NICE Perform Express R2 User's Guide

NICE Perform eXpress
Release 2.1
User's Guide
November 2009
385A0810-02 Rev. A1
®
Insight from Interactions TM
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This product is covered by one or more of the following US patents:
5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203 5,396,371
5,446,603 5,457,782 5,819,005 5,911,134 5,937,029 6,044,355 6,115,746
6,122,665 6,192,346 6,246,752 6,249,570 6,252,946 6,252,947 6,311,194
6,330,025 6,542,602 6,564,368 6,615,193 6,694,374 6,728,345 6,775,372
6,785,369 6,785,370 6,856,343 6,865,604 6,871,229 6,880,004 6,937,706
6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589 7,085,728
7,152,018 7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 7,383,199
7,386,105 7,392,160 7,436,887 7,474,633 7,532,744 7,545,803 7,546,173
7,573,421 7,577,246 7,581,001 7,587,454 7,599,475
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385A0810-02 Rev. A1
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Contents
Quick Start to NICE Perform eXpress 7
1
Overview 9
Introducing NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Logging in to NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Changing the NICE Perform eXpress Password . . . . . . . . . . . . . . . . . . . . . . 12
Which NICE Perform eXpress Guide Do I Need? . . . . . . . . . . . . . . . . . . . . . . 13
Locating Documentation for Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
How can I get more NICE Perform eXpress training? . . . . . . . . . . . . . . . . . . 16
2
Finding and Playing Back Interactions 17
Getting Started with the Interactions Application . . . . . . . . . . . . . . . . . . . . . 18
Navigating through the Interactions Application . . . . . . . . . . . . . . . . . . . . . 18
Finding Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Running Basic and Saved Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Understanding Query Criteria Options . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Modifying a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Setting a Default Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using Wildcards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Viewing Query Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Understanding Interaction Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Marking an Interaction with a Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Limiting the Number of Displayed Interactions . . . . . . . . . . . . . . . . . . . . . . 32
Playing Back Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Contents 5
NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Understanding the Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Saving Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Attaching a Comment to an Interaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Marking an Interaction with a Tag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Playing Back Specific Points in an Interaction . . . . . . . . . . . . . . . . . . . . . . . 39
Contents 6

Quick Start to NICE Perform eXpress
Finding interactions is as easy as 1,2,3...
1. Select a query to run.

2. Review the interactions that match the query criteria.
3. Double-click an interaction to play it back.
1 Select a query to run. 2 Review interactions that match the query criteria.
3 Double-click an interaction to play it back.
Quick Start to NICE Perform eXpress 7

Blank page for double-sided printing.
1
Overview
Introducing NICE Perform eXpress! NICE Perform eXpress is designed to meet the recording and
playback needs of enterprises with branch environments and those of small to mid-size
organizations. Based on the advanced architecture of NICE Perform, NICE Perform eXpress
ensures liability recording and regulatory compliance.
Contents
Introducing NICE Perform eXpress............................................................................... 10

Logging in to NICE Perform eXpress............................................................................ 10
Changing the NICE Perform eXpress Password ......................................................... 12
Which NICE Perform eXpress Guide Do I Need?......................................................... 13
How can I get more NICE Perform eXpress training? ................................................. 16
Chapter 1: Overview 9

Introducing NICE Perform eXpress
Introducing NICE Perform eXpress

NICE Perform eXpress employs Web-based applications for business users and IT professionals.
The Interactions application enables you to find recorded interactions and to play them back. Let’s
say, for example, that a customer requested that you sell 1,500 shares of a stock. After the
transaction, the customer denies making the request. With NICE Perform eXpress, you can locate
the interaction by means of a query, flag it, and add comments to the exact point in the interaction
where the request was made. Afterwards, to use the interaction as evidence in the dispute, you can
save the interaction in a standard playback format. Throughout this guide, we give examples of
how to use these features in a regulatory environment.
Look for this arrow to find concrete examples of how to get the most out of the Interactions
application.
For more information regarding the Interactions application, see Finding and Playing Back
Interactions on page 17. For information regarding the other applications, see the Administrator’s
Guide.
Logging in to NICE Perform eXpress

You need your NICE Perform eXpress user name and password in order to log in to NICE Perform
eXpress.
To log in to NICE Perform eXpress:

1. In the Internet Explorer window, enter the following URL: http://Servername/npx
Where Servername is the name of the server where NICE Perform eXpress is installed.
The NICE Perform eXpress Welcome window appears.
2. Log in as follows:

Logging in to NICE Perform eXpress
a. In the Name field, enter your NICE Perform eXpress user name.
b. In the Password field, enter your password.
c. Click Login.
NICE Perform eXpress opens.
Sign out
3. To sign out of NICE Perform eXpress, click Sign out.

