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Contents1Introducing Monitor 7

Opening Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Navigating Through Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Folders Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Details Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2Getting Started 13

Defining Monitor Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Customizing the Details Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Choosing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Removing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Rearranging Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Creating Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Editing and Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3Using Monitor in Agents View 27

Monitoring Agent Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Recording Agent Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Tagging a Segment With Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Playing Back Agent Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Index 35

5 Contents

NICE Perform® Release 3.1: Monitor Guide (Rev. A0)

Blank page for double-sided printing.

1

Introducing Monitor

Welcome to Monitor!

Monitor enables you to listen to the voice and view screens of live agent interactions. From your workstation, you can see when an agent is interacting with a customer. You can choose to listen to the voice or play its screen in real-time, and/or record and play back the interaction later on.

This manual provides you with guidelines, tips, and procedures for using Monitor.

Contents

Opening Monitor ...............................................................................................................8

Navigating Through Monitor............................................................................................9Folders Pane..............................................................................................................10Details Pane...............................................................................................................10

NOTE: An interaction is any exchange that occurred between an agent and any other participant. For information about complete interactions, interaction segments, or stages of interactions, see Business Analyzer Guide.NICE Perform Release 3.1 supports the recording and monitoring of segments only.

IMPORTANTThis manual describes the complete functionality of the application. Your ability to use the system is dependent on your site configuration and your own access privileges.

Chapter 1: Introducing Monitor


7

Opening Monitor

Opening MonitorMonitor is accessed from the NICE Perform Applications Suite.

To open Monitor:

1. Log in to the NICE Perform Applications Suite.

2. In the navigation bar, click Monitor.

The Monitor application appears. See Navigating Through Monitor on page 9.

8 Chapter 1: Introducing Monitor


Navigating Through Monitor

Navigating Through Monitor Monitor activity options are displayed in one window.

Agents Module

In the Agents module, you can:

• View a hierarchical tree of the organization in the Folders pane. See Folders Pane on page 10.

• Create your own group of agents whose interactions you want to monitor. See Creating Groups on page 22.

• See which agents are logged in to the system and interacting with a customer. See Details Pane on page 10.

• Monitor agent interactions in real-time. See Monitoring Agent Interactions on page 28.

• Record current interaction, next interaction, a time interval, or all interactions for a selected agent. See Recording Agent Activity on page 29.

• Play back the last recorded interaction. See Playing Back Agent Activity on page 33.

• Tag an interaction with predefined business data, enhancing query capabilities at a later date. See Tagging a Segment With Business Data on page 32.

Actionbuttons

Edit columns

Business

Application

Details Folders Modules

Print

sidebar

Settings

data

pane pane




Folders Pane

The Folders pane displays agent groups, shown below Organization. When you select a specific group, all the agent names in the group are displayed in the Details pane.

• All Users displays a list of agent names for which you have viewing privileges. These agent names are displayed in the Details pane. In Monitor, you cannot add or remove names from this list.

• Groups displays all the Groups for which you have viewing privileges.

• My Groups displays all the Groups you defined in Monitor.

Groups created in Monitor can only be viewed in Monitor.

For instructions on how to create a new group, see Creating Groups on page 22.

When would I want to create my own groups?

Details Pane

The Details pane is your work area for performing all Monitor activities, including monitoring, recording, tagging interactions, and playing back recorded segments.

In the Agents module, the Details pane can be optionally divided into two sections.

The upper section provides general information about the agents and their activity. This section indicates whether or not an agent is logged in, interacting with a customer, whether or not he or she is being monitored or recorded, the agent’s ID, and many other details.

The lower section, the Recording Information section, displays details about the actual recording at the site. When you select an agent who is participating in an interaction, if the interaction is currently being recorded at the site, a row of details is displayed for each participant in the recorded interaction, and for each media type recorded.

EXAMPLE: You may want to create your own group of agents when specific agents are working on a certain campaign. Or, to monitor new agents, or agents handling certain accounts.

NOTE: Interaction details are displayed even when recording is initiated by Total Recording or by someone else at the site.

