Page 1 of 23 Last Updated: 16 August 2013 Throughout the fall, Verint EFM will upgrade its software to the latest release, version 7.0. SaaS customers will receive this update as part of their regularly scheduled maintenance window, and no further action is required. Customers with special release maintenance criteria will be assigned separate release upgrade dates based on mutual agreement with their Verint Account Managers. Customers with the application installed on premise will receive a separate email notifying them that the update is available for download. VERINT™ EFM 7.0 Release Overview
Transcript
Page 1 of 23 Last Updated: 16 August 2013
Throughout the fall, Verint EFM will upgrade its software to the latest release, version 7.0. SaaS customers will
receive this update as part of their regularly scheduled maintenance window, and no further action is required.
Customers with special release maintenance criteria will be assigned separate release upgrade dates based on
mutual agreement with their Verint Account Managers. Customers with the application installed on premise will
receive a separate email notifying them that the update is available for download.
VERINT™ EFM 7.0 Release Overview
Page 2 of 23 Last Updated: 16 August 2013
Table of Contents
CASE MANAGEMENT (NEW PRODUCT) 4
Survey Triggers 4
Add Triggers 4
Cases Page 6
Case Details 7
Case Reporting 8
Case Summaries 8
Case Averages 8
Case Priorities 8
Case Event Breakdown: 9
Case Management Dashboard Widgets 9
Case Setup 10
Case Priorities 10
Custom Properties 11
VERINT EFM 7.0 FEATURES 12
Star Rating Question 12
Copy Survey Page 12
Survey Designer Keyboard Navigation 13
Rank at Most X Questions 13
User and Group Media Sub-Folders 13
Enhanced HTML Tags 14
Easier Survey Sharing 14
Sharing Multiple Surveys 15
SPSS Improvements 15
Gauge Element 15
Custom Series Color for Frequency Chart and Trend Chart 16
Security Enhancements 17
API Enhancements 17
INSIGHTS TEXT ANALYTICS ENHANCEMENTS 18
Analyze Cross-Question Verbatims 18
New Chart Options for Insights Text Analytics 18
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Sentiment Trend Chart 18
Sentiment Table 18
Sentiment Trend Table 19
Heat Map 19
MOBILE OFFLINE ENHANCEMENTS 20
Link-Based Registration 20
Bulk Device Activation/Deactivation 21
Import / Export Offline Devices 21
RESOLVED ISSUES 22
KNOWN ISSUES 23
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Case Management (New Product)1 EFM 7.0 includes a new Case Management feature which helps users effectively track and resolve customer
issues. Case Management enables users to close the loop for individual customers and surface trends to improve
business processes within the organization.
Survey Triggers
Cases can be created using Triggers. The user can configure multiple triggers for a question, providing relevant
stakeholders alerts or notifications when certain conditions (like a low satisfaction score) are met.
Figure 1: Adding Survey Trigger
Add Triggers
The Add Triggers dialog allows users to define decision criteria which can trigger a direct email out to a user
and/or can create a case and alert the assigned stakeholder.
1 Case Management is available for an additional cost. Please contact your Account Manager for more details.
Survey
Trigger
s
Add
Trigger
s
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Figure 2: Adding Criteria to the Trigger
Figure 3: Adding Case Details
Add
Criteria
Assign
Cases
Define
Priority
Pipe in
values
Provide
Context
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Cases Page
The Cases page lets users view cases that have been assigned to them. From here, they can take additional actions
on the case—drilling down to more detailed views of individual cases, closing the case, re-opening it, etc. Users
with administrative privileges can look at and modify all the cases in the workgroup, including those assigned to
other users.
Figure 4: Cases Page
Actions supported on the Cases page include:
Creating a new case
Filtering cases
Assigning cases to other users
Exporting cases
Closing/re-opening cases
Case
Actions
Quick Filters Cases
Tab
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Case Details
The Case Details page opens when a user clicks an individual case. Users can find case descriptions and take
action—such as contacting the customer, adding comments to the case or placing the case on hold.
