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NICE Perform®

Release 3.2

My Universe Guide

May 2009
385A0429-05 Rev. A1

®
Insight from Interactions TM
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385A0429-05 Rev. A1
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Contents
1
Welcome to My Universe 9
What’s New in NICE Perform Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What is My Universe? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What are My Universe Views? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What Information Appears in the Components? . . . . . . . . . . . . . . . . . . . . . 11
What are Customized Components (Generic Queries)? . . . . . . . . . . . . . . . 12
Opening My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Navigating My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
What is Runtime Mode? What is Design Mode? . . . . . . . . . . . . . . . . . . . . . 15
How Often is the System Refreshed? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Navigation Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2
Creating and Managing Views 17
What is a View? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
How are Views Created? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Strategies for Creating Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Creating a View for Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Creating a View for Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Creating a View for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
What Tools are Available in the View Toolbar? . . . . . . . . . . . . . . . . . . . . . . . 23
Creating Views via the View Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Opening the View Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Creating a New View via the View Manager . . . . . . . . . . . . . . . . . . . . . . . . 25
Previewing a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Setting the View as a Default . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Modifying a View via the View Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Contents 5

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


Creating a View Based on an Existing View via the View Manager . . . . . . . 32
Modifying Views During Runtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Selecting a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Modifying the Current View During Runtime . . . . . . . . . . . . . . . . . . . . . . . . 34
Setting the Current View as the Default View During Runtime . . . . . . . . . . . 36
Creating a View based on an Existing View During Runtime . . . . . . . . . . . . 36

3
My Universe Components 39
What are the My Universe Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
My Universe - Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Categories Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
FCR Increase: Packages Analysis Summary . . . . . . . . . . . . . . . . . . . . . 45
My Universe - Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Evaluation Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Feedback Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Monthly Comparison - Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Monthly Comparison - Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Monthly Comparison - Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
My Evaluation Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
My Feedback Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
My Productivity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Productivity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Quality Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
My Universe - Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Generic Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
My Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Packages Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
My Latest Evaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
My Latest Feedbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
My Latest Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Recent Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
My Universe - Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Scheduled Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Contents 6

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


My Universe - Total View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
My Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Defining Component Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Opening the Settings Window in the View Manager . . . . . . . . . . . . . . . . . 105
Opening the Settings Window during Runtime . . . . . . . . . . . . . . . . . . . . . 107
Frequently Used Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Defining a Component Title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Defining a Time Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Defining the Agents/Groups that are Displayed in the Component . . . . 110
Defining Trend Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Defining Viewing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Defining Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Defining Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

A
My Universe Privileges 117
What are the My Universe Privileges? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Which Privileges should be Assigned to Users? . . . . . . . . . . . . . . . . . . . . 119

B
FCR Package 121
FCR Package Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Business Manager/Analyst View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Supervisor View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Index 126

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NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


Blank page for double-sided printing.
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

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


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.

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NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


What is My Universe?

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.

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.

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.

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 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.

Chapter 1: Welcome to My Universe 11

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


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.

Chapter 1: Welcome to My Universe 12

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


Opening My Universe

Opening My Universe
My 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.

Chapter 1: Welcome to My Universe 13

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


Navigating My Universe

Navigating My Universe
When 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.
Current View Views Toolbar

Components in the view

• 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.

Chapter 1: Welcome to My Universe 14

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


Navigating My Universe

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.

Chapter 1: Welcome to My Universe 15

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


Navigating My Universe

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.

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2
Creating and Managing Views
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.

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.

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

Chapter 2: Creating and Managing Views 17

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


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.

Chapter 2: Creating and Managing Views 18

NICE Perform ® Release 3.2: My Universe Guide (Rev. A1)


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.

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Strategies for Creating Views

Strategies for Creating Views


When 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.

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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.

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).

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:
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.

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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.

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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.

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Creating Views via the View Manager

Creating Views via the View Manager


The 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.

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

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

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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.

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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.

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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.
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.

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.

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

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).

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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

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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.

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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:


1. Open the View Manager. See Opening the View Manager on page 24.
2. In the My Universe Views tree, select a component.
3. In the General tab, you can modify the View Name and Description.

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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.)

