My Universe Guide - NIM 4.1

My Universe
User Guide
Release:
NICE Interaction Management
Document Revision:
B4
Distribution Status:
Release 4.1.47
Publication Date:
May 2014
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CONTENTS
1: Welcome to My Universe
Document Revision History
What is My Universe?
What are My Universe Views?
What Information Appears in the Components?
10
What are Customized Components (Generic Queries)?
11
Opening My Universe
12
Navigating My Universe
13
What is Runtime Mode? What is Design Mode?
13
How Often is the System Refreshed?
14
Navigation Tools
14
Component Toolbar
14
Chart Toolbar
15
Time Period Toolbar
17
2: View Creation and Management

What is a View?
19
20
How are Views Created?
21
Strategies for Creating Views
22
Creating a View for Agents
22
Creating a View for Yourself
24
Creating a View for Supervisors
24
What Tools are Available in the View Toolbar?
26
Creating Views via the View Manager
27
Opening the View Manager
27
Creating a New View via the View Manager
28
Previewing a View
31
Setting the View as a Default
32
Modifying a View via the View Manager
32

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Creating a View Based on an Existing View via the View Manager

Modifying Views During Runtime
34
36
Selecting a View
36
Modifying the Current View During Runtime
36
Setting the Current View as the Default View During Runtime
37
Creating a View based on an Existing View During Runtime
38
3: My Universe Components
What are the My Universe Components
41
42
My Universe - Analytics
43
My Universe - Reports
58
Agent Performance
60
Categories Report
63
Evaluation Status
65
Feedback Trend
68
Feedback Comparison
69
Productivity Comparison
71
Quality Comparison
73
Quality Program Status
75
Productivity Trend
77
Quality Trend
79
Scorable List - Answer Distribution
81
My Universe - Queries
85
Generic Query
86
My Packages
89
Packages Status
91
My Latest Evaluations
94
My Latest Feedbacks
97
My Latest Interactions
100
Recent Highlights
102
My Schedule
104
Interactions for Evaluation
105
My Latest Notifications
110

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My Universe - Social Media

My Universe - Tools
Defining Component Settings
112
112
122
125
Opening the Settings Window in the View Manager
126
Opening the Settings Window during Runtime
127
Frequently Used Settings
128
Defining a Component Title
129
Defining a Time Scope
129
Defining Agents/Groups Displayed in the Component
129
Defining Period/Interval Options
130
Defining Viewing Options
131
Defining Forms
131
Defining Privileges
132
Additional Actions
135
Playing an Interaction
135
Viewing an Interaction
136
Opening an Evaluation
136
Viewing All Query Results
137
Creating a Package
137
Using TotalView With Packages
145
Adding Predefined Package Topics to a Coaching Package
146
Adding Action Comments to a Package
147
Packages FAQ
147
Evaluating an Interaction
150
Adding Interactions to Saved Items
153
Adding Evaluations to Saved Items
154
Viewing an Open Chain (Related Interactions)
154
A: My Universe Privileges
157
What are the My Universe Privileges?
158
Which Privileges should be Assigned to Users?
159

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1
Welcome to My Universe
1:
Welcome to My Universe!TM - a visual representation of key data from NICE Interaction Management.
MyUniverse is a customized portal to the NICE Interaction Management applications, providing immediate
access to the essential data that is pertinent to you.
Important!
This manual describes complete functionality of the application. Your ability to use the system is
dependent on your site configuration and your own access privileges. Some categories and
components may not be available.
Contents
Opening My Universe
12
13

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1

Revision
B4
Software Version
NICE Interaction
Management 4.1.47
Date
March 2014
Description
Added the topic
Evaluating an
Interaction on
page150.
Added the topic
Adding Interactions
to Saved Items on
page153.
Added the topic
Adding Evaluations
to Saved Items on
page154.

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1
My Universe is a customized portal comprised of different components of information. Each component
displays up-to-date data gathered from NICE Interaction Management.
Each component enables you to look into the data provided by NICE Interaction Management from a
different perspective.
Some components are relevant to high level business managers who want a quick glance at the
overall level of performance in the site.
Some components are relevant to supervisors who want to see how well the agents that they
supervise are performing.
Other components are relevant to agents who can see how well they are performing compared to
their colleagues over a period of time.
For example:
Recent Highlights presents a lists of the best and worst system scores that took place.
Agent Performance provides the average productivity scores, evaluation scores and feedback
survey scores for the agents that you supervise.
My Latest Evaluations displays the evaluation scores for the logged-in agent.
What are My Universe Views?

While components are the building blocks in My Universe, views are the big picture display.
A view is a group of components grouped together in a specific layout. Each view provides a different
perspective of information gathered from NICE Interaction Management.
Views are customized per site. If you have the proper privileges, you can create views and assign the
views to users. Each view will be comprised of several components and will provide a different
perspective. See View Creation and Management on page19.
Views are assigned to users. Some users may have one view only; other users may have several views.
When a user opens the My Universe portal, his/her default view appears in the portal - displaying specific
components. If the user has several views assigned to him/her, and the user has the proper permissions,
then he or she can select which view to display.
In most cases, agents will have one view only.
Business managers and supervisors may have several views for selection.

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1
Example:
The following views were created:
QA Supervisors: Provides supervisors with information regarding their agents. This view
includes the following components: Scheduled Reports, Agent Performance, Evaluation Status,
Monthly Comparison - Quality and Monthly Comparison - Productivity.
Business Managers: Provides managers with a business perspective. This view includes the
following components: Scheduled Reports, Recent Highlights, Productivity Trend and Agent
Performance.
Agents Display: Provides agents with information regarding their own performance. This view
includes the following components: My Latest Evaluations, My Packages, My Latest
Interactions, My Evaluation Trend and My Productivity Trend.
Each of these views were assigned to different users of My Universe.

The information that appears in a component is determined by the component settings. Some components
have default settings (which may be changed); other components require a first-time setup before
information can be displayed.
Example:
Recent Highlights: By default, this component displays todays five top scores over 90 and
todays five lowest scores below 60.
Agent Performance: Requires first-time setup by defining which agents will appears in the
component.
The creator of a view determines the initial settings for each component in the view. See Creating Views
via the View Manager on page27.
If the same component appears in more than one view, the settings for the component can differ in each
view.
Example:
The Agent Performance component is placed in several views. For each view, different settings
were defined.
In the QA Supervisors view, the Agent Performance component displays all agents from the
Trainees department over the last seven days.
In the Business Manager view, the Agent Performance component displays all agents from the
entire business unit over the last thirty days.

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In addition to the many components that are provided by My Universe as building blocks, the Generic
Query component is provided to enable you to create an original, customized component.
When you create a customized component, you select a query from the Business Analyzer to serve as the
basis of information for the component. The results of the query appear in the new component.
You can create one or more generic queries, thereby designing a unique, customized My Universe portal.
See What are the My Universe Components on page42.

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Opening My Universe
Opening My Universe
My Universe is part of the NICE Interaction Management Applications Suite and can be accessed from the
NICE Interaction Management navigation bar.
To open My Universe:
1. Log in to NICE Interaction Management.
2. In the navigation bar, click My Universe.
Your My Universe portal opens, showing your default view.

If several views were assigned to you (and you have the proper privileges), you can select a
view for display by clicking the
in the Views toolbar.
If you have proper privileges, you can create and modify views. See View Creation and
Management on page19.

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When you open your My Universe portal, your default view appears. The components in the default view
display the most recent information retrieved from NICE Interaction Management.
In the example below, the QA Supervisors view appears in the portal. This view is comprised of four
components.
The name of the view that is currently displayed appears in the top, left corner of My Universe.
The Views toolbar appears in the top, right corner of My Universe. See What Tools are Available
in the View Toolbar? on page26.
If you have more than one view assigned to you (and you have the proper privileges), you can
select a different view for display by clicking
If you have the proper privileges, you can modify the settings of the current view and create
new views. See View Creation and Management on page19.
What is Runtime Mode? What is Design Mode?

My Universe provides two modes; each mode has its own interface and functionality:
Runtime mode: When you open My Universe, you are immediately in Runtime mode. In this mode,
your default view is displayed, providing you with up-to-date information about NICE Interaction
Management. If you have the proper access privileges, you may be able to modify your current
view and change views. See Modifying Views During Runtime on page36.

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Design mode: If you have the proper access privileges, you can enter the View Manager and work
in Design mode. In this mode, you can create and modify views. In the View Manager, you can
create new views and modify your own views; if you have the proper privileges, you can modify
other views as well. See Creating Views via the View Manager on page27.

When you log in to My Universe, the system is refreshed automatically and the components in the current
view display up-to-date information. The system is also refreshed automatically whenever you change
views.
NOTE:
To refresh the data displayed in the component (on demand), from the Component toolbar
click
Refresh.
Specific components are refreshed automatically as follows:

The My Packages component is refreshed every ten minutes. Since the Coaching server also
refreshes itself every ten minutes, there can be an additional time lag before the most recent
packages appear in the component.
All components that deal with Trends, Evaluation status or Monthly Comparisons as well as
the Agent Performance component are refreshed every twenty-four hours.
The Generic Query component has a customized refresh setting. When the component is defined,
the creator determines how often the component will be refreshed. The default is that the
component is never refreshed - meaning that the component is only refreshed when all of My
Universe is refreshed automatically.
Navigation Tools
Several toolbars are provided to assist the user in navigating My Universe.
Component Toolbar
Each component provides the following tools in its title bar:
Use the tools as follows:
Tool
Description
Displays a description of the component.
Refreshes the data displayed in the component (on demand).

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Chart Toolbar
Tool
Description
Opens a window in which you define the component settings. Defining settings
requires appropriate access privileges.
Minimizes/maximizes the component so that only the title bar is displayed.
If the creator of your view disallowed it, you will not be able to minimize the
component.
Displays the component in a separate window. This enables you to view all the
information displayed in the component in a separate window.
Removes the component from your current view. This is a temporary removal;
when you open the view again, the component is displayed in the view.
If the creator of your view disallowed it, you will not be able to delete the
component from the current view.
Chart Toolbar
In reports displayed as a chart, the Chart toolbar is provided to assist the logged in user to perform data and
visuals manipulation in the chart.
Use the tools as follows:
Tool
Description
Load Defaults: Allows you to revert to the default appearance of the report.

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Chart Toolbar
Tool
Description
3D Toolbar provides the following:
3D/2D
Rotate View
Rotate Around X Axis
Rotate Around Y Axis

Clustered (Z Axis)
Export
When you click the Export button, there are two options:
Copy to a Clipboard, as a Bitmap, Metafile, or Text (data only)
Print
Gallery: Use the Gallery drop-down list to select the chart type to be
displayed:
Bar
Line
Scatter
Curve
Pallet Selector: Click here to change the color scheme used in the report.
Axes Setting: Click on this button and use the drop-down menu to decide the
type of lines and labels used for the X and Y axes.
Legend Box: Click on this button to remove the legend that appears in the report.

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Time Period Toolbar
Tool
Description
Zoom: Provides standard zoom options.
Properties: Opens the Properties window. From here you can perform all actions
mentioned in this table on a more granular and detailed level.
Time Period Toolbar
The Time Period toolbar appears in some reports and allows the logged in user to navigate between time
periods for display.

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View Creation and Management
2:
A view is a group of components grouped together in a specific layout. Each view provides a different
perspective of information gathered from NICE Interaction Management.
Example:
The following views were created:
QA Supervisors: Provides supervisors with information regarding their agents. This view
includes the following components: Scheduled Reports, Agent Performance, Evaluation Status,
Monthly Comparison - Quality and Monthly Comparison - Productivity.
Business Managers: Provides managers with a business perspective. This view includes the
following components: Scheduled Reports, Recent Highlights, Productivity Trend and Agent
Performance.
Agents Display: Provides agents with information regarding their own performance. This view
includes the following components: My Latest Evaluations, My Coaching Packages, My Latest
Interactions, My Evaluation Trend and My Productivity Trend.
Each of these views were assigned to different users of My Universe.
Views are assigned to users. Some users may have one view only; other users may have several views.
When a user opens the My Universe portal, his/her default view appears in the portal - displaying specific
components. If the user has several views assigned to him/her (and has the proper privileges), the user can
then select which view to display.
This section provides instructions for creating and modifying views. In order to create/modify views you
must have the proper access privileges. See My Universe Privileges on page157.
Contents
What is a View?
20
22
26
27
36

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What is a View?
What is a View?
A view is a group of components organized together in a specific layout.
When a view is created, the following information is defined:
A view name. When the view is displayed in My Universe, the view name appears at the top, left
corner of the portal.
Which components are in the view and where they are positioned (layout).
What information is displayed within each component. This information is defined in the Settings
window per component per view.
Which users are assigned the view. A view can be designated as a default view for specific users.
Each time a user logs into My Universe, the users default view appears displaying specific components. If
the user has more than one view assigned to him/her (and has the proper privileges), the user can then
select a different view to display in the portal. See Selecting a View on page36.
Here are two example views: The first view, Agent Activities, was created for agents to see the status of
their own performance, the second view, Manager, was created for managers to analyze the performance
of their agents.

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Views are created via the View Manager. The View Manager is the Design mode interface within My
Universe that enables users to create new views and modify existing views. You must have the proper
privileges to open the View Manager and create views. The creator of a view can always modify the view,
even if it has been assigned to users. See Creating Views via the View Manager on page27.
Some users have permission to modify their own views during runtime. These users can modify the current
view definition and create a new view based on the current view. See Modifying Views During Runtime
on page36.

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When you create a view, you must consider the audience that will be using the view. This section provides
guidelines for creating views for different audiences. Keep in mind that these strategies are global
suggestions; the needs in your site may differ.

Use the guidelines below to help you create a view for the agents at your site.
Assign A Default View

In many cases, when agents log into My Universe, they will have one view and they will not have the
privilege to select between different views. Therefore, if you create more than one view for agents, make
sure to assign only one view as the default.
See Modifying a View via the View Manager on page32 for instructions on assigning a default view.
Assign Components to an Agents View

The Agents view in My Universe should provide agents with the tools they need to analyze their
performance. My Universe provides several components which are geared to agents and these display
information about the logged-in user.
The following components are specifically geared towards agents:
My Packages: Displays the coaching packages that were sent to the logged-in agent. The agent
can click on a coaching package to open it and review it.
My Latest Evaluations: Displays the evaluation scores for the logged-in agent.
My Latest Feedbacks on page97: Displays the latest scores the logged-in agent received on
customer feedback surveys.
My Latest Interactions: Displays the latest interactions that the logged-in agent handled.
My Schedule: Displays the upcoming shifts for the logged-in agent in ascending order. It also
displays the agents monthly adherence to the schedule.
My Latest Notifications: displays notifications received from other applications (for example,
Insight Manager, Quality Planner, or KPI).
Feedback Trend (configured for agent use): Displays the trends of the agents average feedback
scores and the average feedback scores of the direct group in which he/she is a member.
Feedback Comparison (configured for agent use): Displays an agents feedback scores
compared to the feedback scores of his/her groups.

