NICE Perform - Users Administrator Guide

NICE Perform® Release 3.1

Users Administrator Guide November 2008 385A0427-04 Rev. A2

Insight from Interactions

® TM

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright © 2008 NICE Systems Ltd. All rights reserved. This product is covered by one or more of the following US patents: 4,893,197

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385A0427-04 Rev. A2

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Contents 1 Introducing the Users Administrator

11

Opening the Users Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Navigating the Users Administrator Window. . . . . . . . . . . . . . . . . . . . . . . . . 14 Folders Pane Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Searching/Filtering the Users and Groups Lists . . . . . . . . . . . . . . . . . . . . . 16 Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Adding a User from the Search Results to a Group . . . . . . . . . . . . . . . . 20 Contents Pane Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Defining User Name Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Showing/Hiding Deleted Users Details in the Users Administrator . . . . . . . 23 Details Pane Highlights. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

2 Overview and Getting Started

27

Overview of NICE Perform Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 What is an Organization? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Who are the Users? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 How are System Users Authenticated? NICE Perform vs. Active Directory . 32 Active Directory System User Highlights . . . . . . . . . . . . . . . . . . . . . . . . 32 Which Agent Identification Should I Use? Agent ID vs. Extension . . . . . . . . 33 User Details and Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 What is a Group?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Rules of Group Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Displaying Group Details and Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 What is a Profile? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Rules of Profile Inheritance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Contents NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Displaying Profile Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Defaults Provided with NICE Perform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Getting Started Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 About Imported User Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

3 Profiles

49

Guidelines for Creating and Attaching Profiles . . . . . . . . . . . . . . . . . . . . . . . 50 Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Creating a New Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Assigning Privileges for Business Data Fields . . . . . . . . . . . . . . . . . . . . . . . 60 Changing Profile Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Attaching Profiles to Users, Group Members, or Group Managers . . . . . . . 66 Deleting a Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

4 Users - Agents, Traders, and System Users

71

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Adding a New User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Displaying User Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Customizing a System User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Changing Login Name and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Manually Resetting Someone else’s Login Password and Name . . . . . . 82 Automatically Resetting Someone else’s Login Password . . . . . . . . . . . 83 Manually Resetting your own Login Password . . . . . . . . . . . . . . . . . . . . 83 Automatically Resetting your own Login Password . . . . . . . . . . . . . . . . 84 Changing Login Name and Password (Active Directory) . . . . . . . . . . . . . . . 85 Changing Password Expiration Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Deactivating or Reactivating a Login ID . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Deactivating or Reactivating a Login ID (Active Directory) . . . . . . . . . . . . . 89 Attaching Profiles to System Users and Displaying Privileges . . . . . . . . . . . 89 Adding an Agent Identity (First-Time and Multiple) . . . . . . . . . . . . . . . . . . . 91 Deleting a User Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Showing/Hiding Deleted Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Contents NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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5 Groups

95

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Creating a New Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Adding Group Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Removing Group Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Defining a Group Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Attaching Profiles to Group Members and Group Managers . . . . . . . . . . . 104 Deleting a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

A Customizing Organization Settings

105

Defining Password Policy for System Users . . . . . . . . . . . . . . . . . . . . . . . . 106 Password Policy Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Defining Security for NICE Perform Applications . . . . . . . . . . . . . . . . . . . . 110 Login Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Security Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Defining Target Number of Evaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Defining the Domain Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

B Tips and Tricks

117

To Display Details of Last Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 To Change the User Name Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 To Create a List of Invalid Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 To Limit Invalid Login Attempts (Account Lockout) . . . . . . . . . . . . . . . . . . 119 To Add a New User to an Existing Profile . . . . . . . . . . . . . . . . . . . . . . . . . . 119 To Deactivate or Reactivate a System User Login ID . . . . . . . . . . . . . . . . . 119 To Add System User Status to an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 To Record a System User’s Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 To Define the Agent Identification for Screen Recording . . . . . . . . . . . . . . 120 To Create a Limited All Users Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Contents NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Deleted Users are/are not Appearing in User Lists in Other Applications . 122 Active Directory System Users cannot Log in to NICE Perform . . . . . . . . . 122 Email for System-Generated Password is not Received by User . . . . . . . . 122 Profile Changes are not Activated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Some or all of the Agents (Traders) are Missing . . . . . . . . . . . . . . . . . . . . 123 Some Agent (Trader) Information is Missing . . . . . . . . . . . . . . . . . . . . . . . 123 Some Functionality is not Working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

C Profile Privileges

125

Guidelines and Tips for Creating Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . 127 User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Group Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Applications Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 System Administrator Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Users Administrator Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Business Analyzer Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Form Designer Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Monitor Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 ROD (Recording On Demand) Privileges . . . . . . . . . . . . . . . . . . . . . . . . . 138 Reporter Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Lists Editor Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Rules Manager Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Lexicon Manager Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 My Universe Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 ScreenSense Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Backup Manager Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Insight Manager Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Player Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Business Services Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 ClearSight Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Channel Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Interaction Data Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Selecting and Filtering Interaction Data Privileges . . . . . . . . . . . . . . . . . . 149 Contents NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Reporter Categories Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Form Groups Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Query Folders Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

D Sample Contact Center

153

Overview of a Sample Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Sample Structure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Working the System - Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Glossary

159

Index

161

Contents NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Blank page for double-sided printing.

1 Introducing the Users Administrator Welcome to the Users Administrator! - This application streamlines user management by providing tools for establishing site security, user authentication, and agent identification. Users logging in to NICE Perform must have proper authorization for each application, as well as permission to access agents and their interactions. The Users Administrator provides the means to give each user an individual Login ID with the necessary privileges. Password and security options can be set globally, or on an individual basis. NICE Perform also supports Active Directory authentication. Privileges are profile-based. Each profile is a set of privileges. Profiles are attached to users or to groups of users. Profiles that are attached to a group, give each user in the group identical privileges. Each time the privileges in a profile are updated, the change is dynamically filtered throughout your user database. Each time a user is added to or removed from a group, the user’s privileges are automatically adjusted to reflect their new position. Users can be grouped together for managerial purposes. NICE Perform supports a multi-tiered user hierarchy. The Users Administrator supports data integrity by restricting data access and manipulation to a need-to-know basis. View, Edit, and Query privileges to agent information and interaction data are each granted separately. Interactions must be associated with the agent involved. The Users Administrator provides the means to uniquely identify each agent and their interactions. This guide describes how to build your organization’s employee hierarchy and assign privileges to users as necessary. A sample organizational structure and examples are provided along the way. A complete list of all available privileges is provided in the appendices. IMPORTANT This guide describes complete functionality of the application. Your ability to use the system is dependent on your site configuration and your own access privileges. Some fields and functions might not be available.

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Contents Opening the Users Administrator ................................................................................. 13 Navigating the Users Administrator Window............................................................... 14 Folders Pane Highlights................................................................................................. 15 Searching/Filtering the Users and Groups Lists......................................................... 16 Contents Pane Highlights ..............................................................................................21 Defining User Name Format ...................................................................................... 21 Showing/Hiding Deleted Users Details in the Users Administrator ............................ 23 Details Pane Highlights .................................................................................................. 25

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Opening the Users Administrator

Opening the Users Administrator To open the Users Administrator: 1.

Log in to the NICE Perform Compliance Suite.

2.

From the Accessories menu, select Users Administrator.

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Navigating the Users Administrator Window

Navigating the Users Administrator Window The Users Administrator window is divided into three panes as follows.

Folders Pane

Contents Pane

Details Pane

Folders Pane

Displays the Organization tree. Click a branch to display its contents in the Contents pane. Click the Groups branch to expand it and display its contents in this pane. The Folders pane can be collapsed and hidden.

Contents Pane

Displays the contents of your selection in the Folders pane. The Contents pane can be collapsed and hidden. The Contents pane displays the following according to your selection: If you select...

The Contents Pane displays...

All Users

All the users to whom the logged-in user has access. NOTE: If users appear in your All Users group to whom you do not have direct access, it is because you have access to a group in which they are members. When they are removed from the group, they will no longer appear in your All Users group.

Details Pane

Groups

All the users in all the groups, including subgroups. All users are displayed in one flat layer.

Profiles

All the profiles that are attached to the logged-in user. (Directly or Inherited)

Search

The results of your most recent search.

Shows the contents of your selection from the Folders/Contents pane. This is the area where you enter data and create your organization.

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Folders Pane Highlights

Folders Pane Highlights The Folders pane displays the Organization tree. You can click a branch to display its contents in the Contents pane. The Folders pane can be collapsed and hidden. Delete

Edit Collapse

•

To quickly locate users or groups in the Organization tree, click the Search folder. Users located using a search operation, can be dragged and dropped into groups in the folders list. For details, see Adding a User from the Search Results to a Group on page 20.

•

Expand the Organization tree and click an item to fill the Contents pane or to display the item’s details in the Details pane.

•

To create a new user, group, or profile, click the New dropdown arrow and select New User, Group, or Profile.

-or-

Click the All Users, Groups, or Profiles branch, and then click New.

•

Folders cannot be added to the Organization tree at the level of the All Users or Groups branches.

•

Groups can be moved around in the groups tree using the drag-and-drop technique. Groups that were imported using the Importer cannot be moved.

•

To delete an item from the Organization tree, select it and click Delete.

•

The name of the All Users or Groups branches can be changed by the SuperUser. Select them and click Edit.

•

The names of individual Groups can be changed. Select a group and click Edit. NOTE: All documentation uses the default folder names. We recommend that you change folder names only when absolutely necessary and then try to maintain part of the original folder name. Example: Change All Users to All Users (Home office).

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Folders Pane Highlights

•

Click the appropriate arrow to hide or open the Folders pane (shown below).

Searching/Filtering the Users and Groups Lists As your organization grows, so will your list of users and groups. NICE Perform provides the ability to run a search on the Users list or the Groups list. This will help you quickly locate a group that might be imbedded several levels down in the group hierarchy or locate a user whose name you do not know. EXAMPLE:

You have an extension number and want to locate the user. You want to locate all the groups with a specific profile. TIP:

•

When creating a new user, you may want to search for an existing Agent ID or extension to verify that it is not already in use.

•

Search results are contingent on your allocated privileges. For example, an Agent ID or extension may already be in use, but will not display if you do not have permissions to view this agent’s details.

Search results are saved in the Search Results tab until the next Search or until the user logs off. They are not saved from one session to the next. Use the following tips as guidelines. Tip

Example

Search criteria are not case-sensitive.

Enter mary jane to search for Mary Jane.

User’s first and last names are searched separately.

Enter frank to search for Frank Smith and Robert Frank.

Use the asterisk * as a substitute for zero or more characters.

Enter R* to search for names that begin with R (Ronald Smith and Brent Reese will be found).

Use the question mark ? as a substitute for a single character.

Enter Sales Group? to search for similar group names such as Sales Group1, Sales Group2, etc. In this example, Sales Group10 will not be found.

To search for an asterisk or question mark, enter a backslash \ before the asterisk or question mark.

Enter Lost\*Found to search for Lost*Found.

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Folders Pane Highlights

Remember: The asterisk (*) is used as a substitute for zero or more characters. The question mark (?) is used as a substitute for a single character. IMPORTANT If you do not enter an asterisk in the search field, then only exact matches will be found. Example: If you run a Groups search for Sales, then Sales Managers will not be found. If you search for Sales*, then it will be found.

Running a Search A Search can be run on either the list of Users or the list of Groups. Separate searches must be run for the users and for the groups lists. If deleted users are not hidden in the System Administrator, then they will appear in the Search Results if they match the search criteria. To search the lists or Users or Groups: 1.

In the Folders pane, click Search. The Search details appear. The Quick Search window appears.

The Search details consists of three tabbed pages: Users - criteria for searching the users list Groups - criteria for searching the groups list Results - the results of the most recent search operation

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Folders Pane Highlights

2.

To search the Users list, click the Users tab and define search criteria.

Use these guidelines: User name - searches the first, middle, and last name fields separately User login name - searches the System User Login Name Imported user - users who were either added to the system or updated via an Import Process Modification date - the last date that the user record was modified. When you select an

option from the list, a date field opens. If you click the date field, a selection calendar appears.

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Folders Pane Highlights

3.

To search the Groups list, click the Groups tab and define search criteria.

Use these guidelines: Imported Groups - groups that were added to the system or updated via an Import Process Modification date - the last date that the user record was modified. When you select an

option from the list, a date field opens. If you click the date field, a selection calendar appears. 4.

Click

to run the search.

5.

The search results are displayed in the Results tab and in the Contents pane as shown below.

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Folders Pane Highlights

6.

Double-click an item to display its details.

7.

To add a user to group as a group member, see Adding a User from the Search Results to a Group on page 20.

8.

Click Search at any time to see the results of your latest search. Search results are saved in the Search Results tab until the next Search or until the user logs off. They are not saved from one session to the next.

Adding a User from the Search Results to a Group You can save time on locating the users you want to add to a group by running a search and then dragging and dropping them directly into the groups. EXAMPLE:

You want to add the user whose Agent ID is 1234 to the Sales group. Run a search specifying 1234 as the Agent ID. Then drag and drop the resulting user into the Sales group. For more information about group members, see Adding Group Members on page 100. To add a user from the Search Results to a Group: 1.

Run a Search to locate the user. See Running a Search on page 17.

2.

In the Folders pane, expand the Groups branch so that the ‘target’ group is shown.

3.

In the Folders pane, click Search. Then click the Results tab.

4.

In the Search Results list, select a user and drag and drop it to the group in the Folders pane. The selected user automatically becomes a member in the selected group.

5.

To give the user managerial status, see Defining a Group Manager on page 102.

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Contents Pane Highlights

Contents Pane Highlights The Contents pane displays either a list of all users or a list of profiles according to your selection in the Folders pane. The format in which all user names are displayed can be customized. To change the display format, see Defining User Name Format on page 21. Icons identify users as agents, system users, and managers in the Contents pane as follows: User Icons

Manager of the Selected Group

Description

(has a red asterisk)

Agent (Trader)

N/A

(wears a tie)

System User (has a monitor)

Agent (Trader) and System User (wears a tie and has a monitor)

Deleted User

N/A

•

Click a user or profile to display its details in the Details pane.

•

Click the appropriate arrow to hide or open the Contents pane (shown below).

•

Select an option in the Contents pane. When the Contents pane is hidden, use the Scroll buttons located at the top of the Details pane to navigate the Contents list and display the next/previous item.

Defining User Name Format You can define the format in which all user names are displayed. This includes the order of the names (first, middle, last or last, first) and the separator used between each name. The settings you select apply wherever user names are displayed in your system, including in new printed reports. Reports created prior to changing display names remain unchanged. Changing the order of user display names takes effect immediately. There is no need to restart a server or to log off and log in again to NICE Perform.

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Contents Pane Highlights

EXAMPLE:

John Doe Doe, John Doe, John Jay Doe - John

To change user name format: 1.

Select Organization and then click the Settings tab. Expand the Display section. Expand

2.

In the Full Name area, select the parts of the name to be displayed. To change the order of the names, use the up and down arrows.

3.

In the First Separator and Second Separator fields, enter separators to appear between the first and second, and between the second and third names. To leave a space between names, leave the appropriate box blank.

4.

Click . Changes take effect immediately. Reports that have already been created and saved, will not be changed.

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Contents Pane Highlights

Showing/Hiding Deleted Users Details in the Users Administrator TIP: For additional information on the status of deleted users, see Deleting a User Definition on page 92.

Users who are deleted from the Organization can still be displayed in user lists. Showing deleted users allows you to select them as query criteria and to play back their interactions. A retention period is defined for deleted users. This is the period of time during which a user is considered a deleted user. The retention period is defined once for all applications except for the Reporter. It is defined separately for the Reporter application. Defining to show or hide deleted users is application-specific. For example, you can select to hide all deleted users in the Users Administrator application and to show all deleted users in the PBO Requests application. In the Organization settings, you define the show/hide status for the Users Administrator, and the retention period for all applications. Changing the show/hide option takes effect immediately. There is no need to restart a server or to log off and log in again to NICE Perform. IMPORTANT User records are never actually deleted from the User database, even if they are not currently shown, or not within the defined retention period. EXAMPLE:

Betty is deleted from the Organization on January 1. The retention period for All applications is 3 months. For Reporter it is 12 months. In applications where Show Deleted Users is selected, Betty will appear in the Users list until March 31. In the Reporter, Betty will appear until December 31. For Betty to appear in April, change the Retention period for All applications to 4 months.

To show/hide deleted users: 1.

Select Organization and then click the Settings tab. Expand the Display section. Expand

2.

To show deleted users in the Users Administrator, select the Show deleted users details in Users Administrator checkbox. Chapter 1: Introducing the Users Administrator

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Contents Pane Highlights

-or-

To hide deleted users in the Users Administrator, clear the Show deleted users details in Users Administrator checkbox. 3.

To allow deleted users to appear in other applications: a. Select the Deleted users retention period checkbox. b. Define for how long a deleted user will appear in other applications. The retention period for the Reporter application can be defined separately from all other applications.

User records will never be deleted from the User database, even after this retention period. The maximum value for retention period is 99 months. 4.

Click . All deleted users will be shown/hidden in all areas of the Users Administrator application as indicated.

5.

In other applications, select the Show Deleted Users checkbox to display the users deleted within the retention period.

Show deleted users checkbox

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Details Pane Highlights

Details Pane Highlights The Details pane is where the details of your selection from the Folders/Contents pane appears. You can edit most details directly in the Details pane.

•

Click

after each change.

•

Click

to undo all changes since your last save.

•

In the users details view, click displayed the user details.

•

If the Details pane contains a list of users, groups, or profiles, double-click an item to open its details.

to return to the group (or all users list) from which you

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Blank page for double-sided printing.

2 Overview and Getting Started NICE Perform is designed to enable your users to record, play back, and store your employee’s interactions. Agents (traders) whose interactions are recorded must be defined in the NICE Perform system. Permission, in the form of privileges, are required by all users who will be using NICE Perform applications in any manner. This includes the functions mentioned previously as well as setting recording schedules, creating reports, and managing the user database and other resources.

Contents Overview of NICE Perform Hierarchy ........................................................................... 28 What is an Organization?............................................................................................... 30 Who are the Users? ........................................................................................................ 31 How are System Users Authenticated? NICE Perform vs. Active Directory .............. 32 Which Agent Identification Should I Use? Agent ID vs. Extension............................. 33 User Details and Profiles............................................................................................ 34 What is a Group? ............................................................................................................ 37 Rules of Group Hierarchy........................................................................................... 37 Displaying Group Details and Profiles........................................................................ 38 What is a Profile? ...........................................................................................................40 Rules of Profile Inheritance ........................................................................................ 40 Displaying Profile Privileges....................................................................................... 42 Defaults Provided with NICE Perform........................................................................... 43 Getting Started Workflow............................................................................................... 46 About Imported User Databases ................................................................................... 47

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Overview of NICE Perform Hierarchy

Overview of NICE Perform Hierarchy The Users Administrator gives you the ability to create a dynamic hierarchy for agent/trader (and thereby interaction) access. The following diagram illustrates the general flow for assigning privileges to users. The flow of profile assignment can vary from that shown below. Users: Agents and System Users Privileges Privileges Privileges

Profile

rec

Inherited Privileges om men d

ed

Group

Manager

Each employee must be defined as a User. There are two types of users: System Users and Agents (Traders). Each employee can be defined as one or both types of users. System Users are users who log in to and use NICE Perform applications. System users can be

given permission to set up recording schedules, playback interactions, and manage other users in the system. System users whose interactions are recorded must also be defined as agents. Agents (Traders) are users whose interactions are recorded. This includes traders, brokers, or back office personnel. All agents are recognized by one or more unique ID’s. The method of assigning a unique ID varies with each system and are described in Which Agent Identification Should I Use? Agent ID vs. Extension on page 33. Traders may not be aware that they are connected to a NICE Perform system. Traders who access any of the NICE Perform applications, such as Playback Organizer, must be defined as system users. Groups of users (system users and/or traders) can be created. This allows you to assign the same

profiles to a group of users or to include a group of agents in a profile, giving the receiver of the profile access to all of the group’s agent’s interactions. Each group can have one or more managers (supervisors). A group’s managers can be assigned different profiles from the group’s members, giving them privileges over the group’s members. Profiles are created and attached to groups or users. Each profile is a set of privileges to different applications or groups and users.

