Rules Manager Guide

NICE Perform
Release 3
Rules Manager Guide

May 2007
385A0425-03 Rev. A3
Insight from Interactions
TM
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385A0425-03 Rev. A3
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Contents
1
Introducing 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
2
Scoring Rules 19
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
3
Classification Rules 37
Creating a New Classification Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Predefined Classification Rules for use in the Business Analyzer . . . . . . . 41
Contents NICE Perform Release 3: Rules Manager Guide (Rev. A3) 5
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 47
What is an Audio Analysis Rule? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Creating a New Audio Analysis Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
5
Scheduler Rules 55
Scheduler Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Choosing 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 Tos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
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Defining Storage Rules 85
What is a Storage Rule? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Creating a Storage Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Naming the New Storage Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Contents NICE Perform Release 3: Rules Manager Guide (Rev. A3) 6
Defining a Storage Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Defining the Storage Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Defining the Storage Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Saving the Storage Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
7
Managing 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
Contents NICE Perform Release 3: Rules Manager Guide (Rev. A3)
Blank page for double-sided printing.
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.
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.
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
Chapter 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 to the name of each rule.
IMPORTANT
Rules that are deleted cannot be reactivated, edited, or viewed. Each Scoring and Classification rule adds a new column (as a reserved field) to your database. The total number of reserved fields that can be added to the database is 1024. Some of these reserved fields have already been added as business data fields. Therefore, the exact amount of Scoring and Classification columns you can add to your database is dependant on site specifications. Scoring and Classification columns and their values remain in your database even if the rule is deactivated or deleted. If you open a rule for which you do not have query privileges for all of its filters, only those filters for which you have privileges are saved when you save the rule.
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What is a Rule?
Rule Types
Using the Rules Manager, you can create the following types of rules:
Rule Type Scoring What it does Example
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 Analysis
Selects 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 interactions according to the time of the interaction or other criteria such as agent. See Scheduler Rules on page 55.
Record all interactions between 8:00 a.m. and 5:00 p.m. that are longer than two minutes.
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What is a Rule?
Rule Type Storage
What it does
Example
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.
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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Getting Started with the Rules Manager

To open Rules Manager: 1. 2.
Log in to NICE Perform Applications Suite. In the navigation bar, click Accessories, and choose Rules Manager. Rules Manager appears.
Accessories Menu Click for Online Help (With printed format available) New Rule Edit Delete Settings
Column Headings Rules Manager Sidebar
Details Pane
Status Bar
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 only selected rules. Continue with Customizing the Rules List.
13
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.
Up arrow indicates ascending sort
In descending order: Double-click a column heading. The rules list is sorted in descending order according to the selected column.
Down arrow indicates descending sort
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.
EXAMPLE:
Apply a filter to display only the active rules. 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.
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To filter the Rules List: 1.
Click the arrow to the right of a column heading. A list of values appears.
Standard options Values currently in the selected column
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 Custom
Removes the filter from the selected column and displays all entries. Creates a custom filter based on one or two expressions. The Custom AutoFilter window appears. Do the following:
Column name
a. b. c.
In the top row, click the drop-down list and select a comparison expression. In the field to the right of the comparison expression, type a value. 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. Blanks NonBlanks Any value
Click OK.
Displays only those rules that do not have a value in this column. Displays only those rules that have a value in this column. Displays all rules with a value equal to the selected value.
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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.
Blue arrow indicates filtered column
The applied filter is displayed in the status bar of the Rules List.
Click to remove all filters
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.
Edit
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Shown below is a sample of an opened rule.
Reset, Save, and Close buttons
Click to Edit this area
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.
EXAMPLE: Name, Description, Active and Results.
You change column headings in the Scoring rule window to show the following headings: Rule
When you open the rule windows for Classification, Audio Analysis, Scheduler and Storage, the same column headings appear as in the Scoring rule window.
To set column heading preferences: 1.
Click Settings
17
The Settings window appears.
2. 3.
In the Select Columns area, select column name(s) from the list under Available Fields. Using the right arrow , move the selected columns to the Selected Fields area. and down arrows.
You can arrange the order of the columns by using the up

