Rules Manager Guide

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Insight from InteractionsTM

NICE Perform®

Release 3

Rules Manager Guide

May 2007

385A0425-03 Rev. A3





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Contents

NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)

5

Contents

1Introducing Rules Manager 9

What is a Rule? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Rule Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Getting Started with the Rules Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Customizing the Rules List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Opening a Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Setting Column Heading Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Viewing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2Scoring Rules 19

How Do Scoring Rules Work? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Sample Scoring Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Creating a New Scoring Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Creating a New Scoring Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Viewing/Editing Scorecard Values within a Scoring Rule . . . . . . . . . . . . . . . 30

Predefined Scoring Rules for use in the Business Analyzer . . . . . . . . . . . . 31

Using Scoring Rules Outside the Rules Manager . . . . . . . . . . . . . . . . . . . . . 32

Assigning Privileges for Scoring Rules via the Users Administrator . . . . . . .32

Displaying Scoring Results in other NICE Perform Applications . . . . . . . . . 35

Locating Interactions According to Scores . . . . . . . . . . . . . . . . . . . . . . . . . 35

3Classification Rules 37

Creating a New Classification Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Predefined Classification Rules for use in the Business Analyzer . . . . . . . 41



6Contents


Using Classification Rules Outside the Rules Manager . . . . . . . . . . . . . . . . 42

Assigning Privileges for Classification Rules via the Users Administrator . .42

Displaying Classification Results in other NICE Perform Applications . . . . . 45

Locating Interactions According to Classification . . . . . . . . . . . . . . . . . . . . 45

4 Audio Analysis Rules

What is an Audio Analysis Rule? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Creating a New Audio Analysis Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

5Scheduler Rules 55

Scheduler Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Choosing a Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Filters for Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . . 59

Creating a Quality by Interaction Recording Plan . . . . . . . . . . . . . . . . . . . . 60

Quality by Time Interval Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Creating a Quality by Time Interval Recording Plan . . . . . . . . . . . . . . . . . . 65

Selective Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Filters for Selective/Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . . 69

Creating a Selective Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Creating a Negative Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Filtering by Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Defining a Recording Period: Recurrence . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Locating Interactions According to Recording Schedules . . . . . . . . . . . . . . 82

Scheduling How To’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

6Defining Storage Rules 85

What is a Storage Rule? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Creating a Storage Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Naming the New Storage Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88



7Contents


Defining a Storage Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Defining the Storage Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Defining the Storage Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Saving the Storage Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

7Managing and Viewing Rules 101

Managing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Filtering Interactions: Selecting Interactions for Rules . . . . . . . . . . . . . . . . 102

Defining the Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Editing or Removing Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Activating/Deactivating a Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Editing a Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Deleting a Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Viewing Rule Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Index 115



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Chapter 1: Introducing Rules Manager


9

1

Introducing Rules Manager

Welcome to the Rules Manager! The one-stop application for managing all NICE Perform rules.

The types of rules created with the Rules Manager are varied. Rules created with the Rules

Manager include recording schedules, storage management, selection for audio analysis, scoring

interactions, and classifying interactions for quick access in other applications, including creating

phonetic indexes for Instant Word Searches.

Contents

What is a Rule?...............................................................................................................10

Rule Types................................................................................................................. 11

Getting Started with the Rules Manager.......................................................................13

Customizing the Rules List.........................................................................................14

Opening a Rule ..........................................................................................................16

Setting Column Heading Preferences........................................................................17

Viewing Rules ............................................................................................................18

IMPORTANT

Use of the Rules Manager is dependent on your site license and your personal access

privileges. Privileges are required for both the Rules Manager and for other systems that it

accesses (such as Storage Center and Audio Analysis). Some fields and functions may not be

available.



10Chapter 1: Introducing Rules Manager


What is a Rule?

What is a Rule?

A rule allows you to create a scenario whereby an action is applied to selected interactions.

• Rules must be running to be applied to an interaction.

• Rules cannot be run on interactions that occurred in the past. They can run only on current

and future interactions.

• More than one rule of each type can run simultaneously. Each rule has its own rule name,

allowing you to identify its results separately.

EXAMPLE:

Two Scoring rules, one that scores according to the number of holds and/or transfer, and another that scores according to the incoming line and length of the interaction can run simultaneously.Some interactions might be scored by both rules. You can locate the separate scores according tothe name of each rule.

IMPORTANT

• Rules that are deleted cannot be reactivated, edited, or viewed.

• Each Scoring and Classification rule adds a new column (as a reserved field) to your

database. The total number of reserved fields that can be added to the database is 1024.

Some of these reserved fields have already been added as business data fields. Therefore,

the exact amount of Scoring and Classification columns you can add to your database is

dependant on site specifications. Scoring and Classification columns and their values

remain in your database even if the rule is deactivated or deleted.

• If you open a rule for which you do not have query privileges for all of its filters, only those

filters for which you have privileges are saved when you save the rule.

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What is a Rule?

Rule Types

Using the Rules Manager, you can create the following types of rules:

Rule Type What it does Example

Scoring Assigns a point score to each

interaction based on a combination

of different aspects of the interaction

such as how may times the caller

was placed on hold and for how

long. Interaction scores can be seen

in other applications and used to find

interactions. Each Scoring rule adds

a new column (field) to your

database. These fields remain even

after the rule is deleted.

See Scoring Rules on page 19.

A Scoring rule can score the

combined total of times a caller was

placed on hold or transferred. A high

score would indicate a difficult to

handle request or an agent in need of

assistance.

Classification Attaches a tag to selected

interactions. This allows the selected

interactions to be grouped in other

applications. Each Classification

rule adds a new column (field) to

your database. These fields remain

even after the Classification rule is

deleted.

See Classification Rules

on page 37.

A Classification rule can tag all

interactions handled by the agent

group handling Gold club

transactions and transferred to more

than two agents.

Audio

AnalysisSelects interactions for audio

analysis and specifies what type of

analysis will be performed. The

actual analysis is performed by the

Audio Analysis Server.

Creates phonetic indexes for Instant

Word Searches.

See Audio Analysis Rules

on page 47.

Analyze all interactions on the

‘Super Deal’ using Word Spotting

for the new product name by the

customer. This allows you to

determine if your customers are

comfortable with the name of your

new product.

Scheduler Initiates the recording of interactionsaccording to the time of the

interaction or other criteria such as

agent.

See Scheduler Rules on page 55.

Record all interactions between 8:00a.m. and 5:00 p.m. that are longer

than two minutes.





What is a Rule?

Storage Defines which interactions to

archive, where to archive them to,

when the archiving should take

place, and for how long they should

be saved.

See Defining Storage Rules

on page 85.

Archive all incoming interactions

handled by the Gold Club agent. Do

the archiving for one hour at 1:00

a.m. Save these interactions for one

month and then delete them.

Rule Type What it does Example

NOTE: Recording schedules are created using Scheduler rules. Sections in this

manual describing how to use the Rules Manager apply to the Scheduler. Sections

describing the behavior of rules do not apply to the Scheduler.





Getting Started with the Rules Manager


To open Rules Manager:

1. Log in to NICE Perform Applications Suite.

2. In the navigation bar, click Accessories, and choose Rules Manager .

Rules Manager appears.

3. Click the Rules Manager Sidebar to display the Rules List in the Details Pane.

Customize the look of the rules list by sorting the list and/or applying filters to display onlyselected rules. Continue with Customizing the Rules List.

Accessories Menu New RuleEditDelete

ColumnHeadings

Details

Rules

Manager Sidebar

Status

Click for Online Help

(With printedformat available)

Bar

Settings

Pane






Customizing the Rules List

Sorting the List

To sort the Rules List:

• In ascending order: Click a column heading once.

The rules list is sorted in ascending order according to the selected column.

• In descending order: Double-click a column heading.

The rules list is sorted in descending order according to the selected column.

Filtering the List

Applying a filter to the rules list limits the displayed list to show only those rules that meet the

criteria you select. Rules not displayed still exist, but are temporarily hidden from view.

You can only select criteria for your filter from the information shown in the columns of the

displayed list. You cannot filter the list by information that only appears when the rule is open. For

example, you cannot display all rules that run on Sundays, since this information is only available

when the rule is open.

You can use the following procedure to apply a filter to more than one column. When you filter

more than one column, a rule must match the criteria from all filtered columns to appear in the

filtered rules list.

Up arrow indicates ascending sort

Down arrow indicates descending sort

EXAMPLE:

Apply a filter to display only the active rules.

http://-/?-

http://-/?-






To filter the Rules List:

1. Click the arrow to the right of a column heading. A list of values appears.

2. Select an option/value from the list.

You can choose from a standard option (surrounded by parenthesis) or from a value currently

in the column.

The standard options available for all columns are as follows:

All Removes the filter from the selected column and displays all entries.

Custom Creates a custom filter based on one or two expressions. The CustomAutoFilter window appears. Do the following:

a. In the top row, click the drop-down list and select a comparison

expression.

b. In the field to the right of the comparison expression, type a value.

c. To add a second expression, select And or Or and enter the second

expression in the bottom row.

And requires that both filter criteria be met. Or requires only one of the

filter criteria be met.

d. Click OK.

Blanks Displays only those rules that do not have a value in this column.

NonBlanks Displays only those rules that have a value in this column.

Any value Displays all rules with a value equal to the selected value.

Values currentlyin the selectedcolumn

Standard options

Columnname






After you select a value for the filter, the following happens:

• The rules list is updated and only those rules that meet your chosen criteria are displayed.

• The arrow to the right of a column heading changes to blue, indicating a filtered

field.

• The applied filter is displayed in the status bar of the Rules List.

To remove a filter from one column:

• Click the column heading and select All.

To remove all filters from the rules list:

• In the Status bar of the rules list, click .

Opening a Rule

You must open a rule to edit it.

To open a rule:

• In the rules list, double-click a rule.

-or-

In the rules list, click a rule to select it and then click Edit.

Blue arrow indicates filtered column

Click to remove all filters

Edit






Shown below is a sample of an opened rule.

Setting Column Heading Preferences

You can rearrange column headings and change which columns appear in the Rules Manager window.

Changes you make to column headings in one rule type are also made to column headings in the

other rule types.

To set column heading preferences:

1. Click Settings .

Reset,Save, andClosebuttons

Click toEdit thisarea

EXAMPLE:

You change column headings in the Scoring rule window to show the following headings: Rule

Name , Description , Active and Results.

When you open the rule windows for Classification , Audio Analysis , Scheduler and Storage , the same column headings appear as in the Scoring rule window.






The Settings window appears.

2. In the Select Columns area, select column name(s) from the list under Available Fields.

3. Using the right arrow , move the selected columns to the Selected Fields area.

You can arrange the order of the columns by using the up and down arrows.

4. In the Rule Results area, in the Show Last field, type in a time value and select a time

frame (Minutes, Hours or Days) from the drop-down list.

5. Click OK to save your settings and close the Settings window.

Viewing Rules

Rules that are created for each rule type are displayed in the details pane of each rule type.

When a rule is displayed in the details pane, you can:

• Click to display the results of a rule. The interactions that were found by the rule

appear in the Business Analyzer, Interactions module (see Viewing Rule Results

on page 113).

• Click to refresh the columns Results and Completed.

NOTE: The Results and Refresh options do not appear in the Scheduler rule type.



Chapter 2: Scoring Rules


19

2

Scoring Rules

Scoring rules allow you to place a point value on each interaction. In each Scoring rule you select

one or more categories to score and define the number of percentage points to give each value. For

example, an interaction containing many transfers and holds could be given a high point value.

You can display each Scoring rule as a separate column in other NICE Perform applications and

run a query to display interactions according to the value of each rule. Scoring results can also beviewed using Reporter and My Universe.

Contents

How Do Scoring Rules Work?.......................................................................................20

Sample Scoring Rule .................................................................................................21

Creating a New Scoring Rule.........................................................................................24

Creating a New Scoring Rule.....................................................................................25

Viewing/Editing Scorecard Values within a Scoring Rule...........................................30

Predefined Scoring Rules for use in the Business Analyzer .....................................31

Using Scoring Rules Outside the Rules Manager .......................................................32

Assigning Privileges for Scoring Rules via the Users Administrator ..........................32

Displaying Scoring Results in other NICE Perform Applications................................35

Locating Interactions According to Scores.................................................................35

EXAMPLE:

A Scoring rule can give scores for the combined total of times a caller was placed on hold or transferred. A high score would indicate a difficult to handle request or an agent in need of assistance.

