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Transcript of VERINT EFM 7 - efmhelp.netefmhelp.net/robohelp/robohelp/server/EFMHelp7.1/projects/EFMHelp/... ·...
Page 1 of 22 Last Updated: 1/14/2014
Throughout the winter, Verint will upgrade its EFM software to the latest release, version 7.1. SaaS customers will
receive this update as part of their regularly scheduled maintenance window, and no further action is required.
Customers with special release maintenance criteria will be assigned separate release upgrade dates based on
mutual agreement with their Verint Account Managers. Customers with the application installed on premise will
receive a separate email notifying them that the update is available for download.
VERINT
EFM 7.1 Release Overview
Page 2 of 22 Last Updated: 1/14/2014
Table of Contents
DATA SETS (NEW FEATURE) 4
Creating a Data Set 4
Data Points 5
Linked Fields 7
Publishing a Data Set 9
REPORTING IMPROVEMENTS WITH 7.1 10
Reports Tab (New) 10
Reports - Adding Questions from Multiple surveys 10
Drag and Drop Support 11
Cross Tab (Bubble) Charts 12
Campaign Statistics Element 12
Advanced Properties in Report Elements 13
Top Box Scores on Trend Table and Trend Chart 13
Net Score on the Top Box Cross Tab Chart 13
Goal Line on the Chart Report Elements 14
Series Palette for Frequency Tables 14
CASE MANAGEMENT 15
Pipe Survey Responses into Custom Properties 15
Case Summary Pareto Chart 15
Notify Users on Case Actions 16
Organizations 16
Survey Response for the Case 17
Case Assignment Notification Email 17
IMPROVED SURVEY DESIGN EXPERIENCE 17
Same Page Conditional Visibility 17
Quick Search on My Surveys Grid 18
Edit Page Titles Inline 18
Scale Slider Width 19
Page 3 of 22 Last Updated: 1/14/2014
LIBRARY CHANGES 20
Image Manager 20
Media Manager 20
Code Blocks and Text Blocks 21
ADMINISTRATION 22
Users Grid 22
Page 4 of 22 Last Updated: 1/14/2014
Data Sets (New Feature) EFM 7.1 includes a new Data Sets feature which helps users effectively track and resolve customer engagement
through multiple surveys. Users can now combine results from multiple surveys into a single data set for analysis.
It is most useful for:
Performing aggregate analysis over multiple surveys containing the same or similar questions
Augmenting the questions in one or more surveys with related data – like customer demographics
The Data Sets feature can be accessed using the new Reports tab.
Figure 1: New Reports Tab with Data Sets
Creating a Data Set
A Report Author can create a Data Set using a three-step procedure:
1. Add Data Points
2. Tie-in Linked Field, and
3. Publish for Reporting
Reports
Tab
Data Sets
sub tab
Page 5 of 22 Last Updated: 1/14/2014
Figure 2: Steps for Creating a Data Set
Data Points
After creating the data set container, a Report Author needs to add Data Points to it. Data Points are survey questions,
which a Report Author wants to use for their analysis. A Report Author can add, edit, combine and publish several Data
Points (or questions) for their Data Set.
Figure 3: Adding a Data Point
Return to
Data Sets
grid
Add Data
Points
Page 6 of 22 Last Updated: 1/14/2014
Figure 4: Selecting Questions for the Data Point
Questions from multiple surveys can be combined into a single Data Point. This allows Report Authors to track
responses to similar questions across multiple surveys in the data point and use this combined Data Point for reporting.
Clicking on the Data Point in the grid brings up the Edit Data Point dialog which can be used to both modify the data
point and combine other questions into this Data Point.
The Report Author can also click on Recode… to launch a dialog which can be used to recode values for questions,
which are not similar, but cover the same measurement (e.g. likelihood to recommend).
Access Questions
from My survey
Access Questions
from Other Users
Access Questions
from Profile
Surveys
Page 7 of 22 Last Updated: 1/14/2014
Figure 5: Editing a Data Point by clicking on it
Figure 6: Recoding Data Point values
Linked Fields
Linked Fields allow Report Authors to copy contextual (or demographic) information known about a population to all
the results in their data set. This allows identifying the same participant across multiple surveys (even Email List
surveys) and accessing their contextual data to allow for better filtering and segmentation. Linked Fields can be added
from Profile Information in the Panel, as well as from questions within other regular surveys.
