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of 22 Last Updated: 1/14/2014

Throughout the winter, Verint will upgrade its EFM software to the latest release, version 7.1. SaaS customers will

receive this update as part of their regularly scheduled maintenance window, and no further action is required.

Customers with special release maintenance criteria will be assigned separate release upgrade dates based on

mutual agreement with their Verint Account Managers. Customers with the application installed on premise will

receive a separate email notifying them that the update is available for download.

VERINT

EFM 7.1 Release Overview


Table of Contents

DATA SETS (NEW FEATURE) 4

Creating a Data Set 4

Data Points 5

Linked Fields 7

Publishing a Data Set 9

REPORTING IMPROVEMENTS WITH 7.1 10

Reports Tab (New) 10

Reports - Adding Questions from Multiple surveys 10

Drag and Drop Support 11

Cross Tab (Bubble) Charts 12

Campaign Statistics Element 12

Advanced Properties in Report Elements 13

Top Box Scores on Trend Table and Trend Chart 13

Net Score on the Top Box Cross Tab Chart 13

Goal Line on the Chart Report Elements 14

Series Palette for Frequency Tables 14

CASE MANAGEMENT 15

Pipe Survey Responses into Custom Properties 15

Case Summary Pareto Chart 15

Notify Users on Case Actions 16

Organizations 16

Survey Response for the Case 17

Case Assignment Notification Email 17

IMPROVED SURVEY DESIGN EXPERIENCE 17

Same Page Conditional Visibility 17

Quick Search on My Surveys Grid 18

Edit Page Titles Inline 18

Scale Slider Width 19


LIBRARY CHANGES 20

Image Manager 20

Media Manager 20

Code Blocks and Text Blocks 21

ADMINISTRATION 22

Users Grid 22


Data Sets (New Feature) EFM 7.1 includes a new Data Sets feature which helps users effectively track and resolve customer engagement

through multiple surveys. Users can now combine results from multiple surveys into a single data set for analysis.

It is most useful for:

Performing aggregate analysis over multiple surveys containing the same or similar questions

Augmenting the questions in one or more surveys with related data – like customer demographics

The Data Sets feature can be accessed using the new Reports tab.

Figure 1: New Reports Tab with Data Sets

Creating a Data Set

A Report Author can create a Data Set using a three-step procedure:

1. Add Data Points

2. Tie-in Linked Field, and

3. Publish for Reporting

Reports

Tab

Data Sets

sub tab


Figure 2: Steps for Creating a Data Set

Data Points

After creating the data set container, a Report Author needs to add Data Points to it. Data Points are survey questions,

which a Report Author wants to use for their analysis. A Report Author can add, edit, combine and publish several Data

Points (or questions) for their Data Set.

Figure 3: Adding a Data Point

Return to

Data Sets

grid

Add Data

Points


Figure 4: Selecting Questions for the Data Point

Questions from multiple surveys can be combined into a single Data Point. This allows Report Authors to track

responses to similar questions across multiple surveys in the data point and use this combined Data Point for reporting.

Clicking on the Data Point in the grid brings up the Edit Data Point dialog which can be used to both modify the data

point and combine other questions into this Data Point.

The Report Author can also click on Recode… to launch a dialog which can be used to recode values for questions,

which are not similar, but cover the same measurement (e.g. likelihood to recommend).

Access Questions

from My survey

Access Questions

from Other Users

Access Questions

from Profile

Surveys


Figure 5: Editing a Data Point by clicking on it

Figure 6: Recoding Data Point values

Linked Fields

Linked Fields allow Report Authors to copy contextual (or demographic) information known about a population to all

the results in their data set. This allows identifying the same participant across multiple surveys (even Email List

surveys) and accessing their contextual data to allow for better filtering and segmentation. Linked Fields can be added

from Profile Information in the Panel, as well as from questions within other regular surveys.

Combine Data

Point

Change

Report Labels

Recoding

Values

Recoding a 10 point scale to a

5 point scale


To add a Linked Field, an Identity Data Point needs to be added in your data set (using Add Data Point) first. An

Identity Data Point holds unique identifying information about your respondents, which can be used to identify them

when importing in Linked Fields (Demographic Data) to your data set. Only the Fill in the Blank questions can be set as

Identity Data Points.

Figure 7: Adding a Linked Field

Figure 8: Selecting Questions for Linked Fields

Add Linked

Field Button

Need to Add an Identity Data Point first

to add a Linked Field

Adding a

Linked Field

Access Questions

from survey

Access Questions

from Profile

Surveys


Figure 9: Connecting the Linked Source

Publishing a Data Set

After creating the Data Set, a Report Author can publish it to make it available for further reporting. Once the Data Set

is published, its editing is restricted. The Data Points and Linked Fields become available for reporting. The Publish

button is renamed to Re-publish and becomes unavailable until further modifications are made to the Data Set.

Figure 10: Publishing a Data Set

Identifier in the

Data Set

Identifier in the

Source data

(Profile Survey)

Publish button


Reporting Improvements with 7.1

Reports Tab (New)

There is a new Reports tab, which allows Report Authors to quickly access their existing reports, as well as create new

reports and Data Sets. The Reports tab can used to create, view, copy, download, share and delete reports that a

Report Author can access.

Figure 11: New Reports Tab

Reports - Adding Questions from Multiple surveys

Starting with 7.1, Report Authors can now mix report elements from various surveys in a single report. This allows

including questions from My Surveys, Shared Surveys, Other Surveys, Profiles, as well as Data Sets.

Figure 12: Adding Questions from Other Sources

Reports Tab

Access

Reports

Access

Data Sets

Create a new

Report

Click on

Data Source

Link to

access all

SourcesQuestions from the

current source


Figure 13: Selecting Questions from Other Survey

Figure 14: Source Citation on the Report Element

Drag and Drop Support

The Report Designer now supports Drag and Drop functionality. This allows a Report Author to drag and drop report

elements into the desired position.