NOTE: Your system comes with three predefined Scoring rules and one predefined

Classification rule. The results of these rules automatically appear in the Business

Analyzer and in My Universe. However, you must define the criteria for these rules.

For more information, see Predefined Scoring Rules for use in the BusinessAnalyzer on page 31.



20Chapter 2: Scoring Rules


How Do Scoring Rules Work?


For each Scoring rule, you can score up to 5 different categories. To score a category, you create

a Scorecard.

For each Scorecard you do three things:

• Select a Category to score. For example, times on hold, or number of transfers.

• Define the Weight that this category holds relative to the other categories. Categories that are

more important should be given a higher weight. For example, define the weight for each of

3 categories as 1. Define the weight for a fourth category as 2. When the actual weight is

computed, the fourth category will count as 40% and the remaining 3 categories will each

count as 20%.

• Define a Score for each possible value in this category. For example, more than 3 times on

hold receives a score of zero, and 1 time on hold receives a score of 90.

Each time a new Scoring rule is created, a new field (column) is automatically added to the

Interactions database. This column is where scores for the Scoring rule are saved. You will need

privileges to access this column to view or query the Scoring results. For each new Scoring rule,you will have to do the following:

• Use the Users Administrator to give the relevant users permission to the new columns. See

Assigning Privileges for Scoring Rules via the Users Administrator on page 32.

• In other NICE Perform applications, display the new columns using the Preferences window.

See Displaying Scoring Results in other NICE Perform Applications on page 35.

Sample Scoring Rule on page 21 provides a sample Scoring rule for illustration purposes.

Weight vs. Actual Weight

The Weight is the value that you assign. It is relative to the other Scorecards. After you have

defined all the Scorecards for the Scoring rule, the Actual Weight of each Scorecard is calculated.

The sum of all Actual Weights will always equal 100. The Actual Weight is the percentage this

score actually receives based on the sum of all Weights from all Scorecards.

EXAMPLE:

The Scoring rule called ‘Hold’ has a Scorecard for ‘Times on hold’ with Weight = 25. This is theonly Scorecard for ‘Hold’. The Actual Weight for ‘Times on hold’ will be 100.

Thus, if an interaction receives 50 points for ‘Times on hold’ then the final score for ‘Hold’ is 50 points.

A different scorecard rule called ‘Hold and transfer’ is created. ‘Hold and transfer’ has 2Scorecards. One is for ‘Times on hold’ with Weight = 25 and the other is for ‘Number of transfers’ with Weight = 25. The Actual Weight for each Scorecard (or category), will be 50.

IMPORTANT

You must have privileges to use the Users Administrator and other NICE Perform applications.

You can create Scoring rules without these privileges.

http://-/?-

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Thus, if an interaction receives 50 points for ‘Times on hold’, it will only receive 25 points for thiscategory in the final score. If the interaction receives 100 points for ‘Number of transfers’, then it receives 50 points for ‘Number of Transfers’ in the final score. The final score for ‘Hold and transfer’ is 75 points.

Sample Scoring Rule

In this example, create a Scoring rule to rate voice interactions according to the number of times

the call was placed on hold and the amount of time that talkover occurred. (Talkover indicates that

both the agent and customer were speaking simultaneously.) This rule scores only calls that are

less than five minutes long. High scores are given for less time on hold and less talkover time.

Create the Scoring rule as follows:

• Click Filter and set the following parameters:

Duration: Less than 300 seconds

Call Direction: Inbound and Outbound

Media Type: Voice

NOTE: You do not need to select agents as part of the filter. Without specific agents

selected, all agents will be selected.






Scorecard 1 Scorecard 2

Category: Segment Hold Count

Weight: 25 (This score will count as 50% of

the final score because the sum of all Weights

is 50. Therefore, a weight of 25% becomes

50% of the Actual Weight.)

Value Range:

• 5 or more times on hold = 0 points

• 4 times on hold = 25 points



• 1 or no times on hold = 100 points

Category: Talk Over Percentage

Weight: 25 (This score will count as 50% of

the final score because the sum of all Weights

is 50. Therefore, a weight of 25% becomes

50% of the Actual Weight.)

Value Range:

• Talkover for more than 50% of the call =

0 points

• Talkover for more than 25% of the call(and less than 50% of the call) = 50 points

• Talkover for up to 25% of the call = 100

points

NOTE: 100 points for this category translates

to 50 points of the final score because this

category counts as 50% of the Actual Weight.

NOTE: 50 points for this category translates

to 25 points of the final score because this

category counts as 50% of the Actual Weight.






The following is how the final Scoring rule definition appears:

How this rule scores:

Interaction Parameters Score BreakdownFinal

Score

Interaction A: Voice interaction of 4

minutes. Call placed on hold 3 times.

Talkover for 10% of the call.

Points for Segment Hold Count = 30

(Receives 15 points in the final score

because the Actual Weight is 50%)

Points for Talk Over Percentage = 100



65

Interaction B: Voice interaction of 10

minutes. Call placed on hold 3 times.


N/A

This interaction is not selected for

scoring because it does not meet the filter

criteria. (The length of the interaction is

longer than 300 seconds/5 minutes.)

N/A

Interaction C: Voice interaction of 3

minutes. Call not placed on hold at all.


Points for Segment Hold Count = 100



Points for Talk Over Percentage = 0

50

Use thisname to identifythe rule in other applications

Select inboundand outboundvoice interactions,less than 5 minutes

Two Scorecarddefinitions

Conditionsfor selecteddefinition





Creating a New Scoring Rule


Before you create a Scoring rule

To create a new Scoring rule, you use the Rules Manager application. The Rules Manager

application can be accessed via the NICE Perform applications suite. See Getting Started with

the Rules Manager on page 13.

You will need to define three areas of information for each Scoring rule:

• General - Rule name, description, and whether it is currently active. The name you give the

rule appears in the Business Analyzer and other applications.

• Filter - Which interactions should be selected for scoring. For example, all interactions that

are longer than 60 seconds.

• Defined Scorecard List - A point value system for each field of the interaction you arescoring. For example, assign a point value to the number of times a caller was placed on hold

and/or transferred.

For a detailed explanation of Scoring rules and a sample Scoring rule, refer to How Do Scoring

Rules Work? on page 20 and Sample Scoring Rule on page 21.

After the new Scoring rule is created, a new field (column) is automatically added to the

Interactions database. This column is where scores for the Scoring rule are saved.

If the results of the new Scoring rule is used by users in other applications, they must have proper

privileges for the rules. See Assigning Privileges for Scoring Rules via the Users

Administrator on page 32.

To view the Scoring results, see Displaying Scoring Results in other NICE Perform

Applications on page 35.

To run a Query for Scoring results, see Locating Interactions According to Scores on page 35.

IMPORTANT








IMPORTANT

When creating a filter for a rule or when creating a scorecard for a Scoring rule, you can only

define fields for which you have query privileges.







Use the following procedure to create a new Scoring rule.

To create a new Scoring rule:

1. Open the Scoring rules: From the Rules Manager sidebar, click Scoring.

For a general description of how to use the Rules List, refer to Getting Started with the

Rules Manager on page 13.

2. Click .

TIP: Filter and Scorecard definitions allow you to choose from a long list of fields/

categories. The items in these lists correspond to interaction data fields. Refer to the

Interaction Data Reference Guide for itemized descriptions of these fields.

New






3. In the General area,

a. Type the Rule Name and a brief Description. The Rule Name that you enter will be used

for identifying the rule in other applications, such as the Business Analyzer and the

System Administrator (it appears as the Alias Column Name). Use a logical name.

b. Mark the Active Rule checkbox only when you are ready for the rule to run. At this time,

the rule will be validated (permissible scorecard definitions, filters, etc.).

4. Select interactions for scoring. Define a filter: In the Filter area, click Edit.

a. Using the General, Agents, and Expressions tabs, define the recorded interactions to

be selected for scoring.

Only those fields for which you have query privileges appear.

For details on using the Filter window, see Filtering Interactions: Selecting Interactions

for Rules on page 102.

b. Click OK.

Shown below is a sample Filter area.

5. In the Defined Scorecard List area, click .






The Scorecard Definition window appears.

6. Define scoring. You must define a score for each value. Values that do not meet any of the

conditions defined, receive a score of zero.

a. Select a Category. Categories correspond to interaction data fields. Refer to the

Interaction Data Reference Guide for an itemized description of the interaction data

fields.

Only those field for which you have query privileges appear.

b. Type the Weight. This is the category’s relative value to other categories.

c. For each value or range of values you want to score, in the Value Range area:

• In the Field Value, create conditions by selecting an operator and entering a value.

The operators are as follows:

• In the Score field, type the score. This value must be from 0 - 100 (inclusive).

Blank Choose this to remove a value range

< Less than

= Equal to

<= Less than or equal to

>= Greater than or equal to

> Greater than






d. Click OK. The scorecard appears in the Defined Scorecard List.

The Weight is the value that you assign. It is relative to the other Scorecards. After you

have defined all the Scorecards for the Scoring rule, the Actual Weight of each Scorecard

is calculated. The sum of all Actual Weights will always equal 100. The Actual Weight is

the percentage this score actually receives based on the sum of all Weights from all

Scorecards.

7. Click Save and then click Close .

The new Scoring rule is created. You must now define it in other applications. Continue with

Assigning Privileges for Scoring Rules via the Users Administrator.

NOTE: When you run a rule, the rule runs using the logic OR . This means that when

the rule runs through the set of values and scores in the Scorecard list, any value that

does not match the value it is searching for is ignored.

Example: A call was placed on hold 3 times. In the example below, when you run the

rule, the rule starts checking the Scorecard list. First the rule finds the values 5 and 4,

which it ignores and then it finds the value 3, which matches the value it is searching for.The additional values 2 and 1 are also ignored as they appear after the value 3.






IMPORTANT

Creating a new Scoring rule automatically causes a new field (column) to be added to the

Interactions database. The scores for each interaction are stored in this column. The new rule

starts running as soon as it is activated and interactions are scored.

To view and use the results of the new Scoring rule, you must do the following:

• In the Users Administrator , give users access: Create a profile with privileges to thiscolumn and then attach the profile to the relevant system users. (Or add the privileges to an

exiting profile.) See Assigning Privileges for Scoring Rules via the Users

Administrator on page 32.

• In NICE Perform applications, display the column using the Preferences window. See

Displaying Scoring Results in other NICE Perform Applications on page 35.

• To search for interactions according to Scoring results, see Locating Interactions

According to Scores on page 35.

For complete instructions on using the Users Administrator and other NICE Perform

applications, refer to the relevant documentation.

You must have the proper privileges to the Users Administrator and the NICE Performapplications to perform these tasks.






Viewing/Editing Scorecard Values within a Scoring Rule

To view a Scorecard:

• Open a Scorecard rule, select a scorecard in the Defined Scorecard List.

The conditions for the Scorecard appear in the Card Preview list.

To edit a Scorecard:

1. In the Scoring rule, double-click a scorecard in the Defined Scorecard List, or select it and

then click Edit.

The Scorecard Definition window appears.2. Make all changes and click OK.


TIP: To remove a value range, choose the blank line from the list of operators.

Edit





Predefined Scoring Rules for use in the Business Analyzer

Predefined Scoring Rules for use in the Business Analyzer

Your system is installed with the following predefined Scoring rules:

• RuleDefaultSystemScore

• RuleDefaultQuality

• RuleDefaultProductivity

The results (scores) from these rules are plotted in the graphic views of the Business Analyzer.

However, you determine the criteria upon which these scores are based!

The results of the System Score rule are plotted in the Business Analyzer. The Excitement

level (!) on these graphs is determined by the results of the default Classification rule. See

Predefined Classification Rules for use in the Business Analyzer on page 41.

The results of the Quality and Productivity rules are plotted in the Business Analyzer in the

Interactions Scatter graph.

To define criteria for a default rule:

1. In the Rules List, double-click a default rule to display its details.

2. Edit the rule following the same guidelines used for Creating a New Scoring Rule

on page 24.

3. Click Save and then click Close.

IMPORTANT

• You must define Scorecards for all default rules in order to see results in other

applications.

• Rules must be active to run.

• Scoring rules can run only on current and future interactions. You cannot score past

interactions.





Using Scoring Rules Outside the Rules Manager


Scoring rules begin scoring interactions as soon as they are activated. The results of each Scoringrule is stored in a separate field (column) in the Interactions database.

