Health Check Reports User Guide - NP - 3 SP4 - 3.1 -3.2 - 3.5

Insight from InteractionsTM

NICE Perform®

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Revision HistoryHealth Check Reports Guide

Revision Modification Date Description

A1 December 2009 • Additional limitations were added.

• Last Backlog is explained in greater detail, in the section on Archiving Backlog and Storage Usage Report.

A2 March 2010 • New support for NICE Perform Release 3.5!

• Limitations section has been updated.

• Installation guidelines for Multi Data Hub environments.

• Voice Archiving Coverage table - The color yellow has been added for results that are below expectations of the % of initiated archiving.

• New tables - Voice Recording Coverage per Logger Table, Voice Recording Coverage per PBX Table.

• New report - Voice Exceptions Report.

A3 June 2010 • Added simulations to the Voice Exceptions Report

A4 August 2010 • Added exceptions to the Voice Exceptions Report

A5 October 2010 • Updated Limitations, What Health Check Reports are Available, and Health Check Report Prerequisites sections

Blank page for double-sided printing.

Contents

NICE Perform® Release 3 SP4, 3.1, 3.2, & 3.5: Health Check Reports Guide (Rev. A5)

7

Contents

1Introducing Health Check Reports 13

What’s in this Guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Control, Recording, and Archiving Data Flow . . . . . . . . . . . . . . . . . . . . . . . . 17Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2Health Check Reports Overview 21

About Health Check Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22What Health Check Reports are Available? . . . . . . . . . . . . . . . . . . . . . . . . 22

Health Check Report Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Removing the Existing Health Check Report Package . . . . . . . . . . . . . . . . . 24Importing the Health Check Reports Template Package. . . . . . . . . . . . . . . . 26Using the Health Check Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Report Time Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Viewing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Configuring Reporter for Running Health Check Reports . . . . . . . . . . . . . . 30Configuring Reporter to Display a Report Summary . . . . . . . . . . . . . . . . . . 30Configuring Execution Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Voice Interactions Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Guidelines to the Interaction Duration of TRS Calls . . . . . . . . . . . . . . . . . . 33Voice Interactions Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Voice Interactions Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Voice Interactions Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Voice Recording Coverage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

8 Contents


Voice Recording Coverage Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Voice Recording Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Voice Recording Coverage Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Voice Recording Coverage per Logger Table . . . . . . . . . . . . . . . . . . . . 42Voice Recording Coverage per PBX Table . . . . . . . . . . . . . . . . . . . . . . 43

Voice Recording Coverage per Initiator Graph . . . . . . . . . . . . . . . . . . . . . . 44

Voice Exceptions Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Voice Exceptions Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Total Amount of Exceptions per Category Graph . . . . . . . . . . . . . . . . . . . . 49Total Amount of Exceptions per Category Table . . . . . . . . . . . . . . . . . . . . . 49Total Amount of Exceptions per Logger Table . . . . . . . . . . . . . . . . . . . . . . . 50Total Amount of Category Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Voice Archiving Coverage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Voice Archiving Coverage Report Parameters . . . . . . . . . . . . . . . . . . . . . . 54Archiving Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Archiving Coverage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Archiving Backlog and Storage Usage Report . . . . . . . . . . . . . . . . . . . . . . . 58Archiving Backlog and Storage Usage Report Parameters . . . . . . . . . . . . . 59Total Archiving Backlog Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Archiving Backlog Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Archiving Backlog per Storage Center Table . . . . . . . . . . . . . . . . . . . . . 62Archiving Backlog per Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Archiving Backlog per Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Total Storage Usage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Archiving Backlog and Storage Usage Table . . . . . . . . . . . . . . . . . . . . . . . 65

Storage Center Activity Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Storage Center Activity Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Archived Calls Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Archiving Status per Storage Center Table . . . . . . . . . . . . . . . . . . . . . . . . . 69Archiving Status per Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Archiving Status per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

9 Contents


3Health Check Report Simulations 71

About the Simulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Total Voice Recording with TRS and Continuous Total Archiving. . . . . . . . 73

About the Site Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Voice Interactions Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Voice Interactions Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Voice Interactions per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Insights Learned from the Voice Interactions Report Simulation . . . . . . 75

Voice Recording Coverage Report Simulation . . . . . . . . . . . . . . . . . . . . . . 76Voice Recording Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Voice Recording Coverage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Voice Recording Coverage per Initiator Graph . . . . . . . . . . . . . . . . . . . 79Insights Learned from the Voice Recording Coverage Simulation . . . . . 80

Voice Exceptions Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Total Amount of Exceptions per Category Graph . . . . . . . . . . . . . . . . . . 82Total Amount of Exceptions per Category Table . . . . . . . . . . . . . . . . . . 83Total Amount of Exceptions per Logger Table . . . . . . . . . . . . . . . . . . . . 83Total Amount of Category Exceptions - Recording Issues . . . . . . . . . . . 84Total Amount of Category Exceptions - IC Failures . . . . . . . . . . . . . . . . 85Insights Learned from the Voice Exception Report Simulation . . . . . . . . 86

Voice Archiving Coverage Report Simulation . . . . . . . . . . . . . . . . . . . . . . . 87Archiving Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Archiving Coverage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Insights Learned from the Archiving Coverage Simulation . . . . . . . . . . . 89

Archiving Backlog and Storage Usage Report Simulation . . . . . . . . . . . . . . 90Total Archiving Backlog Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Archiving Backlog per Storage Center Table . . . . . . . . . . . . . . . . . . . . . 92Archiving Backlog per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Archiving Backlog per Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Storage Usage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Archiving and Storage Usage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Insights from the Archiving Backlog and Storage Usage Simulation . . . 95

Storage Center Activity Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . 96

10 Contents


Storage Center Activity - Archived Calls Graph . . . . . . . . . . . . . . . . . . . 97Archiving Status per Storage Center Table . . . . . . . . . . . . . . . . . . . . . . 97Archiving Status per Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Archiving Status per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Insights Learned from the Storage Center Activity Report Simulation . . 99

Selective Voice & Screen Recording with Partial Continuous Archiving . 100About the Site Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Voice Interactions Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Voice Interactions Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Voice Interactions per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . 102Insights Learned from the Voice Interactions Report Simulation . . . . . 102

Voice Recording Coverage Report Simulation . . . . . . . . . . . . . . . . . . . . . 103Voice Recording Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Voice Recording Coverage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Voice Recording Coverage per Initiator Graph . . . . . . . . . . . . . . . . . . 105Insights Learned from the Voice Recording Coverage Simulation . . . . 106

Voice Exceptions Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Total Amount of Exceptions per Category Graph . . . . . . . . . . . . . . . . . 108Total Amount of Exceptions per Category Table . . . . . . . . . . . . . . . . . 109Total Amount of Exceptions per Logger Table . . . . . . . . . . . . . . . . . . . 109Total Amount of Category Exceptions - Configuration & Mapping Issues .110Total Amount of Category Exceptions - Recording Issues . . . . . . . . . 111Total Amount of Category Exceptions - CTI Related Issues . . . . . . . . 112Total Amount of Category Exceptions - IC Failures . . . . . . . . . . . . . . . 113Insights learned from Voice Exception Report Simulation . . . . . . . . . . 114

Archiving Coverage Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Archiving Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Archiving Coverage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Insights Learned from the Archiving Coverage Report Simulation . . . . 117

Archiving Backlog and Storage Usage Report Simulation . . . . . . . . . . . . . 118Total Archiving Backlog Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Archiving Backlog per Storage Center Table . . . . . . . . . . . . . . . . . . . . 119Archiving Backlog per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . 119Archiving Backlog per Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

11 Contents


Storage Usage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Archiving Backlog and Storage Usage Table . . . . . . . . . . . . . . . . . . . . 121Insights from the Archiving Backlog and Storage Usage Simulation . . 121

Storage Center Activity Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . 121Storage Center Activity - Archived Calls Graph . . . . . . . . . . . . . . . . . . 122Archiving Status per Storage Center Table . . . . . . . . . . . . . . . . . . . . . 122Archiving Status per Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Archiving Status per Logger Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Insights from the Storage Center Activity Report Simulation . . . . . . . . 124

All Calls Recording with Continuous Total Archiving. . . . . . . . . . . . . . . . . 125About the Site Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Voice Interactions Report Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Voice Interactions Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Voice Interactions Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Insights Learned from the Voice Interactions Report Simulation . . . . . 127

Voice Recording Coverage Report Simulation . . . . . . . . . . . . . . . . . . . . . 128Voice Recording Coverage Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Voice Recording Coverage Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Voice Recording Coverage per Initiator Graph . . . . . . . . . . . . . . . . . . 130Insights Learned from the Voice Recording Coverage Simulation . . . . 131

ATroubleshooting 133

1

Introducing Health Check Reports

Health Check Reports display information about the recording and archiving patterns at your site. Presented in the form of graphs and tables, each report is designed to compare the different types of information, such as recording and archiving, for a specified timeframe. Using the Health Check Reports, you can analyze system operation, and identify potential problems within critical system workflows.

Contents

What’s in this Guide? .....................................................................................................14

Terms and Concepts ......................................................................................................15

Control, Recording, and Archiving Data Flow .............................................................17

Limitations.......................................................................................................................19

Chapter 1: Introducing Health Check Reports


13

What’s in this Guide?

What’s in this Guide?You will find the following in this guide:

• Introducing Health Check Reports - basic terms used in the guide, the control, recording and archiving dataflow, and known limitations. This information provides basic and essential background information that will facilitate interpreting your system’s Health Check Reports.

• Health Check Reports Overview - an overview of all the available Health Check Reports, including a description of each report’s parameters, graphs, and tables.

• Health Check Report Simulations - simulated reports designed to instruct how to derive optimal benefit from report results.

NOTE: This guide assumes that you are already familiar with the Reporter application and therefore focuses on the Health Check report functionalities only. To learn about how to use the Reporter application, see the Reporter Guide.

14 Chapter 1: Introducing Health Check Reports


Terms and Concepts

Terms and Concepts Table 1-1 describes some of the terms and concepts used in the guide.

Table 1-2 describes the recording initiators mentioned in the Voice Recording Coverage per Initiator Graph on page 44.

Table 1-1: Terms and Concepts

Term Description

All Calls Recording

Recording configuration in which the NICE Interactions Center always tries to record interactions, even when a matching recording program does not exist. Voice and screen interactions are configured separately.

CTI Interaction A collection of CTI data, business data, participant information, and recording data from the moment the interaction was established until it ended. A CTI interaction can have zero (0) or more recordings, depending on different system parameters, for example, summation, speaker separation, screen recording, and so on. Each time recording is initiated, a recording is created. For example, when a site is configured for Total Recording, in parallel additional recordings for these same interactions may be created via recording rules and user-initiated recordings (ROD or Monitor).

IVR Interactive Voice Response - technology that automates interactions with telephone callers. Historically, IVR solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition. Interactions of short duration are often IVR calls.

Recording (noun) Voice or screen data recorded on a Logger resource according to interaction data. A physical recording can be associated with one or more interactions and can only occur between the time the interaction starts and stops. A physical recording that is associated with multiple interactions can occur when your site is recording turrets with multiple speakers. In this scenario, multiple interactions may arrive simultaneously on the same trunk, causing one physical recording to be created for each of the simultaneous interactions.

Selective Recording

Rule-based recording, using CTI parameters and business data information to selectively determine which interactions will be recorded.



Terms and Concepts

Total Recording Recording configuration in which the Logger is set to record all the time, regardless of whether interactions exist on the lines. Total Recording is used mostly for compliance, risk management and dispute management purposes.

TRS In the Total Recording environment, sometimes interactions are recorded on the Logger while their metadata or interaction details are not recorded in the database, for example, in the case of a CTI failure. When TRS is installed at your site, the TRS will periodically search your Loggers for such interactions. If found, the TRS will insert the metadata or call details for these interactions into the Interactions database. During insertion, these calls are attributed to the default user called User Basic Recordings.

Table 1-2: Recording Initiators

Initiator Description

Total Recording Recording initiated by a system configured for continuous recording. See Total Recording in Table 1-1: Terms and Concepts.

TRS Recording details inserted via the TRS. See TRS in Table 1-1: Terms and Concepts.

Recording Rules Recording initiated by rules configured in the Rules Manager.

User-Initiated Recording initiated directly by the user, for example, via ROD or Monitor.

Table 1-1: Terms and Concepts (Continued)

Term Description



Control, Recording, and Archiving Data Flow

Control, Recording, and Archiving Data FlowUnderstanding the recording and archiving data flow is the key to knowing your system. Using this knowledge, you will be able to recognize the difference between a healthy system report and a report that may indicate a problem. Furthermore, understanding the flow will enable you to isolate exactly where the glitch in the system lies.

