NICE Uptivity Performance Management provides users with the ability to consolidate, analyze, and act on operational performance, quality, and voice of the customer metrics.
Key features of 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
Displays at the top of the agent's screen and provides them with updates on how they are performing for their various KPIs. 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 Permissions
Performance Management provides access to 7 sub-tabs. Each of these sub-tabs have specific permissions required; see the table below. A user only needs to have one of the defined permissions to access the sub-tab, not all that are listed. Permissions are set when Managing Roles.
|
Sub-tab |
Permission(s) |
|---|---|
| Reports |
|
| BI Explorer |
|
| BI Designer |
|
| Ticker Manager | Ticker Designer |
| Messaging | Messaging Administration |
| Registry | Allow System Configuration |
| Telephony Groups |
|
Ways to Get Started with Performance Management
The NICE Uptivity Performance Management suite of tools can help drive real change in your contact center by giving you tools for analyzing data and broadcasting the right information across your organization.
Collect and Process Data from Any Source
The feature also offers a variety of data collectors to collect and process data from any source for consolidated business intelligence in one place – like a command console for your contact center.
By integrating Performance Management with your contact center systems, ACD Acronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals., telephony devices, and other data sources, you have additional data consolidated for analyzing, reporting, and optimizing many aspects of your operation. Custom data collectors are available through NICE Uptivity Professional Services.
Performance Management processes and stores data about contact center activity as metrics Calculates a measure for the various intervals of time and various roll-up combinations. The formula to create a metric is: a measure plus the keys for “what” and “when.”. The metrics available are dependent on your licensed NICE Uptivity components and integrated data sources.
Of the many metrics collected in your system, the metrics on which you choose to focus are your key performance indicators (KPIs An acronym for Key Performance Indicator - a measurable value that demonstrates how effectively a company is achieving key business objectives.).
Measure And Manage Performance
NICE Uptivity Performance Management breaks down the barriers around accessing, exploring, analyzing, and sharing business intelligence within the contact center.
- Collect and Process Data - Data Collectors collect and process data from any source for consolidated Business Intelligence in one place – like a command center for your Contact Center.
- Analyze and Discover - Set of discovery tools for exploring KPIs at multiple levels, including different grids, the flexibility to switch without losing changes, and options to export your data.
- Share What you Find - A variety of ways for you to visually share information and impactfully communicate data insights throughout your Contact Center.
Tools for Data Analysis and Discovery: Metric Views
The BI Explorer tab (under the Performance Management tab) features data discovery tools that you can use for further analysis at multiple levels. Metric Views allow you to compare collections of KPIs on multiple levels (by agent, group, or company).
|
Type |
Description |
|---|---|
| Grid Views |
The Analysis and Dimension Grid Views are useful for organizing and manipulating data, presenting it in graphical formats, and exporting it for use outside the NICE Uptivity system. |
| Balanced Scorecards |
Instead of muddling through confusing calculations or relying on your stakeholders to interpret spreadsheets and draw their own conclusions from a list of metrics, you can use Balanced Scorecards to tell the “performance story” for you. Balanced scorecards combine your most important KPIs into a single performance indicator called a weighted score metric that lets everybody know how they are performing. |
Related Themes
- Data Analysis Overview
- Desktop Tickers Overview
- Metric Goals Overview
- Metric Trending Overview
