NICE Perform

Release 3.2

Database Kit Guide

June 2009

385A0676-04 Rev. A0

Insight from Interactions

TM

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385A0676-04 Rev. A0

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Contents
1
Introduction 9
About the Database Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Limitations and Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Database Connection Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Installing the Database Kit on the Data Mart Server . . . . . . . . . . . . . . . . . . . 12

2
Domain Diagrams 15
Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Computer Telephony Integration (CTI). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 NICE Customer Feedback (NIF) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Content Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Quality Management (QM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Screen Content Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3
Views 25
vwNiceDBKitUser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 vwNiceDBKitAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 vwNiceDBKitHierarchyGroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 vwNiceDBKitGroupMembers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Contents NICE Perform Release 3.2: Database Kit Guide 5

vwNiceDBKitGroupManagers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 vwNiceDBKitOrganizationGroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 vwNiceDBKitListType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 vwNiceDBKitList . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 vwNiceDBKitListItem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 vwNiceDBKitPrivilegeInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 vwNiceDBKitProfile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 vwNiceDBKitProfilePrivilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 vwNiceDBKitUserProfile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 vwNiceDBKitGroupProfile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 vwNiceDBKitSiteInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 vwNiceDBKitSystemResource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 vwNiceDBKitAuditMessageType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 vwNiceDBKitAuditMessage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 vwNiceDBKitPbsNifSurveyResult . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 vwNiceDBKitPbsNifQuestionResult . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 vwNiceDBKitPbsNifSurveyQuestionBank . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 vwNiceDBKitSurveysAndEvalutations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 vwNiceDBKitEvaluationQuestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 vwNiceDBKitCoachingPackage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 vwNiceDBKitCoachingPackageDistribution . . . . . . . . . . . . . . . . . . . . . . . . . 63 vwNiceDBKitCoachingPackageListItems. . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 vwNiceDBKitEvaluationObjects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 vwNiceDBKitCoachingPackageReview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 vwNiceDBKitCoachedUsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 vwNiceDBKitCoachingandEvaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 vwNiceDBKitEvaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 vwNiceDBKitEvaluated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 vwNiceDBKitForm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 vwNiceDBKitFormQuestion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 vwNiceDBKitFormSection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 vwNiceDBKitQuestionTypes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 vwNiceDBKitQuestionBank . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Contents NICE Perform Release 3.2: Database Kit Guide 6

vwNiceDBKitEvaluationAnwers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 vwNiceDBKitEvaluated GroupID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 vwNiceDBKitEvaluationValue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 vwNiceDBKitEvaluationSections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 vwNiceDBKCoachedUsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 vwNiceDBKitContact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 vwNiceDBKitContactInteraction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 vwNiceDBKitInteraction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 vwNiceDBKitInteractionGroupID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 vwNiceDBKitParticipant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 vwNiceDBKitRecording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 vwNiceDBKitReserved . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 vwNiceDBKitCompoundCallHeader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 vwNiceDBKitSegments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 vwNiceDBKitSummedExcitementSummary . . . . . . . . . . . . . . . . . . . . . . . . . 116 vwNiceDBKitSummedTalksOverSummary. . . . . . . . . . . . . . . . . . . . . . . . . . 117 vwNiceDBKitCACallExcitementSummary . . . . . . . . . . . . . . . . . . . . . . . . . . 118 vwNiceDBKitCACallTalkOverSummary . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 vwNiceDBKitExcitementLevel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 vwNiceDBKitExcitementSummary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 vwNiceDBKitGroupWords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 vwNiceDBKitWordGroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 vwNiceDBKitWords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 vwNiceDBKitWordSpotting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 vwNiceDBKitWordSpottingSummary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 vwNiceDBKitTalkOverSummary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 vwNiceDBKitWordGroupsBank . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 vwNiceDBKitScreenSenseKitEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 vwNiceDBKitScreenSenseGroupEvents . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 vwNiceDBKitScreenSenseEventsGroups . . . . . . . . . . . . . . . . . . . . . . . . . . 132 vwNiceDBKitScreenSenseNotificationContacts . . . . . . . . . . . . . . . . . . . . . 133 vwNiceDBKitScreenSenseNotificationsInteractions . . . . . . . . . . . . . . . . . . 134

Contents NICE Perform Release 3.2: Database Kit Guide

vwNiceDBKitScreenSenseNotificationValues . . . . . . . . . . . . . . . . . . . . . . . 135 vwNiceDBKitScreenSenseNotifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

A
Resource Types 137

B
Audit Message Types - Enterprise Environments 143

C
Audit Message Types - Compliance Environment 155

Contents NICE Perform Release 3.2: Database Kit Guide

1
Introduction
This document describes the NICE Perform Database Kit application installation and its content, functionality and connection methods.

Contents

About the Database Kit .................................................................................................. 10 Installing the Database Kit on the Data Mart Server....................................................12

Chapter 1: Introduction NICE Perform Release 3.2: Database Kit Guide

About the Database Kit

About the Database Kit

The Database Kit is a set of views based on the NICE database tables, which simplifies the way to access and query data on the Data Mart Server. These views reflect data in many aspects in order to allow users to use this data for their own database solutions.

Overview
Microsoft SQL Server 2005/2008 is used for storing metadata of the calls, as well as other interaction data. There are several NICE Perform databases on the SQL Server, each one containing its own unique metadata, and an additional database called nice_dw, which serves the Data Mart Server. The nice_dw database contains most of the metadata from all the NICE databases, as well as from other sites (if configured). Based on the data stored on this database, a set of views is defined to help customers query the NICE database. You must configure the Data Mart Server in the System Administrator and define its population schedules.

Limitations and Prerequisites

Before installing the NICE Perform Release 3.2 Database Kit, your system must meet the following requirements:

NICE Perform Release 3.2 is installed. NICE Data Mart Server has been configured in the NICE Perform System Administrator and all necessary domain accounts have been defined.

