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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NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with
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This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or
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All contents of this document are: Copyright © 2007 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
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alpha Silver TM , FAST Video Security ® , Freedom ® , Freedom Connect ® , IEX ® , Interaction Capture Unit TM ,
Insight from InteractionsTM , Investigator ® , Last Message ReplayTM , Mirra ® , My UniverseTM , NICE ® ,
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385A0425-03 Rev. A3
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6,330,025
6,785,370
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6,856,343
6,970,829
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5,590,188
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6,564,368
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7,010,106
5,289,368
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For assistance please contact your local supplier or the nearest NICE Systems Customer Service
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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
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6Contents
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
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
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7Contents
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
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
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
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.
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10Chapter 1: Introducing Rules Manager
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
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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11Chapter 1: Introducing Rules Manager
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
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.
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12Chapter 1: Introducing Rules Manager
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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.
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13Chapter 1: Introducing Rules Manager
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
Getting Started with the Rules Manager
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
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14Chapter 1: Introducing Rules Manager
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
Getting Started with the Rules Manager
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.
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15Chapter 1: Introducing Rules Manager
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Getting Started with the Rules Manager
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
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16Chapter 1: Introducing Rules Manager
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
Getting Started with the Rules Manager
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
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17Chapter 1: Introducing Rules Manager
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
Getting Started with the Rules Manager
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.
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18Chapter 1: Introducing Rules Manager
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Getting Started with the Rules Manager
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.
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Chapter 2: Scoring Rules
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
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.
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20Chapter 2: Scoring Rules
NICE Perform ® Release 3: Rules Manager Guide (Rev. A3)
How Do Scoring Rules Work?
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.
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How Do Scoring Rules Work?
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.
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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
• 3 times on hold = 50 points
• 2 times on hold = 75 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.
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How Do Scoring Rules Work?
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
(Receives 50 points in the final score
because the Actual Weight is 50%)
65
Interaction B: Voice interaction of 10
minutes. Call placed on hold 3 times.
Talkover for 5% of the call.
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.
Talkover for 50% of the call.
Points for Segment Hold Count = 100
(Receives 50 points in the final score
because the Actual Weight is 50%)
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
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Creating a New Scoring Rule
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
• 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.
• Rules that are deleted cannot be reactivated, edited, or viewed.
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.
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Creating a New Scoring Rule
Creating a New Scoring Rule
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
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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 .
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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
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Creating a New Scoring Rule
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.
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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.
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Creating a New Scoring Rule
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.
3. Click Save and then click Close .
TIP: To remove a value range, choose the blank line from the list of operators.
Edit
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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.
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Using Scoring Rules Outside the Rules Manager
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.
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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
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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 .
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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
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Chapter 3: Classification Rules
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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.
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Creating a New Classification Rule
Creating a New Classification Rule
To create a new Classification 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 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
• 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.
• Rules that are deleted cannot be reactivated, edited, or viewed.
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.
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Creating a New Classification Rule
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 .
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 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
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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.
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. Click Save and then click Close.
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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.
3. Click Save and then click Close.
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.
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Using Classification Rules Outside the Rules Manager
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.
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Using Classification Rules Outside the Rules Manager
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
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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 .
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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.
2. In the Advanced Query window, click Free Expressions.
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
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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.
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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.
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Creating a New Audio Analysis Rule
To create a new Audio Analysis 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.
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
• Rules that are deleted cannot be reactivated, edited, or viewed.
New
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The rule’s details appear.
3. In the General area,
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
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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
for Rules on page 102.
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.
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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
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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
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The selected interactions are searched for higher than average decibel levels.
9. Click Save and then click Close.
NOTE: Average decibel levels are determined per interaction. This allows for variance
in individual voice tones.
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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
• Rules that are deleted cannot be reactivated, edited, or viewed.
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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.
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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
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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
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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
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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.
4. In the General area,
a. Type the Rule Name and a brief Description.
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,
the rule will be validated (permissible filters, etc.).
