Administrator's Guide - NPX - 3.0

NICE Perform eXpress
Release 3.0
Administrator's Guide
December 2010
385A0811-03 Rev. A1
®
Insight from Interactions TM
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.
All contents of this document are: Copyright © 2010 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203 5,396,371
5,446,603 5,457,782 5,911,134 5,937,029 6,044,355 6,115,746 6,122,665
6,192,346 6,246,752 6,249,570 6,252,946 6,252,947 6,311,194 6,330,025
6,542,602 6,615,193 6,694,374 6,728,345 6,775,372 6,785,369 6,785,370
6,856,343 6,865,604 6,871,229 6,880,004 6,937,706 6,959,079 6,965,886
6,970,829 7,010,106 7,010,109 7,058,589 7,085,728 7,152,018 7,203,655
7,240,328 7,305,082 7,333,445 7,346,186 7,383,199 7,386,105 7,392,160
7,436,887 7,474,633 7,532,744 7,545,803 7,546,173 7,573,421 7,577,246
7,581,001 7,587,454 7,599,475 7,631,046 7,660,297 7,664,794 7,665,114
7,683,929 7,705,880 7,714,878 7,716,048 7,720,706 7,725,318 7,728,870
7,738,459 7,751,590 7,761,544 7,770,221 7,788,095 7,801,288 RE41,292
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.
385A0811-03 Rev. A1
For assistance, contact your local supplier or nearest NICE Systems Customer Service Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
APAC Region: (Asia/Pacific)

Tel: +852-8338-9818
Fax: +852-2802-1800
email: support.apac@nice.com
The Americas Region: (North, Central, South America)

Tel: 1-800-NICE-611
Fax: +720-264-4012
email: support.americas@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support@nice.com
NICE invites you to join the NICE User Group (NUG).

Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.
International Headquarters-Israel North America

Tel: +972-9-775-3100 Tel: 1-800-663-5601
Fax: +972-9-775-3070 Fax: +201-356-2197
email: info@nice.com email: na_sales@nice.com
United Kingdom Germany
Tel: +44-8707-22-4000 Tel: +49-(0)-69-97177-0
Fax: +44-8707-22-4500 Fax: +49-(0)-69-97177-200
France Hong-Kong
Tel: +33-(0)1-41-38-5000 Tel: +852-2598-3838
Fax: +33-(0)1-41-38-5001 Fax: +852-2802-1800
All queries, comments, and suggestions are welcome! Please email: nicebooks@nice.com
For more information about NICE, visit www.nice.com
Contents
1
Overview 9
Introducing NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Logging in to NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Changing the NICE Perform eXpress Password . . . . . . . . . . . . . . . . . . . . . . . . .13
Starting NICE Perform eXpress Applications . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Which NICE Perform eXpress Guide Do I Need? . . . . . . . . . . . . . . . . . . . . . . . . .15
Locating Documentation for Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
How can I get more NICE Perform eXpress training? . . . . . . . . . . . . . . . . . . . . .20
2
Viewing System Information and Managing Software Versions 21
Getting Started with the System Management Application . . . . . . . . . . . . . . . .22
Navigating through System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Understanding Displayed System Information . . . . . . . . . . . . . . . . . . . . . . . . . .24
Alerts in the System View Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Backup Device Tasks and Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
Understanding the Retention Rules Report . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
Managing the SNMP Message List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Managing System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Displaying the NICE Perform eXpress Software Version . . . . . . . . . . . . . . . . . .31
Defining the SNMP Settings for an External SNMP Manager . . . . . . . . . . . . . .32
Updating the NICE Perform eXpress License . . . . . . . . . . . . . . . . . . . . . . . . . .33
License Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Managing Backup Archiving and Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Archiving Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Ejecting the Recording Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Contents 5
NICE Perform ® eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Retrieving Interactions for Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
3
Verifying Channel Activity 43
Getting Started with the Channel Monitor Application . . . . . . . . . . . . . . . . . . . .44
Navigating through the Channel Monitor Application . . . . . . . . . . . . . . . . . . . . .44
Viewing the Lists of Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Understanding Player Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Monitoring Recorded Channel Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Monitoring Channel Activity in Real Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Configuring Channel Gain Control and Threshold . . . . . . . . . . . . . . . . . . . . . . .50
Channel Status Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
VoIP Channel Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
TDM Channel Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
4
Managing Users and Groups 55
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Getting Started with the User Administration Application . . . . . . . . . . . . . . . . .57
Understanding Displayed User Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Understanding User Types and Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Configuring User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Populating the System with Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Deleting Users from the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Managing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Viewing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Adding Groups of Defined Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Importing Users and Groups from an Excel File . . . . . . . . . . . . . . . . . . . . . . . . .70
Defining Organization Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Contents 6

5
Finding Audit Messages 75
Getting Started with Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Navigating through Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Finding Audit Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Running a Saved Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Modifying a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Setting a Default Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Viewing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Understanding Audit Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Limiting the Number of Displayed Messages . . . . . . . . . . . . . . . . . . . . . . . . . . .85
6
Importing Channel Mapping and Users 87
Importing Channels from an Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Creating Import Files for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Monitored Device and Channel Mapping Parameters . . . . . . . . . . . . . . . . .91
About the Channel Mapping Import Template . . . . . . . . . . . . . . . . . . . . . . .93
Updating Channel Mapping from Import Files . . . . . . . . . . . . . . . . . . . . . . . . . .94
Importing a Channel Mapping Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Importing Users and Groups from an Import File . . . . . . . . . . . . . . . . . . . . . . . .97
Creating Import Files for Importing Users and Groups . . . . . . . . . . . . . . . . . . .97
Groups Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Users Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Importing a Group and User Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
A
Using Extended Retention 103
Extending the Retention of Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Filtering Interactions by Retention Information . . . . . . . . . . . . . . . . . . . . . . . .107
Understanding Interaction Details With Extend Retention . . . . . . . . . . . . . . . .108
Contents 7

B
Localization - Language Support 109
How to Install NICE Perform eXpress in Languages . . . . . . . . . . . . . . . . . . . . .110
Setting the Regional Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111
Setting Language Preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112
C
Finding Audio Directly from the Recording Unit 115
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Finding Audio on the Current Recording Unit - CDR Only . . . . . . . . . . . . . . . .117
Retrieving Audio from Version 8.9 Storage Media . . . . . . . . . . . . . . . . . . . . . .119
Contents 8

1
Overview
Introducing NICE Perform eXpress! NICE Perform eXpress is designed to meet the recording and
playback needs of enterprises with branch environments and those of small to mid-size
organizations. Based on the advanced architecture of NICE Perform, NICE Perform eXpress
ensures liability recording and regulatory compliance.
Contents
Introducing NICE Perform eXpress............................................................................... 10

Logging in to NICE Perform eXpress............................................................................ 11
Changing the NICE Perform eXpress Password ......................................................... 13
Which NICE Perform eXpress Guide Do I Need?......................................................... 15
How can I get more NICE Perform eXpress training? ................................................. 20
Chapter 1: Overview 9
NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Introducing NICE Perform eXpress
Introducing NICE Perform eXpress

IT professionals use the following applications to maintain the system:
• System Management: Displays a summary of system information including the recording
environment, mapped channels, and available storage space as well as a list of system
messages. You also manage license keys from the System Management application. See
Viewing System Information and Managing Software Versions on page 21.
• Channel Monitor: Enables monitoring channels and playing back recorded and real time
channel activity. You also set the Gain Control and Energy Threshold for TDM channels. See
Verifying Channel Activity on page 43.
• User Administration: Enables managing users and groups and to define global settings for
the organization. See Managing Users and Groups on page 55.
• Audit Trail: Enables finding system messages through queries. See Finding Audit Messages
on page 75.
For information regarding the Interactions application, see the NICE Perform eXpress Interactions
Guide: Query and Playback.

Logging in to NICE Perform eXpress

NICE Authentication Only
You need your NICE Perform eXpress user name and password in order to log in to NICE Perform
eXpress.
To log in to NICE Perform eXpress:

1. In the Internet Explorer window, enter the following URL: http://Servername/npx
where Servername is the name of the server where NICE Perform eXpress is installed.
The NICE Perform eXpress Welcome window appears.
2. Log in as follows:
a. In the Name field, enter your NICE Perform eXpress user name.
b. In the Password field, enter your password.
c. Verify that the correct language for your site is selected from the drop-down list.
d. Click Login.

NICE Perform eXpress opens.

Sign out
3. To sign out from NICE Perform eXpress, click Sign out.

Changing the NICE Perform eXpress Password
Changing the NICE Perform eXpress Password

Depending on your site’s organization settings as defined in the User Administration application,
you can change your NICE Perform eXpress password. See Defining Organization Settings
on page 71.
To change the NICE Perform eXpress password:
1. On the navigation bar, click Settings and select Change Password.

The Change Password window appears.
2. In the Password field, enter your existing password.

3. In the New Password and Confirm New Password fields, enter your new password.
4. Click Change Password.

Starting NICE Perform eXpress Applications
Starting NICE Perform eXpress Applications

You start NICE Perform eXpress applications from the navigation bar.
If your site has a license for Quality Management (QM), the QM applications and Audit Trail are
listed under the More button.
To start NICE Perform eXpress applications:

1. Open NICE Perform eXpress. If you need to log in, see Logging in to NICE Perform
eXpress on page 11 for help.
2. Click the name of the application that you want to start. (QM License Only) To start a QM
application or Audit Trail, click More and then select the application you want.
The application starts.

Which NICE Perform eXpress Guide Do I Need?

The documentation for NICE Perform eXpress is divided into a number of guides. The following
table explains the audience and main tasks for each of these guide types:
Audience Provides Instruction To...
Guide
Administrator’s Guide IT Professional • Understand system alerts and backup device
status.
• Update licenses.
• Verify channel activity.
• Monitor channels in real time.
• Define users and groups.
• Query audit messages.
• Define extended retention for storage.
Central Administration IT Professional • Define CTI and storage parameters at one
Guide central location for use at all locations
(Branches).
• Deploy CTI and storage definitions to the
Branches.
• Create IT administrators who can access and
manage all the Branches.
• Update existing CTI and Storage
configurations at all NICE Perform eXpress
Branches.
Installation Guides NICE Installer • Install the NICE Perform eXpress hardware
and software.
• Configure NICE Perform eXpress for the
telephony environment.
• Prepare the CTI for NICE Perform eXpress.
(Guidelines are provided: The CTI setup is the
responsibility of its manufacturer.)
Interactions Guide: Query Manager or • Run a built-in query to find interactions and
and Playback Agent/Trader play them back.
• Create a customized query to find specific
interactions.
• Save an interaction from NICE Perform
eXpress to a standard format in order to play it
back on any media player.


Guide (Continued)
Maintenance Guide IT Professional, • Verify the NICE Perform eXpress system is
NICE Installer functioning correctly by means of a Support
Calendar.
• Maintain the NICE databases.
• Expand an existing NICE Perform eXpress
system on the same server and to a
replacement machine.
• Replace faulty boards.
• Recover a system.
• Manage NICE Services and logs.
• Respond to SNMP traps.
• Manage NICE Perform eXpress versions and
updates.
• Change the server name. (Business Partners
only)
Migrating from NiceCall Business • Migrates NiceCall Focus III and NiceUniverse
Focus III and NiceUniverse Partner 8.9 systems to NICE Perform eXpress.
8.9
Pre-Installation Guide NICE Installer • Select the correct server/PC for the NICE
Perform eXpress system.
• Harden the machine in order to prepare a
secure environment for the NICE Perform
eXpress system.
• Install the required software before installing
the NICE Perform eXpress system.
• Verify the necessary anti-virus requirements.
Quality Management Guide Manager, • Configure quality management, which
Agent/Trader or includes setting up screen recording, defining
IT Professional QM rules, monitoring client machines, and
defining QM users.
• Create forms for quality management.
• Query for interactions marked for QM.
• Evaluate agents/traders.
• Generate reports.