Security
NICE Perform Release 3.2 supports both Windows Authentication and SQL Authentication; the default security setting is Windows Authentication.
Windows Authentication

In order to connect to the SQL Server by using the Windows Authentication login option, the user must have windows privileges for the machine. In addition, the user must be mapped to a SQL Server login that has database permissions.
SQL Authentication

In order to connect to the SQL Server by using the SQL Server login option, a special database login and password must be used in order to connect to the SQL Server.

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About the Database Kit

Database Connection Options

There are several options available in order to connect to the database:

DSN: Defining a Data Source Name to the nice_dw database in the Nice SQL Server. Connection String: Defining a connection string by entering server name, database name, and login method properties. Linked Server: If the NICE Perform Database Server supports a linked server, you can define a linked server from one machine to another.

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Installing the Database Kit on the Data Mart Server

Installing the Database Kit on the Data Mart Server

The Database Kit is included in the NICE Perform Software Kit.
To Install the Database Kit on the Data Mart Server: 1. In the NICE Perform Software Kit, navigate to and double-click NiceDBKit.exe.

The Nice DB Kit window opens.

Figure 1-1 SQL Server Connection Properties Window

2. In the SQL Server field, select the SQL server name from the drop-down list. 3. Choose one of the following connection types: a. If you are using Windows Authentication, select Windows (NT) Authentication, and click Next. b. If you are using SQL Server Authentication, select SQL Server Authentication, type your sa password in the Password field and click Next.

The Installation Progress window appears.

Chapter 1: Introduction NICE Perform Release 3.2: Database Kit Guide

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Installing the Database Kit on the Data Mart Server

Figure 1-2

Installation Progress Window

4. Click Install.

The installation program installs the Database Kit.

5. After installation is complete, the Installation Progress window appears.
Figure 1-3 Installation Progress Window

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Installing the Database Kit on the Data Mart Server

6. Click Next. NOTE: If you want to save details of the installation, click Save Result; the installation program creates a log file. When prompted, specify a location to save the file.

The Setup Wizard Completed window appears.

Figure 1-4 Setup Wizard Completed Window

7. Click Finish to complete installation.

Chapter 1: Introduction NICE Perform Release 3.2: Database Kit Guide

14

2
Domain Diagrams
This chapter includes diagrams for the various domains in the Database Kit. Each domain diagram includes the database tables relevant to each domain and their relationships.

Contents

Administration ................................................................................................................ 16 Audit ................................................................................................................................ 17 Computer Telephony Integration (CTI) ......................................................................... 17 NICE Customer Feedback (NIF)..................................................................................... 18 Content Analysis ............................................................................................................ 19 Coaching ......................................................................................................................... 20 Interactions ..................................................................................................................... 21 Quality Management (QM) ............................................................................................. 22 Screen Content Analysis ............................................................................................... 23

Chapter 2: Domain Diagrams NICE Perform Release 3.2: Database Kit Guide

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Administration

Administration
The following views contain user and agent details, administrative settings, and privileges.

Chapter 2: Domain Diagrams NICE Perform Release 3.2: Database Kit Guide

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Audit

Audit
All audit messages are saved in the AuditMessage view; all the available types are located in the AuditMessageType view. Audit messages are written following most operations in the system, such as login, password change, configuration change, query/report definition/execution, etc.

Computer Telephony Integration (CTI)

All CTI events of a partial call are saved in the segment view vwNiceDBKitSegments; all the CTI events of a complete call are saved in the compound call header view vwNiceDBKitCompoundCallHeader. A segment is a part of a call which ends when the number of participants is changed. When a segment ends, a new segment begins. The following CTI events may occur during a call:

Conference call Hold Queue Ring Wrap-up Talk Transfer

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NICE Customer Feedback (NIF)

NICE Customer Feedback (NIF)

The general NIF results are saved in the NIF survey result view; the detailed question results are saved in the NIF question results. All questions can be found in the survey question bank view.

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Content Analysis

Content Analysis
Content Analysis (Audio Analysis) contains three major parts:

Word detection Talkover Emotion/excitement.

These are saved both for segments as well as for contacts (complete calls). Excitement and Talkover are also available for summed calls (one audio stream for both speakers).

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Coaching

Coaching
Coaching packages are mapped to list items as well as to distribution lists. Agents who receive a package can also review it and save their comments.

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Interactions

Interactions
All segment call details (a segment is a part of a call which is ended when the number of participants change) are saved in the Interaction view, vwNiceDBKitInteraction. The complete call details are saved in the contact view, vwNiceDBKitContact, and the contact interaction view is the mapping table between them. One call can be recorded several times either by different recording programs, or by Recording On Demand. All call recordings are saved in the Recording view. All the participants of a segment are saved in the Participant view. Business data are user-defined fields for interactions or contacts, and these fields store rule results or data from the telephony switch. A user with proper privileges can define such fields in the System Administrator, or when creating a new scoring or classification rule. Those fields are added to the reserved table, and are part of the vwNiceDBKitReserved view. The groups to which the participating users belong are saved in the interaction group table. This view groups interactions by the initiating users groups.

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Quality Management (QM)

Quality Management (QM)

A QM evaluation is based on forms which consist of several sections that include at least one question. In addition, an evaluation can be based on several objects (e.g: several interactions) which are saved in the evaluated view.

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Screen Content Analysis

Screen Content Analysis

A Screen Content Analysis (ScreenSense) event is an activity template definition. Notification is an instance of the event that is captured on the agent desktop and is related to an interaction or contact (call). It can also include values.

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Blank page for double-sided printing.