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Productivity Comparison (configured for agent use): Displays the agents productivity scores
compared to the productivity scores of their groups.
Quality Comparison (configured for agent use): Displays the evaluation scores of the agent
compared to the evaluation scores of their groups.
Productivity Trend (configured for agent use): Displays the trends of the agents average
productivity scores and the average productivity scores of the groups in which he/she is a direct
member.
NOTE: You can add many other components as well. When adding components,
you should determine whether the component should run under creator privileges
or not. See Define That Specific Components Will Run Under Creator
Privileges below.
Define That Specific Components Will Run Under Creator Privileges

If you want the logged-in agent to see information about other agents within a component, you must define
that the component will run under creator privileges. This is necessary since agents generally do not have
the privilege to query information about other agents, while the creator does have that privilege.
This is defined by selecting the Run under Creator privilege checkbox (
Component Privileges area. See Defining Privileges on page132.
) in the
Example:
You place the Quality Trend component in the Agents view and you define that the component
displays a comparison of all agents in the QA group (consisting of twenty-five agents). You
define that the Quality Trend component will run under creator privileges.
The Agents view is assigned to fifty agents - including John Smith.
When John Smith logs into My Universe, the Agents view appears with the Quality Trend
component. John Smith will see information about all twenty-five agents (even though he does
not normally have querying privileges for these agents).
Define Whether Agents Can Minimize/Close a Component

You must determine whether agents can minimize or hide a component from their view. You may decide
that some components should always remain displayed in the view, while other components may be
minimized and/or closed by agents. This is defined by selecting the Can be (
Minimized or Can Be Closed (
Defining Privileges on page132.
) checkboxes in the Component Privileges area. See

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If you do allow components to be minimized/closed, the components will appear in their proper position in
the view the next time that the agent opens the view.
Define Whether Agents Can Edit a Component

In most cases, agents do not have the privilege to edit components, so this issue is not significant.
However, if agents do have the global privilege to edit components, but you do not want the agent to edit a
specific component in the view, clear the Can be Edited checkbox (
Privileges area. See Defining Privileges on page132.
) in the Component

As a supervisor or business manager, you may have the privilege to create views for yourself but not to
assign views to others. See My Universe Privileges on page157.
Example:
As a supervisor, you create several views for yourself:
QA View, New Trainees View and Special Campaign View. Depending on your task as hand,
you can select the appropriate view for display.
Here are some guidelines:
Use the Save As Feature

In the View Manager or during runtime, you can create a new view based on an existing view. This is
especially helpful if you want to create several similar views. See Creating a View Based on an Existing
View via the View Manager on page34 and Creating a View based on an Existing View During
Runtime on page38.
Defining Component Privileges

When creating a view for yourself, the settings in the Component Privileges area are not significant.
Since you are the creator of the component, you can always edit the component settings; and running the
component under creator privilege is the same as running the component under logged-in user privileges.

In your organization, you may be responsible for creating views for high-level users, such as supervisors
and business managers. See My Universe Privileges on page157.
Here are some guidelines:

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Use the Save As Feature

In the View Manager or during runtime, you can create a new view based on an existing view. This is
especially helpful if you want to create several similar views. See Creating a View Based on an Existing
View via the View Manager on page34 and Creating a View based on an Existing View During
Runtime on page38.
Define Whether Users Can Edit a Component

Define whether users assigned this view will be able to edit a component.
If this view is assigned to users who have the global privilege to edit other users components, decide
whether to allow the users to edit a specific component or not.
To allow users to edit component settings, select the Can Be Edited checkbox (
the Component Privileges area.
) in
If you do not want to allow users to edit component settings, clear the checkbox. See Defining
Privileges on page132.
When you clear the checkbox, only the creator of the component can edit the component settings even if users have the global privileges to edit settings, they will not be able to edit this specific
component. See Who can Modify Component Settings? on page126.

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When you open your My Universe portal, the View toolbar appears in the top right corner.
The View toolbar provides the following tools to help you build and manage views:
Tool
Name
Description
View Settings
Displays the settings for the current view. See

on page36.
Select View
Enables you to change the view. See Selecting

a View on page36.
Save View
Saves the current view (after the view was

modified).
Save View As
Enables you to create a new view based on the

existing view. See Creating a View based on
an Existing View During Runtime on
page38.
View Manager
Opens the View Manager: An interface within

My Universe that displays all the previously
defined views and enables you to create new
views and modify existing views. See Opening
the View Manager on the facing page.

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The View Manager is an interface within My Universe that displays all defined views. In the View Manager
you can create new views and modify existing views. You must have the proper privileges to open the View
Manager and create views. See My Universe Privileges on page157.
In the View Manager, you can do the following tasks:
Opening the View Manager below
Creating a New View via the View Manager on the next page
Modifying a View via the View Manager on page32
Creating a View Based on an Existing View via the View Manager on page34.
TIP: You can also create and modify views during runtime, see Modifying Views
During Runtime on page36.
Opening the View Manager

You must have the proper privileges to open the View Manager and create views.
Which views appear in the View Manager?
When you open the View Manager, all the views that you created are displayed. In addition, if you have the
privilege to modify views created by other users, then those views are also displayed.
To open the View Manager:

In the top right corner of My Universe, click
. The View Manager appears.
In the left pane (My Universe Views tree), a list of previously defined views appears. If there are no
defined views, this pane is empty.
In the tree, all the views that you created are displayed. In addition, if you have the privilege to modify
views created by other users, then those views are also displayed.
You can create new views, delete views and modify views.
TIP: Each time you create/modify a view, you must click Save

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To close the View Manager:

In the top right corner of the View Manager, click
Universe portal reappears.
. The View Manager is closed and the My

In the View Manager, you can create one or several views via the My Universe Settings wizard. For each
view, you can define the following details:
A view name. This name must be unique.
The components in the view.
The settings for each component.
The users that are assigned this view.
You can determine that the view is not yet available to the users. This is helpful while creating views,
before you are ready for the views to be available in runtime. The view will be saved, but the users will
not have the view available to them.
In the wizard, you cannot assign this view as a default for users. This can only be performed by
modifying a view after the view is created and saved.
After you define a view in the My Universe Settings wizard, you must save the view.
After you save a view, you can preview it. This enables you to determine whether the view is satisfactory.
If it is not satisfactory, you can modify the view as needed. See Previewing a View on page31.
After you save a view, you can assign the view as a default for users. See Setting the View as a Default
on page32.
To create a view via the View Manager:

1. Open the View Manager. See Opening the View Manager on the previous page.
2. In the left pane of the View Manager, click
. The My Universe Settings wizard starts.

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3. Enter a View Name and a Description. The name of the view must be unique.
4. Click Next. The Groups/Users Selection window appears.
5. Select the users that can use this view as follows:

From the Resource Tree, select a group. You can select the All Users group to include all the users in the
organization.
The group name, its subgroups and the members of the group appear in the Available Items list
box.
Remember that if you select the All Users group, only those users for whom you have viewing
privileges will be displayed!
a. From the Available Items list box, select groups/users and move them to the Selected Items list
box. You can select the entire group, one or several subgroups and/or specific users in the group.

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TIP: You can enter the first letters of a user name in the text box above the
Available Items list box to quickly jump to the appropriate user name.
b. If the view should be available to the users, select Make this view available. If you do not select
Make this view available, the view is saved but the assigned users will not have the view
available to them.
6. Click Next. The Component Display Selection window appears. In this window, select the
components in the view, define the position for the components in the view, and define the settings for
each of the components.
NOTE: The number of branches that appear in the Components window is sitespecific!
You can copy the settings from an existing view to use as a basis for the new view (see Step 7).
You can add components to the view one by one (see Step 8).
7. To copy the components and settings from a existing view, click the Copy Settings From dropdown
arrow and select a view. The components defined for the selected view appear in the window.
You can now modify the view by adding/deleting/moving components (see Step 8) or changing
component settings.
8. To select components for the view, do the following:
In the Components list, expand a branch and select a component.
c. Double-click the component or click . This moves the component name either to the Left or
Middle list boxes, representing the position of the component when this view is displayed in the
portal.

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Previewing a View
Some components can only appear in the middle area of the portal, since this area is wider,
therefore the component name is moved to the Middle list box. You cannot move these
components to the Left/Right list boxes.
Other components can appear in any area of the portal. These components are first moved to the
Left list box. You can position the components in any of the list boxes.
d. If the component was placed in the Left list box, you can move the component to a different
position using the arrow buttons (
). Place the component in the appropriate list box
(Left/Middle/Right) which represents where you want the component to appear on the portal.
e. Use the arrow buttons (
areas.
f.
) to move the component up/down within the Left/Middle/Right
Repeat this procedure for each component that you want to display in the view.
To delete a component from a list box, select the component and click
9. Define component settings, as follows:

From the Left/Middle/Right list boxes, select a component name and click Edit Component
Settings window appears.
. The
g. Define the settings for the component and click OK. See What are the My Universe
Components on page42 for details on component parameters.
10. Click
. The view appears in the My Universe Views tree in the left pane.
11. After the wizard closes, click Save
to save the view.
The view is created. You can now do the following:

Previewing a View
Previewing a View
After a view is saved, you can preview it. This means that you can see how the view will appear during
runtime.
To preview a view.
1. In the View Manager, select a view.
2. Click Preview
view.
3. Click
. The view appears exactly as it will be displayed to the users who select this
to close the preview.

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After a view is saved, you can set the view as a default for specific users. If a different view was previously
defined as the default for the same users, the old default is cancelled.
To set a view as a default:

1. In the View Manager, select a view.
2. Click the Users tab.
3. From the Selected Items list, select the users that will have this view as their default view.
4. Click Set
5. Click Save
.
(in the top, right corner of the View Manager) to save the changes to the view.

In the View Manager, you can select a view and modify its definition. Depending on your privileges, you
may be able to modify all views (even those created by others) or modify your own views only. See My
Universe Privileges on page157.
If a view has already been assigned to users, you can still modify its definition. When you save the
modified view, a prompt appears notifying you that the view has been assigned to users, and asking if you
wish to save the changes. If you choose to save the changes, the view will change for all the users
assigned to the view.
After you modify the view, you must save it.
After you save a view, you can preview it. This enables you to determine whether the view is satisfactory.
If it is not satisfactory, you can modify the view as needed. See Previewing a View on the previous page.

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To modify a view via the View Manager:

1. Open the View Manager. See Opening the View Manager on page27.
2. In the My Universe Views tree, select a view.
3. In the General tab, you can modify the View Name and Description.
4. In the Settings tab, you can modify which components are in the view by adding/removing
components from the Left/Middle/Right list box.
You can modify the layout/position of the components by moving components up/down or
moving components to different list boxes (when allowed).
You can edit the settings for a component, by selecting a component and clicking
5. In the Users tab, you can modify which users are assigned the view by adding/removing users from
the Selected Items list box.

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You can determine whether the view is available to these users or not by selecting/clearing
Make the view available.
You can assign this view as the default view for specific users by choosing users from the
Selected Items list box and clicking
(This option is not available through the wizard.)
6. After you modify the view definition, click Save

save the view.
(in the top, right corner of the View Manager) to
If the view has already been assigned to users, a prompt appears.
7. If you want to modify the assigned view, click Yes.

You can now preview the view. See Previewing a View on page31.

You can define a view and then you create other views based on this original view.

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Why is this helpful?

Lets assume that you defined a view for QA managers that includes six components. For each of these
components, you defined the component settings as well. Now, you want to create a view for other
managers, and four of the components will be the same. You can save the QA Managers view as a new
view, edit it and then save the new view. The components and their settings are already incorporated in the
new view.
To create a view based on an existing view via the View Manager:

1. Open the View Manager. See Opening the View Manager on page27.
2. In the My Universe Views tree, select a component and click
appears.
. The Save View As window
3. In the Save View As field, enter a name for the new view. In the View Description field, enter a
logical description.
4. Click OK. The tree is refreshed to display the new view.
5. You can modify the new view as needed. See Modifying a View via the View Manager on page32.

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If you have the proper privileges, you can open the views that have been assigned to you in the My
Universe portal and modify the views as needed.
Depending on the defined privileges, some users can modify only the views that they initially created; other
users can modify views created by others. See Who can Modify Component Settings? on page126.
You can do the following tasks:
Selecting a View below
Modifying the Current View During Runtime below
Setting the Current View as the Default View During Runtime on the facing page
Creating a View based on an Existing View During Runtime on page38
Selecting a View
If more than one view has been assigned to you, you can change your view as needed.
To select a view:
In your My Universe portal, click Select View
view.
. The portal is refreshed to display the selected

You can modify the current view by redefining which components are in the view and changing the position
of the components. If the creator of the view enabled component editing, you can also modify component
settings.
The following information cannot be modified:
You cannot modify the list of users that are assigned the view.
You cannot modify the Additional Component Settings information for any component.
This information can only be defined via the View Manager. See Modifying a View via the View
Manager on page32.
After you modify the view, you must save the changes to the view (by clicking
in the View toolbar).
To modify the current view:

1. In the Views toolbar, click Select View
2. Click View Settings
. The portal is refreshed to display the selected view.
. The Components Display Selection window appears.

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NOTE: The number of branches that appear in the Components window is sitespecific!
3. You can modify which components are in the view by adding/removing components from the
Left/Middle/Right list box.
To add a component, select the component from the Components list box and click
place the component in the Left/Middle list box.
To delete a component from a list box, select the component and click
to
4. You can modify the layout/position of the components by moving components up/down
moving components to different list boxes (when allowed)
the Middle list box only.
or by
. Some components can be place in
5. If the creator determined that the component settings can be edited, you can modify settings for a
component by selecting a component by clicking
. In the displayed Settings window, define
component settings and click OK. See What are the My Universe Components on page42.
6. Click Finish to save the changes to the view. The portal is refreshed to reflect these changes.
7. To save the modified view, click
in the View toolbar. A confirmation message appears. Click OK.

Since several views may be assigned to you, you can determine that one view is your default view. This
means that each time you open your My Universe portal, the default view appears.
To set the current view as the default view:

1. In your My Universe portal, click Select View

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The Select View window appears.
2. Select the view that you want to set as the default view, and click
The
symbol appears over the selected view to indicate that it is the default.

You can create a new view based on an existing view. The new view can then be edited by
removing/adding components and changing component settings.
To create a new view based on the current view:

1. Select a view: In your My Universe portal, click Select View
the selected view.
2. Click Save View As
. The portal is refreshed to display
. The Save View As window appears.

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3. In the Save View As field, enter a name for the new view. In the View Description field, enter a
logical description.
4. Click OK. A confirmation message appears. Click OK. The portal is refreshed to display the new view.
5. You can now modify the new view, as needed. See Modifying the Current View During Runtime on
page36.

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My Universe Components
3:
My Universe components are the building blocks of My Universe. Each component provides up-to-date
information retrieved from NICE Interaction Management. When a user opens his/her My Universe portal,
the current view appears - with its defined components.
Contents
42
125
Additional Actions
135

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My Universe components are the building blocks of My Universe. Each time you create a view, you place
components in the view. When a user opens his/her My Universe portal, the current view appears - with its
defined components. Each component provides up-to-date information retrieved from NICE Interaction
Management.
My Universe components are divided into categories as represented by the branches in the Components
tree (in the My Universe Views Wizard). The categories, and the components displayed within the
categories, are site-specific; depending on the configuration of your site.

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See:
My Universe - Analytics below
My Universe - Queries on page85
My Universe - Real Time Authentication
My Universe - Reports on page58
My Universe - Social Media on page112
My Universe - Tools on page122
NOTE: The number of branches that are available is site-specific!
This section describes each component and the settings that can be defined for each component. See also
Defining Component Settings on page125 for details on defining component settings.
The table below describes the component under the Analytics branch.

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Component
Description
Designated for:
Increase First Call

Resolution: Packages
Analysis Summary
Displays a summary of selected Insight Manager

Business Manager
reports that provide the Business Manager with
insight into transactions not resolved during the first
call.
This component is available for sites that have the
FCR package installed.
Note: The Increase First Call Resolution:
Packages Analysis Summary component is not
covered in this guide. See the First Contact
Resolution (FCR) Guide for further information.
KPI Analysis
Displays selected metrics to optimize agent and

supervisor behavior. Each KPI identifies specific
relevant interactions thereby uncovering the
systemic root-cause relating to agent/supervisor
problems, and enabling remedial action.
Supervisor/Business
Manager/Agent
Note: The KPI Analysis component is not covered

in this guide. See My Universe KPI Analysis Guide
and the KPI Management Guide for further
information.
Category Monitor
This component enables a supervisor to play back

and monitor categorized interactions in real time.
Supervisor/Business
Manager
See Category Monitor below.

