NICE Inform Quick Reference Guide

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NICE PUBLIC SAFETY SOLUTIONSNICE INFORM QUICKREFERENCE GUIDERelease 9.1November 2019Copyright 2019. All rights reserved.

Important NoticeSubject always to any existing terms and conditions agreed between you and NICE or any Affiliate with respect to the productswhich are the subject matter of this document. Neither NICE nor any of its Affiliates shall bear any responsibility or liability to a clientor to any person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any productsupplied or any reliance placed on the content of this document. This includes, but is not limited to, any interruption of service, lossof business or anticipatory profits or consequential damage resulting from the use or operation of any products supplied or thecontent of this document. Information in this document is subject to change without notice and does not represent a commitment onthe part of NICE or any Affiliate.All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE or anAffiliate and is protected by United States and international copyright laws. Permission is granted to use, view and photocopy (orprint) materials from this document only in connection with the products to which this document relates and subject to the terms oflicense applicable to such products. Any other use, copying, distribution, retransmission or modification of the information in thisdocument without the express prior written permission of NICE or an Affiliate is strictly prohibited. In the event of any permittedcopying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend orcopyright notice shall be made.Products supplied may be protected by one or more of the US patents listed at www.nice.com/PatentsFor the full list of trademarks of NICE and its Affiliates, visit www.nice.com/Nice-Trademarks. All other marks used are the propertyof their respective proprietorsPart number: OM812-123-09-01-02-01Date: November 2019MSR2437 Rev10

NICE InformQuick Reference Guide R9.1Logging in: Basic Operations12Open Internet Explorer/Edge: Inthe Address box, enter the addressfor your NICE Inform server (http:// informserver /inform) and pressENTER. If NICE Inform has beeninstalled on your workstation, runthe NICE Inform client instead.My NICE Inform Server:My Login Name:Login dialog: Enter your loginname and password. When usingMicrosoft Active Directory to log into NICE Inform, enter your domainuser name and password andselect the required domain from thedrop down list.NICE Inform applicationsOnce logged in to NICE Inform,there are a number of applicationsthat can be used. This variesdepending on your license and userprivileges. To start an application,click on the name under the NICEInform logo, or if under theAdministration menu, click thedown arrow and make the requiredselection.Application SelectorMonitor: Monitor near real time audio and replay recent calls from channels on an audio logger.Reconstruction: Search and playback of recordings in graphical (Timeline display) and tabular format.Organizer: Create and manage your incidents and distribute them (i.e. in Media Player format).Reporter: Create reports on data from data sources supported by NICE Inform, and from Evaluations.Evaluator: Evaluate and assess call takers within a Control Center environment.Audit: View and manage the audit events raised within a NICE Inform system.User Administration: Configure system-wide and user-by-user security for NICE Inform.System Administration: Add and configure data sources, resources, NICE Inform Servers, etc.Template Designer: Create forms and question types for use within NICE Inform Evaluator.www. nice. comSettingsAccessing the HelpYou can, at any time accesscontext sensitive help by eitherpressing F1 or by clicking theQuestion mark and selectingContents from the menu.HelpLogout

NICE InformQuick Reference Guide R9.1Monitor: Monitoring PanelThe Monitoring panel enables you to monitor audio from loggerchannels, in near real time (excluding NiceVision audio). There is adelay in the audio feed, typically a few seconds. Single or multiplelogger channels can be monitored from either a physical recordingdevice or logical resource groups.The following main features are available within the Monitoring panel:Monitor Control PanelMonitor (Shift Space) - click to start monitoringthe selected resource.Stop (Shift Space) - click to stop monitoring ofthe selected resource.Stop all (Ctrl I) - click to stop monitoring allresources.Replay last message (Ctrl R) - click to replaythe last recording on the selected resource. TheRecent calls panel automaticallyopens.Resources TableThe Resources table displays all the channel based resources that youhave chosen to view when using the Resources panel. Use theResources table to monitor live resources.PreferencesClick the Preferences buttonwww. nice. comto customize your audio options.Monitor Control PanelResources TablePreferences