3
Views
This chapter lists the views installed by the Database Kit.

Contents

vwNiceDBKitUser ...........................................................................................................28 vwNiceDBKitAgent ......................................................................................................... 30 vwNiceDBKitHierarchyGroup ........................................................................................ 33 vwNiceDBKitGroupMembers......................................................................................... 34 vwNiceDBKitGroupManagers........................................................................................ 35 vwNiceDBKitOrganizationGroup................................................................................... 36 vwNiceDBKitListType..................................................................................................... 37 vwNiceDBKitList ............................................................................................................. 38 vwNiceDBKitListItem ..................................................................................................... 39 vwNiceDBKitPrivilegeInfo..............................................................................................40 vwNiceDBKitProfile ........................................................................................................ 41 vwNiceDBKitProfilePrivilege ......................................................................................... 42 vwNiceDBKitUserProfile ................................................................................................ 43 vwNiceDBKitGroupProfile ............................................................................................. 44 vwNiceDBKitSiteInfo ...................................................................................................... 45 vwNiceDBKitSystemResource ...................................................................................... 46 vwNiceDBKitAuditMessageType................................................................................... 47 vwNiceDBKitAuditMessage ........................................................................................... 48 vwNiceDBKitPbsNifSurveyResult ................................................................................. 49 vwNiceDBKitPbsNifQuestionResult ............................................................................. 50 vwNiceDBKitPbsNifSurveyQuestionBank.................................................................... 51 vwNiceDBKitSurveysAndEvalutations ......................................................................... 52 vwNiceDBKitEvaluationQuestions................................................................................ 56
Chapter 3: Views NICE Perform Release 3.2: Database Kit Guide 25

vwNiceDBKitCoachingPackage .................................................................................... 61 vwNiceDBKitCoachingPackageDistribution ................................................................ 63 vwNiceDBKitCoachingPackageListItems..................................................................... 64 vwNiceDBKitEvaluationObjects .................................................................................... 65 vwNiceDBKitCoachingPackageReview ........................................................................ 70 vwNiceDBKitCoachedUsers .......................................................................................... 71 vwNiceDBKitCoachingandEvaluations ........................................................................ 72 vwNiceDBKitEvaluation ................................................................................................. 77 vwNiceDBKitEvaluated .................................................................................................. 81 vwNiceDBKitForm .......................................................................................................... 82 vwNiceDBKitFormQuestion........................................................................................... 84 vwNiceDBKitFormSection ............................................................................................. 87 vwNiceDBKitQuestionTypes.......................................................................................... 88 vwNiceDBKitQuestionBank ........................................................................................... 89 vwNiceDBKitEvaluationAnwers .................................................................................... 90 vwNiceDBKitEvaluated GroupID ................................................................................... 91 vwNiceDBKitEvaluationValue........................................................................................ 92 vwNiceDBKitEvaluationSections .................................................................................. 93 vwNiceDBKCoachedUsers ............................................................................................ 96 vwNiceDBKitContact ...................................................................................................... 97 vwNiceDBKitContactInteraction..................................................................................100 vwNiceDBKitInteraction ...............................................................................................101 vwNiceDBKitInteractionGroupID.................................................................................105 vwNiceDBKitParticipant...............................................................................................106 vwNiceDBKitRecording................................................................................................108 vwNiceDBKitReserved ................................................................................................. 110 vwNiceDBKitCompoundCallHeader............................................................................ 111 vwNiceDBKitSegments ................................................................................................ 114 vwNiceDBKitSummedExcitementSummary............................................................... 116 vwNiceDBKitSummedTalksOverSummary................................................................. 117 vwNiceDBKitCACallExcitementSummary .................................................................. 118 vwNiceDBKitCACallTalkOverSummary ...................................................................... 119 vwNiceDBKitExcitementLevel .....................................................................................120 vwNiceDBKitExcitementSummary.............................................................................121 vwNiceDBKitGroupWords ...........................................................................................122
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vwNiceDBKitWordGroups ...........................................................................................123 vwNiceDBKitWords ......................................................................................................124 vwNiceDBKitWordSpotting..........................................................................................125 vwNiceDBKitWordSpottingSummary .........................................................................126 vwNiceDBKitTalkOverSummary..................................................................................127 vwNiceDBKitWordGroupsBank...................................................................................129 vwNiceDBKitScreenSenseKitEvents ..........................................................................130 vwNiceDBKitScreenSenseGroupEvents ....................................................................131 vwNiceDBKitScreenSenseEventsGroups ..................................................................132 vwNiceDBKitScreenSenseNotificationContacts........................................................133 vwNiceDBKitScreenSenseNotificationsInteractions.................................................134 vwNiceDBKitScreenSenseNotificationValues............................................................135 vwNiceDBKitScreenSenseNotifications .....................................................................136

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vwNiceDBKitUser

vwNiceDBKitUser
Domains: Administration

This view is a list of all the users defined in the system.

Key Name bitIsAgent dtCreationDate dtGradDate dtHireDate dtLastAttemptedLoginTime dtLastChangePasswordTime dtLastSuccesfulLoginTime fltGradScore iBadLogonAttempts iCreatorUserId iDepartmentId iIsSystemUser iJobClassId iJobFunctionId iJobSkillId iLocationId iPlannedCalibrations iPlannedEvaluations Data Type bit datetime datetime datetime datetime datetime datetime float int int int int int int int int int int Length 1 8 8 8 8 8 8 8 4 4 4 4 4 4 4 4 4 4 Description Indicates if this user is an agent Creation date of the user Grad date of the user Hire date of the user Last attempt to login into the application Last time the user has changed password Last successful login Grad score Number of bad login attempts User ID which was the creator of the current user Department ID taken from department list Indicated if the user is a system user Job class ID taken from job class list Job function ID taken from job function list Job skill ID taken from job skill list Location ID taken from a location list Number of planned calibrations Number of planned evaluations