This section provides a schematic diagram of the basic recording and archiving data flow.Figure 1-1 Schematic Diagram of the Recording and Archiving Data Flow

Referring to Figure 1-1, the recording and archiving data flow is as follows:

1. A Start Call event is processed by the NICE Interactions Center.

2. NICE Interactions Center sends the Logger a request to record the interaction and inserts a table entry in the Recording table in the database.

- and/or -

From the ROD or Monitor application, the user activates a user-initiated recording request.

3. If for any reason, the interaction’s metadata fails to enter the Recording table, but the Logger records the call, if TRS is installed at your site, the TRS will later insert this table entry into the Recording table in the database.

4. Guided by the archiving rules, the Rules Engine decides whether the entry (recording) needs to be archived. If so, the Rules Engine inserts an entry in the Archiving table in the database.

Voice

NICE Interactions

Rules Manager & Rules Engine -NICE Perform Applications Server

Storage

PABX

Temporarystorage area

Database

Storage

Recording&Archivingtables

4

5

1

3Center

Logger Center

Area

ESM

2

2 2

6



Control, Recording, and Archiving Data Flow

5. Storage Center reads from the Archiving table and queries the Logger for the audio. Then Storage Center copies the audio from the Logger to the Storage Area.

6. If your site includes massive storage (ESM), the interaction will now be copied to this location as well.



Limitations

Limitations

• Heavily populated databases (containing more than 5 million calls):

• When installing the Health Check Reports package on the Data Mart server for the first time (not a Health Check Reports upgrade), the installation may take up to several hours. Do not stop the package installation process in the middle!

To minimize installation time, before you install the Health Check Reports package, it is highly recommended to stop the SQL Server Agent service on the Data Mart server. After the Health Check Reports package installation process completes, you must restart this service.

• Reports may take 10 minutes or more to generate.

• When you run a report defined for the Last 30 Days, the report may time out. In this case, results will not appear. If this happens, define the report timeframe to the Last 7 Days.

• If you run any one of the archiving reports immediately after the Health Check Reports package is installed, report results will be missing archiving details. To ensure that all archiving details are included in all archiving reports, perform the procedure described in TN0884: Running Archiving Health Check Reports for the First Time.

• Voice Interactions and Voice Recording Coverage reports:

• If you run these reports immediately after the Health Check Reports package is installed, report results will be missing. To ensure that these reports’ results will appear, wait until the start of the next hour.

• When running the NICE Perform Applications and Database Suites for Release 3.1, the dates in the x-axis in the graphs appear according to a fixed format and not according to the client’s regional settings.

• Voice Recording Coverage report:

• You can add up to 165 items (agents or groups) in the Agents report parameter. If you try to create more than 165 items, Reporter will display an error.

• If the total number of agents for the selected groups exceeds 2000, an error will occur.

These limitations are relevant for all NICE Perform releases.

• Archiving Backlog and Storage Usage report: The Archiving Backlog graph sometimes shows negative values on the y-axis. If the backlog is zero (0) at any point during the defined timeframe, the y-axis will indicate -6 to 6.

• Language Pack localization support is only for NICE Perform Release 3.1 Update Pack 13 and above.

• The Voice Recording Coverage, Voice Exceptions Report, and Voice Interactions reports are limited to the last 30 days, even if you define a larger timeframe for the report.

NOTE: System behavior can vary considerably, depending on the size of the database and Data Mart host machine specifications.



Limitations

• Tracking of a user belonging to a group over history: If a user was moved from one group to another, and reports are filtered according to the group to which the user was moved, all the call details of this user will be displayed, including the details from the calls that he made when he was still in the previous group.

• Make sure that the Reporter Execution Timeout value is configured to 25 minutes. When scheduling different Health Check reports, verify there exists a time lapse of at least 25 minutes between each report’s scheduled execution.

See Configuring Execution Timeout on page 32.

• If you upgrade your system from NICE Perform Release 3.2 to NICE Perform Release 3.5, the Storage Center Activity report will only include results from the upgrade installation date and later.

• Sites running NICE Perform Release 3 SP4: To run the Health Check Reports, your system must be deployed with Microsoft SQL Server Version 2005.

• When initially selecting a report, dummy report results are displayed. Correct report results will display only after the report is run.

• After deploying Update Pack 3.1.14 or higher, or the Feature Pack on top of Update Packs 3.1.9-12:

• Archiving data - Archiving details in the relevant Health Check Reports are available only from the update/feature pack installation date and not before. This limitation is the same for sites that ran the previous Health Check Reports package prior to this installation.

• Recording data- All recording details are available in all the relevant Health Check Reports.

• To ensure that the Health Check Reports run properly, the following services must have the same logon parameters:

• NICE Reporter Engine

• NICE Reporter Scheduler

• Report Application Server



2

Health Check Reports Overview

This chapter provides an overview of each of the Health Check Reports.

Contents

About Health Check Reports .........................................................................................22

Health Check Report Prerequisites...............................................................................23

Removing the Existing Health Check Report Package...............................................24

Importing the Health Check Reports Template Package ............................................26

Using the Health Check Reports ...................................................................................28

Configuring Reporter for Running Health Check Reports..........................................30

Voice Interactions Report ..............................................................................................33

Voice Recording Coverage Report................................................................................38

Voice Exceptions Report................................................................................................45

Voice Archiving Coverage Report.................................................................................52

Archiving Backlog and Storage Usage Report ............................................................58

Storage Center Activity Report .....................................................................................66

NOTE: This guide assumes that you are already familiar with the Reporter application and therefore focuses on the Health Check report functionalities only. To learn about how to use the Reporter application, see the Reporter Guide.

Chapter 2: Health Check Reports Overview


21

About Health Check Reports

About Health Check ReportsHealth Check Reports are used for monitoring your system’s recording and archiving behavior along a user-defined timeline. Using the Health Check Reports, you will become familiar with your system’s behavior and will learn to differentiate between normal behavior and system behavior that requires attention.

Health Check Reports must be designed according to your system’s configuration and known patterns. When initially working with the reports, you may need to define report settings and run a report more than once in order to achieve optimal report results. This process of fine-tuning a report’s configuration is considered normal and expected, since the more consideration you put into your report’s configuration, the more accurate the report results will be. Your familiarity and knowledge of your system’s configuration will facilitate this process and minimize required fine-tuning cycles. Finally, during the fine-tuning process, you will learn to recognize a report with usable information, and to differentiate between a trend that needs attention with a trend that is in actuality not indicative of any problem whatsoever. Once set to maximum satisfaction, reports can be scheduled to run at the appropriate time periods.

What Health Check Reports are Available?

The Health Check Reports are divided into the following categories:

• Basic Health Check Reports

The Voice Interactions, Voice Recording Coverage, and Voice Archiving Coverage reports provide information about voice recordings only. The Archiving Backlog and Storage Usage report provides information about all interaction types, including voice and screen.

• Voice Interactions Report on page 33

• Voice Recording Coverage Report on page 38

• Voice Archiving Coverage Report on page 52

• Archiving Backlog and Storage Usage Report on page 58

• Advanced Health Check Reports

• Storage Center Activity Report on page 66

The Storage Center Activity report provides information about all interaction types, including voice and screen.

• Voice Exceptions Report on page 45

The Voice Exceptions Report enables advanced analysis of voice recording failure at your site.

NOTE: This report provides information about voice recordings only.

22 Chapter 2: Health Check Reports Overview


Health Check Report Prerequisites

Health Check Report Prerequisites Before importing the Health Check Reports package, do the following.

1. Install the NICE Perform Applications Suite on all Data Hubs.

2. Install the Data Mart and Reporter applications on one Data Hub only.

Best practice: Install Data Mart on the primary Data Hub. Install Reporter on the Data Mart server.

3. Install the relevant Patch Pack, Update Pack, or Feature Pack as described below. All Feature Packs and Update Packs can be accessed from the NICE Download Center.

4. If you have previous Health Check Report packages installed, remove these reports. See Removing the Existing Health Check Report Package on page 24.

Table 2-1: Prerequisites for Running Health Check Reports

If your site is running... Install the following

NICE Perform Release 3 SP4 (deployed with SQL 2005 only)

• Patch Pack for the NICE Perform Applications Server (updates Reporter client)

• Patch Pack for the Reporter Server

NICE Perform Release 3.1, Update Packs 1 through 8

• The following Update Packs:

• Update Pack for the NICE Perform Applications Server (updates Reporter client) 3.1.14 or higher

• Update Pack for the Reporter Server 3.1.14 or higher

or

• Update Pack 9, 10, 11, or 12 and then the Feature Pack for Release 3.1. See TN0878: Health Check Reports Feature Pack.

NICE Perform Release 3.1, Update Packs 9 through 12

• The following Update Packs:

• Update Pack for the NICE Perform Applications Server (updates Reporter client) 3.1.14 or higher

• Update Pack for the Reporter Server 3.1.14 or higher

or

• Feature Pack for Release 3.1. See TN0878: Health Check Reports Feature Pack.

NICE Perform Release 3.2 • Update Pack 5 (3.2.5) or higher and its corresponding Update Packs for the Applications and Reporter Servers



Removing the Existing Health Check Report Package

Removing the Existing Health Check Report PackageBefore importing the Health Check Reports for Update Pack 3.2.4, if you are already running Health Check Reports for NICE Perform Release 3.2, you must first remove the existing package.

To remove the existing Health Check Reports package:

1. From the NICE Perform Applications Suite, open the Reporter application and click the Administration tab.Figure 2-1 Reporter Applications - Administration Tab

2. Expand the Report Templates branch.

3. Right-click Health Check Reports - Recording, and select Delete Category.Figure 2-2 Health Check Reports - Recording - Delete Category

4. Right-click Health Check Reports - Storage Center, and select Delete Category.

5. Click the Data Entities branch and delete all the Health Check Report data entities.

Administration tab



Removing the Existing Health Check Report Package

To delete a data entity, in the Manage Data Entities area, right-click a data entity and select Delete.Figure 2-3 Data Entities Branch

6. Click Save .

7. Proceed to Importing the Health Check Reports Template Package on page 26.

ManageDataEntitiesarea



Importing the Health Check Reports Template Package

Importing the Health Check Reports Template PackageImporting the Health Check Reports template package involves importing an .NTP (NICE Template Package) file. After you import the template package, you must determine which users will have access to the Health Check Reports, and assign access privileges to these users.

Before importing the Health Check Reports for Update Pack 3.2.5, if you are already running Health Check Reports for NICE Perform Release 3.2, you must first remove the existing package. See Removing the Existing Health Check Report Package on page 24.

To import the Health Check Reports template package:

1. Log in to NICE Perform.

2. In the navigation bar, click Reporter.

3. Click .

The Administration view appears. The template packages that were previously imported appear below the Report Templates branch.Figure 2-4 Reporter Application - Report Templates Branch

4. Select the Report Templates branch.

5. From the Actions menu, select Import Package or right-click and select Import Package.

A standard selection window appears.

6. Browse to the location of the Health Check Reports .ntp file and click Open.

The Import Package window appears displaying the package and its contents (the data entities and templates).



Importing the Health Check Reports Template Package

Figure 2-5 Import Package Window

In most cases, you will import all data entities and templates.

However, if the version number of the data entity in the package is older than a data entity that was previously imported or if the data entity requires a database domain that does not exist at your site, the data entity and its associated templates will be disabled.

7. Click Import.

The package containing the templates are imported. The package name appears as a branch under Report Templates. You can expand the branch to view its templates.

8. Configure user privileges for the Health Check Reports.

For general guidelines on using Health Check Reports, see Using the Health Check Reports on page 28. For complete instructions on defining user privileges, see the User’s Administrator Guide.

9. Proceed to Configuring Reporter for Running Health Check Reports on page 30.



Using the Health Check Reports

Using the Health Check Reports This section provides basic guidelines to enable you to get started with Health Check Reports.

User Privileges

When defining a new profile in the Users Administrator, the Basic HCR and Advanced HCR privileges must be selected. See below:Figure 2-6 User Privileges for Health Check Reports

The best practice is to define a user with the Basic HCR profile. This enables the user to run all Basic Health Check Reports. Then, for the user who is trained and able to run and analyze advanced HCR reports, define another user with the Advanced HCR profile.

For complete instructions on privileges and user profiles, see the Users Administrator Guide.

IMPORTANT To ensure that the Health Check Reports run properly, make sure that the following services have the same logon parameters:

• NICE Reporter Engine

• NICE Reporter Scheduler

• Report Application Server



Using the Health Check Reports

Report Time Formats

When you run a report from your client workstation, the time format will be according to your workstation’s regional settings. When running scheduled reports, the time format will be according to the regional settings defined on the NICE Perform Web server. Check that both client and server side date formats are the same.

