Verint Systems Blog

Impact 360^® provides pop-ups as a convenient way to alert employees about special conditions or circumstances that may require immediate attention. Available as a separately licensed application for the Impact 360 suite (version 7.8 and higher), pop-ups can be assigned a delivery status that impacts how they are displayed on the desktop. For example, pop-ups sent via “normal” delivery display on the desktop for about five seconds before moving to the tray. Pop-ups sent as “confidential” move directly to the tray and require two sets (layers) of clicks to help prevent employees from inadvertently exposing the information. Pop-ups sent via the “high” priority delivery method cover three-quarters of the desktop and must be clicked on to be moved to the tray.

Impact 360 Workforce Management provides three options for performing preference-based scheduling and prioritizing wait lists: Seniority, Rank, and Seniority and Rank. What’s the third option for? It’s a tie-breaker if you have employees with the same seniority dates.   

If you move groups in Impact 360^® Quality Monitoring™ Version 10, be sure to run the Synchronize Group Hierarchy tool to remove historical data (such as contact data and evaluations) from the previous parent groups (higher branch). You can do this easily by double–clicking on the Synchronize Group Hierarchy tool on the System Tools “Run” tab.

Do you need additional search and reporting capabilities beyond what’s available in the standard fields of Impact 360^® Quality Monitoring Version 10? If so, consider using Conditional Custom Data (CCD) fields. By defining one of the available three fields with parameters you have available (such as ANI, DNIS, Extension, etc.), you can easily add this enhanced functionality.

Within Toolbox, go to Conditional Custom Data and select “Edit” for any of the desired CCD fields. Define the values for the CCD field and their supporting rules, and then assign access to the appropriate user’s profile. You can customize your use of this highly dynamic functionality even further by changing the Caption Editor for the newly defined CCD field. It’s that simple!

Are you using Advanced Scorecards in Impact 360^® version 7.8 or higher? Did you know that you can replace the Standard Scorecards icons with icons from a custom image directory? The icons show the status of each currently displayed KPI based on actual value or peer value, indicating whether they meet specified variance levels and goals.

Here’s how to customize your icons:

1.    Ensure that your custom icons have the following dimensions in pixels: h:16 w:15

2.    Rename your custom icons’ filenames so that they match those of the default icons. Make sure you know the Score value you want each of your custom icons to represent: Excellent, Good, Average, Poor, and Bad. When users hover their mouse over an icon, they will see the score value you associated with that icon. 

3.    Create a directory on the application server called: c:\verint\custom_image\scorecards\

4.    Insert your custom icons in the c:\verint\custom_image\scorecards\ folder, using the names you created for them in Step 2.

5.    Restart the Application Server and view the new customized icons in Scorecards. It’s that simple!

Did you know you can use Impact 360^® Quality Monitoring^TM V.10 to capture and evaluate your employees’ performance and behaviors, even if the evaluations do not directly relate to a recorded interaction? These evaluations are called “External Evaluations” since they relate to interactions that are not recorded, and hence, are external to the system.

To fill out an external evaluation, simply click on the “Evaluate” button on the QM portal and select the employee you need to evaluate, the time period covered by the evaluation, and other relevant data. You will be presented with an evaluation form, which you can fill out and use in the same way as when you evaluate a recorded contact. Note that all QM reports and capabilities that apply to standard evaluations are also available to external evaluations.

If you move groups in Impact 360® Quality Monitoring™ Version 10, be sure to run the Synchronize Group Hierarchy tool to remove historical data (such as contact data and evaluations) from the previous parent groups (higher branch). You can do this easily by double–clicking on the Synchronize Group Hierarchy tool on the System Tools “Run” tab.