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vwNiceDBKitUser

Key

Name iSiteId iStatus

Data Type int int

Length 4 4

Description Site ID of the current user The status of the user (0 active, 1- Inactive, 2 deleted, 3 - locked) Internal user ID User first name User formatted name User last name User login name User middle name User operating system login User password (encrypted field) Email address of the user

iUserId nvcFirstName nvcFormattedName nvcLastName nvcLoginName nvcMiddleName nvcOsLogin nvcPassword vcEmailAddress

int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar varchar

4 25 51 25 25 25 256 64 64

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vwNiceDBKitAgent

vwNiceDBKitAgent
Domains: Administration

This view lists all agents defined in the system together with their switch resource information such as extension numbers. Agents differ from users (see previous view) as not all agents are necessarily users (not all agents have login access to the application) and not all users (such as QM managers) have their phone devices recorded.
EXAMPLE: User (John Smith) Agent1 (agent 123 on switch 1) Agent2 (agent 1234 on switch 2) Key Name dtCreationDate dtGradDate dtHireDate dtLastAttemptedLoginTime dtLastChangePasswordTime Data Type datetime datetime datetime datetime datetime Length 8 8 8 8 8 Description Creation date of the user Grad date of the user Hire date of the user Last attempt to login into the application Last time the user has changed password Last successful login Grad score Internal agent ID Number of bad login attempts User ID which was the creator of the current user Department ID taken from department list Indicated if the user is a system user Job class ID taken from job class list

dtLastSuccesfulLoginTime fltGradScore iAgentId iBadLogonAttempts iCreatorUserId

datetime float int int int

8 8 4 4 4

iDepartmentId

int

iIsSystemUser iJobClassId

int int

4 4

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vwNiceDBKitAgent

Key

Name iJobFunctionId

Data Type int

Length 4

Description Job function ID taken from job function list Job skill ID taken from job skill list Location ID taken from a location list Number of planned calibrations Number of planned evaluations Site ID of the current user The status of the user (0 active1- Inactive, 2 deleted, 3 locked) Switch ID of the driver the agent belongs to The site ID of the switch which the agent belong to User ID which represent the agent ID instance Extension of the agent User first name User last name User login name User middle name User Operation System Login User password (encrypted field)

iJobSkillId iLocationId iPlannedCalibrations iPlannedEvaluations iSiteId iStatus

int int int int int int

4 4 4 4 4 4

iSwitchId

int

iSwitchSiteId

int

iUserId

int

nvcExtension nvcFirstName nvcLastName nvcLoginName nvcMiddleName nvcOsLogin nvcPassword

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

50 25 25 25 25 32 64

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vwNiceDBKitAgent

Key

Name nvcSwitchAgentId vcEmailAddress

Data Type nvarchar varchar

Length 50 64

Description The switch agent Id. Email address of the user

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vwNiceDBKitHierarchyGroup

vwNiceDBKitHierarchyGroup
Domains: Administration

This view is a list of all groups.

Key

Name
iGroupId iSiteId nvcDescription nvcGroupName

Data Type
int int nvarchar nvarchar

Length
4 4 256 256

Description
Group ID Site ID where the group is created Group description Group name

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vwNiceDBKitGroupMembers

vwNiceDBKitGroupMembers
Domains: Administration

This view lists all group members (users).

Key Name iGroupID iUserID nvcFirstName nvcGroupName nvcLastName nvcMiddleName Data Type int int nvarchar nvarchar nvarchar nvarchar Length 4 4 25 64 25 25 Description Group ID User ID User first name Group name User last name User middle name

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vwNiceDBKitGroupManagers

vwNiceDBKitGroupManagers
Domains: Administration

This view is a list of all group managers.

Key Name iGroupID iUserID nvcFirstName nvcGroupName nvcLastName nvcMiddleName Data Type int int nvarchar nvarchar nvarchar nvarchar Length 4 4 25 64 25 25 Description Group ID User ID User first name Group name User last name User middle name

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vwNiceDBKitOrganizationGroup

vwNiceDBKitOrganizationGroup
Domains: Administration

This view is a list of all groups and their relationship (hierarchy).

Key Name iGroupID iParentGroupID Data Type int int Length 4 4 Description Group ID Parent group ID the group id which is one level up from the current one Current group name

nvcGroupName

nvarchar

64

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vwNiceDBKitListType

vwNiceDBKitListType
Domains: Administration

This view is a list of all list types.

Key Name iIsSingletone iItemsMaxLength iItemsType iListType nvcTypeName Data Type int int int int nvarchar Length 4 4 4 4 50 Description Indicates if this is pre-installed list and can not be deleted Maximum length size of item caption in list The type of the item value (string, int, etc.) The index of the list type Type name

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vwNiceDBKitList

vwNiceDBKitList
Domains: Administration

This view is a list of all list general details.

Key Name bitDeleted iIsLocked iListId iListType nvcDescription nvcListName nvcOriginalName Data Type bit int int int nvarchar nvarchar nvarchar Length 1 4 4 4 128 128 128 Description Indicates if this list was deleted The status of the list if the list is locked you can not modify it Index of the list Type of list Description of list Name of list The original name of the list.

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vwNiceDBKitListItem

vwNiceDBKitListItem
Domains: Administration

This view is a list of all list items.

Key Name dtDeletionDate dtInsertionDate dtUpdateDate iItemId iListId iPositionInList nvcCaption nvcValue Data Type datetime datetime datetime int int int nvarchar nvarchar Length 8 8 8 4 4 4 255 50 Description Deletion date for the list item Insertion date for the list item The last updating date of the list item Internal item id List id Position of item in list Caption of item - which will be shown in the GUI Value of item

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vwNiceDBKitPrivilegeInfo

vwNiceDBKitPrivilegeInfo
Domains: Administration

This view is a list of all privileges.

Key Name iPrivilegeId iResourceType Data Type int int Length 4 4 Description Privilege Id Resource type id to which resource these privilege belongs to Privilege description Group name Order of privilege (internal use) To which resource type this privilege belongs to

nvcDescription nvcGroup nvcOrder iGroupType

nvarchar nvarchar nvarchar int

128 64 64 4

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vwNiceDBKitProfile

vwNiceDBKitProfile
Domains: Administration

This view lists all profiles.

