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Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS Business Analyzer Overview.

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Page 1: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

1Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

www.nice.com

Business Analyzer

Overview

Page 2: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

2Insight from Interactions Business Analyzer

Lesson Objectives Describe the modules of the Business

Analyzer Describe the Evaluation workflow Clarify important terminology Differentiate between a Segment and

Complete interaction

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Business Analyzer - Overview

Use the application to:– Search and playback recorded interactions

– Evaluate interactions

– Calibrate interactions

– Find, review and modify evaluations

– Locate and analyze system messages

– Create clips and coaching packages and send them to agents

– Find customer feedback forms

Page 4: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

4Insight from Interactions Business Analyzer

Business Analyzer - Main Screen

Quick Query pane

Results pane

Queries And

SavedItemspane

Modules

Page 5: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

5Insight from Interactions Business Analyzer

Process Workflow

1.1. Search for Search for InteractionsInteractions

1.1. Search for Search for InteractionsInteractions

2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations

3.3. Search for Search for EvaluationsEvaluations

5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations

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Terminology Review

Review the meaning of important terms by “matching the columns”

Open up the linked file - BA_Graph_View.htm from the CD

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Segment Vs. Complete Interaction

CustomerAgent Supervisor

Segment 1

Segment 2

Complete Interaction

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Questions for Discussion

What is the advantage of being able to view an interaction that has both audio and screen?

Will you use calibrations? If so, who will perform calibrations?

Will you allow your agents to evaluate themselves?

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9Insight from Interactions Business Analyzer

What did we do? Described the modules of the Business

Analyzer Described the Evaluation workflow Clarified important terminology Differentiated between a Segment and

Complete interaction

Page 10: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

10Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

www.nice.com

Business Analyzer

Search for Interactions

Page 11: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

11Insight from Interactions Business Analyzer

Lesson Objectives Create and execute queries for

interactions Playback interactions Save interactions

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12Insight from Interactions Business Analyzer

Process Workflow

1.1. Search for Search for InteractionsInteractions

1.1. Search for Search for InteractionsInteractions

2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations

3.3. Search for Search for EvaluationsEvaluations

5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations

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13Insight from Interactions Business Analyzer

Quickly Locating Interactions

Query – set of criteria to search for interactions / evaluations / feedbacks

There are 3 predefined queries:

–Calls not evaluated

–Last 24 hours

–Last 7 days

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14Insight from Interactions Business Analyzer

Quick Query

The quick query displays the most frequency used search criteria

Users can set their own search criteria and determine how they are displayed in the quick query pane

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Create a Quick Query

Create and run a quick query for interactions

Open up the fileGLD_BA_Interactions_Quick Query.doc

from the CD

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18Insight from Interactions Business Analyzer

Define Search Criteria

If you wish to define additional search criteria you have 2 options:

1. Filter Settings – select addition search criteria

2. Advanced Settings – define search criteria from the advanced query window

Filter Settings

Advanced Settings

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19Insight from Interactions Business Analyzer

Query Results - Table View

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Query Results - Graph View

View a demo of the various features and options in the Graph view

Open up the linked file - BA_Graph_View.htm from the CD

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Interaction Preview Section The preview includes call’s additional information such as

participants,phone number etc.

You will be able to detect when agent talks and when customer talks (in two separate lines)

The systems can also detect when there is a talk-over – both parties talking at the same time

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Advanced Query for an Interaction

Create an Advanced query for an interaction

Open up the fileGLD_BA_Interactions_Advanced Query.doc

from the CD

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26Insight from Interactions Business Analyzer

Searching for Interactions By Comment

View a demo of how to perform a search for interactions based on a specific comment

Open up the file Full Comment Demo.htm from the CD

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Playback Interactions

Open up the fileGLD_BA_Playback Interactions.doc

from the CD

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30Insight from Interactions Business Analyzer

Nice Player – Main View

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Save Interaction As a File

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Save Interaction As a File

NMF – voice file, Nice format for compression

WAV -voice file, the standard format for compression

ASF - voice and screen - windows media player format

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What did we do? Created and executed queries for

interactions Played back interactions Saved interactions

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34Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

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Business Analyzer

Evaluate Interactions

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Lesson Objectives Understand the purpose an 3 different

types of evaluations Create and execute queries for

evaluations Set a default evaluation form

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36Insight from Interactions Business Analyzer

Process Workflow

1.1. Search for Search for InteractionsInteractions

1.1. Search for Search for InteractionsInteractions

2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations

3.3. Search for Search for EvaluationsEvaluations

5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations

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37Insight from Interactions Business Analyzer

Evaluations

Analyze the performance of individuals to improve the service quality at your site

Evaluate:– Agents interactions with customers (Agent

evaluation)– A Customer’s experience during an interaction

(Customer Experience evaluation)– Your own performance (Self evaluation)