Guide (Continued)
Troubleshooting Guide IT Professional, • Manage NICE Services and logs.
NICE Installer,
• Respond to SNMP traps.
Business
Partner • Troubleshoot:
• Licensing
• Archiving
• Playback
• Recording
• PCI eXpress Interface Boards
• Integrations (Vendor-side)
Upgrade Guide NICE Installer • Upgrade NICE Perform eXpress from
Releases 1.0 and 2.1 to Release 3.0.
Locating Documentation for Tools

The following is an alphabetical list of tools available with NICE Perform eXpress. Consult the
relevant guide as needed.
NICE Perform eXpress Tools
NICE Perform
Tool What it does When to use
eXpress Guide
Archive Tool Retrieves media from a As part of the process for Migrating NiceCall
NiceCall Focus III or upgrading from NiceCall Focus III and
NiceUniverse 8.9 system that Focus III or NiceUniverse 8.9 NiceUniverse 8.9
was backed up to a DVD. to NICE Perform eXpress.
Board Enables testing the • To test a suspected Troubleshooting
Diagnostic Tool functionality for PCI eXpress faulty board. Guide
Interface boards.
• To create a log file to
accompany a Service
Request for a faulty
board.

NICE Perform eXpress Tools (Continued)

NICE Perform
eXpress Guide
Board • Defines Board IDs. • When installing one of Installation Guides
Numbering the following boards: -and-
• Enables you to locate
Tool
and view details for all DP6409-eh Troubleshooting
Not applicable for
NICE Perform PCM6409-eh Guide
boards from NICE
Perform eXpress eXpress 3.0 DT6409-eh
1.0 PCI eXpress interface
boards. • To determine the Board
ID on any PCI express
interface board.
eXpress Tests your system for the • After initial configuration Installation Guides
Assistant following: is complete and users -and-
• Connected Devices are defined. Troubleshooting
• Connected Channels • Whenever a Guide
configuration change is
• User Mapping
made, such as adding or
• Records and plays back remapping channels to
an interaction ensure that the entire
system is working.
Log Collector Gathers information from the As instructed by NICE Maintenance Guide
NICE Perform eXpress Customer Support. -and-
server and application into a
Troubleshooting
compressed zip file to be
Guide
sent to NICE Customer
Support.
Log Viewer Enables you to view the As instructed by NICE Maintenance Guide
content of the files created by Customer Support. -and-
the Log Collector.
Troubleshooting
Guide
NICE Migration Migrates the NICE As part of the process for Migrating NiceCall
Application databases from NiceCall upgrading from NiceCall Focus III and
Focus III and NiceUniverse Focus III or NiceUniverse 8.9 NiceUniverse 8.9
8.9 to NICE Perform to NICE Perform eXpress.
eXpress.
Performance • Creates a trace file and SQL Performance problems Troubleshooting
Collector log file to send to NICE such as: Guide
Customer Support. • Queries do not run
• Collects information for • Archiving Error
the SQL Profiler to aid in
debugging the SQL.

NICE Perform eXpress Tools (Continued)

NICE Perform
eXpress Guide
Rename Host Replaces default host server • During expansion to a Maintenance Guide
names in the NICE Perform new machine.
eXpress machine with the
• During system recovery
actual server names at your
on a new machine.
site.
• During initial setup to
complete host name
resolution (only NICE
Business Partners are
authorized to make this
change).
Security Switches between NICE • To define Single Sign-On Installation Guides
Configuration Authentication mode (SSO). This is part of the -and-
Tool (default) and Windows initial installation Maintenance Guide
Authentication mode. procedures.
• If your organization’s
user authentication
mode changes.
Services Enables the following: As instructed by NICE Maintenance Guide
Configuration • Start/stop NICE Customer Support. -and-
Manager
Services. Troubleshooting
• View Service Logs and Guide
change Reporting levels.
• Create a Memory Dump
file for troubleshooting
(requires Windows
Debugging Tools)
Site Readiness Automatically verifies the After completing all Pre-Installation
Tool prerequisites required for pre-installation procedures, Guide
successfully installing NICE before installing boards and
Perform eXpress. NICE Perform eXpress
software.

How can I get more NICE Perform eXpress training?
How can I get more NICE Perform eXpress training?

NICE offers online training modules to give you the skills to effectively use NICE Perform
eXpress applications. The training is self-paced and geared to cover those skills you most need,
according to your log-in permissions. NICE online training is available on any workstation with
Internet access.
You access the online training in the main NICE Perform eXpress window from the Help menu.

2
Viewing System Information and
Managing Software Versions
The System Management application gives you an overall view of the NICE Perform eXpress
system, displays SNMP messages, and enables updating the software license and SNMP settings.
Contents
Getting Started with the System Management Application ........................................ 22

Understanding Displayed System Information ............................................................ 24
Managing the SNMP Message List................................................................................ 30
Managing System Settings ............................................................................................ 31
Managing Backup Archiving and Retrieval.................................................................. 38
Chapter 2: Viewing System Information and Managing Software Versions 21

Getting Started with the System Management Application

This section describes how to start the System Management application and explains the different
areas and functionality of the System Management window.
The System Management application is opened from the NICE Perform eXpress navigation bar.
To open the System Management application:

2. On the navigation bar, click System Management.
The System Management application appears, displaying the System Status tab.
Navigating through System Management

The System Management window has three main tabs:
• System Status: Displays system information and SNMP messages.
• Understanding Displayed System Information on page 24

• Managing the SNMP Message List on page 30
• System Settings: Displays the current software version, defines the SNMP settings, and
enables updating the NICE Perform eXpress license.
• Displaying the NICE Perform eXpress Software Version on page 31
• Defining the SNMP Settings for an External SNMP Manager on page 32
• Updating the NICE Perform eXpress License on page 33

• Backup Management: Enables assigning a task to the backup device, displays its current
status, and retrieves channels for playback.
• Archiving Interactions on page 39
• Ejecting the Recording Media on page 39
• Retrieving Interactions for Playback on page 40

Understanding Displayed System Information

The System View area summarizes the information relevant to the recording environment. When
data in the System View area needs the attention of the system administrator, it is displayed in
orange or red, depending on whether a warning or critical threshold was reached.
Table 2-1 describes the information in the System View area.

Table 2-1: Information in System View
Information Description
Environment Telephony environment and CTI name.
Recording Unit • Number of interactions recorded in the last 24 hours.
• Date and time of the last recorded interaction.
• Name of the board, if installed. If no board is installed, None
appears.
Channels • Number of mapped channels out of the total number of available
channels. Example: 4/75 mapped channels means that
4 channels are mapped out of 75 available channels.
• Channel Status: Describes the status of the channels. When an
error occurs, the problmatic status appears in red. Go to the
Channel Monitor application to verify the problem.
• Number of users assigned to an extension through the User
Administration application. Example: 5 mapped users means that
5 users are assigned extensions.
Database Percentage of space used by each component in the database.

Table 2-1: Information in System View (Continued)
Information Description
Device • Percentage of space used by each drive on the NICE Perform
eXpress machine.
• Information regarding the backup device, if enabled.
Storage Storage area of the system. More than one NICE Perform eXpress
system might be attached to the same partition.
With an ESM storage type, the data stored on this partition is later
moved to the ESM. With remote storage, the data remains on this
partition:
Important: The Free and Archived values refer to the size of the
interactions data and do not include other files on the partition.
Parameters included in this area are:
• Total: Size of entire space available on the partition.
• Free: Size of remaining free storage space on the partition after
archiving by all NICE Perform eXpress systems that are attached to
this storage space.
• Archived: Size of the storage space used by the current NICE
Perform eXpress system. Note: 100 MB is the smallest size
displayed.
• Last archived call: Date and time when the interaction listed in the
Archive time column actually occurred.
• Archive time: Date and time when the interaction listed in the Last
archived call column was saved to the configured storage path.
• Archive Statistics: Link to a report that summarizes information
regarding Retention Rules.
Important: Make sure that the time difference between the Last
archived call and the Archive time stays relatively constant. If the
time changes drastically, there could be an archiving backlog.
Differences in Data Retention according to Storage Type
Depending on whether you are using an ESM or remote storage, NICE Perform eXpress responds
differently when the partition reaches its capacity.
For ESMs: When the partition reaches its capacity, oldest interactions are automatically deleted.
For remote storage: When the partition reaches its capacity, one of the following occurs:
• Oldest interactions are automatically deleted.
• If the retention period is still in effect, new interactions are not stored.
In the System Status tab, in the Storage column, the Free value displays exactly the size of
storage space left for all the systems together in the configured storage path.

Alerts in the System View Area

When the data displayed in the System View area needs the attention of a system administrator,
the data is displayed in orange or red, depending on whether a warning or critical threshold was
reached. In Table 2-2, the warning and critical thresholds for displayed information are listed.
Table 2-2: Warning and Critical Thresholds
Warning Alert Critical Alert

Area Information Title
Threshold (Orange) Threshold (Red)
Recording Unit Last 24 hours When 0 calls are
recorded.
Last recorded call When N/A or if the last
recorded call was more
than 24 hours ago.
Database Interactions When the value is:
> or = 95.
Administration When the value is: When the value is:
> or = 80 but < 95. > or = 95.
Audit Trail When the value is: When the value is:
> or = 80 but < 95. > or = 95.
Rules When the value is: When the value is:
> or = 80 but < 95. > or = 95.
Storage When the value is: When the value is:
> or = 80 but < 95. > or = 95.
Device Status Error
When the value is: When the value is:
> or = 90 but < 95. > or = 95.
Storage Total/Free/Archived Less than 2% of total free
space.
Last archived call Older than 1 day.
Archived time Older than 1 day.

Backup Device Tasks and Statuses

When a backup device is enabled, its current task and status appear in the System View area in
the Device column.
Current task of the backup device
Status of the backup device
To manage archiving and retrieval from a backup device, see Managing Backup Archiving and
Retrieval on page 38.
Backup Device Task
The task of the backup device is its currently assigned function. A backup device can perform one
of the following tasks:
• Archiving: Device is saving interactions from the Recording Unit to its recording media.
• Retrieval: Device is accessing interactions from its recording media and transferring them to
the Recording Unit for playback.
• None: No archiving or retrieval is taking place, or the backup device is disabled.
Backup Device Statuses
The different backup device statuses are described in the table below:
Table 2-3: Backup Device Statuses
Status Description
Archiving Device is archiving data from the Recording Unit to the recording
media.
Cannot Append Old Media Media with data from a previous version of the Recording Unit is in
the device, and it cannot be appended.
Cleaning Cleaning media is inserted in the device.
Closing Device is ejecting the media.
Empty No media is in the backup device.
Error Error in the device or in the recording media.
Loading for Reading Device is loading the media before retrieving data from it.
Loading for Write Device is loading the media before archiving to it.