Key Name iProfileId iSiteId nvcDescription nvcProfileName Data Type int int nvarchar nvarchar Length 4 4 256 64 Description Profile id Site id Profile description Profile Name

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vwNiceDBKitProfilePrivilege

vwNiceDBKitProfilePrivilege
Domains: Administration

This view maps between profiles and their privileges.

Key Name iPrivilegeId iProfileId iResourceId iResourceSiteId iResourceType iSiteId vcPrivilegeValue Data Type int int int int int Int varchar Length 4 4 4 4 4 4 50 Description Privilege Id Profile Id Resource Id which the privilege is based on Resource Site Id Resource Type Profile site id Some privileges need extra value to be saved with it this is where the value is saved

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vwNiceDBKitUserProfile

vwNiceDBKitUserProfile
Domains: Administration

This view maps users to their profiles.

Key Name iProfileId iProfileSiteId iSiteId iUserId Data Type int int int int Length 4 4 4 4 Description Profile Id The profile site ID reserved The user site ID User Id

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vwNiceDBKitGroupProfile

vwNiceDBKitGroupProfile
Domains: Administration

This view maps groups to their profiles.

Key Name iGroupId iProfileId iProfileSiteId iSiteId Data Type int int int int Length 4 4 4 4 Description Group Id Profile Id Profile site id reserved The group site id

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vwNiceDBKitSiteInfo

vwNiceDBKitSiteInfo
Domains: Administration

This view lists all defined sites.

Key Name iSiteId iSiteType nvcSiteDescription nvcSiteName Data Type int int nvarchar nvarchar Length 4 4 1024 50 Description Site id Site type id Site description Site name

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vwNiceDBKitSystemResource

vwNiceDBKitSystemResource
Domains: Administration

This view lists all system resources.

Key Name iResourceId iResourceType ResourceTypeName iServerId iSiteId nvcInternalId vcLocation Data Type int int varchar Int int nvarchar varchar Length 4 4 50 4 4 50 50 Description Resource Id Resource Type id Resource type name Server id Site id Internal id internal use Location of the resource (machine name or IP Address) Resource name License key

vcResourceName vcServerKey

varchar varchar

50 7800

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vwNiceDBKitAuditMessageType

vwNiceDBKitAuditMessageType
Domains: Audit

This view lists all audit message types.

Key Name iMessageSeverityType Data Type int Length 4 Description Message severity type 0 Low 1 Medium 2 High 3 Critical iMessageType iResourceType * nvcMessageFormat nvcMessageTitle ** int int nvarchar nvarchar 4 4 255 50 Message type Resource type Message format Message title

* **

For a list of Resource Types and the corresponding Resource Name, see Appendix A, Resource Types on page 137. For a list of a list of Audit Messages in Enterprise environments, see Appendix B, Audit Message Types - Enterprise Environments on page 143. For a list of a list of Audit Messages in Compliance environments, see Appendix C, Audit Message Types - Compliance Environment on page 155.

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vwNiceDBKitAuditMessage

vwNiceDBKitAuditMessage
Domains: Audit

This view lists all system audit message which have occurred.
Key Name dtMessageTime iDayID iInitiatorUserId iMessageId iMessageSeverityType iMessageType iResourceType iSiteId nvcMessageText nvcMessageTitle Data Type datetime int int int int int int int nvarchar nvarchar Length 8 4 4 4 4 4 4 4 3000 50 Description Date and time when audit occurred Number which represent the day the audit occurred User id who is the owner of the audit Internal id Message severity type id Message type Resource type Site id Message text Message title

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vwNiceDBKitPbsNifSurveyResult

vwNiceDBKitPbsNifSurveyResult
Domains: NIF

This view lists all survey results.

Key Name iResultID iSiteId iSurveyID dtTakenOn iDayID iSwitchID nvcDNIS nvcUCID iCompoundID fltSurveyScore iInteractionID iUserID Data Type Int Int Int datetime Int Int Nvarchar Nvarchar Int Float Int Int Length 4 4 4 8 4 4 50 50 4 8 4 4 Description Internal id for each executed survey result Site id Internal id of the survey Date and time when survey was done Number which represent the day the survey result occurred The driver switch id which is related to a telephony switch Dialed in number Unique call id identifier for Avaya switches only Unique CLS id for a compound call (contains several segments) Survey score Interaction id which the survey is based on User id which participated in the call unless: 0 / -1 no user mapped to the survey -99 - no agent correlation was required and there was a transfer bitIsDeleted bit 1 Indicated if the current survey result was deleted

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vwNiceDBKitPbsNifQuestionResult

vwNiceDBKitPbsNifQuestionResult
Domains: NIF

This view lists all survey question results (answers).

Key Name cAction cResultType fltQuestionScore Data Type char char float Length 1 1 8 Description Internal use Always inserted with empty value () Calculated score for the question. For question that are not scored, the value 0 will be used. For scored question, the question score will be calculated based on user input, minimum and maximum possible inputs, and minimum and maximum possible scores. Interaction id which was surveyed ID of the question being scored Whenever a survey is being executed, a new result ID will be calculated for it. This value will be used in this table and in tblPbsNifsurveyResult. The value is obtained by calling stored proc spPbsNextVal with parameter seq_survey_result. Site id Internal use The value the user as entered as a response for the question. Typically these are digits or a single digit. The question score is based on this value. Internal use

iInteractionID iQuestionID iResultID

int int int

4 4 4

iSiteId nvcComment nvcResult

int nvarchar nvarchar

4 255 20

nvcTarget

nvarchar

25

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vwNiceDBKitPbsNifSurveyQuestionBank

vwNiceDBKitPbsNifSurveyQuestionBank
Domains: NIF

This view lists all survey questions.