NOTE: If, for whatever reason, a Logger fails to record the interaction, Recording Information indicates the failure. However, Recording Information will not indicate a failure if it occurred before recording began.




See the examples below.

For more information about the Details pane, see Customizing the Details Pane on page 16.

EXAMPLE: Annie the Agent spoke with a customer between 9:00 AM and 9:30 AM. At 9:02 AM, Annie selected Voice as her Recording Media, then selected Record Current Call. At 9:12 AM, Annie stopped the recording.At 9:20 AM, Annie changed the Recording Media to Voice+Screen, then selected Record Current Call again. This time Monitor recorded the interaction until it ended.Recording Information displayed five rows of details for this interaction: Row #1: Details about Annie’s voice from the interaction from 9:02 AM to 9:12 AM. Row #2: Details about the customer’s voice from the interaction from 9:02 AM to 9:12 AM. Row #3: Details about Annie’s screen from 9:20 AM to 9:30 AM. Row #4: Details about Annie’s voice from the interaction from 9:20 AM to 9:30 AM.Row #5: Details about the customer’s voice from the interaction from 9:20 AM to 9:30 AM.

EXAMPLE: Andrea the Agent spoke with a customer between 9:00 AM and 9:30 AM. At 9:02 AM, Andrea selected Voice as her Recording Media, then selected Record Current Call. At 9:12 AM, Andrea stopped the recording.At 9:10 AM, Scott the Supervisor saw that Andrea was interacting with a customer. He selected Voice+Screen as his Recording Media, selected Andrea’s name in the Details pane, then selected Record Current Call. Monitor recorded the interaction until it ended.Recording Information displayed three rows of details for this interaction: Row #1: Details about Andrea’s voice from the interaction from 9:02 AM to 9:30 AM. Row #2: Details about the customer’s voice from the interaction from 9:02 AM to 9:30 AM. Row #3: Details about Andrea’s screen from 9:10 AM to 9:30 AM. In this example, the actual voice recording of this interaction at the site was from 9:02 until 9:30 AM. Actual screen recording was executed between 9:10 AM and 9:30 AM. Hence, three rows of details were displayed.



2

Getting Started

This chapter describes how to customize Monitor to suit your needs.

Contents

Defining Monitor Settings..............................................................................................14

Customizing the Details Pane .......................................................................................16

Creating Groups .............................................................................................................22

Chapter 2: Getting Started


13

Defining Monitor Settings


Before you begin using Monitor, you need to define:

• Recording Media - determines what you want to monitor or record. You can choose between Voice, Screen, or Voice+Screen.

• Time Interval Recording - enables you to record interactions with or without CTI information, for a predefined amount of time. For example, you can predefine an amount of time and record screen activity only. Just remember - before recording screen activity, you must select Screen as your Recording Media!,

For a detailed description of the recording options, see Recording Agent Activity on page 29.

• Show Recordings Information - displays recording details of a selected interaction that is currently recorded at the site.

IMPORTANTMonitor currently records interaction segments only.

EXAMPLE: You may want to monitor a new agent’s voice and screen to ensure that he or she knows how to use your company’s software while providing service on the phone. In this case, you will choose Voice and Screen as your Recording Media.

EXAMPLE: You need to record ten minutes of an agent’s interaction. In the Time Interval Recording field, enter 10. Then select an agent and click Time Interval

Recording . Ten minutes of the agent’s interaction will be recorded.

14 Chapter 2: Getting Started



To define Monitor settings:

1. Click Settings . The Settings Window appears.

2. From Recording Media, select either Voice, Voice+Screen, or Screen.

3. In the Time Interval Recording field, enter a time interval in minutes.

The Time Interval Recording value defines a preset amount of time for recording a block of time. For an example of Time Interval Recording, see Recording Agent Activity on page 29.

4. (Optional) Select Show Recordings Information.

5. Click Save .



Customizing the Details Pane

Customizing the Details PaneThe Details pane contains information columns. The columns in the upper section provide general information about each agent’s status. For example, the Activity column indicates which agents are logged in, and of those, which agents are participating in an interaction. When displayed, the lower section, Recording Information, contains columns with details about a selected interaction that is currently being recorded at the site.