Table 2-3: Backup Device Statuses (Continued)
Status Description
None No archiving or retrieval is taking place.
Ready for Reading Device is ready for retrieval requests.
Ready for Write Device is ready to archive, but there is no data on the Recording
Unit.
Recovering The media did not eject properly, and the device is attempting to
recover data from the media.
Retrieving Device is retrieving data from the media and transferring it to the
Recording Unit for playback.
Waiting for User Eject DVD media is full, and the administrator needs to eject it.
(Displayed only for DVD media)
Understanding the Retention Rules Report

The Retention Rules Report is displayed after clicking the Archive Statistics link in the Storage
area.
Click Archive Statistics
This report displays the default retention of the system and details regarding the Retention Rules
that ran in the last 24 hours.
The details included in the Retention Rules report include:

• Rule Name: Name of the Retention Rule.
• Retention Time (days): Number of days that the interaction is archived in the storage device
before deletion. (The storage device is the file system or an ESM, depending on the storage
configuration.)

• Permanent Deletion: Rule includes permanently deleting the interaction recording and its
database details so that the interaction can never be played back again.
• Number of interactions: Number of interactions archived by the Retention Rule.
• Last Interaction Start Time: Start time of the last archived interaction.
For more information about Retention Rules and how to configure them, see the relevant
Installation Guide.

Managing the SNMP Message List
Managing the SNMP Message List

The System Alerts area lists the SNMP messages and enables managing this message list.
Table 2-4 explains the tasks you can perform.
Table 2-4: Message List Functionality
If you want to... Do this...

Sort SNMP messages by the Click the column title. For example, click Date to sort the
column title. messages by date.
After sorting, a small arrow appears next to the column title.
Sorted
Filter SNMP messages by a Enter a date in the Date field.

specific date.
- Or -
Click Calendar , and select a date.
Refresh the message list. Click Refresh .

Scan the NICE Perform eXpress
system for warnings and errors. Click Scan for warnings and errors . SNMP
messages appear in the System Alerts area. (The scan
can take several minutes.)

Managing System Settings

The System Settings tab enables displaying the current software version, defining the SNMP
settings, and updating the NICE Perform eXpress software by means of license keys.
The System Settings tab is displayed below:
Displaying the NICE Perform eXpress Software Version

The System Version area in the System Settings tab displays the software version of the NICE
Perform eXpress, the last software update, and latest system update.

Defining the SNMP Settings for an External SNMP Manager
IMPORTANT
• It is best practice to integrate an external SNMP Manager with the NICE Perform eXpress
system.
• Only define the SNMP settings if the NICE Perform eXpress system has an external SNMP
manager.
• Before you begin, you need the:
• IP or host name of the server that receives the SNMP traps
• Community Name for the SNMP messages originating from the NICE Perform eXpress
machine
• Location on the external SNMP manager for the NPX-MIB.mib file
The SNMP Settings area in the System Settings tab enables integrating an external SNMP
manager with NICE Perform eXpress.
You need to:

• Copy the MIB file from NICE Perform eXpress system to the appropriate location on the
external SNMP manager.
• Define the SNMP trap destination and the Community Name of the SNMP messages
originating from the NICE Perform eXpress machine.
To define the SNMP settings:

1. Navigate to: ...\NICE Systems\NICE Perform
eXpress\SystemMonitoring\ExternalProducts.
The NPX-MIB.mib file is saved here.
2. Copy the NPX-MIB.mib file to the appropriate location on the external SNMP manager. See
the documentation of the SNMP manager for more details.

3. In the SNMP Settings area of the System Settings tab, enter the following information:
Table 2-5: SNMP Settings Fields
Field Name Description Example

SNMP Trap IP or host name of the server that snmp-server
Destination functions as an external SNMP
manager.
Community Name Name of the group by which SNMP public
communities are identified.
4. Click Save .
Updating the NICE Perform eXpress License

The Licensing area in the System Settings tab displays the state of the license and its expiration
date. For a description of the possible license states, see License Information on page 37.
This procedure instructs how to generate a License Information File from your NICE Perform
eXpress. Then follows instructions for how to use this License Information File to obtain a valid
License Activation File. You will require the following:
• Access to a machine with internet access to NICE’s ExtraNICE site. This does not have to be
the same machine as the NICE Perform eXpress machine.
• A valid ExtraNICE Username and Password.
• A valid Product Key to obtain your License Activation File from the ExtraNICE.

To update a License:
1. In System Management, click the System Settings tab.
Automatic Activations appears only

when the License status is Provisional
Generate
2. In the Manual Activation / Update area, click Generate.

The File Download window appears with the License Information File.
3. Click Save to save the License Information File.

The Save As window appears.
4. Select a location for the License Information File (license.c2v). Then click Save. You will
need this file to receive your License Activation File.
The Download Complete window appears.
5. Click Close.
6. Transfer the license.c2v file to a machine with Internet access to NICE’s ExtraNICE site.
7. On the machine with Internet access to the ExtraNICE do the following:
a. Open an Internet Explorer window and enter the following URL:
http://www.extranice.com/EIS/OnlineServices/LicenseActivation/Pages/default.aspx

If you have not previously logged in to ExtraNICE, the following window appears.
b. Enter a valid ExtraNICE Username and Password. Then click Log On to ExtraNICE.
The NICE Perform eXpress Activation window appears.
c. Click Browse and select the License Information File (license.c2v) from Step 6.
d. Enter a valid Product Key. Then click Activate.
e. Download the corresponding License Activation File (license.v2c).
f. Transfer the License Activation file to the NICE Perform eXpress machine.
8. On the NICE Perform eXpress machine, click Browse and select the License Activation File
(license.v2c).
9. Click Activate.
The license is updated. You can begin configuring your NICE Perform eXpress.

10. If you were updating an expired license, not all tabs will appear. Click Sign Out. Then log in
again.
License Information
The License Information field indicates the current state of your license. License states can be one
of the following:
• Provisional - This is a temporary state and is valid for a limited period of time. Your initial
default license is provisional.
• Activated - The current license is valid.
• Expired - Occurs in the following scenarios (Recording continues, however the NICE
Perform eXpress interface is locked.):
• The current license is past its expiration date.
• NICE Perform eXpress detected a change in hardware on the NICE Perform eXpress
machine. A new Product Key is required to activate a new license.
• NICE Perform eXpress was installed on a Virtual Machine.
• The license was activated from a remote machine.
• Unknown - A problem was encountered that does not classify a expired. Recording continues,
however the NICE Perform eXpress interface is locked.
• Locked - Indicates a communications problem between the interface and the license.
Recording continues, however the NICE Perform eXpress interface is locked.

Managing Backup Archiving and Retrieval

The Backup Management tab enables the following:
• Archiving Interactions on page 39
• Ejecting the Recording Media on page 39
• Retrieving Interactions for Playback on page 40
The Backup Management tab is displayed below:
Refresh
TIP: To update the information in the Media Status and the Media Content area, click
the Refresh button.
In the Media Status area, the backup device task and status as well as information concerning the
recording media is displayed.
Table 2-6 describes the information in the Media Status area.
Table 2-6: Media Status Parameters
Parameter Description
Assignment Task of the backup device. See Archiving Interactions on page 39 and
Retrieving Interactions for Playback on page 40.
Status Current state of the backup device. See Table 2-3 on page 27 for a list of
all statuses.
Used Space Percentage of the space already occupied on the recording media.

Table 2-6: Media Status Parameters (Continued)
Parameter Description
Media Capacity Total possible storage in GB. Note: NICE Perform eXpress does not
support the compression mode of DAT72 tape devices. The maximum
media capacity for DAT72 devices is around 28 GB.
Creation Date Date that data was first archived to the recording media.
Expiration Date Creation Date plus the retention period as defined at the time the
recording media was first used. For example, if the retention period is 1
year at the Creation Date, and then it is changed to 2 years, the
retention period for the recording media is not changed.
The retention period is defined in the Storage and Archive tab in the
Configuration application. See the relevant NICE Perform eXpress
Installation Guide for more information.
The current task and status of the backup device is also displayed in the System Status tab. See
Backup Device Tasks and Statuses on page 27.
Archiving Interactions
You archive interactions to move data from the Recording Unit to recording media.
IMPORTANT
You must label the recording media according to the date that the interaction took place.
To archive interactions:
1. Label the recording media with its Creation Date. See Creation Date in Table 2-6 for more
information.
2. Insert the recording media into the backup device.
3. In the Media Status area of the Backup Management tab, select Archive.
4. Click Apply.
Archiving begins. In the Media Status area, the status changes to Archiving.
TIP:
• When switching from Retrieval to Archive, the recording media is ejected from the
backup device.
• When the recording media is full, label it with the date of the last recording as well.
Ejecting the Recording Media

You eject recording media by means of the Eject button.

To eject the recording media:

• Click the Eject button.
The recording media is ejected from the backup device.
Retrieving Interactions for Playback

Users receive a message to contact the Administrator when trying to retrieve interactions that have
been archived. In order to find the correct interaction, ask them for the following information:
• Date and time that the interaction took place
• Channel of the interaction
To retrieve channels for playback:

1. In the Media Status area of the Backup Management tab, select Retrieval.
2. Click Apply.
3. Insert the recording media that contains the interactions you want to retrieve. Recording media
is labeled with its Creation Date.
NOTE:
In the Media Status area, verify that Retrieval is selected. If Archive is selected by
mistake, the data on the recording media may be overwritten.
4. In the Media Content area, select one or more channels that include the interactions you want
to retrieve.
5. In the From and To fields, enter the date and time of the interactions you want to retrieve.
-or-
Click the Calendar button, and select dates from the displayed calendar. Click the Time
Chooser button, and enter a time.

6. Click Retrieve.
Retrieval begins. In the Media Status area, the status changes from Ready for Reading to
Retrieving. When the retrieval process is finished, the status changes back to Ready for
Reading.
NOTE:
The retrieval process can take several hours.
7. When the interaction is retrieved, notify the user who requested the interaction that he or she
needs to run a query in the Interactions application for the requested interaction.

Blank page for double-sided printing.
3
Verifying Channel Activity
The Channel Monitoring application is used to ensure that all the channels are actually recording.
It enables administrators and technicians to monitor channels to make sure they are working
properly. It can also play back recordings of channel activity that were recorded from each
channel, as well as play the channel activity (monitor) in real time.
Contents
Getting Started with the Channel Monitor Application ............................................... 44

Viewing the Lists of Channels ....................................................................................... 46
Understanding Player Types ......................................................................................... 47
Monitoring Recorded Channel Activity ........................................................................ 48
Monitoring Channel Activity in Real Time.................................................................... 49
Configuring Channel Gain Control and Threshold...................................................... 50
Channel Status Description ........................................................................................... 51
Chapter 3: Verifying Channel Activity 43

Getting Started with the Channel Monitor Application

This section describes how to start the Channel Monitor application and explains the different
areas and functionalities of the Channel Monitor window.
The Channel Monitor application is started from the NICE Perform eXpress navigation bar.
IMPORTANT
After a period of inactivity, the Channel Monitor application does not shut down automatically.
To open the Channel Monitor application:

2. On the navigation bar, click Channel Monitor.
The Channel Monitor application appears. Note: Only channels that are mapped appear. If the
channel is not mapped, it will not appear in the Channel List.
Channels
List Area
Player
Area

Navigating through the Channel Monitor Application

The Channel Monitor window is divided into tabs (up to 4 tabs), which consist of the following
areas:
• Channel List: View the channel list
See Viewing the Lists of Channels on page 46.
• Player: Enables playing back selected recordings and to monitor channel activity during real
time. See Understanding Player Types on page 47.

