttons
Record
Description
Buttons
Record Current Interaction

This button is only active when the agent is participating in an interaction.
(With earphone) This icon appears in the Activity column.
Record Next Interaction

To use Record Next Interaction, the agent must be logged in, but does not need
to be participating in an interaction.
This icon appears in the Activity column.

Note: When the agent is defined as Station, the Record Next Interaction option
will always be active.
Time Interval Recording

To use Time Interval Recording, the agent must be logged in, but does not need
to be participating in an interaction. When you select Time Interval Recording, a
new row in the Details pane is displayed.

Note: Before selecting Time Interval Recording, you must define the time interval
you need to record. See Defining Monitor Settings on page 14.
Note: When the agent is defined as Station, the Time Interval Recording option

Table 3-1: Record Buttons (Continued)
Record
Description
Buttons
Record All Interactions

To use Record All Interactions, the agent must be logged in, but does not need to
be participating in an interaction.

Note: When the agent is defined as Station, the Record All Interactions option
EXAMPLE:
In Monitor, you see Annie the agent participating in an interaction and you decide to record the
call.
1. You select Voice+Screen as the Recording Media, select Annie as the agent you need to
record. Then you click Record Current Call .
The call and Annie’s screen activity are simultaneously recorded.
Annie completes the call and recording stops. But, you would like to record ten more minutes of
the Annie’s screen activity.
2. You select Screen as the Recording Media. In the Time Interval Recording field,
enter the number 10.
3. You click Time Interval Recording .

Annie’s screens will now be recorded for ten minutes, even though she is not on the phone.
To record agent activity:

1. Select the Recording Media and Call Mode type you want to record.
See Defining Monitor Settings on page 14.
2. In the Folders pane, select the group that includes the agent whose activity you want to record.
The agent names in the selected group are displayed in the Details pane.
3. In the Details pane, select the agent whose media you want to record.
4. Select a recording type in one of the following ways:
• From the Recording drop-down arrow, click a recording type.
-or-
• Right-click the agent whose media you want to record. From the drop-down menu, select a
recording type.
The Record column now indicates that Voice, Screen, or Voice+Screen is currently being
recorded at the site.

The Record Request column indicates that you have chosen to record Current Interaction,
Next Interaction, Time Interval, or All Interactions.
5. To stop recording, click Stop .

-or-
Right-click the agent whose media you are recording, and from the drop-down menu, select
Stop.
Monitor stops recording the interaction.

Tagging a Segment With Business Data
Tagging a Segment With Business Data

In Monitor, you can tag a segment with business data. This enables easier search later on. You can
tag a segment with business data while the agent is involved in a live interaction, or after the
interaction ended before a new interaction began. This is due to the fact that interaction details will
remain on display until a new interaction begins.
NOTE: You will only be able to see an agent’s interaction and tag it with business data if:
1. You were logged into Monitor while the agent was participating in an interaction.
2. The agent’s name was displayed in your instance of the Monitor application while he or
she was still participating in the interaction.
EXAMPLE:
Scott the Supervisor sees that Alison the Agent is participating in an interaction. Scott knows
that Alison is handling Connie the Customer, an important account that needs watching. Scott
selects the interaction, clicks Business Data, and types the relevant information.
To tag a segment with business data:
1. In the Details pane, select an agent who is participating in an interaction .
2. Click Business Data .

The Business Data window appears.
3. In each relevant field, enter the business data.
4. Click Save .
The interaction is now tagged with the business data.

Playing Back Agent Activity

In Monitor, you can play back the last interaction that was recorded at the site for the selected
agent.
NOTE: You can play back an agent’s previous interaction if:

1. You were logged into Monitor while the agent was participating in an interaction.
2. The agent’s name was displayed in your instance of the Monitor application while he or
she was still participating in the interaction.
NOTE: You can play back interactions of more than one agent at the same time.
See the examples below.
EXAMPLE:
Andy the Agent spoke with Cathy the Customer between 9:00 AM and 10:00 AM.
Andy recorded himself between 9:15 AM and 9:45 AM.
Steve the Supervisor recorded Andy from 9:05 AM until 9:30 AM.
When Steve the Supervisor played back the interaction, Player played back the interaction from
9:05 AM until 9:45 AM.
EXAMPLE:
Andy the Agent selected Voice as his Recording Media. During his shift, he spoke to many
customers, however, he only recorded himself once - from 10 AM to 10:15 AM.
During Andy’s shift, Steve the Supervisor noticed that Andy had been very busy throughout the
day. Steve selected Voice+Screen as his Recording Media and recorded Andy’s interaction from
16:00 PM to 16:15 PM.
At 16:35 PM in the afternoon, Andy selected his name in the Details pane and clicked Play.
Player played Andy’s interaction with its associated screen from 16:00 PM to 16:15 PM.
EXAMPLE:
Alison the Agent spoke with a customer between 9:00 AM and 9:30 AM.
At 9:02 AM, Alison selected Voice as her Recording Media, then selected Record Current
Interaction. At 9:12 AM, Alison stopped the recording.
At 9:20 AM, Alison changed the Recording Media to Voice+Screen, then selected Record
Current Interaction again. This time Monitor recorded the interaction until it ended.
At 10:05 AM, Steve the Supervisor selected Alison’s name in the Details pane, and clicked Play.
Player played back Alison’s voice from 9:02 AM until 9:12 AM and the voice and screen from
9:20 AM until 9:30 AM.

