my universe guide - rev. a2

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Contents

1Welcome to My Universe 9

What’s New in NICE Perform Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . 10What is My Universe? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What are My Universe Views? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10What Information Appears in the Components? . . . . . . . . . . . . . . . . . . . . . 11What are Customized Components (Generic Queries)? . . . . . . . . . . . . . . . 12

Opening My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Navigating My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

What is Runtime Mode? What is Design Mode? . . . . . . . . . . . . . . . . . . . . . 15How Often is the System Refreshed? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Navigation Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2Creating and Managing Views 17

What is a View? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18How are Views Created? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Strategies for Creating Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Creating a View for Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Creating a View for Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Creating a View for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

What Tools are Available in the View Toolbar? . . . . . . . . . . . . . . . . . . . . . . . 23Creating Views via the View Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Opening the View Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Creating a New View via the View Manager . . . . . . . . . . . . . . . . . . . . . . . . 25

Previewing a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Setting the View as a Default . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Modifying a View via the View Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Contents

NICE Perform® Release 3.2: My Universe Guide (Rev. A2)

5

Creating a View Based on an Existing View via the View Manager . . . . . . . 32

Modifying Views During Runtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Selecting a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Modifying the Current View During Runtime . . . . . . . . . . . . . . . . . . . . . . . . 34Setting the Current View as the Default View During Runtime . . . . . . . . . . . 36Creating a View based on an Existing View During Runtime . . . . . . . . . . . . 36

3My Universe Components 39

What are the My Universe Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40My Universe - Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Categories Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41FCR Increase: Packages Analysis Summary . . . . . . . . . . . . . . . . . . . . . 45

My Universe - Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Evaluation Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Feedback Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Monthly Comparison - Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Monthly Comparison - Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Monthly Comparison - Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61My Evaluation Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64My Feedback Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68My Productivity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Productivity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Quality Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

My Universe - Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Generic Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79My Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Packages Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84My Latest Evaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88My Latest Feedbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91My Latest Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Recent Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

My Universe - Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Scheduled Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

6 Contents


My Universe - Total View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101My Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Defining Component Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Opening the Settings Window in the View Manager . . . . . . . . . . . . . . . . . 105Opening the Settings Window during Runtime . . . . . . . . . . . . . . . . . . . . . 107Frequently Used Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Defining a Component Title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Defining a Time Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Defining the Agents/Groups that are Displayed in the Component . . . . 110Defining Trend Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Defining Viewing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Defining Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Defining Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

AMy Universe Privileges 117

What are the My Universe Privileges? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Which Privileges should be Assigned to Users? . . . . . . . . . . . . . . . . . . . . 119

BFCR Package 121

FCR Package Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Business Manager/Analyst View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Supervisor View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Index 126

7 Contents


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1

Welcome to My Universe

Welcome to My Universe!TM - a visual representation of key data from NICE Perform. My Universe is a customized portal to the NICE Perform applications, providing immediate access to the essential data that is pertinent to you.

Contents

What’s New in NICE Perform Release 3.2 ....................................................................10

What is My Universe? ....................................................................................................10

Opening My Universe.....................................................................................................13

Navigating My Universe .................................................................................................14

Chapter 1: Welcome to My Universe


9

What’s New in NICE Perform Release 3.2

What’s New in NICE Perform Release 3.2• The FCR Increase: Packages Analysis Summary component on page 45 has been added.

• The FCR Package on page 121 has been added.

• The My Universe Metrics Analysis component has been added to My Universe. The Metrics Analysis module is not covered in this guide. See My Universe Metrics Analysis Guide, for further information.

What is My Universe?My Universe is a customized portal comprised of different components of information. Each component displays up-to-date data gathered from NICE Perform.

Each component enables you to look into the data provided by NICE Perform from a different perspective.

• Some components are relevant to high level business managers who want a quick glance at the overall level of performance in the site.

• Some components are relevant to supervisors who want to see how well the agents that they supervise are performing.

• Other components are relevant to agents who can see how well they are performing compared to their colleagues over a period of time.

For example:

• Recent Highlights presents a lists of the best and worst system scores that took place.

• Agent Performance provides the average productivity scores, evaluation scores and feedback survey scores for the agents that you supervise.

• My Latest Evaluations displays the evaluation scores for the logged-in agent.

What are My Universe Views?

While components are the building blocks in My Universe, views are the big picture display.

A view is a group of components grouped together in a specific layout. Each view provides a different perspective of information gathered from NICE Perform.

Views are customized per site. If you have the proper privileges, you can create views and assign the views to users. Each view will be comprised of several components and will provide a different perspective. See Creating and Managing Views on page 17.

Views are assigned to users. Some users may have one view only; other users may have several views. When a user opens the My Universe portal, his/her default view appears in the portal - displaying specific components. If the user has several views assigned to him/her, and the user has the proper permissions, then he or she can select which view to display.

• In most cases, agents will have one view only.

• Business managers and supervisors may have several views for selection.

10 Chapter 1: Welcome to My Universe


What is My Universe?

What Information Appears in the Components?

The information that appears in a component is determined by the component settings. Some components have default settings (which may be changed); other components require a first-time setup before information can be displayed.

The creator of a view determines the initial settings for each component in the view. See Creating Views via the View Manager on page 24.

If the same component appears in more than one view, the settings for the component can differ in each view.

EXAMPLE: The following views were created:QA Supervisors: Provides supervisors with information regarding their agents. This view includes the following components: Scheduled Reports, Agent Performance, Evaluation Status, Monthly Comparison - Quality and Monthly Comparison - Productivity.Business Managers: Provides managers with a business perspective. This view includes the following components: Scheduled Reports, Recent Highlights, Productivity Trend and Agent Performance.Agents Display: Provides agents with information regarding their own performance. This view includes the following components: My Latest Evaluations, My Packages, My Latest Interactions, My Evaluation Trend and My Productivity Trend.

Each of these views were assigned to different users of My Universe.

EXAMPLE: Recent Highlights: By default, this component displays today’s five top scores over 90 and today’s five lowest scores below 60.Agent Performance: Requires first-time setup by defining which agents will appears in the component.

EXAMPLE: The Agent Performance component is placed in several views. For each view, different settings were defined.In the QA Supervisors view, the Agent Performance component displays all agents from the Trainees department over the last seven days.In the Business Manager view, the Agent Performance component displays all agents from the entire business unit over the last thirty days.



What is My Universe?

What are Customized Components (Generic Queries)?

In addition to the many components that are provided by My Universe as building blocks, the Generic Query component is provided to enable you to create an original, customized component.

When you create a customized component, you select a query from the Business Analyzer to serve as the basis of information for the component. The results of the query appear in the new component.

You can create one or more generic queries, thereby designing a unique, customized My Universe portal. See Generic Query on page 79.



Opening My Universe

Opening My UniverseMy Universe is part of the NICE Perform Applications Suite and can be accessed from the NICE Perform navigation bar.

To open My Universe:

1. Log in to NICE Perform.

2. In the navigation bar, click My Universe.

Your My Universe portal opens, showing your default view.

• If several views were assigned to you (and you have the proper privileges), you can select

a view for display by clicking the in the Views toolbar.

• If you have proper privileges, you can create and modify views. See Creating and Managing Views on page 17.



Navigating My Universe

Navigating My UniverseWhen you open your My Universe portal, your default view appears. The components in the default view display the most recent information retrieved from NICE Perform.

In the example below, the QA Supervisors view appears in the portal. This view is comprised of four components.

• The name of the view that is currently displayed appears in the top, left corner of My Universe.

• The Views toolbar appears in the top, right corner of My Universe. See What Tools are Available in the View Toolbar? on page 23.

• If you have more than one view assigned to you (and you have the proper privileges), you

can select a different view for display by clicking .

• If you have the proper privileges, you can modify the settings of the current view and create new views. See Creating and Managing Views on page 17.

Current View Views Toolbar

Components in the view




What is Runtime Mode? What is Design Mode?

My Universe provides two modes; each mode has its own interface and functionality:

• Runtime mode: When you open My Universe, you are immediately in Runtime mode. In this mode, your default view is displayed, providing you with up-to-date information about NICE Perform. If you have the proper access privileges, you may be able to modify your current view and change views. See Modifying Views During Runtime on page 34.

• Design mode: If you have the proper access privileges, you can enter the View Manager and work in Design mode. In this mode, you can create and modify views. In the View Manager, you can create new views and modify your own views; if you have the proper privileges, you can modify other views as well. See Creating Views via the View Manager on page 24.

How Often is the System Refreshed?

When you log in to My Universe, the system is refreshed automatically and the components in the current view display up-to-date information. The system is also refreshed automatically whenever you change views.

Specific components are refreshed as follows:

• The My Packages component is refreshed every ten minutes. Since the Coaching server also refreshes itself every ten minutes, there can be an additional time lag before the most recent packages appear in the component.

• All components that deal with Trends, Evaluation status or Monthly Comparisons as well as the Agent Performance component are refreshed every twenty-four hours.

• The Generic Query component has a customized refresh setting. When the component is defined, the creator determines how often the component will be refreshed. The default is that the component is never refreshed - meaning that the component is only refreshed when all of My Universe is refreshed automatically.




Navigation Tools

Each component provides the following tools in its title bar:

Use the tools as follows:

Tool Description

Displays a description of the component.

Opens a window in which you define the component settings. Defining settings requires appropriate access privileges.

Minimizes/maximizes the component so that only the title bar is displayed. If the creator of your view disallowed it, you will not be able to minimize the component.

Displays the component in a separate window. This enables you to view all the information displayed in the component in a separate window.

Removes the component from your current view. This is a temporary removal; when you open the view again, the component is displayed in the view. If the creator of your view disallowed it, you will not be able to delete the component from the current view.



2

Creating and Managing ViewsA view is a group of components grouped together in a specific layout. Each view provides a different perspective of information gathered from NICE Perform.

Views are assigned to users. Some users may have one view only; other users may have several views. When a user opens the My Universe portal, his/her default view appears in the portal - displaying specific components. If the user has several views assigned to him/her (and has the proper privileges), the user can then select which view to display.

This section provides instructions for creating and modifying views. In order to create/modify views you must have the proper access privileges. See My Universe Privileges on page 117.

Contents

What is a View?...............................................................................................................18

Strategies for Creating Views........................................................................................20

What Tools are Available in the View Toolbar?............................................................23

Creating Views via the View Manager...........................................................................24

Modifying Views During Runtime..................................................................................34

EXAMPLE: The following views were created:QA Supervisors: Provides supervisors with information regarding their agents. This view includes the following components: Scheduled Reports, Agent Performance, Evaluation Status, Monthly Comparison - Quality and Monthly Comparison - Productivity.Business Managers: Provides managers with a business perspective. This view includes the following components: Scheduled Reports, Recent Highlights, Productivity Trend and Agent Performance.Agents Display: Provides agents with information regarding their own performance. This view includes the following components: My Latest Evaluations, My Coaching Packages, My Latest Interactions, My Evaluation Trend and My Productivity Trend.Each of these views were assigned to different users of My Universe.