• To access the results of a Scoring rule in other applications, you must have privileges to the

Scoring rule column: In the Users Administrator , create a profile with privileges to this

column and then attach the profile to the relevant system users. (Or add the privileges to an

exiting profile.) See Assigning Privileges for Scoring Rules via the Users Administrator

on page 32.

• To display the Scoring rule results in the other NICE Perform applications, display the

column using the Preferences window. See Displaying Scoring Results in other NICE

Perform Applications on page 35.

• To search for interactions according to Scoring results, create a query. See Locating

Interactions According to Scores on page 35.

The procedures in these sections focus on the task at hand. For complete instructions on using the

Users Administrator, refer to the relevant documentation.

Assigning Privileges for Scoring Rules via the Users Administrator

To access the results of the Scoring rule in other applications, the user must have the proper

privileges.

To assign privileges for accessing Scoring rule results:

1. Include the Scoring rule in a profile:

a. Open the Users Administrator: From the Accessories menu, click Users

Administrator .

NOTE: Privileges to access default rules are provided with the default settings in the

Users Administrator. The results from these rules will automatically appear on the

Business Analyzer graphs and in My Universe.

TIP: Profile strategy: Privileges for Scoring rules can be added to an existing profile

or you can create a new profile for just these privileges. You can include privileges for

all Scoring rules in one profile or create a separate profile for each rule. All Scoring

rules can be added to the same profile, to different profiles, or each can have its own

profile. You can add privileges for Scoring rules to as many different profiles as

necessary.

Adding privileges to an existing profile automatically gives all users who already have

that profile, the new privileges.






b. Create a new profile or open an existing profile.

c. In the Profile Privileges area (accessible from step 2 of the New Profile wizard, or from

the General tab of an existing profile) choose Add Resource > Add Interaction Data.

d. Select the Scorecard rule(s) you created and mark the View, Edit, and Query privileges asneeded. If required, you can also create a Filter . Then click OK.

e. If you are creating a new profile, click Next and complete the wizard. Otherwise, click

Save .

Add anewprofile

Users Administrator

Add newInteractionData

- or -open anexistingone






2. Attach the profile to users.

If you added the Scoring rules to an existing profile, the privileges are automatically received

by everyone who has the profile the next time they login to NICE Perform.

If you created a new profile, attach the profile to the relevant users:

a. In the Users Administrator , open the group or user to which you are attaching the profile

and click either the Profiles or Managers Profiles (for groups only) tab.

b. Click . The Attach Profile wizard starts.

c. In Profile List Source Selection step (Step 1) of the Attach Profile wizard, select Select

from the list of Profiles. The Select Profiles step (Step 2) appears.

d. In the Select Profiles step, select the Profile with the privilege to the Scoring rule.

e. Complete the wizard and click Save .






Displaying Scoring Results in other NICE Perform Applications

The results of each Scoring rule can be seen in a separate column in several applications. To view

this column, you must select it in the Preferences window. You do not have to run a query to locate

scoring results. Scores will appear for each interaction that appears in the results pane and has been

scored.

Open the relevant application and click to open the Preferences window. Then

select the new column according to the new Scoring rule name.

Locating Interactions According to Scores

Using NICE Perform applications, you can create a query to search for interactions according to

Scoring rules and score values.

To locate interactions:

1. Open the relevant NICE Perform application and create an Advanced Query.

2. In the Advanced Query window, click Free Expressions.

3. In the Field list, scroll down to and expand tblReservedxx.

4. Select the name of the rule you want to query.

5. Build an expression to specify the range of scores that you want to query.

TIP: If you do not see the results, refer to Displaying Scoring Results in other NICE

Perform Applications.

Free Expressions






Chapter 3: Classification Rules


37

3

Classification Rules

Classification rules allow you to group interactions according to your own criteria. For each

classification rule, you define a rule name and a filter. In the filter, you specify criteria for the

classification. Each interaction that meets these criteria, is tagged as this classification. The rule

name is how you identify, in other applications, the interactions that meet your criteria. Each

interaction can belong to none, one, or many classifications.

A separate field is created in the database for each Classification rule you create. When an

interaction meets the criteria defined in the filter, the appropriate field in the database is marked.

You can display each Classification rule as a separate column in the NICE Perform applications

and then run a query to display interactions that are marked in the rule’s column.

Contents

Creating a New Classification Rule...............................................................................38

Predefined Classification Rules for use in the Business Analyzer ...........................41

Using Classification Rules Outside the Rules Manager .............................................42Assigning Privileges for Classification Rules via the Users Administrator .................42

Displaying Classification Results in other NICE Perform Applications.......................45

Locating Interactions According to Classification.......................................................45

EXAMPLE:

You create a Classification rule called ‘Agent Tom holds 2’. You define the filter criteria to select all interactions with Agent Tom where the caller was placed on hold 2 or more times. You canthen include ‘Agent Tom holds 2’ in filter criteria in a query or use this field to create reports.

NOTE: Your system comes with one predefined Classification rule and threepredefined Scoring rules. The results of these rules automatically appear in the

Business Analyzer and in My Universe. However, you must define the criteria for

these rules. For more information, see Predefined Classification Rules for use in

the Business Analyzer on page 41.



38Chapter 3: Classification Rules


Creating a New Classification Rule


To create a new Classification rule, you use the Rules Manager application. The Rules Manager



You will need to define two areas of information for each Classification rule:

• General - Rule name, description, and whether it’s currently active. This name appears in

other NICE Perform applications, and in the System Administrator as the Alias Column

Name.

• Filter - Which interactions should be tagged.

IMPORTANT








IMPORTANT

When creating a filter for a rule for a Classification rule, you can only define fields for which you

have query privileges.

TIP: The Filter definition allows you to choose from a long list of fields. The items inthis list correspond to interaction data fields. Refer to the Interaction Data Reference

Guide for an itemized description of the interaction data fields.






To create a new Classification Rule:

1. Click Classification from the Rules Manager sidebar, to open the Classification rules.

For a general description of how to use the Rules List, refer to Getting Started with the

Rules Manager on page 13.

2. Click .


a. Type the Rule Name and a brief Description. The Rule Name that you enter will be used

for identifying the rule in other NICE Perform applications.

b. Mark the Active Rule checkbox only when you are ready for the rule to run. At this time,

the rule will be validated (permissible filters, etc.).

New






4. Select interactions for classification. Define a filter: In the Filter area, click Edit.

a. Using the General, Agents, Evaluations, and Expressions tabs, define the recorded

interactions to be selected for scoring.


For details on using the Filter window, see Filtering Interactions: Selecting Interactions


b. Click OK.

Shown below is a sample Filter area.






Predefined Classification Rules for use in the Business Analyzer

Predefined Classification Rules for use in the BusinessAnalyzer

Your system is installed with the following predefined Classification rule:

• RuleDefaultSystemExcitement

The results of this rule determine the Excitement level in the graphic views of Business Analyzer

and in various My Universe components. Privileges to access this rule are provided by the default

settings in the Users Administrator.

For information on other default rules that appear in the Business Analyzer graphs, see Predefined

Scoring Rules for use in the Business Analyzer on page 31.

To define criteria for a default rule:

1. In the Rules List, double-click a default rule to display its details.

2. Edit the rule following the same guidelines used for Creating a New Classification Rule

on page 38.


IMPORTANT

• You must define a Filter for this rule in order to see results in other applications!

• Rules must be active to run.

• Classification rules can run only on current and future interactions. You cannot classify past

interactions.





Using Classification Rules Outside the Rules Manager


Classification rules tag interactions as soon as they are activated. The results of each Classificationrule is stored in a separate field (column) in the Interactions database.

• To access the results of a Classification rule in other applications, you must have privileges to

access the Classification rule column. In the Users Administrator , create a profile with

privileges for this column and then attach the profile to the relevant system users. (Or add the

privileges to an exiting profile.) See Assigning Privileges for Classification Rules via the

Users Administrator on page 42.

• To display Classification rule results in the other NICE Perform applications, display the

column using the Preferences window. See Displaying Classification Results in other

NICE Perform Applications on page 45.

• To search for interactions according to Classification results, create a query. See Locating

Interactions According to Classification on page 45.

The procedures in these sections focus on the task at hand. For complete instructions on using the

Users Administrator, refer to the relevant documentation.

Assigning Privileges for Classification Rules via the Users Administrator

Each user who accesses the results of the Classification rule in other applications, must have

privileges to the new rule.

To assign privileges for accessing Classification rule results:

1. Include the Classification rule in a profile:

a. Open the Users Administrator: From the Accessories menu, click Users

Administrator .

NOTE: Privileges to access default rules are provided with the default settings in the

Users Administrator. The results from these rules will automatically appear on the

Business Analyzer graphs and in My Universe.

TIP: Profile strategy: Privileges for Classification rules can be added to an existing

profile or you can create a new profile for just these privileges. You can include

privileges for all Classification rules in one profile or create a separate profile for each

rule. All Classification rules can be added to the same profile, to different profiles, or

each can have its own profile. You can add privileges for Classification rules to as

many different profiles as necessary.

Adding privileges to an existing profile automatically gives all users who already have

that profile, the new privileges.






b. Create a new profile or open an existing profile.

c. In the Profile Privileges area (accessible from step 2 of the New Profile wizard, or from

the General tab of an existing profile) choose Add Resource > Add Interaction Data.

d. Select the Classification rule(s) you created and mark the View, Edit, and Query

privileges as needed. If required, you can also create a Filter . Then click OK.

e. If you are creating a new profile, click Next and complete the wizard. Otherwise, click

Save .

Add anewprofile

Users Administrator

Add newInteractionData

- or -open anexistingone






2. Attach the profile to users. If you added the Classification rules to an existing profile, the

privileges are automatically received by everyone who has the profile the next time they login

to NICE Perform. If you created a new profile, attach the profile to the relevant users:

a. In the Users Administrator , open the group or user to which you are attaching the profile

and click either the Profiles or Managers Profiles (for groups only) tab.

b. Click Attach Profiles . The Attach Profile wizard starts.

c. In Profile List Source Selection step (Step 1) of the Attach Profile wizard, choose Select

from the list of Profiles. The Select Profiles step (Step 2) appears.

d. In the Select Profiles step, select the Profile with the privilege to the Classification rule.

e. Complete the wizard and click Save .






Displaying Classification Results in other NICE Perform Applications

The results of each Classification rule can be seen in a separate column in several NICE Perform

applications. To view this column, you must select it in the Preferences window. You do not have

to run a query to locate classification results. Results will appear for each interaction that has been

selected for classification.

Open the relevant application and click to open the Preferences window. Then

select the new column according to the new Classification rule name.

Locating Interactions According to Classification

Using the NICE Perform applications, you can search for interactions according to Classifications.

To locate interactions:

1. Open the relevant NICE Perform application and create an Advanced Query.


3. In the Field list, scroll down to and expand tblReservexx.

4. Select the name of the Classification rule you want to query.

5. In the Operators field, choose =.

6. In the Value field,

Type 1 (true) to select all interactions with this classification

-or-

Type 0 (false) to exclude all interactions with this classification.

Free Expressions






7. Click to move the expression to the Whole Expression box.

8. Save and run the query.

TIP: If you do not see the results, refer to Displaying Classification Results in

other NICE Perform Applications.



Chapter 4: Audio Analysis Rules


47

4

Audio Analysis Rules

Audio Analysis rules allow you to tag interactions to be analyzed by the Audio Analysis Server.

The Audio Analysis rule does not perform the analysis. You must have an Audio Analysis Server

installed on your site to use Audio Analysis.

Audio Analysis rules can also be used to create a phonetic index for each interaction. Indexes are

required to run Instant Word Searches.

Contents

What is an Audio Analysis Rule?..................................................................................48

Creating a New Audio Analysis Rule............................................................................49

EXAMPLE:

You want to encourage agents to use the company name in their telephone conversations. Youoffer a bonus to the agent who says the company name the most times within a one week period.Create an Audio Analysis rule with a filter as follows:

General: Select Call Direction Inbound and Outbound, and Media Type Voice.

Agents: Select all the agents/groups eligible for the bonus.

The interactions selected will later pass through the Audio Analysis Server.

http://-/?-

http://-/?-





49Chapter 4: Audio Analysis Rules


Creating a New Audio Analysis Rule


To create a new Audio Analysis rule, you use the Rules Manager application. The Rules Manager



To create a new Audio Analysis Rule:

1. Open the Audio Analysis rules: From the Rules Manager sidebar, click Audio Analysis.

The Rules List appears with all existing audio analysis rules.

