NICE Perform

(1)

®

Release 3.1

Users Administrator Guide

November 2008

(2)

(3)

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement.

All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws.

Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.

This product is covered by one or more of the following US patents:

360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.

Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations.

385A0427-04 Rev. A2 4,893,197 5,396,371 6,115,746 6,330,025 6,785,370 6,959,079 7,203,655 5,185,780 5,446,603 6,122,665 6,542,602 6,856,343 6,965,886 7,240,328 5,216,744 5,457,782 6,192,346 6,564,368 6,865,604 6,970,829 7,305,082 5,274,738 5,819,005 6,246,752 6,694,374 6,870,920 7,010,106 7,333,445 5,289,368 5,911,134 6,249,570 6,728,345 6,871,229 7,010,109 7,346,186 5,325,292 5,937,029 6,252,946 6,775,372 6,880,004 7,058,589 7,383,199 5,339,203 6,044,355 6,252,947 6,785,369 6,937,706 7,085,728 7,386,105

(4)

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:

EMEA Region: (Europe, Middle East, Africa)

Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: [email protected]

APAC Region: (Asia/Pacific)

Tel: +852-8338-9818 Fax: +852-2802-1800

email: [email protected]

The Americas Region: (North, Central, South America)

Tel: 1-800-NICE-611 Fax: +720-264-4012 email: [email protected] Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: [email protected]

For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office:

Please send all queries, comments, and suggestions pertaining to this document to

[email protected]

Please visit NICE at www.nice.com

International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: [email protected] North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: [email protected] United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

NICE invites you to join the NICE User Group (NUG).

(5)

1

Introducing the Users Administrator

Welcome to the Users Administrator! - This application streamlines user management by providing tools for establishing site security, user authentication, and agent identification.

Users logging in to NICE Perform must have proper authorization for each application, as well as permission to access agents and their interactions. The Users Administrator provides the means to give each user an individual Login ID with the necessary privileges. Password and security options can be set globally, or on an individual basis. NICE Perform also supports Active Directory authentication.

Privileges are profile-based. Each profile is a set of privileges. Profiles are attached to users or to groups of users. Profiles that are attached to a group, give each user in the group identical privileges. Each time the privileges in a profile are updated, the change is dynamically filtered throughout your user database. Each time a user is added to or removed from a group, the user’s privileges are automatically adjusted to reflect their new position.

Users can be grouped together for managerial purposes. NICE Perform supports a multi-tiered user hierarchy.

The Users Administrator supports data integrity by restricting data access and manipulation to a need-to-know basis. View, Edit, and Query privileges to agent information and interaction data are each granted separately.

Interactions must be associated with the agent involved. The Users Administrator provides the means to uniquely identify each agent and their interactions.

This guide describes how to build your organization’s employee hierarchy and assign privileges to users as necessary. A sample organizational structure and examples are provided along the way. A complete list of all available privileges is provided in the appendices.

IMPORTANT

This guide describes complete functionality of the application. Your ability to use the system is dependent on your site configuration and your own access privileges. Some fields and functions might not be available.

(12)

Opening the Users Administrator

To open the Users Administrator:

1. Log in to the NICE PerformCompliance Suite.

(14)

Navigating the Users Administrator Window

Navigating the Users Administrator Window

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

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

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

If you select... The Contents Pane displays...

All Users All the users to whom the logged-in user has access. NOTE: If users appear in your All Users group to

whom you do not have direct access, it is because you have access to a group in which they are members. When they are removed from the group, they will no longer appear in your All Users group.

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

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

Search The results of your most recent search.

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

(15)

Folders Pane Highlights

Folders Pane Highlights

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

•

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

•

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

•

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

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

•

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

•

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

•

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

•

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

•

The names of individual Groups can be changed. Select a group and click Edit. NOTE: All documentation uses the default folder names. We recommend that you

change folder names only when absolutely necessary and then try to maintain part of the original folder name. Example: Change All Users to All Users (Home office).

Delete Edit

(16)

•

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

Searching/Filtering the Users and Groups Lists

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

Search results are saved in the Search Results tab until the next Search or until the user logs off. They are not saved from one session to the next.

Use the following tips as guidelines. EXAMPLE:

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

TIP:

•

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

•

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

Tip Example

Search criteria are not case-sensitive. Enter mary jane to search for Mary Jane.