Changing the NICE Perform eXpress Password
Changing the NICE Perform eXpress Password

Depending on your site’s organization settings as defined in the User Administration application,
you can change your NICE Perform eXpress password. See the NICE Perform eXpress
Administrator’s Guide for more about organization settings.
To change your NICE Perform eXpress password:

1. In the navigation bar, click Settings and select Change Password.
The Change Password window appears.
2. In the Password field, enter your existing password.

3. In the New Password and Confirm New Password fields, enter your new password.
4. Click Change Password.

Which NICE Perform eXpress Guide Do I Need?

The documentation for NICE Perform eXpress is divided into eight types of guides. The following
table explains the audience and main tasks for each of these guide types:
Guide Audience Provides Instruction To...
NICE Perform eXpress NICE Installer • Select the correct server/PC for the NICE
Pre-Installation Guide Perform eXpress system.
• Harden the machine in order to prepare a
secure environment for the NICE Perform
eXpress system.
• Install the required software before installing
the NICE Perform eXpress system.
• Verify the necessary anti-virus requirements.
NICE Perform eXpress NICE Installer • Install the NICE Perform eXpress hardware
Installation Guides and software.
• Configure NICE Perform eXpress for the
telephony environment.
• Prepare the CTI for NICE Perform eXpress.
(Guidelines are provided: The CTI setup is
the responsibility of its manufacturer.)
NICE Perform eXpress IT Professional • Understand system alerts and backup device
Administrator’s Guide status.
• Update licenses.
• Verify channel activity.
• Monitor channels in real time.
• Define users and groups.
• Query audit messages.
NICE Perform eXpress Manager or • Run a built-in query to find interactions and
User’s Guide Agent/Trader play them back.
• Create a customized query to find specific
interactions.
• Save an interaction from NICE Perform
eXpress to a standard format in order to play
it back on any media player.

Guide (Continued) Audience Provides Instruction To...
NICE Perform eXpress IT Professional • Define CTI and storage parameters at one
Central Administration central location for use at all locations
Guide (Branches).
• Deploy CTI and storage definitions to the
Branches.
• Create IT administrators who can access
and manage all the Branches.
• Update existing CTI and Storage
configurations at all NICE Perform eXpress
Branches.
NICE Perform eXpress IT • Verify the NICE Perform eXpress system is

Maintenance Guide Professional, functioning correctly by means of a Support
NICE Installer Calendar.
• Maintain the NICE databases.
• Modify an existing NICE Perform eXpress
system.
• Manage NICE Services and logs.
• Respond to SNMP traps.
• Install Update Packs.
• Change the server name. (Business Partners
only)
NICE Perform eXpress IT • Manage NICE Services and logs.

Troubleshooting Guide Professional,
• Respond to SNMP traps.
NICE Installer,
Business • Troubleshoot:
Partner • Archiving
• Playback
• Recording
• Integrations (Vendor-side)
NICE Perform eXpress NICE Installer • Upgrade NICE Perform eXpress from
Upgrade Guide Release 1.0 to Release 2.1.

Locating Documentation for Tools

The tools for NICE Perform eXpress are documented in the Installation Guides, the Maintenance
Guide, and the Troubleshooting Guide. A key to help find the documentation for each tool is listed
below:
Tool Documented in these NICE Perform eXpress Guides
eXpress Assistant • Installation Guides

• Troubleshooting Guide
Log Collector • Maintenance Guide

Log Viewer • Maintenance Guide

Performance Collector • Troubleshooting Guide
Rename Host • Maintenance Guide
Services Configuration Manager • Maintenance Guide

Board Numbering Tool • Installation Guides


How can I get more NICE Perform eXpress training?
How can I get more NICE Perform eXpress training?