To use an application in the system and to access trader’s interactions, a user must be defined as a system user and be assigned a profile containing the necessary privileges. Profiles can be attached to a group or directly to a user. Profiles that are attached to a group are inherited by all the group’s members. About Privileges Privileges are assigned by creating a profile which contains a set of privileges. The profile is

attached to the users who are to receive its privileges. If the privileges of a profile change, all the users who have that profile are automatically affected. Profiles can be attached either to an entire group, just its managers, or to individual users. Profiles are simplest to track when attached at group level.

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Overview of NICE Perform Hierarchy

System users must be given privileges for the following:

•

The applications they will be using and the tasks within each application that they require.

•

The users (traders and/or system users) they are managing. Do this through a group.

•

The reporter categories for reports they will manage.

•

The Query folders for queries they will edit or run.

•

The Data fields they need to view. NOTE: NICE Perform comes with a predefined profile to view and query the most common data fields. It is called Basic Columns and is attached to the All Users group. Add additional query and edit privileges in a separate profile as needed.

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What is an Organization?

What is an Organization? NICE Perform consists of one organization. The structure of your organization can be viewed in the folders pane. It is the root of your folders list. Password and security options are set at organization level. See Customizing Organization Settings on page 105. Some password and security options can be overridden at individual user level. See Customizing a System User on page 80.

In the Users Administrator, your organization is divided into the following hierarchy: All Users

A single master folder which gives you direct access to all the users in your system. Profiles with the most basic privileges can be attached at this level. Example: Give each user the privilege to playback their own interactions: Create a profile giving this privilege to the Self user and attached it at this level.

Groups

Contains all groups and their subgroups.

Profiles

Contains all profiles for the system.

Search

Search criteria and results.

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Who are the Users?

Who are the Users? All users in the system, from the lowest to the highest hierarchical level, must be entered as a user. A user can be a system user and/or a trader. System users are users who have access to NICE Perform applications and resources. They

manage and supervise other users and the system. System users log in to NICE Perform applications using a unique login ID. For an overview of the different methods of identification, see How are System Users Authenticated? NICE Perform vs. Active Directory on page 32. Agents (Traders) are users whose interactions can be recorded, stored, and played back. Each Agent (Trader) must be uniquely defined in the system. For an overview of the different methods of identification, see Which Agent Identification Should I Use? Agent ID vs. Extension on page 33.

The system comes with several predefined users. For a list and descriptions of all predefined users, see Default Users on page 43. NOTE: To allow an agent to log in to applications the agent must be defined as a system user with appropriate privileges.

A user created in the system can appear in one or more of the following places within the Users Administrator: Group Member - allows the user to receive profiles assigned to the group and to be managed as

part of a group. Group Manager - allows the user to receive profiles over a dynamic group of users. User Listed as a Resource List of a Profile - defines a user as an entity in a profile. A user

defined as an entity within a profile does not receive permissions of the profile. As an entity within a profile, this user’s interactions can be recorded, played back, evaluated, or calibrated by the system user allocated this profile. TIP: Add users to groups and then add the group to a profile. Creating groups with members and managers allows you to attach profiles to a job position instead of directly to a user. Thus employees can move between groups or change positions and always receive the privileges required for their position.

EXAMPLE:

Trader Tom is listed as a resource in the ‘Manager’ profile in the user resource list with view and play privileges selected. The ‘Manager’ profile includes privileges for the Playback Organizer application. System User Sue has the ‘Manager’ profile. Sue can now play back Tom’s interactions. Given this profile, Sue has the combined privileges for Playback + Tom. Tom does not benefit directly from this profile.

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Who are the Users?

How are System Users Authenticated? NICE Perform vs. Active Directory System User Authentication is the process of identifying System Users who try to log in to NICE Perform applications. The NICE Perform system must determine the authenticity of the user login name. The NICE Perform system users can be configured to be authenticated in one of two ways:

•

NICE Perform Authentication - Each system user is defined in the NICE Perform system by a unique login name. The user uses this login name, and the password defined with it, to log

in to the NICE Perform system.

•

Active Directory Authentication - NICE Perform interfaces with Windows Active

Directory Authentication. Each system user is defined in the Active Directory at your site by a unique Windows User Name and Domain. The user is then defined in NICE Perform with the exact same Windows User Name and Domain. NICE Perform uses the values in the Active Directory to authenticate each system user. In this environment, you do not define an additional login name and password in NICE Perform, since the user’s actual Windows User Name and password defined in the Active Directory are used to log in to NICE Perform. The link between NICE Perform and the Active Directory is according to Domain and Windows User Name. These must be unique for each user. (Duplicate Windows User Names are allowed if they are in different domains.) Passwords are according to the Active Directory. A user, defined in NICE Perform that is not in Active Directory, cannot log in to NICE Perform. A user, defined in Active Directory and not in NICE Perform, cannot log in to NICE Perform.

Active Directory System User Highlights In an Active Directory environment, there are several additions/modifications to the standard interface. The System user is defined in the following places. User Details

In the Active Directory environment, the System User tab is hidden and the User is a System User checkbox is located in the General tab. This is because login information and password policy are defined in the Active Directory. This is where the System User’s identification is defined

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Who are the Users?

All Users Group Details

The General tab of the All Users branch features a Validate button. You can select users and then click the Validate button to confirm whether the selected user’s identification is valid in the Active Directory. Validate will not create a user definition in Active Directory. It will only confirm whether the selected user’s identification (Windows User Name and Domain) exists in Active Directory. An invalid user definition indicates that the Windows User Name/domain combination defined in the Users Administrator is not found in Active Directory. This user will not be able to log in to NICE Perform.

Domain was not defined

Invalid User

Valid User

The validation results are shown only while this view is displayed. If you switch views (open a user definition) and return to this view, the validation results will not appear. Organization Branch

In the Organization branch, there are the following changes from the standard interface for Active Directory authentication environment:

•

Security tab - removed tab because the password policy is determined by the Active

Directory.

•

Settings tab - the Security Options section does not appear because it is determined by the

Active Directory.

•

Domains tab - appears so that you can define the available domains for your user definitions.

Which Agent Identification Should I Use? Agent ID vs. Extension NOTE: Agent Identification method is determined by your site configuration. To determine your site configuration, consult your site system administrator.

Each agent must be defined with a unique Agent Identification value, which links each agent to his or her own interactions. Depending on your site configuration, this unique Agent Identification may be defined as Agent ID or Extension. In addition, when performing screen recording at sites comprised of multiple branches, you must define the Agent Identification for Screen Recording value. This section provides an overview of each of these agent identification values.

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Who are the Users?

Agent ID

Each agent (trader) must have a unique Agent ID for NICE Perform, separate from the Windows ID. An agent ID cannot be more than 32 characters. Agents must log in at the beginning of their shift and log out at the end of their shift. Login can be done via the agent’s telephone receiver or computer screen. Once an agent logs in, all interactions made from that telephone and/or computer are attributed to the agent until logout. In sites with more than one switch, an agent can have more than one Agent ID. In some sites, the Windows username is used for agent identification. The agent logs in to Windows and is automatically identified by NICE Perform. In this case, when defining an agent in the Users Administrator, enter the same unique ID in both the Windows User Name and the Agent ID fields. Agent ID is popular in contact centers where many agents are using the same station on different shifts and where one agent may work from a different station on each shift. Extension

Each agent (trader) is assigned a single telephone extension. All interactions via the extension are attributed to agent. Extension identification is popular in banks and on trading floors where agents (traders) always work from the same location. An extension ID cannot be more than 20 characters. Agent Identification for Screen Recording

In environments where screens from more than one branch are being recorded, to avoid duplicate users, define the Agent Identification for Screen Recording value (Agent tab). This value represents a unique branch at your site is defined unique per site. Users Administrator associates this value with your Windows username, creating a unique user for every user defined in your system. For more information, see Branch Site Support in the NiceScreen Installation Guide.

User Details and Profiles User details are displayed in the Details pane of the main window. They are divided into five sections, each accessible by clicking the appropriate tab. System User tab is hidden in the Active Directory environment

General

Includes the user’s personal details and a list of all the groups to which the user directly belongs.

Details

Contains personal data such as hire date, department, and job position codes. This information is used for reporting and querying purposes.

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Who are the Users?

System User Used to define the user as a system user. System users can log in to NICE

Perform applications according to their privileges. In the Active Directory environment, the System User tab does not appear. In this environment, you define a user as a system user in the General tab. Used to define the user’s identity - associated by Switch ID or Extension. Agent’s interactions are recorded by NICE Perform.

Agent

The Agent Identification field enables you to define a unique identifier for your site. This option is only necessary when defining agents for a multibranch site, and screen recording is performed at multiple branches. This value ensures that each agent is uniquely identified. For more information about multibranch sites, see Branch Site Support in the NiceScreen Installation Guide. Includes a list of all profiles attached to the user (directly and inherited). Allows you to view all profile privileges in combination.

Profiles

To display a user’s details: 1. In the Folders pane, click All Users. A list of users appears in the Contents pane and in the

Details pane. 2. Double-click a user’s name. The user’s details appear in the Details pane. 3. In the Profiles list, select one or more profiles. Then click

.

The combined privileges from all selected profiles are shown in the Profile Privileges area.

Select one or more profiles

Direct Profile Click Show Privileges

Inherited Profile

View results here

NOTE: If No Profile Assigned appears in the Profile Privileges title bar, it means you did not select a profile, or you did not click Show Privileges, or the profiles selected are empty and do not contain any privileges.

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Who are the Users?

TIP:

•

When you click All Users in the Folders pane, group details for all the users appear in the Details pane. ‘All Users’ is considered a group and profiles can be attached system-wide at this level.

•

Use the scrolling arrows located at the top of the Details pane to navigate the Contents list and display the next/previous user’s details:

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What is a Group?

What is a Group? A group unites users for the purpose of attaching the same profiles to all the users, and/or to allow them to be managed by the same manager(s). Profiles attached to a manager of a group, give the manager privileges over the group’s members. TIP: Add users to groups. Creating groups with members and managers allows you to attach profiles to a job position instead of directly to a user. Thus employees can move between groups or change positions and automatically receive the privileges required for their position.

Groups can be used in the following ways:

•

Create groups whose members all need to receive the same profiles (privileges).

•

Create groups whose members all need to be attached to the same profile as a resource. These groups do not necessarily need to have any profiles of their own.

EXAMPLE:

Supervisor Steven wants to record all the calls of all agents (from various departments) who work on the midnight shift. Do the following: 1. Create a group with all the traders on the midnight shift as members. You do not have to assign a manager. Call this group Midnight. 2. Create a profile with the Midnight group added as resource and select the Record All Calls on Members privilege. Call this profile Record Midnight. 3. Attach the Record Midnight profile to Steven. Note: This profile does not include privileges to PBO Requests - do these separately.

Rules of Group Hierarchy •

A user is the lowest hierarchal level.

•

Users united in a group become members of the group.

•

A user can be a member in more than one group.

•

A group can have one or more managers. All managers of a group are equal.

•

Managers have equal managerial status over their direct group and over all users in all subgroups of the group (including the subgroup’s managers).

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What is a Group?

•

A manager of a subgroup is a considered regular group member of all higher level groups, (i.e., all members and managers of all subgroups appear in one flat layer).

EXAMPLE:

Referring to the group structure shown below, Mary is a manager of Group 2.

The following occurs: All members of Groups 2 and 3 become members of Group 1. Thus, Mary becomes a member of Group 1 (not a manager of Group 1). All members of Group 3 become members of Group 2. Thus, Mary becomes a manager over the members of Group 3. Mary does not inherit the managerial profiles from Group 3, only those from Group 2.

Displaying Group Details and Profiles Group details are displayed in the Details pane of the main window. They are divided into three sections, each accessible by clicking the appropriate tab.

General

Includes a list of all the users who belong to the group. (Including all users in the group’s subgroups.)

Profiles

Includes a list of all profiles attached to the group.

Managers Profiles

Includes a list of all profiles attached to the groups managers.

To display a group’s details: 1. In the Folders pane, expand the Groups folder and select a group.

Group details are displayed in the Details pane. TIP: All the users from the selected group and all its subgroups appear in the contents pane. You can double-click a user in the contents pane or in the details pane to switch to the user’s details. 2. Click the Profiles or Managers Profiles tab. 3. In the Profiles list, select one or more profiles and click

.

The combined privileges from all selected profiles are shown in the Profile Privileges area.

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What is a Group?

Click Show Privileges Select one or more profiles Direct Profile Inherited Profile View results here

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What is a Profile?

What is a Profile? A profile is a set of privileges. You create profiles containing privileges to different parts of your system and/or to users within your system. By attaching a profile to a user or group, the user receives the privileges defined in the profile. Profiles attached to groups are inherited by all members of the group. See Rules of Profile Inheritance on page 40. Profiles should be created with job positions in mind. When the privileges of a profile are changed, the change automatically filters through to everyone in the system who has that profile. (Whether it was acquired directly or inherited.) EXAMPLE:

The Compliance profile includes privileges for playing back interactions. The entire Compliance department has this profile. You add the privilege to create lists to the Compliance profile. The entire Compliance department now has the privilege to create lists. NICE Perform is packaged with several predefined profiles. You can use these profiles as is, modify them, or create your own. Predefined profiles are described in Defaults Provided with NICE Perform on page 43. Direct and inherited profiles can be identified by their icons: Direct profile

Inherited profile

Profiles can only be removed at the level at which they were directly attached.

Rules of Profile Inheritance Profiles can be attached in one of three places:

•

A profile attached on the profiles tab of a user definition is received by only that user and is directly acquired.

•

A profile attached on the profiles tab of the group definition is received by all members of the group (including its managers) and its subgroups. This is called an inherited profile. It appears on the Group’s profiles tab as directly attached. On the group’s managers profiles tab and on each individual user’s profile tab, it appears as inherited.

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What is a Profile?

•

A profile attached on the managers profiles tab of the group definition is received by all direct managers of the group (not by the managers of its subgroups). It is an inherited profile and follows the rules of inherited profiles. See Rules for Inherited Profiles on page 41.

EXAMPLE:

Referring to the group structure shown below, the profile called Playback is attached on the Profiles tab of Group 2.

The results are as follows: Group 1 - does not inherit the Playback profile. Group 2 - all members and managers inherit the Playback profile. Group 3 - all members (this includes managers) inherit the Playback profile. The Playback profile appears with the direct profile icon only on the Profiles tab of Group 2. This is from where it can be removed. On all other profile tabs (groups, managers, and individual users) it appears with the inherited profile icon. TIP: Attach all profiles (user’s and manager’s) at group level and not directly to users. This way, if users move between groups, or managers change, everyone will have the correct privileges. An exception to this rule would be if you need to maintain contact with a specific employee as might be the case with a new trainee program. Rules for Inherited Profiles

•

An inherited profile can only be removed at the level from which it was attached.

•

If a user is removed from a group, all profiles inherited from that group are removed from the user. Profiles attached directly to the user, remain.

•

A user who is added to a group as a group member, automatically inherits all profiles on the profiles tab of the group definition. This includes both inherited and directly attached profiles.

•

A group member made into a manager of the group, automatically inherits all profiles on the managers profiles tab of the group definition. This includes profiles that the group inherited and profiles that were directly attached to the group.

EXAMPLE:

The Equities group has a profile called Playback. Agent Timothy, a new employee is added as a member to this group. Timothy automatically inherits the Playback profile.

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What is a Profile?

Displaying Profile Privileges Profile details are displayed in the details pane of the main window. The Profiles Privileges section is divided into the following categories: Users Groups Applications Interaction Data Reporter Categories Query Folders To display a profile’s privileges: 1. In the Folders pane, click Profiles.

A list of all the profiles appears in the Contents pane and in the Details pane. 2. Double-click a profile.

The profile’s details appear in the details pane. TIP: Use the scrolling arrows to navigate the Contents list and display the next/previous profile’s details:

3. To display privileges, in the Profiles Privileges area, expand a category and select an entry.

All available privileges appear in the right-hand Privileges for section.

The number that appears in parenthesis next to each category name reflects how many entries appear for that category. The profile may or may not have privileges for each entry. EXAMPLE:

Groups (2) shows that there are 2 groups in this category. Expand the Groups category and you will see ‘Any Managed Group’ and ‘All Users’ (even if they have no privileges selected). Add a group to the profile, assign some privileges to it, and save the profile. The category title becomes Groups (3). TIP: If No Profile Assigned appears in the Profile Privileges title bar, the profile selected is empty and does not contain any privileges. Chapter 2: Overview and Getting Started NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Defaults Provided with NICE Perform

Defaults Provided with NICE Perform To start you off, your system includes several predefined users, profiles, and other settings. Some can be edited. All are described below. WARNING Predefined profiles can be modified by a system user at the site. Therefore, the actual privileges that appear for your predefined profiles can vary from their original settings. The privileges included in each predefined profile appear in the tables in Profile Privileges on page 125. Default Users User Basic Recordings - In a Total Recording environment, some interactions may be inserted

into the database via the Total Recording System (in case of a CTI failure). These interactions lack CTI parameters, such as Agent Name and Number of Holds. These interactions are attributed to the default user called User Basic Recordings. To query or play back these interactions, the user will need permission to access the user called User Basic Recordings. Superuser NICE - This user is defined as a system user and cannot be removed from your system. This user has one profile attached directly to it, the predefined profile called Superuser. Superuser cannot be removed from Superuser NICE. By default, its login name is nice and its login password is nice. The login password can be changed. A user logging into the system as

Superuser has complete access to the entire system and all its users. This user should only be used by the highest level administrator. In an Active Directory environment, when you log in with the Administrator user name, it is automatically linked to Superuser NICE. User Unmapped - This User is defined as an agent (trader). Sometimes a technical failure occurs and interactions enter the database lacking basic information such as Extension or Agent ID. These interactions therefore cannot be attributed to an agent. Instead, they are attributed to the default user called User Unmapped. To query or playback these interactions, the user will need permission to access the user called User Unmapped. Default Profiles Superuser - Allocates complete privileges to the entire system and all its users. It is attached to Superuser NICE and cannot be removed. It can be attached to other users or groups in your

system. This profile should only be given to the highest level administrator. You cannot open the details view of Superuser, therefore it will not appear in the search results of a Quick Search. The predefined profile Administrator/IT is identical to the Superuser profile, however it can be modified if needed, to remove some privileges. Administrator/IT - This profile is identical to the Superuser profile. However, it can be

customized to your site by removing some privileges. Security Administrator - Provides privileges for managing site password security for System

Users.