User’s first and last names are searched separately.

Enter frank to search for Frank Smith and Robert Frank.

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

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

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

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

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

(17)

Remember: The asterisk (*) is used as a substitute for zero or more characters. The question mark (?) is used as a substitute for a single character.

Running a Search

A Search can be run on either the list of Users or the list of Groups. Separate searches must be run for the users and for the groups lists.

If deleted users are not hidden in the System Administrator, then they will appear in the Search Results if they match the search criteria.

To search the lists or Users or Groups:

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

The Search details consists of three tabbed pages: Users - criteria for searching the users list Groups - criteria for searching the groups list

Results - the results of the most recent search operation IMPORTANT

If you do not enter an asterisk in the search field, then only exact matches will be found.

Example: If you run a Groups search for Sales, then Sales Managers will not be found. If you

(18)

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

Use these guidelines:

User name - searches the first, middle, and last name fields separately User login name - searches the System User Login Name

Imported user - users who were either added to the system or updated via an Import Process Modification date - the last date that the user record was modified. When you select an option from the list, a date field opens. If you click the date field, a selection calendar appears.

(19)

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

Use these guidelines:

Imported Groups - groups that were added to the system or updated via an Import Process Modification date - the last date that the user record was modified. When you select an option from the list, a date field opens. If you click the date field, a selection calendar appears. 4. Click to run the search.

(20)

6. Double-click an item to display its details.

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

8. Click Search at any time to see the results of your latest search.

Search results are saved in the Search Results tab until the next Search or until the user logs off. They are not saved from one session to the next.

Adding a User from the Search Results to a Group

You can save time on locating the users you want to add to a group by running a search and then dragging and dropping them directly into the groups.

For more information about group members, see Adding Group Members onpage 100. To add a user from the Search Results to a Group:

1. Run a Search to locate the user. See Running a Search onpage 17.

2. In the Folders pane, expand the Groups branch so that the ‘target’ group is shown. 3. In the Folders pane, click Search. Then click the Results tab.

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

5. To give the user managerial status, see Defining a Group Manager onpage 102. EXAMPLE:

You want to add the user whose Agent ID is 1234 to the Sales group. Run a search specifying 1234 as the Agent ID.

(21)

Contents Pane Highlights

Contents Pane Highlights

The Contents pane displays either a list of all users or a list of profiles according to your selection in the Folders pane. The format in which all user names are displayed can be customized. To change the display format, see Defining User Name Format onpage 21.

Icons identify users as agents, system users, and managers in the Contents pane as follows:

•

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

•

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

•

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

Defining User Name Format

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

User Icons Description

Manager of the Selected Group

(has a red asterisk)

Agent (Trader)

(wears a tie)

N/A System User

(has a monitor)

Agent (Trader) and System User

(wears a tie and has a monitor)

(22)

To change user name format:

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

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

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

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

EXAMPLE:

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

(23)

Showing/Hiding Deleted Users Details in the Users Administrator

Users who are deleted from the Organization can still be displayed in user lists. Showing deleted users allows you to select them as query criteria and to play back their interactions. A retention period is defined for deleted users. This is the period of time during which a user is considered a deleted user. The retention period is defined once for all applications except for the Reporter. It is defined separately for the Reporter application.

Defining to show or hide deleted users is application-specific. For example, you can select to hide

all deleted users in the Users Administrator application and to show all deleted users in the PBO Requests application. In the Organization settings, you define the show/hide status for the Users

Administrator, and the retention period for all applications. Changing the show/hide option takes effect immediately. There is no need to restart a server or to log off and log in again to NICE Perform.

To show/hide deleted users:

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

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

TIP: For additional information on the status of deleted users, see Deleting a User Definition onpage 92.

IMPORTANT

User records are never actually deleted from the User database, even if they are not currently shown, or not within the defined retention period.

EXAMPLE:

Betty is deleted from the Organization on January 1. The retention period for All applications is 3 months. For Reporter it is 12 months.

In applications where Show Deleted Users is selected, Betty will appear in the Users list until March 31. In the Reporter, Betty will appear until December 31.

For Betty to appear in April, change the Retention period for All applications to 4 months.

(24)

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

3. To allow deleted users to appear in other applications: a. Select the Deleted users retention period checkbox.

b. Define for how long a deleted user will appear in other applications. The retention period for the Reporter application can be defined separately from all other applications. User records will never be deleted from the User database, even after this retention period.