4. 5.
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. 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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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 be viewed using Reporter and My Universe.
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 Business Analyzer on page 31.
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
Chapter 2: Scoring Rules NICE Perform Release 3: Rules Manager Guide (Rev. A3)
19
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.
IMPORTANT You must have privileges to use the Users Administrator and other NICE Perform applications. You can create Scoring rules without these privileges. 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 the only 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 2 Scorecards. 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.
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Thus, if an interaction receives 50 points for Times on hold, it will only receive 25 points for this category 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:
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:
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
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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The following is how the final Scoring rule definition appears:
Use this name to identify the rule in other applications
Select inbound and outbound voice interactions, less than 5 minutes
Two Scorecard definitions Conditions for selected definition
How this rule scores:
Interaction Parameters Interaction A: Voice interaction of 4
Score Breakdown
Final Score 65
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%)
Interaction B: Voice interaction of 10
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.) 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
N/A
minutes. Call placed on hold 3 times. Talkover for 5% of the call.
Interaction C: Voice interaction of 3 minutes. Call not placed on hold at all. Talkover for 50% of the call.
50
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Creating a New Scoring Rule

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.
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.
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.
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 are
scoring. 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.
24
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.

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.
New
For a general description of how to use the Rules List, refer to Getting Started with the Rules Manager on page 13.
2.
Click
25
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
26
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 categorys 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:

Blank < = <= >= >
Choose this to remove a value range Less than Equal to Less than or equal to Greater than or equal to Greater than
In the Score field, type the score. This value must be from 0 - 100 (inclusive).
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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.
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.
28
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 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. 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 Perform applications to perform these tasks.
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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.
Edit
The Scorecard Definition window appears.

2. 3.
Make all changes and click OK. Click Save and then click Close .
TIP: To remove a value range, choose the blank line from the list of operators.
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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
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.
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. 2. 3.
In the Rules List, double-click a default rule to display its details. Edit the rule following the same guidelines used for Creating a New Scoring Rule on page 24. Click Save and then click Close.
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Using Scoring Rules Outside the Rules Manager

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.
Scoring rules begin scoring interactions as soon as they are activated. The results of each Scoring rule 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.
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. 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.
32
Using Scoring Rules Outside the Rules Manager Users Administrator Add a new profile
- or open an existing one
Add new Interaction Data
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 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
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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. 2. 3. 4. 5.
Open the relevant NICE Perform application and create an Advanced Query. In the Advanced Query window, click Free Expressions. In the Field list, scroll down to and expand tblReservedxx. Select the name of the rule you want to query. Build an expression to specify the range of scores that you want to query.
Free Expressions
TIP: If you do not see the results, refer to Displaying Scoring Results in other NICE Perform Applications.
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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 rules column.
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 can then 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 three predefined 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.
Contents
Creating a New Classification Rule............................................................................... 38 Predefined Classification Rules for use in the Business Analyzer ........................... 41 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
Chapter 3: Classification Rules NICE Perform Release 3: Rules Manager Guide (Rev. A3)
37
Creating a New Classification Rule

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.
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.
IMPORTANT When creating a filter for a rule for a Classification rule, you can only define fields for which you have query privileges.
You will need to define two areas of information for each Classification rule:
General - Rule name, description, and whether its 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. TIP: The Filter definition allows you to choose from a long list of 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.
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To create a new Classification Rule: 1.
Click Classification from the Rules Manager sidebar, to open the Classification rules.
New
2.
Click
3.

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.).
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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 Business Analyzer

Your system is installed with the following predefined Classification rule:
RuleDefaultSystemExcitement
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.
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. 2. 3.
In the Rules List, double-click a default rule to display its details. Edit the rule following the same guidelines used for Creating a New Classification Rule on page 38. Click Save and then click Close.
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Using Classification Rules Outside the Rules Manager

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.
Classification rules tag interactions as soon as they are activated. The results of each Classification rule 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.
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. 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.
42
Using Classification Rules Outside the Rules Manager Users Administrator Add a new profile
- or open an existing one Add new Interaction Data
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
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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. 2.
Open the relevant NICE Perform application and create an Advanced Query. In the Advanced Query window, click Free Expressions.
Free Expressions
3. 4. 5. 6.
In the Field list, scroll down to and expand tblReservexx. Select the name of the Classification rule you want to query. In the Operators field, choose =. 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.