Key Name cAnswerType Data Type char Length 1 Description values indicating the answer type for the question, possible values: N numeric I Data cInputType char 1 Values indicating the input type for the question. possible values: K keypad N none (prompt question) iQuestionID iQuestion Number iSurveyID nvcDescription nvcName int int int nvarchar nvarchar 4 4 4 255 40 Question id Internal question number the sequence of the question in the survey Survey id The question which was presented to the customer The question name (title)

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vwNiceDBKitSurveysAndEvalutations

vwNiceDBKitSurveysAndEvalutations
Domains: NIF&QM

This view lists all interactions which were evaluated and/or were fed back by the customer.
Key Name biEvaluatedObjectDuration bitHasBeenCalibrated Data Type bigint bit Length 8 1 Description Length of the call Indicates if the evaluation has been calibration Indicates if the original values of the evaluation were changed Indicates if the evaluation has been reviewed by the evaluated agent Indicates if the evaluation has been reviewed by the evaluator Indicates if the evaluation is a calibration Indicated if the evaluation was deleted Indicates whether one of the fatal questions in the evaluation was answered below the fatal threshold Indicates whether one of the non-fatal questions in the evaluation was answered below the fatal threshold

bitHasBeenModified

int

bitHasBeenReviewedByAgent

int

bitHasBeenReviewedByEvaluator

int

bitIsCalibration

bit

bitIsDeleted

bit

bitIsEvalFatalScoreFailed

bit

bitIsEvalNonFatalScoreFailed

bit

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vwNiceDBKitSurveysAndEvalutations

bitIsFatal

bit

Indicates whether this question is marked as fatal (e.g. has fatal threshold set and is marked as fatal) Indicates if the evaluation is NA (not Applicable) Indicates whether this question answer was below the fatal threshold Indicates if the evaluation was originally taken from 8.x version Indicates that this evaluation requires calibration The date and time when the evaluated agent reviewed the evaluation The date and time when the evaluation was created The GMT start time when the evaluated interaction took place The local start time when the evaluated interaction took place The local stop time when the evaluated interaction took place The date and time when the evaluator reviewed the evaluation The date and time when the evaluation was modified
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bitIsNA

bit

bitIsQuestionFailed

bit

bitIsUpgraded

bit

bitRequiresCalibration

bit

dtAgentReviewTime

datetime

dtCreationTime

datetime

dtEvaluatedObjectGMTStartTime

datetime

dtEvaluatedStartTime

datetime

dtEvaluatedStopTime

datetime

dtEvaluatorReviewTime

datetime

dtModificationTime

datetime

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vwNiceDBKitSurveysAndEvalutations

dtTakenOn

datetime

The date and time when survey took place The bonus score of the evaluation If this is a calibration then this field indicates the variance between the evaluation score and the calibration score Evaluation max score available Evaluation penalty Evaluation score Survey score The user which was evaluated Internal use If this is a calibration then this field indicates the id of the original evaluation If this is a calibration then this field indicates the site id of the original evaluation Evaluation id The evaluated call (interaction/contact) duration Interaction id /contact id Site id of call Call duration Evaluation site id Evaluator user id

flBonusScore flCalibScoreVariance

float float

8 8

flMaxScore flPenaltyScore flScore fltSurveyScore iAgentUserID iAgentUserIdVersion iCalibOriginalEvalID

float float float float int int int

8 8 8 8 4 4 4

iCalibOriginalEvalSiteID

int

iEvalID iEvaluatedDuration

int int

4 4

iEvaluatedObjID iEvaluatedObjSiteId iEvaluationDuration iEvaluationSiteID iEvaluatorUserID

int int int int int

4 4 4 4 4

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vwNiceDBKitSurveysAndEvalutations

iEvaluatorUserIdVersion iFormID

int int

4 4

Internal use Form id which the evaluation was based on Group id of the evaluated agent The user which participated the call first The main object which was evaluated Number of the non-fatal questions in the evaluation that were answered below the fatal threshold The survey result id Survey result site id Internal use Survey id The comments of the evaluated agent on the evaluation Comments of the evaluator Survey description Survey name Indicated if the evaluated object is: Interaction / contact 0 - interaction 1 - contact 1 Self 2 Customer 3 Agent 4 Calibration

iGroupID iInitiatorUserID

int int

4 4

iMainEvaluatedObjectID iNonFatalQuestionsFailed

int int

4 4

iResultID iResultSiteId iServerID iSurveyID nvcAgentComment

int int int int nvarchar

4 4 4 4 1024

nvcComment nvcSurveyDescription nvcSurveyName tiEvaluatedObjectType

nvarchar nvarchar nvarchar int

1024 255 40 4

tiEvaluatedObjType tiEvaluationType

int int

4 4

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vwNiceDBKitEvaluationQuestions

vwNiceDBKitEvaluationQuestions
Domains: QM

This view lists all evaluation questions and their results.

Key Name bitHasBeenCalibrated Data Type bit Length 1 Description Indicates whether the evaluation has been calibrated Indicates whether the evaluation has been modified Indicates whether the evaluation has been reviewed by agent Indicates whether the evaluation has been reviewed by evaluator Indicates if the current question is included in score Indicates if this is a calibration Indicates if the evaluation was deleted Indicates if the evaluation form was deleted Reserved Indicates if the evaluation requires calibration Indicates if the question can be scored Date and time when the agent reviewed the evaluation
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bitHasBeenModified