Viewing the Lists of Channels
Viewing the Lists of Channels

The lists of channels are displayed in tabs. Each tab contains information of up to 50 mapped
channels. Each tab displays the information dynamically, depending on the amount of channels
mapped in your system. For example, if only 60 channels are mapped, then only two tabs appear.
On the first tab, the first 50 mapped channels appear (1-50) and on the second tab, the next
10 mapped channels appear (51-60). If there are 200 mapped channels, then each tab will contain
50 channels for a total of four tabs.
Click to see an updated list of channels. The list refreshes automatically every 20 seconds.
Only mapped channels appear in the list of channels.
When viewing a list of channels, the following information is displayed:
NOTE:
• The system can have a maximum of 200 channels.
• (TDM environments only) If the channel is not mapped, it will not appear in the
Channel List. See the relevant Installation Guide for more about channel mapping.
:
Table 3-1: Channel Monitor Information
Name Description
Channel ID Number generated when the channel is mapped in the
Configuration application on the Channel Mapping tab.
Channel Name Displays the channel name.
Type Displays the channel type:
• TDMAnalogExtension
• TDMDigitalExtension
• TDMTrunk
• IPPassive
• IPActive
Active
Displays the icon ( ) when the channel is active. A channel is
considered active only when there is voice/sound activity on the
channel.
Status Displays the channel status. To see a list of possible channel
statuses and their description, see Channel Status Description
on page 51.

Understanding Player Types
Understanding Player Types

The Player appears differently depending on whether it is playing back a recording or monitoring
channel activity in real time.
Playing Back a Recording
When playing back a recording, the Player appears with a timeline and an orange marker that
marks the current point in the playback. The Interaction Details display the time stamp and
duration of the recording. See Monitoring Recorded Channel Activity on page 48.
Orange marker during recording playback
Monitoring Channel Activity in Real Time
When monitoring channel activity in real time, the Player appears without a timeline or orange
marker. The Interaction Details display the name of the monitored channel. See Monitoring
Channel Activity in Real Time on page 49.
No controls while monitoring channel activity
For more details, see the NICE Perform eXpress Interactions Guide: Query and Playback.

Monitoring Recorded Channel Activity
Monitoring Recorded Channel Activity

The Channel Monitor application monitors channel activity by playing back voice activity that was
recorded within the last 5 minutes.
To play back recordings:

1. Select the row of the channel that you want to play back. You can only play one channel at a
time.
2. Click Play Last 5 Minutes . The channel activity is played back.

Playback Control - Enabled Volume - Enabled
Player
Buttons -
Disabled
NOTE:
When playing back channel activity from the Player, the Playback control is enabled
(Play, Fast Forward, Rewind, Stop, and volume adjustment). Some Player functions
are not available (Save, Comment, and Add Tag).


The Channel Monitor application monitors channel activity in real time by playing the activity on
the selected channel. Monitoring recordings is limited to one hour.
EXAMPLE:
The compliance officer is notified that there is a problematic call with an agent. The compliance
officer can then listen to the call in real time and assess the situation.
To monitor channel activity in real time:

1. Select the row of the channel that you want to monitor. You can only monitor one channel at a
time.
2. Click Live Monitor . The Real Time Player starts playing a recording in real time. You
can adjust the volume or stop the monitoring by means of the Player.
Stop - Enabled Volume - Enabled
Player
Buttons -
Disabled

Configuring Channel Gain Control and Threshold
Configuring Channel Gain Control and Threshold

Channel setup is only available for TDM channels. This functionality is not available for IP Active
and IP Passive channels.
Channel setup comprises the Energy Threshold and Gain Control settings for TDM channels.
To configure channel setup:

1. Select the channel, or multiple channels, you want to configure.
2. Click Channel Setup . The Channel Setup window appears. When configuring multiple
channels, the Energy Threshold and Gain Control values display the default settings and do
not reflect the actual settings.
Manual Gain Control and beep are only available for

TDM Analog Extension channels.
3. Complete the areas as follows, then click Save.

a. In the Energy Threshold area, drag the slider to set the threshold level (low - high) for
activity. The threshold determines the energy level at which the recording starts.
b. In the Gain Control drop-down list, select On or Off.
Gain Control automatically increases or decreases the output level for acceptable quality
recordings.
c. (TDM Analog Extensions only) If you selected Off in Step b, drag the slider to set the
decibel level (Low to High) for which you want to increase low frequency.
d. (TDM Analog Extensions only) Select Enable Beep to activate beeping at intervals to
indicate recording is taking place.

Channel Status Description

There are two types of channel statuses that can appear for each channel:
• VoIP Channel Statuses
• TDM Channel Statuses
For troubleshooting, see the Troubleshooting Guide, and, if necessary, contact your Customer
Support engineer.
Channel Status
Channels
List Area
VoIP Channel Statuses

The following channel statuses related to VoIP channels might appear. The Troubleshooting Guide
and Maintenance Guide explain in detail how to perform the checks listed in the Suggested
Action column.

Table 3-2: VoIP Channel Status
Channel Status Description Suggested Action

Channel Critical Critical error occurred on the channel. Collect all log files and
Error contact your Customer
Support. Restart the system
to refresh the channel.
Export Error Some or all of the channels failed to export Collect all log files and
buffers to the NICE Perform eXpress. contact your Customer
General Error IP Capture General error. Collect all log files and
contact your Customer
OK No channel error.
Reception Error IP Capture data reception error. Check the NIC.
TDM Channel Statuses

The following possible channel statuses related to TDM channels might appear. If one does
appear, verify the PABX configuration, physical line connectivity, and the distance from the NICE
Perform eXpress system. The Troubleshooting Guide explains in detail how to perform these
checks.
Table 3-3: TDM Channel Status

AIS Alarm Indication Signal. Signal with the digit “one” only, indicating an
alarm on the far end (PABX).
Channel Indicators No phone indicators (LED, display…) where received for the last 30
timeout minutes. The line most probably cannot function properly.
Frame error Frame found with errors.
Frame loss Frame was not found.
Line Error Indicates a problem with the line (Synchronization, loss problem, etc.)
Multiframe Loss of multiframe alignment signal.
alignment was lost
No Multiframe No synchronization on Multiframe level due to multiframe error or loss.
Synchronization
No Signal No input signal. Check line connectivity. Note: This status only appears if
the channel is mapped.

Table 3-3: TDM Channel Status
Channel Status Description (Continued)

No Signaling
Capabilities are
Available
OK No channel error.
RAI Remote Alarm Indication. Sent by the far end (PABX), indicating a
problem with the signal it is receiving from the local end (ETAI-III board).
RS Receiver SLIP (time discrepancy)
Signal is Positive and negative signal peaks are not equal.
Unbalanced
Signal was lost No input signal. Check line connectivity.
Unknown Status
XS Transmitter SLIP (time discrepancy) - ISDN only.

4
Managing Users and Groups
The User Administration application enables managing users and groups, as well as defining
global settings for the organization.
Contents
Overview.......................................................................................................................... 56
Getting Started with the User Administration Application ......................................... 57
Understanding Displayed User Information.................................................................58
Understanding User Types and Privileges ................................................................... 60
Populating the System with Users................................................................................ 64
Managing Groups ...........................................................................................................68
Importing Users and Groups from an Excel File ......................................................... 70
Defining Organization Settings ..................................................................................... 71
Chapter 4: Managing Users and Groups 55

Overview
Overview
The User Administration application enables managing users and groups, as well as defining
global settings for the organization.
Use the User Administration application to:
• View NICE Perform eXpress users in their respective groups. See Understanding Displayed
User Information on page 58.
• Add new users by defining their login, permissions, passwords, and other settings. See
Populating the System with Users on page 64.
• Delete a user from NICE Perform eXpress. See Deleting Users from the System on page 67.
• Add new groups to organize users. See Adding Groups of Defined Users on page 68.
• Delete a group. See Managing Groups on page 68 and Deleting Groups on page 69.
• Import an Excel file with pre-defined User and/or Group information. See Importing Users
and Groups from an Excel File on page 70.
• Define password settings and login options for your organization. See Defining Organization
Settings on page 71.
Impact of the Authentication Mode on User Administration
Depending on whether your site uses NICE Authentication or Windows Authentication, you
configure different options in the User Administration application. A description of each
authentication mode and its impact on the User Administration application is described below:
NICE Authentication Mode
Users are configured in the User Administration application, where they are assigned a login name
and password. Users log in to NICE Perform eXpress by means of their login name and password.
Windows Authentication Mode
Active Directory users must have a valid user name and domain in order to be configured as NICE
Perform eXpress users. In the User Administration application, Active Directory users are
configured to be NICE Perform eXpress users. Once they are configured as NICE Perform
eXpress users, they are automatically logged in to NICE Perform eXpress.
To change the authentication mode, see the Maintenance Guide.

Getting Started with the User Administration Application
Getting Started with the User Administration Application

This section describes how to start the User Administration application and explains the different
areas and functionalities of the User Administration window.
The User Administration application is started from the NICE Perform eXpress navigation bar.
To open the User Administration application:

2. On the navigation bar, click User Administration.
The User Administration application appears, displaying the User Management tab.
Add
Scroll to see
the rest of
the window
The functionality of the User Administration application includes:

• User Management - Enables creating new users, editing existing ones, and deleting users
who are no longer part of NICE Perform eXpress. See Understanding User Types and
Privileges on page 60.
• Group Management - Enables creating, editing, and deleting groups. See Managing
Groups on page 68.
• User/Group Import- Enables importing an Excel file with pre-defined user and/or group
information. See Importing Users and Groups from an Excel File on page 70.
• Settings - Enables defining the organizational settings. These settings include the display of
the user name, password policy, domain settings, and login options. See Defining
Organization Settings on page 71.

Understanding Displayed User Information

The User Administration application summarizes information regarding NICE Perform eXpress
users:
Table 4-1: User Administration Information
Name Description
(NICE Authentication only) Name of user (The name display is defined in the Settings tab. See
User Name Defining Organization Settings on page 71).
User Type See Understanding User Types and Privileges on page 60.
Recorded
Displays the icon if the user can be recorded. If the user cannot
be recorded, no icon is displayed.
Note: The Recorded status reflects the user’s assigned role as it is
defined in the Add or Edit window.
Extension Displays the Extension/s or Station/s on which the user is being
recorded.
For the BT Syntegra ITS Switch, this must be 10 digits long. If
necessary, use leading zeros.
Agent ID Displays the Agent ID/s by which the user is identified.
For the BT Syntegra ITS Switch, this must be 12 digits long. If
Defined as System User Displays whether or not the user is able to login to
NICE Perform eXpress.
(NICE Authentication only) If defined as a user, the user login name is displayed.
Login name
OS Login Displays the MS Windows login name.
Email Displays the user’s email address.

Table 4-1: User Administration Information
Name Description
Group Name Displays the group to which the user belongs.
User Status Displays the user status as one of the following:
• Active
• Not Active
• if user is not logged in for a certain period of time, according
to the organization settings.
-or-
• if the user is defined as Not Active (when editing a user,
see Understanding User Types and Privileges
on page 60).
-or-
• if the user enters an invalid password several times, as
defined in the Settings tab. (See Defining Organization
Settings on page 71.)
• Deleted
Note: To view deleted users, in the User Management tab,
select Show deleted users.