The maximum value for retention period is 99 months.

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

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

Show deleted users checkbox

(25)

Details Pane Highlights

Details Pane Highlights

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

•

Click after each change.

•

Click to undo all changes since your last save.

•

In the users details view, click to return to the group (or all users list) from which you displayed the user details.

•

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

(26)

(27)

2

Overview and Getting Started

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

Overview of NICE Perform Hierarchy

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

Each employee must be defined as a User. There are two types of users: System Users and Agents (Traders). Each employee can be defined as one or both types of users.

System Users are users who log in to and use NICE Perform applications. System users can be given permission to set up recording schedules, playback interactions, and manage other users in the system. System users whose interactions are recorded must also be defined as agents.

Agents (Traders) are users whose interactions are recorded. This includes traders, brokers, or back office personnel. All agents are recognized by one or more unique ID’s. The method of assigning a unique ID varies with each system and are described in Which Agent Identification Should I Use? Agent ID vs. Extension onpage 33. Traders may not be aware that they are connected to a NICE Perform system. Traders who access any of the NICE Perform applications, such as Playback Organizer, must be defined as system users.

Groups of users (system users and/or traders) can be created. This allows you to assign the same profiles to a group of users or to include a group of agents in a profile, giving the receiver of the profile access to all of the group’s agent’s interactions. Each group can have one or more managers (supervisors). A group’s managers can be assigned different profiles from the group’s members, giving them privileges over the group’s members.

Profiles are created and attached to groups or users. Each profile is a set of privileges to different applications or groups and users.

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

About Privileges

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

Profile Privileges

Privileges

Users: Agents and System Users

Group recom mend_ed Manager Inherited Privileges

(29)

Overview of NICE Perform Hierarchy

System users must be given privileges for the following:

•

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

•

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

•

The reporter categories for reports they will manage.

•

The Query folders for queries they will edit or run.

•

The Data fields they need to view.

NOTE: NICE Perform comes with a predefined profile to view and query the most

common data fields. It is called Basic Columns and is attached to the All Users group. Add additional query and edit privileges in a separate profile as needed.

(30)

What is an Organization?

What is an Organization?

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

onpage 80.

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

All Users A single master folder which gives you direct access to all the users in your system. Profiles with the most basic privileges can be attached at this level.

Example: Give each user the privilege to playback their own interactions: Create a profile giving this privilege to the Self user and attached it at this level.

Groups Contains all groups and their subgroups. Profiles Contains all profiles for the system. Search Search criteria and results.

(31)

Who are the Users?

Who are the Users?

All users in the system, from the lowest to the highest hierarchical level, must be entered as a user. A user can be a system user and/or a trader.

System users are users who have access to NICE Perform applications and resources. They manage and supervise other users and the system. System users log in to NICE Perform

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

onpage 33.

The system comes with several predefined users. For a list and descriptions of all predefined users, see Default Users onpage 43.

A user created in the system can appear in one or more of the following places within the Users Administrator:

Group Member - allows the user to receive profiles assigned to the group and to be managed as part of a group.

Group Manager - allows the user to receive profiles over a dynamic group of users.

User Listed as a Resource List of a Profile - defines a user as an entity in a profile. A user defined as an entity within a profile does not receive permissions of the profile. As an entity within a profile, this user’s interactions can be recorded, played back, evaluated, or calibrated by

the system user allocated this profile.

NOTE: To allow an agent to log in to applications the agent must be defined as a

system user with appropriate privileges.

TIP: Add users to groups and then add the group to a profile. Creating groups with

members and managers allows you to attach profiles to a job position instead of directly to a user. Thus employees can move between groups or change positions and always receive the privileges required for their position.

EXAMPLE:

Trader Tom is listed as a resource in the ‘Manager’ profile in the user resource list with view and play privileges selected. The ‘Manager’ profile includes privileges for the Playback Organizer application.

System User Sue has the ‘Manager’ profile. Sue can now play back Tom’s interactions. Given this profile, Sue has the combined privileges for Playback + Tom. Tom does not benefit directly from this profile.