In the upper section only, you can choose which columns you want to view. You can also choose the order in which the columns are displayed.

For information about the columns, see the following tables.

IMPORTANTThe Details pane displays current interaction information for agents whose names were displayed from the time you opened Monitor. You will not see interaction or recording details from interactions that ended prior to opening Monitor and displaying the agents’ names.

TIP: You will probably want to display the columns in the order of importance from left to right. For example, you will probably want the Agent Name to appear as the first column from the left.

Table 2-1: General Details Columns

Column Description

Activity Indicates when:

(gray face) Agent is not logged in to the system.

Agent is logged in but not participating in an interaction.

Agent is logged in and participating in an interaction.Note: If an agent is defined by Extension and not Agent ID, Monitor does not receive login information. In this case, the icons will display as follows:

(gray face) When you open Monitor for the first time, or when refreshing the screen.

When the agent participates in an interaction.

When the agent ends the interaction.

Agent ID Agent ID as defined in Users Administrator.

Agent Name Agent name as defined in Users Administrator.

Department Agent Department as defined in the switch.




Device ID Device ID number as defined in the switch.

Device Type Device Type as defined in the switch - Phone, Handset, Speaker, Microphone, RNG

Dialed In DNIS number - relevant to incoming calls only

Direction Voice interaction direction - Incoming, Outgoing, Internal, Trunk to Trunk, ExternalNote: Trunk to Trunk is when the agent transfers the customer to an external phone source and then disconnects, leaving the line open between the customer and the external phone source.

Duration Duration of the voice interaction.

End Time Time when the voice interaction was terminated.

Monitor Indicates whether Voice, Screen, or Voice+Screen are currently being monitored on your workstation.Example: Al the Agent is on the phone. I - Trudy the Team Leader, am monitoring Al’s interaction. I will see the voice icon in the Monitor column.If Trixie the Team Leader chooses to monitor this interaction, but I do not, I will not see the voice icon in the Monitor column.

Phone Number Customer’s phone number.

Record Indicates whether Voice, Screen, or Voice+Screen are currently being recorded at the site. Example: Al the Agent is on the phone. Mel the Manager is recording Al’s interaction. I - Trudy the Team Leader, can see that Al’s interaction is currently being recorded even though I have not chosen to record the interaction.Note: If Total Recording is implemented at the site, the Record column will always indicate that voice is being recorded.

Record Request Indicates whether you have chosen to record Current Interaction, Next Interaction, or All Interactions.Note: Only one type of Record Request can be selected at a time.

Segment ID Segment ID number.

Segment Type CTI, Time Interval.

StartTime Time when the voice interaction was initiated.

Station Extension number as defined in the switch or in Users Administrator.

Switch ID Switch ID number as defined in User Administrator.

Table 2-1: General Details Columns (Continued)

Column Description




Table 2-2: Recording Information Columns

Column Description

Channel Logger channel number.

Stop Time End time of record request.

Failure Reason If recording fails, a failure message appears.

Segment ID Segment ID number.

Logger Logger ID.

Media Type Indicates whether voice or screen is currently being recorded at the site.

Recording Initiator

For example, Total or ROD.

Recording Program

Recording Program name.

Start Time Start time of record request.




Choosing Columns

To select columns:

1. Click Edit Columns .

The Edit Columns window appears.

2. From the Available Columns list, select columns as follows:

• To select multiple consecutive columns from the list, drag the mouse over the desired columns.

• To select multiple nonconsecutive columns from the list, press <Ctrl> and click the desired columns.

3. Click .

The selected columns appear in the Selected Columns list.

4. Click Save .

The Edit Columns window closes. Monitor displays the selected columns.

NOTE: This procedure is relevant to the columns in the upper section only.




Removing Columns

To remove columns:



2. From the Selected Columns list, remove columns as follows:

• To remove multiple consecutive columns from the list, drag the mouse over the columns.

• To remove multiple nonconsecutive columns from the list, press <Ctrl> and click the columns.