Available formats are shown below:

• dd/mm/yyyy or dd.mm.yyyy (day, month, year)

• mm/dd/yy or mm/dd/yyyy (month, day, year)

• yyyy-mm-dd (year, month, day)

Viewing Reports

When initially selecting a report, dummy report results are displayed. Correct report results will display only after the report is run.



Configuring Reporter for Running Health Check Reports

Configuring Reporter for Running Health Check ReportsBefore your start running Health Check Reports, do the following:

• Configure Reporter to display a report summary on each report page.

The report summary lists report parameters. These are essential details for whoever is analyzing report results.

See Configuring Reporter to Display a Report Summary (below).

• Configure Execution Timeout to 25 minutes.

In heavily populated databases, report generation may take longer. Enlarging the Execution Timeout value ensures that reports run smoothly until completion.

See Configuring Execution Timeout on page 32.

Configuring Reporter to Display a Report Summary

To configure Reporter to display a report summary on each report page:



3. Click .

The Administration view appears. The Report Templates branch lists the available template packages.

4. In the Report Templates branch, select a report.

5. Click the Formatting tab.

6. Select Display Report Summary Page and select a Location.

See Figure 2-7 on page 31.




Figure 2-7 Formatting Tab

7. Click Save .

8. To configure additional reports to display the report summary page, repeat steps 4-7.

Display Report Summary Page




Configuring Execution Timeout

This section describes how to configure Execution Timeout to the optimal setting for running Health Check Reports.

To configure Execution Timeout:



3. Click .

The Administration view appears. The Report Templates branch lists the available template packages.

4. Select General Parameters.

5. In the Execution Timeout field, enter 25.

See Figure 2-8 on page 32.Figure 2-8 General Parameters - Execution Timeout

6. Click Save .

Execution Timeoutconfigured to 25 minutes



Voice Interactions Report

Voice Interactions ReportThe Voice Interactions Report provides information about voice recordings only. The Voice Interactions Report includes the following:

• Voice Interactions Graph on page 36 - shows information about the recorded interactions as defined in the report parameters, for the defined time period, divided according to interaction length. Whether an interaction is considered short, normal, or long, is determined by a user-defined threshold defined in the report parameters.

• Voice Interactions Table on page 37 - shows information about the recorded interactions as defined in the report parameters, for the defined time period, divided according to interaction length, categorized by Logger. In addition, the number of short, normal, and long TRS interactions are indicated.

Guidelines to the Interaction Duration of TRS Calls

Call duration or length of TRS calls, is an important factor in determining whether these calls are considered normal, or if a problem exists that requires attention. The following guidelines provide tips to analyzing TRS calls based on duration:

• Short Calls - may indicate IVR calls. These calls may have been recorded before they were answered by the agents. If your report indicates an unexpectedly high number of short calls, you may need to redefine the TRS threshold. See the System Administrator’s Guide.

• Normal Calls - may indicate problems with CTI connectivity. Check the CTI connectivity.

• Long Calls - may indicate that specific channels have excessive static noise. In this case, to troubleshoot which Loggers contain the long TRS calls, see the report’s Voice Interactions table (Voice Interactions Table on page 37).

See Figure 2-9.




Figure 2-9 Voice Interactions Report

From here, you pagethrough the report

Report parameters

Page 1 - Voice Interactions Graph




Voice Interactions Report Parameters

The Voice Interactions Report parameters are described below.

Table 2-2: Voice Interaction Report Parameters

Parameter Options & Description Recommended Setting & Comments

Trend by • Daily (default) - shows information for each day in the defined time period

• Weekly - shows information for each week in the defined time period

Daily

Interactions recording status

• All Interactions

• Recorded Interactions

All Interactions

Interaction Type • All interactions

• TRS interactions only

• Exclude TRS calls

All interactionsImportant: When choosing All interactions or TRS Interactions only, you must define the Direction as Any.

Interaction duration below (sec)

Define the threshold in seconds, for interactions that will be categorized as short interactions.

Tip: You may want to coordinate the Interaction duration below and Interaction duration above values defined here, with default TRS and Logger Session Duration values. The default TRS threshold = 10 seconds.The default Logger Session Duration value >= 210 minutes. To change these default values, see the System Administrator’s Guide.

Interaction duration above (min)

Define the threshold in minutes, for interactions that will be categorized as long interactions.

Date Range • Last 7 days (default)

• Last 30 days

• Last 60 days

• Custom range (up to 6 months)

Last 7 daysBest practice: To exclude the current day from the specified Date Range, select Shift back 24 hours. This ensures that results include TRS calls up until the last complete 24-hour time period only. For example, if the Date Range is from June 10th to June 15th, the report will show data from June 9th to June 14th only.




Voice Interactions Graph

Referring to Figure 2-10, the Voice Interactions graph shows the recorded interactions as defined in the report parameters, categorized according to interaction length. Whether an interaction is considered short, normal, or long, is determined by a user-defined threshold defined in the report parameters. The y-axis indicates interaction percentage. The x-axis indicates the defined time period of the report. The bars in the chart indicate the number of interactions considered short, normal, and of long duration.Figure 2-10 Voice Interactions Graph

Direction • Incoming

• Outgoing

• Internal

• Any

Any

Table 2-2: Voice Interaction Report Parameters (Continued)





Voice Interactions Table

The Voice Interactions table shows the recorded interactions as defined in the report parameters for the defined time period, divided according to interaction length, and categorized by Logger. In addition, the number of short, normal, and long TRS interactions are indicated.

When you defined TRS interactions only or Exclude TRS calls as the Interaction Type report parameter, the Voice Interactions table shows zero values for the Interactions or TRS interactions columns respectively. However, regardless of whether you defined TRS calls or not, the Total Amount of Interactions column will always show the number of interactions that occurred during the defined time period.

See Figure 2-11.Figure 2-11 Voice Interactions Table

NOTE: The table may not contain Logger values in the first line (ID, Alias, and Host Name). This can occur when interaction details were registered in the database but the call was not recorded. In this case, there is no Logger ID. For example, interactions with Exception #15 - unmapped voice recording.

Logger ID



Voice Recording Coverage Report

Voice Recording Coverage ReportThe Voice Recording Coverage Report provides information about voice recording interactions only. The Voice Recording Coverage report includes the following:

• Voice Recording Coverage Graph on page 40 - compares the total number of interactions for the specified groups of agents, with the number of interactions that were initiated for recording, and the number of interactions that were actually recorded. The trend is displayed along a predefined time frame.

• Voice Recording Coverage Tables on page 41 - compares the total number of interactions for the specified groups of agents, with the number and percentage of interactions that were initiated for recording, and the number and percentage of interactions that were actually recorded. The data is presented according to date.

• When the % of recorded interactions equal or exceed expectations, results appear in green.

• When the % of initiated recording values are below expectations, results appear in yellow.

• When the % of recorded interactions are below expectations, results appear in red.

• Voice Recording Coverage per Initiator Graph on page 44 - indicates the number and percentage of recorded interactions according to recording initiator.

See Figure 2-12.Figure 2-12 Voice Recording Coverage Report

Report parameters

Page 1 - Voice Recording Coverage Graph





Voice Recording Coverage Parameters

The Voice Recording Coverage Report parameters are described below.

Table 2-3: Voice Recording Coverage Report Parameters




Daily

Exclude internal interactions

• No - includes all interactions

• Yes - excludes internal calls, relevant to environments that are not interested in internal calls.

NoNote: If internal interactions are not recorded at your site (for example, if your site is configured for trunk-side recording), select Yes.

Recording Requirements %

Base your definition on expectations. Site configured for Total Recording: Define 100%. Site configured for Selective Recording: Define X% where X = recording requirements for your site based on business needs or regulatory enforcement.Note: Pay attention to specific groups of agents with specific recording coverage requirements.


• Last 30 days

• Last 60 days



Recording Properties

• Loggers

• PBXs

All Loggers and PBXs




Voice Recording Coverage Graph

Referring to Figure 2-13, the Voice Recording Coverage graph compares all the reported interactions with the recording-initiated interactions, and with the actual number of interactions that were recorded. The y-axis indicates the total number of interactions. The x-axis indicates the defined time period of the report.Figure 2-13 Voice Recording Coverage Graph

Agents • All agents

• Specific group(s) of agents

All agentsNote: Pay attention to specific groups of agents with specific recording coverage requirements.

Table 2-3: Voice Recording Coverage Report Parameters (Continued)





The bars in the Voice Recording Coverage graph represent the following:

• All Interactions - the number of interactions that matched the selected filters regardless of their recording status.

To understand at which stage in the recording process this information is derived, see the Control, Recording, and Archiving Data Flow on page 17, steps 1 and 3.

• Recording initiated - the number of interactions that matched the selected filters and recording was attempted regardless of their status.

To understand at which stage in the recording process this information is derived, see the Control, Recording, and Archiving Data Flow on page 17, step 2. With Total Recording, the Logger is always considered the initiator. With Selective Recording, the recording initiator may be ROD, Monitor, or a rule in the Rules Manager.

• Recorded - the number of interactions that were successfully recorded, out of the number of interactions initiated for recording.

In the event that multiple recording initiators attempted to record one interaction, and only one of the initiators succeeded, this interaction will be considered recorded. However, the Recorded category includes only those interactions whose status is Recorded or Partially Recorded. Interactions with exceptions will be excluded from this category.

An interaction can consist one or more recordings. And an interaction will be considered recorded, even if only one of its recordings succeeded.

Voice Recording Coverage Tables

This section describes the Voice Recording Coverage tables. Similar to the Voice Recording Coverage graph, the Voice Recording Coverage tables compare all the reported interactions with the recording-initiated interactions, and with the actual number of interactions that were recorded. In addition, the Voice Recording Coverage tables show the percentage of recordings that were initiated, and the percentage of interactions that were actually recorded.

The percentages shown in the table are calculated as follows:

• % of initiated recording = ((Recording initiated)/(All interactions))*100

• % of recorded interactions = ((Recorded interactions)/(Recording initiated))*100

When the % of recorded interactions equal or exceed expectations, results appear in green.

When the % of initiated recording values are below expectations, results appear in yellow.

When the % of recorded interactions are below expectations, results appear in red.

In Figure 2-14, all percentages met expectations, therefore, all of the percentage values appear in green.

EXAMPLE: 1. During a call, the user started recording via the ROD application. 2. Recording failed. 3. A few seconds later, the user once again started ROD. This time recording succeeded. The call will be considered a recorded interaction.




Figure 2-14 Voice Recording Coverage Table

Voice Recording Coverage per Logger Table

The Voice Recording Coverage per Logger table shows all the information that is displayed in the Voice Recording Coverage table, divided according to Logger. Figure 2-15 Voice Recording Coverage per Logger Table




Voice Recording Coverage per PBX Table

The Voice Recording Coverage per PBX table shows all the information that is displayed in the Voice Recording Coverage table divided according to PBX (switch).Figure 2-16 Voice Recording Coverage per PBX Table

NOTE: The table may not contain Logger values in the first line (ID, Alias, and Host Name). This can occur when:• Interaction details were registered in the database but the call was not recorded. In

this case, there is no Logger ID. For example, interactions with Exception #15 - unmapped voice recording.

• Interactions were recorded on Loggers that are no longer configured (were deleted) in NICE Perform.

NOTE: The table may not contain PBX values in the first line (ID, Alias Name). This occurs when interactions with exceptions are associated with a PBX that is no longer configured in NICE Perform.




Voice Recording Coverage per Initiator Graph

The Voice Recording Coverage per Initiator graph shows the same information displayed in the Voice Recording Coverage Graph on page 40, but groups the information according to recording initiator. An interaction with multiple recording initiators is categorized in the graph according to the following priority:

• TRS - when the TRS is a recording initiator, this is the only recording initiator.

• Total Recording - interactions whose recordings were initiated by Total Recording, a recording program, and ROD, are grouped with Total Recording as their recording initiator.

• Recording Rules - interactions whose recordings were initiated by recording rules and ROD are grouped with Recording Rules as their recording initiator.

• User-initiated - for example, Monitor or ROD.

To better understand from where this information is derived, see the Control, Recording, and Archiving Data Flow on page 17. For a description of the recording initiators, see Table 1-2: Recording Initiators on page 16.

The y-axis indicates the total number (100%) of interactions categorized according to initiator. The x-axis indicates the defined timeframe. See Figure 2-17. Figure 2-17 Voice Recording Coverage per Initiator Graph



Voice Exceptions Report

Voice Exceptions ReportThe Voice Exceptions Report is an Advanced Health Check Report, designed to enable advanced analysis of any voice recording failure at your site. This report is based on voice-related exceptions information according to the user filter selection. It can indicate specific issues regarding exception categories and specific exception types. Use this report to identify voice recording irregularities and problems in recording.

