Tools in NICE Engage®

In NICE Engage®, Tools, there are three different tools for the administrator.

Form Designer – evaluation forms

Tools | Form designer is the tool for creating the forms used for evaluation of agent performance. All evaluations are then made in Business Analyzer | Evaluations and are then packaged for feed-back at individual level in Business Analyzer | Packages, and are sent to each respective agent's My Universe. Reports presenting the result in points for the final evaluation are generated in Reporter.

The tool is described in Form DesignerGuide.pdf, included in NICE Engage manual suite.

Lists Editor – tailored selections in drop-down menus

In Tools | Lists Editor you specify what is to be seen in various drop-down, menus, such as which subject areas that the coach shall be able to specify in the subject row when creating feed-back packages for the agents in Form Designer above. You can also see change history.

Read more in Lists Editor Guide.pdf, included in NICE Engage manual suite.

Quality Planner – to plan the evaluation work

In Tools | Quality Planner you specify which users that will be evaluating the agents' calls, how often evaluations shall be made, and which evaluation forms to use.

The tool is described in Quality PlanGuide.pdf, included in NICE Engage manual suite.