Chapter 3: Classification Rules NICE Perform Release 3: Rules Manager Guide (Rev. A3) 45
7. 8.
Click
to move the expression to the Whole Expression box.
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.
EXAMPLE:
You want to encourage agents to use the company name in their telephone conversations. You offer 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.
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
Chapter 4: Audio Analysis Rules NICE Perform Release 3: Rules Manager Guide (Rev. A3)
47
What is an Audio Analysis Rule?
What is an Audio Analysis Rule?

IMPORTANT Creating and running an Audio Analysis rule does not perform Audio Analysis. The Audio Analysis rule tags the interaction for analysis by the Audio Analysis Server.
Audio Analysis Server analyzes selected recorded interactions
Audio Analysis Rule selects and tags recorded interactions Agent interaction is recorded and saved
An Audio Analysis rule defines which interactions are selected for analysis and what type of analysis will be performed. You can choose up to three different types of audio analysis for each rule:
Word Spotting
Compares the selected interactions against a word list that you created using the Lexicon Manager. Tags interactions containing words from the word list. You can analyze the agent side, customer side, or both sides of the interaction. Tags interactions where both the agent and customer are speaking simultaneously. Available only for unsummed interactions. Tags interactions that reach decibels above the average level of the conversation. You can analyze the agent side, customer side, or both sides of the interaction. Available only for unsummed interactions.
Talk Over Excitement
For each Audio Analysis rule, you will define the following:
General Filter Audio Analysis Action
Rule name, description, and whether it is currently active. Which interactions should be selected for analysis. The type of audio analysis to perform on the selected interactions.
TIP: The Filter definition allows you to choose from a long list of fields. Only those fields for which you have query privileges appear. 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. NOTE: Sites that are defined as having summed connectivity, do not have the option for Talkover or Excitement analysis. (Connectivity is defined in the System Administrator. Select the Applications > Configurations branch.)
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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.
IMPORTANT
Rules that are deleted cannot be reactivated, edited, or viewed.
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.
New
2.
Click
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The rules details appear.
Appears only when unsummed connectivity is defined
3.

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 .
50
The Filter window appears.
Must be at least 30 seconds
a. Using the General, Agents, Evaluations, and Expressions tabs, define the recorded interactions 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.
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 the interaction. 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 optimizes network 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):
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: Excitement:
Available only with unsummed connectivity. Proceed with Step 7. 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 Index option
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.
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One of the following Lexicon Group Selection windows appears (according to your site configuration).
Standard view
Expanded view
TIP: Lexicon word lists are created in the Lexicon Manager. 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.
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. 7. 8.
To define Talk Over analysis: Mark Perform Talk over analysis. 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.)
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The selected interactions are searched for higher than average decibel levels.
NOTE: Average decibel levels are determined per interaction. This allows for variance in individual voice tones. 9.
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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.
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
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 Tos...................................................................................................... 83
Chapter 5: Scheduler Rules NICE Perform Release 3: Rules Manager Guide (Rev. A3)
55
Scheduler Overview
Scheduler Overview
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 is GMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually 9:00 - 10:00 a.m. at the location where it was defined).
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.
IMPORTANT When creating a filter for a schedule, you can only define fields for which you have query privileges.
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 are configured 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.
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Scheduler Overview
Additionally, Negative recording plans allow you to exclude interactions that would otherwise be recorded by a different recording plan. Negative recording plans take precedence over other recording plans. A Total Recording environment is a different type of environment where all interactions are recorded. In this environment, use Scheduler rules to:
Mark interactions for evaluation in the Business Analyzer; Interactions recorded using a Quality 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 Plan Quality by Interaction When to use it Continue with...
Starts 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
Quality by Time Interval Recording Plans on page 64
12:00 p.m. and 1:00 p.m.

Selective
Records according to filter criteria. Interactions are not marked as QM.

EXAMPLE: Record all interactions between
Selective Recording Plans on page 68
5:00 pm. and midnight.

Negative
Excludes interactions that would otherwise be recorded by another schedule, or due to a Total Recording environment.
EXAMPLE: Do not record the CEOs telephone
Negative Recording Plans on page 74
between 12:00 p.m. and 1:00 p.m.
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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.
EXAMPLE:
Record all interactions to and from the New Accounts group.

