nice perform express r2 user's guide

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385A0810-02 Rev. A1

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Contents
Quick Start to NICE Perform eXpress 7
1Overview 9

Introducing NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Logging in to NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Changing the NICE Perform eXpress Password . . . . . . . . . . . . . . . . . . . . . . 12Which NICE Perform eXpress Guide Do I Need? . . . . . . . . . . . . . . . . . . . . . . 13

Locating Documentation for Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

How can I get more NICE Perform eXpress training? . . . . . . . . . . . . . . . . . . 16

2Finding and Playing Back Interactions 17

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

Finding Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Running Basic and Saved Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Understanding Query Criteria Options . . . . . . . . . . . . . . . . . . . . . . . . . . 25Modifying a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Setting a Default Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Using Wildcards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Viewing Query Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Understanding Interaction Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Marking an Interaction with a Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Limiting the Number of Displayed Interactions . . . . . . . . . . . . . . . . . . . . . . 32

Playing Back Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Contents

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

5

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

6 Contents


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.

Select a query to run.1

3 Double-click an interaction to play it back.

Review interactions that match the query criteria.2

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 eXpressNICE 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 eXpressYou 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:

10 Chapter 1: Overview


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.

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

Sign out



Changing the NICE Perform eXpress Password

Changing the NICE Perform eXpress PasswordDepending 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?

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 Pre-Installation Guide

NICE Installer • Select the correct server/PC for the NICE 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 Installation Guides

NICE Installer • Install the NICE Perform eXpress hardware 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 Administrator’s Guide

IT Professional • Understand system alerts and backup device status.

• Update licenses.

• Verify channel activity.

• Monitor channels in real time.

• Define users and groups.

• Query audit messages.

NICE Perform eXpress User’s Guide

Manager or Agent/Trader

• Run a built-in query to find interactions and 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.




NICE Perform eXpress Central Administration Guide

IT Professional • Define CTI and storage parameters at one central location for use at all locations (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 Maintenance Guide

IT Professional, NICE Installer

• Verify the NICE Perform eXpress system is functioning correctly by means of a Support 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 Troubleshooting Guide

IT Professional, NICE Installer, Business Partner

• Manage NICE Services and logs.

• Respond to SNMP traps.

• Troubleshoot:

• Archiving

• Playback

• Recording

• Integrations (Vendor-side)

NICE Perform eXpress Upgrade Guide

NICE Installer • Upgrade NICE Perform eXpress from Release 1.0 to Release 2.1.

Guide (Continued) Audience Provides Instruction To...




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 .......................................................18Navigating through the Interactions Application.........................................................18

Finding Interactions .......................................................................................................20Running Basic and Saved Queries ............................................................................22Creating a New Query................................................................................................23Modifying a Query ......................................................................................................27Using Wildcards .........................................................................................................29

Viewing Query Results...................................................................................................30Understanding Interaction Details ..............................................................................30Marking an Interaction with a Flag .............................................................................31

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

Chapter 2: Finding and Playing Back Interactions


17

Getting Started with the Interactions Application

Getting Started with the Interactions ApplicationYou 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.

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.

Interactions

18 Chapter 2: Finding and Playing Back Interactions


Getting Started with the Interactions Application

The Interactions screen is displayed below:

Saved Queries pane Query Criteria pane Query Results area

ActionButtons

Player



Finding Interactions

Finding InteractionsIn 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.

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: 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.




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.

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.

Using Wildcards

You can enter Wildcards (* or ?) in place of one or more characters. See Using Wildcards on page 29.

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.

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.

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.

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.

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.

Basic Queries

Saved queries

Name of queryQuery criteria 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.

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.

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.

3. Click the New button or right-click a folder, and select Query.

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.

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.

Name the folder

Save the folder name




A new query appears highlighted in the Saved Queries tree, and the Query Criteria pane expands.

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.

New query

Query Criteria pane




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.

13. (Optional) Click Save to save the query. The query is saved in the location you set in Step 1 on page 23.

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

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.

TIP: Saving a query enables running it again to regenerate or update results.




The table below explains these options in detail.

Option Result Example

Show last Displays results from the specified period in the past up to the present

You want to get updated results each time you run the query.

From/To Displays results for a specified period in the past

You want to display results from January to February 2009.

Duration Displays interactions according to their length. Can further filter the interactions for those that are less than or greater than the specified duration.

You want to view all interactions that are over five minutes in length.

Groups (Managers only) Displays results from a specific user group

You manage the Retail, Credit Cards, and Mortgages teams in your bank. You can query the results of each group separately.

Users (Managers only) Displays results from a specific user

On 23/4/08, a customer 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 (Managers only)

Displays users who have been deleted from NICE Perform eXpress

There is a dispute involving an employee who no longer works at the bank. You can query this employee’s interactions even though he/she was deleted as a user from NICE Perform eXpress.




Modifying a Query

You can change the search criteria in an existing query and then save your changes.

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.

Dialed Number Number that the agent/trader called

You want to find all the interactions that involve a specific agent/trader and a specific customer. You use the Dialed Number and Phone Number fields together to filter for these interactions.

Phone Number The number in the Phone Number field changes depending on whether the interaction is outgoing or incoming.

• Outgoing: Extension of the agent/trader

• Incoming: Caller ID of the customer

Option (Continued) Result Example

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.

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

Viewing Query ResultsThe Query Results area displays the search results from the query.

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.

Query Results area

Interaction Detail List

Expanded 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:

Marking an Interaction with a Flag

You can mark an interaction with a flag that appears in the Query Results area.

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

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.

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.

Flagged interaction



Playing Back Interactions

Playing Back InteractionsYou 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.

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

Interaction details

Playback control Playback marker Playback timeline Volume

Player buttonsStatus




Player Elements

The Player elements provide access to the playback features.

Player Element

Element Name Description

Playback control

Enables playing back, pausing, and stopping an interaction recording. See below for more details.

Play an interaction.

Pause an interaction.

Rewind 10 seconds back.

Stop playback.

Skip forward 10 seconds.

Interaction details

Lists the user name, station number as well as the time and duration of the interaction.

Playback marker

Indicates the exact point in the playback.

Playback timeline

Timeline in hours, minutes and ten second intervals.

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.




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.

To save an interaction:

1. In the Query Results area, select an interaction.

2. Click the Save Interaction button.

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.

Player Element

Element Name Description

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.

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.

3. Click Save.

The File Download window appears with the file name.

4. Click Save.

Status of generated file




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.

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.

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.




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.

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.

Tagged 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.

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.

EXAMPLE: You want to hear the customer request for a transaction, so you play back the marked point.



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