Hot Topics
This component displays a quick view of the most

mentioned Hot Topics for a defined period.
Supervisor/Business
Manager
See one of the following:

Hot Topics for Release 4.1.26 on page47
Hot Topics for Release 4.1.45 on page52
Category Monitor

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General Description
This component enables a supervisor to receive alerts from the system, according to Real Time categories
that trigger a Real Time event.
Categories are the tools which enable you to classify your interactions based on different filter criteria (for
example, detected words/phrases/emotions). These categories are defined in the Insight Manager. For
further information on categories, see the Insight Manager Guide.
An interaction that meets the defined criteria for a category triggers the real time event and is displayed as
an alert in the Category Monitor component.
Once the alert is received, the user can perform playback, Real Time monitoring, and view details regarding
the customer.
The Category Component provides the following functions:
NOTE:
All functions are accessed via the right-click menu:
Play - (selecting this function opens the player). When you press Play the interactions starts
playback from the time the interaction started, to when you pressed play.
Monitor - (selecting this function opens the player) Real Time monitoring starts from the point
where you press Monitor. Note that Real Time monitoring works only if the call is still being
recorded.
After the interactions has ended, the user can use the Playback function to play the call from the
beginning to the end.
Customer Interactions - Selecting this function opens a new window that displays customer
details (if this is a customer that exists in the system). The window that appears displays:
Customer ID
Segment Type (CRM details, for example, golden customer or students)
Age (in years)
Seniority (years plus months)
Location (the customers address)

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The last 5 (maximum) interactions for this customer. Playback of these interactions is
possible via the Player.
Component Settings
Define the following:

Component Title: In the General tab, define the displayed title in the component (optional). See
Defining a Component Title on page129.
Component Privileges: In the General tab, define parameters regarding the behavior of the
component during runtime, such as whether users will be allowed to edit the component during
runtime. These parameters can only be defined via the Views Manager; if you opened the Settings
window during runtime, the checkboxes in this area are disabled. See Defining Privileges on
page132.
Agents/Groups Mode: In the Agents/Groups tab, select Selected Agent/Groups mode, to allow
the supervisor to see results for the agents and groups selected under Evaluated Agents/Groups
(see below), or select Supervisor Mode to allow the Supervisor or Manager to automatically see
results for agents that he/she manages.
Agents/Groups Display: In the Agents/Groups tab, if you select Selected Agent/Groups mode,
select which agents/groups you want to display. You must have viewing privileges over these
agents/groups. When you select groups, it is the agents that belong to that group that are
displayed, and not the group itself. See Defining Agents/Groups Displayed in the Component
on page129.
Selected Categories: (mandatory) In the Categories tab, from the Available Categories list box,
select the categories for display and click
Categories list box.
. The category names appear in the Selected

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Hot Topics for Release 4.1.26
General Description
The Hot Topics component gives an out-of-the box, birds-eye view, of the Contact Centers most
mentioned topics. There is no need to define any lexicon or categories. By examining interactions per
period, greater value and understanding of the main issues can be reached automatically.
NOTE:
Hot Topics functionality requires a TMS Server.
Hot Topics can be analyzed for voice interactions only.
You can define only up to 5 Hot Topic components. Each component requires 100 STT hours per
day (to transcribe the voice interactions). Therefore, a maximum of 500 STT hours are required per
day.
The Hot Topics component provides the Contact Center Manager, Business Analyst, and additional
decision makers, as well as Junior Managers, an ad hoc snapshot of the most mentioned topics as
expressed by customers during a given time period. For example, if the customer is constantly mentioning
in their interactions topics such as: online payment issues or long queue times, the Hot Topics component
will show that these are prominent topics that should be further investigated and assessed.
The Hot Topics component:
Shows a snapshot of top number of hot topics that were mentioned in the interactions.
Shows Hot Topics as well as specific key phrases per topic.
Compares the current period to a previous period, showing the trend per topic.
A topic represents a group of interactions that have a common theme. It contains key phrases, either single
words or phrases, where each key phrase has a significant score within the topic (rank) which implies how
much this key phrase represents the topic (theme). The key phrase is displayed as a bubble in the Hot
Topic cloud and its significance (the rank) is shown with its location within the cloud. This visual format
allows for quick perception of the most significant key phrases mentioned in the interactions.
Below are examples of Hot Topics and the key phrases included in the Hot Topic. Each cluster represents
a topic and each topic is combined of unique key phrases for that topic:

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In the Hot Topics component, a table displays the following information:

Hot Topic Name - displays the top 3 key phrases in the Hot Topic.
Rank - represents the volume of the selected Hot Topic compared to the other Hot Topics
during the current time period. The range is between 1 and 7 where 1 represents the highest
volume.
Previous Rank: displays the Hot Topic rank from the previous time period.
Changes from last period: displays a comparison of the current time period and the previous
time period.
Hot Topics Cloud Analysis

You can select up to 7 Hot Topics to display a text cloud which is a visual representation of the data. (Click
the Show Selected button).
You can also export the selected Hot Topics to an Excel file that displays detailed information of each Hot
Topic and its key phrases.(Click the Export Selected button)
The Hot Topic cloud displays rings of circular bubbles. These bubbles contain the key phrases that belong
to the selected Hot Topic. The proximity of the key phrase bubble to the center of the Hot Topic cloud
signifies the importance of the key phrase. The closer it is to the center of the cloud, the more important the
key phrase.

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Drag the scroll bar on the left side of the screen to zoom in or double-click the Hot Topic cloud and the cloud
is enlarged and centered.
Double-click a key phrase bubble to zoom in and enlarge the key phrase for more information:
This displays the key phrase rank, that is the significance of the key phrase within the Hot
Topic. The rank range is between 1 and 100, when 100 represents the most significant rank score.
This displays the key phrase trend, for example, no change (same as in the Hot Topics
component table). If it is the first time the key phrase appears, the
icon appears.
This displays the number of times the key phrase appeared within the interactions that are part
of the Hot Topic, for example 83.

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Click the zoom out icon at anytime to zoom out and revert the screen back and view all the selected Hot
Topic clouds.

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Component Settings

Component Title: Define the displayed title in the component (optional). See Defining a
Component Title on page129.
Number of Hot Topics: Define the number of Hot Topics to be displayed in the component. A
maximum 7 topics can be displayed.
Analysis Period: Define the period of time on which to perform the analysis. The analysis period
can be changed on the fly. You can choose one of the following:
Yesterday - This compares yesterday, for example Tuesday, to the previous day, Monday.

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NOTE: Trend analysis does not occur when the analysis period is Yesterday and that day
occurs on a weekend. For example, if the analysis period is on a Monday, then the day that it
should be compared to is Sunday, which is part of the weekend. In this case, Monday will not
be compared to Sunday. since Sunday is not a week day. The reason the trend will not be
calculated is that a comparison is not realistic since most interactions occur during the work
week, and not on the weekend, therefore the amount of key phrases and their frequency are
significantly less than on a weekday.
Yesterday, compared to previous week - This compares yesterday, for example Tuesday,
to the same day the previous week, last Tuesday.
Last Week - This compares the complete week, for example Monday to Friday, to the last
complete week - last Monday to Friday.
Last Month - This compares the last complete month, for example November, to the previous
complete month - October.
Group Selection: Select which groups of a Line of Business for which interactions you want Hot
Topics information.
From the Resource Tree, select one or more user groups.
a. The group name, its subgroups and the members of the group appear in the Available Items list
box.
b. From the Available Items list box, select groups, and move the required groups to the Selected
Items list box.
You can select the entire group, one or several subgroups and/or specific users in the group.
Available Items list box to quickly select the appropriate user name.
Component Privileges: define parameters regarding the behavior of the component during
runtime, such as whether users will be allowed to edit the component during runtime. These
parameters can only be defined via the Views Manager; if you opened the Settings window during
runtime, the checkboxes in this area are disabled. See Defining Privileges on page132.
Hot Topics for Release 4.1.45

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General Description
The Hot Topics component gives an out-of-the box, birds-eye view, of the Contact Centers most
mentioned topics. There is no need to define any lexicon or categories. By examining interactions per
period, greater value and understanding of the main issues can be reached automatically.
NOTE:
Hot Topics functionality requires a TMS Server.
Hot Topics can be analyzed for voice interactions only.
You can define only up to 5 Hot Topic components. Each component requires 100 STT hours per
day (to transcribe the voice interactions). Therefore, a maximum of 500 STT hours are required per
day.
The Hot Topics component provides the Contact Center Manager, Business Analyst, and additional
decision makers, as well as Junior Managers, an ad hoc snapshot of the most mentioned topics as
expressed by customers during a given time period. For example, if the customer is constantly mentioning
in their interactions topics such as: online payment issues or long queue times, the Hot Topics component
will show that these are prominent topics that should be further investigated and assessed.
The Hot Topics component:
Shows a snapshot of top number of hot topics that were mentioned in the interactions.
Shows Hot Topics as well as specific key phrases per topic.
Compares the current period to a pervious period, showing the trend per topic.
A topic represents a group of interactions that have a common theme. It contains key phrases, either single
words or phrases, where each key phrase has a significant score within the topic (rank) which implies how
much this key phrase represents the topic (theme). The key phrase is displayed as a bubble in the Hot
Topic cloud and its significance (the rank) is shown with its size and location within the cloud. This visual
format allows for quick perception of the most significant key phrases mentioned in the interactions.
Below are examples of Hot Topics and the key phrases included in the Hot Topic. Each cluster represents
a topic and each topic is combined of unique key phrases for that topic:

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Hot Topics Table Display

In the Hot Topics component, a table displays the following information:
Hot Topic Name - displays the top 3 key phrases in the Hot Topic.
Rank - represents the volume of the selected Hot Topic compared to the other Hot Topics
during the current time period. The range is between 1 and 7 where 1 represents the highest
volume.
Previous Rank: displays the Hot Topic rank from the previous time period.
Changes from last period: displays a comparison of the current time period and the previous
time period.
Hot Topics Action Buttons

In addition, in the Hot Topics component, the following 3 action buttons are available:
Show Selected.You can select Hot Topics to display a text cloud which is a visual representation
of the data.
Export Selected. You can also export the selected Hot Topics to an Excel file that displays
detailed information of each Hot Topic and its key phrases.
Create Category - You can create a new Discovery Category composed of a Hot Topic that is
already configured with user groups. Select one Hot Topic and click the Create Category button.
You are redirected to Insight Manager to immedialtly create a new Discovery Category. The Hot
Topic words and phrases are automatically inserted with a certainty above 85, under organization
group the Lexicon Manager. For more details, see the Insight Manger Guide and Lexicon Manager
Guide.

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Hot Topics Cloud Analysis

The Hot Topic cloud displays a cluster of circular bubbles. Up to 12 Hot Topics clouds can be displayed.
These bubbles contain the key phrases that belong to the selected Hot Topic. The proximity of the key
phrase bubble to the center of the Hot Topic cloud signifies the importance of the key phrase. The closer
the key phrase bubble is to the center of the cloud, the more important the key phrase. Drag the scroll bar
on the left side of the screen to zoom in or double-click the Hot Topic cloud and the cloud is enlarged and
centered.
Key Phrase Analysis

Key Phrase analysis provides an abundance of useful information:
Hover over a key phrase bubble to enlarge the key phrase and display the following added
information:
Rank- This displays the key phrase rank, that is the significance of the key phrase within the
Hot Topic. The rank range is between 1 and 100, where 100 represents the most significant
rank score.
Trend - This displays the key phrase trend, for example, 33%.

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Double-click a key phrase to see the top related interactions containing the chosen key phrase. For
example:
In the Related Interactions table, you can:

See the Rank and Trend of the key phrase (this is the same information that you see when
hovering over the key phrase bubble).
See a list of up to 10 interactions in which the selected key phrase appears.
Double-click the interaction or click the play button, to open the player and listen to the related
interaction that contains the key phrase.

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At anytime, you can:

Click the Key phrase with greatest rank change icon to highlight up to 10 key phrases in the
bubble that have the greatest rank change both positive and negative.
Click the Zoom Out icon to zoom out and revert the screen back and view all the selected Hot
Topic clouds.
Component Settings

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Analysis Period: Define the period of time on which to perform the analysis. The analysis period
can be changed on the fly. You can choose one of the following:
Yesterday - This compares yesterday, for example Tuesday, to the previous day, Monday.
NOTE: Trend analysis does not occur when the analysis period is Yesterday and that day
occurs on a weekend. For example, if the analysis period is on a Monday, then the day that it
should be compared to is Sunday, which is part of the weekend. In this case, Monday will not
be compared to Sunday. since Sunday is not a week day. The reason the trend will not be
calculated is that a comparison is not realistic since most interactions occur during the work
week, and not on the weekend, therefore the amount of key phrases and their frequency are
significantly less than on a weekday.
Yesterday, compared to previous week - This compares yesterday, for example Tuesday,
to the same day the previous week, last Tuesday.
Last Week - This compares the complete week, for example Monday to Friday, to the last
complete week - last Monday to Friday.
Last Month - This compares the last complete month, for example November, to the previous
complete month - October.
Group Selection: Select which groups of a Line of Business for which interactions you want Hot
Topics information.
From the Resource Tree, select one or more user groups.
c. The group name, its subgroups and the members of the group appear in the Available Items list
box.
d. From the Available Items list box, select groups, and move the required groups to the Selected
Items list box.
Component Privileges: define parameters regarding the behavior of the component during
The table below describes each of the components under the Reports branch. These components are
primarily designated for supervisors and agents, however, other users in the organization, such as
business managers, can also view My Universe components in order to access up-to-date information.

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Component
Description
Designated for:
Agent Performance
Displays a comparison of the overall performance of

selected agents.
Supervisor
Categories Report
Displays the number of interactions in specific

categories and the detected trends over a defined
period of time.
Supervisor/Business
Manager
Evaluation Status
Displays the number of interactions that were

evaluated for supervised agents within a specific
time period and the number of target evaluations per
agent.
Supervisor
Note: Use this Component to monitor Target

adherence for interactions marked for QM that are
not covered by a Quality Plan defined in the Quality
Planner application.
Feedback Trend
Displays the trends (line charts) of agent scores

and/or average group scores on customer feedback
surveys.
Supervisor/Agent
Feedback
Comparison
Displays a column chart of monthly average

feedback scores (received on the customer
feedback surveys) per supervised agent/group comparing the performance of this month with the
previous month.
Supervisor/Agent
Productivity
Comparison
Displays a column chart of monthly average

productivity scores (number of calls handled per
hour) per supervised agent/group - comparing the
performance of this month with the previous month.
Supervisor/Agent
Quality Comparison
Displays a column chart of monthly average quality

scores (evaluation scores) per supervised
agent/group - comparing the performance of this
month with the previous month.
Supervisor/Agent

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Agent Performance
Component
Description
Designated for:
Quality Program
Status
The Quality Program Status component displays a

summary of the number of interactions tagged for
evaluation and the number of evaluations performed
for the logged-in evaluator's agents or for the QM
Manager's evaluators (based on component
settings).
Supervisor/Quality
Manager
Productivity Trend

and/or average group scores on productivity
(number of calls handled per hour).
Supervisor/Agent
Quality Trend

and/or average group scores on evaluations.
Supervisor/Agent
Scorable List Answer Distribution
Displays the breakdown analysis of a scorable list

with several answer choices, by percents or
numbers, in a given time frame.
Supervisor/Quality
Manager
Agent Performance
General Description
This component enables a supervisor to compare the performance of selected agents.
This component displays the average productivity score, the average evaluation score and the average
feedback score for selected agents within a defined time period. The component compares the current
averages with previous averages and shows whether the average has improved over the last time period
(Up arrow) or declined (Down arrow).
If your site is a SmartCenter integration (TotalView), the Adherence to Schedule score is also displayed
for these agents. This is a scored calculation based on an agents actual working hours as compared to the
agents scheduled hours based on the selected time period (last 7 days, last 30 days and so on). The
lowest score is 0 and the highest score is 1. The score does not indicate whether the agent worked extra
hours or not - it only indicates how closely the agent followed his/her assigned schedule!