Chapter 2: Creating and Managing Views


17

What is a View?

What is a View?A view is a group of components organized together in a specific layout.

When a view is created, the following information is defined:

• A view name. When the view is displayed in My Universe, the view name appears at the top, left corner of the portal.

• Which components are in the view and where they are positioned (layout).

• What information is displayed within each component. This information is defined in the Settings window per component per view.

• Which users are assigned the view. A view can be designated as a default view for specific users.

Each time a user logs into My Universe, the user’s default view appears displaying specific components. If the user has more than one view assigned to him/her (and has the proper privileges), the user can then select a different view to display in the portal. See Selecting a View on page 34.

Here are two example views: The first view, Agent Activities, was created for agents to see the status of their own performance, the second view, Manager, was created for managers to analyze the performance of their agents.

18 Chapter 2: Creating and Managing Views


What is a View?

How are Views Created?

Views are created via the View Manager. The View Manager is the Design mode interface within My Universe that enables users to create new views and modify existing views. You must have the proper privileges to open the View Manager and create views. The creator of a view can always modify the view, even if it has been assigned to users. See Creating Views via the View Manager on page 24.

Some users have permission to modify their own views during runtime. These users can modify the current view definition and create a new view based on the current view. See Modifying Views During Runtime on page 34.



Strategies for Creating Views

Strategies for Creating ViewsWhen you create a view, you must consider the audience that will be using the view. This section provides guidelines for creating views for different audiences. Keep in mind that these strategies are global suggestions; the needs in your site may differ.

Creating a View for Agents

Use the guidelines below to help you create a view for the agents at your site.

Assign A Default View

In many cases, when agents log into My Universe, they will have one view and they will not have the privilege to select between different views. Therefore, if you create more than one view for agents, make sure to assign only one view as the default.

See Modifying a View via the View Manager on page 30 for instructions on assigning a default view.

Assign Components to an Agents View

The Agents view in My Universe should provide agents with the tools they need to analyze their performance. My Universe provides several components which are geared to agents and these display information about the logged-in user.

The following components are specifically geared towards agents:

• My Evaluation Trend: Displays the logged-in agent’s average evaluation scores in comparison with the average evaluation scores of the direct groups in which the agent is a member.

• My Feedback Trend: Displays the logged-in agent’s average feedback scores in comparison with the average feedback scores of the direct groups in which the agent is a member.

• My Productivity Trend: Displays the logged-in agent’s average productivity scores in comparison with the average productivity scores of the direct groups in which the agent is a member. The productivity score is the number of calls handled per hour.

• My Packages: Displays the coaching packages that were sent to the logged-in agent. The agent can click on a coaching package to open it and review it.

• My Latest Evaluations: Displays the evaluation scores for the logged-in agent.

• My Latest Feedbacks: Displays the latest scores the logged-in agent received on customer feedback surveys.

• My Latest Interactions: Displays the latest interactions that the logged-in agent handled.

NOTE: You can add many other components as well. When adding components, you should determine whether the component should run under creator privileges or not. See Define That Specific Components Will Run Under Creator Privileges on page 21.




Define That Specific Components Will Run Under Creator Privileges

If you want the logged-in agent to see information about other agents within a component, you must define that the component will run under creator privileges. This is necessary since agents generally do not have the privilege to query information about other agents, while the creator does have that privilege.

This is defined by selecting the Run under Creator privilege checkbox ( ) in the Component Privileges area. See Defining Privileges on page 114.

Define Whether Agents Can Minimize/Close a Component

You must determine whether agents can minimize or hide a component from their view. You may decide that some components should always remain displayed in the view, while other components may be minimized and/or closed by agents. This is defined by selecting the Can be Minimized ( ) or Can Be Closed ( ) checkboxes in the Component Privileges area. See Defining Privileges on page 114.

If you do allow components to be minimized/closed, the components will appear in their proper position in the view the next time that the agent opens the view.

Define Whether Agents Can Edit a Component

In most cases, agents do not have the privilege to edit components, so this issue is not significant.

However, if agents do have the global privilege to edit components, but you do not want the agent to edit a specific component in the view, clear the Can be Edited checkbox ( ) in the Component Privileges area. See Defining Privileges on page 114.

Creating a View for Yourself

As a supervisor or business manager, you may have the privilege to create views for yourself but not to assign views to others. See My Universe Privileges on page 117.

EXAMPLE: You place the Quality Trend component in the Agents view and you define that the component displays a comparison of all agents in the QA group (consisting of twenty-five agents). You define that the Quality Trend component will run under creator privileges.The Agents view is assigned to fifty agents - including John Smith.When John Smith logs into My Universe, the Agents view appears with the Quality Trend component. John Smith will see information about all twenty-five agents (even though he does not normally have querying privileges for these agents).

EXAMPLE: As a supervisor, you create several views for yourself:QA View, New Trainees View and Special Campaign View. Depending on your task as hand, you can select the appropriate view for display.




Here are some guidelines:

Use the Save As Feature

In the View Manager or during runtime, you can create a new view based on an existing view. This is especially helpful if you want to create several similar views. See Creating a View Based on an Existing View via the View Manager on page 32 and Creating a View based on an Existing View During Runtime on page 36.

Defining Component Privileges

When creating a view for yourself, the settings in the Component Privileges area are not significant. Since you are the creator of the component, you can always edit the component settings; and running the component under creator privilege is the same as running the component under logged-in user privileges.

Creating a View for Supervisors

In your organization, you may be responsible for creating views for high-level users, such as supervisors and business managers. See My Universe Privileges on page 117.

Here are some guidelines:

Use the Save As Feature

In the View Manager or during runtime, you can create a new view based on an existing view. This is especially helpful if you want to create several similar views. See Creating a View Based on an Existing View via the View Manager on page 32 and Creating a View based on an Existing View During Runtime on page 36.

Define Whether Users Can Edit a Component

Define whether users assigned this view will be able to edit a component.

If this view is assigned to users who have the global privilege to edit other user’s components, decide whether to allow the users to edit a specific component or not.

• To allow users to edit component settings, select the Can Be Edited checkbox ( ) in the Component Privileges area.

• If you do not want to allow users to edit component settings, clear the checkbox. See Defining Privileges on page 114.

When you clear the checkbox, only the creator of the component can edit the component settings - even if users have the global privileges to edit settings, they will not be able to edit this specific component. See Who can Modify Component Settings? on page 104.



What Tools are Available in the View Toolbar?

What Tools are Available in the View Toolbar?When you open your My Universe portal, the View toolbar appears in the top right corner.

The View toolbar provides the following tools to help you build and manage views:

Tool Name Description

View Settings Displays the settings for the current view. See Modifying the Current View During Runtime on page 34.

Select View Enables you to change the view. See Selecting a View on page 34.

Save View Saves the current view (after the view was modified).

Save View As Enables you to create a new view based on the existing view. See Creating a View based on an Existing View During Runtime on page 36.

View Manager Opens the View Manager: An interface within My Universe that displays all the previously defined views and enables you to create new views and modify existing views. See Opening the View Manager on page 24.



Creating Views via the View Manager

Creating Views via the View ManagerThe View Manager is an interface within My Universe that displays all defined views. In the View Manager you can create new views and modify existing views. You must have the proper privileges to open the View Manager and create views. See My Universe Privileges on page 117.

In the View Manager, you can do the following tasks:

• Opening the View Manager on page 24

• Creating a New View via the View Manager on page 25

• Modifying a View via the View Manager on page 30

• Creating a View Based on an Existing View via the View Manager on page 32.

Opening the View Manager

You must have the proper privileges to open the View Manager and create views.

Which views appear in the View Manager?

When you open the View Manager, all the views that you created are displayed. In addition, if you have the privilege to modify views created by other users, then all existing views are displayed.

To open the View Manager:

• In the top right corner of My Universe, click . The View Manager appears.

In the left pane (My Universe Views tree), a list of previously defined views appears. If there are no defined views, this pane is empty.

In the tree, all the views that you created are displayed. In addition, if you have the privilege to modify views created by other users, then all existing views are displayed.

You can create new views, delete views and modify views.

TIP: You can also create and modify views during runtime, see Modifying Views During Runtime on page 34.

TIP: Each time you create/modify a view, you must click Save .




To close the View Manager:

• In the top right corner of the View Manager, click . The View Manager is closed and the My Universe portal reappears.

Creating a New View via the View Manager

In the View Manager, you can create one or several views via the My Universe Settings wizard. For each view, you can define the following details:

• A view name. This name must be unique.

• The components in the view.

• The settings for each component.

• The users that are assigned this view.

You can determine that the view is not yet available to the users. This is helpful while creating views, before you are ready for the views to be available in runtime. The view will be saved, but the users will not have the view available to them.

In the wizard, you cannot assign this view as a default for users. This can only be performed by modifying a view after the view is created and saved.

After you define a view in the My Universe Settings wizard, you must save the view.

After you save a view, you can preview it. This enables you to determine whether the view is satisfactory. If it is not satisfactory, you can modify the view as needed. See Previewing a View on page 29.

After you save a view, you can assign the view as a default for users. See Setting the View as a Default on page 29.

To create a view via the View Manager:

1. Open the View Manager. See Opening the View Manager on page 24.




2. In the left pane of the View Manager, click . The My Universe Settings wizard starts.

3. Enter a View Name and a Description. The name of the view must be unique.

4. Click Next. The Groups/Users Selection window appears.




5. Select the users that can use this view as follows:

a. From the Resource Tree, select a group. You can select the All Users group to include all the users in the organization.

The group name, its subgroups and the members of the group appear in the Available Items list box.

Remember that if you select the All Users group, only those users for whom you have viewing privileges will be displayed!

b. From the Available Items list box, select groups/users and move them to the Selected Items list box. You can select the entire group, one or several subgroups and/or specific users in the group.

c. If the view should be available to the users, select Make this view available. If you do not select Make this view available, the view is saved but the assigned users will not have the view available to them.

6. Click Next. The Component Display Selection window appears. In this window, select the components in the view, define the position for the components in the view, and define the settings for each of the components.

You can copy the settings from an existing view to use as a basis for the new view (see Step 7).

You can add components to the view one by one (see Step 8).

TIP: You can enter the first letters of a user name in the text box above the Available Items list box to quickly jump to the appropriate user name.