Figure 5: Case Details Page
Actions supported on the Cases Details page include:
Adding comments to a case
Assigning cases to other users
Emailing customers
Putting cases on hold
Closing/re-opening cases
Modifying a case priority
Modifying case properties
Custom Properties
Customer Information
Case Title
Case Description
Comments
Case Events
Case Actions
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Case Reporting
The Reports page features four primary reports that helps users operationalize their case data. The reports can
further be sliced and diced using several dimensions including:
a. Contact’s Company Name
b. Email id
c. Custom defined properties (e.g. a business unit or individual contributor)
Figure 6: Case Reports Page
Case Summaries
The Case Summaries reports provide users an overview of all cases in the workgroup. The cases can be filtered by
status, by user, by the business contact or by custom defined properties. This enables a rich drill-through capability
where several dimensions can be used to analyze your summary data. Users can further export all Case
Summaries reports out in various formats.
Case Averages
Case Averages allow users to look at ages for all the cases in the workgroup; statistics include open times, hold
times and resolution times). Users can also obtain workgroup-wide views of the same statistics to help understand
how the overall workgroup is performing, and help track whether or not SLAs are met.
Case Priorities
Case Priorities allow users to look at breakdown of cases in the workgroup by Priority. Here again, the cases can
be filtered using several dimensions to analyze case priorities. This helps provide users with an understanding of
where the most serious customer-facing issues are occurring within the customer journey.
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Case Event Breakdown:
Case Event Breakdown allows users to look at the real-time stages of all case management events in the
workgroup, helping to provide a rich overview of the status of your efforts to drive action and accountability.
Case Management Dashboard Widgets
Dashboard widgets allow users a quick way to help provide an overview of the status of your case management
initiatives case metrics. This is especially useful for an executive stakeholder who would like to quickly display
case data and glean insights. The widgets supported include:
Cases Opened vs. Cases Closed
Average Time Open and Average Resolution Time
Trending Properties Heat Map (see Figure 7)
Trending Properties Word Cloud
Figure 7: Trending Properties Heat Map
Users can further customize Dashboard Widgets to analyze data only for a specific user or users in the workgroup
(such as a team of direct reports) or for specific date ranges. This helps target the right insight to the stakeholders
who are best positioned to drive action and accountability.
Process under
Observation
Top Issue in the
Process
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Figure 7: Filtering Dashboard Widgets by Specific Users or Dates
Case Setup
Verint EFM’s Case Management functionality provides users with the flexibility to create custom priority lists or
tag cases with metadata that reflects the need of the individual organization.
Case Priorities
Case Priorities are configurable, allowing users to leverage the same prioritization scale across the cases tracked
in Verint’s EFM Case Management functionality as they may do in other parts of the organization. This helps users
create data consistency and use a common language to describe the severity of customer issues.
Figure 9: User-Defined Custom Priorities
Select Specific
users
Select a Date Range
Editable Priority
Value
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Custom Properties
Custom Properties allow a user to create their own metadata fields, helping ensure that the data analysis maps to
the organizations strategic priorities and the customer experience. For example, users can tag cases with pre-
defined stages along a customer journey map, helping provide a holistic view of service issues and critical
satisfaction and loyalty vulnerabilities within the customer journey.
Figure 8: User-Defined Custom Properties
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Verint EFM 7.0 Features Verint EFM 7.0 includes a number of usability enhancements and customer-requested features. Although not all
listed here, a representative sample follows.
Star Rating Question
With 7.0, users can now better engage respondents by leveraging a star rating question. A layout option for the
Scale Slider, the question provides respondents with a way to evaluate satisfaction that is commonly used across
the Web.
Figure 11: Star Rating Question
Copy Survey Page
Verint EFM users often create surveys with multiple branches or with similar question sections. With 7.0, users can
more easily replicate the look and feel of pages by leveraging the Copy Page and Duplicate Page functionality.
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Figure 9: Copy Page and Duplicate Page
Survey Designer Keyboard Navigation
Verint EFM 7.0 helps users navigate more efficiently through the survey designer with keyboard shortcuts. Tab
cycles through the various text entry fields from top to bottom while using Shift + Tab cycles through various text
entry fields from bottom to top on the survey design page. When Enter can be used on a last row/ column entry to
insert new rows/ columns and when inside a response or choice option, Escape will undo any edits to the selected
item.
Rank at Most X Questions
With 7.0, the Rank Order and Drag and Drop Rank Order questions now allow users to specify the maximum
number of choices that a respondent can select.