For a general description of how to use the Rules List, refer to Getting Started with theRules Manager on page 13.

2. Click .

IMPORTANT


New






The rule’s details appear.


a. Type the Rule Name and a brief Description.

b. Mark the Active Rule checkbox only when you are ready for the rule to run.

4. Define a filter. The filter defines which interactions are tagged for analysis. In the Filter area,

click .

Appears only when unsummed connectivity is defined






The Filter window appears.

a. Using the General, Agents, Evaluations, and Expressions tabs, define the recordedinteractions to be selected for analysis. Follow the guidelines below in addition to the

general rules for defining a filter found in Filtering Interactions: Selecting Interactions


Must be at least

30 seconds

IMPORTANT

When defining the Filter criteria, use the following Guidelines:

• The duration for all Audio Analysis rules must be greater than 30 seconds.

• Audio Analysis is performed only on the Voice portion of an interaction. Selecting Screen

media means that interactions with screen recordings will be selected. If they also have

voice recordings, then Audio Analysis will be performed on the voice portion of theinteraction.

• In the General tab, the Call Status area appears only for Audio Analysis rules.

Mark one or both options as follows:

CTI Analyzed - mark this checkbox if you have Call Flow Analysis. This is important if you

are selecting interactions for Excitement analysis.

Archived - select interactions from the Storage Center only. Marking this option optimizesnetwork utilization.






b. Click . The Filter criteria are displayed in the Filter area. Shown below is a sample

Filter area.

5. In the Audio Analysis Action area, define one or more of the following actions (the

availability of each action is dependant on your site configuration):

6. To define Word Spotting:

a. Mark Create Index to activate Word Spotting.

b. Mark Perform Word spotting analysis.

c. Select one or both sides of the conversation using the On drop-down box.

d. Choose a word list: Click the Lexicon selection or Lexicon group button.

Create Index: Mark this checkbox to create a phonetic index for each interaction.

Indexes are required for running Instant Word Searches.

Word Spotting: Proceed with Step 6.

Talk Over: Available only with unsummed connectivity. Proceed with Step 7.

Excitement: Available only with unsummed connectivity. Proceed with Step 8.

TIP: For an explanation of all actions, see What is an Audio Analysis Rule?

on page 48.

No Indexoption

http://-/?-

http://-/?-

http://-/?-

http://-/?-






One of the following Lexicon Group Selection windows appears (according to your site

configuration).

e. In the standard view, select one list of words.

-or-

In the expanded view, expand the word lists and select one or several groups of words

and/or individual words.

f. Click .

The selected interactions are searched for all the words in the selected list.

7. To define Talk Over analysis: Mark Perform Talk over analysis.

8. To define Excitement analysis:

a. Mark Perform Excitement analysis.

b. Select one or both sides of the conversation using the On drop-down box.

c. Confirm that the filter for CTI analyzed is marked. (Refer to the Important note in

Step 4.)

TIP: Lexicon word lists are created in the Lexicon Manager .

TIP: In the standard view, to view the list of words in a Lexicon list:a. Close the Lexicon Group Selection window: Click Cancel.

b. From the Accessories menu, choose Lexicon Manager .

c. Expand the files list and click a folder name. All words in the selected list appear

in the list area.

d. Return to the Rules Manager: From the Accessories menu, choose Rules

Manager .

e. Reopen the Lexicon Group Selection window: Click the Lexicon group Edit.

Standard view Expanded view






The selected interactions are searched for higher than average decibel levels.


NOTE: Average decibel levels are determined per interaction. This allows for variance

in individual voice tones.



Chapter 5: Scheduler Rules


55

5

Scheduler Rules

Scheduler rules are used to initiate the recording of interactions. You can set up one or many

recording schedules for your site. Different recording schedules can operate simultaneously.

Negative recording schedules are schedules that exclude interactions from being recorded. They

take precedence over recording schedules that might otherwise record the same interactions. For

example, if all outbound calls are recorded and you want to exclude those of a specific agent,

create a negative recording schedule for that agent.

Recording schedules can also be made to randomly record an equal number of interactions per

agent. This helps to ensure that all agents are objectively appraised.

Contents

Scheduler Overview .......................................................................................................56

Quality by Interaction Recording Plans........................................................................58

Quality by Time Interval Recording Plans....................................................................64

Selective Recording Plans.............................................................................................68

Negative Recording Plans .............................................................................................74

Defining a Recording Period: Recurrence ...................................................................79

Locating Interactions According to Recording Schedules ........................................82

Scheduling How To’s......................................................................................................83

EXAMPLE:

Create a Scheduler rule to record the voice portion only of all interactions on line 4444 that occurred on Sunday for the New Accounts group.

IMPORTANT


http://-/?-

http://-/?-



56Chapter 5: Scheduler Rules


Scheduler Overview

Scheduler Overview

Scheduler rules are used to initiate the recording of interactions. You can set up recording

schedules according to any information that is available before the interaction begins, such as,

direction (incoming, outgoing, or internal), the number dialed to reach the contact center, the time

of the interaction, and more.

Interactions recorded as a result of a Quality recording plan are tagged as QM for evaluation.

Each recording schedule can be set up to select interactions for recording according to the

following criteria:

• Interactions handled by all or by specific agents or groups. (Filter criteria)

• The direction of the interaction or how it entered the contact center. (Filter criteria)

•Time scope and weekly schedule during which the interactions occur. (Recurrence and

Sampling criteria)

• The number or percentage of interactions to be recorded during the scheduled times.

(Sampling criteria)

EXAMPLE:

Create a recording schedule to record all incoming interactions handled by the New Accounts group from a specific contact center number on Saturdays and Sundays.

As an interaction is recorded, a tag is added to the interaction record identifying which recording

schedule(s) initiated the recording. Using NICE Perform applications, you can search for

interactions according to the schedule(s) that initiated their recording.

The types of recording plans you can create depends on you site configuration. Sites areconfigured either for Quality or for Selective recording.

Quality recording plans record interactions according to the schedules and criteria you define.

These recordings are marked as QM for evaluation.

Selective recording plans record interactions that match the filter criteria that you define.

IMPORTANT

All recording schedules run according to the local time where they were defined.

EXAMPLE:

The clock at location A, where you are creating a schedule, is defined as GMT 0. You define a schedule to run from 9:00 - 10:00 a.m. The schedule is running at location B, whose time isGMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually9:00 - 10:00 a.m. at the location where it was defined).

IMPORTANTWhen creating a filter for a schedule, you can only define fields for which you have query

privileges.





Scheduler Overview

Additionally, Negative recording plans allow you to exclude interactions that would otherwise be

recorded by a different recording plan. Negative recording plans take precedence over other

recording plans.

A Total Recording environment is a different type of environment where all interactions are

recorded. In this environment, use Scheduler rules to:

• Mark interactions for evaluation in the Business Analyzer; Interactions recorded using aQuality recording plan are marked as QM for evaluation.

• Exclude selected interactions; Create a Negative schedule. For example, exclude all inbound

interactions before 7 a.m.

Choosing a Recording Plan

The recording plans that can be created using the Scheduler rules are as follows (Available options

vary according to your site specifications):

Recording

PlanWhen to use it Continue with...

Quality by

InteractionStarts and stops recording according to

start/stop CTI call activity. Entire interactions

are recorded. Interactions are marked as QM.

EXAMPLE: Record all interactions to and from

the New Accounts group.

Quality by Interaction

Recording Plans on page 58

Quality by

Time

Interval

Records according to a segment of time. This

may include an entire interaction or only a

part of one. Interactions are marked as QM.

EXAMPLE: Record all screen activity between

12:00 p.m. and 1:00 p.m.

Quality by Time Interval

Recording Plans on page 64

Selective Records according to filter criteria.

Interactions are not marked as QM.

EXAMPLE: Record all interactions between

5:00 pm. and midnight.

Selective Recording Plans

on page 68

Negative Excludes interactions that would otherwise be

recorded by another schedule, or due to a

Total Recording environment.

EXAMPLE: Do not record the CEO’s telephone

between 12:00 p.m. and 1:00 p.m.

Negative Recording Plans

on page 74





Quality by Interaction Recording Plans


Use a Quality by Interaction recording plan to record selected interactions. Contact centers use

Quality by Interaction recording plans to mark interactions for evaluation.

Features of this recording plan are:

• Recording starts and stops according to start/stop CTI call activity.

• Entire interactions are recorded.

• Interactions are marked as QM.

To create a Quality by Interaction recording plan, you will need to complete the following

sections:

(For the complete procedure, refer to Creating a Quality by Interaction Recording Plan

on page 60.)

• General - Rule name, description, and starting and ending dates for when the rule records

(the rule’s lifetime).

• Recurrence - How often the number of interactions specified in Sampling are recorded

(daily, weekly, or monthly). This is a required parameter.

• Recording Parameters - Media types to record (voice, screen, or both). Also, for complete

interactions, whether to record all the segments, or only those that match the filter criteria.

• Filter - Which interactions to select for recording according to the following parameters:

Interaction direction and duration; Agents and/or groups; Specific phone numbers. At least

one agent or group is required. Filters for direction are described in Filters for Quality byInteraction Recording Plans on page 59. You can only choose agents/groups/fields for

which you have query privileges.

• Sampling - How many interactions are recorded during each Recurrence period. Also,

whether to consider the recurrence period as one cycle or many timeframes. This field

contains a default value - 10 interactions per agent for each timeframe.

EXAMPLE:

Record all interactions to and from the New Accounts group.

NOTE: In Recurrence, you define the total time period during which recording takes

place. In Sampling, you define how to break up this time period; as one cycle or

many timeframes.

For details and examples, refer to Defining a Recording Period: Recurrence

on page 79.

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Filters for Quality by Interaction Recording Plans

There are several predefined data fields you can use as filter criteria when defining a Quality by

Interaction recording plan (QM). In addition to the predefined fields, you can also choose from all

user defined business data fields. The predefined data fields are:

Dialed In

The contact center’s number that was dialed by the caller (DNIS). A contact center can have more

than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and

18001234555.

Dialed Number

The number dialed by the agent. Use this to filter outgoing and internal interactions.

Phone Number

The caller’s phone number (ANI). Use this to filter incoming interactions. This field is availableonly from specific switches.

VDN

The internal path (direction) by which the interaction is routed after it enters the contact center.

This field is available only from specific switches. Use this to filter incoming interactions.

Segment Switch ID

The switch ID associated with the segments.

Participant Department

The agent’s department as defined on the (CTI) switch.

Trunk Label

(CTI) switch information that identifies the trunk through which the call data was channeled.

Participant CTI Agent Name

The agent name as defined on the (CTI) switch.

Segment Type ID

Internal type ID of the segment. Possible values:

0 = Unknown 8 = Chat

1 = Clip Recording 16 = Web

2 = CTI 32 = Block






Device Type ID

Internal ID of a participant device type. Possible values:

Creating a Quality by Interaction Recording Plan

For an overview of Quality by Interaction recording plans, refer to Quality by Interaction

Recording Plans on page 58.

To create a Quality by Interaction recording plan:

1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler .

The Scheduler Rules appear.

3 = TRS 64 = Vox

4 = Email 128 = Screen

0 = Unknown 3 = Microphone

1 = Handset 4 = Reinjection

2 = Speaker

TIP: In the NICE Perform applications, when defining search criteria, the Dialed In

and Dialed Number values are defined in the Dialed Number field (on the Call

Profile tab).

In the database, the Dialed In and Dialed Number values are saved in the alias

column called Participant Dialed Number . The Phone Number value is saved inthe alias column called Participant Phone Number .

New






2. In the Scheduler rules, click New. The Template window appears.

3. Select Quality Recording Plan and Interaction, then click OK.

The rule details for a QM Recording Plan by Interaction appears.



b. Select Rule Lifetime starting and ending dates for the rule.

c. Mark the Active Rule checkbox only when you are ready for the rule to run. At this time,


5. In the Recurrence area, define a recording period (this is a required field). Click Edit.

IMPORTANTA rule must both be within its Lifetime and Active to run.






For instructions, refer to Defining a Recording Period: Recurrence on page 79.

