Major Features and Enhancements
For additional information, see the technical documentation references cited for each feature
NICE Uptivity Performance Management — This new feature allows users to consolidate, analyze, and act on operational performance, quality, and voice of the customer metrics in one user-friendly portal. Key features within Performance Management include:
- Dashboards that can provide a view of performance across your entire customer contact operation. The flexible, easy-to-use dashboard wizard lets you create new views in minutes.
- Scorecards, click-through widgets, agent tickers and alerts, and display wallboards can empower managers with clear insights to identify and solve issues and opportunities faster
- Detailed reporting options, including a library of standard reports and the ability to create and share custom data views. This reporting is in addition to the already robust reporting offered by NICE Uptivity.
Performance Management features are currently available for deployments within North America. A future release of Performance Management will expand the availability of this feature to other regions. For details,
HTML5 Live Monitor Player Support — Live monitoring capability is now available as part of HTML5-based Recorded Interactions, enabling real-time audio monitoring of agents both on and off the phone. This replicates the functionality present in the existing Silverlight Call List. For details,
Web-Based On-Demand — Customers who require on-demand functionality for recording or call tagging can now choose to use either server-based On-Demand that uses a desktop client application or a new web-based On-Demand portal. For details,
Support for Microsoft Edge — The Edge browser is supported with the HTML5 Interaction Player and Recorded Interactions list. For details on browser support in this release, see Customer Site Requirement Changes for Uptivity.
Evaluation Details Logging — Users can now view an Evaluation Details log, which shows when evaluations are started, saved as a draft, edited, and saved/submitted. This log is only supported for evaluations initiated in Recorded Interactions (in other words, logged details are not available for evaluations performed
Call Details Logging — When users select Call Playback as the Log Type on an Audit Report, they can now choose to view specific call details, which shows actions that were performed in the player while the call was being played back (for example, pause, seek, and so forth). Call details are only available if you use the Recorded Interactions list. For details,
New Fields for Recorded Interactions — Users now have the ability to display (when available) an average self evaluation score, an average calibration score, or both on Recorded Interactions and the Call List. Users can filter on these values as well using the Filter page. For details,
Auto-Save Evaluations — Uptivity now automatically saves evaluations while they are being completed. This helps to protect against a user's work being lost due to unexpected shutdowns and other events. For details,
Recorded Interactions List Enhancement — Previously, users could only reorder the column display in the Recorded Interactions list in the Settings window. Now users can choose whether to use that method, or to drag and drop the columns in the list itself. This offers feature parity with the Web Player (that is, the Silverlight player). For details,
System Timeout Warning — After a period of inactivity defined by your system administrator, Uptivity now warns you that a timeout is imminent. For details,
API Server CallList Call Link URI — The CallList command has been updated to include a link to play back the call in the API response. For details,
HTML5 Interaction Player — With the addition of live monitor support in HTML5 Interaction Player, most customers with audio recording only should now be installed with this playback method (as opposed to the Silverlight Player and Call List).
Granting Superuser Access – Users with the Allow User Administration role can no longer see or modify the Grant Superuser Access setting on user profile pages. Superuser access can only be granted or revoked by another superuser account.
Web Portal Dashboards – With the introduction of NICE Uptivity Performance Management, web portal dashboards are disabled by default. For more information, talk to your NICE Uptivity representative.