NICE offers online training modules to give you the skills to effectively use NICE Perform
eXpress applications. The training is self-paced and geared to cover those skills you most need,
according to your log-in permissions. NICE online training is available on any workstation with
Internet access.
You access the online training in the main NICE Perform eXpress window from the Help menu.

2
Finding and Playing Back Interactions
The Interactions application enables finding interactions and playing them back.
Contents
Getting Started with the Interactions Application ....................................................... 18

Navigating through the Interactions Application......................................................... 18
Finding Interactions ....................................................................................................... 20
Running Basic and Saved Queries ............................................................................ 22
Creating a New Query................................................................................................ 23
Modifying a Query ...................................................................................................... 27
Using Wildcards ......................................................................................................... 29
Viewing Query Results ................................................................................................... 30
Understanding Interaction Details .............................................................................. 30
Marking an Interaction with a Flag ............................................................................. 31
Playing Back Interactions ..............................................................................................33
Understanding the Player........................................................................................... 33
Saving Interactions..................................................................................................... 35
Attaching a Comment to an Interaction ...................................................................... 37
Marking an Interaction with a Tag .............................................................................. 38
Playing Back Specific Points in an Interaction ........................................................... 39
Chapter 2: Finding and Playing Back Interactions 17

Getting Started with the Interactions Application

You open the Interactions application from the NICE Perform eXpress navigation bar.
To open the Interactions application:

• Log in to NICE Perform eXpress. See Logging in to NICE Perform eXpress on page 10.
Interactions
The Interactions application appears. See Navigating through the Interactions Application
below.
Navigating through the Interactions Application

The Interactions screen is divided into the following areas:
• Saved Queries pane: Displays the list of folders and saved queries. Queries saved in the
Public folder can be run by everyone. Queries saved in the Private folder can only be run by
you. You can set a default query that filters the interactions automatically when you start the
Interactions application.
See Running Basic and Saved Queries on page 22 and Setting a Default Query
on page 27.
• Query Criteria pane: Enables creating a new query and displays the criteria of an existing
query.
See Creating a New Query on page 23.
• Query Results area: Displays the interactions that match the current query. The name of the
query appears in the title bar of the Results area. You can play back the interaction from the
Results area.
See Viewing Query Results on page 30 and Playing Back Interactions on page 33.
• Player: Enables playing back selected interactions as well as tagging and adding comments to
specific points in an interaction.
See Playing Back Interactions on page 33, Attaching a Comment to an Interaction
on page 37, and Marking an Interaction with a Tag on page 38.

The Interactions screen is displayed below:

Saved Queries pane Query Criteria pane Query Results area
Action
Buttons
Player

Finding Interactions
In order to find interactions in NICE Perform eXpress, you run a query, which filters your
interactions according to the following criteria:
• Time the interaction took place
• Duration of the interaction (optional)
• Outgoing dialed number (optional)
• Extension (optional)
• Call direction (optional)
• Flag
• Comment text
In addition to the criteria listed above, managers can filter interactions according to team members
who participated in an interaction.
EXAMPLE:
A customer of your bank claims that selling 1,500 shares of stock on 12 December 2008 was not
authorized. As a manager, you can run a query for interactions on that day and then further filter
them according to specific team members.
Several basic queries are included in NICE Perform eXpress, or you can create your own. After
creating a query, you can save it and run it again.
Using Basic Queries
Basic Queries are provided built-in to NICE Perform eXpress. They filter for interactions from a
specified time in the past up to the present. These Basic Queries are:
• Last 1 month
• Last week
• Last 24 hours
• Last hour
See Running Basic and Saved Queries on page 22 to use a Basic Query. You can modify these
Basic Queries, if needed. See Modifying a Query on page 27.
Creating Queries
Creating queries enables specifying the information you want to find in the query results. See
Creating a New Query on page 23. After creating a query, you can save it and then use it again.
See Running Basic and Saved Queries on page 22.