NOTE: The number of branches that appear in the Components window is site-specific!




7. To copy the components and settings from an existing view, click the Copy Settings From dropdown arrow and select a view. The components defined for the selected view appear in the window.

You can now modify the view by adding/deleting/moving components (see Step 8) or changing component settings.

8. To select components for the view, do the following:

a. In the Components list, expand a branch and select a component.

b. Double-click the component or click . This moves the component name either to the Left or Middle list boxes, representing the position of the component when this view is displayed in the portal.

Some components can only appear in the middle area of the portal, since this area is wider, therefore the component name is moved to the Middle list box. You cannot move these components to the Left/Right list boxes.

Other components can appear in any area of the portal. These components are first moved to the Left list box. You can position the components in any of the list boxes.

c. If the component was placed in the Left list box, you can move the component to a

different position using the arrow buttons ( ). Place the component in the appropriate list box (Left/Middle/Right) which represents where you want the component to appear on the portal.

d. Use the arrow buttons ( ) to move the component up/down within the Left/Middle/Right areas.

e. Repeat this procedure for each component that you want to display in the view.

To delete a component from a list box, select the component and click .

9. Define component settings, as follows:

a. From the Left/Middle/Right list boxes, select a component name and click Edit Component . The Settings window appears.

b. Define the settings for the component and click OK. See What are the My Universe Components on page 40 for details on component parameters.

10. Click . The view appears in the My Universe Views tree in the left pane.

11. After the wizard closes, click Save to save the view.

The view is created. You can now do the following:

• Previewing a View

• Setting the View as a Default




Previewing a View

After a view is saved, you can preview it. This means that you can see how the view will appear during runtime.

To preview a view.

1. In the View Manager, select a view.

2. Click Preview . The view appears exactly as it will be displayed to the users who select this view.

3. Click to close the preview.

Setting the View as a Default

After a view is created, you can set the view as a default for specific users. If a different view was previously defined as the default for the same users, the old default is cancelled.

To set a view as a default:

1. In the View Manager, select a view.

2. Click the Users tab.

3. From the Selected Items list, select the users that will have this view as their default view.

4. Click Set .

5. Click Save (in the top, right corner of the View Manager) to save the changes to the view.




Modifying a View via the View Manager

In the View Manager, you can select a view and modify its definition. Depending on your privileges, you may be able to modify all views (even those created by others) or modify your own views only. See My Universe Privileges on page 117.

If a view has already been assigned to users, you can still modify its definition. When you save the modified view, a prompt appears notifying you that the view has been assigned to users, and asking if you wish to save the changes. If you choose to save the changes, the view will change for all the users assigned to the view.

After you modify the view, you must save it.

After you save a view, you can preview it. This enables you to determine whether the view is satisfactory. If it is not satisfactory, you can modify the view as needed. See Previewing a View on page 29.

To modify a view via the View Manager:


2. In the My Universe Views tree, select a component.

3. In the General tab, you can modify the View Name and Description.




4. In the Settings tab, you can modify which components are in the view by adding/removing components from the Left/Middle/Right list box.

• You can modify the layout/position of the components by moving components up/down or moving components to different list boxes (when allowed).

• You can edit the settings for a component, by selecting a component and clicking .

5. In the Users tab, you can modify which users are assigned the view by adding/removing users from the Selected Items list box.

• You can determine whether the view is available to these users or not by selecting/clearing Make the view available.

• You can assign this view as the default view for specific users by choosing users from the

Selected Items list box and clicking (This option is not available through the wizard.)




6. After you modify the view definition, click Save (in the top, right corner of the View Manager) to save the view.

If the view has already been assigned to users, a prompt appears.

7. If you want to modify the assigned view, click Yes.

You can now preview the view. See Previewing a View on page 29.

Creating a View Based on an Existing View via the View Manager

You can define a view and then you create other views based on this original view.

Why is this helpful?

Let’s assume that you defined a view for QA managers that includes six components. For each of these components, you defined the component settings as well. Now, you want to create a view for other managers, and four of the components will be the same. You can save the QA Managers view as a new view, edit it and then save the new view. The components and their settings are already incorporated in the new view.

To create a view based on an existing view via the View Manager:


2. In the My Universe Views tree, select a component and click . The Save View As window appears.




3. In the Save View As field, enter a name for the new view. In the View Description field, enter a logical description.

4. Click OK. The tree is refreshed to display the new view.

5. You can modify the new view as needed. See Modifying a View via the View Manager on page 30.



Modifying Views During Runtime

Modifying Views During RuntimeIf you have the proper privileges, you can open the views that have been assigned to you in the My Universe portal and modify the views as needed.

Depending on the defined privileges, some users can modify only the views that they initially created; other users can modify views created by others. See Who can Modify Component Settings? on page 104.

You can do the following tasks:

• Selecting a View on page 34

• Modifying the Current View During Runtime on page 34

• Setting the Current View as the Default View During Runtime on page 36

• Creating a View based on an Existing View During Runtime on page 36

Selecting a View

If more than one view has been assigned to you, you can change your view as needed.

To select a view:

• In your My Universe portal, click Select View . The portal is refreshed to display the selected view.

Modifying the Current View During Runtime

You can modify the current view by redefining which components are in the view and changing the position of the components. If the creator of the view enabled component editing, you can also modify component settings.

The following information cannot be modified:

• You cannot modify the list of users that are assigned the view.

• You cannot modify the Additional Component Settings information for any component.

This information can only be defined via the View Manager. See Modifying a View via the View Manager on page 30.

After you modify the view, you must save the changes to the view (by clicking in the View toolbar).

To modify the current view:

1. In the Views toolbar, click Select View . The portal is refreshed to display the selected view.




2. Click View Settings . The Components Display Selection window appears.

3. You can modify which components are in the view by adding/removing components from the Left/Middle/Right list box.

• To add a component, select the component from the Components list box and click to place the component in the Left/Middle list box.

• To delete a component from a list box, select the component and click .

4. You can modify the layout/position of the components by moving components up/down or by moving components to different list boxes (when allowed) . Some components can be place in the Middle list box only.

5. If the creator determined that the component settings can be edited, you can modify settings for a component by selecting a component by clicking . In the displayed Settings window, define component settings and click OK. See What are the My Universe Components on page 40.

6. Click Finish to save the changes to the view. The portal is refreshed to reflect these changes.

7. To save the modified view, click in the View toolbar. A confirmation message appears. Click OK.

NOTE: The number of branches that appear in the Components window is site-specific!




Setting the Current View as the Default View During Runtime

Since several views may be assigned to you, you can determine that one view is your default view. This means that each time you open your My Universe portal, the default view appears.

To set the current view as the default view:

1. In your My Universe portal, click Select View .

The Select View window appears.

2. Select the view that you want to set as the default view, and click .

The symbol appears over the selected view to indicate that it is the default.

Creating a View based on an Existing View During Runtime

You can create a new view based on an existing view. The new view can then be edited by removing/adding components and changing component settings.

To create a new view based on the current view:

1. Select a view: In your My Universe portal, click Select View . The portal is refreshed to display the selected view.




2. Click Save View As . The Save View As window appears.

3. In the Save View As field, enter a name for the new view. In the View Description field, enter a logical description.

4. Click OK. A confirmation message appears. Click OK. The portal is refreshed to display the new view.

5. You can now modify the new view, as needed. See Modifying the Current View During Runtime on page 34.



3

My Universe Components

My Universe components are the building blocks of My Universe. Each component provides up-to-date information retrieved from NICE Perform. When a user opens his/her My Universe portal, the current view appears - with its defined components.

Contents

What are the My Universe Components .......................................................................40

Defining Component Settings .....................................................................................103

Chapter 3: My Universe Components


39

What are the My Universe Components

What are the My Universe ComponentsMy Universe components are the building blocks of My Universe. Each time you create a view, you place components in the view. When a user opens his/her My Universe portal, the current view appears - with its defined components. Each component provides up-to-date information retrieved from NICE Perform.

My Universe components are divided into categories; as represented by the branches in the Components tree (in the My Universe Views Wizard). The categories displayed are site-specific; depending on the configuration of your site.

See:

• My Universe - Analytics on page 41

• My Universe - Reports on page 49

• My Universe - Queries on page 79

• My Universe - Tools on page 99

• My Universe - Total View on page 101

This section describes each component and the settings that can be defined for each component. See also Defining Component Settings on page 103 for details on defining component settings.

NOTE: The number of branches that are available is site-specific!

40 Chapter 3: My Universe Components



My Universe - Analytics

The table below describes the component under the Analytics branch.

Categories Report

General Description

This component displays the number of interactions within specific categories as well as the occurrence of detected trends within these categories. The component displays selected categories within a defined time period. You must have viewing privileges for these categories.

What are categories?

Component Description Designated for:

Categories Report Displays the number of interactions in specific categories and the detected trends over a defined period of time.

Supervisor/Business Manager

FCR Increase: Packages Analysis Summary

Displays a summary of selected Insight Manager reports that provide the Business Manager with insight into transactions not resolved during the first call. This component is available for sites that have the FCR package installed.

Business Manager

Metrics Analysis Displays selected metrics to optimize agent and supervisor behavior. Each metric identifies specific relevant interactions, thereby uncovering the systemic root-cause relating to agent/supervisor problems enabling remedial action.Note: The Metrics Analysis component is not covered in this guide. See My Universe Metrics Analysis Guide for further information.

Supervisor/Business Manager/Agent




Categories are the tools which enable you to classify your interactions based on detected words/phrases. Each time you run a category, the category analyzes a set of interactions to detect specific words/phrases used in these interactions. Categories are defined and run in the Insight Manager.

What are trends?

Trends are category patterns displaying an increase in interaction volume. You can scan one or multiple categories for a single trend. Trends are defined in the Insight Manager.

In the Categories component, you can view the number of interactions in a category over a time period as well as the trends that occurred in these categories.

• The detected trends appear as circles.

• Right-clicking a trend displays a tooltip listing the category type, the category name and the trend name.

TIP: All the categories and all the trends that are represented by the circle are displayed together.• One circle can represent more than one trend.

• One trend may be associated with more than one category.




Component Settings

First time setup is required! See Defining Component Settings on page 103 for details on opening the Settings window.

Define the following:

• Component Title: (optional) Define the displayed title in the component. See Defining a Component Title on page 109.

Time Scope: (mandatory) Define a time frame for which data is displayed (such as: within the last 30 days). See Defining a Time Scope on page 109.

• View Options: Define whether a legend and/or a summary area will be displayed in the components. See Defining Viewing Options on page 111.