Combine Data
Point
Change
Report Labels
Recoding
Values
Recoding a 10 point scale to a
5 point scale
Page 8 of 22 Last Updated: 1/14/2014
To add a Linked Field, an Identity Data Point needs to be added in your data set (using Add Data Point) first. An
Identity Data Point holds unique identifying information about your respondents, which can be used to identify them
when importing in Linked Fields (Demographic Data) to your data set. Only the Fill in the Blank questions can be set as
Identity Data Points.
Figure 7: Adding a Linked Field
Figure 8: Selecting Questions for Linked Fields
Add Linked
Field Button
Need to Add an Identity Data Point first
to add a Linked Field
Adding a
Linked Field
Access Questions
from survey
Access Questions
from Profile
Surveys
Page 9 of 22 Last Updated: 1/14/2014
Figure 9: Connecting the Linked Source
Publishing a Data Set
After creating the Data Set, a Report Author can publish it to make it available for further reporting. Once the Data Set
is published, its editing is restricted. The Data Points and Linked Fields become available for reporting. The Publish
button is renamed to Re-publish and becomes unavailable until further modifications are made to the Data Set.
Figure 10: Publishing a Data Set
Identifier in the
Data Set
Identifier in the
Source data
(Profile Survey)
Publish button
Page 10 of 22 Last Updated: 1/14/2014
Reporting Improvements with 7.1
Reports Tab (New)
There is a new Reports tab, which allows Report Authors to quickly access their existing reports, as well as create new
reports and Data Sets. The Reports tab can used to create, view, copy, download, share and delete reports that a
Report Author can access.
Figure 11: New Reports Tab
Reports - Adding Questions from Multiple surveys
Starting with 7.1, Report Authors can now mix report elements from various surveys in a single report. This allows
including questions from My Surveys, Shared Surveys, Other Surveys, Profiles, as well as Data Sets.
Figure 12: Adding Questions from Other Sources
Reports Tab
Access
Reports
Access
Data Sets
Create a new
Report
Click on
Data Source
Link to
access all
SourcesQuestions from the
current source
Page 11 of 22 Last Updated: 1/14/2014
Figure 13: Selecting Questions from Other Survey
Figure 14: Source Citation on the Report Element
Drag and Drop Support
The Report Designer now supports Drag and Drop functionality. This allows a Report Author to drag and drop report
elements into the desired position.
Source
Citation
Page 12 of 22 Last Updated: 1/14/2014
Cross Tab (Bubble) Charts
A new chart type called Cross Tab Chart has been added to the Reporting Designer. This element allows you to
view a cross-tabulation of two selected questions as a chart. The size of the bubbles inside the chart depends on the
number of responses to the corresponding question.
Figure 15: Cross Tab Charts
Campaign Statistics Element
The Campaign Statistics Element allows Report Authors to get a quick overview of how individual survey
campaigns are performing. Campaign Statistics for different surveys can be included in a report, thus providing the
Report Viewer an overview of how different campaigns are performing.
Figure 16: Campaign Statistics Element
Page 13 of 22 Last Updated: 1/14/2014
Advanced Properties in Report Elements
Report Authors can access Advanced Properties for all report elements by clicking on the Advanced icon in the
lower-right corner of the report element. The advanced properties enable:
1. Editing the default Report Element labels
2. Control visibility (Show/Hide) rows or columns to display only values that you want
Figure 17: Advanced Properties
Top Box Scores on Trend Table and Trend Chart
The Top Box distribution can now be added to the Trend Table and Trend Charts using the Displayed Values
section.
Figure 18: Top Box options in Displayed Values
Net Score on the Top Box Cross Tab Chart
Net Score can now be added to the Top Box Cross Tab chart using the Displayed Values section.
Add the Top
Box
Distributions
Page 14 of 22 Last Updated: 1/14/2014
Goal Line on the Chart Report Elements
Goal Lines can be added to the Frequency Chart and the Trend Chart report elements by selecting the Show Goal
Line checkbox in the Displayed Values section.
Figure 19: Goal Line on a Frequency Chart
Series Palette for Frequency Tables
Series Palette can now be defined for Frequency tables which allow better illustration of data values on the chart.