(32)

How are System Users Authenticated? NICE Perform vs. Active Directory

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

•

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

•

Active Directory Authentication - NICE Perform interfaces with Windows Active

Directory Authentication. Each system user is defined in the Active Directory at your site by a unique Windows User Name and Domain. The user is then defined in NICE Perform with the exact same Windows User Name and Domain. NICE Perform uses the values in the Active Directory to authenticate each system user. In this environment, you do not define an

additional login name and password in NICE Perform, since the user’s actual Windows User Name and password defined in the Active Directory are used to log in to NICE Perform. The link between NICE Perform and the Active Directory is according to Domain and Windows User Name. These must be unique for each user. (Duplicate Windows User Names are allowed if they are in different domains.) Passwords are according to the Active

Directory.

A user, defined in NICE Perform that is not in Active Directory, cannot log in to NICE Perform.

A user, defined in Active Directory and not in NICE Perform, cannot log in to NICE Perform.

Active Directory System User Highlights

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

User Details

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

This is where the System User’s identification is defined

(33)

All Users Group Details

The General tab of the All Users branch features a Validate button. You can select users and then click the Validate button to confirm whether the selected user’s identification is valid in the Active Directory. Validate will not create a user definition in Active Directory. It will only confirm whether the selected user’s identification (Windows User Name and Domain) exists in Active Directory.

An invalid user definition indicates that the Windows User Name/domain combination defined in the Users Administrator is not found in Active Directory. This user will not be able to log in to NICE Perform.

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

Organization Branch

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

•

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

•

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

•

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

Which Agent Identification Should I Use? Agent ID vs. Extension

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

value. This section provides an overview of each of these agent identification values. Invalid User

Valid User

Domain was not defined

NOTE: Agent Identification method is determined by your site configuration. To

(34)

Agent ID

Each agent (trader) must have a unique Agent ID for NICE Perform, separate from the

Windows ID. An agent ID cannot be more than 32 characters. Agents must log in at the beginning of their shift and log out at the end of their shift. Login can be done via the agent’s telephone receiver or computer screen. Once an agent logs in, all interactions made from that telephone and/or computer are attributed to the agent until logout. In sites with more than one switch, an agent can have more than one Agent ID.

In some sites, the Windows username is used for agent identification. The agent logs in to

Windows and is automatically identified by NICE Perform. In this case, when defining an agent in the Users Administrator, enter the same unique ID in both the Windows User Name and the Agent ID fields.

Agent ID is popular in contact centers where many agents are using the same station on different shifts and where one agent may work from a different station on each shift.

Extension

Each agent (trader) is assigned a single telephone extension. All interactions via the extension are attributed to agent.

Extension identification is popular in banks and on trading floors where agents (traders) always work from the same location. An extension ID cannot be more than 20 characters.

Agent Identification for Screen Recording

In environments where screens from more than one branch are being recorded, to avoid duplicate users, define the Agent Identification for Screen Recording value (Agent tab). This value

represents a unique branch at your site is defined unique per site. Users Administrator associates this value with your Windows username, creating a unique user for every user defined in your system. For more information, see Branch Site Support in the NiceScreen Installation Guide.

User Details and Profiles

User details are displayed in the Details pane of the main window. They are divided into five sections, each accessible by clicking the appropriate tab.

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

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

System User tab is hidden in the Active Directory environment

(35)

To display a user’s details:

1. In the Folders pane, click All Users. A list of users appears in the Contents pane and in the Details pane.

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

The combined privileges from all selected profiles are shown in the Profile Privileges area. System User Used to define the user as a system user. System users can log in to NICE

Perform applications according to their privileges. In the Active Directory environment, the System User tab does not appear. In this environment, you define a user as a system user in the General tab.

Agent Used to define the user’s identity - associated by Switch ID or Extension. Agent’s interactions are recorded by NICE Perform.

The Agent Identification field enables you to define a unique identifier for your site. This option is only necessary when defining agents for a multibranch site, and screen recording is performed at multiple branches. This value ensures that each agent is uniquely identified. For more information about multibranch sites, see Branch Site Support in the NiceScreen Installation Guide.

Profiles Includes a list of all profiles attached to the user (directly and inherited). Allows you to view all profile privileges in combination.

NOTE: If No Profile Assigned appears in the Profile Privileges title bar, it means you

did not select a profile, or you did not click Show Privileges, or the profiles selected are empty and do not contain any privileges.

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

(36)

TIP:

•

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

•

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

(37)

What is a Group?