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 rules 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 by Interaction 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. 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 centers 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 callers phone number (ANI). Use this to filter incoming interactions. This field is available only 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 agents 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 1 = Clip Recording 2 = CTI 8 = Chat 16 = Web 32 = Block
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3 = TRS 4 = Email Device Type ID
64 = Vox 128 = Screen
Internal ID of a participant device type. Possible values:

0 = Unknown 1 = Handset 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 in the alias column called Participant Phone Number. 3 = Microphone 4 = Reinjection
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.
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.

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,

IMPORTANT A rule must both be within its Lifetime and Active to run. 5.
In the Recurrence area, define a recording period (this is a required field). Click Edit.
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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. 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. 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.

EXAMPLE:
The filter criteria are set to record only Agent Toms 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 Toms segment and Agent Sues 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 Toms segment is recorded.
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.
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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.
NOTE: The filter must include at least one agent or group. 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.)

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 agents immediate actions after an interaction. Mark Randomly per timeframe, type Record 5 Interactions, and mark Record consecutively.
d. In the Target area, choose Agent. e. Click OK to close the Sampling window. 9.
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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.
EXAMPLE:
Record all screen activity between 6:00 a.m. and 8:00 a.m.
Recording according to a segment of time. Entire recorded segment is treated as an interaction. Interactions are marked as QM.
To create a Quality by Time Interval recording plan, you will need to complete the following sections: (The complete procedure appears in the next section, Creating a Quality by Time Interval Recording Plan on page 65.)

Recurrence - How often the number of intervals specified in Sampling are recorded (daily, weekly, or monthly). This is a required parameter. Recording Parameters - Media types to record (voice, screen, or both). Filter - Which interactions to select for recording according to agents and/or groups. At least
one agent or group is required. You can only choose agents/groups/fields for which you have query privileges.
Sampling - The length of each interval and how many intervals are recorded during 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.
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.
New
2.
3.
Select Quality Recording Plan and Time Interval. Then click OK.
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The rule details for a QM Recording Plan by Time Interval appear.
4.


NOTE: A rule must both be within its Lifetime and Active to run. 5.

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.

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b. Click OK to close the Recording Parameters window. 7.
Only those fields for which you have query privileges appear. For instructions on how to use the filter, refer to Filtering Interactions: Selecting Interactions for Rules on page 102.
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. 8.
In the Sampling area, define how many intervals are recorded during each recording period. Click Edit.
a. Select a Sampling Method. For descriptions, refer to Cycle vs. Timeframe on page 79. (Activity Time is the complete Lifetime of the rule as defined in the General area. Refer
to Step 4.)
b. Define Sampling Details. Indicate the length and number of intervals to be recorded per
period.
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).
c. Click OK to close the Sampling window. 9.
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Selective Recording Plans

Use a Selective recording plan to record selective recordings in a non-QM environment.
EXAMPLE:
Record all interactions between 5:00 p.m. and midnight.

Recording starts and stops according to start/stop CTI call activity. Entire interactions are recorded. Only voice activity is recorded. Interactions are not marked as QM.
To create a Selective recording plan, you will need to complete the following sections: (The complete procedure appears in the next section, Creating a Selective Recording Plan on page 70.)

Recurrence - How often the number of interactions specified in Sampling are recorded (daily or weekly). This is a required parameter. Filter - Which interactions to select for recording according to the following parameters: Interaction direction, or selected phone numbers (contact center or customer); Agents and/or groups. At least one agent or group is required. For a description of filter options, Filters for Selective/Negative Recording Plans on page 69. You can only choose agents/groups/fields for which you have query privileges. Sampling - Whether to record all interactions or just a percentage of the interactions during
each Recurrence period. This field contains a default value - 10 interactions per agent for each timeframe.
NOTE: Recording Parameters are not defined. Selective Recording records only voice recordings.
Continue with Creating a Selective Recording Plan on page 70.
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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 centers 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 callers phone number (ANI). Use this to filer incoming interactions. This field is available only from specific switches.
Participant Department
The agents 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:

0 = Unknown 1 = Clip Recording 2 = CTI 3 = TRS 4 = Email Device Type ID 8 = Chat 16 = Web 32 = Block 64 = Vox 128 = Screen
Internal ID of a participant device type. Possible values:

0 = Unknown 1 = Handset 2 = Speaker 3 = Microphone 4 = Reinjection
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.
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.
New
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2.
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.