Use custom-designed online evaluation forms

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Agent Evaluate

Evaluate an agent’s interaction with a customer

Open up the fileGLD_BA_Interactions_Evaluation.doc

from the CD

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Managing Forms Can add/remove forms from available forms list Can set a default form via Preferences

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Replace a Form

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Customer Experience Evaluations

Evaluate the customer’s experience

Not evaluating an agent

Create and use a specific Customer Evaluation form

– From customer’s viewpoint e.g. was the customer’s problem resolved

– Different privileges for customer and agent evaluations

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Customer Experience Evaluations

Can query for interactions with customer evaluations

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45Insight from Interactions Business Analyzer

Self-Evaluations

Agents can evaluate their own interactions No icon on toolbar Evaluations performed on own interactions are

saved as self-evaluations Identified by a blue evaluation icon Don’t impact on general evaluations scores Not included in My Evaluations component of My

Universe Can run reports for self-evaluations

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46Insight from Interactions Business Analyzer

Questions for Discussion

Do you think your company will utilize self-evaluations?

What is the benefit of self-evaluations?

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47Insight from Interactions Business Analyzer

What did we do? Identified the general purpose and 3

different types of evaluations Created and executed queries for

evaluations Learned how to set a default

evaluation form

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48Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

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Business Analyzer

Search for Evaluations

Page 40: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

49Insight from Interactions Business Analyzer

Lesson Objectives Create and execute a quick query for

evaluations Create and execute an advanced

query for evaluations

Page 41: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

50Insight from Interactions Business Analyzer

Process Workflow

1.1. Search for Search for InteractionsInteractions

1.1. Search for Search for InteractionsInteractions

2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations

3.3. Search for Search for EvaluationsEvaluations

5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations

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51Insight from Interactions Business Analyzer

Running a Quick Query

Create and run a quick query for evaluations

Open up the fileGLD_BA_Evaluations_Quick Query.doc

from the CD

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54Insight from Interactions Business Analyzer

Running an Advanced Query

Create an advanced query for evaluations

Open up the fileGLD_BA_Evaluations_Advanced Query.doc

from the CD

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57Insight from Interactions Business Analyzer

Questions for Discussion

Can evaluations be modified?

Who should be allowed to modify evaluations?

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What did we do? Created and executed a quick query

for evaluations Created and executed an advanced

query for evaluations

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59Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

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Business Analyzer

Calibrate Interactions

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Lesson Objectives Understand the purpose of a

calibration Mark interactions for calibration Calibrate evaluations

Page 48: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

61Insight from Interactions Business Analyzer

Process Workflow

1.1. Search for Search for InteractionsInteractions

1.1. Search for Search for InteractionsInteractions

2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations

3.3. Search for Search for EvaluationsEvaluations

5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations

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Calibrating Evaluations

A calibration is a reference evaluation of a recorded interaction

Ensures a fair and consistent evaluation process

An original evaluation can be compared to a calibration, to view variance between scores

Calibrate interactions in Interactions module

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Marking Interactions for Calibration

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Calibrate an Evaluated Interaction

Calibrate an evaluated interaction

Open up the fileGLD_Calibrating an Evaluated Interaction.doc

from the CD

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What did we do? Identified the purpose of a calibration Marked interactions for calibration Calibrated evaluations

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68Insight from Interactions Business AnalyzerINSIGHT FROM INTERACTIONS

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Business Analyzer

Summarize

Interactions

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Lesson Objectives Understand the benefits of

summarizing evaluations/calibrations Auto-summarize a calibration

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70Insight from Interactions Business Analyzer

Process Workflow

1.1. Search for Search for InteractionsInteractions

1.1. Search for Search for InteractionsInteractions

2.2. Evaluate InteractionsEvaluate Interactions2.2. Evaluate InteractionsEvaluate Interactions

4.4. Calibrate InteractionsCalibrate Interactions4.4. Calibrate InteractionsCalibrate Interactions

3.3. Search for Search for EvaluationsEvaluations

3.3. Search for Search for EvaluationsEvaluations

5.5. Summarize EvaluationsSummarize Evaluations5.5. Summarize EvaluationsSummarize Evaluations

Page 56: Insight from Interactions Business Analyzer 1 INSIGHT FROM INTERACTIONS  Business Analyzer Overview.

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Questions for Discussion

In what way can summarizing evaluations help us?

How can we use the results from a calibration to identify irregularities in an evaluation?

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Summarize Evaluations/Calibrations

Summarize 2 or more evaluations or calibrations of the same form type

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Auto-Summary

Auto-summarize a calibration to view any differences between the original evaluation

Open up the fileGLD_auto_summarize_evaluations.doc

from the CD

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Auto-summarizeView by

answer or score

Display all or only

scoreable questions

Summary Row

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Additional Reference Material

NICE Perform Workbook - Business Analyzer section

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What did we do? Identified the benefits of summarizing

evaluations/calibrations Auto-summarized a calibration


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