6. In the Recording Parameters area, define the type of media to record. Click Edit.

The Recording Parameters window appears.

a. Select the type of media to be recorded: Voice, Screen, or both.

b. Select Complete interactions recording options as follows:

Record all segments following a matched segment - Starts recording as soon as the

filter criteria are met and continues recording all parts of the interaction.

Record segments that match filter - Records only the segment of the interaction that

meets the filter criteria.

c. Click OK to close the Recording Parameter window.

7. In the Filter area, define a filter to select interactions for recording. Click Edit.


TIP: For Screen recordings, you can specify Screen wrap-up. This causes screen

recording to continue past the end of the interaction. This extra time period often shows

the agent processing the information received from the caller during the interaction. If

another interaction begins during this time, the screen activity is included with the first

interaction.

EXAMPLE:

The filter criteria are set to record only Agent Tom’s calls. You mark Record all segments following a matched segment . Agent Tom receives a call and transfers the call to Agent Sue. Both segments of the call are recorded. (Agent Tom’s segment and Agent Sue’s segment.)

The same call is received by Agent Tom and transferred to Agent Sue. This time, you mark Record Segments that match filter . Only Agent Tom’s segment is recorded.

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For a description of filter options, refer to Filters for Quality by Interaction Recording

Plans on page 59.

For instructions on how to use the filter, refer to Filtering Interactions: Selecting

Interactions for Rules on page 102.

8. In the Sampling area, define how many interactions, for each agent defined in the filter, are

recorded during each recording period. Click Edit.

The Sampling window appears.

a. Select a Sampling Method. For descriptions, refer to Cycle vs. Timeframe on page 79.

Percentage is a random selection of interactions for the period defined in Recurrence.b. Define Sampling Details. Indicate the number of interactions to be recorded per

timeframe, cycle, or according to percentage.

c. To record consecutive interactions, mark Record consecutively. (This option is not

available for percentage sampling.)

d. In the Target area, choose Agent.

e. Click OK to close the Sampling window.


NOTE: The filter must include at least one agent or group.

EXAMPLE:

You want to record 5 interactions during each timeframe. It is not important when the first interaction occurs, however you want to record the 4 interactions that occur immediately following it. This allows you to determine the agent’s immediate actions after an interaction.

Mark Randomly per timeframe , type Record 5 Interactions, and mark Record consecutively.

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Quality by Time Interval Recording Plans


Use a Quality by Time Intervals recording plan to record according to a segment of time instead

of by start/stop CTI call activity.


• Recording according to a segment of time.

• Entire recorded segment is treated as an interaction.

• Interactions are marked as QM.

To create a Quality by Time Interval recording plan, you will need to complete the following

sections:

(The complete procedure appears in the next section, Creating a Quality by Time Interval

Recording Plan on page 65.)



• Recurrence - How often the number of intervals specified in Sampling are recorded (daily,

weekly, or monthly). This is a required parameter.

• Recording Parameters - Media types to record (voice, screen, or both).

• Filter - Which interactions to select for recording according to agents and/or groups. At least

one agent or group is required. You can only choose agents/groups/fields for which you have

query privileges.

• Sampling - The length of each interval and how many intervals are recorded during eachRecurrence period. Also, whether to consider the recurrence period as one cycle or many

timeframes. This field contains a default value - 10 interactions per agent for each timeframe.

EXAMPLE:

Record all screen activity between 6:00 a.m. and 8:00 a.m.

NOTE: In Recurrence, you define the total time period during which recording takes

place. In Sampling, you define how to break up this time period; as one cycle or

many timeframes.

For details and examples, refer to Defining a Recording Period: Recurrence

on page 79.






Creating a Quality by Time Interval Recording Plan

For an overview of Quality by Time Interval recording plans, refer to Quality by Time Interval

Recording Plans on page 64.

To create a Quality by Time Interval recording plan:1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler .



3. Select Quality Recording Plan and Time Interval. Then click OK.

New






The rule details for a QM Recording Plan by Time Interval appear.








6. In the Recording Parameters area, define the type of media to record. Click Edit.

The Recording Parameters window appears.

a. Mark the type of media to be recorded: Voice, Screen, or both.

NOTE: A rule must both be within its Lifetime and Active to run.






b. Click OK to close the Recording Parameters window.



For instructions on how to use the filter, refer to Filtering Interactions: SelectingInteractions for Rules on page 102.

8. In the Sampling area, define how many intervals are recorded during each recording period.

Click Edit.


a. Select a Sampling Method. For descriptions, refer to Cycle vs. Timeframe on page 79.

(Activity Time is the complete Lifetime of the rule as defined in the General area. Refer

to Step 4.)

b. Define Sampling Details. Indicate the length and number of intervals to be recorded per

period.

c. Click OK to close the Sampling window.


NOTE: Quality by Time Interval recording plans can only be filtered according to agents

or groups. The filter must include at least one agent or group.

EXAMPLE:

Recording 10 intervals of 5 minutes each will result in a total of 50 minutes recorded per agent.The time periods selected to start recording are dispersed throughout the predefined recording

period (timeframe, cycle, or activity time).

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Use a Selective recording plan to record selective recordings in a non-QM environment.


• Recording starts and stops according to start/stop CTI call activity.

• Entire interactions are recorded.

• Only voice activity is recorded.

• Interactions are not marked as QM.

To create a Selective recording plan, you will need to complete the following sections: (The

complete procedure appears in the next section, Creating a Selective Recording Plan

on page 70.)



• Recurrence - How often the number of interactions specified in Sampling are recorded

(daily or weekly). This is a required parameter.

• Filter - Which interactions to select for recording according to the following parameters:

Interaction direction, or selected phone numbers (contact center or customer); Agents and/or

groups. At least one agent or group is required. For a description of filter options, Filters for

Selective/Negative Recording Plans on page 69. You can only choose agents/groups/fields

for which you have query privileges.

• Sampling - Whether to record all interactions or just a percentage of the interactions during

each Recurrence period. This field contains a default value - 10 interactions per agent for each

timeframe.

Continue with Creating a Selective Recording Plan on page 70.

EXAMPLE:

Record all interactions between 5:00 p.m. and midnight.

NOTE: Recording Parameters are not defined. Selective Recording records only

voice recordings.

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Filters for Selective/Negative Recording Plans

There are several predefined data fields you can use as filter criteria when defining a Selective or a

Negative recording plan. In addition to the predefined fields, you can also choose from all user

defined business data fields. The predefined data fields are:

All Interactions

All incoming, outgoing, and internal interactions. You specify agents/groups.

Incoming only

All incoming interactions. You specify agents/groups.

Outgoing only

All outgoing interactions. You specify agents/groups.

Internal only

All internal (agent-to-agent) interactions. You specify agents/groups.

Dialed In

The contact center’s number that was dialed by the caller (DNIS). A contact center can have more

than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and

18001234555.

Dialed Number

The number dialed by the agent. Use this to filter outgoing and internal interactions.

Phone Number

The caller’s phone number (ANI). Use this to filer incoming interactions. This field is available

only from specific switches.

Participant Department

The agent’s department as defined on the (CTI) switch.

Trunk Label

(CTI) switch information that identifies the trunk through which the call data was channeled.

Participant CTI Agent Name

The agent name as defined on the (CTI) switch.






Segment Type ID

Internal type ID of the segment. Possible values:

Device Type ID

Internal ID of a participant device type. Possible values:

Creating a Selective Recording Plan

For an overview of Selective recording plans, refer to Selective Recording Plans on page 68.

To create a Selective recording plan:



0 = Unknown 8 = Chat

1 = Clip Recording 16 = Web

2 = CTI 32 = Block 3 = TRS 64 = Vox

4 = Email 128 = Screen

0 = Unknown 3 = Microphone

1 = Handset 4 = Reinjection

2 = Speaker

TIP: In the NICE Perform applications, when defining search criteria, the Dialed In

and Dialed Number values are defined in the Dialed Number field (in the Call

Profile tab).

In the database, the Dialed In and Dialed Number values are saved in the alias

column called Participant Dialed Number . The Phone Number value is saved in

the alias column called Participant Phone Number .

New







3. Select Selective Recording Plan and click OK. The rule details for a Selective Recording

Plan appear.

Selective recording plans are Voice only. Recording Parameters cannot be edited.















The Recording Planner Filter window appears.


a. Click Target and select criteria for selecting interactions.

b. If you selected Groups/Agents an edit area appears. Click Add in the appropriate sectionto define values.

NOTE: Selective recording plans can only be scheduled for daily or weekly

recurrence. They cannot be scheduled for monthly recurrence.






c. Click Filter and select criteria from the Select list. For a description of filter options, refer

to Filters for Selective/Negative Recording Plans on page 69.

d. If you have to supply values for the filter selected, an edit area appears. Click Add to

create a list of values.

e. Click OK to close the Filter window.

7. In the Sampling area, define how many interactions are recorded during each recording

period. Click Edit.


• Select a Sampling Method and click OK.








Use a Negative recording plan to exclude recordings.


• Interactions are identified according to start/stop CTI call activity.

• Entire interactions are excluded.

To create a Negative recording plan, you will need to complete the following sections: (The

complete procedure appears in the next section, Creating a Negative Recording Plan

on page 74.)

• General - Rule name, description, and starting and ending dates for when the rule runs (the

rule’s lifetime).

• Recurrence - Which days and times the rule should run, within the rule’s lifetime. Choose a

daily or weekly schedule. This is a required parameter.

• Filter - Which interactions to exclude from recording according to the following parameters:

Interaction direction, or selected phone numbers (contact center or customer); Agents and/or

groups. At least one agent or group is required. For a description of filter options, refer to

Filters for Selective/Negative Recording Plans on page 69.

Continue with Creating a Negative Recording Plan on page 74.

Creating a Negative Recording Plan

For an overview of Negative recording plans, refer to Negative Recording Plans on page 74.

To create a negative recording plan:


EXAMPLE:

You have a selective recording plan that records all incoming calls. You do not want to includethe extension in the employee lounge. Create a negative recording plan to exclude all calls tothat extension.

NOTE: Sampling and Recording Parameters are not relevant for Negative

recording plans.

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3. Select Negative Recording Plan and click OK. The rule details for a Negative Recording

Plan appear.




New









For instructions, refer to Defining a Recording Period: Recurrence on page 79. Negative

recording plans can only be scheduled for daily or weekly recurrence. They cannot be

scheduled for monthly recurrence.

6. In the Filter area, define a filter for selecting interactions not to be recorded. Click Edit.

The Recording Planner Filter window appears.


a. Click Target and select criteria for selecting interactions.

b. If you selected Groups/Agents an edit area appears. Click Add in the appropriate section

to define values.


NOTE: If you are filtering specific area codes, refer to Filtering by Area Codes

on page 77.






c. Click Filter and select criteria from the Select list. For a description of filter options, refer

to Filters for Selective/Negative Recording Plans on page 69.

d. If you have to supply values for the filter selected, an edit area appears. Click Add to

create a list of values.

e. Click OK to close the Filter window.


Filtering by Area Codes

In some locations, local laws prohibit recording specific area codes. Interactions from these area

codes might be selected and recorded by another recording schedule. You can prevent these

interactions from being recorded by creating a Negative recording plan for these area codes.

Follow these guidelines:

• Create two negative recording plans; one for outgoing interactions and one for incoming

interactions. (The source of incoming interactions, the phone number (ANI), cannot be

identified by all switches and therefore might not be available for Negative recording plans.)

• Each Negative recording plan can include more than one area code.

Thus, by creating two Negative recording plans, you can accommodate many area codes.

IMPORTANT

An interaction can be selected by more than one recording plan. If one of these recording plans

is a Negative recording program, the interaction will not be recorded.






Filters for selecting according to area codes are as follows:

Outgoing - Dialed Number

Incoming - Phone Number (If supported by your switch)

For each filter, click Add and type the area code, in all its forms, followed by an asterisk.

Example: 999* and 1999*

EXAMPLE:

You create a recording plan to record all interactions made to and from your Customer Servicedepartment. According to local laws, interactions within area code 999 cannot be recorded.

Create two Negative recording plans. One to exclude all outgoing interactions to area code 999.

The second to exclude all incoming interactions from area code 999 (only if your site’s telephone switch reports ANI).

All of the Customer Service’s interactions will continue to be recorded except for thoseoriginating in, or to, area code 999.

NOTE: The only recognized wildcard is the asterisk “*” at the end of the numeric string.