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Defaults Provided with NICE Perform

Basic Columns - A profile that includes view and query privileges to the most common data fields. It is attached to the All Users group. This means that all users in your organization tree will

have view (and some query) privileges to most data columns. You can remove this profile and attach it to a smaller group of system users. However, removing this profile might limit some functionality, such as evaluations, which requires access to transparent key data columns. Compliance - The compliance officer approves requests for playback/tape. When approving a request, the compliance officer determines whether the trader will play back the interaction independently (a PIN code is sent to the trader) or whether the trader must listen to the interaction together with the compliance officer (in a conference call). NOTE:

•

The compliance officer’s approval in the compliance flow is optional and can be defined by assigning playback privileges. See Playback Workflow Privileges on page 132.

•

Playback via conference is optional and can be defined via the general privileges for the site.

•

A compliance officer receives an email notification each time a request awaiting compliance is generated by a user in one of the compliance officer’s groups or subgroups. This enables the compliance officer to focus on the requests that require his or her immediate attention.

•

Depending on the defined compliance privileges, a compliance officer can view the list of incoming requests for the entire trading floor or for the officer’s groups and subgroups in the in the Incoming Requests tab.

The compliance officer can also extend a playback availability period, delete calls and play back interactions from his or her desktop. Manager - The trading desk manager can initiate requests for playback/tape for any user in his or her groups and subgroups. In addition, the trading desk manager approves playback and tape requests for the traders in his or her groups and subgroups. After the trading desk manager approves a playback/tape request, the request is forwarded to the compliance officer. NOTE: The desk manager’s approval in the compliance flow is optional and can be defined by assigning playback privileges. See Playback Workflow Privileges on page 132. Trader - The trader can request playback and/or a tape. After the trader receives approval, the

trader can play back a call within a defined playback availability period. This role is intended for traders, trading floor staff and back office personnel. Other Default Settings nice nice - nice is the login name and nice is the login password for Superuser NICE. The login password can be changed. In an Active Directory environment, use the Administrator Windows user name and password defined in the Active Directory. It is automatically linked to Superuser NICE.

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Defaults Provided with NICE Perform

All Users - By default, the Basic Columns profile is automatically connected to the All Users

group. This means that all users in your organization tree will have view (and some query) privileges to most data columns. You can remove this profile from All Users and attach it to a smaller group of system users. However, removing this profile might limit some functionality which requires access to transparent key data columns. Self - A special type of user. Anyone who receives a profile including privileges for Self, acquires these privileges for themselves only. Assign privileges to the Self user that you want to give many users for themselves. Attach this profile to a large group and all its users will acquire these privileges. Giving privileges to the Self user eliminates the need to create a separate profile for each user. EXAMPLE:

Create a profile called ‘Record and playback myself’. Include in it, for the Self user, privileges to view, query, play, record all calls, and record. Attach this profile to the All Users groups. Each agent who is also a system user in your organization will be able to play back and record their interactions if they have privileges to the relevant applications and interaction data fields. Users who are agents and not system users are unaffected by this profile. (Privileges to the interaction data fields are included in the predefined Basic Columns profile.)

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Getting Started Workflow

Getting Started Workflow Listed below are the steps needed to start building your employee database. As you work, you will encounter additional options available to further customize your system. Review these steps before you begin and familiarize yourself with the following basics.

•

Create profiles according to job position. Each profile should contain all the privileges necessary for one job position.

•

Create a group for each job position. Add the users currently filling the job position to the group as members. Even if this means creating a group of one user.

•

Attach profiles to groups and not directly to users.

By setting up profiles according to job positions, you make your organizational structure modular and easy to work with. Users changing job positions will automatically receive the profiles necessary for their new position. You will be working with job position titles instead of having to recall which employee is currently filling each position. Login and Security options are set at the Organizational level. You can view and/or customize these settings at any time. See Customizing Organization Settings on page 105. NOTE:

•

Profiles, users, and groups are interrelated. You can work in any order that suits your needs. You will find that initially you will have to work back and forth to complete the cycle. The following workflow is provided as a guideline for getting started. Example: You can create all the users and then create groups adding the users to the groups as you create them, or, you might prefer to set up a shell of your organization by creating groups without users and then add the users to the groups as you add them to the system.

•

NICE Perform provides the ability to import user databases. See About Imported User Databases on page 47 for more information.

To start working: 1. Create Profiles. Each profile contains a set of privileges. Create a profile for each job

position. See Profiles on page 49. 2. Define Users. See Users - Agents, Traders, and System Users on page 71. 3. Create Groups. Create groups according to job positions and work groups. Place users in

groups. See Groups on page 95. 4. Assign Group Managers. See Defining a Group Manager on page 102. 5. Go back to the Profiles and add the Groups you just created to the profiles. See Changing

Profile Privileges on page 62. You will have to work back and forth between the Groups and Profiles to complete the cycle. 6. Attach profiles to groups and to group managers. See Attaching Profiles to Users, Group

Members, or Group Managers on page 66.

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About Imported User Databases

About Imported User Databases NICE Perform provides the ability to import vast amounts of user information using a Work Force Management system (WFM). This process is described in detail in the System Administrators’s Guide. The system differentiates (by an internal identification process) between users and groups that were entered into the system via the Users Administrator (manually) or via the Importer (imported) from a source file. Your user database is comprised of both sets of users/groups. The following limitations and restrictions apply to imported users and groups:

•

The hierarchy of imported groups cannot be changed in the Users Administrator. The drag-and-drop technique of moving groups around the Organization tree will not work.

•

An imported group cannot be added as a subgroup to a manual group.

•

A manual group can be added as a subgroup to an imported group.

•

If an imported group is deleted, all of its subgroups are deleted, including any manually added subgroups.

•

Imported user and group definitions can be edited manually. However, if another import process, with the user’s or group’s definition, runs, the manual changes will be lost.

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Blank page for double-sided printing.

3 Profiles A profile is a set of privileges. You create profiles containing privileges to different parts of your system and/or to users within your system. By attaching a profile to a user or group, the user receives the privileges defined in the profile.

NOTE: NICE Perform has several predefined profiles. They are described in Defaults Provided with NICE Perform on page 43.

Contents Guidelines for Creating and Attaching Profiles........................................................... 50 Before you Begin ............................................................................................................ 52 Creating a New Profile ................................................................................................... 54 Changing Profile Privileges ........................................................................................... 62 Attaching Profiles to Users, Group Members, or Group Managers........................... 66 Deleting a Profile ............................................................................................................ 69

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Guidelines for Creating and Attaching Profiles

Guidelines for Creating and Attaching Profiles Use the following guidelines when creating and attaching profiles.

•

Work with groups, not directly with users. Create a group for each job position and add users to groups. Even if a group has only one member. This allows you to work according to job positions and makes your system more modular.

•

Attach profiles to groups and not directly to users.

•

When adding users to a profile as a resource, add them as a group instead of directly.

•

Use the following tips: Tip

Example

•

When you make changes to a profile, the change automatically filters through the system to all users who have this profile. This includes users who do not appear in your All Users list but are part of the system at a different level.

A management decision was made that all employees with access to the Users Administrator should be able to edit the system lists used on the User’s Details tab. Edit the profile with privileges to the Users Administrator to include privileges to the Lists Editor (where system lists are created and maintained). All users who have this profile (directly or inherited) will automatically receive permission to use the Lists Editor.

•

If the profile includes a group as a resource, as users are added to or removed from the group, the profile automatically encompasses them.

Tom has a profile that includes privileges to playback interactions from group A. Agnes is a new employee and is added as a member to group A. Tom now automatically gains privileges to playback Agnes’ interactions. Betty was in group A and moved to group B. Tom can no longer playback Betty’s interactions.

•

You must have access to data and users in order to see results in the applications.

To view interactions for all agents in a group, you must have privileges that include: View and query privileges for the Group. Using query in the appropriate application. View and query privileges for the Interaction Data fields you want to view, such as Agent ID and interaction start and end times. (These are included in the predefined Basic Columns profile.)

•

The predefined profile, Basic Columns, gives most users access to the interaction data fields needed.

For a full description, see Defaults Provided with NICE Perform on page 43.

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Guidelines for Creating and Attaching Profiles

Tip (Continued)

Example

•

Profiles work in combination.

You receive privileges to view agents from one profile, and privileges to playback interactions from another profile. You can then playback the agents’ interactions.

•

Agents and System Users do not automatically have privileges for their own interactions such as playback or record. They must be given privileges to use the applications and permission to view themselves. (Agent who will be playing back or recording their own calls must be defined as system users to be able to use the appropriate applications.)

Create a profile called ‘Record and playback myself’. Include in it, for the Self user, privileges to view, query, play, record all calls, and record.

A special type of user, called Self, exists in your system. Anyone who receives a profile including privileges for Self, acquires these privileges for themselves only.

Note: Without Self, you would need to create a profile with access to Tom and attach it to Tom, and one with access to Sue and attach it to Sue, etc. Using Self, you can create one profile and attach it to the persons who need privileges to themselves.

Attach this profile to the All Users groups. Each agent who is also a system user in your organization will be able to playback and record their interactions if they have privileges to the relevant applications and interaction data fields. Users who are agents and not system users are unaffected by this profile. (Privileges to the interaction data fields are included in the predefined Basic Columns profile.)

Assign privileges to the Self user that you want to give many users for themselves. Attach this profile to a large group and all its users will acquire these privileges. Giving privileges to the Self user eliminates the need to create a separate profile for each user.

•

The Reporter Categories and Query Folders privileges have a unique option to assign privileges to All. A user having privileges to All, immediately acquires privileges to new Reporter Categories or Query Folders as they are added to your organization.

You have installed and are using User Administration Reports. You add Audio Analysis Reports to your organization. All users with privileges for the All Reporter Categories will automatically receive privileges for the Audio Analysis Reports. It is not necessary to add these privileges separately.

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Before you Begin

Before you Begin Before you start the New Profile wizard, have the following information ready: Item

Notes

Profile name and description

This profile name appears in the Organization tree and is used to identify the profile. Give it a meaningful name.

Users

The users who will be managed by this profile. Self - Any user who receives this profile, receives its privileges for themselves. Giving privileges to the Self user eliminates the need to create a separate profile for each user. EXAMPLE:

You want to give Agents John, Tom, and Sue privileges to play back their own interactions. Create a profile for Self with these privileges and create a group that includes John, Tom and Sue. When you attach the profile to the group, all agents in the group can play back their own interactions. Groups

The groups that will be managed by this profile. Any Managed Group - When this profile is attached to a

manager, all privileges apply to all groups managed by the manager. Thus, if a system user is a manager of two different groups and receives this privilege from one group, it will apply to the second group as well. EXAMPLE:

Tom is a manager of group A and group B. The profile containing privileges to Any Managed Group is attached to the managers of group A. Tom now has the same privileges to group B. If his managerial status for group A is removed, he loses his privileges to group B. All Users - Receive privileges over the all users group. Applications

The applications relevant to this profile and the specific privileges allowed for each application.

Interaction Data

The data fields from within the databases relevant to this profile and the privileges allowed for each. TIP: The Basic Columns profile includes the most needed data fields. This profile is attached to All Users and is sufficient for most cases. For more information, see Defaults Provided with NICE Perform on page 43.

See the Interaction Data Reference Guide for an itemized description of the interaction data fields.

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Before you Begin

Item (Continued)

Notes

Reporter Categories

The categories for the Reports to which privileges are required. The following special option is available: All - Privileges are automatically applied to all current Reporter categories and to all new Reporter categories whenever they are added.

Query Folders

The Query folders that will be managed and accessible by this profile. The following special option is available: All - Privileges are automatically applied to all current Query folders and to all new Query folders whenever they are added.

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Creating a New Profile

Creating a New Profile Use the New Profile wizard to create new profiles. To start the New Profile wizard: 1.

In the Folders pane, click the New dropdown arrow and select New Profile. The New Profile wizard starts.

2.

Click Next. The Profile Name window appears.

3.

Enter a Profile Name and a brief description and click Next.

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The Profile Privileges window appears.

Add Resource

4.

You can add privileges to Users, Groups, applications, data fields, Reporter Categories, and/or Query Folders now, or save the profile and add privileges later. Proceed as follows (do as many of the following steps as necessary):

• To add privileges for Users or Groups, complete Step 5 on page 56. • To add privileges for Applications, complete Step 6 on page 57. • To add privileges for Reporter Categories, complete Step 7 on page 57. • To add privileges for Query Folders, complete Step 8 on page 58. • If necessary, add privileges for Business Data. See Assigning Privileges for Business Data Fields on page 60.

• To save the profile and add privileges later, proceed to Step 9 on page 59. NOTE: NICE Perform includes a predefined profile called Basic Columns. The Basic Columns profile contains privileges to the most used data fields. This profile is sufficient for most uses. For more information, see Defaults Provided with NICE Perform on page 43. You attach it to users/groups in a separate procedure. If privileges to additional columns are required, see Changing Profile Privileges on page 62.

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Creating a New Profile

5.

Add privileges for Users or Groups as follows: a. Click Add Resource and select Add User or Add Group. The Select User or Select

Group window appears.

b. Expand the All Users or Groups folder and move users or groups to the Available Items list and then to the Select Items list. Then click OK to close the window.

The select users/groups appear in the Profiles Privileges window.

Select privileges for each user before you click Next

c. One at a time, select each user or group and select the relevant privileges. For a

description of each privilege, see User Privileges on page 128 and Group Privileges on page 130. Users/groups for whom you do not select privileges, will not be saved with the profile! d. After you select privileges for all users or groups, click Next to close the window.

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6.

Add privileges to the profile for Applications as follows: a. In the Resources area, click the Applications heading to expand the list.

b. In the expanded Applications list, click an application.

The application’s privileges appear in the Privileges for section.

c. Select the required privileges. (For a description of each privilege, see Applications

Privileges on page 135.) 7.

Add privileges to the profile for Reporter Categories as follows:

• Add privileges for all Reports Categories - Select All and select privileges. These privileges are automatically applied to all current Reporter categories and to all new Reporter categories whenever they are added. You do not need to add more Reporter Categories. -or-

Add privileges only for selected Reporter categories as follows: a. Click Add Resource and select Add Reporter Categories.

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b. In the Available Categories list, select report categories and move them to the area on the right. Then click OK.

Select privileges for each Reporter Category before you click Next

c. One at a time, select each reporter category and select privileges. d. After you select privileges for all reporter categories, click Next to close the window.

Reporter categories for which you do not select privileges, will not be saved with the profile! 8.

Add privileges to the profile for Query Folders as follows:

• Add privileges for all Query Folders - Select All and select privileges. These privileges are automatically applied to all current Query folders and to all new Query folders whenever they are added. You do not need to add more Query folders. -or-

Add privileges only for selected Query folders as follows: a. Click Add Resource and select Add Query Folders.

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b. In the Resource Tree list, select Query Folders and move them to the Selected Items list on the right. Then click OK.

Select privileges for each Query Folder before you click Next

c. One at a time, select each query folder and select privileges. d. After you select privileges for all query folders, click Next to close the window. Query

Folders for which you do not select privileges, will not be saved with the profile! 9.

When you are finished adding privileges, click Next.

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10. Click Finish. The profile is added to the system and appears in the details pane. You can now

attach this profile to groups or users. See Attaching Profiles to Users, Group Members, or Group Managers on page 66. Profile name appears here

Assigning Privileges for Business Data Fields Your system stores much information about each user and each interaction. To access information, the system user must be given a profile with privileges to access the required data fields. There are two types of data fields. They are called Interaction data fields and Business data fields. Interaction Data Interaction data fields are data fields that are included with your system, such as user name, agent ID, interaction start and end time, and recording channel. Your system is provided with a predefined profile for using these data fields. It is called Basic Columns. This profile includes view and query privileges to the most common interaction data fields. It is attached to the All Users group. This means that all users in your organization tree will have view (and some query) privileges to most interaction data columns. You can remove this profile and attach it to a smaller group of system users. However, removing this profile might limit some functionality, such as evaluations, which require access to transparent key data columns.

Business Data Business data fields are data fields that are available from your company site, such as customer

name and phone number. These are custom fields that differ for each organization. You must provide users with privileges to access them. They must be selected and defined by your site administrator using the System Administrator application in conjunction with the switch technicians. Once business data fields are defined for your site, you use the Users Administrator application to provide the relevant users with permission to access the business data fields.

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To give access to business data fields: 1.

Determine which business data fields were defined by your site administrator.

2.

Create a profile which includes privileges to the business data fields in the Interaction Data area. See Creating a New Profile on page 54.

3.

Attach the new profile to the relevant users. Attaching Profiles to Users, Group Members, or Group Managers on page 66. NOTE: In the relevant applications, display/access data as necessary. Example: In the Business Analyzer, use the Preferences window to display new fields.

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Changing Profile Privileges

Changing Profile Privileges You can add to or remove the privileges of a profile at any time. Any changes made to a profile are automatically filtered through the system to all users who have that profile. All changes take effect the next time a user logs into NICE Perform applications. Users currently logged in are not affected. NOTE: Profiles are updated internally in the system once every minute. A user logging in to the system before the update, will not receive the updated privileges. This scenario might occur if you add privileges to a user and then immediately log out and log in as the user with new privileges. Privileges that allow users to view other users are updated once every hour.

To add or change profile privileges: 1.

Open the Profile details. See Displaying Profile Privileges on page 42.

2.

To add privileges for Users or Groups: a. Click Add Resource and select Add User or Add Group.

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b. Expand the All Users or Groups folder and move users or groups to the Available Items list and then to the Select Items list. Then click OK to close the window.

The select users/groups appear in the Profiles Privileges window.

Select privileges for each user before you click Save

c. One at a time, select each user or group and select the relevant privileges. (For a

description of each privilege, see User Privileges on page 128 and Group Privileges on page 130.) Users/groups for whom you do not select privileges, will not be saved with the profile! d. After you have added privileges for all users or groups, click Save

. Users/groups for

whom you do not select privileges, will not be saved with the profile! 3.

To add privileges for Applications: a. In the Resources area, click the Applications heading to expand the list.

b. In the expanded Applications list, click an application. The application’s privileges appear in the Privileges for section.

c. Select the required privileges. (For a description of each privilege, see Applications

Privileges on page 135.) d. Click Save 4.

. You can repeat these steps to add more applications.

To add privileges for Interaction Data Fields (including Business Data): a. Click Add Resource and select Add Interaction Data.

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b. One at a time, select each data item and select the relevant privileges. For a description of

each privilege, see Interaction Data Privileges on page 149. c. After you have added privileges for all interaction data fields, click OK. 5.

To add Reporter Categories: a. Click Add Resource and select Add Reporter Categories.

b. In the Available Categories list, select report categories and move them to the area on the right. Then click OK.

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Select privileges for each data item before you click Next

c. One at a time, select each reporter category and select privileges. Reporter categories for

which you do not select privileges, will not be saved with the profile! d. After you select privileges for all reporter categories, click Save

. Reporter categories for which you do not select privileges, will not be saved with the profile!

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Attaching Profiles to Users, Group Members, or Group Managers

Attaching Profiles to Users, Group Members, or Group Managers Profiles can be attached either to individual users or to a group (All Users is a group and you can attach profiles to all the users by selecting All Users). By attaching profiles to groups instead of directly to users, you can assign privileges according to job positions. Users who are agents and not system users, do not benefit from profiles. When you create a group, you can attach profiles as part of the New Group Wizard, using the same procedures described below. Profiles attached to a group are inherited by all the group’s users or all the group’s managers, as designated. For full details, see Rules of Profile Inheritance on page 40. Attach all profiles (user’s and manager’s) at group level and not directly to a user. In this way, as groups grow and change, everyone retains the correct privileges. The wizard gives you the ability to copy a full or partial set of privileges from one group to another. This allows you to easily create two parallel groups. EXAMPLE:

Your organization is expanding. You will now have two groups of agents instead of one. You want to create a second group of agents with identical privileges as the original group. Select the Copy from other groups option, then select the profiles you want to copy. Profiles are attached using the Attach Profile wizard. The Attach Profile wizard starts automatically from within the New Group wizard, or you can start the Attach Profile wizard by clicking

in one of the following places:

•

Group details: Profiles tab. Attach profiles to all of a group’s members.