• Selected Categories: (mandatory) From the Available Categories list box, select the categories for display and click Add. The category names appear in the Selected Categories list box.




• Selected Trends: (optional) The Available Trends list box is dynamic: As you place categories in the Selected Categories list box, the Available Trends list box displays the trends that have been associated with the selected categories. From the Available Trends list box, select the trends for display and click Add. The trend names appear in the Selected Trends list box.

Although selecting categories is mandatory, selecting trends is optional.

• Component Privileges: Define parameters regarding the behavior of the component during runtime, such as whether users will be allowed to edit the component during runtime. These parameters can only be defined via the Views Manager; if you opened the Settings window during runtime, the checkboxes in this area are disabled. See Defining Privileges on page 114.




FCR Increase: Packages Analysis Summary

General Description

This component enables the user to view first call resolution (FCR) reports that can provide the user with insight into transactions not resolved during the first call.

The reports that appear in My Universe are for viewing purposes only. To further investigate and analyze FCR issues, click to proceed to ClearSight. See the ClearSight Guide for further information.

This component displays deviations within the First Call Resolution categories.

• What are categories?

Categories are the tools which enable you to classify your interactions based on filters and advanced analysis, such as words/phrases used in interactions.

Categories are defined and run in the Insight Manager. The category information is taken from the categories underneath the pre-defined First Call Resolution parent category, which is provided with the FCR package (and categories underneath the Call Types parent category, to detect correlation trends). See the Insight Manager Guide for further information.

• What are trends?

Trends are various category patterns, from different perspectives, displaying a deviation. What is considered a deviation is defined in the Insight Manager. See the Insight Manager Guide for further information.




Viewing Reports

• To display the FCR summary report, click the Expand button to expand the report.

• To display the corresponding chart in the lower half of the window, click the Chart button next to the FCR summary report headings.

• The Chart icon appears next to a FCR summary report, to indicate that the corresponding chart is currently displayed in the lower half of the window.

Description of FCR Summary Reports

Below is a table describing the various FCR Reports:

NOTE: If there is no data to report (e.g. no deviation exists), the FCR summary report heading does not appear.

Report Summary Report Description Chart Description

Repeat Calls Trend

Displays the change (in percentage, absolute numbers, or change from the standard deviation) in repeat calls for the past 7 days (as per categories set in the Insight Manager), compared to data from the preceding week.The comparison is between the current day, and the same day from the previous week.

• The X axis displays the time frame.

• The Y axis displays the number of calls.

• The chart legend displays the FCR sub-categories.

Repeat Calls Correlation Trends

Displays the change in the correlation percentage, between the Call Types sub-categories and the Repeat Callers calls, for the past 7 days, compared to data from the preceding week. The comparison is between the current day, and the same day from the previous week.

• The X axis displays the time frame.

• The Y axis displays the correlation percentage.

• The chart legend displays the Call Types sub-categories.




Handle Time Distribution

Displays the change (in seconds, percentage, and in change in the standard deviation) of the average call handle times for repeat calls for the past 7 days, compared to the average call handle times for repeat calls for the preceding week.

• The X axis displays the call duration ranges.

• The Y axis displays the number of interactions.

Note: A vertical line appears displaying the AHT for the previous week.

Repeat Calls Per Group

Displays the percentage of Repeat Caller calls that were handled by each group.By default displays the groups from the organization that have the highest percentage of FCR.The comparison is per each group.Note: The report indicates if any of the groups that appear are new to this report (were not previously displayed).

• The X axis displays the groups by name.

• The Y axis displays the percentage of the group’s calls that were FCR.

Customer Repeat Calls

Displays the percentage for repeat calls for the past 7 days as compared to the preceding week, per one of the following customer segments:

• Type

• Location/Region

• Seniority in the Organization

• Customer Age

The comparison is per each customer group (E.g., Gold customer , Silver customer, or a group with seniority of 1-2 years, a group with seniority of 5-10 years, etc...)Note: The report indicates if any of the customer segments that appear are new to this report (were not previously displayed).

• The X axis displays the customer groups (e.g., customer age).

• The Y axis displays the interaction count for each of the groups.

Report Summary Report Description Chart Description




Component Settings

See Defining Component Settings on page 103 for details on opening the Settings window.

First time setup is not required. However, you can define:

• Component Title - to change the displayed title in the component. See Defining a Component Title on page 109.




My Universe - Reports

The table below describes each of the components under the Reports branch. These components are primarily designated for supervisors and agents, however, other users in the organization, such as business managers, can also view My Universe components in order to access up-to-date information.


Agent Performance Displays a comparison of the overall performance of selected agents.

Supervisor

Evaluation Status Displays the number of evaluations that were performed on selected agents within a specific time period, the number of interactions that were not yet evaluated for these agents in the same time period and the number of evaluations that were performed on the agents in the previous time period. Also displayed are the targeted number of evaluations to be performed on an agent in a set time period, per the agent’s seniority, as defined in the Users Administrator.

Supervisor

Feedback Trend Displays the trends (line charts) of agent scores and/or average group scores on customer feedback surveys.

Supervisor

Monthly Comparison - Feedback

Displays a column chart of monthly average feedback scores (received on the customer feedback surveys) per supervised agent/group - comparing the performance of this month with the previous month.

Supervisor

Monthly Comparison - Productivity

Displays a column chart of monthly average productivity scores (number of calls handled per hour) per supervised agent/group - comparing the performance of this month with the previous month.

Supervisor

Monthly Comparison - Quality

Displays a column chart of monthly average quality scores (evaluation scores) per supervised agent/group - comparing the performance of this month with the previous month.

Supervisor

My Evaluation Trend Displays the trend (line chart) of the logged-in agent’s evaluations score over a period of time compared to the average evaluation scores of the direct groups in which the agent is a member or with other comparison groups.

Agent

My Feedback Trend Displays the trend (line chart) of the logged-in agent’s feedback score (on customer feedback surveys) over a period of time compared to the average feedback scores of the direct groups in which the agent is a member or with other comparison groups.

Agent




Agent Performance

General Description

This component enables a supervisor to compare the performance of selected agents.

This component displays the average productivity score, the average evaluation score and the average feedback score for selected agents within a defined time period. The component compares the current averages with previous averages and shows whether the average has improved over the last time period (Up arrow) or declined (Down arrow).

If your site is a SmartCenter integration (TotalView), the Adherence to Schedule score is also displayed for these agents. This is a scored calculation based on an agent’s actual working hours as compared to the agent’s scheduled hours based on the selected time period (last 7 days, last 30 days and so on). The lowest score is 0 and the highest score is 1. The score does not indicate whether the agent worked extra hours or not - it only indicates how closely the agent followed his/her assigned schedule!

Agent Performance displays the following information per agent:

• The Agent Name column displays the list of selected agents.

My Productivity Trend Displays the trend (line chart) of the logged-in agent’s productivity scores over a period of time compared to the average productivity scores of the direct groups in which the agent is a member or with other comparison groups.

Agent

Productivity Trend Displays the trends (line charts) of agent scores and/or average group scores on productivity (number of calls handled per hour).

Supervisor

Quality Trend Displays the trends (line charts) of agent scores and/or average group scores on evaluations.

Supervisor


NOTE: The method for calculating the adherence to schedule is determined via the System Administrator application.




• The Productivity column displays the average productivity score. The productivity score is a weighted calculation based on the number of calls handled per hour. It is determined by calculating an average per day (based on the number of hours the agent worked that day) and then calculating an overall average for the defined time period.

• The Evaluations Average column displays an average evaluation score. The numbers in the parenthesis represent the actual number of evaluation forms performed on the agent in the defined time period.

• The Feedback Average column displays an average feedback survey score. The numbers in the parenthesis represent the actual number of feedback surveys performed on the agent in the defined time period.

• The Adherence to Schedule column displays the calculated score reflecting how close the agent followed his/her scheduled hours. A low score indicates that the agent deviated from the schedule; a high score indicates that the agent adhered to the schedule. The numbers in the parenthesis represent the actual number of scheduled hours for the agent in the defined time period.

Component Settings






• Component Title: Define the displayed title in the component (optional). See Defining a Component Title on page 109.

Time Scope: Define a time frame for which data is displayed (such as: within the last 30 days). See Defining a Time Scope on page 109. For example, if you select a time frame of seven days, then the averages will reflect the productivity, evaluation scores and feedback survey scores over the last 7 days. An arrow pointing up or down appears next to each score showing whether the current average improved/dropped compared to the previous average (over the previous 7 days).

• Evaluated Agents/Groups: Select which agents/groups you want to display. You must have viewing privileges over these agents/groups. When you select groups, it is the agents that belong to that group that are displayed, and not the group itself. See Defining the Agents/Groups that are Displayed in the Component on page 110.


• Select Forms: Select the form(s) from which you want to take the evaluation data, for display in the component. If All Forms is selected (default), data is taken from all forms that are used for the agents comparison. If you clear All Forms and select specific forms, only evaluations that were completed using those forms are used when comparing agent performance. See Defining Forms on page 113.

Evaluation Status

General Description

This component enables a supervisor to view how many interactions were evaluated for supervised agents within a specific time period and the number of target evaluations per agent.

This component displays the following information per supervised agent:

• Calls to Evaluate: The number of interactions that were selected for QM and were not yet evaluated within a specific time period.

• Number of Evaluations: The number of evaluations that were performed on the supervised agent within a specific time period.




• Last Period Evaluations: The number of evaluations that were performed on the agent in the previous time period.

• Target: The number of evaluations to be performed on the agent, as defined by company policy. This company policy is defined via the Users Administrator application. In the Users Administrator, a target value and a time frame for performing these evaluations is defined for all users. The number of evaluations targeted can be dynamic based on seniority. See the Users Administrator’s Guide.

EXAMPLE: If you define a time period of 7 days, then the component displays the following information:Calls to Evaluate: Shows the number of calls that were handled within the last 7 days that must be evaluated.Number of Evaluations: shows the number of evaluations that were performed within the last 7 days.Last Period Evaluations: Shows the number of evaluations that were performed the week before (from 14 days ago till 7 days ago).Target: Shows the total number of evaluations that you are required to perform on each agent. For example, the target value could be defined for a period of three months, with five evaluations to be performed on agents with seniority of less than three years and 10 evaluations to be performed on all agents with seniority of less than one year.




You can select an agent and click to open the Business Analyzer. You must have proper access privileges to this feature. In the Business Analyzer, you can:

• View a list of all the interactions that were handled by the selected agent and were not yet evaluated. The columns that appear in the Business Analyzer Results pane display additional details about these interactions.

• Evaluate the interactions.

Component Settings



• Component Title Define the displayed title in the component (optional). See Defining a Component Title on page 109.