NICE InformQuick Reference Guide R9.1Monitor: Recent Calls PanelReplay recent calls or in progress calls from channels on a logger usingthe Recent calls panel. All calls associated with a data source orresource group are searched for and displayed within the Results tableorder for you to replay the calls you require. It also supports the replayof dynamic (non channel based) resources e.g. agent ID, extension andtalkgroup. The following main features are available within the RecentCalls panel:Recent CallsControl PanelTimelineDisplayResourcesTableRefresh SearchResultsPreferencesMonitor Control PanelFor functionality as to the buttons in the Recent Calls panel, refer to thePlayback Control panel in the Reconstruction Search and Playbacksection.Timeline DisplayResource LabelResource Type IconReplay CursorCall BarRecording Location IconsThe Timeline display shows the current call being replayed in ahorizontal strip graphical form. The horizontal strip for the call shows:The start and end point of the call.Points at which, an annotation or ANI/ALI have been added to the call.Refer to the Reconstruction section for the Recording location iconsdisplayed within the () column. However, there are two icons unique tothe Recent Calls panel:In Progress - the recording is in progress. If a recording is in progressthe Stop Time column displays 'In progress' as the recording has notfinished.Resources TableThe Results table comprises a table of returned calls associated with a resource(or resources) within a recording system or resource group.www. nice. comComplete awaiting data - the recording is complete but the data for therecording is not fully available. Once available the icon disappears.

NICE InformQuick Reference Guide R9.1Reconstruction: Main ScreenThe NICE InformReconstructionapplication is theinvestigation tool in NICEInform.Search PanelInsight PanelPlaybackControl PanelAnnotationPanel ButtonTimelineView SelectorPreferencesThe Reconstructionapplication enables you tosearch for recordingsstored on various datasources, and replay themas required.When a search iscompleted, the results aredisplayed in a table andgraphical timeline format.A selection of recordingsor partial recordings fromthe results can beselected for playback.When playing back frommultiple sources,recordings are replayedsynchronously.CAD SearchPanelwww. nice. comSavedSearches PanelTimelineDisplayResults TableMoveableSplitter BarFilter PanelButtonRedactionPanel Button

NICE InformQuick Reference Guide R9.1Reconstruction: Search and Playback1Search Panel: Select a time range tosearch or select range between a now anda period in the past (minutes, hours, days,weeks or months).2Select Resources: Click the Browsebutton. Select the required resources fromthe Resource Selection dialog.3Map Search: If licensed for mapping, usethe provided options To search withinzones on the map.4CAD Search:If licensed forCAD andhave the UseCADintegrationprivilegeassigned toyou, use theprovidedoptions tosearch forCADincidents.Play - click to start playback of theselected recording from the beginningof the selected recordings .Pause - click to stop playback of theselected recording at the currentposition. When clicked, changes to Playwhich when clicked, playback of theselected recording restarts from thepaused position.15245www. nice. comAGC on/off - AGC (Automatic Gain Control)improves the clarity of quiet audio. Click to switch theAGC on or off, depending on its current state.Skip silence - when enabled, any periods in theselected recordings that does not contain playableitems is not played (skipped). This is silence betweenaudio recordings and gaps between any otherrecording type.Stop - stops the replay of the recording3Run theSearch: Clickthe Searchbutton and theresults arereturned.Playback Control Panelcurrently being replayed. The playbackcursor moves to the earliest point in theselected recordings.Date and time output - when enabled, the dateNext - when clicked, replay skips to theSequential/Summed playback - toggles betweenand time of the recording are provided.next recording in the selection.Sequential and Summed playback modes.Previous - when clicked, replay skipsLoop on/off - Loop mode enables you toto the previous recording in theselection.continuously replay the selected recordings and/or allrecordings between playback markers.Rewind - moves the position of theWait control on/off - playback is paused onrecording currently being replayed backby a predefined amount.completion of each recording instead of eachrecording being replayed automatically in sequence.Fast forward - moves the replayReset playback speed - resets the currentposition of the recording currently beingreplayed forward by a predefinedamountplayback speed to x1 (normal)