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.
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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.
Only those fields for which you have query privileges appear.
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.
9. Click Save and then click Close.
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.
Features of this recording plan are:
• 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.)
• General - Rule name, description, and starting and ending dates for when the rule records
(the rule’s lifetime).
• 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.
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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 .
The Scheduler Rules appear.
2. In the Scheduler rules, click New. The Template window appears.
3. Select Quality Recording Plan and Time Interval. Then click OK.
New
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The rule details for a QM Recording Plan by Time Interval appear.
4. In the General area,
a. Type the Rule Name and a brief Description.
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,
the rule will be validated (permissible filters, etc.).
5. In the Recurrence area, define a recording period (this is a required field). Click Edit.
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. 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.
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b. Click OK to close the Recording Parameters window.
7. In the Filter area, define a filter to select interactions for recording. Click Edit.
Only those fields for which you have query privileges appear.
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.
The Sampling window appears.
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.
9. Click Save and then click Close.
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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Selective Recording Plans
Use a Selective recording plan to record selective recordings in a non-QM environment.
Features of this recording plan are:
• 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.)
• 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 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.
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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:
1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler .
The Scheduler Rules appear.
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
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2. In the Scheduler rules, click New. The Template window appears.
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.
4. In the General area,
a. Type the Rule Name and a brief Description.
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,
the rule will be validated (permissible filters, etc.).
NOTE: A rule must both be within its Lifetime and Active to run.
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5. In the Recurrence area, define a recording period (this is a required field). Click Edit.
For instructions, refer to Defining a Recording Period: Recurrence on page 79.
6. In the Filter area, define a filter to select interactions for recording. Click Edit.
The Recording Planner Filter window appears.
Only those field for which you have query privileges appear.
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.
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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.
The Sampling window appears.
• Select a Sampling Method and click OK.
8. Click Save and then click Close .
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Negative Recording Plans
Use a Negative recording plan to exclude recordings.
Features of this recording plan are:
• 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:
1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler .
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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The Scheduler Rules appear.
2. In the Scheduler rules, click New. The Template window appears.
3. Select Negative Recording Plan and click OK. The rule details for a Negative Recording
Plan appear.
4. In the General area,
a. Type the Rule Name and a brief Description.
b. Select Rule Lifetime starting and ending dates for the rule.
New
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c. 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.).
5. In the Recurrence area, define a recording period (this is a required field). Click Edit.
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.
Only those field for which you have query privileges appear.
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: A rule must both be within its Lifetime and Active to run.
NOTE: If you are filtering specific area codes, refer to Filtering by Area Codes
on page 77.
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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. Click Save and then click Close.
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.
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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
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
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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 .
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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.
2. In the Advanced Query window, click Free Expressions.
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.
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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.
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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.
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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.
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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
• Rules that are deleted cannot be reactivated, edited, or viewed.
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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.
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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).
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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.
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• 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).
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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.
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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
• Rules that are deleted cannot be reactivated, edited, or viewed.
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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
• Rules that are deleted cannot be reactivated, edited, or viewed.
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.
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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.
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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.
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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.
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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.
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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.
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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
Operator:Then, do the following: Example
= 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
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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
Operator:Then, do the following: Example
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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:
1. In the Rules List, double-click a rule to display its details.
2. In the General section, mark (activate) or clear (deactivate) the Activate Rule checkbox.
3. Click Save and then click Close.
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.
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To edit a rule:
1. In the Rules List, double-click a rule to display its details.
2. Edit the rule following the same guidelines used while creating it.
3. Click Save and then click Close.
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
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Close the filter in the status bar.
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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
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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.
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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
Rules Manager Scheduler 59, 69
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
defining a storage rule filter 92
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
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Scheduler 69
Phone Number
Rules Manager Scheduler 59, 69
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
defining a storage rule filter 92
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
see also, 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
see also, 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
8/3/2019 Rules Manager Guide
http://slidepdf.com/reader/full/rules-manager-guide 117/117
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