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Agent Performance
NOTE: The method for calculating the adherence to schedule is determined via the
System Administrator application.
Agent Performance displays the following information per agent:
The AgentName column displays the list of selected agents.
The Productivity column displays the average productivity score. The productivity score is a
weighted calculation based on the number of calls handled per hour. It is determined by calculating
an average per day (based on the number of hours the agent worked that day) and then calculating
an overall average for the defined time period.
The Evaluations Average column displays an average evaluation score. The numbers in the
parenthesis represent the actual number of evaluation forms performed on the agent in the defined
time period.
The Feedback Average column displays an average feedback survey score. The numbers in the
parenthesis represent the actual number of feedback surveys performed on the agent in the defined
time period.
The Adherence to Schedule column displays the calculated score reflecting how close the agent
followed his/her scheduled hours. A low score indicates that the agent deviated from the schedule;
a high score indicates that the agent adhered to the schedule. The numbers in the parenthesis
represent the actual number of scheduled hours for the agent in the defined time period.
Component Settings
First time setup is required! See Defining Component Settings on page125 for details on opening the
Settings window.

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Agent Performance

Time Scope: Define a time frame for which data is displayed (such as: within the last 30 days). See
Defining a Time Scope on page129. For example, if you select a time frame of seven days, then the
averages will reflect the productivity, evaluation scores and feedback survey scores over the last 7
days. An arrow pointing up or down appears next to each score showing whether the current average
improved/dropped compared to the previous average (over the previous 7 days).
Users/Groups Mode: Select Selected Users/Groups, to allow the supervisor to see results for
the agents and groups selected under Evaluated Agents/Groups (see below), or select
Supervisor Mode to allow the Supervisor or Manager to automatically see results for agents that
he/she manages.
Evaluated Agents/Groups: Select which agents/groups you want to display. You must have
viewing privileges over these agents/groups. When you select groups, it is the agents that belong
to that group that are displayed, and not the group itself. See Defining Agents/Groups Displayed
in the Component on page129.
Component Privileges: Define parameters regarding the behavior of the component during

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Categories Report
Select Forms: Select the form(s) from which you want to take the evaluation data, for display in
the component. If All Forms is selected (default), data is taken from all forms that are used for the
agents comparison. If you clear All Forms and select specific forms, only evaluations that were
completed using those forms are used when comparing agent performance. See Defining Forms
on page131.
Categories Report
General Description
This component displays the number of interactions within specific categories as well as the occurrence of
detected trends within these categories. The component displays selected categories within a defined time
period. You must have viewing privileges for these categories.
What are categories?
Categories are the tools which enable you to classify your interactions based on detected words/phrases.
Each time you run a category, the category analyzes a set of interactions to detect specific words/phrases
used in these interactions. Categories are defined and run in the Insight Manager.
What are trends?
Trends are category patterns displaying an increase in interaction volume. You can scan one or multiple
categories for a single trend. Trends are defined in the Insight Manager.
In the Categories component, you can view the number of interactions in a category over a time period as
well as the trends that occurred in these categories.
The detected trends appear as circles.
Right-clicking a trend displays a tooltip listing the category type, the category name and the trend
name.

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Categories Report
TIP: All the categories and all the trends that are represented by the circle are
displayed together.
One circle can represent more than one trend.
One trend may be associated with more than one category.
Component Settings
Settings window.

Component Title: (optional) Define the displayed title in the component. See Defining a

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Evaluation Status
Time Scope: (mandatory) Define a time frame for which data is displayed (such as: within the last 30
days). See Defining a Time Scope on page129.
View Options: Define whether a legend and/or a summary area will be displayed in the
components. See Defining Viewing Options on page131.
Selected Categories: (mandatory) From the Available Categories list box, select the categories
for display and click Add. The category names appear in the Selected Categories list box.
Selected Trends: (optional) The Available Trends list box is dynamic: As you place categories in
the Selected Categories list box, the Available Trends list box displays the trends that have been
associated with the selected categories. From the Available Trends list box, select the trends for
display and click Add. The trend names appear in the Selected Trends list box.
Although selecting categories is mandatory, selecting trends is optional.
Evaluation Status
General Description
NOTE: Use this Component to monitor Target adherence for interactions marked
for QM that are not covered by a Quality Plan defined in the Quality Planner
application.
This component enables a supervisor to view how many interactions were evaluated for supervised agents
within a specific time period and the number of target evaluations per agent.
This component displays the following information per supervised agent:
Calls to Evaluate: The number of interactions that were selected for QM (manually marked for QM
in the Business Analyzer or defined via a Quality Recording Plan in the Rules Manager) and were
not yet evaluated within a specific time period.
Number of Evaluations: The number of evaluations that were performed on the supervised agent
within a specific time period.

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Evaluation Status
Last Period Evaluations: The number of evaluations that were performed on the agent in the
previous time period.
Target: The number of evaluations to be performed on the agent, defined based on interactions
marked for QM (manually marked for QM in the Business Analyzer or defined via a Quality
Recording Plan in the Rules Manager).
Example:
If you define a time period of 7 days, then the component displays the following information:
Calls to Evaluate: Shows the number of calls that were handled within the last 7 days that must
be evaluated.
Number of Evaluations: shows the number of evaluations that were performed within the last 7
days.
Last Period Evaluations: Shows the number of evaluations that were performed the week
before (from 14 days ago till 7 days ago).
Target: Shows the total number of evaluations that you are required to perform on each agent.
For example, the target value could be defined for a period of three months, with five evaluations
to be performed on agents with seniority of less than three years and 10 evaluations to be
performed on all agents with seniority of less than one year.
You can select an agent and click

to open the Business Analyzer. You must have proper access
privileges to this feature. In the Business Analyzer, you can:
View a list of all the interactions that were handled by the selected agent and were not yet
evaluated. The columns that appear in the Business Analyzer Results pane display additional
details about these interactions.
Evaluate the interactions.
Component Settings
Settings window.

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Evaluation Status

Component Title Define the displayed title in the component (optional). See Defining a
Time Scope: Define a time frame for which data is displayed (such as: within the last 30 days).
See Defining a Time Scope on page129.
Users/Groups Mode: Select Selected Users/Groups, to allow the supervisor to see results for
the agents and groups selected under Evaluated Agents/Groups (see below), or select
Supervisor Mode to allow the Supervisor or Manager to automatically see results for agents that
he/she manages.
Evaluated Agents/Groups: Select which agents/groups you want to display. You must have
viewing privileges over these agents/groups. See Defining Agents/Groups Displayed in the
Component on page129.

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Feedback Trend
Feedback Trend
General Description
This component enables a supervisor to compare agent/group average scores on customer feedback
surveys. It also allows an Agent to view a trend of his/her average feedback scores compared with the
average feedback scores of the direct group in which he/she is a member.
This component displays the trends (line charts) of the average agent/group scores on customer feedback
surveys. Each agent/group is represented by a different colored trend line.
This component also includes the Time Period toolbar. For further information, see Time Period Toolbar
on page17.
TIP: The feedback score is the score received on the customer feedback survey.
Component Settings
Settings window.

Users and Groups: Select the specific agents/groups you want to display as follows:
1. If you are defining the component for an agent, select Allow agent to view self.
2. If you are defining the component for an agent and you want to include the average feedback scores of
the direct group in which he/she is a member, select Allow agents to view their own group.

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Feedback Comparison
3. If you are defining a component for a Supervisor, select one of the following:
Selected Items
Allow users to view groups they manage
4. If you have selected Selected Items:
a. On the left-hand side of the component Settings window, click Avg feedback score.
b. In the Users Groups tab, select which agents/groups you want to display. You must have
viewing privileges over these agents/groups. See Defining Agents/Groups Displayed in
the Component on page129.
Period/Interval: Define the time period (time frame) for which data is displayed (such as: day,
week, or month) and the intervals displayed in the graph (such as: day or week). See Defining
Period/Interval Options on page130.
Hidden and Empty Cells: You can select what type of line chart you want to display. On the lefthand side of the settings window, click Avg Feedback Score, and in the General tab select one of
the following:
Zero - to display zero (0) values.
Connect data points with line - Displays the chart with markers and lines to indicate
individual data values (does not display zero values).
Feedback Comparison
General Description
This component enables a supervisor to view and compare the feedback scores for supervised
agents/groups. It can also enable Agents to view and compare the feedback scores of themselves and
their groups.
TIP: The feedback score is the score received on the customer feedback surveys
attached to an interaction.
The component displays a column chart of monthly average feedback scores (on customer feedback
surveys) per supervised agent/group - comparing the performance this month with the previous month.
Each agent/group is represented by a different colored column, showing the change in the average quality
score.
You must select which agents/groups to display in the component.
on page17.

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Feedback Comparison
Component Settings
Settings window.

runtime, such as whether users will be allowed to edit the component. These settings can only be
defined via the View Manager; if you opened the Settings window during runtime, the checkboxes
in this area are disabled. See Defining Privileges on page132.
Selected Items
On the left-hand side of the component Settings window, click Avg feedback score.
a. In the Users Groups tab, select which agents/groups you want to display. You must have viewing
privileges over these agents/groups. See Defining Agents/Groups Displayed in the

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This setting defines the time periods used in the Time Period toolbar. see Time Period Toolbar on
page17.
General Description
This component enables a supervisor to view and compare the productivity scores for supervised
agents/groups. It also allows the agents to view and compare their productivity scores with the productivity
scores of their groups.
TIP: The productivity score is the number of calls handled per hour. The score is
calculated from the time of the agents first call till the time of the agents last call.

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The component displays a column chart of monthly average productivity scores per supervised
agent/group - comparing the performance this month with the previous month. Each agent/group is
represented by a different colored column, showing the change in the average quality score.
You must select which agents/groups to display in the component. In a Multi Data Hub configuration, the
component displays local users only, not users from remote sites.
on page17.
Component Settings
Settings window.

Component Title: Define the displayed title in the component (optional). See Defining
Component Settings on page125.
Selected Items

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Quality Comparison
On the left-hand side of the component Settings window, click Productivity.

b. In the Users Groups tab, select which agents/groups you want to display. You must have viewing
This setting defines the time periods used in the Time Period toolbar. See Time Period Toolbar on
page17.
Quality Comparison
General Description
This component enables a supervisor to view and compare the evaluation scores for supervised
agents/groups. It also allows an agent to view and compare his/her evaluation scores with the evaluation
scores of his/her groups.
TIP: The quality score is the score received for the evaluation attached to the
interaction.
The component displays a column chart of average quality scores (evaluation scores) per supervised
agent/group - comparing the performance for the selected time period with the same time period during the
previous month. Each agent/group is represented by a different colored column, showing the change in the
average quality score.
For supervisors you can select which agents/groups to display in the component. In a Multi Data Hub
configuration, the component displays local users only, not users from remote sites.
on page17.
Component Settings
Settings window.

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Quality Comparison

Selected Items
On the left-hand side of the component Settings window, click Avg Evaluation Score.
c. In the Users Groups tab, select which agents/groups you want to display. You must have viewing
Select Forms:
1. On the left-hand side of the component Settings window, click Avg Evaluation Score.
2. In the Forms tab, select the form(s) from which you want to take the evaluation data, for display in the
component.
3. Select All Forms (default), if you want data to be taken from all forms that are used for the agents and
group(s) being compared.

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4. Clear All Forms and select specific forms, if you only want data to be taken from evaluations that
were completed using those forms, when comparing the agents and groups. See Defining Forms on
page131.
page17.

The Quality Program Status component assists the Evaluator or QM Manager in tracking the progress of
evaluations assigned through the Quality Planner.
The component displays a summary of the number of interactions tagged for evaluation and the number of
evaluations performed for the logged in evaluator's agents or for the QM Manager's evaluators (based on
component settings).
Select a specific quality plan to view from the drop-down list in the top left corner of the component. You
can also select Monthly Basic Plans to view all monthly Basic Plans, or Monthly Skill Based Plans to
view all monthly Skill Based Plans.
NOTE: Skill Based Quality Plans are only available from NICE Interaction Management Release
4.1.45.
Select which time period or month to display the plan details from.
Evaluators viewing either Basic or Skill-Based Quality Plan details in this component can see the following
information:
Skill Name: Displays the skills being used for evaluation. (For Skill-Based Quality Plans only)
User Name: Displays the Evaluators name.
Pending: Displays the number of interactions that are pending for evaluations.
Completed: Displays the number of evaluations completed.
Past Due: Displays the number of overdue evaluations, per the time frame defined in the Quality
Planner.
QM Managers viewing this component can see additional information.

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For Basic Quality Plans:

Target: Displays the total number of evaluations to be completed by the Evaluator as defined in
one or more Quality Plan(s) that the Evaluator was assigned to.
For Skill-Based Quality Plans:
Target: Displays the total number of evaluations to be completed by the Evaluator as defined in
one or more Quality Plan(s) that the Evaluator was assigned to.
Duration Target: Displays the expected duration of each evaluation.
Actual Duration: Displays the actual duration of each evaluation.
Evaluations Per Hour: Displays the amount of evaluations completed by the evaluator per
hour.
For Skill-Based Quality Plans, you can view the details grouped by Skill or grouped by Evaluator.
For more information about Basic and Skill-Based Quality Plans, see the Quality Planner Guide.
Component Settings
Settings window.

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Productivity Trend
Component Title Define the displayed title in the component (optional). See Defining a
Display Mode: Select one of the following:
Supervisor - To display a summary of the number of interactions tagged for evaluation and the
number of evaluations performed for the logged in evaluator's agents.
QM Manager - To display a summary of the number of interactions tagged for evaluation and
the number of evaluations performed for the QM Manager's evaluators.
Self Evaluator - To display a summary of the number of interactions tagged for evaluation and
the number of evaluations performed by the logged in evaluator for self-evaluation.
To display details from deleted Quality Plans, select the Display information of deleted
quality plans checkbox.
Evaluators: If you have selected QM Manager, under Display Mode, select which evaluators you
want to display. You must have viewing privileges over these evaluators to be able to view them in
the component display. See Defining Agents/Groups Displayed in the Component on
page129.
Productivity Trend
General Description
This component enables a supervisor to compare the average productivity scores of agents/groups. It also
enables an agent to view and compare his/her average productivity scores with the average productivity
scores of the groups in which he/she is a direct member.

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Productivity Trend
TIP: The productivity score is determined by the number of calls handled per hour.
The score is calculated from the time of the agents first call till the time of the
agents last call.
This component displays the trends (line charts) the average agent/group scores on productivity (number of
calls handled per hour). Each agent/group is represented by a different colored trend line.
You must select which agents/groups to display in the component.
on page17.
Component Settings
Settings window.

Selected Items

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Quality Trend

On the left-hand side of the component Settings window, click Productivity.
d. In the Users Groups tab, select which agents/groups you want to display. You must have viewing
page17.
Hidden and Empty Cells: You can select what type of line chart you want to display. On the lefthand side of the settings window, click Productivity, and in the General tab select one of the
following:
Quality Trend
General Description
This component enables a supervisor to compare agent/group average evaluation scores on evaluations. It
also enables an agent to compare his/her average quality scores with the average quality scores of the
groups in which he/she is a direct member.
TIP: The quality score is the score received on evaluations.

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Quality Trend
This component displays the trends (line charts) of the average agent/group quality scores. Each
agent/group is represented by a different colored trend line.
on page17.
Component Settings
Settings window.

Selected Items
On the left-hand side of the component Settings window, click Avg Evaluation Score.