Understanding User Types and Privileges

The User Administration application enables defining user types in the NICE Perform eXpress
system. Each user type has specific privileges. The user types are:
• Agent
• Manager
• IT
• QM - Only for sites with a Quality Management license. See the Quality Management Guide.
Agent
An agent is an employee who makes or answers telephone interactions. Each agent is assigned an
extension number (in a fixed seating environment) or an agent ID (in a free seating environment).
The extension number and the agent IDs are used by NICE Perform eXpress to correlate the
recorded interactions to the relevant agent.
Agents can have login rights to NICE Perform eXpress. In this case, agents can query and play
back their own recordings. If the agent does not have access rights, the agent is defined in the
system to ensure that recorded interactions are correctly correlated to this agent’s extension or ID.
Agent privileges are:
• View interactions in which the agent participated
• Query interactions in which the agent participated
• Play back interactions in which the agent participated
• Create/modify/delete private queries owned by the user
Manager
Managers are responsible for several agents. They can query and play back the interactions of their
subordinates. If the manager is defined as a recorded manager, the interactions of this manager can
also be queried and played back through the Interactions application. In this case, the manager
needs to have an extension number or an agent ID.
Manager privileges are:
• View all interactions of the manager’s group
• Query all interactions of the manager’s group
• Create/modify/delete public queries owned by the user
• Play by any participant in the manager’s group
IT
The NICE Perform eXpress IT user has full access rights to the system and can also query and play
back interactions of all the other users in the system. If the IT user is defined as recorded, the
interactions of the IT user can be recorded. In this case, the IT user needs to have an extension
number or an agent ID.

IT privileges are:
• Access to all NICE Perform eXpress applications.
• View, query, and play back all user groups
• Query all interactions
• Create/modify/delete any public queries
• Access the User Administration application:
• Add/modify/delete user
• Add/modify/delete group
• Attach User Type (role)
• (NICE Authentication only) Edit organization password/security settings
• Modify/delete public queries owned by others
• Play by any participant
• Extend the retention of an interaction
• Find audio directly from the Logger

Configuring User Privileges

Aside from the default user privileges assigned to each user type, you can add additional privileges
to each user type. You configure these additional privileges from the Role Management tab.
Table 4-2: Role Management - Additional Privileges by User Type
User Type Privilege Description

Agent Save interactions Enables saving interactions in ASF
Manager Save interactions format in order to play them from
other locations.
Access the Evaluations Enables evaluating interactions
application according to a previously created
form.
Access the Reporter Enables generating reports
application according to specific users and
forms.
Access the Form Designer Enables creating forms according to
application the quality management needs of
the organization.

Table 4-2: Role Management - Additional Privileges by User Type
User Type Privilege Description

IT Access the Channel Monitor Enables playing back recordings of
application channel activity that were recorded
from each channel, as well as
monitoring the channel activity in
real time.
Access the Interactions Enables playing back interactions.
application
Save interactions Enables saving interactions in ASF
format in order to play them from
other locations.
Access the Evaluations Enables evaluating interactions
application according to a previously created
form.
Access the Reporter Enables generating reports
application according to specific users and
forms.
Access the Form Designer Enables creating forms according to
application the quality management needs of
the organization.
QM Access the Channel Monitor Enables playing back recordings of
application channel activity that were recorded
from each channel, as well as
monitoring the channel activity in
real time.
Save interactions Enables saving interactions in ASF
format in order to play them from
other locations.
To add privileges to user types:

1. Click the Role Management tab.
The Role Management tab appears.
2. Select the additional privileges to add to each user type. See Configuring User Privileges
on page 62 for more information.
3. Click Save.

Populating the System with Users

When creating a user, you set their user type, permissions, login name, and password, as well as
other settings.
NOTE:
When there is more than one new user to add, you can create an Excel file based on the
available template and import the Excel file rather than adding each new user
separately. For details, see Importing Users and Groups from an Excel File
on page 70.
Before You Begin

• When configuring managers and agents, you associate each user to a group. Verify that the
necessary groups exist before you begin.
• To record users, you also need the following information:
• Agent ID for each user with login permissions
• Extension associated with each Agent ID
• CTI type for each extension
• You can add additional privileges to each user type. To configure user privileges, see
Configuring User Privileges on page 62.
To add a user to a group:
1. From the User Management tab, click Add . The Add User window appears.

2. Enter the following information:

• First Name
• Last Name
3. In the User Type drop-down list, select a user type (role) to assign to the new user. The Add
User window changes depending on the User Type. See Understanding User Types and
Privileges on page 60 for a complete list of privileges.
Available types are:
Table 4-3: Available User Types
User Type Query and Playback Access to additional applications

Agent without login No rights No access to NICE Perform eXpress and
is only recorded.
Agent with login Can play back and query Has access to the Interactions application
his/her own interactions in NICE Perform eXpress.
only.
Manager Can play back and query Has access to his or her team member’s
his/her subordinates’ interactions and public queries.
interactions only.
Manager - Recorded Can play back and query Same as Manager, but his or her
his/her and his/her interactions are recorded as well.
subordinates’
interactions.
IT Can play back and query Has access to NICE Perform eXpress
all interactions. applications as defined in the Role
Management tab. See Configuring
User Privileges on page 62.
IT - Recorded Can play back and query Same as IT, but his or her interactions are
all interactions (including recorded as well.
his/her own).
4. (NICE Authentication Only) In the User Settings area, complete the following:
• Login Name - Enter a NICE Perform eXpress login name for the new user.
• Password - Enter a NICE Perform eXpress password for the new user.
• Password Settings - Select the checkbox if you want the new user to change the
password at next login.
NOTE: The User Settings area does not appear if you selected Agents without login in
Step 3.

5. In the Recording Settings area, complete the following information:
• In the Extension drop-down field, select at least one extension. To remove an extension
from the list, clear the checkbox.
• In the Agent ID area:
• In the ID field, enter an Agent ID, and click Add .

• From the CTI drop-down list, select a CTI type.
• To remove an Agent ID from the list, click Delete .

NOTE: The Recording Settings area does not appear if you selected non-recorded entities,
such as Manager or IT in Step 3.
6. In the Additional Settings area, from the Assign to Group field, select a group according to
the user’s role as follows.
• (Managers) Select the group which includes the manager’s team members.
• (Agents) Select the group that is associated with the agent’s manager.
NOTE: If the group you want does not exist, you can create a new group. See Adding Groups
of Defined Users on page 68.
7. Enter the following additional information:
• OS Login Name - Operating System login name
• Domain (optional) - Select the name of the domain from the list.
• Email (optional)
8. Click Save.

Deleting Users from the System

After deleting a user, you can still query for this user in the Interactions application. However, you
cannot edit the user properties. To view deleted users, in the User Management tab, select Show
deleted users. The User Status appears as Deleted.
To delete a user:
1. From the User Management tab, select a user.
2. Click Delete .
3. The selected User Status changes to Deleted.

Managing Groups
Managing Groups
Defining groups enables creating sets of users. For example, you can define a group for each
manager, which would include all the manager’s subordinates. This section covers the following
topics:
• Viewing Groups on page 68
• Adding Groups of Defined Users on page 68
• Deleting Groups on page 69
Before You Begin
You need to know the names of the groups and which users they include.
Viewing Groups
The Group Management window displays a list of groups and a description for each group (if
added).
The Group Management window is displayed below:
Adding Groups of Defined Users

For each manager, you add a group to include his or her team members. If you have more than one
new group to add, you can create an Excel file based on the available template and import the
Excel file rather than adding each new group separately. For details, see Importing Users and
Groups from an Excel File on page 70.
To add a new group
1. From the Group Management tab, click Add . The Add New Group window appears.
2. In the Group Name field, enter a unique name for the group.
3. In the Description field, enter a description for your new group.

Managing Groups
4. Click Insert.
Deleting Groups
You cannot delete a group with users associated to it - not even if a user in the group was deleted.
You cannot delete the group All Users.
To delete a group:
1. From the Group Management tab, select a group.
2. Click Delete . The group is deleted from the list of groups.

Importing Users and Groups from an Excel File
Importing Users and Groups from an Excel File

NICE Perform eXpress enables importing existing Excel files with pre-defined users and/or
groups. Importing files eliminates the need to retype and define each entry, which saves time and
increases accuracy.
To import an Excel file:
1. From the User Management tab, click Import File .

The Import window appears.
2. Click to browse and select the Import file you want to import.
3. Click .
The Import window now displays the Summary area with summary and error information.
Import
Summary
Information
appears
here
Error
Messages
appear here
4. Click Close.
The User and Group definitions are imported into the User Administration application.

Defining Organization Settings

You can define the following organization settings:
• Format of full name display (last and first)
• Domains of the users and the default domain
• Password policy (NICE Authentication Only)
• Login options (NICE Authentication Only)
Options change depending on whether your site uses NICE authentication or Windows
authentication.
With Windows Authentication, the Settings window appears like this:
With NICE Authentication, the Settings window appears like this:

To define organization settings:

1. Click the Settings tab. The Settings window appears.
2. In the User Display area, from the Formatted Name field, select the order in which you
want the name to appear: Last, First or First, Last.
3. (Optional) In the Domain Settings area, add a domain as follows:
a. Click .
b. In the Name field, enter the NetBIOS name of the domain.

c. To make the new domain the default domain, select Default Domain.
d. Click Add to add the domain to the list.
4. (NICE Authentication only) In the Password Policy area, select the password policy you
want to impose:
Table 4-4: Password Policy
Password Policy In this field, define:

Password Expiration Whether or not the password will expire, and if so after how
many days.
Password Change Whether or not the user can change their password, and if so,
when.
New User Password Whether the user should change their password at the first login.

Table 4-4: Password Policy
Password Policy In this field, define:

Password History Whether past passwords should be saved, and if so, how many
passwords should be saved.
Password Checking • Defines the minimum amount of characters. The minimum
number of characters permitted is four.
• Strict password checking enforces the following
restrictions:
• Spaces cannot be the first or last character.
• Both numbers and letters must be used together.
• At least one character must be a capital letter.
• At least one character must be a special character such
as $ or @.
Note: ~ is not identified as a special character.
An example of such a password is: 1q2w3eG&.
5. (NICE Authentication only) In the Login Options area, select Display login information, if
you want the login information to appear each time the user logs in. The last login date and
time is displayed as well as the number of failed login attempts.
Below is an example of Login Information that appears when a user logs in if this option is
selected:
6. (NICE Authentication only) Select when the Login ID should be deactivated: either according
to the number of days it is inactive, or according to a number of failed attempts due to an
invalid password.
7. Click Save .

