Nice Perform Monitor Guide

NICE Perform® Release 3.1

Monitor Guide April 2008 385A0424-04 Rev. A0

Insight from Interactions

® TM

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385A0424-04 Rev. A0

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Contents 1 Introducing Monitor

7

Opening Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Navigating Through Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Folders Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Details Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2 Getting Started

13

Defining Monitor Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Customizing the Details Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Choosing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Removing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Rearranging Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Creating Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Editing and Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3 Using Monitor in Agents View

27

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

Index

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

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1 Introducing Monitor Welcome to Monitor! Monitor enables you to listen to the voice and view screens of live agent interactions. From your workstation, you can see when an agent is interacting with a customer. You can choose to listen to the voice or play its screen in real-time, and/or record and play back the interaction later on. This manual provides you with guidelines, tips, and procedures for using Monitor. NOTE: An interaction is any exchange that occurred between an agent and any other participant. For information about complete interactions, interaction segments, or stages of interactions, see Business Analyzer Guide. NICE Perform Release 3.1 supports the recording and monitoring of segments only. IMPORTANT This manual describes the complete functionality of the application. Your ability to use the system is dependent on your site configuration and your own access privileges.

Contents Opening Monitor ............................................................................................................... 8 Navigating Through Monitor............................................................................................ 9 Folders Pane.............................................................................................................. 10 Details Pane ............................................................................................................... 10

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Opening Monitor

Opening Monitor Monitor is accessed from the NICE Perform Applications Suite. To open Monitor: 1. Log in to the NICE Perform Applications Suite. 2. In the navigation bar, click Monitor.

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

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Navigating Through Monitor

Navigating Through Monitor Monitor activity options are displayed in one window. Action buttons Edit columns Application Settings Print Business data

Modules sidebar

Folders pane

Details pane

Agents Module

In the Agents module, you can:

•

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

•

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

•

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

•

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

•

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

•

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

•

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

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Navigating Through Monitor

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

•

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

•

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

•

My Groups displays all the Groups you defined in Monitor.

Groups created in Monitor can only be viewed in Monitor. For instructions on how to create a new group, see Creating Groups on page 22. When would I want to create my own groups? EXAMPLE:

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

Details Pane The Details pane is your work area for performing all Monitor activities, including monitoring, recording, tagging interactions, and playing back recorded segments. In the Agents module, the Details pane can be optionally divided into two sections. The upper section provides general information about the agents and their activity. This section indicates whether or not an agent is logged in, interacting with a customer, whether or not he or she is being monitored or recorded, the agent’s ID, and many other details. The lower section, the Recording Information section, displays details about the actual recording at the site. When you select an agent who is participating in an interaction, if the interaction is currently being recorded at the site, a row of details is displayed for each participant in the recorded interaction, and for each media type recorded. NOTE: Interaction details are displayed even when recording is initiated by Total Recording or by someone else at the site. NOTE: If, for whatever reason, a Logger fails to record the interaction, Recording Information indicates the failure. However, Recording Information will not indicate a failure if it occurred before recording began.

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Navigating Through Monitor

See the examples below. EXAMPLE:

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

EXAMPLE:

Andrea the Agent spoke with a customer between 9:00 AM and 9:30 AM. At 9:02 AM, Andrea selected Voice as her Recording Media, then selected Record Current Call. At 9:12 AM, Andrea stopped the recording. At 9:10 AM, Scott the Supervisor saw that Andrea was interacting with a customer. He selected Voice+Screen as his Recording Media, selected Andrea’s name in the Details pane, then selected Record Current Call. Monitor recorded the interaction until it ended. Recording Information displayed three rows of details for this interaction: Row #1: Details about Andrea’s voice from the interaction from 9:02 AM to 9:30 AM. Row #2: Details about the customer’s voice from the interaction from 9:02 AM to 9:30 AM. Row #3: Details about Andrea’s screen from 9:10 AM to 9:30 AM. In this example, the actual voice recording of this interaction at the site was from 9:02 until 9:30 AM. Actual screen recording was executed between 9:10 AM and 9:30 AM. Hence, three rows of details were displayed. For more information about the Details pane, see Customizing the Details Pane on page 16.