What is a Group?

A group unites users for the purpose of attaching the same profiles to all the users, and/or to allow them to be managed by the same manager(s). Profiles attached to a manager of a group, give the manager privileges over the group’s members.

Groups can be used in the following ways:

•

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

•

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

Rules of Group Hierarchy

•

A user is the lowest hierarchal level.

•

Users united in a group become members of the group.

•

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

•

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

•

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

TIP: Add users to groups. Creating groups with members and managers allows you to

attach profiles to a job position instead of directly to a user. Thus employees can move between groups or change positions and automatically receive the privileges required for their position.

EXAMPLE:

Supervisor Steven wants to record all the calls of all agents (from various departments) who work on the midnight shift. Do the following:

1. Create a group with all the traders on the midnight shift as members. You do not have to assign a manager. Call this group Midnight.

2. Create a profile with the Midnight group added as resource and select the Record All Calls on Members privilege. Call this profile Record Midnight.

3. Attach the Record Midnight profile to Steven.

(38)

•

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

Displaying Group Details and Profiles

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

To display a group’s details:

1. In the Folders pane, expand the Groups folder and select a group. Group details are displayed in the Details pane.

2. Click the Profiles or Managers Profiles tab.

3. In the Profiles list, select one or more profiles and click .

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

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

The following occurs:

All members of Groups 2 and 3 become members of Group 1. Thus, Mary becomes a member of Group 1 (not a manager of Group 1).

All members of Group 3 become members of Group 2. Thus, Mary becomes a manager over the members of Group 3. Mary does not inherit the managerial profiles from Group 3, only those from Group 2.

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

Profiles Includes a list of all profiles attached to the group.

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

TIP: All the users from the selected group and all its subgroups appear in the contents

pane. You can double-click a user in the contents pane or in the details pane to switch to the user’s details.

(39)

Select one or more profiles Click

View results here Show Privileges

Inherited Profile Direct Profile

(40)

What is a Profile?

What is a Profile?

A profile is a set of privileges. You create profiles containing privileges to different parts of your system and/or to users within your system. By attaching a profile to a user or group, the user receives the privileges defined in the profile. Profiles attached to groups are inherited by all members of the group. See Rules of Profile Inheritance onpage 40.

Profiles should be created with job positions in mind. When the privileges of a profile are changed, the change automatically filters through to everyone in the system who has that profile. (Whether it was acquired directly or inherited.)

NICE Perform is packaged with several predefined profiles. You can use these profiles as is, modify them, or create your own. Predefined profiles are described in Defaults Provided with NICE Perform onpage 43.

Direct and inherited profiles can be identified by their icons:

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

Rules of Profile Inheritance

Profiles can be attached in one of three places:

•

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

•

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

EXAMPLE:

The Compliance profile includes privileges for playing back interactions. The entire Compliance department has this profile.

You add the privilege to create lists to the Compliance profile. The entire Compliance department now has the privilege to create lists.

Direct profile Inherited profile

(41)

•

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

Rules for Inherited Profiles

•

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

•

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

•

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

•

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

EXAMPLE:

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

The results are as follows:

Group 1 - does not inherit the Playback profile.

Group 2 - all members and managers inherit the Playback profile.

Group 3 - all members (this includes managers) inherit the Playback profile.

The Playback profile appears with the direct profile icon only on the Profiles tab of Group 2. This is from where it can be removed.

On all other profile tabs (groups, managers, and individual users) it appears with the inherited profile icon.

TIP: Attach all profiles (user’s and manager’s) at group level and not directly to users.

This way, if users move between groups, or managers change, everyone will have the correct privileges. An exception to this rule would be if you need to maintain contact with a specific employee as might be the case with a new trainee program.

EXAMPLE:

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

(42)

Displaying Profile Privileges

Profile details are displayed in the details pane of the main window. The Profiles Privileges section is divided into the following categories:

Users Groups Applications Interaction Data Reporter Categories Query Folders

To display a profile’s privileges: 1. In the Folders pane, click Profiles.

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

The profile’s details appear in the details pane.

3. To display privileges, in the Profiles Privileges area, expand a category and select an entry. All available privileges appear in the right-hand Privileges for section.