EXAMPLE:
You can create a query to see all interactions from the last 24 hours from specific team members.
When team members flag interactions where they filled a customer request, you can easily
spot-check interactions. See Marking an Interaction with a Flag on page 31.
Modifying Queries
By changing the query criteria, you can keep the basic structure of a query but change specific
parameters. See Modifying a Query on page 27.
EXAMPLE:
As a manager, you can query the results from each team member on a specific date by modifying
the query to include a different team member each time.
Setting a Default Query
You can set a default query that will automatically display specific interactions each time you start
the Interactions application. See Setting a Default Query on page 27.
EXAMPLE:
Since the most recent interactions often include the most pressing matters to attend to, you can
set the default query to display the interactions from the last 24 hours.
Using Wildcards
You can enter Wildcards (* or ?) in place of one or more characters. See Using Wildcards
on page 29.
EXAMPLE:
In your organization, the phone extensions of the Credit Card department start with 32. By
entering 32* in the Phone Number field, you can find all interactions that involve the Credit
Card department.

Running Basic and Saved Queries

You run a Basic Query or a saved query by selecting it in the Saved Queries pane.
Basic Queries
Saved queries
To run a Basic Query or a saved query:

• In the Saved Queries pane, select a query.
Interactions appear according to the query criteria, which are displayed in the Query Criteria
pane. The name of the query appears in the title bar of the Query Results area. To play back
query results, see Playing Back Interactions on page 33.
Query criteria Name of query Results

Creating a New Query

When you create a new query, you choose interactions according to the specific criteria you set.
The only mandatory criteria is a timeframe for the results. Other criteria include the duration of the
interaction, the participants in the interaction, and the phone numbers of those who are recorded in
the interaction. These criteria limit the query results as described in Understanding Query
Criteria Options on page 25.
EXAMPLE:
To prepare for a weekly review with your team members, you want to find all interactions that
took place in the last week and are over 5 minutes. After viewing the results, you can further
filter the results according to team member and specific customers.
Part of the process of creating a new query is determining who can run the query. When you create
a query in the Public folder, anyone can run the query. When you create one in the Private
folder, only you can run the query. Within each of these folders, you can create sub-folders to
organize the queries you create.
EXAMPLE:
You want to evaluate your team members’ performance but do not want them to see the queries
you have created. In the Private folder, you create a sub-folder for each team member and save
the queries related to them there.
To create a new query:

1. In the Saved Queries pane, select a folder where the query will be stored.
• Public folder: Everyone can run the query.
-or-
• Private folder: Only you can run the query.
2. (Optional) Create a new sub-folder for the query: Click the New button or right-click a
folder, and select Folder. A new sub-folder appears in the Saved Queries tree. Select the
new sub-folder, and name it in the Query Criteria pane. Click Save.
Name the folder
Save the folder name
3. Click the New button or right-click a folder, and select Query.

A new query appears highlighted in the Saved Queries tree, and the Query Criteria pane
expands.
Query Criteria pane
New query
4. In the Query name field, enter a name for the new query. (Note: This name only appears in
the Queries pane after you save the query.)
5. Define a timeframe in one of the following ways:
• Select the Show Last radio button. Then select a time interval (Minutes, Hours, Days,
Weeks or Months) and enter the appropriate time value (such as 3 Hours or 12 Days).
• Select the From radio button to define a specific time period. In the From and To fields,
enter the date and time.
-or-
Click the Calendar button, and select dates from the displayed calendar. Click the
Time Chooser button, and select a time.

6. If you want to limit the results according to the length of the interaction, from the Duration
drop-down list:
a. (Optional) Select < or > to display results that are less than or greater than the selected
duration. Note: The results include interactions that are equal to the selected duration and
not just those less than or greater than it.
b. Enter the length of the interaction in hours, minutes, and seconds.

7. (Managers only) If you want to limit the results to specific users who participated in
interactions, you can define the groups and users as follows:
• To select groups: To select one group, select a group from the Groups list. To select
more than one group, press the Shift or Ctrl key and then select the groups.
• To select users: To select one user, select a user from the Users list. To select more than
one user, press the Shift or Ctrl key and then select the users.
• To select users who have been deleted from NICE Perform eXpress: Select Show deleted
users.
The query results will include any of the groups or users you defined.
8. If you want to limit the results to a specific outgoing dialed number, in the Dialed Number
field, enter a phone number.
9. If you want to limit the results to a specific extension or a specific incoming phone number
from a customer, in the Dialed Number field, enter the agent/trader’s extension or the specific
phone number of the customer who placed an incoming call.
10. If you want to limit the results to interactions that have been flagged, select User Flag.
11. If you want to limit results to interactions with specific text in the comments, enter the relevant
text in the Comment field.
12. Click Run .