3. Click .

The removed columns are displayed in the Available Columns list.

4. Click Save .

The Edit Columns window closes. Monitor removed the columns from the display.




Rearranging Columns

To rearrange columns:



2. From the Selected Columns list, select the column you want to rearrange.

3. To rearrange the selected column, click Up or Down .

4. Click Save .

The Edit Columns window closes. The columns are now displayed in their new order.



Creating Groups

Creating GroupsYou can create new agent groups, which appear in Monitor only. With this feature, you can quickly view details, and monitor and record interactions of agents you are particularly interested in monitoring.

To create a new group:

1. In the Folders pane, click New Group .

The Select Users/Groups window appears.

2. In the Name field, enter the new group name.

3. In the Resource Tree area, select All Users, Groups, or a specific group.

The resource you selected in the Resource Tree displays expanded in the Available Items area.

4. In the Available Items area, double-click the agents and groups you want to include in the new group.

IMPORTANT Monitoring operates best for small groups. You should try to keep your groups small. You can create these groups either in the Users Administrator or in Monitor.

EXAMPLE: Ten agents are handling a special sales campaign. You create a group for these ten agents. This enables you to quickly view, monitor, and record the activity of these agents only.

TIP: Use the Shift/Ctrl keys to multi-select, then click .



Creating Groups

The Selected Items area now displays all the agents and groups that will be included in the new group.

To remove an item from the Selected Items field, select the item and click .

5. Click .

The new group now appears in the Folders pane.

Editing and Deleting Groups

Monitoring operates best for small groups. You should try to keep your groups small.

NOTE: If you are trying to monitor more than 500 agents, the following error message appears.

The use of such a large group is not advisable in Monitor. You should create several smaller groups.

To correct this error and create a smaller group:a. Click OK in the Monitor error message box.

b. Remove items from the Selected Items field, select the item/s and click .c. Click OK.



Creating Groups

To edit a group:

1. In the Folders pane, in My Groups, select the group you want to edit.

2. Click Edit Group .

The Select Users/Groups window appears. The agents included in the group are displayed in the Selected Items area.

3. To remove an item from the Selected Items area, select the item and click .

4. To add agents to the group:

a. In the Resource Tree, select All Users, Groups, or a specific group. The resource you selected in the Resource Tree displays expanded in the Available Items area.

b. In the Available Items area, double-click the agents and groups you want to include in the group.

The Selected Items area now displays the new list of agents and groups.

IMPORTANTIn Monitor you cannot edit or delete a group that was created in Users Administrator.

TIP: Use the Shift/Ctrl keys to multi-select, then click .



Creating Groups

5. Click .

To delete a group:

1. In the Folders pane, in My Groups, select the group you want to delete.

2. Click Delete Group .

The group is deleted.

NOTE: If you are trying to monitor more than 500 agents, the following error message appears.

The use of such a large group is not advisable in Monitor. You should create several smaller groups. To correct this error and create a smaller group:a. Click OK in the Monitor error message box.

b. Remove items from the Selected Items field, select the item/s and click .c. Click OK.



3

Using Monitor in Agents View

In Agents View, Monitor enables you to monitor, record, and play back agent interactions.

Contents

Monitoring Agent Interactions.......................................................................................28

Recording Agent Activity...............................................................................................29

Tagging a Segment With Business Data ......................................................................32

Playing Back Agent Activity ..........................................................................................33

Chapter 3: Using Monitor in Agents View


27

Monitoring Agent Interactions

Monitoring Agent InteractionsMonitor enables you to listen to an agent’s voice interaction and view screen activity in real-time. To monitor an agent’s interaction, the agent must be logged in and participating in an interaction. This is indicated in the Activity column.

The Activity column indicates activity as follows:

To monitor agent voice or screen activity:

1. Select the Recording Media and Call Mode type you want to monitor.

See Defining Monitor Settings on page 14.

2. In the Folders pane, select the group that includes the agent whose activity you want to monitor. The agent names in the selected group are displayed in the Details pane.

3. Select an agent who is participating in an interaction and click Monitor.

-or-

Right-click the agent whose media you need to monitor. From the drop-down menu, select Monitor.