5
Finding Audit Messages
The Audit Trail application enables finding audit messages and viewing them.
Contents
Getting Started with Audit Trail ..................................................................................... 76

Finding Audit Messages ................................................................................................ 78
Viewing Messages .......................................................................................................... 83
Chapter 5: Finding Audit Messages 75

Getting Started with Audit Trail

This section describes how to open the Audit Trail application and explains the different areas and
functionalities of the Audit Trail window.
Audit Trail is opened from the NICE Perform eXpress navigation bar.
To open Audit Trail:

2. On the navigation bar, click Audit Trail.
The Audit Trail window appears. See Navigating through Audit Trail below.
Navigating through Audit Trail

The Audit Trail window is divided into the following areas:
• Saved Queries pane: Displays the list of folders and existing queries. Queries saved in the
Public folder can be run by everyone. Queries saved in the Private folder can only be run by
you. You can set a default query that filters the messages automatically when you start Audit
Trail.
See Running a Saved Query on page 78 and Setting a Default Query on page 81.
• Query Criteria pane: Enables creating a new query and displays the criteria of an existing
query.
See Creating a New Query on page 79.
• Query Results area: Displays the results of the current query. The name of the query appears
in the title bar of the Results area.
See Viewing Messages on page 83.

The Audit Trail window is displayed below:

Saved Queries pane Query Criteria pane Query Results area


In order to find audit messages in NICE Perform eXpress, you run a query, which filters messages
according to the timeframe and message type.
Several basic queries are included in NICE Perform eXpress, or you can create your own. After
creating a query, you can save it and run it again.
Using Basic Queries
Basic queries are built in to NICE Perform eXpress. They filter for messages from a specified time
in the past up to the present. These Basic queries are:
• Last 1 month
• Last 1 week
• Last 24 hours
• Last hour
See Running a Saved Query to use a basic query.
Creating Queries
Creating queries enables specifying the information you want to find in the query results. See
Creating a New Query on page 79. After creating a query, you can save it and then use it again.
See Running a Saved Query.
Modifying Queries
Modifying queries enables changing the information in the query results. See Modifying a Query
on page 81.
Setting a Default Query
You can set a default query that will automatically filter the results each time you start Audit Trail.
See Setting a Default Query on page 81.
Running a Saved Query

You run a saved query by selecting it in the Saved Queries pane.
Basic queries
Existing queries

To run a saved query:

• In the Saved Queries pane, select a saved query.
The audit messages appear according to the query criteria, which are displayed in the Query
Criteria pane. The name of the query appears in the title bar of the Query Results area.
Query criteria Name of query Results
Creating a New Query

When you create a new query, you find audit messages according to the specific criteria you set.
The query definition determines the query results. See Table 5-1.
Table 5-1: Query Options
Option Result
Query located in the Public folder branch Everyone can run the query
Query located in the Private folder branch Only you can run the query
Query name After saving the query, this name appears in the
Saved Queries pane
Show last Displays results from the specified period in the
past up to the present
From/To Displays results for a specified period in the past
Message Types Displays results from a specific message type
To create a new query:

1. In the Saved Queries pane, select a folder where the query will be stored.

a. Select Private folder or Public folder, depending on who you want to run the query. See
Table 5-1 on page 79 for more information. Later, when you save the query, the query
name will appear under the selected folder.
b. (Optional) Create a new folder for the query: Click the New button or right-click a
folder, and select Folder. A new folder appears in the Saved Queries tree. Select the
new folder, and name it in the Query Criteria pane. Click Save.
Name the folder
Save the folder name
2. Click the New button or right-click an item, and select Query.

A new query appears in the Saved Queries tree, and the Query Criteria pane displays the
options for the new query.
Query name
Results limited by timeframe
Results limited by message types
Save query Run query
3. In the Query Criteria pane, define the search criteria for the new query. See Table 5-1
on page 79 for more information:
a. In the Query name field, enter a name for the new query. (Note: This name only appears
in the Saved Queries pane after you save the query.)
b. Define a timeframe in one of the following ways:
• Select the Show Last radio button. Then select a time interval (Minutes, Hours,
Days, Weeks or Months) and enter the appropriate time value (such as 3 Hours or
12 Days).

• Select the From radio button to define a specific time period. In the From and To
fields, enter the date and time.
-or-
Click the Calendar button, and select dates from the displayed calendar. Click the
Time Chooser button, and enter a time.

c. To define specific messages as part of the search criteria: In the Message types list,
press the Shift key, and select the messages you want to include in the results.
4. Click Run .
The results appear in the Query Results area.
5. (Optional) Click Save to save the query. The query is saved in the location you set in Step 1.
Modifying a Query
You can change the search criteria in an existing query and then save your changes.
To modify a query:
1. In the Saved Queries pane, select the query you want to modify.
The results appear in the Query Results area.
2. In the Query Criteria pane, change the query parameters as needed. See Table 5-1 on page 79
for a description of the options and Step 3 for detailed instructions.
3. Click Save to save the query.
Setting a Default Query

You can set a default query that will automatically filter the results each time you start Audit Trail.
To set a default query:

1. In the Saved Queries pane, right-click the query you want to change to the default query.
2. Select Set as default.

The default query appears with an orange filter icon next to it.
3. To remove the default status from the query, right-click the default query and select Remove
default query.
Deleting a Query
You delete a query from the Saved Queries pane.
To delete a query:
1. In the Saved Queries pane, click the query you want to delete.
The query runs.
2. Click the Delete button.

The query is deleted from the Saved Queries pane.

Viewing Messages
Viewing Messages
The Query Results area displays the messages that match the timeframe and message types
specified in the query. See Understanding Audit Messages below for more information.
Query Results area
Understanding Audit Messages

Audit messages track activity in NICE Perform eXpress applications. Table 5-2 describes these
messages.
Table 5-2: Audit Messages
Application Message Title

System System Management - System Test
Management Software Update
Channel Monitor Channel Monitor Start

Viewing Messages
Table 5-2: Audit Messages (Continued)

User User Password Change
Administration Organization Settings Update
User Account Enabled
User Account Disabled
User Account Locked
New User
User Deletion
Role Modification
New Group
Group Deletion
User Update
Group Update
User Addition to Group
User Removal from Group
Password Reset
User Role Updated
Interactions Call Save
Playback Start
Playback On Channel Start
Extend Retention

Viewing Messages
Table 5-2: Audit Messages (Continued)

Configuration Configuration - Storage Creation
Configuration - Update Storage Settings
Configuration - ESM device Configuration
Configuration - ESM device Update
Configuration - ESM device Deletion
Configuration - New Recording Package
Configuration - Recording Package Deletion
Configuration - New CTI Settings
Configuration - CTI Settings Update
Configuration - CTI Settings Deletion
Configuration - New Recording Settings
Configuration - Recording Settings Deletion
Configuration - Recording Settings Update
Configuration - New Device
Configuration - Device Deletion
Configuration - Channel Mapping Update
Configuration - Backup Enabled
Configuration - Backup Disabled
Configuration - Configuration Applied
Configuration - Business Data Added
Configuration - Business Data Updated
Configuration - Business Data Deleted
General Messages User Login
(No Application) User Logout
User Login Failure
Limiting the Number of Displayed Messages

General Information
You can limit the number of displayed audit messages to 100, 250, or 500.
To limit the number of displayed messages:

• From the Display Top drop-down list, select the number of to display.
The list of displayed changes to reflect your choice.

6
Importing Channel Mapping and Users
Shared with:
All Installation guides (appendix)
Administrator’s Guide (chapter)
NICE Perform eXpress supports the use of Excel file templates for importing channel mapping
and user definitions more quickly and efficiently.
IMPORTANT
• To edit the Import file, Microsoft Excel must be installed on the NICE Perform eXpress
machine.
• To view the Import file, Microsoft Excel or Excel Viewer needs to be installed on the NICE
Perform eXpress machine. You can download the Excel Viewer from the Microsoft Web site
at the following link:
http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=1cd6acf9-ce06-
4e1c-8dcf-f33f669dbc3a
Contents
Importing Channels from an Import File ...................................................................... 88

Importing Users and Groups from an Import File ....................................................... 97
Chapter 6: Importing Channel Mapping and Users 87

Importing Channels from an Import File

NICE Perform eXpress supports importing channel mapping definitions using Excel files. This
eliminates the need to add each monitored device and to map each channel separately on the
Channel Mapping tab in the Configuration application.
You can create new Import files or edit existing ones. When you import an existing file that has
been edited, channel mapping definitions are updated by the Import file.
Important Guidelines
• In the Configuration application, the monitored devices definitions in the Import file are
appended to the monitored devices currently listed in the Channel Mapping tab.
However, the channel mapping definitions in the Import file overwrite the channel mapping
definitions currently displayed in the Channel Mapping tab.
To avoid overwriting existing channel mapping definitions, you must include the existing
definitions in the Import file.
• After importing the channel mapping definitions, always use the Import file to update these
definitions. Any changes made directly in the user interface of the Channel Mapping tab will
be overwritten the next time an Import file is imported.
• Each import file can have up to 200 channel mapping entries. If the import file contains more
channels than allowed by your license, only the first channels will be imported.
This section describes:
• Creating Import Files for Channel Mapping on page 88
• Updating Channel Mapping from Import Files on page 94
• Importing a Channel Mapping Import File on page 95
Creating Import Files for Channel Mapping

When importing channel mapping definitions, you define the channel mapping parameters in the
NPX Channel Mapping Import Template V3.0.xls file. This Import file includes macros that
customize the channel mapping parameters according to the telephony environment of your site.
Along with the procedure for creating an Import file to import channel mapping, this section also
includes:
• Channel mapping parameters as they appear in the Import file: See Monitored Device and
Channel Mapping Parameters on page 91.
• Background information regarding the Excel file template: See About the Channel Mapping
Import Template on page 93.
To create files in Excel format for importing channel mapping:

1. From the Channel Mapping tab in the Configuration application, note the existing channel
mapping definitions. In Step 9 you will enter this information into the Import file.

2. On the NICE Perform eXpress machine, from the Start menu, navigate to All Programs >
NICE Perform eXpress > Import Templates.
3. Copy NPX Channel Mapping Import Template V3.0.xls to a location on your hard drive.
4. Open the template file. If prompted, Enable Macros.
The RecordingConfiguration tab appears.
5. From the File menu, select Save as and rename the file with a logical name (one containing
the name of the telephony environment is recommended).
6. Open the new file you saved in the previous step and from the Select Telephony
Environment drop-down list, select a Telephony Environment.
7. In the Number of Channels field, enter the number of channels to be mapped, including
those that are already mapped in the Channel Mapping tab of NICE Perform eXpress.
Example: If 5 channels were previously mapped, and you are adding 15 more channels, enter
the number 20.
Enter number of channels here
8. Press the Tab key to select the cell with the GO! button. Then click GO!
Important: If the cell with the GO! button is not selected, then the GO! button will not work.
The table fills up according to the selected telephony environment and number of channels.
9. Enter information according to the guidelines in Monitored Device and Channel Mapping
Parameters on page 91.

IMPORTANT
You must include the channel mapping definitions that are already configured in the Channel
Mapping tab of NICE Perform eXpress. These definitions will be overwritten when you import
the Import file.
10. In a Mixed Environment you will need two files, one for each environment. Repeat this
procedure from Step 4 to create a second file.
11. Proceed to Importing a Channel Mapping Import File on page 95.