The results appear in the Query Results area.
TIP: If you included the Phone Number in the query criteria, you need to expand the
Query Results in order to see this criteria. See Viewing Query Results on page 30.
13. (Optional) Click Save to save the query. The query is saved in the location you set in Step 1
on page 23.
TIP: Saving a query enables running it again to regenerate or update results.
Understanding Query Criteria Options

The options for customizing query criteria include the:
• Time the interaction took place
• Users and Groups who participated in the interaction (Managers only)
• Duration of the interaction
• Outgoing dialed number
• Extension

The table below explains these options in detail.
Option Result Example
Show last Displays results from the You want to get updated
specified period in the past up results each time you run the
to the present query.
From/To Displays results for a You want to display results

specified period in the past from January to February
2009.
Duration Displays interactions You want to view all

according to their length. Can interactions that are over five
further filter the interactions minutes in length.
for those that are less than or
greater than the specified
duration.
Groups (Managers only) Displays results from a You manage the Retail, Credit
specific user group Cards, and Mortgages teams
in your bank. You can query
the results of each group
separately.
Users (Managers only) Displays results from a On 23/4/08, a customer

specific user requested to reassess his
mortgage and then later said
that he made no such
request. You can query
according to the date and the
team member who
participated in the interaction.
Show deleted users Displays users who have There is a dispute involving
(Managers only) been deleted from NICE an employee who no longer
Perform eXpress works at the bank. You can
query this employee’s
interactions even though
he/she was deleted as a user
from NICE Perform eXpress.

Option (Continued) Result Example
Dialed Number Number that the agent/trader You want to find all the
called interactions that involve a
specific agent/trader and a
Phone Number The number in the Phone
specific customer. You use
Number field changes
the Dialed Number and
depending on whether the
Phone Number fields
interaction is outgoing or
together to filter for these
incoming.
interactions.
• Outgoing: Extension of
the agent/trader
• Incoming: Caller ID of
the customer
Modifying a Query
You can change the search criteria in an existing query and then save your changes.
EXAMPLE:
As a manager, you can query the results from each team member on a specific date by modifying
the query to include a different team member each time.
To modify a query:
1. In the Queries pane, select the query you want to modify.
The results appear in the Query Results area.
2. In the Query Criteria pane, change the query parameters as needed. See Understanding
Query Criteria Options on page 25 for a description of the options, and Creating a New
Query on page 23 for detailed instructions.
3. Click Save to save the query.
Setting a Default Query

You can set a default query that will automatically filter the results each time you start the
Interactions application.
EXAMPLE:
Since the most recent interactions often include the most pressing matters to attend to, you can
set the default query to display the interactions from the last 24 hours.

To set a default query:

1. In the Saved Queries pane, right-click the query you want to change to the default query.
2. Select Set as default.
The default query appears with an orange filter icon next to it.
3. To remove the default status from the query, right-click the default query and select Remove
default query.
Deleting a Query
You delete a query from the Saved Queries pane.
To delete a query:
1. In the Saved Queries pane, click the query you want to delete.
The query runs.
2. Click the Delete button.

The query is deleted from the Saved Queries pane.

Using Wildcards
You can enter wildcards in place of one or more characters. Follow these guidelines:
• Use the asterisk * as a substitute for one or more characters. For example, enter 123* to find all
extensions that begin with 123 and have at least one character after the 3.
• Use the question mark ? as a substitute for a single character in a name. For example, enter
5?5 to find all extensions that start and end with a 5 and have one character in the middle
(such as 515, 525, 535 and so on).
• If you want the asterisk or question mark to appear in the text field as a regular character and
not as a wildcard, enter the backslash \ before the asterisk/question mark.
NOTE: Wildcard search is limited to only searching one expression. If you added two
Whole Expressions each with a wildcard, the search results will only relate to the
wildcard in the first expression, and will ignore the wildcard in the second expression.