The Voice Exceptions Report includes the following:

• Total Amount of Exceptions per Category Graph on page 49 - shows information about the voice exceptions as defined in the report parameters, for the defined time period, divided according to the different report exception categories.

• Total Amount of Exceptions per Category Table on page 49 - shows information about the voice exceptions as defined in the report parameters, for the defined time period, divided according to the different report exception categories. This information is shown in a tabular format, allowing the user to view the exact exception number for each category for each day.

• Total Amount of Exceptions per Logger Table on page 50 - shows the amount of exceptions that are related for each logger, for the defined report parameters, divided according to the different report exception categories.

• Total Amount of Category Exceptions on page 51 - Each exception category has a designated report page, showing detailed information for the exact number of exceptions that occurred for each exception type, for that category. In addition, detailed information (exception meaning and possible causes) is shown for the exception types that have occurred.

The Voice Exceptions Report can be used in conjunction with the Voice Recording Coverage Report on page 38. Results derived from the Voice Recording Coverage Report provide information about the interactions' recording flow and can reveal possible voice recording problems manifested as gaps between the All Interactions, Recording Initiated, and Recorded Interactions results. The Voice Exceptions Report complements the Voice Recording Coverage Report, providing essential information that can explain these gaps, using exceptions as its point of reference. Using the Voice Exceptions Report, the user can efficiently isolate voice recording problems and optimize problem solving.


NOTE: This report enables the analysis of voice recordings only.




Figure 2-18 Voice Exceptions Report

Voice Exceptions Report Parameters

The Voice Exceptions Report parameters are described below.

Table 2-4: Voice Exceptions Report Parameters




Daily




Date Range • Last Month (Date To Date)

• Last Year (Date To Date)

• Last Full Week

• Last Full Month

• Last 7 days (default)

• Last 14 days

• Last 30 days

• Last 60 days

• Last 90 days

• Month To Date

• Year To Date

• Last Full Year

• Last Full Day

• Custom range

Last 7 days Note: This report is limited to the last 30 days, even if you define a larger date range for the report.

Exception Category

• Configuration & Mapping Issues

• Recording Issues

• CTI Related Issues

• Resources Issues

• Connectivity Issues

• IC Failures

• All categories are selected by default

Choose all exception categories.

Table 2-4: Voice Exceptions Report Parameters (Continued)





Exceptions • Configuration & Mapping Issues - 15, 41

• Recording Issues - 9, 12, 37

• CTI Related Issues-1, 2, 3, 5, 10, 11, 23, 25, 27, 29, 38

• Resources Issues - 7, 28, 44, 45

• Connectivity Issues - 8, 17, 20, 43

• IC Failures - 18, 24, 26, 30, 31, 33, 34, 35, 36, 39, 40, 42, 46, 47

Note:

• By default, when you select a category, all of its exceptions are selected. However, you can select specific exceptions. Then only the selected exceptions will appear in the report.

• Some of the exceptions listed above may not appear in the Exceptions list. This list is determined by the version of NICE Perform that is installed at the site.Example: Exception 44 (EXCEPTION_PARTICIPANTS_NUM_EXCEEDED) will only appear if NICE Perform Release 3.5 or above is installed.

Choose all exception types.

Table 2-4: Voice Exceptions Report Parameters (Continued)





Total Amount of Exceptions per Category Graph

Referring to Figure 2-19, the Total Amount of Exceptions per Category graph shows the number of exceptions that occurred, divided according to the different report exception categories. The y-axis indicates the total number of exceptions that occurred per category. The x-axis indicates the defined time period of the report.Figure 2-19 Total Amount of Exceptions per Category Graph

Total Amount of Exceptions per Category Table

The Total Amount of Exceptions per Category table shows all the information displayed in the Total Amount of Exceptions per Category Graph on page 49 in table format, enabling the user to view the exact exception number for each category for each day.Figure 2-20 Total Amount of Exceptions per Category Table




Total Amount of Exceptions per Logger Table

The Total Amount of Exceptions per Logger table enables you to monitor a system with multiple Loggers. Using this table, you can identify problematic Loggers with specific (one or more) exception categories.Figure 2-21 Total Amount of Exceptions per Logger Table

NOTE: The table may not contain the Logger Alias Name in the first line. This occurs when interaction details were registered in the database but the call was not recorded. In this case, there is no Logger ID. For example, interactions with Exception #15 - unmapped voice recording.




Total Amount of Category Exceptions

Each exception category has a drill-down dedicated report page that displays detailed information about the category’s exceptions, a description of each exception, and possible causes for the exception. This enables the user a useful foundation for investigating voice recording problems.

For a complete list of interaction exceptions and recommended actions, see the Interactions Exceptions Guide.Figure 2-22 Total Amount of Category Exceptions



Voice Archiving Coverage Report

Voice Archiving Coverage Report In contrast to the Archiving Backlog and Storage Usage Report on page 58 and Storage Center Activity Report on page 66, which provide information about voice and screen recordings, the Voice Archiving Coverage Report provides information about voice recordings only.

This report includes the following:

• Archiving Coverage Graph on page 56 - compares all recordings with recordings that were sent to archive, and with the number of recordings that were successfully archived. The trend is displayed along a predefined timeframe.

• Archiving Coverage Table on page 57 - compares the total number of recordings, with the number and percentage of recordings that were initiated for archiving, and the number and percentage of recordings that were successfully archived. The data is presented according to date.

The Voice Archiving Coverage Report can be used in conjunction with the Voice Recording Coverage Report on page 38. Where results derived from the Voice Recording Coverage Report provide us with information about the interactions’ recording flow, the Voice Archiving Coverage Report provides information about the archiving process, using recordings as its point of reference. For information about the difference between an interaction and a recording, see Terms and Concepts on page 15.

Using the Control, Recording, and Archiving Data Flow on page 17 as your aid, you can analyze results and pinpoint at which stage in the data flow, an error or problem may have occurred.




Figure 2-23 Voice Archiving Coverage Report

From here, you can page through the reportReport parameters

Page 1 - Archiving Coverage Graph




Voice Archiving Coverage Report Parameters

The Voice Archiving Coverage Report parameters are described below.

Table 2-5: Voice Archiving Coverage Report Parameters


Archiving Requirements %

Base your definition on expectations.

Site configured for Total Archiving: Define 100%. Site configured for Selective Archiving: Define X% where X = archiving requirements for your site based on business needs or regulatory enforcement.See Archiving Coverage Table on page 57.

Note:

• Pay attention to specific groups of agents with specific archiving coverage requirements.

• When the % of archived interactions is equal to or above the defined Archiving Requirements %, the number displayed in the Archiving Coverage Table appears in green. When the % of initiated archiving values are below expectations, the value appears in yellow. When the % of archived recordings values are below expectations, the value appears in red.

• If the % of initiated archiving result is below the Archiving Requirements % set by the user, it does not necessarily mean that an archiving rule failure occurred. Rather, this may only indicate that the user needs to fine-tune the Archiving requirements % value according to site-specific archiving rules.



Daily

Exclude internal interactions

• No - includes all interactions

• Yes - excludes internal calls, relevant to environments that are not interested in internal calls.

NoNote: If internal interactions are not recorded at your site (for example, if your site is configured for trunk-side recording), select Yes.





• Last 30 days

• Last 60 days



Table 2-5: Voice Archiving Coverage Report Parameters (Continued)





Archiving Coverage Graph

Referring to Figure 2-24, the Archiving Coverage graph compares all the recordings with the recordings that were sent to archive, and with the number of recordings that were successfully archived. The y-axis indicates the number of recordings. The x-axis indicates the defined time period of the report.

The bars in the graph represent the following:

• Recorded - the number of recordings that were successfully recorded by the Logger.

The Archiving Coverage graph uses recordings as its point of reference only, and must not be measured and/or compared with the recorded interactions shown in the graphs and tables included in the Voice Recording Coverage Report on page 38.

• Sent to archive- the number of recordings that the Rules Engine sent to archive.

To learn from where this information is derived, see the Control, Recording, and Archiving Data Flow on page 17, step 4.

• Archived - the number of recordings that were successfully archived.

To learn from where this information is derived, see the Control, Recording, and Archiving Data Flow on page 17, steps 5-6.

Figure 2-24 Archiving Coverage Graph

NOTE: If you configured your system to enable duplicate archiving, for example, when multiple rules overlap and request archiving for the same audio, the Sent to Archive bar may indicate more recordings than the Recorded bar.




Archiving Coverage Table

The Archiving Coverage table shows all the information displayed in the Archiving Coverage Graph on page 56 plus the percentage of recordings for which archiving was initiated, and the percentage of recordings that were successfully archived.

The percentages shown in the table are calculated as follows:

• % of initiated archiving = ((Sent to archive)/(Recorded recordings))*100

• % of archived recordings = ((Archived recordings)/(Sent to archive))*100

When the % of initiated archiving or % of archived recordings values are equal to, or exceed, expectations, the value appears in green.

When the % of initiated archiving values are below expectations, the value appears in yellow.

When the % of archived recordings values are below expectations, the value appears in red.

In Figure 2-25, you can see that the percentage of recordings for which archiving was initiated did not meet expectations. These values appear in red. On the other hand, on all days except for one, of all the recordings sent to archive, the percentage of recordings that were actually archived did meet expectations. Figure 2-25 Archiving Coverage Table



Archiving Backlog and Storage Usage Report

Archiving Backlog and Storage Usage ReportThe Archiving Backlog and Storage Usage Report provides information about the backlog of recorded voice and screen interactions.

This report includes the following:

• Archiving Backlog and Storage Usage Report Parameters on page 59

• Total Archiving Backlog Graph on page 60

• Archiving Backlog Tables on page 61

• Archiving Backlog per Logger on page 63

• Archiving Backlog per Rule on page 63

• Total Storage Usage Graph on page 64

• Archiving Backlog and Storage Usage Table on page 65Figure 2-26 Archiving Backlog and Storage Usage Report


Report parameters

Page 1 - Total Archiving Backlog graph- Archiving Backlog per Storage Center table




Archiving Backlog and Storage Usage Report Parameters

The Archiving Backlog and Storage Usage Report parameters are described below.

Table 2-6: Archiving Backlog and Storage Usage Report Parameters



• Last 30 days

• Last 60 days






Total Archiving Backlog Graph

The Total Archiving Backlog graph shows the archiving backlog per Storage Center for the defined date range. The y-axis indicates the number of non-handled recordings. The x-axis indicates the defined time period of the report. The graph indicates the number of non-handled recordings per Storage Center along the defined timeframe. When the Storage Center is scheduled to archive during the weekend only, you may see a growing trend of backlog up until the weekend, after which the trend should go down.


To learn from where this information is derived, see the Control, Recording, and Archiving Data Flow on page 17, steps 5-6.

Figure 2-27 Total Archiving Backlog Graph




Archiving Backlog Tables

The archiving backlog tables provide the following information per Storage Center, Logger, or rule:

• Average Backlog - the average backlog per Storage Center, Logger, or rule, for the configured time range.

• Last Backlog - the last archiving backlog recorded in the database.

Backlog includes all recordings that were not yet archived to their final destination.

Last Backlog is calculated at 4:00 A.M. on the day that a report is generated. Therefore, when you select the Shift back 24 hours option, the backlog on the last day of the report will not necessarily be the same as the Last Backlog. This is because when Shift back 24 hours is selected, the last backlog in the report is not calculated for the same day as the Last Backlog, which is calculated at 4:00 A.M on the day that the report was generated. Similarly, if you define a time period that does not include the day that the report is generated, Last Backlog may not match the Last Backlog in report results.

Referring to Figure 2-28, on October 29th, 2009, the Archiving Backlog and Storage Usage Report was generated. The defined time period was for the Last 30 days, and the Shift back 24 hours option was selected. According to the graph, October 28th was the last day included in the report. On this day, there was no backlog. However, the Archiving Backlog per Storage Center table shows that four (4) calls were included in Last Backlog.

EXAMPLE: You configure your report to show information for the Last 7 Days. The calculation would look like this: (100+200+300+50+80+100+50)/7=125.7

EXAMPLE: A recording is designated to be archived to the ESM. So far, it was only archived to local storage and is still pending for archiving to the ESM. When backlog is calculated, this recording will be included.