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e. In the Users Groups tab, select which agents/groups you want to display. You must have viewing
Select Forms:
1. On the left-hand side of the component Settings window, click Avg Evaluation Score.
2. In the Forms tab, select the form(s) from which you want to take the evaluation data, for display in the
component.
3. Select All Forms (default), if you want data to be taken from all forms that are used for the agents and
group(s) being compared.
4. Clear All Forms and select specific forms, if you only want data taken from evaluations that were
completed using those forms, when comparing the agents and groups. See Defining Forms on
page131.
Hidden and Empty Cells: You can select what type of line chart you want to display. On the lefthand side of the settings window, click Avg Evaluation Score, and in the General tab select one
of the following:

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General Description
The Scorable List - Answer Distribution component provides detailed analysis of scorable list responses.
This component displays the breakdown analysis of a scorable list with several answer choices, by
percents or numbers, in a given time frame. The X axis displays the selected users/groups and the Y axis
displays the quantity/percent.
For example, if a specific question has four optional answer choices (such as Excellent, Good, Fair,
Unacceptable), the component can display either the number of occurrences for each option (5, 10, 15, 20)
or the percent of occurrences out of the total (10%, 20%, 30%, 40%) respectively. The component allows
filtering by Users/Groups, by specific evaluation forms and by Lists. The lists themselves are created via
Lists Editor.
on page17.
Example:
Company X is interested in monitoring how well their agents' handle price related objections
expressed by potential customers during the selling attempts of Product A. The QM Department
creates a dedicated evaluation form to measure their agent's performance regarding this topic.
The form includes the following question: "How well did the agent handle price objection for
product A?"
The optional answer choices are:
1. Exceeds expectations
2. Meets expectations
3. Below expectations
The QM department can then measure how many times each answer choice was selected over
all evaluations that were created in a given timeframe and deduce what is the trend, which option
is more common and what is the exact distribution of answer choices. This data allows QM to
identify positive or negative trends per topic and take corrective actions.
Recommended Workflow
In order for the component to be used successfully, the following workflow is recommended:
1. In the Lists Editor application, create a Scorable List (See the Lists Editor Guide for assistance):

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Each list item added should be given the same score value, except for negative answers, which should
be given score value of zero.
For example, if the possible answers are Excellent, Good, Fair, or Unacceptable, assign a score value
of one for each of the answers Excellent, Good, and Fair, but assign a score value of zero for the
answer Unacceptable.
Best Practice: The list should have no more than 3 or 4 possible answers.
2. In the Form Designer application, create a new form (see the Form Designer Guide for assistance) to
be used when evaluating the agent(s) that appear in the component display.
When adding a question ensure that the following are selected:
Type: Scorable List
Bound to List: Select the list created in Step 1.

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TIP:
For added value, Score Labels can be added to the Form (in the Form Designer). Adding a
score label allows the evaluator to see the individual distribution, per evaluation. See the
Form Designer Guide for assistance.
Note that the score labels do not effect the output of the Scorable List - Answer
Distribution component.
3. In the Scorable List Answer Distribution Settings (see below), select the form and/or list created in
Step 1 and Step 2.
Component Settings
Settings window.
Global Settings:
defined via the View Manager; if you opened the Settings window during runtime, the check boxes
Period/Interval: Define the time period (time frame) for which data is displayed (day, week, month,
quarter, or year) and the intervals displayed in the graph (week or day). See Defining
page17.
Scorable List Answer Distribution Settings:

In order to configure these settings, select Scorable List Answer Distribution.

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Users and Groups: In the Users Groups tab, select which agents/groups you want to display. You
must have viewing privileges over these agents/groups. See Defining Agents/Groups Displayed
in the Component on page129.
Forms: In the Forms tab, select the form(s) from which you want to take the agent's evaluation
data, for display in the component.
Only evaluations that were completed using these forms are displayed.To define the form(s) from
which evaluation data is displayed in the component:
From the Resource Tree, select a group.
The available forms appear in the Available Items list box.
f.
From the Available Items list box, select a form(s), and click
Selected Items list box.
to move the required forms to the
Scorable List Items: In the Scorable List Items tab, define this section as described in the
following table.
Field
Select...
Scorable Lists
The Scorable List (from the form selected) to be used in

the component display.
For each list item display
The display type of the breakdown analysis for each list

item - by percentage or number count.
Lists Items
The answers to be included in the component display.
Best Practice: Selecting a form on the Forms tab is optional. However, it is recommended to select a form,
in order to produce more specific results.
The table below describes each of the components under the Query branch. These components are
primarily designated for supervisors and agents, however, other users in the organization, such as
business managers, can also view My Universe components in order to access up-to-date information.
Component
Description
Designated for:
Generic Query
Displays the results of a customized query, based

on interaction, evaluation, audit trail, coaching or
feedback queries, as specified.
Supervisor/Business
Manager
My Packages
Displays the packages sent to the logged-in agent.

Agents can open the packages for review.
Agent

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Generic Query
Component
Description
Designated for:
Packages Status
Displays the status of sent packages that were

created by the logged-in user and any packages
that were assigned to the logged-in user by others
for follow up.
Supervisor/Business
Manager
Displays the latest evaluations that were

performed on interactions handled by the logged-in
agent. Agents can open the evaluations for review.
Agent
My Latest Feedbacks
Displays the latest feedbacks that were performed

on interactions handled by the logged-in agent.
Agents can open the feedback surveys for review.
Agent
Displays the latest interactions that the logged-in

agent handled. Agents can open the interactions
and play them back.
Agent
Recent Highlights
Displays the best/worst interactions based on

system scores.
Supervisor/Business
Manager
My Schedule
Displays the upcoming shifts for the logged-in

agent as well as the agents average adherence to
the schedule.
Agents
Interactions for
Evaluation
Displays a pre-defined number of calls to be

evaluated.
Supervisor
Displays notifications received from other

applications (for example, Insight Manager, Quality
Planner, and KPI).
Agent
Generic Query
This component enables a supervisor or business manager to create a customized component based on an
existing query from the Business Analyzer.

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Generic Query
You can create one or more generic queries, thereby designing a unique, customized My Universe portal.
For more information on creating and running queries, see the Business Analyzer Guide.
When you create a generic query component, you must define the following information:
The output type: Interactions, Evaluations, Feedback, Packages or Audit Trail.
The query that is the basis of the component (from previously defined Business Analyzer queries).
The component title.
The number of results to display.
Which columns to display.
How often the data in the component is refreshed.
Parameters regarding the behavior of the component during runtime, such as whether users will be
allowed to edit the component. These settings can only be defined via the View Manager; if you
opened the Settings window during runtime, the checkboxes in this area are disabled. See
Defining Component Settings on page125.
Follow-up Menu
For Interaction Queries
For Evaluation Queries
You can right-click on a displayed interaction in the Generic Query Component and perform one or more
actions (depending on the type of interaction selected). See Additional Actions on page135 for
assistance.

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Generic Query
To create a customized (Generic Query) component:

1. From the Component Display Selection window, select the Generic Query component and click
.
The Generic Query Settings window appears. See Defining Component Settings on page125 for
details on opening the Settings window.
2. Select the output type from the drop-down list. This list corresponds to the five modules in Business
Analyzer.
The list of available queries changes to display the Business Analyzer queries defined for the selected
output type. The list of available columns also changes to display the columns appropriate for the
selected output type.
3. From the Queries tree, select a query.
4. To name the generic component, enter a title in the Component Title field. This title will appear in the
title bar of the new component.
5. To define how many results should appear in the component, select Get last and enter a value for how
many results will be displayed.

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My Packages
6. Select the columns that you want to display in the component by moving the appropriate columns to
the Selected Columns list box. You can click the up/down arrows to determine the displayed order of
the columns.
7. In the Refresh Interval area, define how often the data in the component will be refreshed.
NOTE: The automatic refresh operation requires an active session of the logged in user. Therefore,
the Refresh Interval must be lower than the Session lifetime definition in the Application Security
branch (Session Management section) of the System Administrator. For further assistance, see the
SystemAdministrator-Configuration Guide.
8. In the Component Privileges area, define the behavior of the component for future users during
runtime. See Defining Privileges on page132.
9. Click OK.
My Packages
This component displays the coaching and action packages that were sent to the logged-in agent.
This component enables agents to view the packages that were sent to them, open the packages, add
comments if needed and review their content. This component is refreshed every ten minutes to display upto-date information.
An agent can click on a package to open it and review it. See Opening a Package on page92.
An agent can delete a package from the component. See Deleting a Package on the next page.
TIP: A manager can run queries to find the packages that were reviewed by agents
or to find packages not reviewed by agents.
The component is divided into two areas:
Coaching Packages - A Coaching Package is a group of interactions, evaluations, feedback
surveys or files, that are sent to an agent for learning purposes. This area displays coaching
packages that were sent to the logged-in agent. The area includes two sub-sections:

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My Packages
Personal Packages: Displays the coaching packages that were designed specifically for
the logged-in agent.
General Packages: Displays the coaching packages that were designed for general
audiences and were sent to the logged-in agent.
Action Packages - An action package is a group of interactions, evaluations, feedback surveys or
files, that are sent to an agent together with a request or instruction for something to be performed.
This area displays action packages that were sent to the logged-in user and is divided into subsections according to the different action types.
Component Settings
This component displays the coaching and action packages for whom the logged-in user is a recipient.
You can modify the default settings. See Defining Component Settings on page125 for details on
opening the Settings window.
You can define the following:

runtime, such as whether users are allowed to edit the component. These settings can only be
Deleting a Package
You can delete a package from the component. This enables you to manage the number of packages listed
in your component and remove old packages.
Deleting a package from a component does not completely delete the package from the system, nor does it
delete the package from appearing in the My Package component of other agents. It only deletes the
package from your own list of packages in your component.

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Packages Status
To delete a package:
1. Select a package and click
The following confirmation message appears.
2. Click Yes to confirm.

The package is removed from your list of packages in the My Packages component.
Packages Status
This component displays the status of sent packages that were created and sent from the Business
Analyzer by the logged-in user. It also displays packages that were assigned to the logged-in user by
others for follow up (in the Business Analyzer application).
The Packages status component is refreshed every 10 minutes to display up-to-date information.
A user can click on a package to open and view the package, but can not review the package from this
component. See Deleting a Package on the previous page.
The component is divided into sub-sections, according to the package name.
NOTE: Coaching packages can not be deleted from the Packages Status
component. The packages are removed from the component display, as defined in
the component settings.
Component Settings
This component displays the status of sent packages that were created by the logged-in user and/or
packages that were assigned to them by others for follow-up.

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Packages Status

Select Packages Type: Define if the component will display action or coaching items, or
both.
Select Recipient Type: Select whether to display all packages received or only those created
by the logged-in agent.

Select Packages Sent Date: Filter display results by selecting a time period. Seven days is
selected by default, but can be modified if required.

Select display mode: Define the display mode for this component. If the user selects Remove
recipients that already reviewed the package, the package disappears from the component
display once the recipient of the package reviews the package.
Opening a Package
You can open a package and do the following:
Open the attachments to the package, such as an evaluation.

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Packages Status
Add comments to the package. This is relevant for the My Packages component only.
Click Review. This indicates, that you completed your examination of the package. After you click
Review, the symbol appears under the Reviewed column for this package. This is relevant for
the My Packages component only.
To open and review a package:

1. From the My Packages or Packages Status component, double-click a package name to open it. The
package appears with instructions.
2. If attachments exist, double-click an attachment to open it.

3. For packages that appear in the My Packages component, you can add a comment and review the
package. To do this, click
The Review Package window opens.

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a. Enter your Login Name and Password.

b. Enter your comments in the comments field and click OK.
The symbol appears under the Reviewed column for this package, in the My Packages
component and Packages Status component, to indicate that the package was reviewed.
The My Latest Evaluations component displays the evaluations that were sent to the logged-in agent.
This component enables an agent to view his/her personal scores on recent evaluations. The component
displays agent evaluations and self-evaluations. It does not display calibrations and customer evaluations.
This component displays the evaluation scores for the logged-in agent. By default, the component displays
the evaluations that were performed on the logged-in agent by others and by him/herself within the last 7
days, which the agent already reviewed.
An agent can perform the following tasks:
An agent can open the evaluation form and review it. See Opening an Evaluation on page96.

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If the agent has the proper access privileges (to open Business Analyzer), the agent can click
to open the Business Analyzer. The Results pane displays additional information about the
evaluations.
An agent can add evaluations to a Saved Items folder in the Business Analyzer. See Adding
Evaluations to Saved Items on page154.
Component Settings
By default, evaluations that were performed on the logged-in agent by others and by him/herself within the
last 7 days, which the agent already reviewed, are displayed in the My Latest Evaluations component.

Select Evaluations Type: Define which types of evaluations to display.
To display self-evaluations, select Self.
To display evaluations performed on agents by evaluators, select Agent.

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Select Evaluations Mode: Select whether to display the evaluations of the logged-in agent that
have been reviewed; or to display all evaluations of the logged-in agent.
Select Evaluations Count: Determine the number of evaluations that will appear in the
component based on a defined number of recent calls (such as: show the last 6 evaluations) or
a time period (such as: show evaluations from the last 7 days ).
Select one of the following:
Get last and enter a number of evaluations that will be displayed. Note that the items that are
retrieved are from the last 60 days.
Get calls from the last, and select a block of time. You can select the following blocks of
time:
Select Forms: Select the form(s) from which you want to take the agent's evaluation data, for
display in the component. If All Forms is selection (default), data is taken from all forms that
are used when evaluating the logged-in agent. If you clear All Forms and select specific
forms, only evaluations that were completed using those forms are displayed. See Defining
Forms on page131.
Privileges: Define parameters regarding the behavior of the component during runtime, such as
whether users will be allowed to edit the component. These settings can only be defined via the
View Manager; if you opened the Settings window during runtime, the checkboxes in this area are
disabled. See Defining Privileges on page132.
You can open an evaluation and review it. If the evaluation includes an Agent Review button
the button to add your digital signature to the form.
, click
NOTE:
Once an agent has signed off on their evaluation form (by adding their digital signature) the
form can no longer be changed, edited or updated in any way.
To open an evaluation:
1. Click an evaluation name to open it. The evaluation appears.

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My Latest Feedbacks
2. Review the comments.

3. If the
appears at the bottom of the form, this indicates that you should add your digital signature
after reviewing it.
4. After you complete your review of the evaluation, click
. The Review window opens.
5. Enter your username and password and click OK.
My Latest Feedbacks
This component enables an agent to view the feedback scores that customers filled out on the logged-in
agents interactions.

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My Latest Feedbacks
This component displays the latest scores received on customer feedback surveys (that were filled out on
interactions handled by the logged-in agent). By default, feedback survey scores from the last thirty days
appear in the component.
An agent can open the feedback survey and review it. See Opening a Feedback Survey on the
facing page.
If the agent has the proper access privileges (to open Business Analyzer), the agent can click More
feedback surveys.
Component Settings
By default, feedback survey scores performed on the logged-in agent during the last thirty days appear in
the My Latest Feedback component.

Select Feedbacks Count: Determine the number of feedback surveys that will appear in the
component based on the most recent feedback surveys (such as: show the last 6 surveys) or a
time period (such as: show feedback surveys from the last 7 days ).
Get last and select how many feedback surveys will be displayed. Note that the items that are

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My Latest Feedbacks
Get Feedback surveys from the last, and select a block of time. You can select the following
blocks of time:
Opening a Feedback Survey

You can open a feedback survey and review the comments. You can play back the interaction on which the
feedback survey is based. In addition, if a voice comment is added to a question, you can play it back.
To open a feedback survey:

1. Click a feedback survey name to open it. The feedback survey appears.
2. Review the comments.

3. Click Play to open the interaction on which the feedback survey was based. The Player appears and
you can listen to the interaction.

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This component enables an agent to view his/her recent interactions.
This component displays the latest interactions that the logged-in agent handled.
By default, the component displays a list of segments from the last 30 days (up to 50 segments) handled by
the logged-in agent. You can modify the settings to display a list of complete interactions. The columns
change to reflect the selected settings.

An agent can open the interaction and play it back via the Player. See Playing an Interaction on
page135.
If the agent has the proper access privileges (to open Business Analyzer), the agent can click More
evaluations.
An agent can add interactions to a Saved Items folder in the Business Analyzer. See Adding
Interactions to Saved Items on page153.
Component Settings
By default, segments handled by the logged-in agent during the last thirty days appear in the My Latest
Interactions component.

