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NICE Perform

Release 3.2

ROD Guide
January 2009

385A0465-05 Rev. A0

Insight from Interactions

TM

NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products.

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright 2009 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,396,371 6,115,746 6,330,025 6,785,370 6,959,079 7,203,655 7,436,887 5,185,780 5,446,603 6,122,665 6,542,602 6,856,343 6,965,886 7,240,328 5,216,744 5,457,782 6,192,346 6,564,368 6,865,604 6,970,829 7,305,082 5,274,738 5,819,005 6,246,752 6,694,374 6,870,920 7,010,106 7,333,445 5,289,368 5,911,134 6,249,570 6,728,345 6,871,229 7,010,109 7,346,186 5,325,292 5,937,029 6,252,946 6,775,372 6,880,004 7,058,589 7,383,199 5,339,203 6,044,355 6,252,947 6,785,369 6,937,706 7,085,728 7,386,105

360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations.

385A0465-05 Rev. A0

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:
EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (North, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support@nice.com

NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.
International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 Feedback North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

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Recording On Demand (ROD)


Welcome to ROD! ROD is a Windows tray application which enables an agent to record their own interactions from their own workstation. This guide explains how to use ROD.

Contents

Logging In to ROD ............................................................................................................ 6 Navigating ROD ........................................................................................................... 7 ROD Controls............................................................................................................. 13 Defining Media for Recording........................................................................................ 15 Recording Interactions .................................................................................................. 17 Tagging Recorded Interactions with Business Data ................................................... 19 Playing Back an Interaction........................................................................................... 20

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Logging In to ROD

Logging In to ROD
When you start your computer, ROD normally runs automatically and the ROD login window automatically appears.

NOTE: In certain sites, there is no need to log in to ROD, and the Loading Applications window appears.

In some sites, manual login is required.


To manually log into ROD: 1. From your desktop, double-click the ROD icon

The Recording On Demand login window appears.

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Logging In to ROD

NOTE: In Active Directory mode, the Recording On Demand login window appears, with an additional Domain drop-down list.

Click the Domain drop-down list and select the relevant domain.

2. Enter your login Name and Password. NOTE: To use ROD, you must have the proper privileges in Users Administrator. See Users Administrator Guide. 3. Click Login.

The Recording On Demand window appears.

Navigating ROD
All ROD activities are performed in one window. Recording settings and options are available from the toolbar options at the top of the window. See Accessing ROD Options on page 8. Information fields display login and interaction details. See ROD Current Interaction Details on page 11.
NOTE: ROD displays details from your current interaction. When you end this interaction, its details will remain on the ROD screen until another interaction begins.

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Logging In to ROD Recording Status Business Data Hide Record Options Username Settings Compact Mode Next line toggle for multi-line selection Recording Details

Stop

Play

Accessing ROD Options


You can access ROD options in one of the following ways:

Using the toolbar icons at the top of the ROD window. See ROD Toolbar Options on page 9.

Using the status line options. See ROD Status Line Options on page 10.

By right-clicking on the ROD window. A pop-up menu appears. Select the desired option from the menu.

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Logging In to ROD

ROD Toolbar Options

User-specific option

Field/Option Hide

Description Minimizes ROD into your system tray. See ROD Controls on page 13. Activates recording. See Recording Interactions on page 17.

Record Options

Stop

Stops the recording initiated by the agent using the ROD application.

Play

Plays back the last interaction you recorded using ROD. The Player can play back an interaction that was recorded at the site while you are still logged into ROD. When available, this displays the drop-down list of all the extension numbers mapped to the logged in agent. If you have correct privileges, you can assign business data to the current or previous (if there is no current) interaction, as long as a new interaction was not initiated. To assign business data to an interaction, see Tagging Recorded Interactions with Business Data on page 19. Opens the Settings window. To define recording settings, see Defining Media for Recording on page 15.

User Identity

Business Data

Settings

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Logging In to ROD

ROD Status Line Options

Field/Option User Name Status icon

Description Displays your User Name as defined in Users Administrator. Displays one of the following: - Logged Off - Logged In (but not participating in an interaction) - Voice (voice is currently recorded) - Screen (screen is currently recorded) - Both (voice and screen are currently recorded)

Next Line

Enables you to toggle between phone lines, when multi-line is available. Click the Right/Left arrows to toggle back and forth. Note: This is only relevant if you have more than one phone line.

Compact Mode

Hides/displays the Status fields (Activity Status, Recording Status, etc.).

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Logging In to ROD

ROD Current Interaction Details

Field Activity Status

Description Indicates one of the following: - Logged Off - Logged In (but not participating in an interaction) - Live (participating in an interaction) Note: If you are defined by Extension and not Agent ID, your Status will never appear as Logged In. When you are not participating in an interaction, Logged Off is displayed. When you are participating in an interaction, Live is displayed.

Recording Status Start Time End Time Recording Start Time Recording End Time Recording Initiator

Indicates whether the current interaction is being recorded, and what type it is (Voice/Screen/Voice+Screen). Time when the current or previous (if there is no current) interaction began. Time when the previous interaction ended. Time when recording began. Time when recording ended. Trigger that initiated recording. For example, Total Recording, Recording On Demand, Monitor, Coaching, etc. Note: If you do not have View Recording Status privileges, when recording yourself, ROD is the only initiator that you will see.

ANI

When initiating an outgoing call, the destination phone number is displayed. When receiving an incoming call, the source phone number is displayed.

DNIS

Relevant to incoming calls only.