Player opens and plays the voice and/or screen of the selected agent. For information about Player, see the Player Guide.

NOTE: You can monitor more than one agent at the same time.

(Gray face)The agent is not logged in.

The agent is logged in but not participating in an interaction.

(With earphone)The agent is logged in and participating in an interaction.

NOTE: If an agent is defined by Extension and not Agent ID, Monitor does not receive login information. In this case, Activity is indicated as follows:

(Gray face) When you open Monitor for the first time, or when refreshing the screen.

(With earphone) When the agent participates in an interaction.

When the agent ends the interaction.

28 Chapter 3: Using Monitor in Agents View


Recording Agent Activity

Recording Agent ActivityMonitor enables you to record an agent’s voice interaction with or without its associated screen activity. All voice and screens recorded in Monitor can be queried and played back in Business Analyzer.

The Record buttons are located in the top left corner of the Details pane. See the figure below.

The record buttons in Monitor are described below.

Table 3-1: Record Buttons

Record Buttons Description

Record Current InteractionThis button is only active when the agent is participating in an interaction.

(With earphone) This icon appears in the Activity column.

Record Next InteractionTo use Record Next Interaction, the agent must be logged in, but does not need to be participating in an interaction.

This icon appears in the Activity column.Note: When the agent is defined as Station, the Record Next Interaction option will always be active.

Time Interval RecordingTo use Time Interval Recording, the agent must be logged in, but does not need to be participating in an interaction. When you select Time Interval Recording, a new row in the Details pane is displayed.

This icon appears in the Activity column.Note: Before selecting Time Interval Recording, you must define the time interval you need to record. See Defining Monitor Settings on page 14.Note: When the agent is defined as Station, the Time Interval Recording option will always be active.




To record agent activity:

1. Select the Recording Media and Call Mode type you want to record.

See Defining Monitor Settings on page 14.

2. In the Folders pane, select the group that includes the agent whose activity you want to record. The agent names in the selected group are displayed in the Details pane.

3. In the Details pane, select the agent whose media you want to record.

4. Select a recording type in one of the following ways:

• From the Recording drop-down arrow, click a recording type.

-or-

• Right-click the agent whose media you want to record. From the drop-down menu, select a recording type.

The Record column now indicates that Voice, Screen, or Voice+Screen is currently being recorded at the site.

Record All InteractionsTo use Record All Interactions, the agent must be logged in, but does not need to be participating in an interaction.

This icon appears in the Activity column.Note: When the agent is defined as Station, the Record All Interactions option will always be active.

Table 3-1: Record Buttons (Continued)

Record Buttons Description

EXAMPLE: In Monitor, you see Annie the agent participating in an interaction and you decide to record the call. 1. You select Voice+Screen as the Recording Media, select Annie as the agent you need to

record. Then you click Record Current Call . The call and Annie’s screen activity are simultaneously recorded. Annie completes the call and recording stops. But, you would like to record ten more minutes of the Annie’s screen activity.2. You select Screen as the Recording Media. In the Time Interval Recording field, enter the number 10.

3. You click Time Interval Recording .Annie’s screens will now be recorded for ten minutes, even though she is not on the phone.




The Record Request column indicates that you have chosen to record Current Interaction, Next Interaction, Time Interval, or All Interactions.

5. To stop recording, click Stop .

-or-

Right-click the agent whose media you are recording, and from the drop-down menu, select Stop.

Monitor stops recording the interaction.



Tagging a Segment With Business Data

Tagging a Segment With Business DataIn Monitor, you can tag a segment with business data. This enables easier search later on. You can tag a segment with business data while the agent is involved in a live interaction, or after the interaction ended before a new interaction began. This is due to the fact that interaction details will remain on display until a new interaction begins.

To tag a segment with business data:

1. In the Details pane, select an agent who is participating in an interaction .

2. Click Business Data .

The Business Data window appears.

3. In each relevant field, enter the business data.

4. Click Save .

The interaction is now tagged with the business data.