NOTE: A rule must both be within its Lifetime and Active to run.
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5.

NOTE: Selective recording plans can only be scheduled for daily or weekly recurrence. They cannot be scheduled for monthly recurrence. 6.
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.
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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.
8.
Select a Sampling Method and click OK. .

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Click Save and then click Close
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Negative Recording Plans

Use a Negative recording plan to exclude recordings.
EXAMPLE:
You have a selective recording plan that records all incoming calls. You do not want to include the extension in the employee lounge. Create a negative recording plan to exclude all calls to that extension.
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
rules lifetime).
Recurrence - Which days and times the rule should run, within the rules 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.
NOTE: Sampling and Recording Parameters are not relevant for Negative recording plans.
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.
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New
2.
3.
Select Negative Recording Plan and click OK. The rule details for a Negative Recording Plan appear.
4.

a. Type the Rule Name and a brief Description. b. Select Rule Lifetime starting and ending dates for the rule.
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c. Mark the Active Rule checkbox only when you are ready for the rule to run. At this time,

NOTE: A rule must both be within its Lifetime and Active to run. 5.
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.
NOTE: If you are filtering specific area codes, refer to Filtering by Area Codes on page 77.
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.
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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.
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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EXAMPLE:
You create a recording plan to record all interactions made to and from your Customer Service department. 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 sites telephone switch reports ANI). All of the Customer Services interactions will continue to be recorded except for those originating in, or to, area code 999.
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*
NOTE: The only recognized wildcard is the asterisk * at the end of the numeric string.
Select here Filter Click Add Enter an area code followed by an asterisk
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Defining a Recording Period: Recurrence

Each schedule can be defined to record all, a percentage of, or a fixed number of, interactions. This is called Sampling. The time period during which Sampling is done is called Recurrence. Recurrence can be set on a daily, weekly, or monthly cycle. Within each cycle you can define smaller segments of time called timeframes. The amount of interactions recorded as defined by Sampling can occur per cycle or per timeframe.
NOTE: Selective recording plans and Negative recording plans can only be scheduled for daily or weekly recurrence. They cannot be scheduled for monthly recurrence. 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 are selected per timeframe or per cycle.
EXAMPLE:
The Schedule Recurrence shown shows a weekly recurrence schedule. It has ten timeframes: From 6:00 a.m. until 9:00 a.m. and from 5:00 p.m. until 10 p.m., from Monday through Friday. The entire 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.)
Cycle
Timeframes
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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. 3.
Select Daily, Weekly, or Monthly. The Schedule Timeframes area changes accordingly. 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, you must 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. 2. 3. 4.
Open the relevant NICE Perform application and create an Advanced Query. In the Advanced Query window, click Free Expressions. In the Field list, scroll down and expand tblRecordingxx. Then scroll down and select Recording Program ID. In the Value field, type the name of the recording schedule.
TIP: To display the recording programs, click appropriate columns.
and select the
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Scheduling How Tos
Scheduling How Tos

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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6
Defining Storage Rules
Storage rules define Storage Center rules (tasks).
For each rule, you define when the archiving should take place (schedule), which interactions should be archived (filter criteria), where the files should be stored (Storage Groups), the maximum number of minutes that the task can run (task duration), and the file naming convention (file name mask). You can also determine whether the archived interactions should be stored on an ESM 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.
EXAMPLE:
You define a rule that archives for one hour at 1:00 AM all the incoming interactions handled by the 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.
Contents
What is a Storage Rule?................................................................................................. 86 Creating a Storage Rule ................................................................................................. 87
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What is a Storage Rule?
What is a Storage Rule?

In the site, you must define which interactions should be archived to the Storage Center, when the archiving should take place and where the interactions should be archived (in which Storage Center group). This action is defined by creating storage rules via the Rules Manager. You can create one or several storage rules. For each rule, you must define the following:
A rule name. If the rule is active or saved in a deactive state. If a rule is not active, the archiving will not take place! An archiving schedule - meaning how often the archiving should take place. An archiving filter - meaning which interactions should be archived. The Storage Group in the primary Storage Center where the interactions should be archived. The Storage Group in the redundant Storage Center where the interactions should be archived if the primary Storage Center Server fails (if your configuration includes a redundant Storage Center Server). The maximum number of minutes the task can run. The default is three days. (Optional) The maximum number of days that the archived files should be stored in the Storage Group (forced deletion). After this number of days passes, all the interactions archived by this rule are deleted from the Storage Group. By default, the forced deletion option is not activated (meaning that there is no maximum number of days that archived files can be stored). You can set a forced deletion value as needed.
Whether to move the archived files to an ESM. File naming conventions.
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Creating a Storage Rule