Figure 2-28 Daily Archiving Backlog Compared with Last Backlog

Archiving Backlog per Storage Center Table

The Archiving Backlog per Storage Center table shows the archiving backlog per Storage Center for the defined date range. This table is mainly useful for sites running multiple active Storage Centers.Figure 2-29 Archiving Backlog per Storage Center Table

On October 28th,there was zero (0)backlog

Last Backlog includesfour (4) calls




Archiving Backlog per Logger

The Archiving Backlog per Logger table facilitates monitoring a system with multiple Loggers. Using this table, you can identify problematic Loggers which could lead to loss of calls.Figure 2-30 Archiving Backlog per Logger

Archiving Backlog per Rule

The Archiving Backlog per Rule table facilitates monitoring your rules. Using this table, you can identify problematic rules which could lead to loss of calls.Figure 2-31 Archiving Backlog per Rule




Total Storage Usage Graph

The Total Storage Usage graph shows the storage usage for all storage groups over a defined time. The y-axis indicates the total storage capacity. The x-axis indicates the free and used space per storage group.Figure 2-32 Total Storage Usage Graph




Archiving Backlog and Storage Usage Table

The Archiving Backlog and Storage Usage table shows the used and free disk space per storage group per Storage Center. This table facilitates monitoring multiple storage groups for the purpose of identifying problematic groups that could lead to loss of calls.

Note:

• If a Storage Center was not operative on some of the days within the defined time range, there will be no data for these days in the database. In this case, these days will appear in red in the table and the corresponding rows will appear blank. Figure 2-33 Archiving Backlog and Storage Usage Table - Storage Center Operation

• The Free Storage Space (GB) and Free Storage Space (%) columns indicate the difference between the size of the actual archived data and the total size of a storage group. If the total size of a storage group has been exceeded, negative values will appear, indicating the amount and percentage of the exceeded space. Figure 2-34 Archiving Backlog and Storage Usage Table - Negative Values

On these days, StorageCenter was operative

On these days, StorageCenter was not operative

Negative valuesindicate the amount& percentage of exceeded space



Storage Center Activity Report

Storage Center Activity ReportThe Storage Center Activity Report is an Advanced Health Check Report, designed to enable advanced analysis of Storage Center activity at your site. This report provides information about voice and screen recordings and is based on recordings according to a predefined timeframe.

Figure 2-35 Storage Center Activity Report


Report parameters

Page 1 - Archived Calls graph- Archiving status per Storage Center table




Storage Center Activity Parameters

The Storage Center Activity Report parameters are described below.

Table 2-7: Voice Interaction Report Parameters



• Last 30 days

• Last 60 days



Archiving Properties

• Storage Center

• Archiving Rule

• Loggers

Choose all available Storage Centers, Archiving Rules, and Logger.

Status Details • Any

• Recording unavailable

• Archived to file system

• Failed to archive to file system

• Archived to ESM

• Failed to archive to ESM

Choose all available Storage Center statuses.




Archived Calls Graph

Referring to Figure 2-36 on page 68, the Archived Calls graph shows the number of recordings for each stage in the archiving flow for the defined timeframe, based on the following milestones:

• Archived to ESM - indicates completely successful archiving.

• Archived to File System - recordings that are archived to the File System but have not yet been archived to ESM (if an ESM is installed at your site).

Note: If no ESM is installed at your site, recordings that are categorized as Archived to File System indicate successful archiving.

• Failed to Archive to ESM - recordings that were sent but failed to be archived on the ESM.

• Failed to Archive to File System - recordings that were sent but failed to be archived to the File System.

• Recording Unavailable - recordings that failed to archive due to their unavailability. Usually, these are recordings that could not be found on the Logger.

Figure 2-36 Archived Calls Graph




Archiving Status per Storage Center Table

The Archived Status per Storage Center table shows the number of recordings for each stage in the archiving flow for the defined timeframe per Storage Center.Figure 2-37 Archiving Status per Storage Center Table

Archiving Status per Rule Table

The Archived Status per Rule table shows the number of recordings for each stage in the archiving flow for the defined timeframe per rule.Figure 2-38 Storage Center Activity Report




Archiving Status per Logger Table

The Archived Status per Logger table shows the number of recordings for each stage in the archiving flow for the defined timeframe per Logger.Figure 2-39 Storage Center Activity Report



3

Health Check Report Simulations

The Health Check Report simulations describe realistic recording and archiving patterns at your site. These simulations are specifically designed to instruct you on how to interpret report results.

Contents

About the Simulations....................................................................................................72

Total Voice Recording with TRS and Continuous Total Archiving.............................73About the Site Configuration ......................................................................................73Voice Interactions Report Simulation .........................................................................73Voice Recording Coverage Report Simulation...........................................................76Voice Exceptions Report Simulation ..........................................................................81Voice Archiving Coverage Report Simulation ............................................................87Archiving Backlog and Storage Usage Report Simulation .........................................90Storage Center Activity Report Simulation .................................................................96

Selective Voice & Screen Recording with Partial Continuous Archiving ...............100About the Site Configuration ....................................................................................100Voice Interactions Report Simulation .......................................................................101Voice Recording Coverage Report Simulation.........................................................103Voice Exceptions Report Simulation ........................................................................107Archiving Coverage Report Simulation .................................................................... 115Archiving Backlog and Storage Usage Report Simulation ....................................... 118Storage Center Activity Report Simulation ...............................................................121

All Calls Recording with Continuous Total Archiving...............................................125About the Site Configuration ....................................................................................125Voice Interactions Report Simulation .......................................................................126Voice Recording Coverage Report Simulation.........................................................128

Chapter 3: Health Check Report Simulations


71

About the Simulations

About the SimulationsThe simulations described in this guide are based on the most common NICE Perform site configurations. While they cannot describe every configuration in the field, their guidelines and principles provide the basic framework that can be adapted to your site’s needs.

Note that while the simulations are presented as complete scenarios, the reports within each scenario are portable. For example, the Voice Interactions Report Simulation on page 73 that has been customized for the Total Voice Recording with TRS and Continuous Total Archiving on page 73 scenario can be used as a report base for a site configured for Total Recording, regardless of the site’s archiving configuration. In the same vein, the Voice Archiving Coverage Report Simulation on page 87 that has been customized for the Total Voice Recording with TRS and Continuous Total Archiving on page 73 scenario can be used as a report base for a site configured for Total Archiving, regardless of the site’s recording configuration.

The simulations in this guide are described below:

• The Total Voice Recording with TRS and Continuous Total Archiving on page 73 scenario is designed for sites that require the recording and archiving of all incoming calls. This is often necessary for compliance, risk management and dispute management purposes.

• The Selective Voice & Screen Recording with Partial Continuous Archiving on page 100 scenario is designed for sites that need to record a random sampling for quality improvement and improve organizational performance.

• The All Calls Recording with Continuous Total Archiving on page 125 scenario is designed for sites that require Total Recording and Total Archiving but for various reasons, Total Recording could not be implemented.

• While the Selective Recording with Total Archiving simulation is not formally presented, you can construct its components using the following reports:

• Voice Interactions Report Simulation on page 101 - originally configured for the Selective Voice & Screen Recording with Partial Continuous Archiving on page 100 scenario

• Voice Recording Coverage Report Simulation on page 103 - originally configured for the Selective Voice & Screen Recording with Partial Continuous Archiving on page 100 scenario

• Voice Archiving Coverage Report Simulation on page 87 - originally configured for the Total Voice Recording with TRS and Continuous Total Archiving on page 73 scenario

• Archiving Backlog and Storage Usage Report Simulation on page 90 - originally configured for the Total Voice Recording with TRS and Continuous Total Archiving on page 73 scenario

• Storage Center Activity Report Simulation on page 96 - originally configured for the Total Voice Recording with TRS and Continuous Total Archiving on page 73 scenario

72 Chapter 3: Health Check Report Simulations


Total Voice Recording with TRS and Continuous Total Archiving


This section describes the following:

• About the Site Configuration on page 73

• Voice Interactions Report Simulation on page 73

• Voice Recording Coverage Report Simulation on page 76

• Voice Exceptions Report Simulation on page 81

• Voice Archiving Coverage Report Simulation on page 87

• Archiving Backlog and Storage Usage Report Simulation on page 90

• Storage Center Activity Report Simulation on page 96

About the Site Configuration

The simulations described in this section are based on a site configured as follows:

• Total voice recording.

• No rules in Rules Manager.

• Total archiving - single rule per Storage Center.

• Total Archive cycle – 7 years.

• It is assumed that calls are divided equally between the Loggers.

• No screen recording.

Voice Interactions Report Simulation

The Voice Interactions Report simulation is based on recording-initiated interactions (see Voice Recording Coverage Report Simulation on page 76). The purpose of the Voice Interactions Report is to facilitate understanding possible issues that may have caused TRS calls and/or unusually short or long calls, and to isolate possible irregularities in the number of each Logger’s recordings.

For a general overview of this report, see the Voice Interactions Report on page 33.

This simulation is based on TRS interactions only, meaning that the report was configured to include short/normal/long interactions of the TRS initiator only.

For an explanation of TRS, see Terms and Concepts on page 15.

This simulation includes the following:

• Voice Interactions Graph on page 74

• Voice Interactions per Logger Table on page 75

• Insights Learned from the Voice Interactions Report Simulation on page 75





Referring to Figure 3-1, the Voice Interactions graph groups the percentage of recorded interactions according to interaction length or duration (Long, Normal, and Short).

Figure 3-1 Voice Interactions Graph

NOTE: Interaction duration definitions (Long, Normal, and Short) are configured in the report parameters. See Voice Interactions Report Parameters on page 35.

y-axis - percentage and number of recorded interactionsx-axis - recording date




Voice Interactions per Logger Table

Referring to Figure 3-2, the Voice Interactions per Logger table shows the recorded interactions as defined in the report parameters, for the defined time period, divided according to interaction length, categorized by Logger. The Total Amount of Interactions column shows the total number of interactions that occurred during the defined time period. Since this report was configured to show TRS interactions only, values are shown in the TRS interactions columns only. The short, normal, and long non-TRS interaction columns show zero (0) values.Figure 3-2 Voice Interactions per Logger Table

Insights Learned from the Voice Interactions Report Simulation

1. The duration of most of the TRS calls are short, which means that these calls probably originated as IVR calls.

2. A certain number of the long TRS calls may indicate static noise on some of the Logger channels. See Voice Interactions per Logger Table on page 75.

3. Interactions of normal duration may indicate TRS calls due to any one of the above reasons and/or a NICE Interactions Center failure.

4. The filter that was used for this report included TRS interactions only. When only TRS interactions are sampled, all other columns are calibrated (are displayed as zero).

5. The short TRS interactions are divided evenly between the first three Loggers, as compared with the fourth Logger, which probably does not record any IVR calls.

6. TRS interactions of normal duration are usually divided evenly between all Loggers. When this is not the case, check the NICE Interactions Center.

7. Long TRS interactions are only found on the first Logger. This is probably due to problematic channels, trunks, or lines.




Voice Recording Coverage Report Simulation

The Voice Recording Coverage Report simulation includes the following:

• Voice Recording Coverage Graph on page 77 - compares the total number of reported interactions with the recording-initiated interactions, and the number of successfully recorded interactions.

• Voice Recording Coverage Table on page 78 - compares the information presented in the Voice Recording Coverage Graph, with the percentage of initiated interactions, and the percentage of recorded interactions.

• Voice Recording Coverage per Initiator Graph on page 79 - groups the recorded interactions shown in the Voice Recording Coverage Graph, according to recording initiator.

• Insights Learned from the Voice Recording Coverage Simulation on page 80 - lessons to be learned from this simulation.

For a general overview of this report, see the Voice Recording Coverage Report on page 38.





Referring to Figure 3-3, between 01/06/2009 and 05/06/2009, the Voice Recording Coverage Report describes:

• The total number of interactions - depicted by the blue bar

• The number of interactions for which recording was initiated - depicted by the red bar

• The total number of interactions that have been successfully recorded - depicted by the green bar

Figure 3-3 Voice Recording Coverage Graph - Total Voice Recording + TRS

y-axis - number of interactionsx-axis - recording date




Voice Recording Coverage Table

In addition to the information described in the Voice Recording Coverage Graph on page 77, the Voice Recording Coverage table includes the percentage of initiated recordings and the percentage of recorded interactions.

Referring to Figure 3-4, we see that on 03/06/2009, only 96% of initiated recordings were actually recorded.Figure 3-4 Voice Recording Coverage Table





The Voice Recording Coverage per Initiator graph groups recorded interactions according to recording initiator. In this graph, recorded interactions always total 100%, since the graph depicts 100% of the recordings for the displayed timeframe, categorized according to recording initiator.

In the event that the Voice Recording Coverage Graph on page 77 and the Voice Recording Coverage Table on page 78 indicate a loss in recordings, the Voice Recording Coverage per Initiator graph may provide more useful information as to why recordings on a certain day may have been lost.