NOTE: You will only be able to see an agent’s interaction and tag it with business data if:1. You were logged into Monitor while the agent was participating in an interaction.2. The agent’s name was displayed in your instance of the Monitor application while he or

she was still participating in the interaction.

EXAMPLE: Scott the Supervisor sees that Alison the Agent is participating in an interaction. Scott knows that Alison is handling Connie the Customer, an important account that needs watching. Scott selects the interaction, clicks Business Data, and types the relevant information.



Playing Back Agent Activity

Playing Back Agent ActivityIn Monitor, you can play back the last interaction that was recorded at the site for the selected agent.

See the examples below.

NOTE: You can play back an agent’s previous interaction if:1. You were logged into Monitor while the agent was participating in an interaction.2. The agent’s name was displayed in your instance of the Monitor application while he or

she was still participating in the interaction.

NOTE: You can play back interactions of more than one agent at the same time.

EXAMPLE: Andy the Agent spoke with Cathy the Customer between 9:00 AM and 10:00 AM. Andy recorded himself between 9:15 AM and 9:45 AM. Steve the Supervisor recorded Andy from 9:05 AM until 9:30 AM. When Steve the Supervisor played back the interaction, Player played back the interaction from 9:05 AM until 9:45 AM.

EXAMPLE: Andy the Agent selected Voice as his Recording Media. During his shift, he spoke to many customers, however, he only recorded himself once - from 10 AM to 10:15 AM. During Andy’s shift, Steve the Supervisor noticed that Andy had been very busy throughout the day. Steve selected Voice+Screen as his Recording Media and recorded Andy’s interaction from 16:00 PM to 16:15 PM.At 16:35 PM in the afternoon, Andy selected his name in the Details pane and clicked Play. Player played Andy’s interaction with its associated screen from 16:00 PM to 16:15 PM.

EXAMPLE: Alison the Agent spoke with a customer between 9:00 AM and 9:30 AM. At 9:02 AM, Alison selected Voice as her Recording Media, then selected Record Current Interaction. At 9:12 AM, Alison stopped the recording.At 9:20 AM, Alison changed the Recording Media to Voice+Screen, then selected Record Current Interaction again. This time Monitor recorded the interaction until it ended.At 10:05 AM, Steve the Supervisor selected Alison’s name in the Details pane, and clicked Play.Player played back Alison’s voice from 9:02 AM until 9:12 AM and the voice and screen from 9:20 AM until 9:30 AM.



Playing Back Agent Activity

To play back the last recorded interaction:

• Select an agent, and click Play .

-or-

• Right-click an agent and from the drop-down menu, select Play.

Player opens and plays back the last recorded interaction.

For information about Player, see the Player Guide.

EXAMPLE: Amanda the Agent spoke with a customer between 9:00 AM and 9:35 AM. At 9:02 AM, Amanda selected Voice as her Recording Media, then selected Record Current Interaction. At 9:12 AM, Amanda stopped the recording.At 9:10 AM, Scott the Supervisor saw that Amanda was interacting with a customer. He selected Voice+Screen as his Recording Media, selected Amanda’s name in the Details pane, then selected Record Current Interaction. Monitor recorded the interaction until it ended.At 12 noon, Sergio the Supervisor selected Amanda’s name in the Details pane, and clicked Play.Player played back Amanda’s voice from 9:02 AM to 9:10 AM, and the voice and screen from 9:10 AM to 9:35 AM.

NOTE: Player plays back what was actually recorded at the site regardless of what you selected in the Settings window.



Index
A
Agents module, Monitor 9

Bbusiness data

tagging segments in Monitor 32

Ccolumns

choosing in Monitor 19rearranging in Monitor 21removing in Monitor 20

DDetails pane, Monitor

customizing 16description 10

FFolders pane, Monitor 10

Ggroups

managing in Monitor 22

Iinteractions

monitoring 28recording 29tagging with business data 32

Mmonitoring

interactions 28screen activity 28

Pplayback, Monitor 33

Rrecording media

selecting in Monitor 14recording, Monitor 29

Ssegments

tagging in Monitor 32

Index


35

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