•

Group details: Managers Profiles tab. Attach profiles to all of a group’s managers.

•

User details: Profiles tab. Attach profiles directly to a single user. (This should be the

exception, not the rule.) To attach profiles: 1.

Start the Attach Profile wizard: Click

.

NOTE: If you are attaching profiles from within the New Group wizard, you do not do this step. The title bar of the wizard will be Set Members Profiles or Set Managers Profiles instead of Attach Profile. All three wizards are identical and you use the following procedure.

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The Attach Profile Wizard starts.

2.

Click Next.

3.

Select Select from the list of profiles , or Copy from other groups. Then click Next and continue according to your selection. NOTE: When you copy from another group, all of the other group’s profiles are listed. You can select to use some, or all of them.

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Select from the list of Profiles

Copy from other Groups

The Select Profiles window appears.

The Copy Profiles from Group window appears.

a.

b.

c.

In the Available Profiles list, select one or more profiles. The privileges for the combined Profiles are displayed in the Profiles Privileges area.

a.

In the Available Groups list, expand the Groups list and select a group. The Group’s profiles are listed in the

Click Next. A Summary of the selected profiles appears.

Profiles attached to the selected group list. (If you are attaching profiles

to a group’s members, the group’s member’s profiles appear. If you are attaching profiles to a group’s managers, the group’s manager’s profiles appear.) b.

Select one or more profiles. Then click Next. A Summary of the selected profiles appears.

c.

Click Finish.

Click Finish.

The profiles are attached to the user/group/managers. All copied profiles are directly attached to the group to which they are attached. (Including those that were inherited by the group they were copied from.) Profiles that are attached to group members (on the Profiles tab) are automatically inherited by the group’s managers (on the Managers Profiles tab).

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Deleting a Profile

Deleting a Profile When a profile is deleted from the system, all users who have this profile immediately lose its privileges. A user who is logged in to an application will not able to continue in the application. To delete a profile: 1.

In the Folders pane, click Profiles.

2.

In the Details pane, select the profile and click Delete Profile.

3.

Click Save

.

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4 Users - Agents, Traders, and System Users IMPORTANT In the NICE Perform system, all Traders are Agents!

All users recognized by the system, regardless of their status, must be added to the NICE Perform system. This includes Agents (Traders) whose interactions are being recorded, managers and supervisors using the applications (known as System Users), and maintenance personnel (add them as system users with limited access to other resources). NOTE: An agent (trader) in your system might never use any applications, or even be aware that NICE Perform is functioning, but must be added to the NICE Perform system in order to be recognized when recorded.

Contents Before you Begin ............................................................................................................ 72 Adding a New User ......................................................................................................... 73 Displaying User Details.................................................................................................. 80 Customizing a System User .......................................................................................... 80 Changing Login Name and Password........................................................................ 81 Changing Login Name and Password (Active Directory) ........................................... 85 Changing Password Expiration Period....................................................................... 86 Deactivating or Reactivating a Login ID ..................................................................... 88 Deactivating or Reactivating a Login ID (Active Directory) ........................................ 89 Attaching Profiles to System Users and Displaying Privileges................................... 89 Adding an Agent Identity (First-Time and Multiple) ....................................................91 Deleting a User Definition ..............................................................................................92 Showing/Hiding Deleted Users .................................................................................. 93

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Before you Begin NOTE: In addition to adding users via the Users Administrator, NICE Perform provides a powerful tool for importing vast quantities of user information and group hierarchy from an external source to your NICE Perform system. To use the Import Utility, or to learn more about it, see the Import Utility Guide.

Before you start the New User wizard, have the following information ready: Item

Notes

•

First, Middle, and Last names

Middle name is optional

•

Email Address

Optional

•

Is this user a system user? *

Have ready: Unique NICE Perform Login ID and password for logging in to NICE Perform applications

•

Is this user an agent? *

Have ready: Unique Windows user ID, Site Location, Switch ID, and unique Agent Ids) (free-seating) or unique Extension (fixed-seating). See Which Agent Identification Should I Use? Agent ID vs. Extension on page 33.

* Each user must be identified as either a system user, an agent, or both. This status can be changed at any time. Agents who will view their own evaluations must be defined as system users.

IMPORTANT In environments where screen recording is performed at more than one branch, to avoid duplicate users in the system, you must define the Agent Identification for Screen Recording value. This value must be unique for each branch at your site. For more information, see the NiceScreen Installation Guide: Branch Site Support.

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Adding a New User Use the New User wizard to add users to your system. This procedure is for both agents (traders) and for system users. To start the New User wizard: 1.

In the Folders pane, click the New dropdown arrow and select New User. The Create New User wizard starts. NICE Perform authentication environment

Active Directory authentication environment

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2.

Click

. The General Information window appears.

In the Active Directory environment, these values must match the Windows User Name and Domain defined in your Active Directory

3.

Complete the general information. Active Directory: Define the Windows User Name and Domain exactly as defined in the Active Directory. This is the system user’s identification to NICE Perform. If it is not found in the Active Directory, an error is displayed informing you that this user does not exist in the Active Directory. The user definition will be created in the Users Administrator and added to the database. However, the user will not be able to log in to NICE Perform until an identical identification is made in the Active Directory. For more information, see How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

4.

Click

. The Details window appears.

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5.

Complete the user details and click

.

NOTE: Values for all dropdown lists are created using the Lists Editor application.

6.

Select Agent, System User, or both. (Traders must be defined as Agents!) Then click .

• If you selected Agent, the Agent Details window appears. Continue with Step 7. • If you selected System User, proceed to Step 8. • If you selected both, the Agent Details window appears first. Continue with Step 7. 7.

To define an Agent, you must define at least one Agent Identity. Do the following:

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a. Agent identification for screen recording: If you need to record this agent’s screens,

and your site is comprised of multiple branches, enter a unique name representing the branch at which this agent resides. For more information, see NiceScreen Installation Guide: Branch Site Support. NOTE: If your site is not comprised of multiple branches or if you do not need to record this agent’s screens, your can leave this field blank or supply an agent identification for future use. b. Each agent must have at least one Agent Identity. For a description of agent identities,

see Which Agent Identification Should I Use? Agent ID vs. Extension on page 33. For each agent identity you are defining, click . The Agent Identity window appears.

c. Select a switch. The Site name automatically appears. d. Enter the Agent ID or Extension and click

.

NOTE: The agent ID can only contain up to 32 characters. e. When all Agent Identities have been added, in the Agent Details window, click

.

f. If you are not defining a System User, the Summary window appears. Proceed to Step 11. 8.

To define a System User, define a user login. Then select to attach profiles now or later.

• In a NICE Perform authentication environment, the System User Identification window appears.

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To define a System User, enter a unique Login Name and Password (twice). This login name and password will be used by the user to access NICE Perform applications.

• In an Active Directory authentication environment, the system user identification was defined in Step 3. Therefore, the System User Identification window does not appear. Instead, the Attach Profiles window appears. Proceed to Step 10. 9.

Click

. The Attach Profiles window appears.

10. Profiles should be attached at group level, according to job position. This is done after this

wizard is complete and groups are defined. See Attaching Profiles to Group Members and Group Managers on page 104. However, if you must attach a profile directly to a System User, you can do so now. Select profiles for the user and click .

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The Summary window appears.

11. Review the summary. Then click

.

The new user definition is created and appears in the details pane. User name appears here

NICE Perform authentication

Active Directory authentication

You can now do the following:

•

Add the user to an existing group. See Adding Group Members on page 100. Chapter 4: Users - Agents, Traders, and System Users

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•

Create a new group. See Groups on page 95.

•

Create a new profile. See Profiles on page 49.

The following applies to System Users:

•

In a NICE Perform authentication environment, you can set individual password and login options. See Changing Login Name and Password on page 81.

•

In an Active Directory authentication environment, all password policies are handled by the Active Directory. To make changes, use the Active Directory Management Console.

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Displaying User Details

Displaying User Details To display a user’s details: 1.

Display a user’s details by double-clicking the username in any of the lists in which it appears. For information about user details, see User Details and Profiles on page 34.

2.

Make necessary changes and click Save

.

TIP: To refresh the Contents pane after editing a username: In the Folders pane, click the group level of the user. The Contents pane refreshes.

Customizing a System User TIP: You can customize your organization’s password and security settings. See Customizing Organization Settings on page 105.

System Users are users who log in to NICE Perform applications. As a supervisor with privileges to edit the user, you can edit the following for each individual System User at any time: In a NICE Perform authentication environment

•

The login name and password used by the System User to log in to NICE Perform applications. See Changing Login Name and Password on page 81.

•

Password Expiration - How often the System Users must change their password. This is set at the Organization level. If you define it individually for a System User, these settings take precedence over the organization settings. See Changing Password Expiration Period on page 86.

•

Temporarily deactivate a System User’s login name or reactivate one that has been automatically deactivated due to either invalid password entry or inactivity. See Deactivating or Reactivating a Login ID on page 88.

•

Attach profiles directly to the System User. This is the same for all authentication environments. See Attaching Profiles to System Users and Displaying Privileges on page 89.

In an Active Directory authentication environment

•

The login name and password used by the System User to log in to NICE Perform applications. See Changing Login Name and Password (Active Directory) on page 85.

•

Password Expiration - How often the System User must change their password. Password policy is determined by the Active Directory. To change password policy, use the Active Directory Management Console.

•

Temporarily deactivate a System User’s login name or reactivate one that has been deactivated. See Deactivating or Reactivating a Login ID (Active Directory) on page 89.

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•

Attach profiles directly to the System User. This is the same for all authentication

environments. See Attaching Profiles to System Users and Displaying Privileges on page 89.

Changing Login Name and Password IMPORTANT These procedures are not relevant in an Active Directory authentication environment. In an Active Directory authentication environment, system user login name and password are controlled solely by the Active Directory. See Changing Login Name and Password (Active Directory) on page 85. For more information, see How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

The password that a system user uses to log in to the NICE Perform applications can be changed either by the user, or a manager with privileges to edit the user’s details. Changing someone else’s password

Managers who have access to the Users Administrator application and privileges to edit the system user’s details, can change a system user’s login password from within the Users Administrator application in one of the following ways:

•

Manually - the manager accesses the user’s details and types a new password. Using this

method, the manager knows the system user’s password and must relay it to the user. See Manually Resetting Someone else’s Login Password and Name on page 82.

•

Automatically - the manager accesses a group list where the user is a member (or the All Users group) and requests the system to send a system-generated password directly to the user’s email address. The user must have a valid email address on an email server configured in the system. The manager does not receive a copy of the new password. If the user wants to choose a password, the user can log in to NICE Perform using the new password and manually change the password. See Automatically Resetting Someone else’s Login Password on page 83.

Changing your own password

System users can change their own passwords. They do not need access to the Users Administrator application to change their own password. System users can change their own password in the following ways:

•

Manually - the system user can choose his/her own password by manually changing it after

logging in to the NICE Perform applications. See Manually Resetting your own Login Password on page 83.

•

Automatically - the system user does not have to be logged in to the NICE Perform

applications to use this method. This method is intended for users who forgot their passwords. Using this method, the system user receives a system-generated password by email. The system user must know their own login name to receive a new password by email. If a system Chapter 4: Users - Agents, Traders, and System Users NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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user wants to choose a password, it can be edited manually after logging in to the system using the system-generated password. See Automatically Resetting your own Login Password on page 84. IMPORTANT If the system user’s email address is incorrect or the email server is incorrectly configured in the system, an email with a new password will not reach the user, however the system user’s password will be changed in the system. In this case, a manager must enter the system and manually redefine a password for the system user as described in Manually Resetting Someone else’s Login Password and Name on page 82.

Manually Resetting Someone else’s Login Password and Name Managers who have access to the Users Administrator application and privileges to edit a system user’s details, can change a system user’s login password and name from within the Users Administrator application. Using this method, the manager knows the system user’s password and must relay it to the user. The user can choose to update their own password once they have successfully logged in to the system. To manually change a System User’s login name and password: 1.

In the Users Administrator application, display the user details. See Displaying User Details on page 80.

2.

Click the System User tab.

Login Name and Password

3.

Enter the new Login Name and/or Password (twice) and click Save

4.

Relay the new information to the system user.

.

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Automatically Resetting Someone else’s Login Password Managers who have access to the Users Administrator application and privileges to edit the system user’s details can request a new system-generated password for a system user. The new password will be sent directly to the user’s email address. The manager does not receive a copy of the new password. If the user wants to choose a password, the user can log in to NICE Perform using the new password and manually change the password. IMPORTANT If the system user’s email address is incorrect or the email server is incorrectly configured in the system, an email with a new password will not reach the user, however the system user’s password will be changed in the system. In this case, the manager must enter the system and manually redefine a password for the system user as described in Manually Resetting Someone else’s Login Password and Name on page 82.

To request a new system-generated password for another user: 1.

In the Users Administrator application, display a group or the All Users group.

2.

Select one or more users from the list and click Reset Password. New passwords will be sent by email to all the selected users.

Manually Resetting your own Login Password System user’s can change their own passwords used for logging in to NICE Perform applications. To do this, they must first log in to the system using their login name and password. System users cannot change their own login names, unless they have access to the Users Administrator application. To manually change your own login password: 1.

Log in to NICE Perform applications suite using your system user login name and password.

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2.

From the Settings menu, select Change Password.

The Change Password window appears.

3.

Complete the window and click OK. The next time you log in to NICE Perform, use the new password.

Automatically Resetting your own Login Password This method is intended for users who forgot their passwords. If system users forget their password, they can request a new system-generated password. To do this, they must know their correct login name. Using this method, the system user receives a system-generated password by email. The system user must know his/her own login name to receive a new password by email. If a system user wants to choose a password, it can be edited manually after logging in to the system using the system-generated password. See Manually Resetting your own Login Password on page 83. IMPORTANT If the system user’s email address is incorrect or the email server is incorrectly configured in the system, an email with a new password will not reach the user, however the system user’s password will be changed in the system. In this case, a manager must enter the system and manually redefine a password for the system user as described in Manually Resetting Someone else’s Login Password and Name on page 82. NOTE: If the login name is also forgotten, then a manager must set a new password using one of the following methods:

• •

Manually Resetting Someone else’s Login Password and Name on page 82 Automatically Resetting Someone else’s Login Password on page 83

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To receive a new system-generated password: 1.

From the NICE Perform login window, click Forgot My Password.

The Reset Password window appears.

2.

Enter your Login Name and click Reset Password. A new password will be sent to your email address. If your email address is incorrect or the email server is incorrectly configured in the system, an email with a new password will not reach you, however your password will be changed in the system. In this case, a manager must enter the system and manually redefine your password.

Changing Login Name and Password (Active Directory) IMPORTANT To change a Login name and Password in a NICE Perform authentication environment, see Changing Login Name and Password on page 81. For more information, see How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

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In an Active Directory authentication environment, system user login name and password are controlled solely by the Active Directory. Each system user has a unique Windows User Name/Domain identification. To change the system user’s identification or password you have to do it in two places; in the Active Directory, and in the Users Administrator. TIP: To temporarily deactivate a system user, change their Windows User Name to one that is not defined in the Active Directory. The new definition will be saved but the user will not receive authentication to log in to NICE Perform.

To change System User Identification or Password: 1.

Use the Active Directory Management Console to change the user’s Windows User Name, Domain, and/or Password.

2.

In the Users Administrator, display the user details. See Displaying User Details on page 80.

3.

In the General tab, edit the Windows User Name and/or Domain to match the new Windows User Name/Domain defined in the Active Directory.

Must be identical to Active Directory

4.

Click Save

.

Changing Password Expiration Period IMPORTANT This procedure is not relevant in an Active Directory authentication environment. In an Active Directory authentication environment, password policy is determined by the Active Directory. To change password policy, use the Active Directory Management Console. See How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

Password restrictions and options are set at organizational level. You can change the password expiration period for each individual user or require a new password at next log in (use this option for new users). Password options set at user level take precedence over the organization settings.

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Password options are set at organizational level. See Defining Password Policy for System Users on page 106. To change the password expiration date: 1.

Display the user details. See Displaying User Details on page 80.

2.

Click the System User tab.

3.

To make the password valid forever, select Password never expires. -or-

To make the password to automatically expire after a specified number of days, select Expires in ____ days and select the number of days. The next time the user logs in, a new password must be entered. 4.

To prevent the user from changing their own password, select User cannot change password.

5.

To force a user to change passwords the next time they log in, select User must change password at next login. (Use this option for new users.)

6.

Click Save

.

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Deactivating or Reactivating a Login ID IMPORTANT This procedure is not relevant in an Active Directory authentication environment. In an Active Directory authentication environment, system user login name and password are controlled solely by the Active Directory. See Deactivating or Reactivating a Login ID (Active Directory) on page 89. For more information, see How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

System User Login ID’s are automatically deactivated in the following instances:

•

The user attempts to log in with an invalid password more than the allowed number of times.

•

The user does not log in for more than a specified number of days.

Limits for both of these conditions are set at organizational level. See Defining Security for NICE Perform Applications on page 110. When one of the limits is reached, the system user’s login ID is disabled. To deactivate or reactivate a System User login ID: 1.

Open the user’s details for editing. See Displaying User Details on page 80.

2.

Click the System User tab.

3.

In the Accounts Options area, clear the Login ID is enabled checkbox to deactivate the login ID -or-

Select the Login ID is enabled checkbox to activate the login ID. 4.

Click Save

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Deactivating or Reactivating a Login ID (Active Directory) IMPORTANT To deactivate or reactive a Login name and Password in a NICE Perform authentication environment, see Deactivating or Reactivating a Login ID on page 88. For more information, see How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

In an Active Directory authentication environment, system user login name and password are controlled solely by the Active Directory. Each system user has a unique Windows User Name/Domain identification. Password policies are managed by the Active Directory. To deactivate or reactivate a System User login ID: 1.

Open the user’s details for editing. See Displaying User Details on page 80.

2.

In the General tab, edit the Windows User Name and/or Domain as follows:

• To deactivate a system user, temporarily change the Windows User Name to one not defined in the Active Directory.

• To activate a system user, edit the Windows User Name and Domain to be identical to those defined in the Active Directory.

Must be identical to Active Directory

3.

Click Save

.

Attaching Profiles to System Users and Displaying Privileges Profiles can be attached at user level. However, it is recommended to make the user a member of a group and then attach profiles only at group level, according to job position, so that users who move between positions (and therefore groups) retain the correct profiles at all times. The user then inherits the profile.

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Each System User can have more than one profile (direct or inherited). Profiles work in combination. You can view the privileges of one or more profiles together to determine if the attached profiles in combination achieve the required privileges. The status of each profile (direct or inherited) can be determined by the icon in the profile type column as follows: Profile attached directly to the user. Profile attached to a group of which the user is a member and so is inherited by the user.

To view profiles privileges: 1.

Open the user’s details for editing. See Displaying User Details on page 80.

2.

Click the Profiles tab.

3.

Select one or more profiles from the Profiles list. (Use the Shift or Ctrl keys to multi-select profiles.) Then click . The combined privileges from all selected profiles are displayed in the Profile Privileges area. Attach more or remove unnecessary profiles.

To attach a profile at user level: 1.

Click Attach Profiles and follow the directions for Attaching Profiles to Users, Group Members, or Group Managers on page 66.