int

bitHasBeenReviewedByAgent

int

bitHasBeenReviewedByEvaluator

int

bitIncludedInScore

bit

bitIsCalibration bitIsDeleted

bit bit

1 1

bitIsFormDeleted

bit

bitOverriden bitRequiresCalibration

bit bit

1 1

bitScorable

bit

dtAgentReviewTime

datetime

vwNiceDBKitEvaluationQuestions

Key

Name dtCreationTime

Data Type datetime

Length 8

Description Date and time when the evaluation was created Date and time when the interaction/contact had started Date and time when the interaction/contact had stopped Date and time when the evaluator reviewed the evaluation Date and time when the evaluation was modified Date and time when the question was modified Bonus score of the evaluation If this is a calibration then this field indicates the variance between the evaluation score and the calibration score Evaluation max score Question max score Evaluation penalty score The points gained for the current question Evaluation score

dtEvaluatedStartTime

datetime

dtEvaluatedStopTime

datetime

dtEvaluatorReviewTime

datetime

dtModificationTime

datetime

dtQuestionModificationTime

datetime

flBonusScore flCalibScoreVariance

float float

8 8

flMaxScore flMaxValue flPenaltyScore flPointsGained

float float float float

8 8 8 8

flScore

float

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vwNiceDBKitEvaluationQuestions

Key

Name flWeight iAgentUserID iCalibOriginalEvalID

Data Type float int int

Length 8 4 4

Description Question weight User id of the evaluated agent If this is a calibration this field holds the original evaluation id If this is a calibration this field holds the original evaluation site id If this is a calibration then this field indicates the variance between the question score in the evaluation and the question score in the calibration Evaluation id The duration of the evaluated call Interaction id / contact id Site id of the call The duration of the evaluation process Evaluator user id Form id which the evaluation is based on The id of the form group the form belongs to

iCalibOriginalEvalSiteID

int

iCalibQuestionsVariance

int

iEvalID iEvaluatedDuration iEvaluatedObjectID iEvaluatedObjectSiteID iEvaluationDuration iEvaluatorUserID iFormID

int int int int int int int

4 4 4 4 4 4 4

iGroupId

int

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vwNiceDBKitEvaluationQuestions

Key

Name iListID

Data Type int

Length 4

Description If the question is of list type this field holds the list id of the relevant list The list item id that represents the answer selected by the evaluator for the current question Interaction id / contact id of main evaluated call Question id Internal use Internal use Id of the owning section for the current question The id of section skill item related to the section Reserved Site id of the evaluation Short question caption for report display usage Comments of the evaluated agent Internal use Question answer Reserved Question caption Evaluator comments Form name

iListItemID

int

iMainEvaluatedObjectID

int

iQuestionID iQuestionOrderIndex iSectionOrderIndex iSectionParentID

int int int int

4 4 4 4

iSectionSkillId

int

iServerID iSiteId ncvReportLabel

int int nvarchar

4 4 1024

nvcAgentComment nvcAnswer nvcAnswerCaption nvcAutomaticAnswer nvcCaption nvcComment nvcFormName

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

1024 2900 255 1024 1024 1024 128

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vwNiceDBKitEvaluationQuestions

Key

Name nvcNumberingLabel

Data Type nvarchar

Length 128

Description Question number according to its form order Question answer Caption of the owning section Numbering label of the owning section Internal use 0 interaction 1 contact 1 Self 2 Customer 3 Agent 4 Calibration

nvcQuestionAnswer nvcSectionCaption nvcSectionNumberingLabel nvcValue tiEvaluatedObjectType tiEvaluationType

nvarchar nvarchar nvarchar nvarchar int int

2900 512 128 50 4 4

tiQuestionType

tinyint

0 CheckBox 1 RadioYesNo 2 RadioYesNoNA 3 WeightedCombo 4 DataList 5 ScorableList 6 CheckList 7 EditBox 8 Bonus 9 Penalty 10 MultiLineEditBox 11 Note 12 BindableLabel 13 ScoreCardLabel 14 InteractionAuto 15 Review 16 Section

vcHierarchy

varchar

256

Internal use

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vwNiceDBKitCoachingPackage

vwNiceDBKitCoachingPackage
Domains: QM

This view lists all coaching packages.

Key Name biResponseButtonsbitmask bIsDeleted bIsPersonal Data Type binary bit bit Length 50 1 1 Description Reserved Indicates if this coaching is deleted Indicates if the coaching package will be shown in the personal section Indicates if the package is shared Indicated if the package has been sent Indicates that the package was scheduled using Total View Date and time when package was created Date and time when package was modified Specifies the package action type, as it appears in the Action Types Editable and Action Types Not Editable lists Category id Coaching package id User id who created the package Site id of the creation user id The number of minutes required for reviewing the package Creation site id

bIsPublic bIsPublished bIsScheduled

bit bit bit

1 1 1

dtCreateDate dtModificationDate iActionId

datetime datetime int

8 8 4

iCategoryID iCoachingPackageID iCreatedBy iCreatorSiteID iDuration

int int int int int

4 4 4 4 4

iSiteId

int

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vwNiceDBKitCoachingPackage

Key

Name nvcCoachingPackageName nvcDescription tiPackageType

Data Type nvarchar nvarchar tinyint

Length 100 510 1

Description Package name Package description 0 Coaching Package 1 Action Package

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vwNiceDBKitCoachingPackageDistribution

vwNiceDBKitCoachingPackageDistribution
Domains: QM

This view lists all coaching packages distribution.

Key Name dtSentDate iCoachingPackageDistributionID iCoachingPackageID iSenderID iSenderSiteID iSiteId Data Type datetime int int int int int Length 8 4 4 4 4 4 Description Date and time when the package was sent Coaching Package Distribution ID Coaching Package ID User id who sent the package Site id of the sender Site id of the package

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vwNiceDBKitCoachingPackageListItems

vwNiceDBKitCoachingPackageListItems
Domains: QM

This view lists all coaching packages list items.