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Select Interaction Mode: Select whether the component will display segments or complete
interactions. In the component, the columns change to reflect segments/complete interactions.
Select Interactions Count: Determine the number of interactions that will appear in the
component based on the most recent interactions (such as: show the last 6 interactions) or a
time period (such as: show interactions from the last 7 days ).
Get last and select how many interactions will be displayed. Note that the items that are
Get calls from the last, and select a block of time. You can select the following blocks of
time:

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Recent Highlights
Recent Highlights
This component provides a supervisor or business manager with a high level glance at the best/worst
system scores in the call center.
NOTE: The system score is a calculation applied to interactions and is defined by
an administrator via the Rules Manager. When a scoring rule runs, specific
interactions are assigned a score.
This component displays the best calls and the worst system scores within a specific time interval. By
default, the component displays todays 5 top scores above 90 and the 5 lowest scores below 60, based on
the system score calculation in your site.
You can double-click on a row to play back an interaction.
TIP: You can display the following information at the bottom of the component:
Average System Score: Displays the average system score for all scored
interactions in the system.
Total Scored Calls: Displays the total number of scored interactions in the
system.
You can show this information by selecting the Calculate and Display Total Average
Score checkbox in the Settings window.
This information is not displayed by default.
Component Settings
By default, the 5 top scores above 90 and the 5 lowest scores below 60 for the current day are displayed in
the Recent Highlights component. The scores are based on the system score calculation defined in your
site.

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Recent Highlights

Top and Bottom Settings: Select the best/worst interactions to display as follow:
1. Enter the number of top scores to display equal to or above a specific value (minimum threshold). For
example: 5 scores above 90.
2. Enter the number of bottom scores to display equal to or below a specific value (maximum threshold).
For example: 5 scores below 50.
Performance Criteria:
1. In the Performance Indicator field, select System Score. This indicates that the system score will
serve as the criteria.
2. In the Time Interval field, select a time period.
3. To display the average system score and the total number of scored interactions, select Calculate
and Display Total Average Score. The system calculates the average for all interactions that were
previously scored.

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My Schedule
My Schedule
This component displays the upcoming shifts for the logged-in agent in ascending order.
The component also displays the agents monthly adherence to the schedule. This is a scored calculation
based on an agents actual working hours as compared to the agents scheduled hours from the beginning
of the current month until the current date (Month-To-Date). The lowest score is 0 and the highest score is
1. The score does not indicate whether the agent worked extra hours or not - it only indicates how closely
the agent followed his/her assigned schedule!
NOTE:
The method for calculating the adherence to schedule is determined via the System
Administrator application.
Clicking the More button enables access to the IEX TotalView application. A login window appears. After
you enter your username and password, TotalView opens, and you can view your schedules, statistics and
so on.
Component Settings
This component displays the upcoming shifts for the logged-in agent.
First-time setup is not required, however you can modify the default settings. See Defining Component
Settings on page125 for details on opening the Settings window.

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Shifts: Define the number of upcoming shifts to display. The default is five shifts.
This component displays a predefined number of interactions to be evaluated by the logged-in supervisor.
These interactions are assigned to the logged-in supervisor by the Quality Planner. See the Quality Planner
Guide, for further information.
The interactions that appear can be evaluated by the logged in supervisor directly from My Universe. It is
also possible to create packages directly from the component.
The Interactions for Evaluation component displays the last 200 interactions only. If there are more than
200 interactions, once an interaction is evaluated by the manager it disappears from the component view
and is replaced by the next interaction from the waiting queue.
What is an evaluation? An evaluation is an online form that was previously defined via the Form Designer,
enabling you to rate an interaction.
This component displays information on the calls (voice), emails and chats to be evaluated. The
information that appears depends on the columns selected for viewing via the settings window.

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The type of interaction is indicated by the icon that appears under the MediaType column, as follows:
Icon
Type of Interaction
Voice
Voice and Screen
Chat
Email
Component Settings
See Defining Component Settings on page125 for details on opening the Settings window.

Columns for Display: Select the columns that you want to display in the component by moving
the appropriate columns to the Selected Columns list box. You can click the up/down arrows to
determine the displayed order of the columns.

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Replace Interactions: Define the time frame from which new interactions are selected when the
evaluator wants to replace an interaction from the Interactions for Evaluation component.
Additional Interactions: Define the time frame from which new interactions are selected when the
evaluator wants to add additional interactions to the Interactions for Evaluation component.
NOTE: The Additional Interactions area is only available from NICE Interaction Management
Release 4.1.45.
Follow-up Menu
You can right-click on a displayed interaction in the Interactions for Evaluation Component and perform one
or more actions (depending on the type of interaction selected). See Additional Actions on page135 for
assistance.
In order to listen to a voice interaction (call) before you complete the evaluation, play the interaction using
the NICE Player.
You can play the interaction segment listed in your Interactions for Evaluation component, or the complete
interaction.
Icon
Description
Play interaction segment
Play complete interaction
For more information see Playing an Interaction on page135.

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In order to view an interaction (email or chat) before you complete the evaluation, open the interaction with
the Text Interactions Viewer. See Viewing an Interaction on page136.
Creating a Package
An interaction that appears in the Interactions for Evaluation component can be attached to a coaching
package. See Creating a Package on page137.
The Interactions for Evaluation Component allows the logged in supervisor to evaluate an interaction
directly from within My Universe.
A user can play a segment or a complete interaction in the player and then open the evaluation form while
listening. See Evaluating an Interaction on page150 for more information.
See Evaluating an Interaction on page150 for further information.
Deleting an Interaction
The logged in agent/supervisor can delete an interaction assigned to them.
To delete an interaction:
1. Select the interaction to be deleted.
2. Click
Adding or Replacing Interactions

If the evaluator wants to evaluate other interactions than the interactions currently displayed in the
component view, it is possible to replace interactions by selecting Suggest New Interaction. If the
evaluator wants to add additional interactions to their workload, it is possible to add interactions by
selecting Search for additional interactions.
To replace interactions:
1. Select an interaction to replace.
2. Click
the Suggest New Interaction button.
3. The following message appears:

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4. Click Yes.
The interaction is replaced.
Search for Additional Interactions

If for some reason you want to evaluate other interactions, other than the interactions currently displayed in
the component view, you can select Search for Additional Interactions
search for additional interactions related to a specific quality task.
, which enables the user to
To search for additional interactions:

1. Click
the Search for additional interactions button.
The Additional Interactions window appears.
2. From the Quality Plan drop-down list, select which quality plan to retrieve the interactions for.
Different definition criteria appear based on the quality plan type.

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NOTE: Skill Based Quality Plans are only available from NICE Interaction Management Release
4.1.45.
For Skill-Based Quality Plans:
a. From the Skills drop-down list, select a skill. My Universe will retrieve interactions from
agents with the selected skill.
b. Define the Number of interactions for skill: for My Universe to retrieve. If ten interactions
are defined, My Universe will retrieve ten new interactions and add them to the evaluators
Interactions for Evaluation component.
For Basic Quality Plans:
a. In the Agent Selection area, from the Resource Tree list, select a group.
The agents that belong to the group appear in the Available Items list.
b. From the Available Items list, select agents and/or groups for My Universe to retrieve
interactions from. Use the arrows to move the selected agents/groups in or out of the Selected
Items area.
You can use the quick search field above the Available Items list to help find a specific agent
or group.
c. Define the Number of calls per agent: for My Universe to retrieve. If ten interactions are
defined, My Universe will retrieve ten new interactions per selected agent and add them to the
evaluators Interactions for Evaluation component.
d. From the Tasks drop-down list, select a quality task. My Universe will retrieve interactions
from that quality task.
3. Click OK.
The interactions are added to the evaluators Interactions for Evaluation component.
NOTE: The time frame from which additional interactions are selected is defined in Settings, in the
Additional Interactions area.
For more information about Basic and Skill-Based Quality Plans, see the Quality Planner Guide.

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The My Latest Notifications component displays notifications received from other applications (for
example, Insight Manager, Business Analyzer, Quality Planner, or KPI).
Component Settings
First time setup is required! See Defining Component Settings on page125.

Component Filters:
In the Time Filters section, select one of the following:
Show last - Here you can define the number of hours, days, weeks or months to display.
From - Here you can define from which date and which time you want to display
notifications.
In the General Notification Filters section:
a. From the Notification Type drop-down list, select the type of notifications to be received.
NOTE:
To display all notification types, select the blank field that
appears at the bottom of the Notification Type drop-down list.

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b. From the Severity drop-down list, select the severity level for the notifications (critical,
warning, or information).
c. From the Subject drop-down list, select the subjects you want to display.
NOTE:
To display all subjects, select the blank field that appears at the
top of the Subject drop-down list.

NICE Social Media analytics enables mining social media for information relating to specific words or
phrases. For example, to find out what people on Twitter, Facebook and other social media sites are saying
about Bank of America, use Social Media Analytics to display the following information:
The number of times Bank of America is mentioned in social media sites, over a defined period of
time. For more information, see Buzz Analysis on page117.
When Bank of America is mentioned in social media sites, it can rank the other words that are
mentioned in the same context. For more information, see Key Issues on page118.
Social media content that includes the phrase Bank of America. For more information, see
Mentions on page120.
Twitter accounts that mention Bank of America. For more information, see Opinion Leaders on
page121.
Analysis of the positive, negative or neutral feelings in the social media content that includes the
phrase Bank of America. For more information, see Sentiment Analysis on page121.
Ranking of the social media sites according to the number of times Bank of America is mentioned.
For more information, see Top Sites on page122.
NICE Social Media Analytics requires the NICE Social Media Analytics server and the My Universe
application:
NICE Social Media Analytics server: This is the engine behind social media analytics. The NICE
Social Media Analytics server enables creating queries and filters, managing users, and creating
dashboards of information. The NICE installer sets up the queries on this server as part of the
installation process. See the online help on the NICE Social Media Analytics server for more
information on these tasks. The URL to the server is: http://www.nice-socialanalytics.com.
My Universe: In My Universe, the Social Media category displays the results of the social media
queries created in the NICE Social Media Analytics server. This category contains components
that provide specific information for the query or queries.

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Workflow
This is a general workflow for viewing Social Media data in My Universe.
1. Add components from the Social Media category to an existing My Universe view, or create a new
view. See View Creation and Management on page19.
2. For each component, select a query or queries to view. See Selecting a Query on the next page.
3. (Optional) To limit results, filter the mentions that are displayed. See Filters on page115.
4. (Optional) To view a summary of mentions or a list of mentions, see Viewing Mentions on page116.
5. (Optional) To change the color or format of a display, see Changing Views on page118.
Component Display
This section explains how to view the Social Media components and to change their display. It comprises
the following topics:
General Settings on the next page
Selecting a Query on the next page
Filters on page115

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General Settings
The information in this section is relevant for all Social Media components.
Component display settings are set in the Social Media Settings window. See Defining Component
Settings on page125 for details on opening the Settings window.

Selecting a Query
In order to view data in a Social Media Analytics component, you must select at least one query in the
Social Media Queries area.
To select a query or queries:

1. In the Social Media Queries list, select a query.
2. Use the arrow

to move the query to the Selected Social Media Queries list. At least one query
must appear in the Selected Social Media Queries list in order to view data in the Social Analytics
component.
3. Repeat Step 1 and Step 2 to select additional queries whose data you want to display.

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Filters
You can filter results according to settings that are defined in the Social Media Settings window.
NOTE: Filters are defined on the NICE Social Media Analytics server. In the My
Universe application, you can only apply those filters that are already defined. For
more information about defining filters, see the User Guide on the NICE Social
Media Analytics server at:
http://www.nice-socialanalytics.com.
The following filters are available:
When a filter is active, its title appears bold, as in the example below.
The filters provide the following capabilities:

Date: Select a range of dates to display.
Filter by media type: Select the media types whose mentions should appear in the results.
Filter by sentiment: Display mentions according to positive, neutral or negative content. This filter
is not applicable for the Sentiment Analysis component.
Filter by location: Display only the mentions that originated in the selected geographic location.
Exclude Locations: Display only the mentions that did not originate in the selected geographic
location.
Filter by sites: Display only the mentions that originated in the selected URLs.

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Exclude Sites: Display only the mentions that did not originate in the selected URLs.
Social Media Categories: Display only the mentions that were classified as a certain category
listed in the Selected Social Media Categories list.
Viewing Mentions
For each component, except the Mentions component, you can view a summary as well as a list of the
mentions that appeared.
To view mentions:
1. In a component, mouse over a part of the display that represents mentions. In the example below of
Buzz Analysis, you mouse over the marker of the defined period of time. A summary of the mentions
appear.
2. To view a list of mentions with links to their sources, double-click the part of the display that represents
mentions. In the example below of Sentiment Analysis, the Neutral segment was double-clicked. A list
of the mentions with Neutral content appears:

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Social Media Analytics Components

The table below describes the components in the Social Media Analytics category and the information they
supply.
Component
Description
Designated
for:
Buzz Analysis
Displays the trend (line chart) of mentions over a

defined period of time within one or more Social
Media queries.
Supervisor/
Business
Manager
Key Issues
Displays the words that are most often used in the

mentions within one or more Social Media queries.
When words appear in more than one query, the
number of mentions are the total of all the queries.
Supervisor/
Business
Manager
Mentions
Displays all the links to the original social media

Supervisor/
content found by the Social Media query or queries. It Business
also displays: Mention Snippet, Date, Sentiment,
Manager
Site Type and Category.
Opinion Leaders
Displays the Twitter accounts that mentioned the

Supervisor/
word or phrase in the Social Media query. The Twitter Business
accounts with the largest number of followers are the Manager
only ones displayed.
Sentiment Analysis
Analyzes the mentions in one or more Social Media

queries for positive, neutral and negative content.
Top Sites
Ranks social media sites according to the number of Supervisor/

mentions for a specific Social Media query or queries. Business
Manager
Supervisor/
Business
Manager
Buzz Analysis

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General Description
The Buzz Analysis component enables a supervisor to view the trend (line chart) of mentions over a
defined period of time within one or more Social Media queries.
Key Issues
The Key Issues component enables a supervisor to view a topic cloud of the words that are most often
used in the mentions within one or more Social Media queries. Topics are single words or phrases, and the
importance of each topic is indicated by different font sizes or colors. This format is useful for quickly
perceiving the most prominent terms used in the mentions.
When words appear in more than one query, the number of mentions are the total of all the queries.
Changing Views
You can change the cloud display of the Key Issues component. Available cloud displays are:
Centered display
Alphabetical display
For each type of display, the color of the topics inside the cloud display can also be changed from two
colors to multicolor.
Here are examples of the different views:

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To change the view of the cloud display:

1. Right-click the Key Issues component, mouse over Cloud Display, and select either Centered or
Alphabetical. The display changes.
2. Right-click the Key Issues component, mouse over Color, and select either Two Colors or Random
multicolor. The color changes.
Mentions
The Mentions component enables a supervisor to view all the links to the original social media content
found by the Social Media query or queries. Clicking the mention opens the social media content where the
word or phrase in the query appears.

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Opinion Leaders
The Opinion Leaders component enables a supervisor to view the Twitter accounts that mentioned the
word or phrase in the Social Media query. The Twitter accounts with the largest number of followers are the
only ones displayed. Double-clicking the name of the opinion leader opens that particular Twitter account.
Sentiment Analysis
The Sentiment Analysis component enables a supervisor to view the mentions in a pie chart according to
positive, neutral and negative content. Double-clicking a segment opens the list of mentions, filtered by
sentiment analysis.