User and Group Media Sub-Folders
Users can now create sub-folders inside the Image Manager and Media Manager, enabling better organization of
media files. This functionality is available in both the User Media and Group Media folders.
Copy Page
Duplicate Page
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Figure 10: Create a Sub-Folder within Image Manager
Enhanced HTML Tags
Verint EFM 7.0 includes more HTML attributes like ids and classes to the generated survey html so that users can
more easily customize their surveys.
Easier Survey Sharing
Users can now share surveys from within the Inline Designer. Once a survey has been finalized, the user can click
on Properties to share the survey with other users in the workgroup.
Create a Sub-
Folder
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Figure 11: Survey Sharing Within Survey Designer
Sharing Multiple Surveys
With 7.0, users can select and share multiple surveys from the My Surveys page.
SPSS Improvements
Users can export participant information from the Distribute Dashboard’s Participant Manager to SPSS for
analysis.
Gauge Element
In Verint EFM 7.0, users can add a gauge element to their reports and their dashboards. This report element can
help users quickly analyze key metrics like a Net Score and check whether it falls within the organization’s defined
threshold.
Share Survey
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Figure 12: Gauge Element
Custom Series Color for Frequency Chart and Trend Chart
Users can now provide custom series colors for both the Frequency Chart and the Trend Chart. This allows users
to display data points from the same series with different colors as defined by a series palette.
Figure 136: Enabling Custom Series Color
Use Different Colors for
Each Column
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Security Enhancements
EFM 7.0 features several security enhancements including:
1. Enhanced Prevention from XSS attacks within surveys
2. Data Protection for Media Files that have been uploaded/ downloaded
3. New Permission bit to disable Media Manager Access
4. Preventing a Malicious Respondent from entering an executable code through surveys
API Enhancements
The GetProjectInformation API has been enhanced to include several new properties including:
1. Survey Close Date
2. Last Modified Date
3. Modifier Name
4. Survey Published Date
5. Open Date/ Create Date
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Insights Text Analytics Enhancements2
Analyze Cross-Question Verbatims Verint EFM 7.0 Insights users can opt to analyze all verbatim questions together using Insights Text Analytics
feature. This can help users understand customer sentiment across multiple questions.
New Chart Options for Insights Text Analytics
The 7.0 release provides users of the Insights modules with more flexibility in displaying their Text Analytics data.
These advanced charting options help users communicate a more complete story from their free-form survey
responses, helping to better pinpoint drivers of customer satisfaction and loyalty.
Sentiment Trend Chart
A Sentiment Trend Chart allows users to perform trend analysis on the verbatim questions and display results in
a chart. Users can analyze changes in the volume of categories discussed as well as the sentiment scores over time.
Figure 14: Sentiment Trend Chart
Sentiment Table
The Sentiment Table displays results returned from Insights Text Analytics inside a table. Users can customize
which columns (Volume, % of Volume, Sentiment) and the number of categories they want displayed in the table.
2 Users interested in purchasing Insights Text Analytics should contact their Account Managers for more information.
Month-to-
Month Trend
Analysis
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Figure 15: Sentiment Table
Sentiment Trend Table
The Sentiment Trend Table allows users to measure how a value (e.g. Volume of Top Level Categories) changes
from period to period (e.g. Day-to-Day) and highlight key changes. Uses can further customize which columns
(Volume, % of Volume, Sentiment) and how many rows they want displayed in the table.
Figure 16: Sentiment Trend Table
Heat Map
The Heat Map allows users to display their Text Analytics results inside a heat map or tree map. Within the heat
map, the size of a square indicates the volume of verbatim response within the category and the color of the square
indicates the overall sentiment score for that category.
Sentiment Table for Top Level Categories
Week over Week
Change in Sentiment
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Figure 17: Heat Map
Mobile Offline Enhancements3 The Verint EFM 7.0 release makes it easier than ever for Mobile Offline users to register devices and collect offline
survey data.
Link-Based Registration
Workgroup administrators can easily register Mobile Offline clients by sending an app link in an email to users.
When users click on the link they are automatically added to the workgroup. This enables the simultaneous
registration of multiple iOS devices running Mobile Offline.