• Time Scope: Define a time frame for which data is displayed (such as: within the last 30 days). See Defining a Time Scope on page 109.

• Evaluated Agents/Groups: Select which agents/groups you want to display. You must have viewing privileges over these agents/groups. See Defining the Agents/Groups that are Displayed in the Component on page 110.





Feedback Trend

General Description

This component enables a supervisor to compare agent/group average scores on customer feedback surveys.

This component displays the trends (line charts) of the average agent/group scores on customer feedback surveys. Each agent/group is represented by a different colored trend line.

Component Settings


TIP: The feedback score is the score received on the customer feedback survey.






• Trend Options: Define the time period (time frame) for which data is displayed (such as: within the last 30 days) and the intervals displayed in the graph (such as: daily or weekly). See Defining Trend Options on page 111.


• Select Users/Groups: Select which agents/groups you want to display. You must have viewing privileges over these agents/groups. See Defining the Agents/Groups that are Displayed in the Component on page 110.





Monthly Comparison - Feedback

General Description

This component enables a supervisor to view and compare the feedback scores on supervised agents/groups.

The component displays a column chart of monthly average feedback scores (on customer feedback surveys) per supervised agent/group - comparing the performance this month with the previous month. Each agent/group is represented by a different colored column, showing the change in the average quality score.

You must select which agents/groups to display in the component.

Component Settings


TIP: The feedback score is the score received on the customer feedback surveys attached to an interaction.







• Component Privileges: Define parameters regarding the behavior of the component during runtime, such as whether users will be allowed to edit the component. These settings can only be defined via the View Manager; if you opened the Settings window during runtime, the checkboxes in this area are disabled. See Defining Privileges on page 114.




Monthly Comparison - Productivity

General Description

This component enables a supervisor to view and compare the productivity scores on supervised agents/groups.

The component displays a column chart of monthly average productivity scores per supervised agent/group - comparing the performance this month with the previous month. Each agent/group is represented by a different colored column, showing the change in the average quality score.

You must select which agents/groups to display in the component. In a Multi Data Hub configuration, the component displays local users only, not users from remote sites.

TIP: The productivity score is the number of calls handled per hour. The score is calculated from the time of the agent’s first call till the time of the agent’s last call.




Component Settings









Monthly Comparison - Quality

General Description

This component enables a supervisor to view and compare the evaluation scores on supervised agents/groups.

The component displays a column chart of monthly average quality scores (evaluation scores) per supervised agent/group - comparing the performance this month with the previous month. Each agent/group is represented by a different colored column, showing the change in the average quality score.

You must select which agents/groups to display in the component. In a Multi Data Hub configuration, the component displays local users only, not users from remote sites.

TIP: The quality score is the score received for the evaluation attached to the interaction.




Component Settings





• Select Forms: Select the form(s) from which you want to take the evaluation data, for display in the component. If All Forms is selected (default), data is taken from all forms that are used for the agents being compared. If you clear All forms and select specific forms, only evaluations that were completed using those forms are used when comparing agent performance. See Defining Forms on page 113.




My Evaluation Trend

General Description

This component enables an agent to view and compare a trend (line chart) of the Agent’s average evaluation scores with the average evaluation scores of the direct groups in which the Agent is a member or with other comparison groups.

This component shows the following:

• Logged-in agent average evaluation score (quality score)

• Direct Group/Comparison Group average evaluation score

TIP: The quality score is the score received on the evaluation attached to the interaction.




Component Settings

By default, the Agent’s average evaluation scores and the average evaluation scores of the direct groups in which the agent is a member are displayed in the component, at one day intervals. By default, the component displays the scores for the last thirty days.

There are additional display options, depending on if you wish to display the Agent’s results compared to the Agent’s direct groups or to display the Agent’s results compared to comparison group(s) results.


You can define the following:







• User/Group Display Options: Follow the guidelines and recommendations displayed in the following table, to define the component according to your needs:

To Display Instructions

The Agent’s average evaluation scores in comparison to the average evaluation scores of the Agent’s direct group, when the Agent has viewing privileges over the Agent’s direct group(s).

1. Verify that no groups appear under the Selected items list box. If any group appears, the agent will not be able to see the Agent’s own direct groups.

2. In the Privileges area, verify that Run Under Creator Privileges is not selected.

The Agent’s average evaluation scores of the Agent’s direct group(s), when the Agent does not have viewing privileges over the Agent’s direct group(s).

1. Verify that no groups appear under the Selected items list box. If any group appears, the agent will not be able to see the Agent’s own direct groups.

2. In the Component Privileges area:a. Select Run Under Creator

Privileges .

b. Clear Can be Edited (to ensure that other users do not change these settings).

The Agent’s average evaluation scores in comparison to the average evaluation scores of comparison groups (where the agent is not a direct member of this group), when the agent has viewing privileges over these comparison group(s).

1. In the Select Users/Groups area, select groups for comparison. See Defining the Agents/Groups that are Displayed in the Component on page 110.


The Agent’s average evaluation scores in comparison to the average evaluation scores of comparison groups (where the agent is not a direct member of this group), and does not have viewing privileges over these comparison groups.



Privileges .





• Select Forms: Select the form(s) from which you want to take the evaluation data, for display in the component. If All Forms is selected (default), data is taken from all forms that are used for the agents and group(s) being compared. If you clear All Forms and select specific forms, only evaluations that were completed using those forms are used when comparing the agents and groups. See Defining Forms on page 113.

• Component Privileges: Define parameters regarding the behavior of the component during runtime, such as whether users will be allowed to edit the component. These settings can only be defined via the View Manager. See Defining Privileges on page 114.




My Feedback Trend

General Description

This component enables an agent to view and compare a trend (line chart) of his/her average feedback scores with the average feedback scores of the direct groups in which he/she is a member or with other comparison groups.


• Logged-in agent average feedback score (on customer feedback surveys)

• Direct Group/Comparison Group average feedback score

Component Settings

By default, the agent’s average feedback scores and the average feedback scores of the groups in which the agent is a member are displayed in the component, at one day intervals. By default, the component displays the scores for the last thirty days.



TIP: The feedback score is the score received on the customer feedback survey.










The Agent’s average feedback scores in comparison to the average feedback scores of the Agent’s direct group, when the Agent has viewing privileges over the Agent’s direct group(s).

1. Verify that no groups appear under the Selected items list box. If any group appears, the Agent will not be able to see the Agent’s own direct groups.


The Agent’s average feedback scores of the Agent’s direct group(s), when the Agent does not have viewing privileges over the Agent’s direct group(s).



Privileges .


The Agent’s average feedback scores in comparison to the average feedback scores of comparison groups (where the agent is not a direct member of this group), when the agent has viewing privileges over these comparison group(s).







The Agent’s average feedback scores in comparison to the average feedback scores of comparison groups (where the Agent is not a direct member of this group), and does not have viewing privileges over these comparison groups.


2. In the Component Privileges area:

a. Select Run Under Creator Privileges .






My Productivity Trend

General Description

This component enables an agent to view and compare a trend (line chart) of his/her productivity score with the average productivity scores of the groups in which he/she is a direct member or with other comparison groups.


• Logged-in agent average productivity score (number of calls handled per hour)

• Direct Group/Comparison Group average productivity score

Component Settings

By default, the agent’s average productivity scores and the average productivity scores of the groups in which the agent is a member are displayed in the My Productivity Trend component, at one day intervals. By default, the component displays the scores for the last thirty days.


TIP: The productivity score is the number of calls handled per hour. The score is calculated from the time of the agent’s first call till the time of the agent’s last call.











The Agent’s average productivity scores in comparison to the average productivity scores of the Agent’s direct group, when the Agent has viewing privileges over the Agent’s direct group(s).







The Agent’s average productivity scores of the Agent’s direct group(s), when the Agent does not have viewing privileges over the Agent’s direct group(s).



Privileges .


The Agent’s average productivity scores in comparison to the average productivity scores of comparison groups (where the agent is not a direct member of this group), when the agent has viewing privileges over these comparison group(s).



The Agent’s average productivity scores in comparison to the average productivity scores of comparison groups (where the agent is not a direct member of this group), and does not have viewing privileges over these comparison groups.



Privileges .






Productivity Trend

General Description

This component enables a supervisor to compare the average productivity scores of agents/groups.

This component displays the trends (line charts) the average agent/group scores on productivity (number of calls handled per hour). Each agent/group is represented by a different colored trend line.


TIP: The productivity score is determined by the number of calls handled per hour. The score is calculated from the time of the agent’s first call till the time of the agent’s last call.




Component Settings











Quality Trend

General Description

This component enables a supervisor to compare agent/group average quality scores on evaluations.

This component displays the trends (line charts) of the average agent/group quality scores. Each agent/group is represented by a different colored trend line


TIP: The quality score is the score received on evaluations.




Component Settings







• Select Forms: Select the form(s) from which you want to take the evaluation quality scores data, for display in the report. If All Forms is selected (default), data is taken from all forms that are used for agent/group average quality scores on evaluations. If you clear All Forms and select specific forms, only evaluations that were completed using those forms are used when comparing the agent/group average quality scores on evaluations. See Defining Forms on page 113.




My Universe - Queries

The table below describes each of the components under the Query branch. These components are primarily designated for supervisors and agents, however, other users in the organization, such as business managers, can also view My Universe components in order to access up-to-date information.

Generic Query

General Description

This component enables a supervisor or business manager to create a customized component based on an existing query from the Business Analyzer.

You can create one or more generic queries, thereby designing a unique, customized My Universe portal. For more information on creating and running queries, see the Business Analyzer Guide.


Generic Query Displays the results of a customized query, based on interaction, evaluation, audit trail, clip, coaching or feedback queries, as specified.


My Packages Displays the packages sent to the logged-in agent. Agents can open the packages for review.

Agent

Packages Status Displays the status of sent packages that were created by the logged-in user and any packages that were assigned to the logged-in user by others for follow up.


My Latest Evaluations Displays the latest evaluations that were performed on interactions handled by the logged-in agent. Agents can open the evaluations for review.

Agent

My Latest Feedbacks Displays the latest feedbacks that were performed on interactions handled by the logged-in agent. Agents can open the feedback surveys for review.

Agent

My Latest Interactions Displays the latest interactions that the logged-in agent handled. Agents can open the interactions and play them back.

Agent

Recent Highlights Displays the best/worst interactions based on system scores.





When you create a generic query component, you must define the following information:

• The output type: Interactions, Evaluations, Feedback, Clips, Packages or Audit Trail.

• The query that is the basis of the component (from previously defined Business Analyzer queries).

• The component title.