In the Storage tab of the Rules Manager, you create the Storage Center archiving rules.
IMPORTANT
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. The default 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
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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.
IMPORTANT If a rule is not marked as Active, the archiving will not take place!
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. 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. 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.
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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.
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 you when 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 is GMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually 9:00 - 10:00 a.m. at the location where it was defined).
To define/edit a schedule for the rule: 1. In the Schedule area, click Edit
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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. Determine how often the rule will recur by typing a value and choosing minutes/days/weeks in the Schedule recurrence field. archiving task will run. The default is 3600 minutes.
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.
b. Select a time in the Schedule start time field. c.
d. In the Maximum Task Duration field, define the maximum amount of time that the
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.
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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 the Complaints 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 rules filter criteria: 1. In the Filter area, click Edit
The Filter window appears.
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. 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.
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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. the list box to quickly jump to the appropriate user name.
b. Select groups or agents. You can type the first letters of a user name in the text box above 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.
Chapter 6: Defining Storage Rules NICE Perform Release 3: Rules Manager Guide (Rev. A3) 93
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.
Editing fields
Expressions box
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. on the selected Field.
b. Choose an Operator from the drop-down list. The available Operators change depending c.
Type/select a Value. See Operators - Values Description on page 95 for a description of the Operators and Values. . The new expression appears in the Expressions box.
d. Click 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.
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Operators - Values Description

Choose an Operator:
Then, do the following: In the Value field, type a value. In the Value field, type a value. In the Value field, type a value.
Example Complete interactions whose total hold count are 0 Interactions whose total hold count are not 0 Interactions whose total hold count are greater than 10 Interactions whose total hold count are less than 10 Interactions whose total hold count are 1 or 2 or 3.
= <> >
< Values List
In the Value field, type a value. In the Value field, type several values - use commas to separate each value.
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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 be archived 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.
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 Groups Retention value and a rules Forced Deletion value (such as the groups Retention value is set to 100 days and the rules 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. To define the archiving actions: 1. In the Storage Action area, click Edit
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The Storage Center Action window appears.
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 the window. 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 you selected.
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.
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. 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.
b. From the Redundant Server drop-down list, choose the redundant Storage Center server.
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.
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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.
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 rules filter criteria. This is because these fields are no longer supported as filter criteria for Storage rules.
To save a rule: 1. Click
. .
2. To return to the list of Storage Center rules, click
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.
IMPORTANT
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
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Managing Rules
Managing Rules
This section provides general instructions for using the Rules Manager. After a rule is created, you can perform the following actions:
Define a Filter. Filters are the criteria for selecting interactions (see Filtering Interactions: Selecting Interactions for Rules on page 102). Activate or deactivate a rule (see Activating/Deactivating a Rule on page 110). Edit a rule (see Editing a Rule on page 110). Delete a rule (see Deleting a Rule on page 111).
IMPORTANT
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:
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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Managing Rules
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.

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.
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Managing Rules
2.
In the Filter section, click Edit.
Only the agents/groups/fields for which you have query privileges will appear in the filter for selection. The Filter window is divided into the following tabs:
General - Define the duration, direction, and media type of the interaction. Agents - Select agents and/or groups. Evaluations - Select interactions whose corresponding evaluations have specific parameters. ScreenSense - Select interactions with ScreenSense events attached. Expressions - Select values for any available field. 3.
To define general criteria, click General and complete the information.

a. In the Duration area, type a range for the length of the interaction. b. In the Call Direction area, mark the direction of the interactions as follows: Inbound - Customer to Agent. Outbound - Agent to Customer. Internal - Agent to Agent. c. In the Media Type area, select as follows: (not available for Scheduler rules) Voice - Interactions with voice only or with voice and screen recordings are selected. (Must be selected for Audio Analysis rules.) Screen - Interactions with screen only or with voice and screen recordings are selected. Voice and Screen - Interactions with either voice or screen recordings are selected.
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Managing Rules
NOTE: For Scheduler rules, the media type section does not exist. Media type is defined in the Recording Parameters area for each Scheduler rule. 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.