NICE InformQuick Reference Guide R9.1Reconstruction: Button BarSelect all – selects all recordings (including events) in the Timeline displayand Results table.Empty clipboard – clears the contents of the clipboard.Transfer – there are three options within the drop down list:Add to Organizer – starts a Wizard that enables you to add yourselected recordings to a new or existing incident within Organizer.Information Balloons on playback – once enabled, customizableinformation is displayed in a balloon alongside the recording duringplayback.Smart transfer to Organizer – starts a Wizard that enables you to transferrecordings to Organizer without having to use Reconstruction to search forthe recordings first.Evaluate – starts a Wizard that enables you to add your selectedrecordings to a new or existing evaluation within Evaluator.Load/Save scenario – there are 4 options within the drop down list:Save Scenario – saves selected recordings as a scenario for futureuse.Load Scenario – loads saved scenarios back into the Timeline displayand Results table.Save Audio – saves selected audio recordings as .wav or .wma file foruse outside of NICE Inform.Save Video – saves selected video recordings as .avi or .nvf (NICEVideo) file for use outside of NICE Inform.Printing wizard – starts a wizard that enables you to print details for theselected recordings.Add to clipboard – adds the selected recordings to the clipboard.View clipboard – toggles between the main view of current search resultsand the clipboard view.Goto new position / set start and end markers – opens dialog whichenables you to do the following:Locate the required replay position (date time) on a selected recording.Set start and end markers for playback within the search time frame.Paired results view – a drop down list is provided for you to choosewhether you require viewing primary results only, secondary results only orto hide all paired results.In order to view paired results, the system first must be configured to havepaired resources. This is achieved by adding or editing a NICE Recording/NICE Inform Recorder, NLS or a NICE Interaction Management resourceAnnotation panel – expands to display the Annotation panel. It displaysannotations that have been added to the selected recording. From hereyou can update your annotations. They are used to mark a point of intereston a recording for future reference. These can be a combination of text,voice or image annotations.Filter panel – expands to display the Filter panel. This is used furtherrefine the list of recordings returned after the initial search, in effectreducing the number of recordings displayed. There are many options toassist the filter including, filtering on the resource logger and channels.Redaction panel – expands to display the Redactionpanel. This is used to redact (hide) audio from recordings.www. nice. com

NICE InformQuick Reference Guide R9.1Reconstruction: Timeline DisplayThe Timeline display shows the current searchresults in a graphical form of horizontal strips(recording bars). Functions of the Timelinedisplay include:TimelineLabelsReplayCursorZoom ControlSearch PeriodMarkerDisplaying the start and end of each recording.Points at which events occurred, and annotationsor ANI/ALI records have been added.The ability to select multiple recordings byclicking on a recording and by using the standardMicrosoft Windows Ctrl method while selectingsubsequent recordings.The ability to select parts of a recording by leftclicking and dragging over the required recordingsegment. Again using the Microsoft Windows Ctrlmethod, multiple partial selections are possible.The ability to create a combination of recordingsor partial selections which can then be sent toNICE Inform Organizer and NICE InformEvaluator using the Transferbutton fromthe main control.The vertical blue line is the Replay cursor. Thiscursor indicates at what point the recordings arebeing replayed relative to each other. It can bedragged using the left mouse button to therequired time.ResourceType IconsVolumeControlSearch PeriodMarkerNormal recording bar that is available for playbackRecording that has no associated data available or replaying the recording causesan errorRecording that has been tampered with (only applies to recordings on a NICERecording/NICE Inform Recorder data source)Recording with silence and the Skip all silence option is enabledFull duplex audio recordingCAD incidentMotorola Dimetra duplex recordingThe recording is highlightedEmergency audio recordingThe recording is selectedEmergency full duplex audiorecordingAn audio Recording The has beenmarked as restrictedwww. nice. comRecordingBarsThe recording is beingreplayed