Select here

Click Add

Enter an area code

Filter

followed by an asterisk

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Defining a Recording Period: Recurrence


Each schedule can be defined to record all, a percentage of, or a fixed number of, interactions. This

is called Sampling. The time period during which Sampling is done is called Recurrence.

Recurrence can be set on a daily, weekly, or monthly cycle. Within each cycle you can define

smaller segments of time called timeframes. The amount of interactions recorded as defined by

Sampling can occur per cycle or per timeframe.

Cycle vs. Timeframe

When you define the time period during which a schedule runs, the entire time defined for the

schedule is known as a cycle. Each time recording begins is a new timeframe. The sample

Schedule shown has one cycle, and 10 timeframes (From 6:00 a.m. to 9:00 a.m. 5 times a week

and from 5:00 p.m. to 10:00 p.m. 5 times a week - Recording is started 10 times per week.) In the

Sampling area of your Schedule definition you specify whether the number of interactions areselected per timeframe or per cycle.

EXAMPLE:

The Schedule Recurrence shown shows a weekly recurrence schedule. It has ten timeframes: From6:00 a.m. until 9:00 a.m. and from 5:00 p.m. until 10 p.m., from Monday through Friday. Theentire schedule is one cycle.

If Sampling is for 10 interactions per cycle, then 10 interactions will be recorded per week.

If Sampling is for 10 interactions per timeframe, then 100 interactions will be recorded per week.(10 interactions for each timeframe.)

NOTE: Selective recording plans and Negative recording plans can only be

scheduled for daily or weekly recurrence. They cannot be scheduled for monthly

recurrence.

Timeframes

Cycle






EXAMPLE:

You want to record ten interactions. You want five Interactions recorded between 8:00 a.m. and 12:00 p.m. and then five more between 12:00 p.m. and 5:00 p.m.

Solution: Create two identical schedules with Sampling by Time intervals. Make one Schedule for 8:00 a.m. to 12:00 p.m. and the second for 12:00 p.m. to 5:00 p.m.

(Creating one schedule for 8:00 a.m. to 5:00 p.m. will not guarantee the required distribution.)

To define Schedule Recurrence:

1. In the Recurrence area, click Edit.

The Scheduler Recurrence window appears.

2. Select Daily, Weekly, or Monthly. The Schedule Timeframes area changes accordingly.

3. In the Schedule Timeframes area select timeframes using the following guidelines.

• Adjacent time segments connect to become one timeframe. To have adjacent timeframes

behave separately (i.e., repeat Sampling within each separate timeframe), you must

create separate Schedule Rules for each timeframe.

EXAMPLE:

You select 8:00 a.m. to 10:00 a.m., and then select 10:00 a.m. to 5:00 p.m. These two blocks of

time are automatically connected and become 8:00 a.m. to 5:00 p.m.

If you are selecting recordings per cycles , this is fine.

If you are selecting recordings per timeframe , and want these as two separate timeframes, youmust create two separate schedules.

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• To select a block of time, click and drag the mouse.

• To create more than one timeframe, click and drag the mouse over one area, then release

the mouse and click and drag the mouse over another area. Each block of time must

encompass the same range for all selected days.

This is ten timeframes; one time cycle.

• To select the entire grid, click the topmost left box (this box changes to red).

• To clear the entire grid, click the topmost left box.

• To select/deselect one column or row, click the column or row heading.

4. Click .





Locating Interactions According to Recording Schedules

Locating Interactions According to Recording Schedules

Using the NICE Perform applications you can search for interactions according the recording

schedule(s) that initiated their recording.

To locate interactions:1. Open the relevant NICE Perform application and create an Advanced Query.


3. In the Field list, scroll down and expand tblRecordingxx. Then scroll down and select

Recording Program ID.

4. In the Value field, type the name of the recording schedule.

TIP: To display the recording programs, click and select the

appropriate columns.





Scheduling How To’s

Scheduling How To’s

To record extra screen time after an interaction ends

• In the Recording Parameters area, select Screen and enter a value for Screen wrap-up.

To record an equal number of interactions for each agent

• In the Sampling area, select Agent as the target.

To record the same number of interactions each hour

1. Create separate recording schedules for each hour.

-or-

Create two recording schedules with alternating hours. i.e, one schedule recording from

8:00 a.m. to 9:00 a.m., and then from 11:00 a.m. to 12 noon, etc. The second recording

schedule recording from 10:00 a.m. to 11:00 a.m., and then from 12 noon to 1:00 p.m., etc.This creates a new timeframe at the beginning of each hour.

2. In the Sampling criteria, choose Randomly per timeframe.






Chapter 6: Defining Storage Rules


85

6

Defining Storage Rules

Storage rules define Storage Center rules (tasks).

For each rule, you define when the archiving should take place (schedule), which interactions

should be archived (filter criteria), where the files should be stored (Storage Groups), the

maximum number of minutes that the task can run (task duration), and the file naming convention

(file name mask). You can also determine whether the archived interactions should be stored on anESM device and a maximum number of days that the interactions archived by this rule should be

stored (forced deletion).

Based on these rules, the Storage Center locates the audio on a Logger that matches the filter

criteria and archives the interactions in Storage Groups at the scheduled times.

Contents

What is a Storage Rule?.................................................................................................86

Creating a Storage Rule.................................................................................................87

EXAMPLE:

You define a rule that archives for one hour at 1:00 AM all the incoming interactions handled bythe Gold Club agent group. These interactions are archived to the Gold Club Storage Group,which is comprised of several storage volumes located on the network.



86Chapter 6: Defining Storage Rules


What is a Storage Rule?

What is a Storage Rule?

In the site, you must define which interactions should be archived to the Storage Center, when the

archiving should take place and where the interactions should be archived (in which Storage

Center group). This action is defined by creating storage rules via the Rules Manager.

You can create one or several storage rules.

For each rule, you must define the following:

• A rule name.

• If the rule is active or saved in a deactive state. If a rule is not active, the archiving will not

take place!

• An archiving schedule - meaning how often the archiving should take place.

• An archiving filter - meaning which interactions should be archived.

• The Storage Group in the primary Storage Center where the interactions should be archived.

• The Storage Group in the redundant Storage Center where the interactions should be archived

if the primary Storage Center Server fails (if your configuration includes a redundant Storage

Center Server).

• The maximum number of minutes the task can run. The default is three days.

• (Optional) The maximum number of days that the archived files should be stored in the

Storage Group (forced deletion). After this number of days passes, all the interactions

archived by this rule are deleted from the Storage Group.

By default, the forced deletion option is not activated (meaning that there is no maximum

number of days that archived files can be stored). You can set a forced deletion value as

needed.

• Whether to move the archived files to an ESM.• File naming conventions.





Creating a Storage Rule


In the Storage tab of the Rules Manager, you create the Storage Center archiving rules.

A rule can be active or deactive:

• An active rule means that archiving will take place as defined by the rule schedule.

• A deactive rule means that the rule definition is saved but archiving does not take place.

To create a rule, perform the following steps:

• Naming the New Storage Rule: Assign a logical name to the rule and determine whether the

rule is active or deactive.

• Defining a Storage Schedule: Define the time and recurrence when archiving will take place.

In addition, define the maximum number of minutes the archiving process should last. Thedefault is 3600 minutes.

• Defining the Storage Filter: Determine which interactions will be archived by defining filter

criteria.

• Defining the Storage Action: Define the following:

• Define the primary Storage Center server. Then, define the Storage Group in the primary

Storage Center where the interactions will be archived.

• (Optional) Define the redundant Storage Center server. Then, define the Storage Group in

the redundant Storage Center where the interactions will be archived, if the primary server

fails.

• (Optional) Define the maximum number of days that the interactions should be stored

(forced deletion). After this number of days pass, all the files archived by this rule are

erased from the Storage Group. By default, forced deletion is not activated.

• Define a file naming convention.

• Saving the Storage Rule

IMPORTANT







Naming the New Storage Rule

In this step, name the rule, provide a description of the rule and determine whether the rule should

be active (archiving should take place when the rule conditions occur) or deactive (the rule

definition is saved but archiving does not take place). Be sure to use a logical name for the rule so

that you can identify this rule at a later stage.

To name the rule:

1. From the Rules Manager sidebar, click Storage. A list of Storage rules appear, if any were

previously defined.

2. In the Storage tab, click New. The Storage tab is refreshed to display four areas.

3. In the General area, type a rule name and a description of the rule.

4. Mark the Active Rule checkbox if you want to activate the rule. At this time, the rule will be

validated (storage center defined, permissible filters, etc.).

Now, define the Schedule.

IMPORTANT

If a rule is not marked as Active, the archiving will not take place!

TIP: In each area, you define a different dimension of the rule, as follows:

a. In the General area, name the rule and determine whether to activate the rule.

b. In the Schedule area, define the time when archiving should take place.

c. In the Filter tab, define which interactions should be archived based on filter criteria.

d. In the Action tab, define the Storage Group where the calls will be archived and file

naming conventions.






Defining a Storage Schedule

In this step, define the time when archiving should take place. For example, you define that the

task will be carried out every day, from 1:00 AM to 3:00 AM. You determine this by defining the

following:

• Schedule Start Date• Schedule Start Time

• Schedule Recurrence

• (Optional) The maximum amount of time to allow for archiving to take place (in minutes). If

the engine does not complete archiving all the interactions that match the filter criteria and the

time lapses, the interactions are marked for future archiving. When the rule runs again

(according to the rule schedule), these interactions are archived first, then the new interactions

that match the rule filter criteria are archived.

To define/edit a schedule for the rule:

1. In the Schedule area, click Edit .

NOTE: If you are updating an existing schedule with a new start time and/or a new

recurrence, the system calculates when the rule will run based on the last time the

rule ran and the new start time/recurrence time. A message appears informing youwhen the rule will next run.

IMPORTANT

All recording schedules run according to the local time where they were defined.

EXAMPLE:

The clock at location A, where you are creating a schedule, is defined as GMT 0. You define a schedule to run from 9:00 - 10:00 a.m. The schedule is running at location B, whose time isGMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually9:00 - 10:00 a.m. at the location where it was defined).

http://-/?-

http://-/?-






The Rule Schedule window appears.

2. Define the schedule as follows:

a. Click the drop-down arrow in the Schedule start date field and choose a date from the

displayed calendar.

b. Select a time in the Schedule start time field.

c. Determine how often the rule will recur by typing a value and choosing

minutes/days/weeks in the Schedule recurrence field.

d. In the Maximum Task Duration field, define the maximum amount of time that the

archiving task will run. The default is 3600 minutes.

3. Click OK. The defined schedule statement appears in the Schedule area.

Now, define the filter.

Defining the Storage Filter

In this step, determine which interactions will be archived by defining filter criteria. You can

define the following filter criteria:

• Criteria based on recording details. These criteria include the duration of an interaction, the

direction of an interaction and the media type. For example: Archive incoming and outgoing

voice interactions whose duration is longer than one minute.

• Criteria based on which agents/groups handled the interaction: These criteria include

one/several agent names or agent groups. For example: Archive interactions from the

Complaints Group.

NOTE: If the engine does not complete archiving all the interactions that match the

filter criteria and the time lapses, the interactions are marked for future archiving. When

the rule runs again (according to the rule schedule), these interactions are archived

first, then the new interactions that match the rule filter criteria are archived.






• Criteria based on the evaluations attached to interactions. For example: Archive interactions

that have agent evaluations with a score over 80.

• Custom Expressions: You can build one or several expressions. These expressions enable you

to define filter criteria that are customized to your site. For example: Archive complete

interactions that were marked for QM.

EXAMPLE:

You define the following filter criteria:

Duration: Greater than one minute

Direction: Incoming/Outgoing

Media Type: Voice

Agents: Complaints Group

Expressions: Marked for QM = 1 (Yes)

This rule states that the following interactions should be archived: Incoming or outgoing voice interactions that lasted more than one minute and were handled by any agent in theComplaints group and are marked for QM.

NOTE: Storage rules cannot be defined using the following Audio Analysis parameters.

These fields do not appear in the filter criteria for Storage rules.

• Emotion Certainty

• Emotion Speaker

• Segment Word

• Segment Word Count

• Segment Word Count Speaker

• Segment Word Group

• Segment Word Group Count

• Segment Word Group Count Speaker

• Talk Over Agent Burst

• Talk Over Agent Talk

• Talk Over Customer Burst

• Talk Over Customer Talk

• Talk Over Percentage

• Talk Over Silence

• Talk Over Total Burst

• All fields that are the results of Scoring or Classification rules (even if they do not

include any of the above fields as their filter criteria).