2.

Click Save

.

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Adding an Agent Identity (First-Time and Multiple)

Adding an Agent Identity (First-Time and Multiple) To record a system user’s interactions, the user’s definition must include an agent identity. In addition, depending on your site configuration, one agent may have multiple identities. This section describes how to add an agent identity. For information about agent identities, see Which Agent Identification Should I Use? Agent ID vs. Extension on page 33. To define an Agent Identity: 1.

Open the user’s details for editing. See Displaying User Details on page 80.

2.

Click the Agent tab.

For multi-branch sites configured to perform screen recording define a value that represents the branch at which this agent is located

In environments where more than one branch is recording agents’ screens, to avoid duplicate users, enter a value in the Agent identification for screen recording field. This value must be unique. It represents one branch at your site. For more information, see the NiceScreen Installation Guide:Branch Site Support. 3.

Click

. The Agent Identity Dialog appears.

4.

Select a switch. The Site name automatically appears.

5.

Enter the Agent ID or Extension and click OK. NOTE: The agent ID can only contain up to 32 characters.

6.

To add more than one Agent Identity, repeat from Step 3.

7.

Click Save

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Deleting a User Definition

Deleting a User Definition If a user is no longer an employee of your Organization, you can delete his/her user definition from your Organization. Users who are deleted from the Organization can still be displayed in user lists in several of the applications. Showing deleted users provides you with the option to select them as query criteria and to play back their interactions. First, determine if the user (agent and/or system user) is being removed from the system permanently (no longer an employee) or if the user is temporarily being removed from the system and will be reactivated at a later date. Select from the options below.

•

An agent/system user leaves the organization permanently. Delete the user definition following the procedure found in this section. Review Guidelines for Deleted Users found below before continuing.

•

An employee takes an extended leave of absence with plans to return. Remove the employee’s agent and system user status, leaving the user definition available for use upon the employee’s return. Do not delete this user! Instead, do the following: a. In the user’s System User tab, select the active checkbox and then deactivate their login

ID. This deactivates the System User status while keeping the user definition. See Deactivating or Reactivating a Login ID on page 88. b. On the user’s Agent tab, clear the active checkbox. NOTE: You cannot clear the agent checkbox until after the user is defined as a system user. There cannot be an inactive agent in the system, however there can be an inactive system user in the system. Guidelines for Deleted Users

•

Deleted users cannot be reinstated at any time.

•

Deleted users remain in the system as a ‘ghost’. They can be used as search criteria in queries. You can playback interactions that belong to a deleted agent.

•

The icon for a deleted user is

•

Deleted users cannot be added to a group or as a resource to a profile.

•

The show/hide option is set separately for each application, within the application itself. In the Users Administrator, you define the period of time during which deleted users are displayed. See Showing/Hiding Deleted Users on page 93.

•

Details of deleted users cannot be edited.

•

If a deleted user was an agent, all recorded interactions remain in the system.

•

A deleted user’s agent identity can be assigned to a different user.

. This is regardless of their previous status.

IMPORTANT Deleted users cannot be reinstated at any time! If you will want to reactivate the user at a later date, deactivate the user’s Agent status and the user’s System User login ID. See Deactivating or Reactivating a Login ID on page 88. Chapter 4: Users - Agents, Traders, and System Users NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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To delete a user from the Organization: 1.

Review Guidelines for Deleted Users on page 92 before continuing.

2.

In the Folders pane, select All Users. TIP: Before deleting a user, you can view the user’s details, confirming that you are deleting the correct user. In the Group Members list, double-click the user to display the user’s details. Once you have determined that the user is the one you are seeking, click return the All Users view and proceed with Step 3.

3.

In the Details pane, select a user and click

4.

Click Save

to

.

. The user is deleted from the Organization.

Showing/Hiding Deleted Users Users who are deleted from the Organization can still be displayed in user lists. Showing deleted users allows you to select them as query criteria and to play back their interactions. A retention period is defined for deleted users. This is the period of time during which a user is considered a deleted user. The retention period is defined once for all applications except for the Reporter. It is defined separately for the Reporter application. Defining to show or hide deleted users is application-specific. For example, you can select to hide all deleted users in the Users Administrator application and to show all deleted users in the PBO Requests application. In the Organization settings, you define the show/hide status for the Users Administrator, and the retention period for all applications. Changing the show/hide option takes effect immediately. There is no need to restart a server or to log off and log in again to NICE Perform. IMPORTANT User records are never actually deleted from the User database, even if they are not currently shown, or not within the defined retention period. EXAMPLE:

Betty is deleted from the Organization on January 1. The retention period for All applications is 3 months. For Reporter it is 12 months. In applications where Show Deleted Users is selected, Betty will appear in the Users list until March 31. In the Reporter, Betty will appear until December 31. For Betty to appear in April, change the Retention period for All applications to 4 months.

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To show/hide deleted users: 1.

Select Organization and then click the Settings tab. Expand the Display section. Expand

2.

To show deleted users in the Users Administrator, select the Show deleted users details in Users Administrator checkbox. -or-

To hide deleted users in the Users Administrator, clear the Show deleted users details in Users Administrator checkbox. 3.

To allow deleted users to appear in other applications: a. Select the Deleted users retention period checkbox. b. Define for how long a deleted user will appear in other applications. The retention period for the Reporter application can be defined separately from all other applications.

User records will never be deleted from the User database, even after this retention period. The maximum value for retention period is 99 months. 4.

Click . All deleted users will be shown/hidden in all areas of the Users Administrator application as indicated.

5.

In other applications, select the Show Deleted Users checkbox to display the users deleted within the retention period.

Show deleted users checkbox

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5 Groups A Group is a collection of users united for the purpose of attaching the same profiles to all the users, and to allow them to be managed by the same manager(s). Groups are generally created according to job positions and work groups. You can group agents (traders) together who do not need access to any parts of the system to allow easy access for a higher-level manager. In this case, you would create a group of agents without any profiles attached and then you can add this group as a resource to a profile which will be attached to a manager. A manager of a group does not gain automatic privileges over the group’s members. A profile must be created with access to the group, and View, Edit, and Playback privileges. This profile must be attached to the group’s manager(s). When creating a profile for managers, use Any Managed Group instead of directly attaching groups. This way, managers always have privileges to the groups they manage. Groups, once created, can be moved around the organization tree using drag-and-drop technique. EXAMPLE:

Create a profile called Manager. For Any Managed Group, select View, Edit, and Query. Attach this profile on the managers profiles tab to give the manager privileges over the groups members.

Contents Before you Begin ............................................................................................................ 96 Creating a New Group .................................................................................................... 97 Adding Group Members...............................................................................................100 Removing Group Members ......................................................................................100 Defining a Group Manager...........................................................................................102 Attaching Profiles to Group Members and Group Managers ...................................104 Deleting a Group...........................................................................................................104 Chapter 5: Groups NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Before you Begin In addition to adding users via the Users Administrator, NICE Perform provides a powerful tool for importing vast quantities of user information and group hierarchy from an external source to your NICE Perform system. To use the Import Utility, or to learn more about it, see the Import Utility Guide. IMPORTANT

• •

Profiles attached to a group and received by a user are called inherited by the user.

• •

If a user leaves a group, all inherited profiles are automatically removed.

•

If a member’s status within a group changes to manager, the member automatically inherits all profiles attached to the group’s managers.

•

Profiles attached to group members are inherited by the group’s managers and appear on the group’s Managers Profiles tab.

•

A user retains manager status only at the level it was assigned.

Inherited profiles can be removed only at the level at which they were attached (i.e., group level). If a user joins a group as a member, the new user automatically inherits all of the group’s profiles.

Before you start the New Group wizard, have the following information ready: Item

Notes

•

Group name and description

The group name appears in the Organization tree. Create meaningful group names for easy identification.

•

Users to add as Members of the new group

Group managers must first be added as group members. You give them managerial status in the Group Details window.

•

Profiles

If the profiles are not yet created, they can be attached to the user at a later time.

Groups can be moved around in the groups tree using the drag-and-drop technique (Groups cannot be moved into one of their own lower-level sub-groups). IMPORTANT Groups created using the Importer cannot be moved around in the groups tree using the drag-and-drop technique.

When you move a group the following occurs:

•

Group members become members in all higher-level groups.

•

Group managers become members in all higher-level groups. (Manager status is only retained for the group where it was directly assigned.)

•

Profiles are inherited as described in Rules of Profile Inheritance on page 40. Chapter 5: Groups

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Creating a New Group To start the New Group wizard: 1.

In the Folders pane, select the parent group for the new group and click New.

2.

Read the directions and click Next.

3.

Enter a group name and a brief description and click Next.

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The group name appears in the Organization tree. Create logical group names for easy identification.

4.

Add members to the Group as follows: a. Expand the Resource Tree and select a group that contains the users you want to add. b. In the Available Items list, select users and move them to the Selected Items list. c. Click Next.

5.

You can STOP here and attach profiles later: Click Finish and proceed to Step 6. -or-

You can continue with the wizard to attach profiles to group members: In the Profiles area, select the appropriate checkboxes and then click Finish. Continue with Attaching Profiles to Users, Group Members, or Group Managers on page 66. Chapter 5: Groups NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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The group is added to the system and appears in the details pane. Group name appears here

6.

To assign a group manager, continue with Defining a Group Manager on page 102.

7.

To attach profiles, see Attaching Profiles to Users, Group Members, or Group Managers on page 66.

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Adding Group Members

Adding Group Members Adding a user to a group as a member (and/or manager) can be done in one of the following ways:

•

Search for the user and then drag and drop the user into the group. See Adding a User from the Search Results to a Group on page 20.

•

Open the Group details and add members, as described is the following procedure.

Adding a user to a Group: 1.

Display the group’s details and click the General tab.

2.

Click

3.

Add members to the Group as follows:

.

a. Expand the Groups Tree and select a group that contains the users you want to add. b. In the Available Items list, select users and move them to the Selected Items list. c. Click Next. 4.

To assign a group manager, continue with Defining a Group Manager on page 102.

After your group is created, you can now do the following:

•

Attach an existing profile to the group: Continue with Attaching Profiles to Users, Group Members, or Group Managers on page 66.

•

Add the group as a resource to a profile: Continue with Profiles on page 49.

Removing Group Members When a user is added to a group as a group member, the user automatically becomes a member in all higher lever groups in the Organization tree. You can remove a member from a group either at the direct level at which the user was added to the group or from any higher level group in the

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Organization tree. When you remove a user from a group, the user is also automatically removed from all higher level groups, and lower level groups, down to the level at which they were directly added. EXAMPLE:

Using the group structure shown below, Betty is added as a member to Group 3. Betty automatically becomes a member in Group 1 and in Group 2.

Betty is removed from Group 2. Betty is automatically removed from Groups 1 and 3 as well. Removing a member from a group does not delete the user from the All Users list. You can add the user as a member to a different group. Users who were deleted from the Organization can be removed from a group. However, deleted users cannot be added to a group. To remove a member from a group: 1.

Open the group details and display the General tab in a group where the user is a member.

Remove

TIP: Before removing a user from a group, you can view the user’s details, confirming that you are removing the correct user. In the Group Members list, double-click the user to display the user’s details. Once you have determined that the user is the one you are seeking, click return the group’s details view and proceed with Step 2. 2.

Select the user and click Remove.

3.

Click Save

to

. Chapter 5: Groups

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Defining a Group Manager

Defining a Group Manager A user must be defined as a system user before becoming a Group manager. Manager status applies only to the group where it is directly assigned. EXAMPLE:

Using the group structure shown below, Mary is a manager of Group 2.

The following occurs: Mary is automatically a member of Group 1. Mary is a manager of Group 2 only. Mary is not a manager of Group 1.

To define a group manager: 1.

In the Folders pane, select a group to display its details.

2.

In the General tab, in the Group Members list, select a system user and click Set as Group Manager.

3.

Click Save

. The user icon changes to include a red asterisk:

A Group manager who is both an agent and a system user. -or-

A Group manager who is a system user but not an agent.

NOTE: All profiles listed in the Managers Profiles tab are automatically inherited by the new manager. Inherited profiles can be identified by their icon:

4.

Verify that the manager has a profile containing the appropriate privileges in one of the following places:

• In the group where the manager is defined: a. Click the Manager Profiles tab. b. In the Profiles list, select all the profiles and click

.

c. Verify that the appropriate privileges in the Privilege for section are selected.

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-or-

• The user might have received profiles by being a member or manager of another group. If one of these profiles has privileges for Any Managed Group, the user will have these privileges over the members of the current group as well. To verify if the user has privileges for Any Managed Group from any profile: a. Open the user definition and click the Profiles tab. (You can double-click the user

name in the Group members list.) b. In the Profiles list, select all the profiles and click

.

c. In the Resources list, expand Groups and select Any Managed Group.

The manager will have all of the privileges that are selected for Any Managed Groups over the members of the current group and over the members of all the groups for which he/she is a manager.

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Attaching Profiles to Group Members and Group Managers

Attaching Profiles to Group Members and Group Managers Profiles can be attached to all of the group’s members or just to a group’s managers. The procedure is the same. Profiles attached to group members are inherited by the group’s managers. To attach profiles to Group Members or to Group Managers: 1.

Show the Group’s details.

2.

Click either the Profiles or Managers Profiles tab.

3.

Start the Attach Profile wizard: Click

4.

Continue with Attaching Profiles to Users, Group Members, or Group Managers on page 66.

.

Deleting a Group To delete a group from the Organization tree:

•

In the Folders pane, select the group in the Organization tree and click Delete

.

The selected group is deleted from the organization. It is automatically removed from all profiles. Its users are not deleted from the All Users group or from other groups. Members that originated in the deleted group are removed from all higher-level groups.

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A Customizing Organization Settings There are several parameters that can be set at the organizational level. These parameters affect all users and all groups defined in your system. Some affect other applications in your system. All the parameters have default settings which you can keep or customize to suit your needs. You can modify the parameters at any time. Your system will be affected from that time onwards. All changes will not affect system users currently logged in to NICE Perform. They will only be affected the next time they log in.

Contents Defining Password Policy for System Users .............................................................106 Password Policy Options .........................................................................................107 Defining Security for NICE Perform Applications ..................................................... 110 Login Details ............................................................................................................ 111 Security Options....................................................................................................... 112 Defining Target Number of Evaluations ..................................................................... 113 Defining the Domain Display ....................................................................................... 116

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Defining Password Policy for System Users IMPORTANT

•

This procedure is not relevant in an Active Directory authentication environment. In the Active Directory authentication environment, system user password policies are determined by the Active Directory. The Passwords tab is hidden. To change password policy, use the Active Directory Management Console. See How are System Users Authenticated? NICE Perform vs. Active Directory on page 32.

•

Changes go into effect at each new Login. Users currently logged into NICE Perform applications are not affected by the changes.

Password policy is set at the organizational level. These settings apply only to system users logging in to NICE Perform applications, not to agents. Agent password policy is determined by their individual operating systems. Following are password restrictions that cannot be overridden.

•

All passwords are case-sensitive.

•

Passwords cannot be identical to the user’s:

• First Name • Last Name • Login Name • Extension Following are password restrictions that can be customized and overridden for each individual user as needed. See Changing Password Expiration Period on page 86.

•

Password expiration period.

•

Forcing a new system user to change passwords at next login.

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Defining Password Policy for System Users

To define Password policy: 1.

In the Folders pane click Organization. Then click the Security tab.

2.

Define the password options as needed. See the values in Password Policy Options on page 107.

3.

Click Save

.

Password Policy Options This section provides a description of all options found on the Security tab of the Organization definitions. For instructions on changing password options, see Defining Password Policy for System Users on page 106. NOTE: In an Active Directory authentication environment, system user password policies are determined by the Active Directory. The Passwords tab is hidden. To change password policy, use the Active Directory Management Console.

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Defining Password Policy for System Users

In an Active Directory authentication environment, password policy is defined in the Active Directory.

Maximum Password Age

These options can be changed at user level. See Changing Password Expiration Period on page 86.

•

Password never expires - Passwords are valid forever.

•

Expires in _ days - Passwords automatically expire after specified amount of time. The next time a system user logs in, they must enter a new password.

Minimum Password Age

•

Change anytime - System users can change their own password at any time.

•

Allow change after _ days - System users can change their own password only after the

specified amount of time has passed. This option can be changed at user level. See Changing Password Expiration Period on page 86.

•

User cannot change password - System users cannot change their own password. Selecting this option disables the Change password at next login option in the New User Password section.

New User Password

•

Change password at next login - Requires each system user to enter a new password the first time they log in to the system. This option can be changed at user level. See Changing Password Expiration Period on page 86. Appendix A: Customizing Organization Settings

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Password History

• •

Do not save password history - Allows system users to use previous passwords. Remember last _ passwords - Forbids system users from reusing the specified number of

past passwords. Password Checking

•

At least _ characters - Specify a minimum length for each password. Must be greater than

or equal to 5.

•

Strict password checking - Eliminates the use of certain passwords as follows:

• No leading or trailing blanks. • No more than 2 identical consecutive characters. Example: abbba • Cannot contain only digits or only letters. Example: 12345, abcde Forbidden Passwords

Use this area to add a list of passwords that may not be used by any system user. Example: ‘secret’ ‘a1b2c3’

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Defining Security for NICE Perform Applications

Defining Security for NICE Perform Applications IMPORTANT Changes go into effect at each new Login. Users currently logged in to NICE Perform applications are not affected by the changes.

Security options allow you to limit invalid entries and access to NICE Perform applications even when a valid password is known. They are set at the organizational level. These settings apply to system users logging into NICE Perform applications, not to agents. Agent security is determined by their individual operating systems. System users can see details from their last login as well as any failed attempts to login to their account.

Deactivating/reactivating a login account can be overridden for each individual user as needed. See Deactivating or Reactivating a Login ID on page 88. To define Security Options: 1.

In the Folders pane click Organization. Then click the Security tab. NICE Perform Authentication environment

Active Directory Authentication environment

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2.

Define security options as needed. See the values in Security Options on page 112.

3.

Click Save . Changes go into effect at each new Login. Users already logged into NICE Perform are not affected by the changes.

Login Details This section explains some of the options available in the Settings section for the Organization. You can choose to show the details from the last time that a user logged in to the NICE Perform Applications Suite. These details appear for the user to see at the time that he/she logs in.

In an Active Directory authentication environment, this option only applies if single sign-on is not implemented. (i.e., The user is not automatically logged in to NICE Perform after logging in to Windows. The user has to re-enter their login name and password in the NICE Perform login window.) To display last login information: 1.

Select Organization and then click the Security tab. Expand the Security Options section.

Expand

2.

Under Login, select Display last login information.

3.

Click

.

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Security Options This section explains the security options for the Organization. For instructions on changing security options, see Defining Security for NICE Perform Applications on page 110. NICE Perform Authentication environment

Active Directory Authentication environment

Accounts

This section is not available in an Active Directory authentication environment, where login accounts are handled by the Active Directory.

•

Deactivate Login ID after _ successive invalid passwords - A system user’s account

will become disabled after the specified number of invalid login attempts. To reactivate the account, edit the user, then click the System User tab and in the Account Options area, select the Login ID is enabled checkbox. Login IDs can be deactivated manually for each user. See Deactivating or Reactivating a Login ID on page 88.