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2 Getting Started This chapter describes how to customize Monitor to suit your needs.

Contents Defining Monitor Settings ..............................................................................................14 Customizing the Details Pane ....................................................................................... 16 Creating Groups ............................................................................................................. 22

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Defining Monitor Settings

Defining Monitor Settings IMPORTANT Monitor currently records interaction segments only.

Before you begin using Monitor, you need to define:

•

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

EXAMPLE:

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

•

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

EXAMPLE:

You need to record ten minutes of an agent’s interaction. In the Time Interval Recording field, enter 10. Then select an agent and click Time Interval Recording . Ten minutes of the agent’s interaction will be recorded. For a detailed description of the recording options, see Recording Agent Activity on page 29.

•

Show Recordings Information - displays recording details of a selected interaction that is

currently recorded at the site.

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Defining Monitor Settings

To define Monitor settings: 1. Click Settings

. The Settings Window appears.

2. From Recording Media, select either Voice, Voice+Screen, or Screen. 3. In the Time Interval Recording field, enter a time interval in minutes.

The Time Interval Recording value defines a preset amount of time for recording a block of time. For an example of Time Interval Recording, see Recording Agent Activity on page 29. 4. (Optional) Select Show Recordings Information. 5. Click Save

.

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Customizing the Details Pane

Customizing the Details Pane The Details pane contains information columns. The columns in the upper section provide general information about each agent’s status. For example, the Activity column indicates which agents are logged in, and of those, which agents are participating in an interaction. When displayed, the lower section, Recording Information, contains columns with details about a selected interaction that is currently being recorded at the site. IMPORTANT The Details pane displays current interaction information for agents whose names were displayed from the time you opened Monitor. You will not see interaction or recording details from interactions that ended prior to opening Monitor and displaying the agents’ names.

In the upper section only, you can choose which columns you want to view. You can also choose the order in which the columns are displayed. TIP: You will probably want to display the columns in the order of importance from left to right. For example, you will probably want the Agent Name to appear as the first column from the left.

For information about the columns, see the following tables. Table 2-1: General Details Columns Column

Description

Activity

Indicates when: (gray face) Agent is not logged in to the system. Agent is logged in but not participating in an interaction. Agent is logged in and participating in an interaction. Note: If an agent is defined by Extension and not Agent ID, Monitor does not receive login information. In this case, the icons will display as follows: (gray face) When you open Monitor for the first time, or when refreshing the screen. When the agent participates in an interaction. When the agent ends the interaction.

Agent ID

Agent ID as defined in Users Administrator.

Agent Name

Agent name as defined in Users Administrator.

Department

Agent Department as defined in the switch. Chapter 2: Getting Started

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Table 2-1: General Details Columns (Continued) Column

Description

Device ID

Device ID number as defined in the switch.

Device Type

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

Dialed In

DNIS number - relevant to incoming calls only

Direction

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

Duration

Duration of the voice interaction.

End Time

Time when the voice interaction was terminated.

Monitor

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

Phone Number

Customer’s phone number.

Record

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

Record Request

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

Segment ID

Segment ID number.

Segment Type

CTI, Time Interval.

StartTime

Time when the voice interaction was initiated.

Station

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

Switch ID

Switch ID number as defined in User Administrator.

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Customizing the Details Pane

Table 2-2: Recording Information Columns Column

Description

Channel

Logger channel number.

Stop Time

End time of record request.

Failure Reason

If recording fails, a failure message appears.

Segment ID

Segment ID number.

Logger

Logger ID.

Media Type

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

Recording Initiator

For example, Total or ROD.

Recording Program

Recording Program name.

Start Time

Start time of record request.

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Customizing the Details Pane

Choosing Columns

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

To select columns: 1. Click Edit Columns

.

The Edit Columns window appears.

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

•

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

•

To select multiple nonconsecutive columns from the list, press and click the desired columns.

3. Click

.

The selected columns appear in the Selected Columns list. 4. Click Save

.

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

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Customizing the Details Pane

Removing Columns To remove columns: 1. Click Edit Columns

.

The Edit Columns window appears.