• The number of results to display.

• Which columns to display.

• How often the data in the component is refreshed.

• Parameters regarding the behavior of the component during runtime, such as whether users will be allowed to edit the component. These settings can only be defined via the View Manager; if you opened the Settings window during runtime, the checkboxes in this area are disabled. See Defining Privileges on page 114.

To create a customized (Generic Query) component:

1. From the Component Display Selection window, select the Generic Query component and and click . The Generic Query Settings window appears. See Defining Component Settings on page 103 for details on opening the Settings window.




2. Select the output type from the drop-down list. This list corresponds to the five modules in Business Analyzer.

The list of available queries changes to display the Business Analyzer queries defined for the selected output type. The list of available columns also changes to display the columns appropriate for the selected output type.

3. From the Queries tree, select a query.

4. To name the generic component, enter a title in the Component Title field. This title will appear in the title bar of the new component.

5. To define how many results should appear in the component, select Get last and enter a value for how many results will be displayed.

6. Select the columns that you want to display in the component by moving the appropriate columns to the Selected Columns list box. You can click the up/down arrows to determine the displayed order of the columns.

7. In the Refresh Interval area, define how often the data in the component will be refreshed.

8. In the Component Privileges area, define the behavior of the component for future users during runtime. See Defining Privileges on page 114.

9. Click OK.




My Packages

General Description

This component displays the coaching and action packages that were sent to the logged-in agent.

This component enables agents to view the packages that were sent to them, open the packages, add comments if needed and review their content. This component is refreshed every ten minutes to display up-to-date information.

An agent can click on a package to open it and review it. See Opening a Package on page 86.

An agent can delete a package from the component. See Deleting a Package on page 83.

The component is divided into two areas:

• Coaching Packages - A Coaching Package is a group of clips, interactions, evaluations, feedback surveys or files, that are sent to an agent for learning purposes. This area displays coaching packages that were sent to the logged-in agent. The area includes two sub-sections:

• Personal Packages: Displays the coaching packages that were designed specifically for the logged-in agent.

• General Packages: Displays the coaching packages that were designed for general audiences and were sent to the logged-in agent.

• Action Packages - An action package is a group of clips, interactions, evaluations, feedback surveys or files, that are sent to an agent together with a request or instruction for something to be performed. This area displays action packages that were sent to the logged-in user and is divided into sub-sections according to the different action types.

Component Settings

This component displays the coaching and action packages for whom the logged-in user is a recipient.

You can modify the default settings. See Defining Component Settings on page 103 for details on opening the Settings window.

TIP: A manager can run queries to find the packages that were reviewed by agents or to find packages not reviewed by agents.






• Component Privileges: Define parameters regarding the behavior of the component during runtime, such as whether users are allowed to edit the component. These settings can only be defined via the View Manager; if you opened the Settings window during runtime, the checkboxes in this area are disabled. See Defining Privileges on page 114.

Deleting a Package

You can delete a package from the component. This enables you to manage the number of packages listed in your component and remove old packages.

Deleting a package from a component does not completely delete the package from the system, nor does it delete the package from appearing in the My Package component of other agents. It only deletes the package from your own list of packages in your component.

To delete a package :

1. Select a package and click .

The following confirmation message appears.

2. Click Yes to confirm.

The package is removed from your list of packages in the My Packages component.




Packages Status

General Description

This component displays the status of sent packages that were created and sent from the Business Analyzer by the logged-in user. It also displays packages that were assigned to the logged-in user by others for follow up (in the Business Analyzer application).

The Packages status component is refreshed every 10 minutes to display up-to-date information.

A user can click on a package to open and view the package, but can not review the package from this component. See Deleting a Package on page 83.

The component is divided into sub-sections, according to the package name.

Component Settings

This component displays the status of sent packages that were created by the logged-in user and/or packages that were assigned to them by others for follow-up.


NOTE: Coaching packages can not be deleted from the Packages Status component. The packages are removed from the component display, as defined in the component settings.






• Select Packages Type: Define if the component will display action or coaching items, or both.

• Select Recipient Type: Select whether to display all packages received or only those created by the logged-in agent.

• Select Packages Sent Date: Filter display results by selecting a time period. Seven days is selected by default, but can be modified if required.

• Select display mode: Define the display mode for this component. If the user selects Remove recipients that already reviewed the package, the package disappears from the component display once the recipient of the package reviews the package.





Opening a Package

You can open a package and do the following:

• Open the attachments to the package, such as a clip or an evaluation.

• Add comments to the package. This is relevant for the My Packages component only.

• Click Review. This indicates, that you completed your examination of the package. After you click Review, the symbol appears under the Reviewed column for this package. This is relevant for the My Packages component only.

To open and review a package:

1. From the My Packages or Packages Status component, double-click a package name to open it. The package appears with instructions.

2. If attachments exist, double-click an attachment to open it.




3. For packages that appear in the My Packages component, you can add a comment and review the package. To do this:

a. Click .

The Review Package window opens.

b. Enter your Login Name and Password.

c. Enter your comments in the comments field and click OK.

The symbol appears under the Reviewed column for this package, in the My Packages component and Packages Status component, to indicate that the package was reviewed.




My Latest Evaluations

General Description

The My Latest Evaluations component displays the evaluations that were sent to the logged-in agent.

This component enables an agent to view his/her personal scores on recent evaluations. The component displays agent evaluations and self-evaluations. It does not display calibrations and customer evaluations.

This component displays the evaluation scores for the logged-in agent. By default, the component displays the evaluations that were performed on the logged-in agent by others and by him/herself within the last 7 days, which the agent already reviewed.

An agent can perform the following tasks:

• An agent can open the evaluation form and review it. See Opening an Evaluation on page 90.

• If the agent has the proper access privileges (to open Business Analyzer), the agent can click

to open the Business Analyzer. The Results pane displays additional information about the evaluations.

Component Settings

By default, evaluations that were performed on the logged-in agent by others and by him/herself within the last 7 days, which the agent already reviewed, are displayed in the My Latest Evaluations component.







• Select Evaluations Type: Define which types of evaluations to display.

• To display self-evaluations, select Self.

• To display evaluations performed on agents by evaluators, select Agent.

• Select Evaluations Mode: Select whether to display the evaluations of the logged-in agent that have been reviewed; or to display all evaluations of the logged-in agent.

• Select Evaluations Count: Determine the number of evaluations that will appear in the component based on a defined number of recent calls (such as: show the last 6 evaluations) or a time period (such as: show evaluations from the last 7 days).

Select one of the following:

• Get last and enter a number of evaluations that will be displayed.

• Get calls from the last, and select a block of time. You can select the following blocks of time:




• Select Forms: Select the form(s) from which you want to take the agent's evaluation data, for display in the component. If All Forms is selection (default), data is taken from all forms that are used when evaluating the logged-in agent. If you clear All Forms and select specific forms, only evaluations that were completed using those forms are displayed. See Defining Forms on page 113.

• Privileges: Define parameters regarding the behavior of the component during runtime, such as whether users will be allowed to edit the component. These settings can only be defined via the View Manager; if you opened the Settings window during runtime, the checkboxes in this area are disabled. See Defining Privileges on page 114.

Opening an Evaluation

You can open an evaluation and review it. If the evaluation includes an Agent Review button , click the button to add your digital signature to the form.

To open an evaluation:

1. Click an evaluation name to open it. The evaluation appears.

2. Review the comments.

3. If the appears at the top of the form, this indicates that you should add your digital signature after reviewing it.

After you complete your review of the evaluation, click . The Review window opens. Enter your username and password and click OK.




My Latest Feedbacks

General Description

This component enables an agent to view the feedback scores that customers filled out on the logged-in agent’s interactions.

This component displays the latest scores received on customer feedback surveys (that were filled out on interactions handled by the logged-in agent). By default, feedback survey scores from the last thirty days appear in the component.


• An agent can open the feedback survey and review it. See Opening a Feedback Survey on page 93.


to open the Business Analyzer. The Results pane displays additional information about the feedback surveys.

Component Settings

By default, feedback survey scores performed on the logged-in agent during the last thirty days appear in the My Latest Feedback component.







• Select Feedbacks Count: Determine the number of feedback surveys that will appear in the component based on the most recent feedback surveys (such as: show the last 6 surveys) or a time period (such as: show feedback surveys from the last 7 days).


• Get last and select how many feedback surveys will be displayed.

• Get Feedback surveys from the last, and select a block of time. You can select the following blocks of time:





Opening a Feedback Survey

You can open a feedback survey and review the comments. You can play back the interaction on which the feedback survey is based. In addition, if a voice comment is added to a question, you can play it back.

To open a feedback survey

1. Click a feedback survey name to open it. The feedback survey appears.

2. Review the comments.

3. Click Play to open the interaction on which the feedback survey was based. The Player appears and you can listen to the interaction.




My Latest Interactions

General Description

This component enables an agent to view his/her recent interactions.

This component displays the latest interactions that the logged-in agent handled.

By default, the component displays a list of segments from the last 30 days (up to 50 segments) handled by the logged-in agent. You can modify the settings to display a list of complete interactions. The columns change to reflect the selected settings.


• An agent can open the interaction and play it back via the Player. See Playing an Interaction on page 96.


to open the Business Analyzer. The Results pane displays additional information about the evaluations.

Default view: Segments

Complete Interactions




Component Settings

By default, segments handled by the logged-in agent during the last thirty days appear in the My Latest Interactions component.




• Select Interaction Mode: Select whether the component will display segments or complete interactions. In the component, the columns change to reflect segments/complete interactions.

• Select Interactions Count: Determine the number of interactions that will appear in the component based on the most recent interactions (such as: show the last 6 interactions) or a time period (such as: show interactions from the last 7 days).


• Get last and select how many interactions will be displayed.

• Get calls from the last, and select a block of time. You can select the following blocks of time:




• Component Privileges: Define parameters regarding the behavior of the component during runtime, such as whether users will be allowed to edit the component. These settings can only be defined via the View Manager; if you opened the Settings window during runtime, the checkboxes in this area are disabled. See Defining Privileges on page 114

Playing an Interaction

An agent can select an interaction from the list and play it back.

To play back an interaction:

1. Select an interaction.

2. Click . The Player appears.

3. If the interaction is not played back automatically, click the Play button to listen to the interaction.




Recent Highlights

General Description

This component provides a supervisor or business manager with a high level glance at the best/worst system scores in the call center.

This component displays the best calls and the worst system scores within a specific time interval. By default, the component displays today’s 5 top scores above 90 and the 5 lowest scores below 60, based on the system score calculation in your site.

You can double-click on a row to play back an interaction.