Figure 20: Define Series Palette for a Frequency Table
Show Goal Line
Page 15 of 22 Last Updated: 1/14/2014
Case Management
Pipe Survey Responses into Custom Properties
With 7.1, survey responses can now be piped into Custom Properties for cases created by Survey Triggers. When the
trigger is activated, the response used by the Trigger Criteria is applied to the newly created case as a custom property.
Additionally Survey Responses can also be piped into the “Assigned To” field to automate the Case Assignment
process.
Figure 21: Piping Survey Responses into Custom Properties
Case Summary Pareto Chart
Case Counts for Core, as well as custom properties can now be summarized in a Pareto Chart. The Pareto Chart is a type
of chart, where individual values are represented in descending order by bars, and the cumulative total is represented
by the line. By looking at the bars and line, you can quickly determine which cases make up 80% of your activity.
Pipe a survey response
Page 16 of 22 Last Updated: 1/14/2014
Figure 22: Case Summary Pareto Chart
Notify Users on Case Actions
Case Agents can now notify other users in the workgroup about a case using the Notify Users field on the case actions.
Figure 23: Notify users on actions like Assign
When a workgroup user is notified, they receive an email about the Case Action (e.g. Assign), as well as the Case URL.
Organizations
Cases can now be assigned to users who are part of different teams within an organization. The teams can be created
and assigned users using the new Organization Tab. Users can be given team level permissions to view and edit cases
from the Roles tab under Administration.
Notify Users
Page 17 of 22 Last Updated: 1/14/2014
Figure 24: Defining Organizations
Survey Response for the Case
When a case is created by a survey trigger, under the Source Details section, the survey response can now be clicked on
to reveal the other responses from a respondent.
Case Assignment Notification Email
When a case is assigned to a user, they now receive a notification email with the Case URL embedded in the email.
Improved Survey Design Experience
Same Page Conditional Visibility
With 7.1, conditional visibility can be set for questions on the same page. While using this option, only questions on the
same page, before the current question are available for setting the criteria. Currently it supports only the Choose One
and Choose Many question variants. This feature requires the JavaScript Required property under Survey Properties to
be turned ON.
Page 18 of 22 Last Updated: 1/14/2014
Figure 25: Same Page Conditional Visibility
Quick Search on My Surveys Grid
Survey Administrators can now search for surveys they have access to on the My Surveys Grid. This option allows
searching across the Workgroups, using either the name of the survey or the name of the owner.
Figure 26: Quick Search on My Surveys Grid
Edit Page Titles Inline
With 7.1, all titles including the Survey Title, Survey pages, Report pages, Intercepts, etc. can now be edited inline.
Checkbox to
enable Same
Page
Conditional
Visibility
Quick Search
Page 19 of 22 Last Updated: 1/14/2014
Figure 27: Editing Titles Inline
Scale Slider Width
Survey Authors can now specify the overall scale slider width, so that questions with multiple choices can be displayed
properly.
Figure 28: Adjusting the width of the Scale Slider
Provide the
Overall Scale
Slider width
Page 20 of 22 Last Updated: 1/14/2014
Library Changes
Image Manager
The Image manager can now be accessed from the Library tab. From here, users can upload and delete images that
they have access to. The users can create sub-folders for specific surveys and also edit images using the built-in image
editor.
Figure 29: Image Manager in the Library
Media Manager
The Media Manager, like the Image Manager, can also be accessed from the Library tab. From here, users can upload
and delete videos that they have access to.
Figure 30: Media Manager in the Library
Image Manager Basic Image
Editing capability
Page 21 of 22 Last Updated: 1/14/2014
Code Blocks and Text Blocks
Survey Administrators can now define code blocks and text blocks for the workgroup in the Library.
Figure 31: Adding a Code Block to the Library
A code block or text block shared in the Library can be used by a Survey Author by clicking on Add from Library, and
selecting Other Content from the Insert Item dialog.
Figure 32: Adding a Code Block from the Library
Page 22 of 22 Last Updated: 1/14/2014
Administration
Users Grid
The Users Grid has been updated to allow quick editing by clicking on the user. Additionally, the grid view can be
exported out to CSV, TSV or Excel format.
Figure 33: User Grid - Export Users, Notify Workgroup Users
The Administrator can also select users and click on “Notify Selected Users” to send them a notification.
Figure 34: Notify Users Dialog
Export Users
Notify Users