Source

Citation


Cross Tab (Bubble) Charts

A new chart type called Cross Tab Chart has been added to the Reporting Designer. This element allows you to

view a cross-tabulation of two selected questions as a chart. The size of the bubbles inside the chart depends on the

number of responses to the corresponding question.

Figure 15: Cross Tab Charts

Campaign Statistics Element

The Campaign Statistics Element allows Report Authors to get a quick overview of how individual survey

campaigns are performing. Campaign Statistics for different surveys can be included in a report, thus providing the

Report Viewer an overview of how different campaigns are performing.

Figure 16: Campaign Statistics Element


Advanced Properties in Report Elements

Report Authors can access Advanced Properties for all report elements by clicking on the Advanced icon in the

lower-right corner of the report element. The advanced properties enable:

1. Editing the default Report Element labels

2. Control visibility (Show/Hide) rows or columns to display only values that you want

Figure 17: Advanced Properties

Top Box Scores on Trend Table and Trend Chart

The Top Box distribution can now be added to the Trend Table and Trend Charts using the Displayed Values

section.

Figure 18: Top Box options in Displayed Values

Net Score on the Top Box Cross Tab Chart

Net Score can now be added to the Top Box Cross Tab chart using the Displayed Values section.

Add the Top

Box

Distributions


Goal Line on the Chart Report Elements

Goal Lines can be added to the Frequency Chart and the Trend Chart report elements by selecting the Show Goal

Line checkbox in the Displayed Values section.

Figure 19: Goal Line on a Frequency Chart

Series Palette for Frequency Tables

Series Palette can now be defined for Frequency tables which allow better illustration of data values on the chart.

Figure 20: Define Series Palette for a Frequency Table

Show Goal Line


Case Management

Pipe Survey Responses into Custom Properties

With 7.1, survey responses can now be piped into Custom Properties for cases created by Survey Triggers. When the

trigger is activated, the response used by the Trigger Criteria is applied to the newly created case as a custom property.

Additionally Survey Responses can also be piped into the “Assigned To” field to automate the Case Assignment

process.

Figure 21: Piping Survey Responses into Custom Properties

Case Summary Pareto Chart

Case Counts for Core, as well as custom properties can now be summarized in a Pareto Chart. The Pareto Chart is a type

of chart, where individual values are represented in descending order by bars, and the cumulative total is represented

by the line. By looking at the bars and line, you can quickly determine which cases make up 80% of your activity.

Pipe a survey response


Figure 22: Case Summary Pareto Chart

Notify Users on Case Actions

Case Agents can now notify other users in the workgroup about a case using the Notify Users field on the case actions.

Figure 23: Notify users on actions like Assign

When a workgroup user is notified, they receive an email about the Case Action (e.g. Assign), as well as the Case URL.

Organizations

Cases can now be assigned to users who are part of different teams within an organization. The teams can be created

and assigned users using the new Organization Tab. Users can be given team level permissions to view and edit cases

from the Roles tab under Administration.

Notify Users


Figure 24: Defining Organizations

Survey Response for the Case

When a case is created by a survey trigger, under the Source Details section, the survey response can now be clicked on

to reveal the other responses from a respondent.

Case Assignment Notification Email

When a case is assigned to a user, they now receive a notification email with the Case URL embedded in the email.

Improved Survey Design Experience

Same Page Conditional Visibility

With 7.1, conditional visibility can be set for questions on the same page. While using this option, only questions on the

same page, before the current question are available for setting the criteria. Currently it supports only the Choose One

and Choose Many question variants. This feature requires the JavaScript Required property under Survey Properties to

be turned ON.


Figure 25: Same Page Conditional Visibility

Quick Search on My Surveys Grid

Survey Administrators can now search for surveys they have access to on the My Surveys Grid. This option allows

searching across the Workgroups, using either the name of the survey or the name of the owner.

Figure 26: Quick Search on My Surveys Grid

Edit Page Titles Inline

With 7.1, all titles including the Survey Title, Survey pages, Report pages, Intercepts, etc. can now be edited inline.

Checkbox to

enable Same

Page

Conditional

Visibility

Quick Search


Figure 27: Editing Titles Inline

Scale Slider Width

Survey Authors can now specify the overall scale slider width, so that questions with multiple choices can be displayed

properly.

Figure 28: Adjusting the width of the Scale Slider

Provide the

Overall Scale

Slider width


Library Changes

Image Manager

The Image manager can now be accessed from the Library tab. From here, users can upload and delete images that

they have access to. The users can create sub-folders for specific surveys and also edit images using the built-in image

editor.

Figure 29: Image Manager in the Library

Media Manager

The Media Manager, like the Image Manager, can also be accessed from the Library tab. From here, users can upload

and delete videos that they have access to.

Figure 30: Media Manager in the Library

Image Manager Basic Image

Editing capability


Code Blocks and Text Blocks

Survey Administrators can now define code blocks and text blocks for the workgroup in the Library.

Figure 31: Adding a Code Block to the Library

A code block or text block shared in the Library can be used by a Survey Author by clicking on Add from Library, and

selecting Other Content from the Insert Item dialog.

Figure 32: Adding a Code Block from the Library


Administration

Users Grid

The Users Grid has been updated to allow quick editing by clicking on the user. Additionally, the grid view can be

exported out to CSV, TSV or Excel format.

Figure 33: User Grid - Export Users, Notify Workgroup Users

The Administrator can also select users and click on “Notify Selected Users” to send them a notification.

Figure 34: Notify Users Dialog

Export Users

Notify Users

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