Component Settings

By default, the 5 top scores above 90 and the 5 lowest scores below 60 for the current day are displayed in the Recent Highlights component. The scores are based on the system score calculation defined in your site.


NOTE: The system score is a calculation applied to interactions and is defined by an administrator via the Rules Manager. When a scoring rule runs, specific interactions are assigned a score.

TIP: You can display the following information at the bottom of the component:• Average System Score: Displays the average system score for all scored

interactions in the system.

• Total Scored Calls: Displays the total number of scored interactions in the system.

You can show this information by selecting the Calculate and Display Total Average Score checkbox in the Settings window.This information is not displayed by default.






• Top and Bottom Settings: Select the best/worst interactions to display,: as follow:

a. Enter the number of top scores to display equal to or above a specific value (minimum threshold). For example: 5 scores above 90.

b. Enter the number of bottom scores to display equal to or below a specific value (maximum threshold). For example: 5 scores below 50.

• Performance Criteria:

a. In the Performance Indicator field, select System Score. This indicates that the system score will serve as the criteria.

b. In the Time Interval field, select a time period.

c. To display the average system score and the total number of scored interactions, select Calculate and Display Total Average Score. The system calculates the average for all interactions that were previously scored.





My Universe - Tools

The table below describes the component under the Tools branch.

Scheduled Reports

General Description

This component enables a supervisor to view designated reports that were created via the Reporter.

By default, this component displays the scheduled reports that were generated by the Reporter for which you were defined as a subscriber. These reports, when first created, were designated for the My Universe portal.

You can perform the following tasks:


Scheduled Reports Displays reports that were defined in the Reporter to be displayed in My Universe.


NOTE: • By Default, 50 reports can be displayed in the Scheduled Reports component view.

This number is determined via the System Administrator application (Applications > Configurations).

• If more than 50 reports are sent to a user, additional reports will not reach the user’s Scheduled Reports component. Only after the user manually deletes reports from the component, will he/she be able to receive new reports.

• To navigate the entire list of reports that appear in the component view, use the scroll bar that appears on the right-hand side of the Scheduled Report component window.

TIP: Periodically review the reports that appear in the component view, and manually delete reports that are no longer required.




• Open a report for viewing.

• Delete a report from the list.

• Refresh the list to display newly generated reports.

Component Settings

This component displays the scheduled reports that were generated by the Reporter for whom the logged-in user is a subscriber.








My Universe - Total View

The table below describes the component under the TotalView branch.

This section is relevant for sites with the SmartCenter (TotalView) integration.

My Schedule

General Description

This component displays the upcoming shifts for the logged-in agent in ascending order.

The component also displays the agent’s monthly adherence to the schedule. This is a scored calculation based on an agent’s actual working hours as compared to the agent’s scheduled hours from the beginning of the current month until the current date (Month-To-Date). The lowest score is 0 and the highest score is 1. The score does not indicate whether the agent worked extra hours or not - it only indicates how closely the agent followed his/her assigned schedule!

Clicking the More button enables access to the IEX TotalView application. A login window appears. After you enter your username and password, TotalView opens, and you can view your schedules, statistics and so on.


My Schedule Displays the upcoming shifts for the logged-in agent as well as the agent’s average adherence to the schedule.

Agents

NOTE: The method for calculating the adherence to schedule is determined via the System Administrator application.




Component Settings

This component displays the upcoming shifts for the logged-in agent.

First-time setup is not required, however you can modify the default settings. See Defining Component Settings on page 103 for details on opening the Settings window.



• Shifts: Define the number of upcoming shifts to display. The default is five shifts.




Defining Component Settings

Defining Component SettingsWhat are Component Settings?

Component settings are the parameters that determine which information will be displayed inside a component.

If you have the proper privileges, you can define component settings. This information is defined per component per view in the Settings window. Component settings may be defined when a view is first created (via the View Manager) during runtime.

Component settings are defined via the Settings window. The parameters in the Settings window differ for each component. The Settings window can be accessed via the View Manager or during runtime.

• Opening the Settings Window in the View Manager on page 105

• Opening the Settings Window during Runtime on page 107

If the same component appears in more than one view, the settings for the component can differ in each view.

Some components have default settings; other components require a first-time setup to determine the component display. See What are the My Universe Components on page 40 for a description of each component and its settings.

When are Component Settings Defined?

When a user creates a view, he/she places components in the view. The user becomes the creator (owner) of the component. The creator should then define the component settings. See Creating Views via the View Manager on page 24.

The creator can always modify the component settings, even if the view has been assigned to users. These settings can be modified in the View Manager or during runtime. See Modifying a View via the View Manager on page 30 or Modifying the Current View During Runtime on page 34.

EXAMPLE: The Agent Performance component is placed in several views. For each view, different settings were defined.In the Trainees view, the Agent Performance component displays all agents from the Trainees department over the last seven days.In the QA Supervisors view, the Agent Performance component displays all agents from the QA department, the Trainees department and the VIP department over the last thirty days.




Can the Component Settings be Modified?

When first defining the component settings, the creator determines whether users who are assigned this view will be able to modify the component settings in the future or not. This is determined by selecting/clearing the Can be Edited checkbox in the Settings window (Additional Component Settings area). See Defining Privileges on page 114.

• If the creator defined that future users can modify the settings, and if the users have the proper privileges, then users can modify the component settings during runtime. See Modifying the Current View During Runtime on page 34.

• If the creator defined that future users cannot modify the settings, then users cannot open the Settings window to view the parameters of the component.

Who can Modify Component Settings?

You can modify component settings under the following circumstances:

• You are the creator of the component.

-or-

• You have the privilege to modify components and the creator did not restrict modifications of the component (by clearing Can be Edited).

You must have two privileges to modify another user’s component: Edit View Component and Modify/Delete other views.




Opening the Settings Window in the View Manager

You can open the Settings window and define component settings when creating a new view or when modifying an existing view.

To open the Settings window when creating a new view:

1. Start the My Universe Settings Wizard. See Creating a New View via the View Manager on page 25.

2. In the Component Display Selection window, select a component and click . The Settings window appears.




To open the Settings window when modifying a view:

1. Select a view. See Modifying a View via the View Manager on page 30

2. Click the Settings tab.

3. Select a component and click . The Settings window appears.




Opening the Settings Window during Runtime

When you display a view in the My Universe portal, you can modify the settings of the components in the view.

To open the Settings window:

Open the Settings window in either of the following two ways:

• Display a view. Then, select a component and click . The Settings window appears.

IMPORTANTWhen you open the Settings window during runtime, the Additional Component Settings area is disabled, even if you are the creator of the component. If you want to modify one of these settings, you must open the Settings window from the View Manager. See Opening the Settings Window in the View Manager on page 105.




• Display a view. Then, click View Settings . The Components Display Selection window appears.

Select a component and click . The Settings window appears




Frequently Used Settings

The Settings window for each component is unique since it defines the parameters for a specific component. However, many of the components require the same settings. This section describes the commonly used settings. See What are the My Universe Components on page 40 for a description of the settings for each component.

See:

• Defining a Component Title

• Defining a Time Scope

• Defining the Agents/Groups that are Displayed in the Component

• Defining Trend Options

• Defining Viewing Options

• Defining Forms

• Defining Privileges

Defining a Component Title

Each component requires a component title.

The component title appears at the top of a component during runtime. If you do not provide a component title, the default name of the component is used instead.

The component title is defined in the Settings window > Component Title area.

To define a component title:

• In the Enter Component Title field, enter a title. This title will appear during runtime as the title of the component.

Defining a Time Scope

The time scope is the time period (time frame) for which data is displayed (such as: within the last 30 days).

The time scope is defined in the Settings window > Time Scope area.




To define a time scope:

• In the Time Scope field, select a time range.

Defining the Agents/Groups that are Displayed in the Component

For most components, you must select which agents/groups you want to display. You can only select those agents for whom you have viewing privileges.

When selecting the agents to display, you can also select users who have been deleted from the system.

Users are defined in the Settings window > Select Users/Groups area (see Defining Component Settings on page 103, for details of opening the Settings window).

To define the agents that will be displayed in the component:

1. From the Resource Tree, select a group. You can select the All Users group to include all the users in the organization.

The group name, its subgroups and the members of the group appear in the Available Items list box.

2. To include deleted users in the list, select the Show deleted users checkbox. This enables you to view the past performance of agents that are no longer active in the system.

3. From the Available Items list box, select groups/users, and move the required agents and groups to the Selected Items list box.

You can select the entire group, one or several subgroups and/or specific users in the group.

NOTE: In some instances the Last 14 Days time scope is not available.

TIP: You can enter the first letters of a user name in the text box above the Available Items list box to quickly select the appropriate user name.




Defining Trend Options

Components that show a trend over a period time require the definition of the trend. You need to define the following information:

• The time period (time frame) for which data is displayed (such as: within the last 30 days).

• The defined intervals displayed in the graph (such as: daily or weekly).

Trend options are defined in the Settings window > Trend Options area.

To define trend options:

1. In the Select Time Scope field, select the time period (time frame) for which data is displayed.

2. In the Select Interval field, select the intervals that will be displayed in the graph.

Defining Viewing Options

For some components, you have the option of displaying a legend at the top of the graph and the option of showing summary information at the bottom of the graph.

NOTE: In some instances the 14 Days time scope is not available.

Legend

Summary




These options are defined in the Settings window > View Options area.

To define viewing options:

1. To display the legend in the component, select Show Legend.

2. To display summary information in the component, select Show Summary.




Defining Forms

For some Report components, there is an option available to define from which evaluation the data is extracted, for display in the report. This procedure is relevant for the following Report components:

• Agent Performance

• Monthly Comparison - Quality

• My Evaluation Trend

• Quality Trend

• My Latest Evaluations

Forms are defined in the Settings window, Select Forms area (see Defining Component Settings on page 103, for instructions on how to open the Settings window).

To define the form(s) from which evaluation data is displayed in the component:

1. To expand the Select Forms area, click .

2. To include all the forms in the organization, for which you have privileges, leave the default All Forms selected.

3. To select specific forms:

a. Clear All Forms.

b. From the Resource Tree, select a group.

The available forms appear in the Available Items list box.

c. From the Available Items list box, select a form(s), and click to move the required forms to the Selected Items list box.

TIP: You can enter the first letters of a form in the text box above the Available Items list box to quickly select the appropriate user name.




Defining Privileges

You can define the actions that users can perform when they display the component in a view during runtime. These parameters are defined in the Settings window > Component Privileges area.

• Define whether users can close (hide) the component in a view during runtime or not.