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

TIP: Use the scrolling arrows to navigate the Contents list and display the next/previous

profile’s details:

EXAMPLE:

Groups (2) shows that there are 2 groups in this category. Expand the Groups category and you will see ‘Any Managed Group’ and ‘All Users’ (even if they have no privileges selected). Add a group to the profile, assign some privileges to it, and save the profile. The category title becomes Groups (3).

TIP: If No Profile Assigned appears in the Profile Privileges title bar, the profile

(43)

Defaults Provided with NICE Perform

Defaults Provided with NICE Perform

To start you off, your system includes several predefined users, profiles, and other settings. Some can be edited. All are described below.

Default Users

User Basic Recordings - In a Total Recording environment, some interactions may be inserted into the database via the Total Recording System (in case of a CTI failure). These interactions lack CTI parameters, such as Agent Name and Number of Holds. These interactions are attributed to the default user called User Basic Recordings. To query or play back these interactions, the user will need permission to access the user called User Basic Recordings.

Superuser NICE - This user is defined as a system user and cannot be removed from your system. This user has one profile attached directly to it, the predefined profile called Superuser.

Superuser cannot be removed from Superuser NICE. By default, its login name is nice and its login password is nice. The login password can be changed. A user logging into the system as Superuser has complete access to the entire system and all its users. This user should only be used by the highest level administrator.

In an Active Directory environment, when you log in with the Administrator user name, it is automatically linked to Superuser NICE.

User Unmapped - This User is defined as an agent (trader). Sometimes a technical failure occurs and interactions enter the database lacking basic information such as Extension or Agent ID. These interactions therefore cannot be attributed to an agent. Instead, they are attributed to the default user called User Unmapped. To query or playback these interactions, the user will need permission to access the user called User Unmapped.

Default Profiles

Superuser - Allocates complete privileges to the entire system and all its users. It is attached to Superuser NICE and cannot be removed. It can be attached to other users or groups in your system. This profile should only be given to the highest level administrator. You cannot open the details view of Superuser, therefore it will not appear in the search results of a Quick Search. The predefined profile Administrator/IT is identical to the Superuser profile, however it can be modified if needed, to remove some privileges.

Administrator/IT - This profile is identical to the Superuser profile. However, it can be customized to your site by removing some privileges.

Security Administrator - Provides privileges for managing site password security for System Users.

WARNING

Predefined profiles can be modified by a system user at the site. Therefore, the actual privileges that appear for your predefined profiles can vary from their original settings. The privileges included in each predefined profile appear in the tables in Profile Privileges onpage 125.

(44)

Basic Columns - A profile that includes view and query privileges to the most common data fields. It is attached to the All Users group. This means that all users in your organization tree will have view (and some query) privileges to most data columns. You can remove this profile and attach it to a smaller group of system users. However, removing this profile might limit some functionality, such as evaluations, which requires access to transparent key data columns. Compliance - The compliance officer approves requests for playback/tape. When approving a request, the compliance officer determines whether the trader will play back the interaction independently (a PIN code is sent to the trader) or whether the trader must listen to the interaction together with the compliance officer (in a conference call).

The compliance officer can also extend a playback availability period, delete calls and play back interactions from his or her desktop.

Manager - The trading desk manager can initiate requests for playback/tape for any user in his or her groups and subgroups. In addition, the trading desk manager approves playback and tape requests for the traders in his or her groups and subgroups. After the trading desk manager approves a playback/tape request, the request is forwarded to the compliance officer.

Trader - The trader can request playback and/or a tape. After the trader receives approval, the trader can play back a call within a defined playback availability period. This role is intended for traders, trading floor staff and back office personnel.

Other Default Settings

nice nice - nice is the login name and nice is the login password for Superuser NICE. The login password can be changed. In an Active Directory environment, use the Administrator Windows user name and password defined in the Active Directory. It is automatically linked to Superuser NICE.

NOTE:

•

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

•

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

•

A compliance officer receives an email notification each time a request awaiting compliance is generated by a user in one of the compliance officer’s groups or

subgroups. This enables the compliance officer to focus on the requests that require his or her immediate attention.

•

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

subgroups in the in the Incoming Requests tab.

NOTE: The desk manager’s approval in the compliance flow is optional and can be

defined by assigning playback privileges. See Playback Workflow Privileges

(45)

All Users - By default, the Basic Columns profile is automatically connected to the All Users group. This means that all users in your organization tree will have view (and some query) privileges to most data columns. You can remove this profile from All Users and attach it to a smaller group of system users. However, removing this profile might limit some functionality which requires access to transparent key data columns.