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

•

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

•

To remove multiple nonconsecutive columns from the list, press and click the columns.

3. Click

.

The removed columns are displayed in the Available Columns list. 4. Click Save

.

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

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Customizing the Details Pane

Rearranging Columns To rearrange columns: 1. Click Edit Columns

.

The Edit Columns window appears.

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

3. To rearrange the selected column, click Up or Down 4. Click Save

.

.

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

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Creating Groups

Creating Groups You can create new agent groups, which appear in Monitor only. With this feature, you can quickly view details, and monitor and record interactions of agents you are particularly interested in monitoring. IMPORTANT Monitoring operates best for small groups. You should try to keep your groups small. You can create these groups either in the Users Administrator or in Monitor.

EXAMPLE:

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

To create a new group: 1. In the Folders pane, click New Group

.

The Select Users/Groups window appears.

2. In the Name field, enter the new group name. 3. In the Resource Tree area, select All Users, Groups, or a specific group.

The resource you selected in the Resource Tree displays expanded in the Available Items area. 4. In the Available Items area, double-click the agents and groups you want to include in the

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

.

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Creating Groups

The Selected Items area now displays all the agents and groups that will be included in the new group. To remove an item from the Selected Items field, select the item and click 5. Click

.

.

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

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

To correct this error and create a smaller group: a. Click OK in the Monitor error message box. b. Remove items from the Selected Items field, select the item/s and click

.

c. Click OK.

The new group now appears in the Folders pane.

Editing and Deleting Groups Monitoring operates best for small groups. You should try to keep your groups small.

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Creating Groups

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

To edit a group: 1. In the Folders pane, in My Groups, select the group you want to edit. 2. Click Edit Group

.

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

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

.

4. To add agents to the group: a.

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

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

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

.

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

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Creating Groups

5. Click

.

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

The use of such a large group is not advisable in Monitor. You should create several smaller groups. To correct this error and create a smaller group: a. Click OK in the Monitor error message box. b. Remove items from the Selected Items field, select the item/s and click

.

c. Click OK.

To delete a group: 1. In the Folders pane, in My Groups, select the group you want to delete. 2. Click Delete Group

.

The group is deleted.

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

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

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Monitoring Agent Interactions

Monitoring Agent Interactions Monitor enables you to listen to an agent’s voice interaction and view screen activity in real-time. To monitor an agent’s interaction, the agent must be logged in and participating in an interaction. This is indicated in the Activity column. NOTE: You can monitor more than one agent at the same time.

The Activity column indicates activity as follows: (Gray face)

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

(With earphone)

The agent is logged in and participating in an interaction.

NOTE: If an agent is defined by Extension and not Agent ID, Monitor does not receive login information. In this case, Activity is indicated as follows: (Gray face) When you open Monitor for the first time, or when refreshing the screen. (With earphone) When the agent participates in an interaction. When the agent ends the interaction.

To monitor agent voice or screen activity: 1. Select the Recording Media and Call Mode type you want to monitor.

See Defining Monitor Settings on page 14. 2. In the Folders pane, select the group that includes the agent whose activity you want to

monitor. The agent names in the selected group are displayed in the Details pane. 3. Select an agent who is participating in an interaction and click Monitor. -or-

Right-click the agent whose media you need to monitor. From the drop-down menu, select Monitor. Player opens and plays the voice and/or screen of the selected agent. For information about Player, see the Player Guide.

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Recording Agent Activity

Recording Agent Activity Monitor enables you to record an agent’s voice interaction with or without its associated screen activity. All voice and screens recorded in Monitor can be queried and played back in Business Analyzer. The Record buttons are located in the top left corner of the Details pane. See the figure below.

The record buttons in Monitor are described below. Table 3-1: Record Buttons Record Buttons

Description Record Current Interaction This button is only active when the agent is participating in an interaction. (With earphone) This icon appears in the Activity column. Record Next Interaction To use Record Next Interaction, the agent must be logged in, but does not need to be participating in an interaction. This icon appears in the Activity column. Note: When the agent is defined as Station, the Record Next Interaction option will always be active. Time Interval Recording To use Time Interval Recording, the agent must be logged in, but does not need to be participating in an interaction. When you select Time Interval Recording, a new row in the Details pane is displayed. This icon appears in the Activity column. Note: Before selecting Time Interval Recording, you must define the time interval you need to record. See Defining Monitor Settings on page 14. Note: When the agent is defined as Station, the Time Interval Recording option will always be active.