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Logging In to ROD

Field Caller ID Error

Description A unique number that is given to the call, when it comes into the system. Displays error information in case of a failure.

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Logging In to ROD

ROD Controls
You can minimize ROD by clicking in the right corner of the ROD window. ROD continues to run in the background and can be accessed and used from the system tray.
To maximize ROD controls:

To maximize ROD, double-click the ROD icon in your system tray.


ROD

ROD opens.
To use ROD from the system tray:

Right-click the ROD icon in the tray.


ROD

A pop-up menu appears. The following options are available:

Exit - closes the application Hide - collapses the application back into the tray Record Next - records your next interaction Record All - records all interactions Record Time Interval - records a defined time interval Record - records current interaction

For information about recording options, see Recording Interactions on page 17.
Stop Current Recording - stops recording Play - plays the current recording Business Data - enables you to associate Business Data with the currently or previously recorded interaction, if a new interaction did not start yet. This functionality is privilege dependant. Preferences - enables you to define the media for recording Help - opens Help for ROD Open - maximizes the ROD window

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Logging In to ROD

To set ROD to always remain on top of other windows: 1. In the ROD window, click Settings -or-

Right-click the ROD icon in your system tray, and from the drop-down menu, select Preferences. The Settings window appears.

2. Check Keep on top. 3. Click Save

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Defining Media for Recording

Defining Media for Recording


IMPORTANT

In order to record screens, ScreenAgent needs to be installed on your workstation. Currently ROD records interaction segments only.

Before you begin to record, you need to:

Select the type of media you need to record. You can choose between either Voice, Screen, or Voice+Screen.

EXAMPLE:

You want to record your voice and screen to keep an exact record of what you typed into the company software while providing service on the phone. In this case, you will select Voice+Screen as your Recording Media.

Define a time interval for Time Interval Recording. The Time Interval Recording feature enables you to record interactions with or without CTI information, for a predefined amount of time.

EXAMPLE:

You want to record ten minutes of your voice interaction. In the Recording Media drop-down list select Voice, then in the Time Interval Recording field, enter the number 10, then select Time Interval Recording interaction will be recorded. . Ten minutes of your voice

To define media for recording: 1. Click Settings

. The Settings Window appears.

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Defining Media for Recording

2. From the Recording Media drop-down menu, select either Voice, Screen, or Voice+Screen. 3. In the Time Interval Recording field, enter a time interval in minutes.

The Time Interval Recording value defines a preset amount of time for recording a block of time.
4. (Optional) To set the ROD window to always remain displayed on top of all other windows, select Keep on top. 5. Click Save

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Recording Interactions

Recording Interactions
This section explains how you can record your interactions using ROD.
NOTE: If you have privileges to use Business Analyzer, you can query and play back all interactions that you recorded via ROD in Business Analyzer.

You can access the record options from a drop-down menu on the left side of the ROD window.
Record Options

Following is a description of the record options in ROD:

Record Buttons

Description Record Current Interaction - Use this to record your current interaction. This button is only active during an interaction .

Record Next Interaction - Use this to record your next interaction only. To use Record Next Interaction, you must be logged in, but you do not have to be participating in an interaction. Time Interval Recording - Use this to record a time interval. Before selecting Time Interval Recording, you must first define the time interval you need to record. See Defining Media for Recording on page 15. To use Time Interval Recording, the agent must be logged in, but does not need to be participating in an interaction. When you select Time Interval Recording, a new interaction is started. Record All Interactions - Use this to record all interactions. This selection will remain active until you either log out, or select a different recording option. To use Record All Interactions, you must be logged in, but you do not have to be participating in an interaction.

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Recording Interactions

EXAMPLE:

A customer calls you for online support and you decide to record the call. 1. In the Settings window, you select Voice+Screen as your Recording Media, then click Record Current Call . The call and your screen activity are simultaneously recorded. 2. You complete the call and the recording stops. However, since you are still processing this customers account, you need all the related screens recorded. 3. In the Settings window, you now select Screen as your Recording Media and in the Time Interval Recording field, you define the amount of time that you need to process the customers account. 4. You click Time Interval Recording . Your screens are now recorded even though you are no longer on the phone.

To record interactions: 1. Define media for recording. See Defining Media for Recording on page 15. 2. From the Record options drop-down menu, select a recording type.

While an interaction is being recorded, Status and Recording Status display an icon indicating that Voice, Screen, or Voice + Screen are currently being recorded. Recording Initiator indicates ROD as the recording initiator.
3. To stop recording, click Stop

ROD stops recording the interaction.

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Tagging Recorded Interactions with Business Data

Tagging Recorded Interactions with Business Data


You can tag an interaction in progress, or the previously recorded interaction with Business Data, as long as no other call has been opened.
NOTE: Availability of this option depends on privileges you were assigned.

To tag your recorded interaction with Business Data: 1. From the ROD window, click Business Data

The Business Data window appears.

NOTE: The following window is an example only.

2. Enter the relevant information in the Business Data fields. 3. Click Save

The Business Data you entered is now associated with this interaction.
TIP: When you associate specific Business Data with interactions, you can then query and play back these interactions in the Business Analyzer application. See Business Analyzer Guide.

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Playing Back an Interaction

Playing Back an Interaction


You can play back your last interaction that was recorded at the site.
To play back your last recorded interaction:

Click Play

The Player opens and plays back your last recorded interaction.
NOTE: The Player will play back your last interaction that was actually recorded at the site and while you were logged into ROD, regardless of what you selected in the Settings window.

For information about the Player, see the Player Guide.

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