Referring to Figure 3-5, on 01/06/2009 and 02/06/2009, the number of interactions inserted by the TRS is similar, possibly indicating a norm. However, on 04/06/2009, there was a significant increase in TRS interactions.

Figure 3-5 Recorded coverage per Initiator Report

y-axis - percentage and number of recorded interactions grouped by initiatorx-axis - recording date




Insights Learned from the Voice Recording Coverage Simulation

1. In the Total Recording environment with TRS, the % of initiated recording will always be normal. This is due to the fact that all CTI events are translated into recording requests and even if a failure occurs, the TRS will complete the missing metadata.

2. Possible cause of recording lost on 03/06/2009:

a. The Logger was down.

b. The Logger failed to record the call.

Example: In the VoIP environment, no RTP reached the Logger.

c. Wrong configuration.

Example: Not all the extensions/trunks were mapped.

3. First two days show a constant level of 25% TRS interactions. This may be due to one of the following reasons:

a. IVR calls - may be considered normal and an expected trend.

b. Static noise on the Logger channels - a problem that requires attention.

4. On 03/06/2009 and 04/06/2009, the TRS volume increased dramatically. This may be due to one of the following causes:

a. CTI failure

b. NICE Interactions Center failures and/or restarts

c. Logger connectivity issues

d. General system maintenance

For more information about TRS recordings, seen the Voice Interactions Report Simulation on page 73.




Voice Exceptions Report Simulation

The Voice Exception Report simulation includes the following:

• Total Amount of Exceptions per Category Graph on page 82 – describes in graph format, the total number of exceptions found in the system for voice interactions, per category, grouped by day.

• Total Amount of Exceptions per Category Table on page 83 - describes in table format, the total number of exceptions found in the system for voice interactions, per category, grouped by day.

• Total Amount of Exceptions per Logger Table on page 83 - describes in table format, the total number of exceptions found in the system for voice interactions, per category, grouped by Logger.

• Total Amount of Category Exceptions - Recording Issues on page 84 - describes in table format, the total number of exceptions found in the system for voice interactions, for the Recording Issues category, grouped by day.

• Total Amount of Category Exceptions - IC Failures on page 85 - describes in table format, the total number of exceptions found in the system for voice interactions, for the Interaction Center Failures category, grouped by day.

• Insights Learned from the Voice Exception Report Simulation on page 86 - lessons to be learned from this simulation.

For a general overview of this report, see the Voice Exceptions Report on page 45.





Referring to Figure 3-6, the total number of exceptions for the selected categories are shown between 01/06/2009 and 05/06/2009. In this example, on 03/06/2009, 15 exceptions were found in the IC (Interaction Center) Failures category. This is depicted by the blue point. On this same day, 35 exceptions were found in the Recording Issues category. This is depicted by the orange point.Figure 3-6 Total amount of Exceptions per Category Graph





The Total Amount of Exceptions per Category table describes the same data shown in the Total Amount of Exceptions per Category Graph on page 82 in table format.

Referring to Figure 3-7, on 03/06/2009, a total of 50 exceptions in the system were found:

• 15 exceptions for the IC (Interaction Center) Failures category

• 35 exceptions for Recording Issues categoryFigure 3-7 Total Amount of Exceptions per Category Table


Referring to Figure 3-8, the Total Amount of Exceptions per Logger table shows the total number of exceptions per category, according to Logger. Using this table, you can identify problematic Loggers associated with specific (one or more) exception categories.Figure 3-8 total Amount of Exceptions per Logger Table




Total Amount of Category Exceptions - Recording Issues

Referring to Figure 3-9, the Total Amount of Category Exceptions report for the Recording Issues category shows the following information:

• Total number of exceptions listed by exception type, for the Recording Issues category, for the defined timeframe

• Exceptions Descriptions Table - Name, Meaning, Possible Causes for each exception found in the Recording Issues category for each day in the timeframe

For specific recommended actions per exception type, see the Interaction Data User Guide.Figure 3-9 Total Amount of Category Exceptions - Recording Issues




Total Amount of Category Exceptions - IC Failures

Referring to Figure 3-10, the Total Amount of Category Exceptions report for the IC (Interaction Center) Failures category shows the following information:

• Total number of exceptions listed by exception type, for the IC Failures category, for the defined timeframe

• Exceptions Descriptions Table - Name, Meaning, Possible Causes for each exception found in the IC Failures category for each day in the timeframe

For specific recommended actions per exception type, see the Interaction Data User Guide.Figure 3-10 Total amount of Category Exceptions - IC Failures




Insights Learned from the Voice Exception Report Simulation

This section describes the insights that you learned from this simulation. Note that these insights are best understood when compared with the Voice Recording Coverage Report Simulation on page 76.

1. During the report’s timeframe, all interactions were recorded successfully for all days except on 03/06/2009.

2. On 03/06/2009, exceptions had occurred in the Recording Issues and IC Failures categories, indicating that not all initiated recording had succeeded.

The exceptions were related to interactions that should have been recorded by both Loggers - scvoip-1 and sod-normal1.

Possible causes for the recording issues:

a. Both Loggers were down.

b. Both Loggers had recording issues.

Example: In the VoIP environment, no RTP reached the Loggers.

c. The RCM was down when the call started.

d. For additional possible causes, see the Total Amount of Category Exceptions - Recording Issues on page 84.

Possible causes for the IC failures:

a. The RCM was down.

b. For additional possible causes, see the Total Amount of Category Exceptions - IC Failures on page 85.




Voice Archiving Coverage Report Simulation

Where the Recording Coverage Report’s reference point (y-axis) is based on interactions, the Voice Archiving Coverage Report’s reference point (y-axis) is based on recordings. The purpose of the Voice Archiving Coverage Report is to compare the number of recordings and the number of recordings sent to archive, with the number of recordings that have been successfully archived.

Note that in this report, the number of recordings (indicated by the blue bar in Figure 3-11 below) serves as a point of reference only and does not indicate any type of success or failure.

The Voice Archiving Coverage Report simulation includes the following:

• Archiving Coverage Graph on page 87

• Archiving Coverage Table on page 88

• Insights Learned from the Archiving Coverage Simulation on page 89

For a general overview of this report, see the Voice Archiving Coverage Report on page 52.


Referring to Figure 3-11, on 01/06/2009 and 02/06/2009, all recordings were successfully archived. However, between 03/06/2009 and 05/06/2009 we see increasing issues with archiving. Figure 3-11 Archiving Coverage Report Graph

y-axis - number of recordingsx-axis - recording date





Referring to Figure 3-12, the Archiving Coverage table shows all the information shown in the Archiving Coverage Graph on page 87 plus the percentages of recordings for which archiving was initiated and successfully archived.

When the % of initiated archiving or % of archived recordings values equal or exceed expectations, they appear in green. When the % of initiated archiving or % of archived recordings values are below expectations, they appear in red. As shown in Figure 3-12, on 05/06/2009, the % of initiated archiving was below expectations. In addition, from 03/06/2009 - 05/06/2009, the % of archived recordings was below expectations. All of these values appear in red. Figure 3-12 Voice Archiving Coverage Table




Insights Learned from the Archiving Coverage Simulation

1. Possible reasons for loss of archiving on 03/06/2009 and 04/06/2009:

a. Storage Center was down.

You can see that on 03/06/2009, the archiving volume started to decrease, while on 04/06/2009 this trend continued. This may indicate that one of the Storage Center servers at the site crashed on 04/06/2009. You may want to consider installing a secondary Storage Center and configuring Storage Center redundancy.

b. Storage Center failed to connect to the database.

c. Storage Center failed to access the Loggers.

d. Storage area was full. See the Storage Usage Graph on page 93.

2. Possible reasons for archiving issues on 05/06/2009:

a. If the report was first activated on 05/06/2009, archiving information was not available yet in the Data Mart. This is a known limitation. See the Reporter Guide.

b. The Rules Engine was down or malfunctioning, and therefore no calls were sent for archiving.




Archiving Backlog and Storage Usage Report Simulation

The Archiving Backlog Report simulation includes the following:

• Total Archiving Backlog Graph on page 91 - describes the archiving backlog per Storage Center, according to the defined timeline.

• Archiving Backlog per Storage Center Table on page 92 - compares the average archiving backlog per day with the archiving backlog on the last day of the time sampling, per Storage Center.

• Archiving Backlog per Logger Table on page 92 - compares the average archiving backlog per day with the archiving backlog on the last day of the time sampling, per Logger.

When multiple Loggers are installed at your site, a deviation in backlog from a specific Logger can indicate communication issues between the Storage Center and this Logger.

• Archiving Backlog per Rule Table on page 92 - compares the average archiving backlog per day with the archiving backlog on the last day of the time sampling, per rule.

• Storage Usage Graph on page 93 - the total storage usage for all storage groups for the defined time.

• Archiving and Storage Usage Table on page 94 - the used and free disk space per storage group per Storage Center.

• Insights from the Archiving Backlog and Storage Usage Simulation on page 95

For a general overview of this report, see the Archiving Backlog and Storage Usage Report on page 58.





The Total Archiving Backlog graph indicates the archiving backlog per Storage Center, according to the defined timeline. Referring to Figure 3-13, from 01/06/2009 to 04/06/2009, Storage Center servers A and B indicate a constant backlog. A constant backlog usually indicates normal archiving activity. However, on 03/06/2009 and 04/06/2009, Storage Center C dramatically increased its backlog. This simulation assists in better understanding the implications of this kind of archiving behavior.Figure 3-13 Archiving Backlog Graph

y-axis - # of recordingsx-axis - recording date





Figure 3-14 shows the Average Backlog and Last Backlog per Storage Center for the configured time range. For more information, see Archiving Backlog Tables on page 61.Figure 3-14 Archiving Backlog per Storage Center

Archiving Backlog per Logger Table

Figure 3-15 shows the Average Backlog and Last Backlog per Logger for the configured time range. For more information, see Archiving Backlog Tables on page 61.Figure 3-15 Archiving Backlog per Logger

Archiving Backlog per Rule Table

Figure 3-16 shows the Average Backlog and Last Backlog per rule for the configured time range. For more information, see Archiving Backlog Tables on page 61.Figure 3-16 Archiving Backlog per Rule




Storage Usage Graph

Referring to Figure 3-17, the Storage Usage graph shows the storage usage for all storage groups for defined time. The y-axis indicates the total storage capacity. The x-axis indicates the free and used space per storage group.Figure 3-17 Storage Usage Graph

y-axis - space in GBx-axis - storage groups




Archiving and Storage Usage Table

Referring to Figure 3-18, the Archiving and Storage Usage table shows the used and free disk space per storage group per Storage Center. This table facilitates monitoring multiple storage groups for the purpose of identifying problematic groups that could lead to loss of calls.Figure 3-18 Archiving Backlog and Storage Usage




Insights from the Archiving Backlog and Storage Usage Simulation

1. The constant backlog that we see in the first two (2) days indicates that on these days archiving worked normally. As long as recorded calls are archived, a constant backlog is considered normal behavior.

2. Report results in the Archiving Backlog per Storage Center Table on page 92 and the Archiving Backlog per Rule Table on page 92 are identical since one rule was defined for each Storage Center with no redundancy between the Storage Centers.

3. The dramatic increase in Storage Center C’s backlog on the third day can be correlated with results seen in the Voice Archiving Coverage Report Simulation on page 87 which indicated archiving issues on 03/06/2009 and 04/06/2009.

Possible reasons:

a. Storage Center C crashed and stopped archiving. In the event that this was the only Storage Center server archiving interactions from Logger D, this would explain why the backlog on Logger D increased dramatically. In this situation, it would be worth considering installing a secondary Storage Center and configuring Storage Center redundancy. In addition, Storage Group D’s usage was stable on 05/06/2009, possibly indicating that no calls were archived to this path.

b. Connectivity issue between Storage Center C and Logger D which caused backlog on the Logger.

c. The Past running storage rule was defined to send old calls for archiving and only archive new interactions after the Storage Center completed archiving the old calls.

Note that in this case, running the Archiving Coverage Report after a few days will provide you with the archiving status of the calls from 03/06/2009 and 04/06/2009. See the Voice Archiving Coverage Report on page 52.

4. Referring to the Storage Usage Graph on page 93, Group C is close to running out of disk space. In this case, if retention settings are set to keep calls for a long time, the archiving of new calls will be risked due to insufficient disk space.

5. On 05/06/2009, the backlog dropped to zero, correlating with the Voice Archiving Coverage Report Simulation on page 87 when no archiving is shown for the same date. Of the options described, it is most likely that the Rules Engine was down or malfunctioning, and thus no calls were sent for archiving. Referring to the Total Archiving Backlog Graph on page 91, we see that the Storage Centers were functioning normally, since they handled all the backlog from the previous days.