EXAMPLE:
Amanda the Agent spoke with a customer between 9:00 AM and 9:35 AM.
At 9:02 AM, Amanda selected Voice as her Recording Media, then selected Record Current
Interaction. At 9:12 AM, Amanda stopped the recording.
At 9:10 AM, Scott the Supervisor saw that Amanda was interacting with a customer. He selected
Voice+Screen as his Recording Media, selected Amanda’s name in the Details pane, then
selected Record Current Interaction. Monitor recorded the interaction until it ended.
At 12 noon, Sergio the Supervisor selected Amanda’s name in the Details pane, and clicked Play.
Player played back Amanda’s voice from 9:02 AM to 9:10 AM, and the voice and screen from
9:10 AM to 9:35 AM.
To play back the last recorded interaction:
• Select an agent, and click Play .

-or-
• Right-click an agent and from the drop-down menu, select Play.
Player opens and plays back the last recorded interaction.
NOTE: Player plays back what was actually recorded at the site regardless of what you
selected in the Settings window.
For information about Player, see the Player Guide.

Index
A I
Agents module, Monitor 9 interactions
monitoring 28
B recording 29
business data tagging with business data 32
tagging segments in Monitor 32
M
C monitoring
columns interactions 28
choosing in Monitor 19 screen activity 28
rearranging in Monitor 21
removing in Monitor 20 P
playback, Monitor 33
D
Details pane, Monitor R
customizing 16 recording media
description 10 selecting in Monitor 14
recording, Monitor 29
F
Folders pane, Monitor 10 S
segments
G tagging in Monitor 32
groups
managing in Monitor 22
Index 35

NICE Perform Monitor Guide

Загружено:

Сведения о документе

Исходное описание:

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

NICE Perform Monitor Guide

Загружено:

Авторское право:

Доступные форматы

NICE Perform®

APAC Region: (Asia/Pacific)

The Americas Region: (North, Central, South America)

NICE invites you to join the NICE User Group (NUG).

International Headquarters-Israel North America

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

Opening Monitor ............................................................................................................... 8

Chapter 1: Introducing Monitor 7

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

The Monitor application appears. See Navigating Through Monitor on page 9.

Chapter 1: Introducing Monitor 8

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

Navigating Through Monitor

Modules Folders Details

In the Agents module, you can:

Chapter 1: Introducing Monitor 9

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

• My Groups displays all the Groups you defined in Monitor.

Chapter 1: Introducing Monitor 10

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

See the examples below.

Chapter 1: Introducing Monitor 11

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

This chapter describes how to customize Monitor to suit your needs.

Defining Monitor Settings ..............................................................................................14

Chapter 2: Getting Started 13

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

Defining Monitor Settings

Before you begin using Monitor, you need to define:

Chapter 2: Getting Started 14

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

To define Monitor settings:

1. Click Settings . The Settings Window appears.

2. From Recording Media, select either Voice, Voice+Screen, or Screen.

Chapter 2: Getting Started 15

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

Customizing the Details Pane

For information about the columns, see the following tables.

Table 2-1: General Details Columns

Activity Indicates when:

(gray face) Agent is not logged in to the system.

Agent is logged in but not participating in an interaction.

Agent is logged in and participating in an interaction.

When the agent participates in an interaction.

When the agent ends the interaction.

Agent ID Agent ID as defined in Users Administrator.

Agent Name Agent name as defined in Users Administrator.

Department Agent Department as defined in the switch.

Chapter 2: Getting Started 16

NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

Table 2-1: General Details Columns (Continued)

Device ID Device ID number as defined in the switch.

Dialed In DNIS number - relevant to incoming calls only

Direction Voice interaction direction - Incoming, Outgoing, Internal, Trunk to Trunk,

Duration Duration of the voice interaction.

End Time Time when the voice interaction was terminated.

Monitor Indicates whether Voice, Screen, or Voice+Screen are currently being

Phone Number Customer’s phone number.

Record Indicates whether Voice, Screen, or Voice+Screen are currently being

Segment ID Segment ID number.

Segment Type CTI, Time Interval.

StartTime Time when the voice interaction was initiated.

Station Extension number as defined in the switch or in Users Administrator.