NICE InformQuick Reference Guide R9.1Reconstruction: Results TableThe Timeline display shows the current searchresults in a graphical form of horizontal strips(recording bars). Functions of the Timeline displayinclude:The result type column header.The recording location type column header.The annotation type column header.Three default columns, Resource, Start Time andDuration, are present on the left of the table (afterthe icons). You can configure the columns to bedisplayed and the order they are displayed in theResults Table page within the Preferences control,otherwise the defaults are usedRecording Location IconsPlaying - playing the selected recording.Online video - video/screen recording found on logger’sonline storage.Playing a tampered recording - playing theselected tampered recording (for NICERecording/NICE Inform Recorder calls only).Online - on a NICE Storage Center Transferred to workstation - the recordinghas successfully transferred to theworkstation.Transferred to workstation a tamperedrecording - the tampered recording hassuccessfully transferred to the workstation (forNICE Recording/NICE Inform Recorder callsonly).Online audio - audio recording found onlogger’s online storage.www. nice. comNearline - on removable media that is currently in a loggermedia drive in ’retrieval’ mode.Partial audio - some of the audio is not available.Retrieval in progress - recording currently in the processof being transferred from removable media to a logger harddisk drive.Offline - on removable media that is not in a logger mediadrive in ’retrieval’ mode.Unplayable - there is no audio or video recording available.Restricted call (not located yet) - restrictedaudio recording or text conversation that has notbeen located yet for playback.Restricted call audio available - the Restrictedaudio recording or text conversation has beenlocated and is available for playback.Restricted tampered audio available - therestricted tampered audio recording or textconversation is ready for playback.Restricted audio unavailable - the restrictedaudio recording or text conversation is unavailablefor playback.

NICE InformQuick Reference Guide R9.1Organizer: Incidents PanelThe NICE Inform Organizer application enables you to:4233451Search: Enter search criteria e.g. name andnumber and time frame parameters e.g. lastnumber of days, months and date/time rangeto find your incident.New incident: Empty incidents can becreated by clicking the Create new incidentbutton.Recordings from Reconstruction and RelatedMaterial can then be added to this newincidentIncidents list: Once searched for, incidentsthat meet the search criteria are displayed inthe list. From here it can be opened.6Delete incident: Select the incident fromwithin the Incidents list and click the Deleteincident button.Authenticate an incident: Select the incidentfrom within the Incidents list and click theAuthenticate incidentbutton.The incident now has its files and associateddatabase entries checked for authenticity.www. nice. com76Distribute an incident. A distribution can be emailed,saved to a folder or removable media or in a NICEInform Media Player format.152Manage incidents. An incident is a collection ofrecordings (located using the NICE InformReconstruction application) and other related files(e.g. a video, document or image file). Once all thedata has been collected it can be stored, edited andthen prepared for distribution .Authenticating files within a Distribution: Select the incident from withinbutton.the Incidents list and click the Authenticate distributionWhen the distribution was created an authenticity stamp was added to all thefiles within the distribution. This feature checks to ensure the distribution is stillauthentic.7Import/export distribution: Click the Export and Import incidentbuttonand either select Import incident to import an incident into Organizer or Exportincident to export the selected incident from the Incidents list.