•

Deactivate Login ID after _ days of inactivity - The system user’s account will become

disabled if no login attempts were made for the specified number of days. To reactivate the account, edit the user, then click the System User tab and in the Account Options area, select the Login ID is enabled checkbox. Login IDs can be deactivated manually for each user. See Deactivating or Reactivating a Login ID on page 88. Auto-lock

•

Auto-lock after _ idle minutes - If no activity is detected for the specified amount of time, the login window automatically reappears and the system user has to reenter the password. The application does not automatically close. Appendix A: Customizing Organization Settings

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Defining Target Number of Evaluations

Defining Target Number of Evaluations If your site includes the Quality Management (QM) feature, you can define a target number of evaluations to be performed on agents in the organization. The number of target evaluations you define here will appear in the Target column of the Evaluation Status component in My Universe. See My Universe Guide. You can:

•

define a default target number of evaluations for all agents. EXAMPLE:

Define that 4 is the target number of evaluations that is required to be performed on any agent in the organization within 30 days. -or-

•

define a target number of evaluations based on the seniority of each agent. When defining by seniority, you must define at least one seniority period and a corresponding target number of evaluations for that period; and you must define another target number of evaluations for those agents above the designated time period. You can also define two additional time periods bringing the total to four periods. EXAMPLE:

You can define the following: • An agent who is less than 1 month in the organization will have a target number of 10 evaluations within 30 days. • An agent who is in the organization more than 1 month, but less than 3 months, will have a target number of 8 evaluations within 30 days. • An agent who is in the organization more than 3 months, but less than 8 months, will have a target number of 5 evaluations within 30 days. • An agent who is in the organization more than 8 months will have a target number of 2 evaluations within 30 days.

To define a target number of evaluations: 1.

In the Folders pane, click Organization. Then click the Settings tab. Appendix A: Customizing Organization Settings

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2.

Expand the QM Definitions section. The Target Evaluations section appears.

Expand

NOTE: If you do not want to assign a target number of evaluations for agents, select None. 3.

Select Agent Evaluation Target.

4.

Select a target period from the Target Period (in days) drop-down menu. This is the time-frame in which the number of evaluations defined must be performed. For example, if you select 30 days, then the number of evaluations defined must be performed within 30 days.

5.

Select the number of evaluations from the Default Target Evaluations drop-down list. NOTE: The default number you define here is used when:

•

You do not choose to define target evaluations based on seniority. -or-

•

You choose to define the target number of evaluations based on seniority, but an agent does not have a hire date defined in the system.

6.

If you are not defining seniority, proceed to Step 8 on page 115.

7.

To define a target number of evaluations based on agent seniority, do the following: a. Select Define by seniority. b. (Mandatory) In the first row, select the timeframe and target evaluation number for the

first seniority period. c. (Optional) In the second/third row, define additional seniority time periods. For each

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d. ((Mandatory) In the More row (fourth row), define a target number of evaluations to be

applied to any agent whose seniority is above the defined periods. See Example: on page 113. 8.

When done, click the save button

.

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Defining the Domain Display

Defining the Domain Display Domain names are relevant only for an Active Directory authentication environment. IMPORTANT The domains defined at your site will only display if your NICE Perform Web Applications server is connected to the Microsoft Windows Active Directory authentication environment.

When your Web Applications server is connected to the Microsoft Windows Active Directory authentication environment, all domains defined at the site are displayed in the Domain tab. When you click the Auto Detection button, Users Administrator queries System Administrator for the domains, then System Administrator interfaces with the Active Directory and sends Users Administrator a list of the domains defined at the site. In this environment, each user is associated to a domain. You can choose to associate NICE Perform users with either the NetBIOS name or the DNS name. When you define a new user, your selection (NetBIOS or DNS) is displayed in the users Details in the Domain dropdown selection list.

You select how to display the Domain name here

To define the Domain display: 1.

In the Folders pane, select Organization.

2.

Click the Domains tab. If the Domains tab opens blank, click

.

Users Administrator queries System Administrator for all the domains defined at the site. The domains are displayed in the Details pane. 3.

To the select the Domain type you want to associate with each user, in the Settings > Display Domain Name Properties area, select NetBIOS Name or DNS Name. Your selection is reflected in the General tab for each user, and in the Create New User wizard.

4.

To remove a domain from the dropdown list, select it in this list and click Delete.

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B Tips and Tricks The tips in this section are provided to help you find quick solutions to common situations and tasks.

Contents To Display Details of Last Login ................................................................................. 118 To Change the User Name Format .............................................................................. 118 To Create a List of Invalid Passwords ........................................................................ 118 To Limit Invalid Login Attempts (Account Lockout).................................................. 119 To Add a New User to an Existing Profile .................................................................. 119 To Deactivate or Reactivate a System User Login ID................................................ 119 To Add System User Status to an Agent .................................................................... 119 To Record a System User’s Interactions .................................................................... 119 To Define the Agent Identification for Screen Recording .........................................120 To Create a Limited All Users Group ..........................................................................121 Troubleshooting ...........................................................................................................122 Deleted Users are/are not Appearing in User Lists in Other Applications................122 Active Directory System Users cannot Log in to NICE Perform...............................122 Email for System-Generated Password is not Received by User ............................122 Profile Changes are not Activated............................................................................123 Some or all of the Agents (Traders) are Missing......................................................123 Some Agent (Trader) Information is Missing............................................................123 Some Functionality is not Working ...........................................................................123

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To Display Details of Last Login

To Display Details of Last Login You can choose to show the details from the last time that a user logged in to the NICE Perform Applications Suite. These details appear for the user to see at the time that he/she logs in.

In an Active Directory authentication environment, this option only applies if single sign-on is not implemented. (i.e., The user is not automatically logged in to NICE Perform after logging in to Windows. The user has to re-enter their login name and password in the NICE Perform login window.) To display last login information: 1.

Select Organization and then click the Security tab. Expand the Security Options section.

Expand

2.

Under Login, select Display last login information.

3.

Click

.

To Change the User Name Format You can define the order in which user names are displayed and the separator between each name (example: Last, Middle, First; or First Last, etc.). The settings you select apply to wherever user names are displayed in your system, including in printed reports. See Defining User Name Format on page 21.

To Create a List of Invalid Passwords Define Forbidden Passwords on the Passwords tab at the Organization level. See Password Policy Options on page 107.

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To Limit Invalid Login Attempts (Account Lockout)

To Limit Invalid Login Attempts (Account Lockout) Change the Security options on the Security tab at the Organization level. See Security Options on page 112.

To Add a New User to an Existing Profile If the profile has a group as a resource, add the user to the group. See Adding Group Members on page 100.

To Deactivate or Reactivate a System User Login ID In a NICE Perform authentication environment, in the System User tab of the user definition, clear or select the Login ID is enabled checkbox. See Deactivating or Reactivating a Login ID on page 88. In an Active Directory authentication environment, in the General tab of the user definition, change the Windows User Name to one that is not defined (to deactivate) or to one that is defined (to active) in the Active Directory. See Deactivating or Reactivating a Login ID (Active Directory) on page 89.

To Add System User Status to an Agent NICE Perform Authentication environment: 1.

In the System User tab of the user definition, select User is a System User.

2.

Enter a Login Name and Password (twice).

Active Directory Authentication environment: 1.

In the General tab, select User is a System User.

2.

Enter the identical Windows User Name and select the Domain for those defined in the Active Directory.

To Record a System User’s Interactions Define the user as an agent.

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To Define the Agent Identification for Screen Recording

To Define the Agent Identification for Screen Recording When your site is comprised of multiple branches and screen recording is performed at the various branches, each agent must be associated with a branch name. EXAMPLE:

Your primary site is in New York City. Your NICE Perform Web Server, Interactions Center, and NiceScreen Logger are installed at this site. In addition, your site includes three secondary sites - Boston, Philadelphia, and Elizabeth. At each of these sites, you have 200 agents (traders) whose screens need to be recorded. To ensure unique agent identification in this environment, you need to define the Agent Identification for Screen Recording value for each user. This value represents the branch where this user is located. 1.

Open the agent’s details for editing. See Displaying User Details on page 80.

2.

Click the Agent tab.

3.

In the Agent Identification for Screen Recording field, enter the agent location. For example, Boston or 1234. TIP:

4.

•

This value must match the Identification String value defined in NICE ScreenAgent. For more information, see NICE ScreenAgent Installation Guide.

•

This value must be typed without spaces.

Click Save.

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To Create a Limited All Users Group

To Create a Limited All Users Group The All Users group defines to which users the logged in user has access. EXAMPLE:

In the XYZ Investment Bank, when Matthew of the IT group logs into the Users Administrator, he sees only himself and Natalie in the All Users group. When Anthony logs in, all the users in the XYZ Investment Bank appear in the All Users group.

IMPORTANT If you have access to a group, but not directly to its users, they will appear in your All Users group for as long as they are part of the group. If you delete them from one of your groups, they disappear from your All Users group. Having access to a group does not give you access to its users when they leave the group.

To create a limited All Users list: 1.

Create a group with all the users you want in your All Users list.

2.

Create a New Profile. (See Profiles on page 49.)

3.

Add the group you created to the profile and select View and Edit privileges.

4.

In the Applications section, add access to the Users Administrator.

5.

Save the profile.

6.

Open a user’s details.

7.

Attach the profile.

8.

Close the Users Administrator and log in as the new user with the profile. NOTE: The View Group Details privilege for the All Users group is selected by default and cannot be cleared. This means that a soon a system user acquires any profile, they will automatically be able to view their own All Users list.

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Troubleshooting

Troubleshooting This section provides solutions to commonly asked questions. Deleted Users are/are not Appearing in User Lists in Other Applications Active Directory System Users cannot Log in to NICE Perform Email for System-Generated Password is not Received by User Profile Changes are not Activated Some or all of the Agents (Traders) are Missing Some Agent (Trader) Information is Missing Some Functionality is not Working

Deleted Users are/are not Appearing in User Lists in Other Applications Users that are deleted from the Users Administrator are never physically deleted from the database. The length of time for which deleted users appear in other applications is determined by the retention period defined in the Users Administrator. To define the retention period, see Showing/Hiding Deleted Users on page 93.

Active Directory System Users cannot Log in to NICE Perform The link between NICE Perform and the Active Directory is according to Domain and Windows User Name. A user, defined in NICE Perform that is not in Active Directory, cannot log in to NICE Perform. A user, defined in Active Directory and not in NICE Perform, cannot log in to NICE Perform. The Windows User Name and Domain in the NICE Perform user definition must be exactly the same as the one defined in the Active Directory. This is the system user’s identification to NICE Perform. If it is not found in the Active Directory, the user definition still exists in the Users Administrator and in the database. However, the user will not be able to log in to NICE Perform until an identical identification is made in the Active Directory or the Windows User Name and Domain in the user definition are corrected. For more information, see Active Directory System User Highlights on page 32.

Email for System-Generated Password is not Received by User Scenario: A new system-generated password was requested, either by the user in the NICE Perform Login window, or by a manager from within the Users Administrator application and the user did not receive an email with the new password. Probable Cause: If the system user’s email address is incorrect or the email server is incorrectly

configured in the system, an email with a new password will not reach the user. Solution: Since the request for a new password automatically changes the password, a manager

must enter the system and manually redefine a password for the system user as described in Manually Resetting Someone else’s Login Password and Name on page 82. Appendix B: Tips and Tricks NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Troubleshooting

Profile Changes are not Activated Scenario: You added privileges to an existing profile or attached a profile to a user who is

currently logged in to NICE Perform applications. The user does not seem to have the added privileges. Solution: Have the user log out of NICE Perform and log in again as the same user. The new profile changes will be reflected.

Some or all of the Agents (Traders) are Missing If your system user opens an application but cannot see all their agents, verify, via the Users Administrator, that the system user has privileges for viewing, editing, and/or querying the agents, either directly or as group members. See User Details and Profiles on page 34.

Some Agent (Trader) Information is Missing If your system user can see the users in an application, such as PBO Requests, but not the information requested, verify the following: 1.

In the open application, verify that the proper fields are displayed. Example: In the PBO Requests, click the Preferences button and in the Table View area, verify that the proper columns are displayed.

2.

Verify that the user has privileges to the correct Interactions data fields in the Users Administrator. See Attaching Profiles to Users, Group Members, or Group Managers on page 66.

Some Functionality is not Working Some functions, require access to data columns for internal use only. If, via the Users Administrator, you removed the Basic Columns profile from the All Users group, some system users could be missing privileges to some key columns. Give these users the Basic Columns profile. See Attaching Profiles to Users, Group Members, or Group Managers on page 66.

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Blank page for double-sided printing.

C Profile Privileges Profiles can be created to meet specific needs. This section provides a complete list of available privileges and how they operate. Suggestions are given for creating basic, common profiles. Privileges included in predefined profiles are selected. WARNING Predefined profiles can be modified by the system user at the site. Therefore, the actual privileges that appear for your predefined profiles may vary from their original settings.

Contents Guidelines and Tips for Creating Profiles ..................................................................127 User Privileges..............................................................................................................128 Group Privileges ...........................................................................................................130 Applications Privileges ................................................................................................132 System Administrator Privileges ..............................................................................133 Users Administrator Privileges .................................................................................133 Business Analyzer Privileges ...................................................................................134 Form Designer Privileges.........................................................................................138 Monitor Privileges.....................................................................................................138 ROD (Recording On Demand) Privileges ................................................................138 Reporter Privileges...................................................................................................139 Lists Editor Privileges ...............................................................................................140 Rules Manager Privileges ........................................................................................140 Lexicon Manager Privileges .....................................................................................141 My Universe Privileges.............................................................................................141 ScreenSense Privileges ...........................................................................................142 Backup Manager Privileges .....................................................................................143 Insight Manager Privileges.......................................................................................143 Appendix C: Profile Privileges NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

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Player Privileges ......................................................................................................145 Business Services Framework.................................................................................146 ClearSight Privileges................................................................................................146 Channel Monitoring ..................................................................................................147 Interaction Data Privileges...........................................................................................148 Selecting and Filtering Interaction Data Privileges...................................................149 Reporter Categories Privileges ...................................................................................151 Form Groups Privileges ...............................................................................................151 Query Folders Privileges .............................................................................................152

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Guidelines and Tips for Creating Profiles

Guidelines and Tips for Creating Profiles Different privileges are required in different combinations to complete different tasks. These privileges can be acquired from one profile or from a combination of profiles. Agents do not require any profiles in order for their interactions to be recorded. However, if they are to use any applications, such as My Universe or ROD, they must be defined as system users and given an appropriate profile. System users must be given privileges for the following:

•

The applications they will be using and the tasks within each application that they need.

•

The users (agents and/or system users) they are monitoring and managing. Do this through a group.

•

The Data fields they need to view. NOTE: NICE Perform has predefined profiles. You can use these as is, edit them, and/or create new profiles as needed. Among the predefined profiles is a profile to view all data fields. Add query and edit privileges in a separate profile as needed. For complete details, see Defaults Provided with NICE Perform on page 43.

Guidelines

•

Work with groups, not directly with users. Create a group for each job position and add users to groups. Even if a group has only one member. This allows you to work according to job positions and makes your system more modular.

•

Attach profiles to groups and not directly to users.

•

When adding users to a profile as a resource, add them as a group instead of directly. NOTE: Profiles are updated internally in the system once every minute. A user logging in to the system before the update, will not receive the updated privileges. This scenario might occur if you add privileges to a user and then immediately log out and log in as the user with new privileges. Privileges relating to Form Groups and that allow users to view other users are updated once every hour.

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User Privileges

User Privileges To give a system user the privilege to access (view, edit, query, record, playback) other users (agents and other system users), the user must be added to a profile as a resource and then the profile is attached to the system user. EXAMPLE:

You want to give Supervisor Sal permission to locate and playback interactions made by Agent Adam. Open an existing or new profile and select Add Resource > Add User. Select Agent Adam and select the View/Query User, and Playback privileges. Attach this profile to Supervisor Sal. Generally, groups are created for each job position and then users are added to the groups as members. Profiles are attached to group members and privileges are given over groups not individual users. Accordingly, when users change job positions, they automatically receive the necessary profiles, and the managers of the groups they join, automatically receive permission over them. Use user privileges to achieve the following:

•

To assign users permission over themselves, allowing them access their own calls. Assign privileges to the Self user and include it with other necessary privileges.

•

To allow a higher level user (manager) to track a specific user (such as a new employee) even when the employee changes positions.

IMPORTANT In addition to privileges to other users, the user must have privileges for the applications and the interaction data fields.

Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

User Privileges

General View/Query user

Playback

Display all of the user’s personal details and query the user’s interactions, evaluations, feedback and personal details.

X

X

X

X

The user must also have the View/Query user privilege.

X

X

X

X

Playback the user’s interactions. This privilege is only available if PBO license was purchased.

X

The user must also have the View/Query user and Record privileges. Record all interactions

Use the Record All Interactions feature to record this user’s interactions from within applications where it is available (ROD, Monitor, etc.).

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User Privileges

Record

X

X

Administrator/ IT

The user must also have the View/Query user privilege.

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

User Privileges (Continued)

X

X

Use the Record Current and Record Next Interaction features to record this user’s interactions from within applications where it is available (ROD, Monitor, etc.)

X

Create evaluations for this user. Evaluate

Modify and delete the evaluations for this user (that were created by this user). The user must also have the View/Query user and Playback privileges.

X

Calibrate evaluations for this user. Calibrate

The user must also have the View/Query user and Playback privileges.

Query Evaluations/Coaching Packages/My Universe views created by the user

Use with Business Analyzer privileges for Query Evaluations and Query Coaching Packages, and for creating My Universe Views for this user.

X

X

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X

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X

Group Privileges

Group Privileges To give a system user the privilege to access (view, edit, query, record, playback) groups of agents and/or other system users, the groups must be added to a profile as a resource and then the profile is attached to the system user. EXAMPLE:

You want to give Supervisor Sal permission to locate and playback interactions made by the Returns group. Open an existing or new profile and select Add Resource > Add Group. Select the Returns group and select the View/Query Group, and Play Member’s Interactions privileges. Attach this profile to Supervisor Sal. Generally, groups are created for each job position and then users are added to the groups as members. Profiles are attached to group members and privileges are given over groups not individual users. Accordingly when users change job positions, they automatically receive the necessary profiles, and the managers of the groups they join, automatically receive permission over them. Two groups appear in every profile. You can add additional profiles as needed. Any Managed Group

Use this group to assign privileges that you want managers to have over all their group members. Users who receive a profile containing privileges selected for this group automatically receive these privileges over all members of all the groups for which they are a manager. A user with privileges for Any Managed Group who is not a manager of any groups, does not gain any privileges from this profile. EXAMPLE:

Agent Wilma is a member in two groups: the Complaints group and the New Accounts group. She is a manager in the New Accounts group. Agent Wilma has a profile with the Record Members privilege for Any Managed Group. She can initiate recording for all members of the New Accounts group, but not of the Complaints group. All Users

When you attach a profile containing privileges for this group, the receiver of the profile then has these privileges over all the users in the organization, or in their All Users group.

Create groups according to job positions and work groups. Then attach privileges to these groups. Use group privileges to achieve the following:

•

Give managers privileges over all the users that they manage. Assign them in Any Managed Group. Then attach the profile to group managers.

•

Give managers privileges over specific groups. Add the group as a resource to a profile and attach it to the Managers Profiles tab for the group.

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Group Privileges Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Group Privileges

General Display all of the group’s members personal details. View/Query Group

Playback member’s interactions

Record all interactions

Record members

Evaluate members

Calibrate members

Query Evaluations/Coaching Packages/My Universe views created by group members

Create a query using the group’s members as search criteria. Requires Query privileges for Business Analyzer. Playback the interactions of all the group’s members. This privilege is only available if PBO license was purchased.