Managing Rules
b. In the Evaluation Forms area, select evaluation forms and move them to the right-hand
list box.
c. In the Agent Evaluation and Customer Evaluation fields, choose as follows: Either - Not relevant. (Choosing Either for both Agent Evaluation and Customer Evaluation means that the filter is not selecting interactions according to evaluations.) Yes - Agent/customer evaluation was completed with one of the selected evaluation
forms.
No - Agent/customer evaluation of this interaction and was not done with any of the selected evaluation forms. d. To select evaluations with a specific score, in the Score field choose a comparison value
and type values. This value will be applied to all evaluation forms selected, and for both agent and customer evaluations.
6.
To select interactions with ScreenSense events attached, click ScreenSense. The ScreenSense filter appears.
a. In the Interaction Type area, select whether the interaction is Complete or a Segment. b. In the ScreenSense area, select a branch in the tree. The events/groups directly under that branch appear in the Group Members list box.
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Managing Rules
You can type the first letters of a word to quickly jump to the appropriate term.
c. From the Group Members list box, select the events/groups that are filter criteria and
click
The selected events/groups are moved to the Selected Members list box.
If you select event groups, the query will find any event in the group that matches the filters.
d. Repeat Step b and Step c to select events/groups from various branches in the tree. e. To define additional filters on events, enter values in the following fields and drop-down
lists:
Event Value - Choose a comparison expression and type a percentage value, to find segments that are triggered by a specific value that the agent entered during the ScreenSense Event.
Note: The Event Value field is active only if one event was selected and moved to the Selected Members list box.
Event Count - Choose a comparison expression and type values, to find segments with a specific number of ScreenSense Events. Group Count - Choose a comparison expression and type values, to find segments that had a specific number of events within a ScreenSense group (based on the groups selected in the right-most list box). Screen Object - Choose an object. The list includes those Screen Objects that were
previously defined in ScreenSense Manager.

Managing Rules
Screen Object Value - Define a value for the object. f. Click OK.
If you are defining filters for a group of events, the query will find any event in the group that matches the filters.
7.
To create a custom expression: Click the Expressions tab and build an expression using the drop-down lists for each editing field:
Editing fields
Expressions box
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: In the Value field, type a value.
Example Interactions whose Dialed In value is 18001234000 Interactions whose Dialed In value is not 18001234000 Interactions whose Dialed In value is greater than 18001234000 Interactions whose Dialed In value is less than 18001234000
108
<>
not equal to
In the Value field, type a numeric value.
>
<
Managing Rules
Choose an Operator:
Then, do the following: Use to define several allowable values. In the Value field, type several values - use commas to separate each value.
Example Interactions whose Dialed In value is 18001234001 or 18001234002 or 18001234003 Interactions whose Dialed In is the same as any of the Dialed Ins defined in the DNIS - East Coast list.
Values List
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. Predefined List Items

Not available for all fields
In the Value field, choose one list. (The List Items area opens.)
Interactions whose Dialed In value is on the Dialed In - East Coast list.
c. Click
From the List Items, choose one/several items.
NOTE: Lists are defined in the List Editor.
. The new expression appears in the Expressions box. 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. . The filter appears in the Filter sections of the rule definition.
d. If you need to change the expression, proceed as follows:

8.
Click
Editing or Removing Filters

To edit a filter: 1. 2. 3.
In the Rules List, double-click a rule to display its details. In the Filter area, click Edit Click the Expressions tab.
Chapter 7: Managing and Viewing Rules 109
Managing Rules
4. 5. 6. 7. 8.
In the Expressions box, select an expression. It appears in the editing fields. To edit the expression, make changes using the drop-down lists and click To delete the expression, click Click OK to close the Filter window. In the Rules Editor, click Save . . .
To remove a filter: 1. 2. 3. 4. 5. 6.
In the Rules List, double-click a rule to open the Rules Editor. In the Filter section, click Edit Click Clear Expressions. Click OK to close the Filter window. In the Rules Editor, click Save . .
In the Filter window, click the Expressions tab.
Activating/Deactivating a Rule
To activate or deactivate a rule: 1. 2.
In the Rules List, double-click a rule to display its details. In the General section, mark (activate) or clear (deactivate) the Activate Rule checkbox.
Activated Deactivated
3.
Editing a Rule
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 rules 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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Managing Rules
To edit a rule: 1. 2. 3.
In the Rules List, double-click a rule to display its details. Edit the rule following the same guidelines used while creating it. Click Save and then click Close.
Deleting a Rule
Rules can be deleted from any category.
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 and its 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.
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 rules 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.