Viewing Query Results

The Query Results area displays the search results from the query.
Query Results area
Interaction Detail List
Expanded Interaction Details
Managers can see interactions in which they and their team members participated. Team members
only see the specific interactions in which they participated.
Understanding Interaction Details

The Query Results area lists the results of the query in a table that includes the following
interaction details.
Interaction Details Description
Type
The Recorded Interaction icon indicates that the interaction
is recorded. When there is no icon, only interaction details are
available without the recording.
Flag Appears when the interaction is marked with a flag. See Marking
an Interaction with a Flag on page 31.
Name Name of the person who initiated the interaction.
Start Time Time the recording started.
Duration Length of the recording in minutes and seconds.
Dialed Number Number the agent/trader called
Direction Incoming, Outgoing, or Internal

You can expand each row of the query results to display more interaction details.
These details include:
Expanded Interaction Detail Description
Interaction ID Unique interaction identifier.
DTMF Dual-tone multi-frequency.
Participants
Name Name of the participant. If the interaction is internal, the

NICE Perform eXpress user names are displayed. If the
interaction includes a customer, Customer is displayed.
Phone Number • Extension of the agent/trader

• If the customer places the call to the agent/trader, the
customer’s caller ID is displayed.
Recordings
Channel ID Unique identifier for the channel
Channel Name Name of the channel as determined in the Channel

Monitor application. See the NICE Perform eXpress
Administrator’s Guide.
Recorded Media Voice or None
Marking an Interaction with a Flag

You can mark an interaction with a flag that appears in the Query Results area.
EXAMPLE:
You can mark all interactions where a customer requested a transaction. These interactions will
appear in the Query Results area with flags to easily spot them later.

To mark an interaction with a flag:

1. In the Query Results area, double-click an interaction to play it back.
2. Click the Flag Interaction button.

In the Query Results area, a red flag appears in the Flag column.
Flagged interaction
Limiting the Number of Displayed Interactions

You can limit the number of displayed interactions to 100, 250, or 500.
To limit the number of displayed interactions:

• From the Display Top drop-down list, select the number of interactions to display.
The list of displayed interactions changes to reflect your choice.

Playing Back Interactions

You select an interaction in the Query Results area, and then play it back in the Player.
To play back interactions:

• In the Query Results area, do one of the following:
• Double-click an interaction.
-or-
• Select an interaction and click Play .

The interaction plays back in the Player, and the interaction details appear in the Player
title bar.
Interaction details
For more playback functionality, see:

• Understanding the Player on page 33
• Saving Interactions on page 35
• Attaching a Comment to an Interaction on page 37
• Marking an Interaction with a Tag on page 38
• Playing Back Specific Points in an Interaction on page 39
Understanding the Player

The Player plays back interactions, provides information regarding the interactions as well as
enables saving and marking interactions with tags and comments. See Player Elements
on page 34.
Interaction details Status Player buttons
Playback control Playback marker Playback timeline Volume

Player Elements
The Player elements provide access to the playback features.
Player Element
Description
Element Name
Playback Enables playing back, pausing, and stopping an interaction

control recording. See below for more details.
Play an interaction.
Pause an interaction.
Rewind 10 seconds back.
Stop playback.
Skip forward 10 seconds.
Interaction Lists the user name, station number as well as the time and
details duration of the interaction.
Playback Indicates the exact point in the playback.

marker
Playback Timeline in hours, minutes and ten second intervals.

timeline
Status Displays the status of the playback.

• Loading: Server is generating the interaction. This
process can last as long as the interaction itself.
• Buffering: First part of the interaction is prepared for
playback.
• Playing: Playback is in progress.
• Stopped: Either the interaction is over, or the playback
was stopped.
• Paused: Playback was paused.

Player Element
Description
Element Name
Volume Adjust the volume.
Player
buttons
Skip silences in the playback.
Saves an interaction in ASF format. See Saving Interactions

on page 35.
Opens a comment box to add text to a playback. See

Attaching a Comment to an Interaction on page 37.
Adds a tag to mark a point in the playback. Marking an

Interaction with a Tag on page 38.
Saving Interactions
You can save the voice interactions as a file in ASF format. ASF is a standard format that enables
playing back to a standard player.
EXAMPLE:
As evidence in a dispute, you can save an interaction in which the customer requests the
transaction in order to play the interaction back outside the NICE Perform eXpress environment.
To save an interaction:
1. In the Query Results area, select an interaction.
2. Click the Save Interaction button.