Self - A special type of user. Anyone who receives a profile including privileges for Self, acquires these privileges for themselves only. Assign privileges to the Self user that you want to give many users for themselves. Attach this profile to a large group and all its users will acquire these privileges. Giving privileges to the Self user eliminates the need to create a separate profile for each user.

EXAMPLE:

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

Attach this profile to the All Users groups. Each agent who is also a system user in your

organization will be able to play back and record their interactions if they have privileges to the relevant applications and interaction data fields. Users who are agents and not system users are unaffected by this profile. (Privileges to the interaction data fields are included in the predefined Basic Columns profile.)

(46)

Getting Started Workflow

Getting Started Workflow

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

•

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

•

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

•

Attach profiles to groups and not directly to users.

By setting up profiles according to job positions, you make your organizational structure modular and easy to work with. Users changing job positions will automatically receive the profiles necessary for their new position. You will be working with job position titles instead of having to recall which employee is currently filling each position.

Login and Security options are set at the Organizational level. You can view and/or customize these settings at any time. See Customizing Organization Settings onpage 105.

To start working:

1. Create Profiles. Each profile contains a set of privileges. Create a profile for each job position. See Profiles onpage 49.

2. Define Users. See Users - Agents, Traders, and System Users onpage 71.

3. Create Groups. Create groups according to job positions and work groups. Place users in groups. See Groups onpage 95.

4. Assign Group Managers. See Defining a Group Manager onpage 102.

5. Go back to the Profiles and add the Groups you just created to the profiles. See Changing Profile Privileges onpage 62. You will have to work back and forth between the Groups and Profiles to complete the cycle.

6. Attach profiles to groups and to group managers. See Attaching Profiles to Users, Group Members, or Group Managers onpage 66.

NOTE:

•

Profiles, users, and groups are interrelated. You can work in any order that suits your needs. You will find that initially you will have to work back and forth to complete the cycle. The following workflow is provided as a guideline for getting started. Example: You can create all the users and then create groups adding the

users to the groups as you create them, or, you might prefer to set up a shell of your organization by creating groups without users and then add the users to the groups as you add them to the system.

•

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

(47)

About Imported User Databases

About Imported User Databases

NICE Perform provides the ability to import vast amounts of user information using a Work Force Management system (WFM). This process is described in detail in the System Administrators’s

Guide.

The system differentiates (by an internal identification process) between users and groups that were entered into the system via the Users Administrator (manually) or via the Importer (imported) from a source file. Your user database is comprised of both sets of users/groups. The following limitations and restrictions apply to imported users and groups:

•

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

•

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

•

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

•

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

•

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

(48)

(49)

3

Profiles

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

Guidelines for Creating and Attaching Profiles...50 Before you Begin ...52 Creating a New Profile ...54 Changing Profile Privileges ...62 Attaching Profiles to Users, Group Members, or Group Managers...66 Deleting a Profile ...69 NOTE: NICE Perform has several predefined profiles. They are described in Defaults Provided with NICE Perform onpage 43.

NICE Perform - Users Administrator Guide

NICE Perform

®

Release 3.1

Users Administrator Guide

Contents

1

Introducing the Users Administrator

11

2

Overview and Getting Started

27

3

Profiles 49

4

Users - Agents, Traders, and System Users

71

5

Groups 95

A

Customizing Organization Settings

105

B

Tips and Tricks

117

C

Profile Privileges

125

D

Sample Contact Center

153

Glossary 159

Index 161

1

Introducing the Users Administrator

Contents

Opening the Users Administrator

Navigating the Users Administrator Window

Folders Pane Highlights

•

•

•

•

•

•

•

•

•

Searching/Filtering the Users and Groups Lists

•

•

Running a Search

Adding a User from the Search Results to a Group

Contents Pane Highlights

•

•

•

Defining User Name Format

Showing/Hiding Deleted Users Details in the Users Administrator

Details Pane Highlights

•

•

•

•

2

Overview and Getting Started

Contents

Overview of NICE Perform Hierarchy

•

•

•

•

•

What is an Organization?

Who are the Users?

How are System Users Authenticated? NICE Perform vs. Active Directory

•

•

Active Directory System User Highlights

•