NICE InformQuick Reference Guide R9.1Organizer: Incidents Details Panel1Incident Folders panel: This panel showsfolders within an Incident (the root folderbeing the Incident). The Reconstructioncontent folder is always present, subfolderscan be created. The Incident Details panel willshow details for the selected folder.2New folder: Click the New folder buttonto create new Reconstruction Content,Related Material and Draft distribution folders.3Delete folder: Select either a sub folder ofthe Reconstruction Content, Related Materialor Distribution folder (Draft or Sealed) andbutton.click the Delete folder4buttonDistribute: Click the DistributeFrom the resulting list, select either Distributeselected folder (selected folder and subfolders are distributed) or Distribute all (allfolders within the incident are distributed).32461Distribution WizardUse the Distribution Wizard5Authenticate an incident: Select the incidentfrom within the Incidents list and click theAuthenticate incidentbutton.The incident now has its files and associateddatabase entries checked for authenticity.65to distribute the recordings and Related Material within your incident.You can distribute in the following formats:NICE Inform Media Player format. Required for when you do not have NICE Inform but require access toview a distribution using the NICE Inform Media Player.exe.To a folder or removable media.To an email address.Incident details: The information displayedwithin the Incident Details panel is related tothe folder selected in the Incident Folderspanel.www. nice. comDistributions to a folder or an email address are classed as Web distributions. This is because a HTM file isgenerated which displays a web link to all the files and recordings that are in the distribution

NICE InformQuick Reference Guide R9.1Reporter: Reports ViewThe NICE Inform Reporter application is the statisticalreporting tool for NICE Inform. It provides the ability tocreate and view reports that summarize data from thefollowing:Reports View andPublic Reports ViewReports TableButton BarPreferencesButtonData sources that are supported by NICE Inform.User evaluations that are created using NICEInform Evaluator.You can create reports using resources, resourcegroups, users, user groups, and evaluation forms.However, you MUST be granted access to thesebefore you can create the reportThe Reports view enables you to:View, run and configure the reports that you havecreated using the Reports table context menu orbutton bar.View and run the reports that other NICE InformReporter users have created using the PublicReports table Reports table context menu orbutton bar.Creating a new report from a template1. In the button bar, click the Create new reportbutton.2. Within the New Report dialog, select the Templates node in the Reports tree.3. Expand the TemplatesEvaluations).node and then select the required Report template typeReports Table4. Select the report template from the list and click the OK button.To view the Reports table within the Reports view,option.select the ReportsThe Reports table displays all the reports that youhave created.5. Click the General tab and enter a name and description for the report in the text boxes.Public Reports TableTo view the Public Reports table within the Reportsoption.view, select the Public ReportsThe Public Reports table displays all the reports thathave been created when the Make report public optionwas selected when the report was created.www. nice. comnode (Call data or6. Select whether you require this report to be public and click the OK button.7. Click the Data tab and configure the time frame settings and select the required resources, users or usergroups (depending on the template type).8. Click the Designer tab. An example of the report chart type that will be created is displayed. In the Propertiessection, the report title, X and Y axis labels are pre-populated. Edit these if required.9. On completion, click the Save button. The report is now displayed in the Reports table.

NICE InformReporter: Dashboard ViewThe Dashboard view displays a summary of your preferred, commonlyused reports. This is the default view every time you open NICE InformReporter.Once you log in to NICE Inform and open NICE Inform Reporter, thereports are automatically run. This information is remembered whenyou navigate to the Reports view or to another NICE Informapplication. It is not remembered once you log out of NICE Inform.Dragging reports between grid slots within the Dashboard viewYou can drag reports around in the Dashboard view. Simply select thereport, keep the mouse button pressed and drag the report to anavailable grid slot location and release the mouse button.The report is swapped if the slot is already occupied.Adding reports to the Dashboard viewClick the Dashboard preferencesbutton and the Preferencescontrol for the Dashboard view is presented. This control offers thefollowing functionality:Select which reports you require in the Dashboard view.Configuration and number of grid slots in the Dashboard view.Remove reports from the Dashboard view.www. nice. comQuick Reference Guide R9.1