Monitored Device and Channel Mapping Parameters

The RecordingConfiguration tab is used to define parameters that are for Channel Mapping in
the Configuration. It has four possible sections; only those sections relevant to the selected
environment appear. The following table describes all four sections and all possible parameters.
Table 6-1: Import File Channel Mapping Parameters
Section Instructions Parameter Description

Channel A separate row is generated Channel Index Internally generated value. Do
Mapping for each channel. Enter the not edit this column!
details of the device Channel Name Used for easy identification of
mapped to each channel in
each channel in the Channel
the appropriate row. Monitor. Default names are
Each device entered in this automatically generated. You
section is automatically can edit these names as
monitored and does not needed.
need to be entered in the
Device Name The number or name of the
Additional Monitored
device being recorded.
Devices section.
To use Positions, use this
Special Considerations: column as follows:
Trunks: Mapping is
• To map Extensions to
automatic. Define each Positions, complete this
device in the Additional field for all Positions.
Monitored Devices section. • To map Positions to
Positions: Define the To Extensions, complete this
Device from the Extension field for all Extensions.
to Position Mapping section • Use this value for the To
in this section. Device field in the
Extension to Position
Mapping section.
Device Type The type of device being
recorded.
Example: Extension, Turret,
Position, Station
• To map Extensions to
Positions, complete this
field for all Positions.
• To map Positions to
Extensions, complete this
field for all Extensions.
IP Address IP address of the telephone
extension being recorded.

Table 6-1: Import File Channel Mapping Parameters (Continued)

Additional Define all devices that are Device Name The number or name of the
Monitored monitored but not recorded. device being monitored (not
Devices recorded).
All devices must be
monitored to obtain relevant For BT Syntegra ITS Switch,
information, even if they are enter 10 digits.
not recorded. Example: 0000000010
Special Considerations: Device Type The type of device being

monitored (not recorded).
Trunk: Define all devices. Example: IVR, ACD, VDN,
Positions: Define the From Station
Device in this section.
Trunk with Positions:
Define both the Extensions
and the Positions.
BT Syntegra ITS Switch:
This value must be 10 digits
long. If necessary, use
leading zeros.
To enter a range of values,
type the first value and drag
the column down.
Example:
IP Addresses IP Address IP address of the telephone

for Monitored extensions being monitored.
Devices
Enter a single IP address.
Example: 123.123.123.123
-or-
Enter a range of IP addresses.
Example: 123.123.123.*

Table 6-1: Import File Channel Mapping Parameters (Continued)

Extension to Trunk: Define both the Direction Select Extension to Position or
Position From Device and To Position to Extension.
Mapping Device in the Additional From Device Use this value in the Additional
Monitored Devices section.
Monitored Devices section.
Extension and VoIP:
• To map Extension to
Use the Device Number Position, enter the device
from the Channel Mapping number/name of an
section for the To Device. Extension.
Use the Device Number
• To map Position to
from the Additional
Extension, enter the
Monitored Devices section
device number/name of a
for the From Device.
Position.
To Device Use this value in the Channel
Mapping section or in the
Additional Monitored Devices
section (for trunks).
• To map Extension to
Position, enter the device
number/name of a Position.
• To map Position to
Extension, enter the
device number/name of an
Extension.
About the Channel Mapping Import Template

After installing NICE Perform eXpress, a shortcut to the template for importing channel mapping
parameters is located in the Start menu at the following path: All Programs > NICE Perform
eXpress > Import Templates.
The name of this template is: NPX Channel Mapping Import Template V3.0.xls
It is an Excel file that includes the channel mapping parameters according to the telephony
environment of the site.

EXAMPLE:
In the example below, the telephony environment is Avaya TSAPI TDM Extension-Side, and
the mappings for 10 channels are defined as follows:
The Excel file uses macros in order to display the necessary channel mapping parameters for the
required telephony environment.
IMPORTANT
Make sure that the macros are enabled for use with the channel mapping import template.
The template consists of two tabs:

• RecordingConfiguration
• Metadata - Do not change the information in this tab!
When creating a file for import, you enter information in the RecordingConfiguration tab.
Updating Channel Mapping from Import Files

After creating a channel mapping import file, you can update the parameters in the file and then
import the updated information into the Channel Mapping tab. When you import an updated file,
only the parameters that have been changed are updated.
Example: Your original import file contains 10 channels. You purchase a new license with
20 channels (total of 30 channels). You can use the original import file. Just enter the new number.
To update channel mapping from an Import file:

1. Open the Import file that includes the channel mapping parameters you want to change.
2. In the Number of Channels field, enter the additional number of channels to be mapped.
Enter number of channels here
3. Press the Tab key, and then click the GO! button.
TIP: If the GO! button is not active, make sure that the cursor is not inside a cell that
already contains text.
The additional channels are added to the file.


4. Enter information according to the guidelines in Monitored Device and Channel Mapping
Parameters on page 91.
5. Save the file.
6. Proceed to Importing a Channel Mapping Import File on page 95.
Importing a Channel Mapping Import File

After creating or updating an Import file for importing channel mapping definitions, you import it
from the Channel Mapping tab in the Configuration application.
To import channel mapping:
1. In the Channel Mapping tab in the Configuration application, click Import File .
The Import Channel Mapping window appears.
2. Click to browse and select the Import file for the current telephony environment.
IMPORTANT
In sites with two telephony environments, verify that you are importing the channel mapping
definitions for the correct environment.
In this example, channel mapping
definitions are imported for
Avaya CDR TDM Extension-Side
3. Click .
The Import Channel Mapping window now displays the Summary area with summary
information. If errors occur, the errors appear under the summary information.

Import Summary
Information
appears here
4. Click Close.
The Channel Mapping tab is updated with the data from the Import file.
• Save This will save your changes without applying them. You can continue to work
on this page. Save does not make the settings active in your system. You will
have to click Next to advance to the next tab.
• Apply This will apply the new setting to your system and make them active. Only
Apply after you have completed all configuration definitions on all tabs and
your system is not currently recording. Apply will interrupt recording.
WARNING
Apply interrupts recording, resulting in a loss of data! Only click Apply when
you have determined that your system is not currently recording
• Next This will save your changes (the same as Save) and will advance to the next
tab.
TIP: To return to this or a previous tab, just click the tab.
After you click Next, the Storage and Archive tab becomes enabled.

Importing Users and Groups from an Import File

NICE Perform eXpress supports importing an XLS file that defines users and groups in the User
Administration application. Importing files, especially ones with many users or groups, can save
you a great deal of time. Importing files avoids the need to retype and define each entry.
Important Guidelines
• Up to 200 users can be imported at a time. Each time you import the Import file, new users are
added to the list of the current users.
• When users are already defined in the User Administration application, the Import file updates
their information.
Creating Import Files for Importing Users and Groups

NICE Perform eXpress supports importing files in Excel (XLS) format. An Excel template is
available that only requires filling in the mandatory fields. The template consists of three tabs:
• Groups
• Users
• Metadata
When creating a file for import, enter information in the Groups and Users tabs.
IMPORTANT
Do not change information in the Metadata tab!
Groups Tab
Assign groups according to Manager team members to allow the manager to run queries on team
members interactions.
Enter the following information in the Groups tab:
• Group Name
• Description
Users Tab
When creating a new user, set their user type, permissions, and other settings.

The table below lists the field name, description, and guidelines you must follow when filling
information in the Users tab:
Table 6-2: Users Tab Description and Guidelines
Field Name Description Guideline

First Name First Name of user (The display is Mandatory
defined in the Settings tab - see
on page 71.)
Last Name Last Name of user (The display is Mandatory
defined in the Settings tab - see
on page 71.)
User Type The main user types (roles) are: Mandatory
• Agent
• Manager
• IT
• QM
Each role has a predefined list of
privileges.
For details, see User Type
description in Understanding
User Types and Privileges
on page 60.
Login Name If defined as a user, the user login
name is displayed.
Password Login password If you do not enter a password, one
of the following occurs, depending on
whether the user is new or not:
• New user - the default password
(nice1234) is used. At the first
login, the user will be asked to
change the password.
• Existing user - the current
password is retained and is not
overwritten with the default
password.
Group The group to which the user If you defined a group in the Group
belongs. tab, the group name will appear in a
drop-down list in the User tab.
If you do not select a group in User
tab, the new user will automatically
belong to All Users.

Table 6-2: Users Tab Description and Guidelines (Continued)
Field Name Description Guideline

Extension The extension/s on which the You must enter an extension as it is
user is being recorded. defined in the Configuration
application.
For the BT Syntegra ITS Switch,
this must be 12 digits long. If
Example: 000000000010
Note - You can add an additional
extension in the Extension # 2 field.
CTI for Extension CTI that is associated with the In sites with only one CTI, you do not
extension. have to enter a CTI.
In sites with two CTIs, you must enter
a CTI.
Agent ID The Agent ID by which the user is
identified.
CTI for Agent ID CTI that is associated with the In sites with only one CTI, you do not
Agent ID. have to enter a CTI.
a CTI.
OS Login Name The Operating System login Mandatory
name.
Domain Name NetBIOS name of the domain
Email The user’s email address.
Extension # 2 The extension/s on which the You must enter an extension as it is
user is being recorded. defined in the Configuration
application.
For the BT Syntegra ITS Switch,
this must be 12 digits long. If
Example: 000000000010
CTI for Extension #2 CTI that is associated with the In sites with only one CTI, you do not
second extension. have to enter a CTI.
a CTI.
Agent ID #2 The second Agent ID by which
the user is identified.
CTI for Agent ID # 2 CTI that is associated with the
second Agent ID.

To create files in Excel format for importing users and groups:

1. From the Start menu, navigate to All Programs > NICE Perform eXpress > Import
Templates.
2. Copy NPX Users Import Template V3.0.xls to a location on your hard drive.
3. Double-click the template file to open it.
4. Enter information in the Groups and Users tabs according to the guidelines in Table 6-2. Up
to 200 users can be imported at a time.
5. Rename and save file.
Importing a Group and User Import File

You can create or edit users and/or groups via an Excel file, and then import it. To create an Excel
file to import, see Creating Import Files for Importing Users and Groups on page 97.
To import groups and users:

1. From the User Management tab in the User Administration application, click Import File
.
The Import window appears.
2. Click to browse and select the Import file you want to import.
3. Click .

The Import window now displays the Summary area with summary and error information.
Import
Summary
Information
appears
here
Error
Messages
appear here
4. Click Close.
5. Click Save to save the updated definitions in the User Administration application

A
Using Extended Retention
• Extend the retention of specific interactions, such as those marked as a customer dispute. See
Extending the Retention of Interactions on page 104.
• Search for interactions whose retention has expired or will expire shortly. See Filtering
Interactions by Retention Information on page 107.
• Review the Extend Retention status of interactions whose retention has been extended. See
Understanding Interaction Details With Extend Retention on page 108.
IMPORTANT
Extending retention is only available to users who have administrative privileges in the NICE
Perform eXpress system. Users who do not have these permissions will not see any of the
features described in this section.
Contents
Extending the Retention of Interactions.....................................................................104

Filtering Interactions by Retention Information.........................................................107
Understanding Interaction Details With Extend Retention .......................................108
Chapter A: Using Extended Retention 103

Extending the Retention of Interactions

Extending retention enables setting a new retention date for interactions that are in line for deletion
from storage and archive.
NOTE:
In order to extend the retention of interactions, the site must first be enabled for data
retention. See the relevant NICE Perform eXpress Installation Guide for more
information on enabling retention.
EXAMPLE:
You want to extend the expiry date for certain interactions which were involved in a customer
dispute. The current expiry date for the relevant interactions is 30 January 2009, and you extend
this expiry date to 30 January 2011.
Extend Retention Requirements
In order to extend the retention of interactions, the following two requirements must be met:
• The new expiration date, after extending retention, must be after the existing expiration date.
• The interaction must be archived.
If these requirements are not met, when attempting to extend the retention of interaction, the
interaction appears in red with the message that retention cannot be extended.