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My Universe - Tools
Top Sites
The Top Sites component enables a supervisor to rank social media sites according to the number of
mentions for a specific Social Media query or queries. Double-clicking a site name in the list opens a list of
all the mentions from that site.
My Universe - Tools
The table below describes the component under the Tools branch.
Component
Description
Designated
for:
Scheduled Reports
Displays reports that were defined in the Reporter to be

displayed in My Universe.
Supervisor/
Business
Manager
Scheduled Reports

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My Universe - Tools
General Description
The Scheduled Reports component enables a supervisor to view designated reports that were created via
the Reporter.
By default, this component displays the scheduled reports that were generated by the Reporter for which
you were defined as a subscriber. These reports, when first created, were designated for the My Universe
portal.
In the Scheduled Reports component, you can perform the following tasks:
Open a report for viewing.
Delete a report from the list.
Refresh the list to display newly generated reports. See also Maintaining the Scheduled Reports
View below
Maintaining the Scheduled Reports View

By Default, 50 reports can be displayed in the Scheduled Reports component view. This number is
determined via the System Administrator application (Applications > Configurations > General).
If more than 50 reports are sent to a user, additional reports will not reach the users Scheduled Reports
component. Only after the user manually deletes reports from the component, will he/she be able to receive
new reports.
To navigate the entire list of reports that appear in the component view, use the scroll bar that appears on
the right-hand side of the Scheduled Report component window.
TIP:
Periodically review the reports that appear in the component view, and manually delete
reports that are no longer required.
From NICE Interaction Management Release 4.1.24 and above, the following messages are generated to
assist in maintaining the Scheduled Reports view:
Message
Description
This message appears when the component view
reaches 50 percent capacity.

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My Universe - Tools
Message
Description
At this point, reports are still received, but it is critical
that reports are reviewed and deleted, in order to
ensure that newly generated report are received.
This message appears when the component view has
reached 100 percent capacity.
Important: At this point, if any generated reports are
sent to the user, these reports are lost and cannot be
retrieved.
Once reports are deleted, click Refresh to display
newly generated reports.
Component Settings
This component displays the scheduled reports that were generated by the Reporter for whom the logged-in
user is a subscriber.
You can modify the default settings. See Defining Component Settings on the facing page for details on


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What are Component Settings?
Component settings are the parameters that determine which information will be displayed inside a
component.
If you have the proper privileges, you can define component settings. This information is defined per
component per view in the Settings window. Component settings may be defined when a view is first
created (via the View Manager) during runtime.
Component settings are defined via the Settings window. The parameters in the Settings window differ for
each component. The Settings window can be accessed via the View Manager or during runtime.
Opening the Settings Window in the View Manager on the next page
Opening the Settings Window during Runtime on page127
If the same component appears in more than one view, the settings for the component can differ in each
view.
Example:
The Agent Performance component is placed in several views. For each view, different settings
were defined.
In the Trainees view, the Agent Performance component displays all agents from the Trainees
department over the last seven days.
In the QA Supervisors view, the Agent Performance component displays all agents from the QA
department, the Trainees department and the VIP department over the last thirty days.
Some components have default settings; other components require a first-time setup to determine the
component display. See What are the My Universe Components on page42 for a description of each
component and its settings.
When are Component Settings Defined?

When a user creates a view, he/she places components in the view. The user becomes the creator (owner)
of the component. The creator should then define the component settings. See Creating Views via the
View Manager on page27.
The creator can always modify the component settings, even if the view has been assigned to users.
These settings can be modified in the View Manager or during runtime. See Modifying a View via the
View Manager on page32 or Modifying the Current View During Runtime on page36.

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Can the Component Settings be Modified?

When first defining the component settings, the creator determines whether users who are assigned this
view will be able to modify the component settings in the future or not. This is determined by
selecting/clearing the Can be Edited checkbox in the Settings window (Additional Component Settings
area). See Defining Privileges on page132.
If the creator defined that future users can modify the settings, and if the users have the proper
privileges, then users can modify the component settings during runtime. See Modifying the
Current View During Runtime on page36.
If the creator defined that future users cannot modify the settings, then users cannot open the
Settings window to view the parameters of the component.
Who can Modify Component Settings?

You can modify component settings under the following circumstances:
You are the creator of the component.
You have the privilege to modify components and the creator did not restrict modifications of the
component (by clearing Can be Edited).
You must have two privileges to modify another users component: Edit View Component and
Modify/Delete other views.

You can open the Settings window and define component settings when creating a new view or when
modifying an existing view.
To open the Settings window when creating a new view:

1. Start the My Universe Settings Wizard. See Creating a New View via the View Manager on
page28.
2. In the Component Display Selection window, select a component and click
appears.
. The Settings window

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To open the Settings window when modifying a view:

1. Select a view. See Modifying a View via the View Manager on page32.
2. Click the Settings tab.
3. Select a component and click
. The Settings window appears.

When you display a view in the My Universe portal, you can modify the settings of the components in the
view.
Important!
When you open the Settings window during runtime, the Additional Component Settings area is
disabled, even if you are the creator of the component. If you want to modify one of these
settings, you must open the Settings window from the View Manager. See Opening the
Settings Window in the View Manager on the previous page.

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To open the Settings window:

Open the Settings window in either of the following two ways:
Display a view. Then, select a component and click
Display a view. Then, click View Settings

appears.
Select a component and click
. The Settings window appears.
. The Components Display Selection window
. The Settings window appears

The Settings window for each component is unique since it defines the parameters for a specific
component. However, many of the components require the same settings. This section describes the
commonly used settings. See What are the My Universe Components on page42 for a description of
the settings for each component.
See:

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Defining Forms
Defining Privileges

Each component requires a component title.
The component title appears at the top of a component during runtime. If you do not provide a component
title, the default name of the component is used instead.
The component title is defined in the Settings window > Component Title area.
To define a component title:

In the Enter Component Title field, enter a title. This title will appear during runtime as the title of
the component.

The time scope is the time period (time frame) for which data is displayed (such as: within the last 30 days).
The time scope is defined in the Settings window > Time Scope area.
To define a time scope:

In the Time Scope field, select a time range.
NOTE: In some instances the Last 14 Days time scope is not available.

For most components, you must select which agents/groups you want to display. You can only select
those agents for whom you have viewing privileges.
When selecting the agents to display, you can also select users who have been deleted from the system.
Users are defined in the Settings window > Select Users/Groups area (see Defining Component
Settings on page125, for details of opening the Settings window).

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To define the agents that will be displayed in the component:

1. From the Resource Tree, select a group. You can select the All Users group to include all the users in
the organization.
The group name, its subgroups and the members of the group appear in the Available Items list box.
2. To include deleted users in the list, select the Show deleted users checkbox. This enables you to
view the past performance of agents that are no longer active in the system.
3. From the Available Items list box, select groups/users, and move the required agents and groups to
the Selected Items list box.

Components that show a trend over a period of time require the definition of the trend. You need to define
the following information:
The time period (time frame) for which data is displayed (such as: month).
The defined intervals displayed in the graph (such as: day or week).
Trend options are defined in the Settings window > Period/Interval area.
To define trend options:

1. In the Select Time Period field, select the time period (time frame) for which data is displayed.
2. In the Select Time Interval field, select the intervals that will be displayed in the graph.

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For some components, you have the option of displaying a legend at the top of the graph and the option of
showing summary information at the bottom of the graph.
These options are defined in the Settings window > View Options area.
To define viewing options:

1. To display the legend in the component, select Show Legend.
2. To display summary information in the component, select Show Summary.
Defining Forms
For some Report components, there is an option available to define from which evaluation the data is
extracted, for display in the report. This procedure is relevant for the following Report components:
Agent Performance
Quality Comparison
Quality Trend
Forms are defined in the Settings window, Select Forms area (see Defining Component Settings on
page125, for instructions on how to open the Settings window).

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Defining Privileges
To define the form(s) from which evaluation data is displayed in the component:
1. To expand the Select Forms area, click
2. To include all the forms in the organization, for which you have privileges, leave the default All Forms
selected.
3. To select specific forms:
Clear All Forms.
a. From the Resource Tree, select a group.
The available forms appear in the Available Items list box.
b. From the Available Items list box, select a form(s), and click
Selected Items list box.
to move the required forms to the
TIP: You can enter the first letters of a form in the text box above the Available
Items list box to quickly select the appropriate user name.
Defining Privileges
You can define the actions that users can perform when they display the component in a view during
runtime. These parameters are defined in the Settings window > Component Privileges area.
Important!
These parameters can only be defined via the View Manager. When you display the Settings
window during runtime, the checkboxes in the Additional Component Settings area are
disabled.
Define whether users can close (hide) the component in a view during runtime or not.

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Defining Privileges
If you define that the component can be closed by users, then a user can click
in the components
toolbar to remove the component from the current view. The component is not permanently removed
from the view; it is only removed from the current session.
Define whether users can minimize a component in a view during runtime or not.
If you define that the component can be minimized by users, then a user can click
in the
components toolbar to minimize the component in the current view. The next time the view is
displayed, the component will appear maximized in its proper location.
Define whether component settings can be modified by users or not. Keep in mind that when a user
modifies component settings this modification will affect all other users in the system viewing this
component!!
If you define that the component can be modified by users, then a user can display the component in a
view and modify its settings - assuming the user has the proper privileges.
If you define that the component cannot be modified by users, then only the creator can modify the
component settings. All other users with proper privileges can open the Settings window to view its
definition but they cannot change the definitions.
Define whether the component displays all the agents that the creator selected for display (by
selecting Run Under Creator Privileges) or whether the component will only display those agents
for whom the logged-in user has querying privileges (by clearing Run Under Creator Privileges).
If you are defining a view for agents, and you want the logged-in agent to view information in a
component about other agents, you will need to select Run Under Creator Privileges. This enables
the logged-in agent to view information about other agents (for whom he or she does not have querying
privileges).
TIP: If you select the Run under Creator Privileges, then the logged-in user can
view all the users for whom the creator has viewing privileges.
If you do not select the Run Under Creator Privileges, then the logged-in user can view
only those agents for whom he/she has viewing privileges.
To define additional component settings:

1. To define that future users can modify the component (assuming they have the proper privileges),
select Can Be Edited. To define that future users cannot modify the component, clear Can Be
Edited.
2. To define that future users can close the component from the current session, select Can Be Closed.
To define that future users cannot close the component, clear Can Be Closed.
3. To define that future users can minimize the component from the current session, select Can Be
Minimized. To define that future users cannot minimize the component, clear Can Be Minimized.

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Defining Privileges
4. To define that the component displays all the agents that the creator selected for display (agents for
whom the creator has viewing privileges), select Run under Creator Privileges. To define that the
component only displays the agents for whom the currently logged-in user has viewing privileges, clear
Run under Creator Privileges.
5. If Run under Creator Privileges is selected, clear Can be Edited.

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Additional Actions
Additional Actions
You can perform additional actions on interactions/evaluations from components that list interactions or
evaluations. These components include:
Generic Query on page86
My Latest Evaluations on page94
My Latest Interactions on page100
Interactions for Evaluation on page105
NOTE: These additional actions are only available in the Generic Query component when the query
is for interactions or evaluations.
All actions that can be performed on the interactions/evaluations in these components can be found by
right-clicking on an item to open the context menu.
You can perform the following actions on interactions/evaluations in these components:
Playing an Interaction below
Opening an Evaluation on the next page
Opening an Evaluation on the next page
Viewing an Interaction on the next page
Adding Interactions to Saved Items on page153
Adding Evaluations to Saved Items on page154
Viewing an Open Chain (Related Interactions) on page154
NOTE: Not each action is available in all of the listed components.
When a component lists interactions, you can play the voice interactions using the NICE Player.
To play an interaction:
1. Select the interaction you want to play.
2. Click
NOTE: From the Interactions for Evaluation component, you can also choose to play a
complete interaction by clicking on the Play complete interaction icon. For more information
see Interactions for Evaluation on page105.
The Player appears.

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3. If the interaction is not played back automatically, click the Play button to listen to the interaction.
NOTE: When a recording includes screen activity, the Player expands to display the screen
recording.
When a component lists interactions, you can view text interactions (email or chat) using the Text
Interactions Viewer.
To view an interaction:
1. Select the interaction you want to view.
2. Click
. The Text Interactions Viewer appears.
You can open an evaluation from any component which lists evaluations.
To open an evaluation:
Right-click on the relevant evaluation and select Open

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The evaluation form opens in a new window.

In the Generic Query component, you can view all query results for the query criteria (not only the
requested number of results defined in the generic query settings window).
To view all query results:

Right-click on the relevant interaction and select View All Query Results
A window opens in the Business Analyzer application with all of the relevant query results for the
interaction you selected.
Creating a Package
A package consists of attachments that you can send to agents for learning purposes. When you create a
package, you add text comments and select attachments for the packages. These attachments can
include interactions, evaluations, feedback surveys, files and links. Then, assign a subject for the package
and determine who should receive the package. You can also add optional recipients to the package (added
to the CC field). After you name and save the package, you can send the package to agents.
The agents can see which packages were sent to them in the My Packages component. See What are the
My Universe Components on page42.
To create a package:
1. Right-click on the relevant item and select Create Package
. The Package window appears. If you
first selected interactions/evaluations/feedback surveys or clips from the appropriate module, the
items are attached to the package in the Attachments area.

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Creating a Package
2. To attach an Interaction/Evaluation/Feedback/Clip, click the appropriate attachment icon.
The selection window appears with a list of existing Business Analyzer queries.
a. Select items from the query results and click OK. The items are attached to the package in the
Attachments area.
b. You can enter descriptive text or comments next to each attachment.
3. To attach a File, click
. A standard file browser window appears.
a. Select items from the query results and click Open. The items are attached to the package in the
Attachments area.

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Creating a Package
4. To attach a Link, click
. The Attach Link window appears.
To view the file, select it and click Open. To return to the Attach Link window, close the opened
window.
You can select more than one file using standard keyboard buttons.
a. To attach the selected file/s to the package, click Attach.
The Package window appears showing the files you selected.
The files are marked with the icon

5. To add an empty evaluation form, in the Attachments area, select an interaction, right-click the
interaction and select Add Empty Evaluation. The Empty Evaluation window appears.

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Creating a Package
In the Evaluation Type area, select Agent, to select from the available agent evaluation forms, or
select Customer, to select from the available customer evaluation forms.
a. Select a form. This form will be attached to the package.
b. Select Allow recipient to replace form, if you want to allow the recipient to replace your form
with a different form.
c. Click OK.
The package window appears with the selected empty evaluation form above the interaction.
6. To add an empty calibration form, in the Attachments area, select an interaction, right-click the
interaction and select Add Empty Calibration.
If you selected a segment, the Package window appears.
To add related items to the package, select an attachment, and click , or right-click and
select Add Related Item. The related items are added to the attachment.
If you selected a complete interaction, the Select Interaction window appears showing the
different segments within the complete interaction.

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Creating a Package
a. Select a segment and click OK. The Package window appears.

b. To add related items to the package, select an attachment, and click , or right-click and
If you selected an interaction with more than one evaluation, the Select Evaluation window
appears.
a. Select an evaluation and click OK. The Package window appears with the empty calibration
form and with the interaction you chose.
b. To add related items to the package, select an attachment, and click , or right-click and

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Creating a Package
7. To define a recipient(s) of the package, in the To field:

a. Click From List... The Select Recipients window appears.
b. In the Resource Tree area, select All Users or expand a group to view a hierarchy of groups and
agents. You can only see the agents/groups for whom you have access rights.
c. Click a branch in the tree. The groups or agents directly under that branch appear in the Available
Items list box.
d. From the Available Items list box, select the groups or agents that are query criteria and click the
arrow. The names are moved to the Selected Items list box.
e. Click OK.
8. To define an optional recipient(s) of the package:
a. in the CC field, click From List.... The Select Recipients window appears.
b. In the Resource Tree area, select All Users or expand a group to view a hierarchy of groups and
agents. You can only see the agents/groups for whom you have access rights.
c. Click a branch in the tree. The groups or agents directly under that branch appear in the Available
Items list box.
d. From the Available Items list box, select the groups or agents that are query criteria and click the
arrow. The names are moved to the Selected Items list box.
e. Click OK.
9. To define a coaching package, from the Action list, select Coaching package.