To define/edit the rule’s filter criteria:

1. In the Filter area, click Edit .

The Filter window appears.

2. Click the General tab to define archiving criteria based on the duration, direction and/or

media type. The recording criteria appear in the Filter window.

To define the duration of interactions as a filter: In the Duration area, type a greater than value

(in seconds) and/or a less than value (in seconds).

To define the direction of an interaction as a filter: In the Call Direction area, mark the

appropriate direction criteria. You can choose as many directions as needed.

To define a specific media type (voice/screen) as criteria: In the Media Type area, mark voice,

screen or both of them. You must choose at least one media type.

NOTE: The Filter window is divided into tabs, each tab representing a type of filter

criteria. Click a tab to display the relevant filter criteria in the window.

It is mandatory to define a Media Type (in the General tab) as a filter criteria.






3. To define archiving criteria based on specific agents/groups that handled the interactions, click

the Agents tab. The agent criteria appear in the Filter window.

a. Expand the Resource Tree and select a branch. The groups/agents directly under that

branch appear in the Available Items list box.

b. Select groups or agents. You can type the first letters of a user name in the text box above

the list box to quickly jump to the appropriate user name.

c. Move the agents/groups to the Selected Items list box and click OK.

4. To define archiving criteria based on evaluations attached to interactions, click the

Evaluations tab. The evaluation criteria appear in the Filter window.

a. In the Interaction Type area, select whether to filter by Complete interactions or

Segments.

b. To select interactions whose evaluations are based on specific forms, select Evaluation

Forms and move them to the right-hand list box.






c. To select interactions evaluated with an Agent Evaluation task, in the Agent Evaluation

field, select Yes; to select interactions that did not have an agent evaluation, select No. If

agent evaluation is not a criteria, select Either .

d. To select interactions that were evaluated with a Customer Evaluation task, in the

Customer Evaluation field, select Yes; to select interactions that did not have a

customer evaluation, select No. If customer evaluation is not a criteria, select Either .

e. To select interactions whose evaluations received a specific score, in the Score field

choose a comparison value and type values.

5. To build expression filters, click the Expressions tab. The expressions filter criteria appear in

the Filter window.

a. Choose a Field from the drop-down list. The items in the Fields list correspond to

interaction data fields. Refer to the Interaction Data Reference Guide for an itemized

description of the interaction data fields.

b. Choose an Operator from the drop-down list. The available Operators change depending

on the selected Field.

c. Type/select a Value. See Operators - Values Description on page 95 for a description of

the Operators and Values.

d. Click . The new expression appears in the Expressions box.

e. Click OK.

TIP:

• To clear the fields currently being defined (not the expressions already defined) click

Clear Expressions.

• To delete an expression, select the expression and click Delete.

• To update an expression, select the expression, modify its fields and click Update.

NOTE: Filters that were defined on the General and Agents tabs will also appear on the

Expressions tab after the filter is saved.

Expressions box

Editing fields






Operators - Values Description

Choose an

Operator:Then, do the following: Example

= In the Value field, type a value. Complete interactions

whose total hold count are 0<> In the Value field, type a value. Interactions whose total

hold count are not 0

> In the Value field, type a value. Interactions whose total

hold count are greater than

10

< In the Value field, type a value. Interactions whose total

hold count are less than 10

Values List In the Value field, type several values - use

commas to separate each value.

Interactions whose total

hold count are 1 or 2 or 3.






Defining the Storage Action

Now that you defined which interactions should be archived and when the archiving should take

place, you must define the following actions:

• Where the interactions will be archived (a Storage Group on the primary Storage Center).

• (Optional) The Storage Group on the redundant Storage Center where the interactions will bearchived if the primary Storage Center fails. Do not choose the same location - meaning

Storage Center Server and Storage Group - that you selected as a primary Storage

Center!

• (Optional) The maximum number of days that the archived interactions will be stored - after

this number of days pass the archived interactions must be deleted.

• (Optional) Whether to move the archived files to an ESM Server; depending on whether your

site includes an ESM or not.

• File naming conventions. The default fields in the file name are:

Site ID_Segment ID_Recording ID.

These fields cannot be removed or rearranged from the file name. The file name will begin

with SC _ Site ID_Segment ID_Recording ID. The file name will end with an archiving ID

value added to the file name to ensure that each record is unique.

To define the archiving actions:

1. In the Storage Action area, click Edit .

NOTE: When defining a storage rule, you define a Storage Group where the files will be

archived. In addition, you can define a value for forced deletion, meaning that all files

archived by this rule will be deleted after a certain number of days.

Previously, when the Storage Group was defined and configured (via the System

Administrator) a Retention value may have been defined for the group, meaning the

number of days that files must be maintained in the Storage Group.

What happens if a conflict occurs between the Storage Group’s Retention value and arule’s Forced Deletion value (such as the group’s Retention value is set to 100 days and

the rule’s Forced Deletion value is set to 50 days)?

The Forced Deletion value of the rule takes preference!!

The group Retention value is a more general definition; the archiving rule Forced

Deletion value is specific to a group of archived files.






The Storage Center Action window appears.

2. Define the Storage Group in the primary Storage Center where the archived calls will be

stored, as follows:

a. Click the Primary Storage tab.

b. From the Server drop-down list, choose the appropriate Storage Center server. The

defined Storage Groups for the selected Storage Center appear in the Available Storages

list box.

c. Select the Storage Group(s) and click the arrow button to move the Storage Group to the

Selected Storages list box. You can define more than one Storage Group: If you define

several Storage Groups, then the files will be archived to all the Storage Groups that youselected.

d. Click OK.

3. (Optional) If you have a redundant Storage Center, define the Storage Group in the redundant

Storage Center where the archived calls will be stored if the primary Storage Center fails. You

cannot define the same location (Storage Center Server and Storage Group) as defined for the

primary Storage:

a. Click the Redundant Storage tab.

b. From the Redundant Server drop-down list, choose the redundant Storage Center server.

Make sure not to choose the same server that you selected as the primary Storage

Center. The defined Storage Groups for the selected Storage Center appear in the

Available Storages list box.

c. Select the Storage Group(s) and click the arrow button to move the Storage Group to the

Selected Storages list box and click OK.

NOTE: The Storage Action window is divided into four tabs, each tab representing a

type of action that you can define. Click a tab to display the relevant action in thewindow.

TIP: You must define a server and at least one Storage Group. You can select more

than one Storage Group if your site needs duplicate archiving locations.






4. Click the Action Parameters tab.

a. To define a maximum number of days that archived interactions remain archived in a

Storage Group, mark the Force Deletion checkbox. Then type the maximum number of

storage days. After this number of days passes, all the interactions that were archived by this rule will

be deleted from the Storage Group.

b. If the archived files should also be stored in the ESM in your site, mark the Move to ESM

checkbox.

5. To define a naming convention for the archived files, click the File Name Mask tab. The

default fields are Site ID, Segment ID and Recording ID. These default fields cannot be

removed or rearranged.

Define the file mask as follows:

a. From the Available Fields list box, select the fields that should be included in the file

name mask, and click the appropriate arrow button to move these fields to the Selected

Fields list box. You cannot remove Site ID, Segment ID and Recording ID from the list

of selected fields.






b. If you want to add free text, type the text in the Free Text field and click the appropriate

arrow button to move the text to the Selected Fields list box.

c. Use the Up/Down buttons to determine the order of the fields for the mask.

6. Click OK.

Saving the Storage Rule

After you define/edit a rule, you must save the rule. Note that saving the rule does not

automatically activate the rule: You can save a rule in the deactivate state.

To save a rule:

1. Click .

2. To return to the list of Storage Center rules, click .

IMPORTANT

When editing a Storage rule that was created in a previous version and used one or more of the

following as filter criteria, an error message appears.

• Audio Analysis parameters (detailed list appears in the NOTE on page 91)

• Scoring fields

• Classification fields

If the user continues and saves the rule, then the field is removed from the Storage rule’s filter

criteria. This is because these fields are no longer supported as filter criteria for Storage rules.

TIP: If you close the rule editor without saving (by clicking ), a message appears

asking if you want to save these changes. Click Yes if you want to save the rule

parameters.






Chapter 7: Managing and Viewing Rules


101

7

Managing and Viewing Rules

This section contains general procedures for using the Rules Manager. Specific instructions can be

found in the relevant sections for each type of rule.

Contents

Managing Rules ............................................................................................................102

Filtering Interactions: Selecting Interactions for Rules.............................................102

Activating/Deactivating a Rule .................................................................................110

Editing a Rule........................................................................................................... 110

Deleting a Rule......................................................................................................... 111

Viewing Rule Results ................................................................................................... 113

IMPORTANT




102Chapter 7: Managing and Viewing Rules


Managing Rules

Managing Rules

This section provides general instructions for using the Rules Manager.

After a rule is created, you can perform the following actions:

• Define a Filter . Filters are the criteria for selecting interactions (see Filtering Interactions:

Selecting Interactions for Rules on page 102).

• Activate or deactivate a rule (see Activating/Deactivating a Rule on page 110).

• Edit a rule (see Editing a Rule on page 110).

• Delete a rule (see Deleting a Rule on page 111).

Filtering Interactions: Selecting Interactions for Rules

Each rule must have a Filter . A Filter is the criteria for selecting interactions. Actions are

performed on interactions that meet the defined criteria. All rule types, except for Selective and

Negative recording plans (Scheduler rules) have the same filter options.

You can define any combination of criteria for a filter. The filter window is divided into the

following separate tabbed pages:

IMPORTANT


General Criteria based on the duration of the interaction, the direction (inbound

or outbound), and the media type (voice or screen). Media type is not

available for Scheduler rules.

EXAMPLE: All inbound voice interactions that are longer than 2 minutes.

Agents Criteria based on which agents/groups handled the interaction.

EXAMPLE:

All interactions from the Customer Service department.

Evaluations Criteria based on evaluation type and form selected.

EXAMPLE:

All interactions evaluated using the form New Agent Evaluation with a score less than 80.

Find segments that were not evaluated with the Agent Evaluation task.ScreenSense Criteria based on existing ScreenSense events attached to interactions.

You can define additional parameters depending on the ScreenSense

event. This filter is not available for Scheduler rules.

EXAMPLE:

Interactions with a screen object value of 500 in the Returns field.

http://-/?-

http://-/?-

http://-/?-

http://-/?-





Managing Rules

Guidelines when defining filters

• All rules must have a filter to select interactions.

• You can only define a filter from the agents/groups/fields for which you have query

privileges.

• The Filter definition allows you to choose from a long list of data fields. The items in this list

correspond to interaction data fields. Refer to the Interaction Data Reference Guide for an

itemized description of the interaction data fields.

• Each data field can only be used once in a filter.

• Rules are validated (permissible filters, etc.) only when you mark them as active.

• Scheduler filters are used to initiate recording and have different criteria for selecting. All

other filters select interactions from recorded interactions.

• The procedures for filters in this section apply to all filters in the Rules Manager except for

Selective and Negative Recording Plans. Filters for Selective and Negative recording

plans are described in Filters for Selective/Negative Recording Plans on page 69.

Defining the Filter

To define the filter:1. In the rules list, double-click a rule to display its details.

Expressions Criteria based on one or several customized expressions that you

define. You can select from any information available about the

interaction.

EXAMPLE:

The Dialed In number or Logger recorded on.





Managing Rules

2. In the Filter section, click Edit.

Only the agents/groups/fields for which you have query privileges will appear in the filter for

selection.

The Filter window is divided into the following tabs:

General - Define the duration, direction, and media type of the interaction.

Agents - Select agents and/or groups.

Evaluations - Select interactions whose corresponding evaluations have specific parameters.

ScreenSense - Select interactions with ScreenSense events attached.

Expressions - Select values for any available field.3. To define general criteria, click General and complete the information.

a. In the Duration area, type a range for the length of the interaction.

b. In the Call Direction area, mark the direction of the interactions as follows:

Inbound - Customer to Agent.

Outbound - Agent to Customer.

Internal - Agent to Agent.

c. In the Media Type area, select as follows: (not available for Scheduler rules)

Voice - Interactions with voice only or with voice and screen recordings are selected.(Must be selected for Audio Analysis rules.)

Screen - Interactions with screen only or with voice and screen recordings are selected.