A M G

A M G

A M G

A M G

A M G

A M G

A M G

A M G A M G

Use the record all interactions feature to record each group member from within applications where it is available (ROD, Monitor, etc.).

Use the record current or record next interaction features to record each group member from within applications where it is available (ROD, Monitor, etc.). Requires separate privileges to use the other applications.

A M G

A M G

A M G

Evaluate all the interactions of all the group’s members. Requires Query privileges for Business Analyzer.

A M G

A M G

A M G

Calibrate the evaluations of all the group’s members. Requires Query privileges for Business Analyzer.

A M G

Use Business Analyzer privileges for Query Evaluations, Query Coaching Packages, and for creating My Universe Views for this group’s members.

A M G

A M G

A M G

A M G

A M G

A M G

AMG indicates that this privilege is assigned to the Any Managed Group group. AU indicates that this privilege is assigned to the All Users group.

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Applications Privileges

Applications Privileges The privileges for each application are listed in the following sections. In addition to application privileges, users will need permission to the relevant Interaction Database fields and to Users (this can be done via the groups to which the users belong). TIP: Your system comes with some predefined profiles. One of them, Basic Columns, has permission to the most used data fields and is attached to the All Users group.

Privileges are listed for the following applications:

•

System Administrator Privileges on page 133

•

Users Administrator Privileges on page 133

•

Business Analyzer Privileges on page 134

•

Form Designer Privileges on page 138

•

Monitor Privileges on page 138

•

ROD (Recording On Demand) Privileges on page 138

•

Reporter Privileges on page 139

•

Lists Editor Privileges on page 140

•

Rules Manager Privileges on page 140

•

Lexicon Manager Privileges on page 141

•

My Universe Privileges on page 141

•

ScreenSense Privileges on page 142

•

Backup Manager Privileges on page 143

•

Insight Manager Privileges on page 143

•

Player Privileges on page 145

•

Business Services Framework on page 146

•

ClearSight Privileges on page 146

•

Channel Monitoring on page 147

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Applications Privileges

System Administrator Privileges The System Administrator application is used to setup and define the different components in your NICE Perform system, enabling communication between them. After installing a component in your system, or adding a feature, it must be defined using the System Administrator. The System Administrator is used for updating NICE Perform Hardware and Software Licenses. Most procedures are one-time procedures performed as part of the installation process for each component. The site administrator retains permission to add/edit components as necessary. TIP: The System Administrator operates in two modes: Regular and Technician. Users working in Technician mode have complete access to the System Administrator, for adding, removing, and changing the settings of all components. Users working in regular mode can view all the components’ settings but cannot add or remove components and have limited ability to change settings. Technician mode is set from within the System Administrator application.

Open and use the System Administrator.

Administrator/ IT

Use application

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

System Administrator Privileges

X

Users Administrator Privileges The Users Administrator application is used by high-level System Administrators. This application is used to:

•

Add users to your employee database

•

Designate users as agents whose interactions can be monitored and recorded

•

Designate users as system users with privileges to access this and other NICE Perform applications

•

Designate users as managers with privileges to supervise other users

•

Create groups of users for managerial purposes

•

Set up global password and security options for all system users logging into any application (In an Active Directory environment, password and security options are determined by the operating system)

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Applications Privileges

Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Users Administrator Privileges

General Use application

Open the Users Administrator application. The user must have access to other users to see a list of users in the Folders pane.

X

Add/Modify/Delete User

Add, modify, and delete users.

X

Add/Modify/Delete Group

Add, modify, and delete groups.

X

Create new profiles and attach them to other users/groups. Profiles created by a user are ‘owned’ by that user.

X

Modify/delete existing profiles. Except for users with the SuperUser profile, users can only Add/Modify/Delete/Attach attach/edit/delete profiles that they own. Profile NOTE: To attach a profile to another user, the user must have the Edit user details privilege for that user or the Edit each member’s details privilege for a group in which the user is a member. To attach a profile to a group, the user must have the Edit group details privilege for that group. Edit organization Passwords/Security settings Reset User Password

X

Edit all Organizational settings. (In an Active Directory environment, password and security options are determined by the operating system.)

X

Use the Reset Password button to generate new system-defined passwords for system users.

Business Analyzer Privileges The Business Analyzer provides you with the tools to wade through the huge amount of information at your site and locate critical information and analyze it. The tasks it includes are:

•

Running queries (searches) to locate recorded interactions. Sites that have Audio Analysis, Feedback, or ScreenSense can run special queries according to each feature.

•

Playing back interactions via the Media Player.

•

Evaluating the performance of the agent who handled the interaction.

•

Running queries to locate specific evaluations, calibrate the evaluations to ensure accuracy and then analyze agent performance.

•

If your site includes Feedback, you can run queries to locate specific feedback surveys, review the surveys, and listen to customer comments.

•

Using the Audit Trail module to locate and analyze system messages.

•

Querying and creating Clips and Coaching packages to send to agents.

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Applications Privileges

NOTE: All Business Analyzer modules contain public and private folders. Queries/containers saved in a private folder can only be accessed by the owner of the folder (the user who saved the query/container) without additional modify or delete privileges. Queries/containers saved in a public folder can be modified or deleted by other Business Analyzer users who are assigned the appropriate privileges.

The Business Analyzer has six separate modules. They are:

•

Interactions

•

Evaluations

•

Audit Trail

•

Clips

•

Coaching

•

Feedback

Users must be given the privilege to use each module separately. The basic privilege for each module is Query. The query privilege for each module allows the user to do the following:

•

Open the module and run predefined public queries.

•

Create, run, modify, and delete their own private queries and folders.

Other privileges are given for several modules at once. EXAMPLE:

System User Jane has the Query Interactions and Query Evaluations privileges. She can open these two modules and run predefined public queries. The single privilege, Add/modify/delete public query, is added to one of Jane’s profiles. Jane can now add, modify, and delete public queries in both the Interactions and Evaluations modules.

Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Business Analyzer Privileges

General Create/modify/delete public queries owned by the user Modify/delete public queries owned by others

X

Create public queries in any module for which the user has Query privileges. Queries created by a user are ‘owned’ by that user. Modify and delete public queries owned by the user. Requires any Query privileges for this application.

X

Modify and delete public queries owned by others in any module for which the user has Query privileges. Requires any Query privileges for this application. Appendix C: Profile Privileges

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Applications Privileges

Create/modify/delete public Saved Items containers owned by the user

Create/modify/delete Saved Items containers in the public folder in any module for which the user has Query privileges. Saved items containers created by a user are ‘owned’ by that user.

Modify/delete Saved Items containers owned by others

Modify/delete public Saved Items containers owned by others in any module for which the user has Query privileges.

Create/modify/delete comments owned by the user Modify/delete comments owned by others

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Business Analyzer Privileges (Continued)

X

Requires any Query privileges for this application.

X

Requires any Query privileges for this application. Create comments to interactions or evaluations. Comments created by a user ‘owned’ by that user.

X

X

X

Modify and delete comments owned by the user. Requires Query Interactions or Query Evaluations privilege.

X

Modify/delete comments owned by others. Requires Query Interactions or Query Evaluations privilege.

Interaction Query Interactions

Analyze on demand

Run predefined public queries in the Interactions module. Requires View/Query privileges for agents.

X

X

X

X X

Use the Analyze on Demand tool to select interactions for audio analysis. Requires Query Interactions privilege.

X

X

Instant word search

Run Instant Word Searches

View Transcription

View the Transcription preview pane by enabling the View Transcription option.

X

Allows the user to extend retention of a specific call or calls.

X

Extend Retention

View Exceptions

Requires the call to be in the Business Analyzer results grid.

X

Allows the user to see the Exceptions preview pane when highlighting an interaction/contact. Also allows the user to filter interactions/contacts that have exceptions during interaction/recordings.

Evaluation Query Evaluations

Run predefined public queries in the Evaluations module. Requires Query and Query Evaluations privileges for agents.

Modify/delete evaluations owned by others

Modify/delete evaluations owned by others.

Modify/delete calibrations owned by others

Modify/delete calibrations owned by others.

Evaluate Customer Experience

Run a Customer Experience Evaluation.

X

X

X

X X

Requires Query Evaluations privilege.

X

Requires Query Evaluations privilege.

X

X

X

Requires Query Evaluations privilege.

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Applications Privileges

Modify/delete Customer Experience

Modify/delete a Customer Experience Evaluation.

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Business Analyzer Privileges (Continued)

X

X

X

X

X

X

Requires Query Evaluations privilege.

Packages Create/modify/delete public Packages owned by the user Delete Packages owned by others Query Packages

Create public packages. Packages that are created by a user are ‘owned’ by that user. Modify and delete public packages owned by the user. Requires Query Packages.

X

Modify and delete public coaching package owned by others. Requires Query Packages. Run predefined public queries in the Coaching module.

X

X

X

X

Requires Query and Query Evaluations privileges for agents.

Feedback Query Feedback

Run predefined public queries in the Feedback module. Requires View/Query privileges for agents.

X

X

X

View Feedback details

Open the Feedback Viewer to see individual survey results.

X

X

X

Audit Query Audit Trail

X

Run predefined public queries in the Audit Trail module. Requires View/Query privileges for agents.

eLearning Assign courses

X

Assign eLearning courses to users for whom you have View/Query privileges.

X

Clip Query Clip Recordings

Create/delete public Clip Recordings owned by the user Delete Clip Recordings owned by others

Run predefined public queries in the Clips module.

X

X

X

X

X

X

Requires Query and Query Evaluations privileges for agents. Create public clip recordings. Clip recordings that are created by a user are ‘owned’ by that user.

X

Delete public clip recordings owned by the user. Requires Query Clip Recordings privilege.

X

Delete public clip recordings owned by others. Requires Query Clip Recordings privilege.

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Applications Privileges

Form Designer Privileges The Form Designer is used to create online forms for evaluations.

Use application

Open the Form Designer and create new, or edit existing forms.

Modify/delete others

Modify or delete forms created by others for whom the user has View/Query privileges.

Delete installed forms

Delete forms that have been installed. Without this privilege, the user can only delete forms that have not yet been installed.

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Form Designer Privileges

X

X X

X

X

Monitor Privileges Users with privileges for the Monitor application can listen to calls and view screen activity in real time, and initiate recording.

Use application

Open and use the Monitor application.

X

X

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Monitor Privileges

X

ROD (Recording On Demand) Privileges ROD is a tray application installed directly on a workstation. It enables the user to easily record their own voice, screen, or voice and screen activity. Privileges should be given to agents who will be initiating their own recordings.

Administrator/ IT

Business User

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

ROD Privileges Privilege

Gives the user permission to...

Use application

Use the ROD tray application to record the user’s own interactions. The user must be defined as an agent and as a system user.

X

View recording status

The user can see if they are currently being recorded by another user. Example: A supervisor initiates ROD to record the user’s interaction from within another application.

X

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Applications Privileges

Reporter Privileges Reporter privileges are needed by users who will be creating customized reports and reporting schedules. Users who are viewing reports ‘off-line’ (via email, saved file, hard-copy, etc.) do not need access to the Reporter application. Users who are viewing reports ‘on-line’ (via My Universe) need Login and Viewing privileges to Reporter application. They also need privileges to My Universe. NOTE: You will need Report templates to create reports. These are available through Reporter Categories. Privileges for Reporter Categories must be given separately. See Reporter Categories Privileges on page 151.

Administrator/ IT

Business User

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Reporter Privileges Privilege

Gives the user permission to...

Use Application

Open the Reporter application.

X

X

X

X

Create private reports

Create private reports. These reports are ‘owned’ by the user who created them. Run, change, or delete any reports owned by the user. Requires Use Application privilege.

X

X

X

X

Create public reports

Create public reports. Requires Use Application and Create private reports privileges.

X

X

Modify/delete others public reports

Modify or delete public reports belonging to others for whom the user has View/Query privileges. Requires Use Application privilege.

Reporter Administrator

Use the Reporter Administrator. Requires Use Application privilege.

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X

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X

Applications Privileges

Lists Editor Privileges The Lists Editor is where all dropdown lists for other NICE Perform applications are created. Some list created in the list editor are:

•

Lists used by the Form Designer to create forms for evaluations.

•

Departments and Location lists found on the Details tab of the User definition in the Users Administrator.

•

Coaching Categories.

Open and use the Lists Editor.

X

Administrator/ IT

Use application

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Lists Editor Privileges

X

Rules Manager Privileges Rules Manager is used to create rules for scoring, classification, audio analysis, storage center, and to create recording schedules. You can also create indexes needed for Instant Word Searches using the Audio Analysis rules. Privileges to the Rules Manager are needed by Administrators and Business Users.

Administrator/ IT

Business User

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Rules Manager Privileges Privilege

Gives the user permission to...

Use application

Open and use the Rules Manager.

X

X

Use Scoring

Create Scoring rules to rate selected interactions on a numeric scale. Creating a Scoring rule adds a data column to your database.

X

X

Use Classification

Create Classification rules to tag selected interactions for later quick identification. Creating a Classification rule adds a data column to your database.

X

X

Create Audio Analysis rules to select interactions and tag them for later analysis.

X

X

Use Audio Analysis

To create Audio Analysis rules, the user must have privileges for the Lexicon Manager.

Use Storage Center

Create Storage rules to control Storage Center archiving.

X

X

Use Scheduler

Create recording schedules. The user must have Scheduler rules to record interactions.

X

X

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Applications Privileges

Lexicon Manager Privileges The Lexicon Manager application enables you to create word groups for audio analysis.

Open and use the Lexicon Manager.

Administrator/ IT

Use application

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Lexicon Manager Privileges

X

X

My Universe Privileges My Universe is a visual representation of key data from NICE Perform. It is a customized portal to the NICE Perform applications, providing immediate access to the essential data that is pertinent to the user. My Universe is composed of different windows displaying components of up-to-date data: Each window enables the user to look at the data provided by NICE Perform from a different perspective. Some windows are relevant to high level business managers who want a quick glance at the overall level of performance in the site. Some windows are relevant to supervisors who want to see how well the agents that they supervise are performing. Other windows are relevant to agents who can see how well they are performing compared to their colleagues over a period of time. Using the View Manager, you can define which components are available for other users to view in My Universe. In addition to privileges to use the My Universe application, the user will need privileges to the applications viewed in My Universe.

Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

My Universe Privileges

General Use application

Open My Universe to view the components defined for the user.

Select View

User can select a view in My Universe.

Edit View Components

User can edit the settings of a component.

X

X

X

X

X

X

X

X

X X

View Manager Use View Manager Application

User can open the View Manager.

X

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X

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X

Applications Privileges

Assign View for Other Users

User can assign a view to other My Universe users. The user must have View/Query privileges for each user.

Modify Delete Other Views

Modify or delete a view that other users created.

X

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

My Universe Privileges (Continued)

X

X X

ScreenSense Privileges ScreenSense enables you to create voice and screen interactions, create recordings and extract information that appears on the agent’s screen to the database based entirely on what takes place on an agent’s screen. ScreenSense gives you the power to capture your agent’s voice, and/or screen, whenever an Event of your choice takes place. These recordings are tagged, enabling easy searches, retrieval and evaluation of the interactions. Using the ScreenSense Manager, you create Events. When an agent performs a specific activity at his/her workstation (Trigger), a value from the agent’s screen is extracted to the database (Screen Object) and/or a predefined flow (Action) takes place.

Administrator/ IT

Business User

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

ScreenSense Privileges Privilege

Gives the user permission to...

Use application

Start ScreenSense wizard and view ScreenSense events and groups of events.

X

Edit Events and Event groups

Edit ScreenSense events and groups of events. Requires View Events and Event Groups privilege.

X

View attached Events to users or user groups

View attachments of group events.

X

Edit Events attachment to users or user groups

Modify attachments of group events. Requires View attached Events to Users or User Groups privilege.

X

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Applications Privileges

Backup Manager Privileges Backup Manager enables you to archive audio manually, retrieve audio from archived media and delete audio from archived media. The Backup Manager does not enable you to configure archiving scheduling rules for your site. This task is performed in the System Administrator application.

Use the Backup application.

Administrator/ IT

Use application

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Backup Manager Privileges

X

Insight Manager Privileges The Insight Manager provides a business-flow interface. Insight Manager enables you to classify customer interactions into definable categories, based on words/phrases detected in interactions. The classification of the interactions allows the enterprise to better understand identify core business trends and operations issues. For example:

•

What are the reasons for customer calls (product inquiries, billing issues, promotions, cancellations and so on).

•

What are the top service issues (lost delivery, damaged products, missing items and so on).

•

Identify cross-sell/up-sell attempts made by agents

•

Identify interactions in which a competitor name was mentioned by the customer.

For each task, you can define words/phrases that the task will try to detect within a specified set of interactions, thereby providing a powerful analysis tool. The Insight Manager enables hindsight analysis (analysis of past interactions) and foresight analysis (analysis of ongoing interactions). This analysis is carried out by running different types of tasks.

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Applications Privileges

Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Insight Manager Privileges

Application Use Application

Open the Insight Manager

X

X

Create/modify/delete discovery tasks owned by the user

Create Discovery Tasks. Discovery Tasks created by a user are ‘owned’ by that user.

X

X

Run/Stop discovery tasks owned by the user

Run or stop Discovery Tasks owned by the user.

X

X

Modify/delete discovery tasks owned by others

Modify or delete Discovery Tasks owned by others for whom the user has View/Query privileges.

X

X

Run/Stop discovery tasks owned by others

Run or stop Discovery Tasks owned by others for whom the user has View/Query privileges.

X

Create/modify/delete monitoring procedures owned by the user

Create Monitoring Procedures. Monitoring Procedures created by a user are ‘owned’ by that user.

X

Run/Stop monitoring procedures owned by the user

Run or stop Monitoring Procedures owned by the users.

X

Modify/delete monitoring procedures owned by others

Modify and delete Monitoring Procedures owned by others for whom the user has View/Query privileges.

X

Run/Stop monitoring procedures owned by others

Run or stop Monitoring Procedures owned by others for whom the user has View/Query privileges.

X

View task results

View the results in Business Analyzer.

X

X

Create/modify/delete public queries owned by the user

Create a public query to find tasks. Queries created by a user are ‘owned’ by that user.

X

X

Modify/delete public queries owned by others

Modify or delete public queries owned by others for whom the user has View/Query privileges.

Create/modify/delete public Saved Items containers owned by the user

Create Saved Items containers in the public folder. Saved Items containers created by a user are ‘owned’ by that user.

Modify and delete Discovery Tasks owned by the user.

Modify and delete Monitoring Procedures owned by the user.

Import/Export task data Create/modify/delete Trend Analysis

General

Modify or delete public queries owned by the user.

X

X

Modify or delete public Saved Items containers owned by the user.

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X

Applications Privileges

Modify/delete public Saved Items containers owned by others

Modify or delete public Saved Items containers owned by others for whom the user has View/Query privileges.

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Insight Manager Privileges (Continued)

X

Player Privileges The Player enables you to play back voice and/or screen interactions via your telephone or speakers. The Player can be accessed in two modes:

•

Applications Suite Mode: In this mode, the Player is opened when you select an interaction and click Play from within one of the NICE Perform applications. You can play back the

interaction and display the interaction sound waves. In this mode, the Player displays information about the interaction activity (when an agent/customer is speaking) and the interaction events (word-spotting events, ScreenSense events, annotations and excitement levels). You can add annotations to an interaction, display/hide interaction events, save an interaction to your desktop and send an interaction as an email attachment. In addition, you can define the Player output type and Player preferences.

•

Standalone Mode: In this mode, the Player must be opened manually from your desktop.