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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:


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

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

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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.

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Modifying Views During Runtime

Modifying Views During Runtime


If 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.

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Modifying Views During Runtime

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

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

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.

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Modifying Views During Runtime

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.

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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.

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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

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What are the My Universe Components

What are the My Universe Components


My 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

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

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.

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My Universe - Analytics
The table below describes the component under the Analytics branch.

Designated
Component Description
for:

Categories Report Displays the number of interactions in specific Supervisor/


categories and the detected trends over a defined Business
period of time. Manager

FCR Increase: Packages Displays a summary of selected Insight Manager Business


Analysis Summary reports that provide the Business Manager with insight Manager
into transactions not resolved during the first call.
This component is available for sites that have the FCR
package installed.

Metrics Analysis Displays selected metrics to optimize agent and Supervisor/


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

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?

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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.

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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.

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• 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.

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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.

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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.

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

Description of FCR Summary Reports

Below is a table describing the various FCR Reports:

Report Summary Report Description Chart Description

Displays the change (in • The X axis displays the time


percentage, absolute numbers, frame.
or change from the standard
• The Y axis displays the
deviation) in repeat calls for the
number of calls.
past 7 days (as per categories
Repeat Calls set in the Insight Manager), • The chart legend displays the
Trend FCR sub-categories.
compared to data from the
preceding week.
The comparison is between the
current day, and the same day
from the previous week.

Displays the change in the • The X axis displays the time


correlation percentage, between frame.
the Call Types sub-categories
• The Y axis displays the
and the Repeat Callers calls,
Repeat Calls correlation percentage.
for the past 7 days, compared to
Correlation Trends
data from the preceding week. • The chart legend displays the
The comparison is between the Call Types sub-categories.
current day, and the same day
from the previous week.

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Report Summary Report Description Chart Description

Displays the change (in seconds, • The X axis displays the call
percentage, and in change in the duration ranges.
standard deviation) of the
• The Y axis displays the
Handle Time average call handle times for
number of interactions.
Distribution repeat calls for the past 7 days,
compared to the average call Note: A vertical line appears
handle times for repeat calls for displaying the AHT for the
the preceding week. previous week.

Displays the percentage of • The X axis displays the


Repeat Caller calls that were groups by name.
handled by each group.
• The Y axis displays the
By default displays the groups percentage of the group’s
from the organization that have calls that were FCR.
Repeat Calls Per the highest percentage of FCR.
Group 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).

Displays the percentage for • The X axis displays the


repeat calls for the past 7 days customer groups (e.g.,
as compared to the preceding customer age).
week, per one of the following
• The Y axis displays the
customer segments:
interaction count for each of
• Type the groups.
• Location/Region
• Seniority in the
Organization
Customer Repeat • Customer Age
Calls 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).

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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.

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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.

Designated
Component Description
for:

Agent Performance Displays a comparison of the overall performance of Supervisor


selected agents.

Evaluation Status Displays the number of evaluations that were performed Supervisor
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.

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

Monthly Comparison - Displays a column chart of monthly average feedback Supervisor


Feedback scores (received on the customer feedback surveys) per
supervised agent/group - comparing the performance of
this month with the previous month.

Monthly Comparison - Displays a column chart of monthly average productivity Supervisor


Productivity scores (number of calls handled per hour) per
supervised agent/group - comparing the performance of
this month with the previous month.

Monthly Comparison - Displays a column chart of monthly average quality Supervisor


Quality scores (evaluation scores) per supervised agent/group -
comparing the performance of this month with the
previous month.

My Evaluation Trend Displays the trend (line chart) of the logged-in agent’s Agent
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.

My Feedback Trend Displays the trend (line chart) of the logged-in agent’s Agent
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.

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Designated
Component Description
for:

My Productivity Trend Displays the trend (line chart) of the logged-in agent’s Agent
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.

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

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

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

Agent Performance displays the following information per agent:


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

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

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Define the following:


• 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.
• 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.
• 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.

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• 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.

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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

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

Define the following:


• 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.

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• 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.

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.