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Creating a Package
a. Click Settings to determine whether text topics and/or an evaluation summary appear in the
coaching package. The Settings window appears.
NOTE: The Settings window appears for coaching packages only. It is disabled for action
packages.
b. For each text topic that you want to display, select a checkbox and select a topic from the dropdown list.
Example: To display the Evaluation Summary area in the package, select the Show Evaluation
Summary checkbox.
c. To define these settings as your default (for each time you open the Create Package window),
select the Set As Default checkbox.
d. Click OK. The Packages window is refreshed with the defined settings.
10. To define an action package, from the Action list, select an action.

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Creating a Package
To add comments to the action package, in the Action Comments area, enter text.
NOTE: The Settings option is disabled for action packages.
11. In the Subject field (enabled for coaching packages only), select one item from the drop-down list. This
subject will appear in the agents coaching package.
12. To specify that a package is extremely important, click . An exclamation mark will appear next to the
package in the agents My Packages component, indicating that this package is of high importance. To
cancel the exclamation mark, click again.
13. To specify a due date for the agents to complete the package, in the Due Date field, click the arrow to
open a calendar. Select a date.
14. To schedule when the agent must view the package, select Schedule Via TotalView, and in the
Duration drop-down list, select a time duration (in minutes) that the agent must spend to complete the
package.
NOTE: If you use the TotalView scheduling option, you must select a due date.
15. When entering text in the text boxes, click
text boxes.
16. Click
to check your spelling. You can also add a URL into the
to save the package. The Save Package window appears.
Save the package as follows:

a. Enter a name and description for the package. The name of the package appears in the Name
column in the My Packages component.
b. Select whether the package is Personal or General.
Later, when the package is sent to agents, the package appears in a General Coaching
Packages area or a Personal Coaching Packages area of the agents My Packages component.

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Select Personal when you send a specific feedback to an agent based on his/her
evaluation (such as how to handle upset customers).
Select General when you expect to send the package to a wide audience (such as a New
Product Announcement package or General Training package).
NOTE: Personal or General is enabled for coaching packages only. It is disabled for
Action packages.
c. If you want the package to be available to all other users with Package privileges, select the
Shared checkbox.
d. Click Save.
17. To send the package to the recipients, click
component of My Universe for your recipients.
. The package will appear in the My Packages
NOTE: In the Packages module, packages that were saved but not sent to agents appear in
the Draft folder automatically. See The Business Analyzer Guide for more information.
For more information about Packages, see the Packages FAQ on page147.

If your site has TotalView, you can define how the package will be received by the agent/user.
In the Package window, select Schedule Via TotalView, then select a Duration (in minutes) that the
agent must spend to complete the package. Then set a Due date. The due date is the latest date that the
agent must work on the package.
TotalView schedules the package according to the agents free time. The agent receives a scheduled
activity pop-up window in My Universe, reminding them to view and complete the Package within a
specified time duration. The Package will appear in the agent's My Schedule component (site specific) in
My Universe. If the Package was sent to the supervisor, the supervisor can forward the Package to an
agent.

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In addition to attachments, you can add package topics to Coaching Packages.
After you add a text topic, enter descriptive information. These topics and the typed information will appear
in the agents coaching package.
NOTE: This option is relevant for Coaching Packages only. You cannot add descriptive text in
Action Packages.
After defining the package as a Coaching Package, click Settings and select up to three text topics. These
topics are previously defined for you via the Lists Editor.
After you have selected a text topic, a corresponding text area appears in the Coaching Package window.
Add descriptive text. You can also add a URL into the text boxes. This information appears in the coaching
package that the agent receives.

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You can also add an Evaluation Summary area which indicates the number of attached evaluations and
provides the average score for these attached evaluations.

In addition to attachments, you can add action comments to the Package window.
After you select an action, enter descriptive information in the Action Comments area. The typed
information will appear in the agents package.
NOTE: This option is relevant for Action Packages only. You cannot add action comments to
Coaching Packages
Packages FAQ
Below find a list of frequently asked questions regarding packages and creating packages in My Universe.
What are Shared Packages?
What are Related Items?
What is a Link?

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Packages FAQ
How Large Can a Package be?

Who Receives the Package and How?
What is a Package Subject?
What is a Shared Package?
Must I Send a Package Immediately After its Creation?
How Can I Keep Track of Packages?
Can I Modify the Contents of a Package?
What are Shared Packages?

Each time you create a package, you must determine whether the package is shared by all users or not.
When a package is shared, all users can find the item, when they run a Shared Package query (in
the Business Analyzer).
When a package is not shared, the creator of the package can find the package when they run a
non-Shared query (in the Business Analyzer).
What are Related Items?

Items can be associated with other items. Items that are associated with each other are related. By
selecting an item that is attached to a package and selecting Add related items, you make available other
items that are related to that item in the package.
For example: If an interaction is attached to a package, you can add its related items - meaning the
evaluation and feedback survey that was associated with the interaction; if an evaluation is attached to a
package, you can add its related items - meaning the interaction and feedback survey that was associated
with it; and so on.
What is a Link?
A link is a shortcut to a file in a shared folder. When you attach a link to a package, you select a file from the
shared folder. The attachment you see in the package is the shortcut to the file.
Before you attach a link to a file in a shared folder, your System Administrator must create a shared folder
and place these files in the folder.
The benefits of using links are as follows:
You can attach links to files that are larger than 10 MB.
You can attach a link to run a single file that uses multiple support files. For example: eLearning
files.

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Packages FAQ
How Large Can a Package be?

There are no limitations for the size of a package but there are strict limitations for the size of files that can
be attached to a package.
The limitations for the size of files that can be added to a package are as follows:
The maximum size of a single file that can be attached to a package is 10 MB.
The total size of files that can be attached to a package is 20 MB.
To overcome file size limitations in packages, you can attach links.
Who Receives the Package and How?

Define recipients in the Package window, in the To and CC fields by clicking From List... Use the Select
Recipients window to define the recipients. From the To field, select the users that should receive the
package. The agents will see the package in the My Packages component of their My Universe portal.
From the CC field, you can also select the users that will receive the package for their follow-up only.
These agents will see the package in the Packages Status component of their My Universe portal.
What is a Package Subject?

For coaching packages only, specify the subject or theme of the package. When an agent receives a
package in the My Packages component, the subject of the package is displayed.
The list of coaching package subjects, from which you can select one item, are predefined in the Lists
Editor.
What is a Shared Package?

When you save a package, you determine whether this package is shared, which means that the package
is available to all other users with Package privileges, when they run a query to find shared packages.
If you do not make the package shared, the package will appear in a query for packages that are not
shared. Only the person who created the package or has Query privileges for the creator, and at least one
of the agents receiving the package, can run a query on the package.
Must I Send a Package Immediately After its Creation?

When you save a package, you have the option to send it immediately or save the package to be sent at a
later date. If you do not send the package immediately, the package is saved in the Drafts folder, in the
Business Analyzer. Later, you can open the package from the Business Analyzer application and send it to
the defined recipients.
How Can I Keep Track of Packages?

See What are the My Universe Components on page42 for assistance.

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Can I Modify the Contents of a Package?

The contents of a package can be modified until the package is sent to agents. If you create a package and
save it without sending it to agents, the package is saved in the Drafts folder in the Business Analyzer
application. You can then open the package and modify its contents, from the Business Analyzer
application, and send it to agents. Once a package is sent to agents, you can open a package and forward
it to other agents, however, you cannot modify its contents.
When an agent receives a package in the My Packages component of his/her My Universe portal, the
agent cannot change any information in the package. Agents can add comments to the package and click
Review after they complete using the package.
Each evaluation form is designed in a unique manner, so each evaluation you open has a unique
appearance. This section describes all of the tools that may appear on your evaluation.
Evaluation Toolbar
Each evaluation form has a toolbar located at the top of the form.
From the toolbar, you can:

Click
To
Save the evaluation.
Print the evaluation.
Create a package with the evaluation attached to it. See Evaluating an
Interaction above.
This tool is enabled after the evaluation is saved.
Select a different form to evaluate. The Replace Form window appears. Select a
form and click OK.
This tool is enabled until the evaluation is saved.

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Click
To
Play the interaction segment that is currently selected.
The Player appears enabling you to play back the interaction and view interaction
details. See Evaluating an Interaction on the previous page.
If the Player is not installed on the computer, you will be prompted to install it at
this time. You may need to restart your computer at the end of the installation.
Play the complete interaction of the selected segment. This feature is only
available in the Interactions for Evaluation component. See Interactions
for Evaluation on page105.
Tips for Filling Out Evaluations

The following items may appear in your evaluation.
Item
Description
Checklist
Displays several options for selection. Check one or several options and click
OK.
After you select one option or more, the icon changes from red to blue.
Note
Click to add a note. The Notes window appears. Enter your text and click OK.
In some forms, the Notes window opens automatically when you select a
specific response.
Text box
Enter free text. You can click the Spell-check button after typing your text.
Asterisk
If an * appears to the left of a question, it indicates an obligatory question.
Critical
Question
Critical questions can be displayed on the form. Marking the checkbox of a

critical question has no affect on the scoring of the section or of the form.
Critical to
Section
If a question is defined as critical to its section and the evaluator marks the
critical checkbox, the section becomes disabled and points for the entire section
change to zero.

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3
Item
Description
Critical to
Form
If a question is defined as critical to its form and the evaluator marks the critical
checkbox, the form becomes disabled and the score for the entire form changes
to zero.
Bonus/Penalty Bonus (green flag) and penalty (red flag) questions appear as checkboxes on the
form.
When selected, the point value is added to the respective score. Penalty
questions have a negative value, thus the Penalty score is a negative score.
To evaluate an interaction:
1. Select the interaction to be evaluated, and click Evaluate
NOTE: If the interaction has already been evaluated in the Business Analyzer application, a
message appears, alerting the evaluator. The evaluator can continue with the evaluation, or
replace the interaction. See Interactions for Evaluation on page105 for more information.
If only one evaluation form is defined to the interaction, the Evaluation Form window appears.
If the interaction has several evaluation forms defined to it, the Form Selection window
appears.
Select the form you want to use to evaluate the interaction and click OK. The Evaluation Form
window appears.

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3
NOTE: Multiple evaluation forms are only available in the Interactions for Evaluation
component. Evaluators must have the correct privileges to view the forms.
2. Complete the evaluation form, and click Save
3. Close the Evaluator Form window, to exit.

TIP: You can evaluate an interaction while simultaneously playing it on the Player. To do this, you
must first open the interaction on the Player, and then click the Evaluate icon. This includes playing
complete interactions from the Interactions for Evaluation component. See Interactions for
Evaluation on page105 for more details.

You can add interactions to Saved Items folders in the Business Analyzer application directly from
components which list interactions.
NOTE: You can not have two different types of items in the same folder. If a folder contains
segments, you can not add completes to it. A warning message will appear.
To add interactions to Saved Items:

1. Select one or several interactions.
2. Right-click and select Add to Saved Items. The Add to Saved Items window appears.
3. Select the folder you want to add the interactions to, and click OK.
The interactions are added to the selected folder in the Business Analyzer.

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3
NOTE: When adding interactions to a shared folder, you must have the proper user
permissions for the folder.

You can add evaluations to Saved Items folders in the Business Analyzer application directly from
components which list evaluations.
To add evaluations to Saved Items:

1. Select one or several evaluations.
2. Right-click and select Add to Saved Items. The Add to Saved Items window appears.
3. Select the folder you want to add the evaluations to, and click OK.
The evaluations are added to the selected folder in the Business Analyzer.
NOTE: When adding evaluations to a shared folder, you must have the proper user
permissions for the folder.

You can view a complete chain of interactions for a selected interaction, from any component which lists
interactions.
To view an open chain:

1. Right-click on the relevant interaction and select Open Chain
The Interactions Chain window appears. This window displays all calls related to the customer ID or
case ID (depending on the configuration at your site) for the selected interaction.

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3
2. Click Close to exit the Interactions Chain window.

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A
My Universe Privileges
A:
Privileges are defined via the Users Administrator application. For instructions on assigning privileges, see
the Users Administrator Guide.
This appendix provides a brief description of the My Universe privileges, and provides guidelines for
assigning the privileges appropriately.
Contents
158
159

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A

The following privileges can be assigned to users:
Privilege
Description
General Privileges
Use Application
User can open My Universe.
Select View
User can select a view in My Universe. See Selecting a View

on page36.
Edit View Component
User can edit the settings of a component. Modifying the

Current View During Runtime on page36.
Allow Drilldown
User can perform a drilldown action in order to view a further

detailed view of the Metrics Analysis on the Agent level/Group
level. See My Universe KPI Analysis Guide for further
information.
View Manager
Use View Manager Application
User can open the View Manager. See Opening the View
Manager on page27.
Assign View for Other Users
User can assign a view to My Universe users, other than

himself/herself. See Creating a New View via the View
Manager on page28
Modify/Delete Other Views
User can modify or delete a view that other users created. See
Modifying a View via the View Manager on page32.

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A

This section provides guidelines for assigning privileges to the different types of users. Keep in mind that
these guidelines are global suggestions; the needs in your site may differ
Privileges for Agents

In most cases, agents will be assigned one privilege: Use My Universe.
Privileges for Mid-Level Users

Supervisors/business managers may be allowed to create views for themselves and modify their own
views. See These users need the following privileges:
Use My Universe
Select View
Edit View Components
Privileges for High Level Users

High level users are those users responsible for creating views and assigning views to other users. These
users need the following privileges.
Use My Universe
Select View
Edit View Components
Use View Manager Application - This privilege must be assigned to all users who will create
views via the View Manager.
Assign Views to Others - If this privilege is not assigned, users can create views but cannot
assign the views to other users.
Modify Delete Other Views - If this privilege is not assigned, users can modify their own views
but cannot modify views created by other users.

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My Universe Guide - NIM 4.1

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My Universe

NICE Interaction Management

EMEA Region (Europe, Middle East, Africa)

APAC Region (Asia/Pacific)

The Americas Region (North, Central, South

NICEinvites you to join the NICEUser Group (NUG).

Document Revision History

What are My Universe Views?

What Information Appears in the Components?

What are Customized Components (Generic Queries)?

What is Runtime Mode? What is Design Mode?

How Often is the System Refreshed?

Time Period Toolbar

2: View Creation and Management

How are Views Created?

Strategies for Creating Views

Creating a View for Agents

Creating a View for Yourself

Creating a View for Supervisors

What Tools are Available in the View Toolbar?

Creating Views via the View Manager

Opening the View Manager

Creating a New View via the View Manager

Setting the View as a Default

Modifying a View via the View Manager

NICE Interaction Management

Creating a View Based on an Existing View via the View Manager

Modifying the Current View During Runtime

Setting the Current View as the Default View During Runtime

Creating a View based on an Existing View During Runtime

Quality Program Status

Scorable List - Answer Distribution

Interactions for Evaluation

NICE Interaction Management

My Universe - Social Media

Opening the Settings Window in the View Manager

Opening the Settings Window during Runtime

Frequently Used Settings

Defining a Component Title

Defining a Time Scope

Defining Agents/Groups Displayed in the Component

Defining Period/Interval Options

Defining Viewing Options

Viewing All Query Results

Using TotalView With Packages

Adding Predefined Package Topics to a Coaching Package

Adding Action Comments to a Package

Adding Interactions to Saved Items

Adding Evaluations to Saved Items

Viewing an Open Chain (Related Interactions)

What are the My Universe Privileges?

Which Privileges should be Assigned to Users?

NICE Interaction Management

[This page intentionally left blank]

NICE Interaction Management

Document Revision History

NICE Interaction Management

What are My Universe Views?

NICE Interaction Management

What Information Appears in the Components?

NICE Interaction Management

What are Customized Components (Generic Queries)?

NICE Interaction Management

Your My Universe portal opens, showing your default view.