TIP: The Past Running storage rule is scheduled to send old recordings for archiving, where the default value for old recordings is 50 days. Do not configure this rule to archive too far back in time. Beyond a certain point in time, the audio may no longer exist on the Loggers, and this could cause performance issues.




Storage Center Activity Report Simulation

This Storage Center Activity Report simulation includes the following:

• Storage Center Activity - Archived Calls Graph on page 97

• Archiving Status per Storage Center Table on page 97

• Archiving Status per Rule Table on page 98

• Archiving Status per Logger Table on page 98

• Insights Learned from the Storage Center Activity Report Simulation on page 99

For a general overview of this report, see the Storage Center Activity Report on page 66.




Storage Center Activity - Archived Calls Graph

Referring to Figure 3-19, this Storage Center Activity Report was configured to show information for 01/06/2009 - 05/06/2009. Figure 3-19 Storage Center Activity - Archived Calls Graph


Referring to Figure 3-20, the Archived Status per Storage Center table shows the number of recordings for each stage in the archiving flow per Storage Center for 01/06/2009 - 05/06/2009.Figure 3-20 Archiving Status per Storage Center






Referring to Figure 3-21, the Archived Status per Rule table shows the number of recordings for each stage in the archiving flow per rule, for 01/06/2009 - 05/06/2009.Figure 3-21 Archiving Status per Rule


Referring to Figure 3-22, the Archived Status per Logger table shows the number of recordings for each stage in the archiving flow per Logger, for 01/06/2009 - 05/06/2009.Figure 3-22 Archiving Status per Logger




Insights Learned from the Storage Center Activity Report Simulation

After studying the Storage Center Activity - Archived Calls Graph on page 97, the Archiving Status per Storage Center Table on page 97, the Archiving Status per Rule Table on page 98, and the Archiving Status per Logger Table on page 98, the following conclusions were drawn:

1. System behavior from the first three days indicates a healthy archiving status.

2. On 04/06/2009:

a. 20 recordings failed to archive to ESM.

b. 200 recordings were unavailable.

3. On 05/06/2009:

a. Additional recordings failed to archive to ESM.

b. Additional recordings failed to archive to the File System.

c. Additional recordings were unavailable.

4. Possible causes for the unavailable recordings:

a. Audio was not available, for example, it may have been deleted from the Logger.

One could think that missing recordings is normal in this case, since the report was configured to provide information from the Past 7 days. However, this is unlikely, since audio is generally not deleted from the Logger less than 48 hours from the time that the audio was recorded.

b. Even though the call events were successfully handled, the Logger did not receive the audio. In the VoIP environment, this can happen if the RTP was not observed by the Logger (Passive environment) or was not forwarded to the Logger (Active environment).

5. ESM issues were found in recordings located on storage units of Storage Center A. In this case, you need to check the connectivity between this unit and the ESM.

6. A possible reason for the File System archiving issues that occurred on 05/06/2009 might be due to full storage space (one of the units became full).



Selective Voice & Screen Recording with Partial Continuous Archiving


This section describes the following:

• About the Site Configuration on page 100



• Voice Exceptions Report Simulation on page 107

• Archiving Coverage Report Simulation on page 115





1. Selective recording according to the following rules:

a. QA rule – 30% of all calls for groups A and B (10 agents in each group)

b. All Calls rule – for group C (10 agents)

c. Counting rule – 10 calls every day per agent for group D (10 agents)

2. Archiving according to the following rules:

a. QA rule – 30 days for group A and B’s calls

b. All Calls rule – 1 year for group C’s calls

c. Group D agents should not be archived at all

3. The assumption is that calls are divided equally between the groups, meaning, 1000 daily calls will be divided into 250 calls per group.

4. Screen recording - the site is configured to record screens for 25% of all interactions.





This Voice Interactions Report simulation includes the following:


• Voice Interactions per Logger Table on page 102




Referring to Figure 3-23, the The Voice Interactions graph shows the recorded interactions as defined in the report parameters, categorized according to interaction length. Whether an interaction is considered short, normal, or long, is determined by a user-defined threshold defined in the report parameters. The y-axis indicates interaction percentage. The x-axis indicates the defined time period of the report. The bars in the chart indicate the number of interactions considered short, normal, and of long duration.Figure 3-23 Voice Interactions Graph





Voice Interactions per Logger Table

Referring to Figure 3-24, the Voice Interactions per Logger table shows the recorded interactions as defined in the report parameters for the defined time period, divided according to interaction length, and categorized by Logger. In this example, the number of short, normal, and long TRS interactions show zero values because Exclude TRS Calls was defined in report parameters. Nonetheless, the Total Amount of Interactions column shows the total number of interactions that occurred during this time period.Figure 3-24 Voice Interactions per Logger


1. On 02/06/2009, several long calls on the same Logger were detected. This could indicate a CTI issue.

Possible reasons:

a. The Call End event was not reported by the CTI Server.

b. CTI driver failure or other NICE Interactions Center component failure.

2. On 03/06/2009 and 04/06/2009, of all the calls, ~20% short calls were detected.

Possible reasons:

a. CTI failures may have caused the driver to flush calls (close open calls), some of which were established a few seconds earlier.

b. A predictive dialer was activated and may have generated calls with no specific agent follow-up. This could result in very short calls that could not establish an interaction between the customer and agent.





This Voice Recording Coverage Report simulation includes the following:

• Voice Recording Coverage Graph on page 103

• Voice Recording Coverage Table on page 104

• Voice Recording Coverage per Initiator Graph on page 105

• Insights Learned from the Voice Recording Coverage Simulation on page 106



Referring to Figure 3-25, the Voice Recording Coverage graph compares all the reported interactions with the recording-initiated interactions, and with the actual number of interactions that were recorded. Figure 3-25 Voice Recording Coverage Graph - Selective + Partial Continuous Archiving






Figure 3-26 shows all the information displayed in the Voice Recording Coverage Graph on page 103, plus the percentage of recordings that were initiated, and the percentage of interactions that were actually recorded.

For more information about this table, see Voice Recording Coverage Tables on page 41.Figure 3-26 Voice Recording Coverage





Referring to Figure 3-27, the Voice Recording Coverage per Initiator graph shows the same information displayed in the Voice Recording Coverage Graph on page 103, but groups the information according to recording initiator. Figure 3-27 Recorded Coverage per Initiator Graph - Selective + Partial Continuous Archiving

y-axis - percentage of recorded interactionsx-axis - recording date





1. Most of the recordings were initiated by Recording Programs, including user-initiated recordings, such as ROD and Monitor requests.

2. Recording on the first two days operated as expected.

3. On 03/06/2009, not all initiated recording succeeded, followed by a dramatic decrease on 04/06/2009.

Possible causes:

a. The Logger was down on 03/06/2009 and 04/06/2009.

b. The Logger failed to record calls.

Example: In the VoIP environment, the Logger did not receive any RTP.

c. Wrong configuration.

Example: Some of the extensions/trunks were either not mapped at all, or not mapped correctly.

4. On 05/06/2009, the percentage of initiated recording decreased from ~50% to 24%.

Possible causes:

a. CTI issues.

Example: The driver failed to connect to the CTI Manager.

b. Other NICE Interactions Center failures (such as RCM, Call Server, etc.).

c. Recording rules were not configured correctly.




Voice Exceptions Report Simulation

The Voice Exceptions Report simulation includes the following:

• Total Amount of Exceptions per Category Graph on page 108 – describes in graph format, the total number of exceptions found in the system for voice interactions, per category, grouped by day.

• Total Amount of Exceptions per Category Table on page 109 - describes in table format, the total number of exceptions found in the system for voice interactions, per category, grouped by day.

• Total Amount of Exceptions per Logger Table on page 109 - describes in table format, the total number of exceptions found in the system for voice interactions, per category, grouped by Logger.

• Total Amount of Category Exceptions - Configuration & Mapping Issues on page 110 – describes in table format, the total number of exceptions found in the system for voice interactions, for the Configuration & Mapping Issues category, grouped by day.

• Total Amount of Category Exceptions - Recording Issues on page 111 - describes in table format, the total number of exceptions found in the system for voice interactions, for the Recording Issues category, grouped by day.

• Total Amount of Category Exceptions - CTI Related Issues on page 112 - describes in table format, the total number of exceptions found in the system for voice interactions, for the CRI Related Issues category, grouped by day.

• Total Amount of Category Exceptions - IC Failures on page 113 - describes in table format, the total number of exceptions found in the system for voice interactions, for the IC Failures category, grouped by day.

• Insights learned from Voice Exception Report Simulation on page 114 - lessons to be learned from this simulation.

For a general overview of this report, see the Voice Exceptions Report on page 45.





Referring to Figure 3-28, the Total Amount of Exceptions per Category Graph describes the number of exceptions that occurred per category for each day in the report’s timeframe as follows:

• Total number of Configuration & Mapping Issues exceptions– depicted by the blue point.

• Total number of CTI Related Issues exceptions – depicted by the orange point.

• Total number of IC Failures exceptions – depicted by the green point.

• Total number of Recording Issues exceptions – depicted by the red point.Figure 3-28 Total Amount of Exceptions per Category Graph





The Total Amount of Exceptions per Category table describes the same data shown in the Total Amount of Exceptions per Category Graph on page 108 in table format.Figure 3-29 Total Amount of Exceptions per Category Table


Referring to Figure 3-30, the Total Amount of Exceptions per Logger table shows the total number of exceptions per category, according to Logger. Using this table, you can identify problematic Loggers associated with specific (one or more) exception categories.Figure 3-30 Total Amount of Exceptions per Logger Table




Total Amount of Category Exceptions - Configuration & Mapping Issues

Referring to Figure 3-31, the Total Amount of Category Exceptions report for the Configuration & Mapping Issues shows the following information:

• Total number of exceptions listed by exception type, for the Configuration & Mapping Issues category, for the defined timeframe

• Exceptions Descriptions table - Name, Meaning, Possible Causes for each exception found in the Configuration & Mapping Issues category for each day in the timeframe

For specific recommended actions per exception type, see the Interaction Data User Guide.Figure 3-31 Total Amount of Category Exceptions Table




Total Amount of Category Exceptions - Recording Issues

Referring to Figure 3-32, the Total Amount of Category Exceptions report for the Recording Issues shows the following information:

• Total number of exceptions listed by exception type, for the Recording Issues category, for the defined timeframe

• Exceptions Descriptions table - Name, Meaning, Possible Causes for each exception found in the Recording Issues category for each day in the timeframe

For specific recommended actions per exception type, see the Interaction Data User Guide.Figure 3-32 Total Amount of Category Exceptions - Recording Issues




Total Amount of Category Exceptions - CTI Related Issues

Referring to Figure 3-33, the Total Amount of Category Exceptions report for the CTI Related Issues shows the following information:

• Total number of exceptions listed by exception type, for the CTI Related Issues category, for the defined timeframe

• Exceptions Descriptions table - Name, Meaning, Possible Causes for each exception found in the CTI Related Issues category for each day in the timeframe

For specific recommended actions per exception type, see the Interaction Data User Guide.Figure 3-33 Total Amount of Category Exceptions - CTI Related Issues




Total Amount of Category Exceptions - IC Failures

Referring to Figure 3-34, the Total Amount of Category Exceptions report for IC (Interaction Center) Failures shows the following information:

• Total number of exceptions listed by exception type, for the IC Failures category, for the defined timeframe

• Exceptions Descriptions table - Name, Meaning, Possible Causes for each exception found in the IC Failures category for each day in the timeframe

For specific recommended actions per exception type, see the Interaction Data User Guide.Figure 3-34 Total Amount of Category Exceptions - IC Failures




Insights learned from Voice Exception Report Simulation

This section describes the insights that you learned from this simulation. Note that these insights are best understood when compared with the Voice Recording Coverage Report Simulation on page 76.

1. No exceptions occurred on the first two days. Recording and its initiation operated as expected.

2. On 01/06/2009 and 02/06/2009, not all of the initiated recordings succeeded in being recorded.

3. On 03/06/2009, exceptions from the Recording Issues and Configuration & Mapping Issues categories were found to be the cause for the fact that some of the initiated recordings were not recorded.

The exceptions were related to interactions that should have been recorded by Loggers A & B.

4. The issues identified on 03/06/2009 became worse on 04/06/2009.

Possible causes:

a. Loggers A and B were down or had other recording issues on 03/06/2009 and 04/06/2009.

b. Some of the sources were not mapped correctly to the recording channels of Loggers A and B.

c. For additional possible causes, see Total Amount of Category Exceptions - Configuration & Mapping Issues on page 110 and Total Amount of Category Exceptions - Recording Issues on page 111.