If you define that the component can be closed by users, then a user can click in the component’s toolbar to remove the component from the current view. The component is not permanently removed from the view; it is only removed from the current session.

• Define whether users can minimize a component in a view during runtime or not.

If you define that the component can be minimized by users, then a user can click in the component’s toolbar to minimize the component in the current view. The next time the view is displayed, the component will appear maximized in its proper location.

• Define whether component settings can be modified by users or not. Keep in mind that when a user modifies component settings this modification will affect all other users in the system viewing this component!!

If you define that the component can be modified by users, then a user can display the component in a view and modify its settings - assuming the user has the proper privileges.

If you define that the component cannot be modified by users, then only the creator can modify the component settings. All other users with proper privileges can open the Settings window to view its definition but they cannot change the definitions.

• Define whether the component displays all the agents that the creator selected for display (by selecting Run Under Creator Privileges) or whether the component will only display those agents for whom the logged-in user has querying privileges (by clearing Run Under Creator Privileges).

IMPORTANTThese parameters can only be defined via the View Manager. When you display the Settings window during runtime, the checkboxes in the Additional Component Settings area are disabled.




If you are defining a view for agents, and you want the logged-in agent to view information in a component about other agents, you will need to select Run Under Creator Privileges. This enables the logged-in agent to view information about other agents (for whom he or she does not have querying privileges).

To define additional component settings:

1. To define that future users can modify the component (assuming they have the proper privileges), select Can Be Edited. To define that future users cannot modify the component, clear Can Be Edited.

2. To define that future users can close the component from the current session, select Can Be Closed. To define that future users cannot close the component, clear Can Be Closed.

3. To define that future users can minimize the component from the current session, select Can Be Minimized. To define that future users cannot minimize the component, clear Can Be Minimized.

4. To define that the component displays all the agents that the creator selected for display (agents for whom the creator has viewing privileges), select Run under Creator Privileges. To define that the component only displays the agents for whom the currently logged-in user has viewing privileges, clear Run under Creator Privileges.

5. If Run under Creator Privileges is selected, clear Can be Edited.

TIP: If you select the Run under Creator Privileges, then the logged-in user can view all the users for whom the creator has viewing privileges.If you do not select the Run Under Creator Privileges, then the logged-in user can view only those agents for whom he/she has viewing privileges.



A

My Universe PrivilegesPrivileges are defined via the Users Administrator application. For instructions on assigning privileges, see the Users Administrator Guide.

This appendix provides a brief description of the My Universe privileges, and provides guidelines for assigning the privileges appropriately.

Contents

What are the My Universe Privileges?........................................................................ 118

Which Privileges should be Assigned to Users? ...................................................... 119

Appendix A: My Universe Privileges


117

What are the My Universe Privileges?

What are the My Universe Privileges?The following privileges can be assigned to users:

Privilege Description

General Privileges

Use Application User can open My Universe.

Select View User can select a view in My Universe. See Selecting a View on page 34.

Edit View Component User can edit the settings of a component. Modifying the Current View During Runtime on page 34.

Allow Drilldown User can perform a drilldown action in order to view a further detailed view of the Metrics Analysis on the Agent level/Group level. See My Universe Metrics Analysis Guide for further information.

View Manager

Use View Manager Application

User can open the View Manager. See Opening the View Manager on page 24.

Assign View for Other Users User can assign a view to My Universe users, other than himself/herself. See Creating a New View via the View Manager on page 25

Modify/Delete Other Views User can modify or delete a view that other users created. See Modifying a View via the View Manager on page 30.

118 Appendix A: My Universe Privileges


Which Privileges should be Assigned to Users?

Which Privileges should be Assigned to Users?This section provides guidelines for assigning privileges to the different types of users. Keep in mind that these guidelines are global suggestions; the needs in your site may differ

Privileges for Agents

In most cases, agents will be assigned one privilege: Use My Universe.

Privileges for Mid-Level Users

Supervisors/business managers may be allowed to create views for themselves and modify their own views. See These users need the following privileges:

• Use My Universe

• Select View

• Edit View Components

Privileges for High Level Users

High level users are those users responsible for creating views and assigning views to other users. These users need the following privileges.

• Use My Universe

• Select View

• Edit View Components

• Use View Manager Application - This privilege must be assigned to all users who will create views via the View Manager.

• Assign Views to Others - If this privilege is not assigned, users can create views but cannot assign the views to other users.

• Modify Delete Other Views - If this privilege is not assigned, users can modify their own views but cannot modify views created by other users.

119 Appendix A: My Universe Privileges


B

FCR Package

In sites where the FCR (First Call Resolution) package is installed, your system includes the following additions:

• Insight Manager pre-defined categories

• The FCR Increase: Packages Analysis Summary component in My Universe

• Three My Universe views

• A lexicon group (with words/ phrases) for repeated calls

• Reports (Reporter)

Contents

FCR Package Views......................................................................................................122Supervisor View .......................................................................................................124Business Manager/Analyst View..............................................................................123Agent View ...............................................................................................................125

Appendix B: FCR Package


121

FCR Package Views

FCR Package ViewsWhen your My Universe application includes the FCR package, it includes three pre-defined views as follows:

• Business Manager/Analyst View

• Supervisor View

• Agent View

NOTE: • Remember to assign users to these views.

• The graphics displayed in this appendix are representational only, and may not appear as displayed in My Universe.

122 Appendix B: FCR Package


FCR Package Views

Business Manager/Analyst View

The following Components are displayed in this view:

• Scheduled Reports - Displays reports that were defined in the Reporter for the logged-in user.

• Generic Query - Displays all the calls from the Repeat Callers category, according to the logged-in user’s privileges, for the past 7 days (the default), and the category score for each call.

• Repeat Calls per Group - Displays the number of repeat calls per day. The report is based on the # Interactions metric, and uses the Repeat Callers filter category, to displays the trend for the number of calls in the Repeat Call category for each of the filter groups, with a gauge and a trend graph.



FCR Package Views

• Repeat Calls Trend - Displays the correlation between the number of calls in the Repeat Calls category and the number of calls in each of the call type categories.

• FCR Increase: Package Analysis Summary - This component enables the user to view first call resolution (FCR) reports that can provide the user with insight into transactions not resolved during the first call. See FCR Increase: Packages Analysis Summary on page 45 for further information.

Supervisor View


• Scheduled Reports - Displays reports that were defined in the Reporter for the logged-in user.

• Generic Query - Displays all the calls from the Repeat Callers category, and the category score for each call, for all of the logged-in user’s agents, for the past 7 days (the default).

• Repeat Calls Trend - Displays the number of repeat calls per day. The report is based on the # Interactions metric, and uses the Repeat Callers filter category, to displays the repeat calls for all of the logged-in user’s agents with a trend graph.

• AHT Distribution - Displays the handle time distribution for repeat calls for the defined time period and the average changes (if exist), for all of the logged-in user’s agents. This report is based on the AHT metric and the Repeat Callers filter category, and is displayed as a histogram.



FCR Package Views

Agent View


• Generic Query - Displays all the calls from the Repeat Callers category, for the logged-in agent, for the past 7 days (the default), and the category score for each call.



Index


126

IndexA

Agent PerformanceMy Universe component 50setting up 43, 48, 51, 102

agents, My UniverseAgent Performance 50defining component settings 110

Allow Drilldown 118

Ccomponents, My Universe 11, 16

creating customized components 12defining 103defining a time scope 109defining a title 109defining additional settings 114defining agent display 110defining trend options 111defining viewing options 111opening the Settings window 107refreshing 15

Ddefault views, My Universe 29

setting 36deleted users, My Universe

edit component 110

EEvaluation Status

My Universe Component 52setting up 54

evaluations, My UniverseEvaluation Status 52My Evaluation Trend 64My Latest Evaluations 88opening an evaluation form 90Recent Highlights 97

FFCR

Component 45Package 121

Feedback TrendMy Universe component 55setting up 55

feedback, My UniverseFeedback Trend 55Monthly Comparison Feedback 57My Feedback Trend 68My Latest Feedback 91opening a form 93Recent Highlights 97

First Call ResolutionComponent 45Package 121

GGeneric Query

creating a customized component 80customized components 12My Universe component 79

Iinteractions, My Universe

My Latest Interactions 94playing back 96

MMetrics Analysis 10

Privileges 118Monthly Comparison Feedback

My Universe component 57setting up 57

Monthly Comparison ProductivityMy Universe component 59setting up 60

Monthly Comparison QualityMy Universe component 61setting up 62

My Coaching Packagessetting up 82

My Evaluation TrendMy Universe component 64setting up 65

My Feedback Trend

Index


127


My Latest Evaluations 90My Universe component 88setting up 88

My Latest FeedbackMy Universe component 91setting up 91

My Latest InteractionsMy Universe component 94setting up 95

My Packagesopening a package 86

My Productivity TrendMy Universe component 71setting up 71

My Universecomponents 11creating customized components (Generic

Query) 12, 79creating views 24defining component settings 103introducing 10modifying a view 30modifying views during runtime 34navigation tools 16opening 13privileges 118, 119view toolbar 23views 10, 18, 19, 20

Nnavigation tools, My Universe 16

Oopening an evaluation 90

Ppackages, My Universe

component settings 82deleting 83opening a package 86opening and reviewing 86

preview views, My Universe 29privileges, My Universe 118, 119Productivity Trend


productivity, My UniverseMonthly Comparison Productivity 59My Productivity Trend 71Productivity Trend 74

QQuality Trend 76


quality, My UniverseMonthly Comparison Quality 61Quality Trend 76

queries, My UniverseGeneric Query 79My Latest Evaluations 88My Latest Feedback 91My Latest Interactions 94Recent Highlights 97

RRecent Highlights


reports, My UniverseAgent Performance 50Evaluation Status 52Feedback Trend 55Monthly Comparison Feedback 57Monthly Comparison Productivity 59Monthly Comparison Quality 61My Evaluation Trend 64My Feedback Trend 68My Productivity Trend 71Productivity Trend 74Quality Trend 76

run on creator, My Universedefining components 114

SScheduled Reports


Settings windowdefining a component title 109defining a time scope 109defining additional settings 114defining agents display 110defining component trend options 111defining viewing options 111opening 107

Ttime scope

defining component settings 109title

defining component settings 109tools, My Universe

Index


128

Scheduled Reports 99trend options

defining component settings 111

VView Manager

creating a new view 25creating new views based on existing

views 32modifying a view 30opening 24

view toolbar, My Universe 23viewing options

defining component settings 111views, My Universe 10, 18

creating 19, 24, 25creating new views 32, 36modifying 34previewing 29selecting a view 34setting a default view 29, 36strategies 20

my universe guide - rev. a2

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