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

Component Settings

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

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Define the following:


• Component Title: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• 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.
• View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing 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.
• 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.

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Monthly Comparison - Feedback

General Description

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

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

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

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

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Define the following:


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

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Monthly Comparison - Productivity

General Description

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

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 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.

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

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Monthly Comparison - Quality

General Description

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

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

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.

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

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• 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.

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

This component shows the following:


• Logged-in agent average evaluation score (quality score)
• Direct Group/Comparison Group average evaluation score

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

You can define the following:


• Component Title: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• 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.
• View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing Options on page 111.

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• 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 1. Verify that no groups appear under the
comparison to the average evaluation scores Selected items list box. If any group
of the Agent’s direct group, when the Agent appears, the agent will not be able to see
has viewing privileges over the Agent’s direct the Agent’s own direct groups.
group(s). 2. In the Privileges area, verify that Run
Under Creator Privileges is not
selected.

The Agent’s average evaluation scores of the 1. Verify that no groups appear under the
Agent’s direct group(s), when the Agent does Selected items list box. If any group
not have viewing privileges over the Agent’s appears, the agent will not be able to see
direct group(s). 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 1. In the Select Users/Groups area, select
comparison to the average evaluation scores groups for comparison. See Defining the
of comparison groups (where the agent is not Agents/Groups that are Displayed in
a direct member of this group), when the the Component on page 110.
agent has viewing privileges over these 2. In the Privileges area, verify that Run
comparison group(s). Under Creator Privileges is not selected.

The Agent’s average evaluation scores in 1. In the Select Users/Groups area, select
comparison to the average evaluation scores groups for comparison. See Defining the
of comparison groups (where the agent is not Agents/Groups that are Displayed in
a direct member of this group), and does not the Component on page 110.
have viewing privileges over these 2. In the Component Privileges area:
comparison groups.
a. Select Run Under Creator
Privileges .
b. Clear Can be Edited (to
ensure that other users do not change
these settings).

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• 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.

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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.

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

This component shows the following:


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

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Define the following:


• Component Title: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• 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.
• View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing Options on page 111.
• 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 feedback scores in 1. Verify that no groups appear under the
comparison to the average feedback scores of Selected items list box. If any group
the Agent’s direct group, when the Agent has appears, the Agent will not be able to see
viewing privileges over the Agent’s direct the Agent’s own direct groups.
group(s). 2. In the Privileges area, verify that Run
Under Creator Privileges is not
selected.

The Agent’s average feedback scores of the 1. Verify that no groups appear under the
Agent’s direct group(s), when the Agent does Selected items list box. If any group
not have viewing privileges over the Agent’s appears, the Agent will not be able to see
direct group(s). 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 feedback scores in 1. In the Select Users/Groups area, select
comparison to the average feedback scores of groups for comparison. See Defining the
comparison groups (where the agent is not a Agents/Groups that are Displayed in
direct member of this group), when the agent the Component on page 110.
has viewing privileges over these comparison 2. In the Privileges area, verify that Run
group(s). Under Creator Privileges is not
selected.

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To Display Instructions

The Agent’s average feedback scores in 1. In the Select Users/Groups area, select
comparison to the average feedback scores of groups for comparison. See Defining the
comparison groups (where the Agent is not a Agents/Groups that are Displayed in
direct member of this group), and does not the Component on page 110.
have viewing privileges over these 2. In the Component Privileges area:
comparison groups.
a. Select Run Under Creator
Privileges .

b. Clear Can be Edited (to


ensure that other users do not change
these settings).

• 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.

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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.

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.

This component shows the following:


• 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.
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.

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

You can define the following:


• Component Title: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• 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.
• View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing Options on page 111.
• 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 productivity scores in 1. Verify that no groups appear under the
comparison to the average productivity scores Selected items list box. If any group
of the Agent’s direct group, when the Agent appears, the Agent will not be able to see
has viewing privileges over the Agent’s direct the Agent’s own direct groups.
group(s). 2. In the Privileges area, verify that Run
Under Creator Privileges is not
selected.