5. On 05/06/2009:

a. No recording or configuration & mapping issues exceptions occurred. This means that the cause for the recording problems in the last two days have been identified and resolved.

b. Exceptions from the CTI Related Issues and IC Failures categories occurred, resulting in the percentage of initiated recording to decrease from ~50% to 24%.

These exceptions were related to interactions that should have been recorded by Logger C only.

Possible causes:

a. CTI issues.

Example: The Media Provider Controller on Logger C (Active VoIP) failed to communicate with the switch.

b. Other NICE Interactions Center failures (such as RCM, Call Server, and so on).

c. For additional possible causes, see Total Amount of Category Exceptions - CTI Related Issues on page 112 and Total Amount of Category Exceptions - IC Failures on page 113.




Archiving Coverage Report Simulation

The Archiving Coverage Report simulation includes the following:

• Archiving Coverage Graph on page 115

• Archiving Coverage Table on page 116

• Insights Learned from the Archiving Coverage Report Simulation on page 117

For a general overview of this report, see the Voice Archiving Coverage Report on page 52.


Referring to Figure 3-35, the Archiving Coverage graph compares all the recordings with the recordings that were sent to archive, and with the number of recordings that were successfully archived. The y-axis indicates the number of recordings. The x-axis indicates the defined time period of the report.

For more information, see Archiving Coverage Graph on page 56.Figure 3-35 Archiving Coverage Graph






Referring to Figure 3-36, the Archiving Coverage table shows all the information displayed in the Archiving Coverage Graph on page 115 plus the percentage of recordings for which archiving was initiated, and the percentage of recordings that were successfully archived.

For more information, see Archiving Coverage Table on page 57.Figure 3-36 Voice Archiving Coverage - Daily




Insights Learned from the Archiving Coverage Report Simulation

1. 75% archiving was the expected archiving coverage, since group D agents were not sent to archive.

2. On 02/06/2009, the number of recordings sent to archive dropped dramatically.

Possible causes:

a. Rules Engine issues, for example, failure to run, failure to process recording information, and so on.

b. Rule configuration issue, for example, the rules may have been modified and no longer met the customer’s needs.

3. On 03/06/2009, no recordings were sent to archive.

This strengthens the theory that there may have been a problem with the Rules Engine. Possibly on this day, the Rules Engine did not function at all. The second option - the possibility that there was a problem with the rule configuration - is less likely to be the root cause unless all rules were either removed or equal zero (0) archiving.

4. On 04/06/2009, a major improvement is seen in archiving. However, the 75% threshold is still not met.

Maybe the Rules Engine started running in the middle of the day!

5. On 05/06/2009 the Rules Engine issues appear to be resolved and the expected percentages of recordings are sent to archive. However, none of the recordings were actually archived.

Possible causes:

a. The Storage Center was down.

b. The Storage Center could not connect to the database.

c. The Storage Center could not access the Loggers.

d. The storage area was full. Use the Total Storage Usage Graph on page 64 to resolve this issue.




Archiving Backlog and Storage Usage Report Simulation

This Archiving Coverage Report simulation includes the following:

• Total Archiving Backlog Graph on page 118

• Archiving Backlog per Storage Center Table on page 119

• Archiving Backlog per Logger Table on page 119

• Archiving Backlog per Rule Table on page 119

• Storage Usage Graph on page 120

• Archiving Backlog and Storage Usage Table on page 121

• Insights from the Archiving Backlog and Storage Usage Simulation on page 121

For a general overview of this report, see the Archiving Backlog and Storage Usage Report on page 58.


Referring to Figure 3-37, the Total Archiving Backlog graph shows the archiving backlog per Storage Center for the defined date range. Figure 3-37 Total Archiving Backlog Graph

y-axis - number of recordingsx-axis - backlog date





Figure 3-38 shows the Average Backlog and Last Backlog per Storage Center for the configured time range. For more information, see Archiving Backlog Tables on page 61.Figure 3-38 Archiving Backlog per Storage Center

Archiving Backlog per Logger Table

Figure 3-39shows the Average Backlog and Last Backlog per Logger for the configured time range. For more information, see Archiving Backlog Tables on page 61.Figure 3-39 Archiving Backlog per Logger

Archiving Backlog per Rule Table

Figure 3-40 shows the Average Backlog and Last Backlog per rule for the configured time range. For more information, see Archiving Backlog Tables on page 61.Figure 3-40 Archiving Backlog per Rule




Storage Usage Graph

Referring to Figure 3-41, the Storage Usage graph shows the storage usage for all storage groups for defined time. The y-axis indicates the total storage capacity. The x-axis indicates the free and used space per storage group.Figure 3-41 Storage Usage Graph

y-axis - total, free, and used, storage capacityx-axis - storage groups




Archiving Backlog and Storage Usage Table

Referring to Figure 3-42, the Archiving Backlog and Storage Usage table shows the used and free disk space per storage group per Storage Center. This table facilitates monitoring multiple storage groups for the purpose of identifying problematic groups that could lead to loss of calls.Figure 3-42 Archiving Backlog and Storage Usage

Insights from the Archiving Backlog and Storage Usage Simulation

During the first four (4) days, the backlog trend is normal. However, on 05/06/2009, the backlog increased dramatically, corresponding to the archiving issue observed in the Archiving Coverage Report Simulation on page 115. This behavior indicates that the Storage Center was probably down and therefore did not archive any calls at this time.

Storage Center Activity Report Simulation

This Storage Center Activity Report simulation includes the following:

• Storage Center Activity - Archived Calls Graph (below)

• Archiving Status per Storage Center Table on page 122

• Archiving Status per Rule Table on page 123

• Archiving Status per Logger Table on page 123

• Insights from the Storage Center Activity Report Simulation on page 124

For a general overview of this report, see the Storage Center Activity Report on page 66.




Storage Center Activity - Archived Calls Graph

Referring to Figure 3-43, this Storage Center Activity Report was configured to show information for 01/06/2009 - 05/06/2009.Figure 3-43 Storage Center Activity - Archived Calls Graph


Referring to Figure 3-44, the Archiving Status per Storage Center table shows the number of recordings for each stage in the archiving flow per Storage Center for 01/06/2009 - 05/06/2009.Figure 3-44 Archiving Status per Storage Center






Referring to Figure 3-45, the Archiving Status per Rule table shows the number of recordings for each stage in the archiving flow per rule for 01/06/2009 - 05/06/2009.Figure 3-45 Activity Status per Rule


Referring to Figure 3-44, the Archiving Status per Logger table shows the number of recordings for each stage in the archiving flow per Logger for 01/06/2009 - 05/06/2009.Figure 3-46 Activity Status per Logger




Insights from the Storage Center Activity Report Simulation

This Storage Center Activity report simulation indicates that as long as the Storage Center was functioning, no errors were detected in Storage Center functionality. However, the following archiving issues were detected:

1. All archiving issues from 01/06/2009 - 04/06/2009 are related to the Rules Engine.

2. On 05/06/2009 the Storage Center was probably down since no archiving occurred on this day. As a result, no issues were reported.



All Calls Recording with Continuous Total Archiving

All Calls Recording with Continuous Total ArchivingThis section describes the following:

• About the Site Configuration (below)





1. The NICE Interactions Center has been configured to record every call on one of the Loggers.

2. The following QA rules have been defined for three out of the four groups (A, B, C, D):

a. Group A – 25% recording.

b. Groups B and C – 10% recording.

3. Total archiving - single rule per Storage Center).

4. Total archiving - 7 year cycle.

5. The assumption is that calls are divided equally between the Loggers.

6. Screen recording - screen recording is activated for 50% of all interactions.

NOTE: This simulation does not include archiving reports. To complete the All Calls Recording simulation, see the following archiving simulations:Total Voice Recording with TRS and Continuous Total Archiving:

• Voice Archiving Coverage Report Simulation on page 87


• Storage Center Activity Report Simulation on page 96Selective Voice & Screen Recording with Partial Continuous Archiving :

• Archiving Coverage Report Simulation on page 115







This Voice Interactions Report simulation describes the following:


• Voice Interactions Table on page 127




Referring to Figure 3-47, the Voice Interactions graph groups the percentage of recorded interactions according to interaction length or duration (Long, Normal, and Short).Figure 3-47 Voice Interactions Graph





Voice Interactions Table

The following table shows results from the Voice Interactions report in table format. Note that this report was configured to exclude all short, normal, and long TRS interactions.Figure 3-48 Voice Interactions per Logger


1. This environment is not a Total Recording environment and therefore does not include TRS recordings. In the absence of TRS, short and long interactions are the result of NICE Interactions Center behavior, for example, Call Server or CTI driver issues.

2. Aside from the increase of short calls on 04/06/2009, most of the short and long interactions shown in Voice Interactions Table on page 127 do not indicate abnormal behavior. The short calls may be due to a CTI failure (either disconnection or driver failure) which caused all active calls to be stopped (flushed by the driver). If this is the cause, the CTI failure closed all open calls seconds after they were started. In such a case, these calls will appear in the database as incomplete calls.

3. The remaining short and long calls can be played back to fine-tune your system. For example, if you find that the short calls are due to voice mail interactions or other insignificant recordings that you do not want to archive, you can reconfigure the archiving rules to exclude these short calls.





This Voice Recording Coverage Report simulation includes the following components:

• Voice Recording Coverage Graph (below)

• Voice Recording Coverage Table on page 129

• Voice Recording Coverage per Initiator Graph on page 130

• Insights Learned from the Voice Recording Coverage Simulation on page 131



Referring to Figure 3-49, the Voice Recording Coverage graph compares all the reported interactions with the recording-initiated interactions, and with the actual number of interactions that were recorded. Figure 3-49 Voice Recording Coverage Graph






Figure 3-50 shows all the information displayed in the Voice Recording Coverage Graph on page 128, plus the percentage of recordings that were initiated, and the percentage of interactions that were actually recorded. Figure 3-50 Voice Recording Coverage





Referring to Figure 3-51, the Voice Recording Coverage per Initiator graph shows the same information displayed in the Voice Recording Coverage Graph on page 128, but groups the information according to recording initiator. Figure 3-51 Voice Recording Coverage per Initiator Graph






1. This is an interaction-based recording environment. This means that calls are recorded only when the NICE Interactions Center is up and running. Nevertheless, the initiator is consider Total Recording since the NICE Interactions Center is configured to record all calls.

2. When recording was initiated by multiple recording initiators, Total Recording was still considered the recording initiator, since Total Recording is given a higher priority than recording rules or user-initiated recording.

3. On 01/06/2009, all calls were recorded as expected. Recording behavior during the subsequent days assumed that this was the expected interaction volume at the site.

4. On 02/06/2009, there was an abnormal decrease in the call volume. Only 300 interactions were processed by the NICE Interactions Center.

a. Since all interactions that were processed by the NICE Interactions Center were recorded, we know that there were no Logger issues.

b. This irregular behavior is more likely due to a NICE Interactions Center failure. Either one or more NICE Interactions Center components were down, or there were CTI connection failures.

c. Since the site was configured for All Calls Recording (interaction-based recording) and not Total Recording, the Loggers only recorded when instructed by the NICE Interactions Center. Moreover, there was no TRS to complete missing metadata in the database.

5. On 03/06/2009, the call volume returned to normal. However, only 61% of the interactions were initiated for recording.

Possible cause: A negative rule was defined in the system and this rule overrode the NICE Interactions Center configuration.

6. On 04/06/2009, though all interactions were initiated for recording, not all interactions were recorded successfully.

Possible reasons:

a. The Logger was down.

b. NICE Interactions Center failed to communicate with the Logger.

c. The Logger failed to record.

7. On 05/06/2009, recording returned to normal.



A

Troubleshooting

If you are running NICE Perform Release 3 SP 4 at your site, and have installed the relevant Health Check Reports patch pack, to ensure that all reports run properly, the Max Number of Records parameter in Crystal Version 11.5 must be configured to Unlimited.

This procedure describes how to configure the Max Number of Records parameter.

To configure the Max Number of Records parameter in Crystal Version 11.5:

1. From the Start menu, select Programs > Business Objects > Crystal Reports Server > Central Configuration Manager.

The Central Configuration Manager window appears.Figure A-1 Central Configuration Manager

2. Right-click Report Application Server and select Stop.

3. Right-click Report Application Server again and select Properties.

The Report Application Server Properties window appears.

4. Click the Parameters tab and change the Max Number of Records to Unlimited.

Appendix A: Troubleshooting


133

Figure A-2 Report Application Server Properties Window

5. Click OK.

6. Restart the Report Application Server service. Make sure that its status changes to Running.

134 Appendix A: Troubleshooting


Health Check Reports User Guide - NP - 3 SP4 - 3.1 -3.2 - 3.5

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