To extend the retention of interactions:

2. On the navigation bar, click Interactions.
The Interactions application appears.
3. Query for the interactions whose retention you want to extend.
• To query according to current retention expiration dates and Extend Retention status, see
Filtering Interactions by Retention Information on page 107.
• For general queries, see the NICE Perform eXpress Interactions Guide: Query and
Playback.
The relevant interactions appear in the Query Results area.
4. Select an interaction whose retention you want to extend. To select more than one interaction,
press the Shift or Ctrl key.
The action buttons are enabled.
Action buttons
Selected interaction
5. Click Extend Retention . Note: If the Extend Retention button does not appear,
retention is not enabled at the site. See the relevant NICE Perform eXpress Installation Guide
for information on enabling retention.

The Extend Retention window appears, and details of the selected interactions are displayed.
Details of the
selected interactions
6. In the Extend retention to field, enter a date that is after the current expiration date. (If no
date appears in the Current Expiration Date column, the interaction is not yet archived, and
its retention cannot be extended.)
In the New Expiration Date column, the date is updated for all the listed interactions.
7. Click OK.
The retention of the interaction is extended. See Filtering Interactions by Retention
Information on page 107 to query for interactions according to their Extend Retention status.

Filtering Interactions by Retention Information
Filtering Interactions by Retention Information

Two of the query options, as described in the NICE Perform eXpress Interactions Guide: Query
and Playback, relate to retention and Extend Retention status. These options appear in the Query
Criteria area. They are:
• Retention Expiration Date: Finds interactions according to the retention date.
• Expired: Finds all interactions whose retention has expired.
• Expires in <number of months> months: Finds all interactions whose retention will
expire in the specified number of months.
• Extended Retention Status: Finds interactions according to whether or not their retention
has already been extended. The possible statuses are:
• In Progress: Request was made to extend the retention of the interaction.
• Retention Extended: Interactions whose retention has been extended.
• Failed: Retention was not extended for the interaction.
Retention query options

Understanding Interaction Details With Extend Retention
Understanding Interaction Details With Extend Retention

After extending retention, the interaction details appear with the Extended Retention status.
Possible statuses are:
• In Progress: Request was made to extend the retention of the interaction.
• Retention Extended: Interactions whose retention has been extended.
• Failed: Retention was not extended for the interaction.
For information on how to expand the interaction details, see the NICE Perform eXpress
Interactions Guide: Query and Playback.

B
Localization - Language Support
NICE Perform eXpress is supported in several languages. To install NICE Perform eXpress, your
machine must be set to English. To configure and use NICE Perform eXpress, your machine must
be set to your local language. The sequence by which you change language settings and install
NICE Perform eXpress is outlined in How to Install NICE Perform eXpress in Languages
on page 110.
Contents
How to Install NICE Perform eXpress in Languages................................................. 110

Setting the Regional Language ................................................................................... 111
Setting Language Preference ...................................................................................... 112
Chapter B: Localization - Language Support 109

How to Install NICE Perform eXpress in Languages
How to Install NICE Perform eXpress in Languages

Use the following workflow to install NICE Perform eXpress in languages other than English.
Table B-1: Language Installation Workflow
What to do... For instructions see...

1. Set the Regional Language to English. Setting the Regional Language on page 111.
2. Install NICE Perform eXpress. See the relevant Installation Guide.
3. Reset the Regional Language to the local Setting the Regional Language on page 111.
language.
4. Set Language Preference so that the local Setting Language Preference on page 112.
language has top priority.
5. Log into NICE Perform eXpress and do the See the relevant Installation Guide.
following:
a. Select local language
b. Change password
c. Activate license

Setting the Regional Language
Setting the Regional Language

Before installing NICE Perform eXpress, the Regional Settings on the NICE Perform eXpress
machine must be set to English.
After the installation is complete, and before logging in to NICE Perform eXpress, reset Regional
Settings to your local language.
To set Regional Language Settings:

1. From the Start menu, select Start > Settings > Control Panel > Regional and Language
Options.
The Regional and Language Options window appears.
2. Select the Regional Options tab.

3. If you are about to install NICE Perform eXpress, complete the following:
a. Select English. Then click OK.
b. See the relevant Installation Guide to install the NICE Perform eXpress software or to run
a silent installation.
4. If you have completed the installation, then before you log in to NICE Perform eXpress,
a. Select you local language. Then Click OK.
b. Continue with Setting Language Preference on page 112.

Setting Language Preference

Before beginning this procedure, confirm that the Regional Language on your machine is set to
your local language. For instructions, see Setting the Regional Language on page 111.
To use NICE Perform eXpress in your local language, the language must have the highest priority
in your Internet Options. Use the following procedure to select a language and set priority.
This procedure must be completed on the NICE Perform eXpress machine and on each
workstation that accesses the NICE Perform eXpress.
The language that has priority determines the language and format of your calendar and how dates
appear on your window. If dates do not appear correctly, verify that the correct language has
priority in the Language Preference window using the following procedure.
To set Language Preferences in Internet Explorer:

1. Open Internet Explorer and select Tools > Internet Options.
The Internet Options window appears.
Figure B-1 Internet Options Window
2. Click Languages.

The Language Preference window appears.
The first language

in the list has priority
3. If your local language does not appear in the list, do the following:
a. Click Add.
The Add Language window appears.
b. Select a language. Then click OK.

If more than one dialect appears for your language, you can select any of them.
The language is added to the list in the Language Preferences window.
4. The Local language must be the first one in the list. To move a language to the top of the list,
select the language. Then click Move Up.
5. Click OK to close the Language Preferences window.
6. Click OK to close the Internet Options window.
7. This procedure must be repeated on each workstation that accesses the NICE Perform
eXpress.

C
Finding Audio Directly from the Recording
Unit
The Find Audio feature enables finding interactions directly from the Recording Unit when the
interactions are not available in the database.
Contents
Overview........................................................................................................................ 116
Finding Audio on the Current Recording Unit - CDR Only ....................................... 117
Retrieving Audio from Version 8.9 Storage Media .................................................... 119
Chapter C: Finding Audio Directly from the Recording Unit 115

Overview
Overview
The Find Audio feature enables finding interactions directly from the Recording Unit when the
interactions are not available in the database. This feature is necessary in two scenarios:
• In CDR environments when the CDR fails to insert interactions into the database and
immediate playback is required. See Finding Audio on the Current Recording Unit - CDR
Only on page 117.
• When interactions are stored on media and are no longer in the database with corresponding
metadata. See Retrieving Audio from Version 8.9 Storage Media on page 119.
The Find Audio feature is accessed from the Interactions application.
Find Audio

Finding Audio on the Current Recording Unit - CDR Only

If the CDR disconnects, it does not insert interactions into the database. While the Total Recording
Solution (TRS) does insert these interactions into the database after a five to eight hour delay,
some environments, such as Trading Floors, require playing back recent interactions without any
delay at all. The Find Audio feature enables playing back interactions directly from the Recording
Unit without the need of the database.
To find audio on the current Recording Unit:

2. In the navigation bar, click Interactions.
3. Click Find Audio .

The Find Audio window appears.
4. Verify that Current Logger is selected.
5. In the Start Time field, click the Time button and select the beginning of a two-hour range
when the interaction took place.
6. In the Stop Time field, click the Time button and select up to two hours after the value in
the Start Time field.
7. Click OK.

The interactions play back in Player. The channel details and time of the interaction appear in
the Player title bar.
Channel Details and Time

Retrieving Audio from Version 8.9 Storage Media

When retrieving audio from a Version 8.9 system, it is retrieved from storage media through
System Management >Backup Management tab, and it is copied to a Recording Unit.
However, it has no metadata associated with it to enable querying for the interactions. By filtering
the audio according to Logger and Channel information on the tape label, the Find Audio feature
enables playing back the required interactions.
You need the following information from the label of the storage media:
• Logger ID
• Channel ID
• Time of the interaction
To retrieve audio from Storage Media

1. Log in to NICE Perform eXpress. See Logging in to NICE Perform eXpress on page 11.
2. In the navigation bar, click System Management.
The System Management application appears.
3. Click the Backup Management tab.
4. In the Media Status area of the Backup Management tab, select Retrieval.
5. Click Apply.
6. Insert the recording media that contains the interactions you want to retrieve. Recording media
is labeled with its Creation Date.
NOTE:
In the Media Status area, verify that Retrieval is selected. If Archive is selected by
mistake, the data on the recording media may be overwritten
7. In the Media Content area, select one or more channels that include the interactions you want
to retrieve.

8. In the From and To fields, enter the date and time of the interactions you want to retrieve. The
time range can be up to two hours.
-or-
Chooser button, and enter a time. The time range can be up to two hours.
9. Click Retrieve.
Retrieval begins. In the Media Status area, the status changes from Ready for Reading to
Retrieving. When the retrieval process is finished, the status changes back to Ready for
Reading.
NOTE:
The retrieval process can take several hours.
10. Click Interactions.

11. Click Find Audio .

The Find Audio window appears.
12. Select External Logger ID and enter the Logger ID included in the tape label.
13. In the Channel field, enter the channel included in the tape label.
14. In the From and To fields, enter the date and time of the interactions you want to retrieve.
-or-
Chooser button, and enter a time.

15. Click OK.

The interactions play back in the Player. The channel details and time of the interaction appear
in the Player title bar.
Channel Details and Time

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NICE Perform eXpress

APAC Region: (Asia/Pacific)

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

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

International Headquarters-Israel North America

NICE Perform ® eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform ® eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform ® eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform ® eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Introducing NICE Perform eXpress............................................................................... 10

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Introducing NICE Perform eXpress

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Logging in to NICE Perform eXpress

To log in to NICE Perform eXpress:

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform eXpress opens.

3. To sign out from NICE Perform eXpress, click Sign out.

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Changing the NICE Perform eXpress Password

To change the NICE Perform eXpress password:

1. On the navigation bar, click Settings and select Change Password.

2. In the Password field, enter your existing password.

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Starting NICE Perform eXpress Applications

To start NICE Perform eXpress applications:

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Which NICE Perform eXpress Guide Do I Need?

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform eXpress

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform eXpress

Locating Documentation for Tools

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform eXpress Tools (Continued)

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

NICE Perform eXpress Tools (Continued)

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

How can I get more NICE Perform eXpress training?

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Getting Started with the System Management Application ........................................ 22

Chapter 2: Viewing System Information and Managing Software Versions 21

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Getting Started with the System Management Application

To open the System Management application:

Navigating through System Management

• Understanding Displayed System Information on page 24

Chapter 2: Viewing System Information and Managing Software Versions 22

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Chapter 2: Viewing System Information and Managing Software Versions 23

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Understanding Displayed System Information

Table 2-1 describes the information in the System View area.

Chapter 2: Viewing System Information and Managing Software Versions 24

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Table 2-1: Information in System View (Continued)

Differences in Data Retention according to Storage Type

Chapter 2: Viewing System Information and Managing Software Versions 25

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Alerts in the System View Area

Warning Alert Critical Alert

Chapter 2: Viewing System Information and Managing Software Versions 26

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

Administrator's Guide - NPX - 3.0

Administrator's Guide - NPX - 3.0