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Recording Agent Activity

Table 3-1: Record Buttons (Continued) Record Buttons

Description Record All Interactions To use Record All Interactions, the agent must be logged in, but does not need to be participating in an interaction. This icon appears in the Activity column. Note: When the agent is defined as Station, the Record All Interactions option will always be active.

EXAMPLE:

In Monitor, you see Annie the agent participating in an interaction and you decide to record the call. 1. You select Voice+Screen as the Recording Media, select Annie as the agent you need to record. Then you click Record Current Call . The call and Annie’s screen activity are simultaneously recorded. Annie completes the call and recording stops. But, you would like to record ten more minutes of the Annie’s screen activity. 2. You select Screen as the Recording Media. In the Time Interval Recording field, enter the number 10. 3. You click Time Interval Recording . Annie’s screens will now be recorded for ten minutes, even though she is not on the phone.

To record agent activity: 1. Select the Recording Media and Call Mode type you want to record.

See Defining Monitor Settings on page 14. 2. In the Folders pane, select the group that includes the agent whose activity you want to record.

The agent names in the selected group are displayed in the Details pane. 3. In the Details pane, select the agent whose media you want to record. 4. Select a recording type in one of the following ways:

•

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

•

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

The Record column now indicates that Voice, Screen, or Voice+Screen is currently being recorded at the site. Chapter 3: Using Monitor in Agents View NICE Perform ® Release 3.1: Monitor Guide (Rev. A0)

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Recording Agent Activity

The Record Request column indicates that you have chosen to record Current Interaction, Next Interaction, Time Interval, or All Interactions. 5. To stop recording, click Stop

.

-or-

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

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Tagging a Segment With Business Data

Tagging a Segment With Business Data In Monitor, you can tag a segment with business data. This enables easier search later on. You can tag a segment with business data while the agent is involved in a live interaction, or after the interaction ended before a new interaction began. This is due to the fact that interaction details will remain on display until a new interaction begins. NOTE: You will only be able to see an agent’s interaction and tag it with business data if: 1. You were logged into Monitor while the agent was participating in an interaction. 2. The agent’s name was displayed in your instance of the Monitor application while he or she was still participating in the interaction.

EXAMPLE:

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

To tag a segment with business data: 1. In the Details pane, select an agent who is participating in an interaction 2. Click Business Data

.

.

The Business Data window appears.

3. In each relevant field, enter the business data. 4. Click Save

.

The interaction is now tagged with the business data.

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Playing Back Agent Activity

Playing Back Agent Activity In Monitor, you can play back the last interaction that was recorded at the site for the selected agent. NOTE: You can play back an agent’s previous interaction if: 1. You were logged into Monitor while the agent was participating in an interaction. 2. The agent’s name was displayed in your instance of the Monitor application while he or she was still participating in the interaction.

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

See the examples below. EXAMPLE:

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

EXAMPLE:

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

EXAMPLE:

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

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Playing Back Agent Activity

EXAMPLE:

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

To play back the last recorded interaction:

•

Select an agent, and click Play

.

-or-

•

Right-click an agent and from the drop-down menu, select Play. Player opens and plays back the last recorded interaction. NOTE: Player plays back what was actually recorded at the site regardless of what you selected in the Settings window.

For information about Player, see the Player Guide.

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Index A B C

D

F G

Agents module, Monitor 9

business data tagging segments in Monitor 32

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

I

M

P

Details pane, Monitor customizing 16 description 10

R

Folders pane, Monitor 10

S

interactions monitoring 28 recording 29 tagging with business data 32

monitoring interactions 28 screen activity 28 playback, Monitor 33

recording media selecting in Monitor 14 recording, Monitor 29

segments tagging in Monitor 32

groups managing in Monitor 22

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

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