3 Users interested in purchasing Mobile device licenses should contact their Account Managers.
Page 21 of 23 Last Updated: 16 August 2013
Figure 18: Link Based Registration
Bulk Device Activation/Deactivation
Administration users can now activate or deactivate multiple iOS devices from a workgroup. This streamlines
management of one-off survey projects that require access to the app for a limited amount of time.
Figure 20: New Administrative Actions for Devices
Import / Export Offline Devices
Admin users can further import/ export offline device information using the Actions menu in the Devices section.
This information can then be used as part of an external inventory system, making it easier to oversee projects that
require hundreds of devices.
URL for Email
Registration
Activate/
Deactivate
Import/
Export
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Resolved Issues The following is a partial list of the issues that have been resolved in the EFM 7.0 release.
Area of Application Description of the Fix
Analyze Cluster report exports had different page numbers compared to the actual page numbers in the survey report.
Analyze The top stack wasn't displaying the frequency and the percentage value in stacked column charts
Analyze If the report value in a column chart was equal to the maximum value displayed on the chart, the column wouldn't display a frequency value when the user enabled it from the Appearance drawer.
Manage Profiles When Page Block Rotation was being used and a user resumed a survey, the Answer Required validation didn’t work for some respondents.
Manage Reports Users with a custom role and "View" permissions were unable to access Response Manager when a survey was shared with them.
Manage Reports If the report value of an option was set to zero in matrix question reports, the zero value response wouldn’t appear in a chart.
Manage Reports When an email was sent to the user during exports, the email contained only a relative path to the exported file on the server and not the entire path, making it difficult to download the file.
Panel Filters When users entered a combination of special characters in Panel filters, they received an application error.
Page Rotation When page block randomization was enabled in some surveys, respondents were able to see the same order of pages displayed every time.
Questionnaire Design
When using Advanced table formatting for matrix questions with a coded choice, If the border rules was set to Group in advanced table formatting for matrix questions AND one of the choices was coded an extra row would be added to the table.
Questionnaire Design
When users published images which ended with the string "son_.jpg", the images were lost.
Questionnaire Design
When using a language other than English, conditional visibility was not honored when a criteria was set on numeric ranges for the FITB question.
Questionnaire Design
When using the scale slider question where choice options have percentage values, the % sign wouldn’t be shown with the choice options.
Questionnaire Design
When using the Internet Explorer web browser, the Hyperlink Manager wasn't working from the inline designer. The user had to use the Expanded editor to use the Hyperlink Manager.
Questionnaire Design
When using validation on a FITB whole number, any leading or trailing spaces would cause the validation to fail.
Scheduling When switching the survey mode from Transactional to Standard, the Send Invitations function wouldn’t work for certain surveys.
Survey Operation
When multi-block randomization was used within a survey, page randomization was not consistently random for all respondents after the first block was shown to the respondent.
Survey Operation
When page block randomization was used within a survey, the randomization was ignored if a page before the block was conditionally hidden.
Page 23 of 23 Last Updated: 16 August 2013
Write Invitations When sending an invitation under certain conditions, the display name associated with the From: address was not included in the invitation.
Known Issues The following is a list of issues that still exist in the EFM 7.0 release.
Area of Application Description of the Fix
Administration
When a survey using the website feedback survey template is published and if the user hasn't changed the first Fill in the Blank question from "Text" to "Whole Number", respondents will receive an "Unable to connect to survey" error. The work around is to change the Fill in the Blank question data type to Whole Number.
Manage Participants
For Multi-Language surveys, when importing participants, if the culture code for the participant is imported with all uppercase text (FR-FR), the invitation is sent out in English. The work around to send invitations according to the culture code is to import the culture code according to the convention (fr-FR).
Manage Participants
When importing participants for a survey, if the user loaded data with more than 1024 columns, the user correctly gets an Import Failed message. However, The message doesn't specify the root cause of the failure (the upload exceeded 1024 columns).
Write Invitations
When sending out an invitation, if an image with a space in the filename (e.g. file name.jpeg) has been inserted in the Invite, it will not be rendered in the invite. The work around is if the space in the filename is removed (filename.jpeg), the image renders correctly in the invite.
Write Invitations
While editing an invitation, if the users click the "To" field to open "Invitation Respondents" and click on Save the changes made prior to the save are lost. The work around is to click Save Invitations first and then click on the "To" field to open Invitation Respondents.
