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Business Analyzer: Interactions Evaluation Workflow

Learn how to search for, evaluate, and calibrate interactions using the Business Analyzer application. Understand important terminology and differentiate between a segment and complete interaction.

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Business Analyzer: Interactions Evaluation Workflow

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  1. www.nice.com Business Analyzer Overview INSIGHT FROM INTERACTIONS

  2. Lesson Objectives • Describe the modules of the Business Analyzer • Describe the Evaluation workflow • Clarify important terminology • Differentiate between a Segment and Complete interaction

  3. Business Analyzer - Overview Use the application to: • Search and playback recorded interactions • Evaluate interactions • Calibrate interactions • Find, review and modify evaluations • Locate and analyze system messages • Create clips and coaching packages and send them to agents • Find customer feedback forms

  4. Business Analyzer - Main Screen Queries And Saved Items pane Results pane Quick Query pane Modules

  5. Process Workflow • Search for Interactions • Evaluate Interactions • Search for Evaluations • Calibrate Interactions • Summarize Evaluations

  6. Terminology Review • Review the meaning of important terms by “matching the columns” Open up the linked file - BA_Graph_View.htm from the CD

  7. Customer Agent Segment Vs. Complete Interaction Supervisor Segment 1 Segment 2 Complete Interaction

  8. Questions for Discussion • What is the advantage of being able to view an interaction that has both audio and screen? • Will you use calibrations? If so, who will perform calibrations? • Will you allow your agents to evaluate themselves?

  9. What did we do? • Described the modules of the Business Analyzer • Described the Evaluation workflow • Clarified important terminology • Differentiated between a Segment and Complete interaction

  10. www.nice.com Business Analyzer Search for Interactions INSIGHT FROM INTERACTIONS

  11. Lesson Objectives • Create and execute queries for interactions • Playback interactions • Save interactions

  12. Process Workflow • Search for Interactions • Evaluate Interactions • Search for Evaluations • Calibrate Interactions • Summarize Evaluations

  13. Quickly Locating Interactions • Query – set of criteria to search for interactions / evaluations / feedbacks • There are 3 predefined queries: • Calls not evaluated • Last 24 hours • Last 7 days

  14. Quick Query • The quick query displays the most frequency used search criteria • Users can set their own search criteria and determine how they are displayed in the quick query pane

  15. Create a Quick Query • Create and run a quick query for interactions Open up the file GLD_BA_Interactions_Quick Query.doc from the CD

  16. Define Search Criteria Filter Settings • If you wish to define additional search criteria you have 2 options: • Filter Settings – select addition search criteria • 2. Advanced Settings – define search criteria from the advanced query window Advanced Settings

  17. Query Results - Table View

  18. Query Results - Graph View • View a demo of the various features and options in the Graph view Open up the linked file - BA_Graph_View.htm from the CD

  19. Interaction Preview Section • The preview includes call’s additional information such as participants,phone number etc. • You will be able to detect when agent talks and when customer talks (in two separate lines) • The systems can also detect when there is a talk-over – both parties talking at the same time

  20. Advanced Query for an Interaction • Create an Advanced query for an interaction Open up the file GLD_BA_Interactions_Advanced Query.doc from the CD

  21. Searching for Interactions By Comment • View a demo of how to perform a search for interactions based on a specific comment Open up the file Full Comment Demo.htm from the CD

  22. Playback Interactions   Open up the file GLD_BA_Playback Interactions.doc from the CD

  23. Nice Player – Main View

  24. Save Interaction As a File

  25. Save Interaction As a File NMF – voice file, Nice format for compression WAV -voice file, the standard format for compression ASF- voice and screen - windows media player format

  26. What did we do? • Created and executed queries for interactions • Played back interactions • Saved interactions

  27. www.nice.com Business Analyzer Evaluate Interactions INSIGHT FROM INTERACTIONS

  28. Lesson Objectives • Understand the purpose an 3 different types of evaluations • Create and execute queries for evaluations • Set a default evaluation form

  29. Process Workflow • Search for Interactions • Evaluate Interactions • Search for Evaluations • Calibrate Interactions • Summarize Evaluations

  30. Evaluations • Analyze the performance of individuals to improve the service quality at your site • Evaluate: • Agents interactions with customers (Agent evaluation) • A Customer’s experience during an interaction (Customer Experience evaluation) • Your own performance (Self evaluation) • Use custom-designed online evaluation forms

  31. Agent Evaluate • Evaluate an agent’s interaction with a customer Open up the file GLD_BA_Interactions_Evaluation.doc from the CD

  32. Managing Forms • Can add/remove forms from available forms list • Can set a default form via Preferences

  33. Replace a Form

  34. Customer Experience Evaluations • Evaluate the customer’s experience • Not evaluating an agent • Create and use a specific Customer Evaluation form • From customer’s viewpoint e.g. was the customer’s problem resolved • Different privileges for customer and agent evaluations

  35. Customer Experience Evaluations • Can query for interactions with customer evaluations

  36. Self-Evaluations • Agents can evaluate their own interactions • No icon on toolbar • Evaluations performed on own interactions are saved as self-evaluations • Identified by a blue evaluation icon • Don’t impact on general evaluations scores • Not included in My Evaluations component of My Universe • Can run reports for self-evaluations

  37. Questions for Discussion • Do you think your company will utilize self-evaluations? • What is the benefit of self-evaluations?

  38. What did we do? • Identified the general purpose and 3 different types of evaluations • Created and executed queries for evaluations • Learned how to set a default evaluation form

  39. www.nice.com Business Analyzer Search for Evaluations INSIGHT FROM INTERACTIONS

  40. Lesson Objectives • Create and execute a quick query for evaluations • Create and execute an advanced query for evaluations

  41. Process Workflow • Search for Interactions • Evaluate Interactions • Search for Evaluations • Calibrate Interactions • Summarize Evaluations

  42. Running a Quick Query • Create and run a quick query for evaluations Open up the file GLD_BA_Evaluations_Quick Query.doc from the CD

  43. Running an Advanced Query • Create an advanced query for evaluations Open up the file GLD_BA_Evaluations_Advanced Query.doc from the CD

  44. Questions for Discussion • Can evaluations be modified? • Who should be allowed to modify evaluations?

  45. What did we do? • Created and executed a quick query for evaluations • Created and executed an advanced query for evaluations

  46. www.nice.com Business Analyzer Calibrate Interactions INSIGHT FROM INTERACTIONS

  47. Lesson Objectives • Understand the purpose of a calibration • Mark interactions for calibration • Calibrate evaluations

  48. Process Workflow • Search for Interactions • Evaluate Interactions • Search for Evaluations • Calibrate Interactions • Summarize Evaluations

  49. Calibrating Evaluations • A calibration is a reference evaluation of a recorded interaction • Ensures a fair and consistent evaluation process • An original evaluation can be compared to a calibration, to view variance between scores • Calibrate interactions in Interactions module

  50. Marking Interactions for Calibration

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