NOTE:
To save an interaction that is currently being played back, click the Save Interaction
button next to the Player. This saving process is quicker, but playback stops.

The Save Interaction window appears, and the status of the file changes from Loading to
Generating File, and then to Ready.
The Save button is active.
Status of generated file
3. Click Save.
The File Download window appears with the file name.
4. Click Save.

The Save As window appears.
5. Browse to the location where you want to save the file.

6. Click Save.
Attaching a Comment to an Interaction

While playing back an interaction, you can add text comments at a specific point during playback.
These comments appear as clouds ( ) in the timeline whenever the interaction is played back.
When you move the cursor over a cloud, a tooltip appears showing the annotation text.
EXAMPLE:
When a customer requests a transaction, you can query for recent interactions to find it. Then,
play back the interaction and attach a comment to mark the exact place where the transaction
was requested.
In the example below, one comment has been added to an interaction and the cursor is placed over
it.
You can query interactions for the text in the comments. See Creating a New Query on page 23.

Marking an Interaction with a Tag

While playing back an interaction, you can mark a point in the interaction with a red tag. After
tagging an interaction, you can jump to the tagged points and replay them.
In the example below, a tag has been added to an interaction.
Tagged interaction
To mark an interaction with a tag:

1. In the Query Results area, double-click an interaction to play it back.
2. At the point in the interaction you want to mark, click the Add Tag button.
A red tag appears in the sound waves of the interaction.

Playing Back Specific Points in an Interaction

You can play back specific points in an interaction, such as where you attached a comment or
marked an interaction with a tag.
EXAMPLE:
You want to hear the customer request for a transaction, so you play back the marked point.
To play back specific points in an interaction:

• Double-click a point in the timeline, such as at a tag or comment.
The interaction plays back at that point.

NICE Perform Express R2 User's Guide

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NICE Perform eXpress

APAC Region: (Asia/Pacific)

The Americas Region: (North, Central, South America)

NICE invites you to join the NICE User Group (NUG).

International Headquarters-Israel North America

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Finding interactions is as easy as 1,2,3...

1. Select a query to run.

3 Double-click an interaction to play it back.

Quick Start to NICE Perform eXpress 7

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Introducing NICE Perform eXpress............................................................................... 10

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Introducing NICE Perform eXpress

Logging in to NICE Perform eXpress

To log in to NICE Perform eXpress:

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

3. To sign out of NICE Perform eXpress, click Sign out.

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Changing the NICE Perform eXpress Password

To change your NICE Perform eXpress password:

The Change Password window appears.

2. In the Password field, enter your existing password.

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Which NICE Perform eXpress Guide Do I Need?

Guide Audience Provides Instruction To...

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Guide (Continued) Audience Provides Instruction To...

NICE Perform eXpress IT • Verify the NICE Perform eXpress system is

NICE Perform eXpress IT • Manage NICE Services and logs.

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Locating Documentation for Tools

Tool Documented in these NICE Perform eXpress Guides

eXpress Assistant • Installation Guides

Log Collector • Maintenance Guide

Log Viewer • Maintenance Guide

Performance Collector • Troubleshooting Guide

Rename Host • Maintenance Guide

Services Configuration Manager • Maintenance Guide

Board Numbering Tool • Installation Guides

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

How can I get more NICE Perform eXpress training?

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Getting Started with the Interactions Application ....................................................... 18

Chapter 2: Finding and Playing Back Interactions 17

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Getting Started with the Interactions Application

To open the Interactions application:

Navigating through the Interactions Application

Chapter 2: Finding and Playing Back Interactions 18

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

The Interactions screen is displayed below:

Chapter 2: Finding and Playing Back Interactions 19

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Using Basic Queries

Chapter 2: Finding and Playing Back Interactions 20

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Setting a Default Query

Chapter 2: Finding and Playing Back Interactions 21

NICE Perform eXpress Release 2.1: User’s Guide (Rev. A1)

Running Basic and Saved Queries