Delete
To see a list of deleted rules:
In the Active column, select NonBlanks.

-or-
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Managing Rules
Close the filter in the status bar.
112
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.
In the Rules Manager, select a rule and click Results.
Interactions that match the rule criteria appear in the Business Analyzer, Interactions module
NOTE: Displayed columns in the Interactions module may differ.
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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.
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. 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).
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Index
A
Action 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
ESM 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
Business Analyzer displaying Scoring rules 35 locating recording schedules 82 call status, Audio Analysis rules 51 Classification rules locationg results 45 Classification 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 Device type ID, Rules Manager Scheduler 70 Dialed In Rules Manager Scheduler 59, 69 Dialed Number Rules Manager Scheduler 59, 69 DNIS 59, 69
File 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 index, see Instant Word Search Instant Word Search index in audio analysis rule 47, 52 Lexicon Manager in Audio Analysis rules 53
L N
Negative recording schedules creating 74 described 57 operators, Rules Manager 95
O P
Participant CTI Agent Name, Rules Manager Scheduler 69 Participant Department, Rules Manager
Index 115
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
Quality recording schedules by Interaction 58 by Time Interval 64 types of, described 57 Quality Score, Rules Manager 31
Recording 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 31 Rules 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
schedule 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 58 Quality 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 70 Selective 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
Index 116
storage task, Rules Manager defining maximum duration 90 summed loggers, Audio Analysis rules 48 System Score, Rules Manager 31
Users Administrator defining Classification rule privileges 42 defining Scoring rule privileges 32
V W
VDN filters for Rules Manager Schedules 59
talk over analysis, Audio Analysis rules 48 Total Recording plan schedules 57 Trunk Label, Rules Manager Scheduler 69 unsummed loggers, Audio Analysis rules 48
word spotting Audio Analysis rules 48
Index NICE Perform Release 3: Rules Manager Guide (Rev. A3)
117

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Rules Manager Guide

Insight from Interactions

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

Blank page for double-sided printing.

Rule Type Storage

Getting Started with the Rules Manager

Getting Started with the Rules Manager

Column Headings Rules Manager Sidebar

Getting Started with the Rules Manager

Customizing the Rules List

Filtering the List

Getting Started with the Rules Manager

To filter the Rules List: 1.

filter criteria be met.

Getting Started with the Rules Manager

Click to remove all filters

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

In the rules list, double-click a rule.

Getting Started with the Rules Manager

Shown below is a sample of an opened rule.

Reset, Save, and Close buttons

Click to Edit this area

Setting Column Heading Preferences

To set column heading preferences: 1.

Getting Started with the Rules Manager

The Settings window appears.

You can arrange the order of the columns by using the up

How Do Scoring Rules Work?

How Do Scoring Rules Work?

How Do Scoring Rules Work?

Sample Scoring Rule

Click Filter and set the following parameters:

How Do Scoring Rules Work?

How Do Scoring Rules Work?

The following is how the final Scoring rule definition appears:

Use this name to identify the rule in other applications

Select inbound and outbound voice interactions, less than 5 minutes

Two Scorecard definitions Conditions for selected definition

How this rule scores:

Interaction Parameters Interaction A: Voice interaction of 4

Interaction B: Voice interaction of 10

minutes. Call placed on hold 3 times. Talkover for 5% of the call.

Creating a New Scoring Rule

Creating a New Scoring Rule

Before you create a Scoring rule

rule appears in the Business Analyzer and other applications.

are longer than 60 seconds.

Creating a New Scoring Rule

Creating a New Scoring Rule

Creating a New Scoring Rule

In the General area,

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

Shown below is a sample Filter area.

In the Defined Scorecard List area, click

Creating a New Scoring Rule

The Scorecard Definition window appears.

The operators are as follows:

Creating a New Scoring Rule

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