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To Display Instructions

The Agent’s average productivity scores of the 1. Verify that no groups appear under the
Agent’s direct group(s), when the Agent does Selected items list box. If any group
not have viewing privileges over the Agent’s appears, the Agent will not be able to see
direct group(s). 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 productivity scores in 1. In the Select Users/Groups area, select
comparison to the average productivity scores groups for comparison. See Defining the
of comparison groups (where the agent is not Agents/Groups that are Displayed in
a direct member of this group), when the the Component on page 110.
agent has viewing privileges over these 2. In the Privileges area, verify that Run
comparison group(s). Under Creator Privileges is not
selected.

The Agent’s average productivity scores in 1. In the Select Users/Groups area, select
comparison to the average productivity scores groups for comparison. See Defining the
of comparison groups (where the agent is not Agents/Groups that are Displayed in
a direct member of this group), and does not the Component on page 110.
have viewing privileges over these 2. In the Component Privileges area:
comparison groups.
a. Select Run Under Creator
Privileges .
b. Clear Can be Edited (to
ensure that other users do not change
these settings).

• 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.

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Productivity Trend

General Description

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

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.

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

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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: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• 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.
• View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing 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.
• 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.

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Quality Trend

General Description

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


evaluations.

TIP: The quality score is the score received 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
You must select which agents/groups to display in the component.

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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: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• 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.
• View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing 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.
• 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.

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• 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.

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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.

Designated
Component Description
for:

Generic Query Displays the results of a customized query, based on Supervisor/


interaction, evaluation, audit trail, clip, coaching or Business
feedback queries, as specified. Manager

My Packages Displays the packages sent to the logged-in agent. Agent


Agents can open the packages for review.

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

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

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

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

Recent Highlights Displays the best/worst interactions based on system Supervisor/


scores. Business
Manager

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.

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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.

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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.

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

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.

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You can define the following:


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

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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.

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.

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

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You can define the following:


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

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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.

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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.

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

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You can define the following:


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

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• 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.

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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 perform the following tasks:
• An agent can open the feedback survey and review it. See Opening a Feedback Survey
on page 93.
• 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 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.
You can modify the default settings. See Defining Component Settings on page 103 for details
on opening the Settings window.

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You can define the following:


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

• 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.

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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.

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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.

Default view: Segments

Complete Interactions

An agent can perform the following tasks:


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

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Component Settings

By default, segments handled by the logged-in agent during the last thirty days appear in the My
Latest Interactions component.
You can modify the default settings. See Defining Component Settings on page 103 for details
on opening the Settings window.

You can define the following:


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

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• 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.

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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.

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.

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.

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.

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

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You can define the following:


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

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My Universe - Tools
The table below describes the component under the Tools branch.

Designated
Component Description
for:

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

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.

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 received, the oldest reports are automatically removed from
the component view in order to make room for 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.

You can perform the following tasks:


• Open a report for viewing.

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

You can define the following:


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

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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.

Designated
Component Description
for:

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

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

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.

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What are the My Universe Components

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.

You can define the following:


• Component Title: Define the displayed title in the component (optional). See Defining a
Component Title on page 109.
• Shifts: Define the number of upcoming shifts to display. The default is five shifts.

• 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.

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Defining Component Settings

Defining Component Settings


What 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.

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.

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.

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Defining Component Settings

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.

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Defining Component Settings

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.

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Defining Component Settings

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.

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Defining Component Settings

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.

IMPORTANT
When 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.

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.

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Defining Component Settings

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

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Defining Component Settings

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.

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Defining Component Settings

To define a time scope:


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

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

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.
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.

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Defining Component Settings

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.

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

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.

Legend

Summary

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Defining Component Settings

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.

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Defining Component Settings

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.

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Defining Component Settings

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.

IMPORTANT
These 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.

• 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).

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Defining Component Settings

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).
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.

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.

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A
My Universe Privileges
Privileges 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

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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 User can open the View Manager. See Opening the View
Application 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.

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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.

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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......................................................................................................122


Supervisor View .......................................................................................................124
Business Manager/Analyst View ..............................................................................123
Agent View ...............................................................................................................125

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FCR Package Views

FCR Package Views


When 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.