Voice and Screen - Interactions with either voice or screen recordings are selected.





Managing Rules

4. To select interactions based on Agents and/or Groups, click Agents. The agents filter

appears. Use the guidelines below for selecting agents/groups.

a. Select a group from the Resource Tree. The subgroups/users appear in the Available

Items list.

b. Select groups/users in the Available Items list and move them to the Selected Items

list.

5. To select interactions according to their corresponding evaluations, click Evaluations and do

the following:

a. Select Complete or Segment interactions.

NOTE: For Scheduler rules, the media type section does not exist. Media type is

defined in the Recording Parameters area for each Scheduler rule.





Managing Rules

b. In the Evaluation Forms area, select evaluation forms and move them to the right-hand

list box.

c. In the Agent Evaluation and Customer Evaluation fields, choose as follows:

Either - Not relevant. (Choosing Either for both Agent Evaluation and Customer

Evaluation means that the filter is not selecting interactions according to evaluations.)

Yes - Agent/customer evaluation was completed with one of the selected evaluation

forms.

No - Agent/customer evaluation of this interaction and was not done with any of the

selected evaluation forms.

d. To select evaluations with a specific score, in the Score field choose a comparison value

and type values. This value will be applied to all evaluation forms selected, and for both

agent and customer evaluations.

6. To select interactions with ScreenSense events attached, click ScreenSense.

The ScreenSense filter appears.

a. In the Interaction Type area, select whether the interaction is Complete or a Segment.

b. In the ScreenSense area, select a branch in the tree. The events/groups directly under

that branch appear in the Group Members list box.





Managing Rules

You can type the first letters of a word to quickly jump to the appropriate term.

c. From the Group Members list box, select the events/groups that are filter criteria and

click .

The selected events/groups are moved to the Selected Members list box.

If you select event groups, the query will find any event in the group that matches the

filters.

d. Repeat Step b and Step c to select events/groups from various branches in the tree.

e. To define additional filters on events, enter values in the following fields and drop-down

lists:

Event Value - Choose a comparison expression and type a percentage value, to find

segments that are triggered by a specific value that the agent entered during the

ScreenSense Event.

Note: The Event Value field is active only if one event was selected and moved to the

Selected Members list box.

Event Count - Choose a comparison expression and type values, to find segments with a

specific number of ScreenSense Events.

Group Count - Choose a comparison expression and type values, to find segments that

had a specific number of events within a ScreenSense group (based on the groups selected

in the right-most list box).

Screen Object - Choose an object. The list includes those Screen Objects that were

previously defined in ScreenSense Manager.

http://-/?-

http://-/?-





Managing Rules

Screen Object Value - Define a value for the object.

f. Click OK.

If you are defining filters for a group of events, the query will find any event in the group

that matches the filters.

7. To create a custom expression: Click the Expressions tab and build an expression using the

drop-down lists for each editing field:

a. Choose a Field from the drop-down list. Fields correspond to interaction data fields. Refer

to the Interaction Data Reference Guide for descriptions of the interaction data fields.

b. Choose an Operator from the drop-down list and type/select a Value. The available

Operators/Values change depending on the selected Field. Refer to the following table.

Choose an


= In the Value field, type a value. Interactions whose

Dialed In value is

18001234000

<>

not equal to

In the Value field, type a numeric value. Interactions whose

Dialed In value is

not 18001234000

> In the Value field, type a numeric value. Interactions whose

Dialed In value is

greater than

18001234000

< In the Value field, type a numeric value. Interactions whose

Dialed In value is

less than

18001234000

Expressions box

Editing fields





Managing Rules

c. Click . The new expression appears in the Expressions box.

d. If you need to change the expression, proceed as follows:

• To edit an expression, select it in the Expressions box and click Update.

• To delete an expression, select it in the Expressions box and click Delete.

• To delete all the expressions in the Expression box, click Clear Expressions.

8. Click . The filter appears in the Filter sections of the rule definition.

Editing or Removing Filters

To edit a filter:

1. In the Rules List, double-click a rule to display its details.

2. In the Filter area, click Edit .

3. Click the Expressions tab.

Values List Use to define several allowable values. In the Value

field, type several values - use commas to separate

each value.

Interactions whose

Dialed In value is

18001234001 or

18001234002 or

18001234003

Predefined

List

Applicable

only for

Schedule rules

Not available

for all fields

In the Value field, choose one list.

Lists were predefined in the List Editor .

Interactions whose

Dialed In is the

same as any of the

Dialed Ins defined in

the DNIS - East

Coast list.

Predefined

List Items

Not available

for all fields

• In the Value field, choose one list. (The List

Items area opens.)

• From the List Items, choose one/several items.

NOTE: Lists are defined in the List Editor .

Interactions whose

Dialed In value is on

the Dialed In - East

Coast list.

Choose an






Managing Rules

4. In the Expressions box, select an expression. It appears in the editing fields.

5. To edit the expression, make changes using the drop-down lists and click .

6. To delete the expression, click .

7. Click OK to close the Filter window.

8. In the Rules Editor, click Save .

To remove a filter:

1. In the Rules List, double-click a rule to open the Rules Editor.

2. In the Filter section, click Edit .

3. In the Filter window, click the Expressions tab.

4. Click Clear Expressions.

5. Click OK to close the Filter window.

6. In the Rules Editor, click Save .

Activating/Deactivating a Rule

To activate or deactivate a rule:


2. In the General section, mark (activate) or clear (deactivate) the Activate Rule checkbox.


Editing a Rule

Activated Deactivated

IMPORTANT

When editing a Storage rule that was created in a previous version, if the rule was originally

created using Audio Analysis parameters as filter criteria, an error message appears. If the user

continues and saves the rule, then the field is removed from the Storage rule’s filter criteria. This

is because these fields are no longer supported as filter criteria for Storage rules.

A list of the fields that are not supported appears in the NOTE on page 91.





Managing Rules

To edit a rule:


2. Edit the rule following the same guidelines used while creating it.


Deleting a Rule

Rules can be deleted from any category.

When you delete a rule, the following happens:

When you delete a rule, the following happens:

• The rule stops running.

• In the Rules list:

• The value for the rule’s Active column automatically changes to Deleted.

• A filter is automatically applied to the Active column so that all deleted rules are not

displayed. The rule does not appear in the Rules list.

To delete a rule:

• Select a rule and click Delete.

To see a list of deleted rules:

• In the Active column, select NonBlanks.

-or-

WARNING

• You cannot reactivate, edit, or view the details of a deleted rule.

• All rules remain in the Rules database, even after they are deleted.

• If a rule created a database column (Scoring and Classification rules), then the column andits values remain in the database.

• If you might need to reinstate the rule at a later date, do not delete it. Instead, deactivate it.

See Activating/Deactivating a Rule on page 110.

Delete





Managing Rules

Close the filter in the status bar.





Viewing Rule Results


When you create and run a rule, Interactions that match the rule criteria are displayed in the

Business Analyzer, Interactions module - Results pane. You can then browse through the results

and perform many analysis operations on the interactions, such as playing an interaction, adding

comments to the interaction, evaluating the interaction, sending it in a coaching package and so on.

These operations are described in the Business Analyzer Guide.

Where do I begin?

When you display the results of a rule (by clicking ), the interactions that were found by

the rule appear in the Business Analyzer, Interactions module.

NOTE: Displayed columns in the Interactions module may differ.

In the Rules Manager, select a rule and click Results.

Interactions that match the rule criteria appear in the Business Analyzer, Interactions module






To view the results of a rule:

1. In the Rules Manager window, select a rule and click .

The interactions that match the rule criteria appear in the Business Analyzer, Interactions

module.

You can:

• Sort the results in the grid by clicking on a column heading.

• Group the results by choosing a group in the drop-down list.

2. Select an interaction by clicking on it.

Details about the interaction appear in the subtabs in the Details area (at the bottom of the

window).

NOTE: Other operations such as playing an interaction, adding comments to an

interaction, evaluating an interaction, sending it in a coaching package and so on are

described in the Business Analyzer Guide.



Index


115

Index

AAction Parameters tab, Rules Manager

defining a storage rule action 98

activating a storage rule, Rules Manager 88

Agents tab, Rules Manager

defining a storage rules filter 93

analysis, see audio analysis

ANI 59, 69

archiving rules, see storage rules

Audio Analysis rules, Rules Manager

see also, Rules Manager described 11

new rule 49

types 48

BBusiness Analyzer

displaying Scoring rules 35

locating recording schedules 82

Ccall status, Audio Analysis rules 51

Classification rules

locationg results 45Classification rules, displaying results 45

Classification rules, Rules Manager

see also, Rules Manager

creating 38

described 11

flow in the system 42

overview 37

predefined rule 41

privileges in Users Administrator 42

CTI analyzed, Audio Analysis rules 51

D Device type ID, Rules Manager Scheduler 70

Dialed In

Rules Manager Scheduler 59, 69

Dialed Number


DNIS 59, 69

EESM device, Storage Center

defining a storage rule 98

excitement analysis, Audio Analysis rules 48

Excitement Score, Rules Manager 41

expressions, Rules Manager

choosing an operator 95

defining a storage rule filter 94

FFile Name Mask tab, Rules Manager

defining storage file names 98

filter, Rules Manager


Filters, Rules Manager

defining 103

editing 109

overview 102

removing 110

forced deletion value, Storage Center

defining 96, 98

I index, see Instant Word Search

Instant Word Search

index in audio analysis rule 47, 52

LLexicon Manager

in Audio Analysis rules 53

N Negative recording schedules

creating 74

described 57

Ooperators, Rules Manager 95

PParticipant CTI Agent Name, Rules Manager

Scheduler 69

Participant Department, Rules Manager



Index


116

Scheduler 69

Phone Number


phonetic index, see Instant Word Search

Primary Storage tab, Rules Manager

choosing a primary Storage Center 97

Productivity Score, Rules Manager 31

QQuality recording schedules

by Interaction 58

by Time Interval 64

types of, described 57

Quality Score, Rules Manager 31

RRecording Details tab


recording schedules, see Scheduler rules

Redundant Storage tab, Rules Manager choosing a redundant Storage Center 97

retention value, Storage Center

defining 96

Rule types

Audio Analysis 47

Classification 37

Scheduler 55

Scoring 19

Storage Center 85

RuleDefaultProductivity 31

RuleDefaultQuality 31

RuleDefaultSystemExcitement 41

RuleDefaultSystemScore 31Rules Manager

activating and deactivating rules 110

deleting a rule 111

describing rules 10

editing a rule 110

filtering interactions 102

opening a rule 16

predefined Classification rule 41

predefined Scoring rules 31

sample Scoring rule 21

sorting, filtering and setting lists 14

starting 13

types of rules 11

rules, see storage rules

Sschedule

defining a rule schedule 89

Scheduler rules, Rules Manager


cycles and timeframes 79

described 11

filter values defined 59, 69

Negative 74

phone number 59

Quality by Interaction 58Quality by Time Interval 64

recording period (recurrence) 79

results in Business Analyzer 82

sampling 79

Selective 68

total recording 57

types of schedules 56

Scorecards, Rules Manager

editing 30

new 26

sample 21

Scoring rules, Rules Manager

see also, Rules Manager creating 24

described 11

displaying in Business Analyzer 35

flow in the system 32

overview 20

predefined rules 31

privileges in Users Administrator 32

querying results 35

sample rule 21

scorecards, editing 30

scorecards, new 26

weights in scorecards 20

Segment type ID, Rules Manager Scheduler 70Selective recording schedules

creating 68

described 57

Storage Center

defining storage rules 85

storage rules, Rules Manager


activating 88

creating 87

defining a storage action 96

defining a storage filter 90, 92, 93, 94

defining a storage schedule 89

defining file naming conventions 98

defining forced deletion value 90

defining maximum task duration 90

definition 86

described 12

naming 88

saving a rule 99



storage task, Rules Manager

defining maximum duration 90

summed loggers, Audio Analysis rules 48

System Score, Rules Manager 31

T

talk over analysis, Audio Analysis rules 48Total Recording plan schedules 57

Trunk Label, Rules Manager Scheduler 69

Uunsummed loggers, Audio Analysis rules 48

Users Administrator

defining Classification rule privileges 42

defining Scoring rule privileges 32

VVDN filters for Rules Manager Schedules 59

Wword spotting

Audio Analysis rules 48

Documents

Rules Manager Guide