After the Player is opened, you can select an interaction (NMF file or AUD file) for playback and display the interaction sound waves. In addition, you can save an interaction under a different file name and send an interaction as an email attachment.

Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Player Privileges

Interactions Save/email interactions

Save interactions to file on the system and email interactions from the email application on the desktop.

Allow complete interaction playback

Playback an entire interaction, including any segments that were transferred to an agent for whom the user does not have playback privileges.

Allow screen playback

Playback saved screen interactions for interactions that the user has permission to play back.

Find Audio

Playback calls by specific channel, logger, and timeframe.

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X

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Applications Privileges Administrator/ IT

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Player Privileges (Continued)

Annotations Create/Modify/Delete Text Annotations owned by the user Modify/Delete Text Annotations owned by others

Create/modify/Delete Text Annotations owned by the user.

X

X

X

X

X

(Applicable to Application Suite Mode only)

X

Create/modify/Delete Text Annotations owned by other users. (Applicable to Application Suite Mode only)

Business Services Framework Business Services Framework is a set of tools and APIs for NICE Perform customization and integration purposes.

Open and use Business Services Framework.

Administrator/ IT

Use framework

Business User

Gives the user permission to...

Team Leader/ Supervisor Evaluations/ QM/Monitor

Privilege

Agent

Business Services Framework Privileges

X

ClearSight Privileges ClearSight performs analysis on a set of interactions that were previously grouped together in a category using Insight Manager.

Use application

Open and use ClearSight.

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Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

ClearSight Privileges

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Applications Privileges

Channel Monitoring Channel Monitoring enables administrators and technicians to monitor channels according to each specific logger at a site to make sure they are working properly. They can also play back recordings of channel activity that were recorded from each channel, as well as play the channel activity (monitor) in real time.

Administrator/ IT

Business User

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Channel Monitoring Privileges Privilege

Gives the user permission to...

Use application

Open and use Channel Monitoring.

X

Play channel

Play a segment (in minutes, as defined in the preferences of the application) of a channel’s voice from X minutes back to current time.

X

Monitor channel

Monitor a channel (real time voice playback).

X

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Interaction Data Privileges

Interaction Data Privileges Privileges to access each piece of available information (data field) must be given separately. Create a profile containing the most basic data fields that would be used by all System Users (agent ID, interaction start time, and end time, etc.) Then create separate profiles containing privileges to more privileged information (comments, email address, etc.) to be attached as needed. NOTE:

•

Your system comes with a predefined profile called Basic Columns. It includes View and/or Query privileges to the Interaction Data fields needed by most system users.

•

Some of the Interaction Data fields included in the Basic Columns profile are required for internal use. Do not remove these!

•

See the Interaction Data Reference Guide for an itemized description of the interaction data fields.

•

Interaction Data privileges cannot be added to a default profile. When a data field is attached to a user/group, you must give privileges separately.

View

To view this data column.

Edit

To change the value of this data column.

Query

To run a query using this data column as search criteria. Requires Business Analyzer privileges.

Filter

For data columns selected as Filterable, this opens a filter box so that you can select a range of data from the selected data field. Example: The data field is Last Name and you apply a filter for names less than ‘b’. Only those names that begin with ‘a’ will be available to whoever receives this profile.

and Filterable

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Interaction Data Privileges

For further information, see Selecting and Filtering Interaction Data Privileges.

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Interaction Data Privileges

Selecting and Filtering Interaction Data Privileges You can select and filter the Interaction data privileges for a profile and thus control the data that groups/users with that profile have access to and can view, query and edit. You can enable:

•

View privileges for the data field for users/groups with the profile. Users/groups with the

profile will be able to view this data field.

•

Edit privileges for the data field for users/groups with the profile. Users/groups with the profile will be able to edit this data field.

•

Query privileges for the data field for users/groups with the profile. Users/groups with the

profile will be able to use this data field as query criteria. IMPORTANT In order to enable view/edit/query privileges, these privileges must first be enabled globally for each data field in the System Administrator (database definition).

You can filter the data available in selected data fields. This gives the user/group with the profile permission to view, edit and/or query this data field (depending on the privileges enabled) for the values defined by the filter only. The filterable option is predefined with your system and cannot be edited by the user. EXAMPLE:

The data field is Last Name and you apply a filter for names less than ‘b’. Only those names that begin with ‘a’ will be available to whoever receives this profile. To select and filter Interaction data privileges: 1.

In the Organization tree, click Profile, then in the General tab, select a profile.

2.

Click Interaction Data.

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Interaction Data Privileges

The Select Interactions data privileges window appears.

Filterable Data Field

3.

Locate the required data field in the Column name column.

4.

Select View, Edit, and/or Query as required. These privileges must be enabled globally in the System Administrator database definition to be able to assign them here.

5.

To filter a data field, the data field must be selected as Filterable. The Filterable option is predefined with your system installation. Double-click the Filter cell of the required data field. The Filter Settings window appears.

6.

Select the required values. Then click

7.

Click

8.

Click

to exit the Filter Settings window.

to exit the Select Interactions data privileges window. to save the changes.

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Reporter Categories Privileges

Reporter Categories Privileges Reporter templates are divided into categories. You must have privileges to use a Reporter Category in order to add it to the Reporter and create reports using the templates in the category. There is a unique Reporter Category, called All. Users with privileges to All automatically gain privileges to all reporter categories as soon as they are added to the system. As soon as even one Reporter Category is added to the Reporter Categories, the privilege for All is cleared. You must then add each Reporter Category separately.

Use category

Use the category of Reporter templates.

Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Reporter Categories

Form Groups Privileges Evaluation forms are grouped together in the Form Designer. You must have privileges to a Form Group in order to use its Evaluation forms. There is a unique Form Group, called All. Users with privileges to All automatically gain privileges to all Form Groups as soon as they are added to the system. As soon as even one Form Group is added to the Form Groups, the privilege for All is cleared. You must then add each Form Group separately. NOTE: Profiles are updated internally in the system once every minute. A user logging in to the system before the update, will not receive the updated privileges. This scenario might occur if you add privileges to a user and then immediately log out and log in as the user with new privileges. Privileges relating to Form Groups and that allow users to view other users are updated once every hour.

Use form group

Use this group of Evaluation forms.

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Administrator/ IT

Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Form Groups

151

Query Folders Privileges

Query Folders Privileges Queries are grouped together in the folders. You must have privileges to a Query Folder in order to run its queries. There is a unique Query Folder, called All. Users with privileges to All automatically gain privileges to all query folders as soon as they are added to the system. As soon as even one Query Folder is added to the Query Folders, the privilege for All is cleared. You must then add each Query Folder separately.

Use Query Folder

Access and run queries in this folder.

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Gives the user permission to...

Business User

Privilege

Team Leader/ Supervisor Evaluations/ QM/Monitor

Agent

Query Folders

152

D Sample Contact Center Initial setup up of your company structure takes time and planning. Once you install your basic structure and understand the flow of command, maintaining your company structure will be a simple task. We provide a scenario of the fictitious company, the ABC Contact Center, as a sample to help you understand the flow of command. See Figure D-1 on page 155 for a diagram of the ABC Contact Center.

Contents Overview of a Sample Contact Center........................................................................154 Sample Structure ..........................................................................................................156 Working the System - Examples .................................................................................157

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Overview of a Sample Contact Center

Overview of a Sample Contact Center The ABC Contact Center is divided into two groups (divisions): Phone Services and IT. Each division has one or more managers (supervisors). NOTE: A bank could contain divisions as follows: New Accounts, Money Transfers, VIP Accounts, Checking Accounts. Use the same procedures to create your customized company structure.

The IT division is a small division whose members are all on the same level. They supervise the daily running of the system and applications. They control Login options, user ID’s and password information. IT employees are not monitored. They do not need to be defined as agents. They require access to all applications and other resources. They are defined as system users. The IT manager reports directly to the ABC Contact Center manager. The Phone Services division is a larger division made up of several departments. The members of each department are agents in charge of handling different types of telephone requests. It has two high-level managers and is divided into four departments (subgroups). Each department has a group manager and several employees. The entire Phone Services division, including the managers, is monitored. Therefore, they must all be defined as agents. Each manager will be using the system applications and must also be defined as a system user. The following diagram shows the ABC Contact Center organizational structure.

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Overview of a Sample Contact Center

Figure D-1 Sample Contact Center Hierarchy

ABC Contact Center

Anthony (Manager)

Phone Services

IT

Alfred (Manager)

Matthew (Manager)

Betty (Manager)

Natalie

Complaints

Orders

New Accounts

New Employees

Dennis (Manager)

Millicent (Manager)

Tina (Manager)

Linda (Manager)

Mary

Jane (Manager)

Jonathan

Susan

Charles

Tom

Sammy

Sammy

Susan

Dick

Marjorie

Harry

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Sample Structure

Sample Structure IMPORTANT Profiles work in combination, not separately. Thus, if you receive the privilege to view agent Jane from one profile and the privilege to playback interactions from another profile, you can playback agent Jane’s interactions.

TIP: Attach all profiles using the Profiles or Managers Profiles tab for each group and not directly to users. In this way, if users change groups or managers of groups change, each user/manager receives the appropriate profile.

The following is a sample of how you might create and assign some profiles in the ABC Contact Center. Working the System - Examples on page 157 deals with some changes that might occur based on the scenario below. 1.

All ABC employees can use My Universe to view their evaluations. They must all be defined as System Users with access to use My Universe and Use application privileges to the Business Analyzer. These privileges will be included in one profile called Review Evaluations. Attach it to the All Users group’s profiles tab.

2.

Each group manager (Dennis, Millicent, Jane, Tina, and Linda) must be given the privilege to monitor and playback their entire group’s calls. They will be given all privileges for Any Managed Group except for Evaluate and Calibrate. They will also receive privileges to the Monitor and ROD applications. These privileges will be included in one profile called Manager Level1. Attach it to the managers profiles tab for the Complaints, Orders, New Accounts, and New Employees groups.

3.

High-level managers (Alfred and Betty) must be able to monitor and playback the calls made by all the groups below them (Complaints, Orders, New Accounts, and New Employees). They need the Manager Level1 profile. Attach it to the managers profiles tab for the Phone Services group.

4.

The high-level managers evaluate each agent’s performance. They require access to the Business Analyzer and the privilege to evaluate and calibrate the members of all their groups. Create a profile called Manager Level2 with Evaluate and Calibrate privileges for Any Managed Group and all privileges for the Business Analyzer except for modify/delete others. Attach it to the managers profiles tab for the Phone Services group.

5.

The ABC Administrator (Anthony) sets up recording schedules and therefore requires access to the Rules Manager. Call it Administrator. Attach it to the managers profiles tab for the ABC Contact Center group (this is the top level group and can be the Groups folder).

6.

The agents in the Complaints group also create and run reports. They require a profile with privilege to the Reporter, excluding the Reports Administrator. Call this profile Reporter. Attach it to the profiles tab of the Complaints group.

7.

The New Employees group consists of recently hired agents from other groups. They require special attention. Therefore, their direct manager evaluates their performance. Linda requires access to the Business Analyzer. Attach the Manager Level2 profile to the managers profiles tab of the New Employees group. Appendix D: Sample Contact Center

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Working the System - Examples

Working the System - Examples Using the scenario and profiles described in Sample Structure on page 156, the following changes might occur: 1.

You realize that the system users using Rules Manager also require privileges to the Lists Editor. Add the Lists Editor Privileges to the Administrator profile. Anthony automatically gains these privileges. (Item 5 in Sample Structure on page 156)

2.

Mary moves from the Complaints group to the New Accounts group. Mary automatically loses the Reporter profile and thus privileges to the Reporter. (Item 6 in Sample Structure on page 156)

3.

Jane leaves the Orders groups and becomes a manager of the New Employees group. She automatically gains the Manager Level2 profile (Item 7 in Sample Structure on page 156). She loses privileges over the employees of the Orders group, but gains privileges over the employees of the New Employees group.

4.

A new department, Holidays, is created to deal with special holiday promotions. Linda is asked to expand her services and evaluate this new department while not being a manager of that department. This is a special task that will be performed only by Linda. If she is replaced, her replacement will not be performing this task. Create a new profile called Eval Holidays. Add the Holidays group as a resource to this profile with full privileges. Attach this profile directly to Linda on her users profiles tab. (Linda already has privileges for evaluating from the Manager Level2 profile she received as manager of the New Employees group [Item 7 in Sample Structure on page 156], she now required access to the users of the Holidays group.)

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Blank page for double-sided printing.

Glossary Active Directory Authentication NICE Perform interfaces with Windows Active Directory. Each system user is defined in the Active Directory by a unique Windows User Name and Domain. The user is then defined in NICE Perform with the exact same Windows User Name and Domain. NICE Perform interfaces directly with your operating system and uses the values in the Active Directory to authenticate each system user. In this environment, you do not define an additional login name and password in NICE Perform, since the user’s actual Windows User Name and password are used to log in to NICE Perform. Password policy is determined by Active Directory. See also NICE Perform Authentication

Agent A user whose calls are recorded. Agents can be a member of a group and/or the group manager. Agents do not need access to system resources or to other users or applications. Agents can be traders, brokers, or back-office personnel.

Group A set of users who are united for the purpose of assigning like privileges. A user can be a member in more than one group. A group must have at least one manager.

Interaction An Interaction is any call made by or to an agent and logged in the system. Interactions can be recorded and played back. Voice interactions can also be archived. Interactions can also be logged in the system as having occurred without saving the actual interaction.

Manager A user in a group who has special privileges over the other users. Privileges assigned to a group’s manager are not automatically assigned to the group’s users. A group can have more than one manager.

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NICE Perform Authentication Each system user is defined in the NICE Perform system by a unique login name. The user uses this login name, and the password defined with it, to log in to NICE Perform. See also Active Directory Authentication

Organization The Organization is the entire operation. Organization = site = system.

Profile A profile is a set of privileges. Profiles are attached to users or to groups. Each user can have many profiles. If the privileges in a profile are changed, they automatically change for all the users who were previously given that profile.

Recorded Interaction A Recorded Interaction is an interaction that occurred in the past and is stored for future playback. Recorded Interactions can be locked to prevent automatic deletion, archived, and sent via email.

System User A user who uses the applications to supervise the system and other users. System users whose interactions are recorded must be defined as agents.

Trader See Agent.

User Anyone defined in NICE Perform. Users can be agents and/or managers. Users can be assigned privileges to access other users and system resources (system users). Anyone using the system in any capacity (logging into applications, being recorded, etc.) must be defined as a user.

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Index A

B

Users Administrator 60 data fields see also business data activating system user accounts 88, 89 Active Directory changing login and password 85 deactivating/activating system user accounts 89, 119 defining login name 74 displaying domains 116 overview 32 troubleshooting login 122 Administrator/IT, predefined profile 43 agent ID adding 91 as agent identification 33 agent identification 76 agents see also users adding system user status 119 overview 28, 71 troubleshooting 123 types of identification 33 All Users group, Users Administrator creating 121 described 30 folder 30 predefined user 45 Any Managed Group, Users Administrator described 52 applications privileges to 132 applications, Users Administrator adding permission to in a profile 57 authentication 32 auto logout settings 112 Basic Columns, predefined profile 44 Basic Recordings, predefined user 43 Business Analyzer privileges to 134 business data

C

D

E F

G

ClearSight privileges to 146 Compliance, predefined profile 44 contact center sample 153 contents pane, Users Administrator 21 data fields 60 adding as a profile resource 63 deactivating system user accounts 88, 89 defaults, Users Administrator 43 deleted users troubleshooting 122 Users Administrator 23, 93 deleting users 92 details pane, Users Administrator 25 display names 21, 118 domain displaying in selection lists 116 extension, as agent identification 33

folders pane, Users Administrator tips 15 forbidden passwords, setting 109 Form Designer privileges to 138 Form groups privileges to 151 formatting user names 21, 118 groups searching 16 groups of users adding a manager 102 adding as a profile resource 55 adding members 100 Index

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attaching profiles 66, 104 before you begin 96 creating 97 creating All Users 121 deleting 104 described 37 hierarchy 37 imported 47 overview 28, 95 privileges to 130 removing members 100 sample structure 153 showing details 38

H I

hierarchy of groups, Users Administrator 37

identification agent, Users Administrator 76 imported users and groups 47 inherited profiles, rules of 40 Insight Manager privileges to 143 interaction data filtering in profiles 149 privileges to 148

L

M

Lexicon Manager privileges to 141 Lists Editor privileges to 140 Logger Backup privileges to 143 login details 111 Login window displaying last login 118 login, system users changing 85 deactivating and reactivating 88, 89 default 44 setting password restrictions 106 setting security 110, 112 managers of groups adding to a group 102 attaching profiles 66 maximum password age, setting 108 members of groups adding to a group 100

defining a group manager 102 removing from a group 100 minimum password age, setting 108 Monitor privileges to 138 My Universe privileges to 141

N O P

nice nice, default login account 44

organization, Users Administrator overview 30

password settings checking requirements 109 expiration for individual system users 86 expiration period 108 forbidden 118 history 109 options described 107 restricting for individual system users 106 password troubleshooting 122 Player privileges to 145 privileges see also profiles adding to a profile 62 Administrator/IT predefined 43 Basic Columns predefined 44 described 125 for applications 132 for groups 130 for users 128 overview 28 sample structure 153 Security Administrator predefined 43 profiles see also privileges adding a user 119 adding applications to 57 adding data fields to 63 adding Query Folders to 58 adding Reporter Categories to 57 adding users and groups to 55 attaching 66 attaching directly to users 89 attaching to groups 104 before you begin 52 creating 54 Index

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deleting 69 described 40 editing privileges 62 guidelines and tips 50, 127 inheritance rules 40 overview 28, 49 privileges described 125 sample structure 153 showing details 42 system defaults 43 troubleshooting 123

Q

R

S

account lockout 119 activating and deactivating 88 authenticating 32 customizing details 80 deactivating/reactivating login accounts 119 defining identification 77 forbidden passwords 118 overview 28, 71 recording 119

T

Query Folders adding permission to in a profile 58 Query folders privileges to 152 reactivating system user accounts 88, 89 Reporter privileges to 139, 151 Reporter Categories 64 adding applications to 64 adding permission to in a profile 57 ROD (Recording On Demand) privileges to 138 Rules Manager privileges to 140

sample, Users Administrator contact center 153 organization structure 156 screen recording agent identification 76 ScreenSense privileges to 142 searching for users and groups 16 Security Administrator, predefined profile 43 security settings activating individual system users 88 Active Directory 89 options described 112 organization level 110 Self user, Users Administrator 45, 52 Superuser, predefined profile 43 Superuser, predefined user 43 System Administrator privileges to 133 system users see also Active Directory see also users

U

Trader, predefined profile 44 traders see also agents overview 28 troubleshooting limited functionality 123 missing agent information 123 missing agents 123 profile changes 123 Unmapped User, predefined user 43 user names, formatting 21, 118 user password, setting 108 users see also agents see also system users see also Active Directory adding agent ID 91 adding as a profile resource 55 adding to a profile 119 attaching profiles 66, 89 authenticating 32 before you begin 72 creating 73 customizing system user details 80 defaults 43 deleting 92 described 31 editing details 80 imported 47 overview 71 predefined 43 privileges to 128 sample structure 153 searching 16 showing details 34 using the Self user 45 Users Administrator deleted users 23, 93 formatting user names 21, 118 Index

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hierarchy overview 28 navigating 14 organization settings 105 organization structure 156 overview 11

privileges to 133 workflow 46

W

workflow, Users Administrator 46

Index NICE Perform ® Release 3.1: Users Administrator Guide (Rev. A2)

164