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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.

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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

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, 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.

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FCR Package Views

Agent View

The following Components are displayed in this 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.

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Index
A Feedback Trend
My Universe component 55
Agent Performance
My Universe component 50 setting up 55
setting up 43, 48, 51, 102 feedback, My Universe
agents, My Universe Feedback Trend 55
Agent Performance 50 Monthly Comparison Feedback 57
defining component settings 110 My Feedback Trend 68
Allow Drilldown 118 My Latest Feedback 91
opening a form 93
C Recent Highlights 97
First Call Resolution
components, My Universe 11, 16
creating customized components 12 Component 45
defining 103 Package 121
defining a time scope 109
defining a title 109 G
defining additional settings 114 Generic Query
defining agent display 110 creating a customized component 80
defining trend options 111 customized components 12
defining viewing options 111 My Universe component 79
opening the Settings window 107
refreshing 15 I
interactions, My Universe
D My Latest Interactions 94
playing back 96
default views, My Universe 29
setting 36
deleted users, My Universe M
edit component 110 Metrics Analysis 10
Privileges 118
E Monthly Comparison Feedback
My Universe component 57
Evaluation Status
My Universe Component 52 setting up 57
setting up 54 Monthly Comparison Productivity
evaluations, My Universe My Universe component 59
Evaluation Status 52 setting up 60
My Evaluation Trend 64 Monthly Comparison Quality
My Latest Evaluations 88 My Universe component 61
opening an evaluation form 90 setting up 62
Recent Highlights 97 My Coaching Packages
setting up 82
F My Evaluation Trend
My Universe component 64
FCR
Component 45 setting up 65
Package 121 My Feedback Trend

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My Universe component 68
setting up 68
Q
Quality Trend 76
My Latest Evaluations 90 My Universe component 76
My Universe component 88 setting up 77
setting up 88 quality, My Universe
My Latest Feedback Monthly Comparison Quality 61
My Universe component 91 Quality Trend 76
setting up 91 queries, My Universe
My Latest Interactions Generic Query 79
My Universe component 94 My Latest Evaluations 88
setting up 95 My Latest Feedback 91
My Packages My Latest Interactions 94
opening a package 86 Recent Highlights 97
My Productivity Trend
My Universe component 71 R
setting up 71 Recent Highlights
My Universe My Universe component 97
components 11 setting up 97
creating customized components (Generic reports, My Universe
Query) 12, 79 Agent Performance 50
creating views 24 Evaluation Status 52
defining component settings 103 Feedback Trend 55
introducing 10 Monthly Comparison Feedback 57
modifying a view 30 Monthly Comparison Productivity 59
modifying views during runtime 34 Monthly Comparison Quality 61
navigation tools 16 My Evaluation Trend 64
opening 13 My Feedback Trend 68
privileges 118, 119 My Productivity Trend 71
view toolbar 23 Productivity Trend 74
views 10, 18, 19, 20 Quality Trend 76
run on creator, My Universe
N defining components 114
navigation tools, My Universe 16
S
O Scheduled Reports
opening an evaluation 90 My Universe component 99
setting up 100
P Settings window
packages, My Universe defining a component title 109
component settings 82 defining a time scope 109
deleting 83 defining additional settings 114
opening a package 86 defining agents display 110
opening and reviewing 86 defining component trend options 111
preview views, My Universe 29 defining viewing options 111
privileges, My Universe 118, 119 opening 107
Productivity Trend
My Universe component 74 T
setting up 75 time scope
productivity, My Universe defining component settings 109
Monthly Comparison Productivity 59 title
My Productivity Trend 71 defining component settings 109
Productivity Trend 74 tools, My Universe

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Scheduled Reports 99 view toolbar, My Universe 23
trend options viewing options
defining component settings 111 defining component settings 111
views, My Universe 10, 18
V creating 19, 24, 25
View Manager creating new views 32, 36
creating a new view 25 modifying 34
creating new views based on existing previewing 29
views 32 selecting a view 34
modifying a view 30 setting a default view 29, 36
opening 24 strategies 20

Index 128

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