NICE InformQuick Reference Guide R9.1Evaluator: Evaluations PanelThe Evaluations panel is where the evaluations are searchedfor, opened from and where evaluation schedules arecreated1Search: Enter search criteria e.g. name, the PSOperator being evaluated, evaluation status etc. andtime frame parameters e.g. last number of days,months and date/time range to find your evaluations.2Evaluations list: Once searched for, evaluationsthat meet the search criteria are displayed in the list.From here it can be opened.3Delete evaluation: Select the evaluation fromwithin the Evaluations list and click the Deletebutton.evaluation4Configure evaluation schedules: Click thebutton toConfigure evaluation schedulesdisplay the Configure schedules control to allow youto create, edit and delete evaluation schedules.button and select the New Schedule option.The New Evaluation Schedule Wizard startsenabling you to configure the following:To create a new schedule, click the NewSchedule details - the name and evaluationgeneration rate.Call selection criteria - criteria that either allcalls have to match or calls to match one or morecriteria (e.g. duration greater than 60 seconds).Evaluation form - the evaluation form used forthe evaluation schedule.Evaluating user - the user who will be assignedthe evaluation.Operator - the operator(s) to be evaluated.www. nice. com4213

NICE InformQuick Reference Guide R9.1Evaluator: Evaluation PanelThe Evaluation panel is where you perform your evaluationon the PS Operator. It allows you to review their calls usingthe Timeline display, Results table and Playback Controlpanel. For functionality, refer to the Reconstruction section.Editing evaluation details - the name and description foryour evaluation within the General page.Performing an evaluation - within the Evaluation page, aform with question is provided for you to answer relating tothe PS Operator (user) that is being evaluated. The availablequestions depend on the form that is being used.Managing evaluation notes - the Notes page is useful forusers that are reviewing an evaluation that has beenperformed on them and have any feedback or questions.Here you can create a new note and once created you canview the note. Details such as the date the note was createdand who created it are also provided.Setting access privileges- any evaluation created isassociated with the user who created it who has full controlaccess rights. Whilst creating the evaluation, further userscan be granted customizable access. The Access Privilegescontrol provides this functionality.Progressing an evaluationClick the Progress the evaluationbutton and select the required evaluation progress state:In progress - evaluation is currently in progress.Awaiting review - the user that is being evaluated can now review the evaluation.Complete - the evaluation has been completed.Completed Without Agreement - if an evaluation is set to Complete by a user other than the evaluating user. The user MUST have been provided Evaluate accessrights for the evaluation and also have the Allow user to complete evaluations privilege assigned to them.Revert evaluation to In Progress/Request to reconsider evaluation - an evaluation can be moved from Awaiting review state to In progress state by an evaluatorwhen selecting Revert evaluation to In Progress or by an evaluatee when selecting Request to reconsider evaluation.Incomplete - when an evaluation that is in the In Progress state, has its media deleted by evaluation age based deletion.Autocomplete - when an evaluation that is in the Awaiting Review state, has its media deleted by evaluation age based deletion.www. nice. com

NICE (NASDAQ: NICE) is the worldwideleader of software solutions that deliverstrategic insights by capturing andanalyzing mass quantities of structured andunstructured data in real time from multiplesources, including phone calls, mobileapps, emails, chat, social media, andvideo. NICE solutions enable organizationsto take the Next-Best-Action to improvecustomer experience and businessresults, ensure compliance, fight financialcrime, and safeguard people and assets.NICE solutions are used by over 25,000organizations in more than 150 countries,including over 80 of the Fortune 100companies. www.nice.comCONTACTSGlobal International HQ, Israel,EMEA, Europe and Middle East,T 972 9 775 3777T 44 0 1489 771 200Americas, North America,Asia Pacific, Singapore OfficeT 1 1 551 256 5000T 65 6222 5123The full list of NICE marks are the trademarks or registered trademarks of Nice SystemsLtd. For the full list of NICE trademarks, visit www.nice.com/nice-trademarks. All othermarks used are the property of their respective proprietors.CONTENTS OF THIS DOCUMENT ARE COPYRIGHT 2018.

www.nice.com The NICE Inform Reconstruction application is the investigation tool in NICE Inform. The Reconstruction application enables you to search for recordings stored on various data sources, and replay them as required. When a search is completed, the results are displayed in a table

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