Key Name iCoachingPackageID iListID iListItemID iPosition iSiteId nvcListItemText Data Type int int int int int nvarchar Length 4 4 4 4 4 4000 Description Coaching Package ID List id List Item ID Position of list in the package Site id of the package List item text

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vwNiceDBKitEvaluationObjects

vwNiceDBKitEvaluationObjects
Domains: QM

This view lists all evaluations form objects (questions and sections).
Key Name bitHasBeenCalibrated Data Type bit Length 1 Description Indicates whether the evaluation has been calibrated Indicates whether the evaluation has been modified Indicates if the evaluation has been reviewed by the agent Indicates if the evaluation has been reviewed by the evaluator Indicates if the form object score is included in evaluation score Indicates if the evaluation is a calibration Indicates if the evaluation was deleted Indicates whether one of the fatal questions in the evaluation was answered below the fatal threshold Indicates whether one of the non-fatal questions in the evaluation was answered below the fatal threshold

bitHasBeenModified

int

bitHasBeenReviewedByAgent

int

bitHasBeenReviewedByEvaluator

int

bitIncludedInScore

bit

bitIsCalibration

bit

bitIsDeleted bitIsEvalFatalScoreFailed

bit bit

1 1

bitIsEvalNonFatalScoreFailed

bit

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vwNiceDBKitEvaluationObjects

Key

Name bitIsFatal

Data Type bit

Length 1

Description Indicates whether this question is marked as fatal (e.g. has fatal threshold set and is marked as fatal) Indicated if the evaluation form is deleted Indicates whether this question answer was below the fatal threshold 0 question 1- section

bitIsFormDeleted

bit

bitIsQuestionFailed

bit

bitIsSection

int

bitRequiresCalibration

bit

Indicates if the evaluation requires calibration Indicates if the form object can be scored Date and time when the agent reviewed the evaluation Date and time when the evaluation was created Date and time when the call started Date and time when the call ended Date and time when the evaluation was modified Date and time when the evaluator reviewed the evaluation Evaluation bonus score

bitScorable dtAgentReviewTime

int datetime

4 8

dtCreationTime

datetime

dtEvaluatedStartTime dtEvaluatedStopTime dtEvaluationModificationTime

datetime datetime datetime

8 8 8

dtEvaluatorReviewTime

datetime

flBonusScore

float

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vwNiceDBKitEvaluationObjects

Key

Name flCalibScoreVariance

Data Type float

Length 8

Description Variance between evaluation score and calibration score max score of section/question Max score of evaluation Evaluation penalty score Points gained by current question/section answer Evaluation score Sections weight Evaluated user id If this is a calibration this fields holds the original evaluation id If this is a calibration this fields holds the original evaluation site id Variance between form object score in the evaluation and form object score in the calibration Evaluation id Call duration Interaction id / contact id Site id of evaluated call Duration of the evaluation process Evaluator user id

flFormObjectMaxScore flMaxScore flPenaltyScore flPointsGained

float float float float

8 8 8 8

flScore flWeight iAgentUserID iCalibOriginalEvalID

float float int int

8 8 4 4

iCalibOriginalEvalSiteID

int

iCalibQuestionsVariance

int

iEvalID iEvaluatedDuration iEvaluatedObjectID iEvaluatedObjectSiteID iEvaluationDuration iEvaluatorUserID

int int int int int int

4 4 4 4 4 4

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vwNiceDBKitEvaluationObjects

Key

Name iFormID iFormObjectID iGroupId

Data Type int int int

Length 4 4 4

Description Form id which the evaluation is based on Section id / question id The id of the form group the form belongs to In case the question is of type list this field holds the id of the relevant list Main evaluated object id (interaction id or contact id) Number of the non-fatal questions in the evaluation that were answered below the fatal threshold Internal use Internal use In case this is a section this field will hold its id; in case of a question this field will hold its owning section id Id of the owning section The id of section skill item related to the section Reserved Site id of the evaluation Short question caption for report display usage Comments of the evaluated agent

iListID

int

iMainEvaluatedObjectID

int

iNonFatalQuestionsFailed

int

iOrderIndex iParentOrderIndex iSectionID

int int int

4 4 4

iSectionParentID iSectionSkillId

int int

4 4

iServerID iSiteId ncvReportLabel

int int nvarchar

4 4 1024

nvcAgentComment

nvarchar

1024

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vwNiceDBKitEvaluationObjects

Key

Name nvcAnswer nvcCaption nvcComment nvcFormName nvcNumberingLabel

Data Type nvarchar nvarchar nvarchar nvarchar nvarchar

Length 2900 1024 1024 128 128

Description Internal use Question/Section caption Evaluator comments Form name Question/section number according to its form order Owning section caption Numbering label of the owning section 0 interaction 1 - contact 1 Self 2 Customer 3 Agent 4 Calibration

nvcParentCaption nvcParentNumberingLabel tiEvaluatedObjectType tiEvaluationType

nvarchar nvarchar int int

512 128 4 4

tiFormObjectType

int

0 CheckBox 1 RadioYesNo 2 RadioYesNoNA 3 WeightedCombo 4 DataList 5 ScorableList 6 CheckList 7 EditBox 8 Bonus 9 Penalty 10 MultiLineEditBox 11 Note 12 BindableLabel 13 ScoreCardLabel 14 InteractionAuto 15 Review 16 Section

vcHierarchy

varchar

256

Reserved
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vwNiceDBKitCoachingPackageReview

vwNiceDBKitCoachingPackageReview
Domains: QM

This view lists all coaching package reviews.

Key Name bIsRemoved Data Type bit Length 1 Description Indicates if the user deleted the coaching package from the nugget Date and time of review Coaching Package Distribution ID The user id of the recipient The site id of the recipient user Reserved Site id of the package Comment of the recipient user 1 To 2 Cc

dtReviewedDate iCoachingPackageDistributionID iReceiverID iReceiverSiteID iResponse iSiteId nvcComment tiRecipientType

datetime int int int int int nvarchar tinyint

8 4 4 4 4 4 4000 1

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vwNiceDBKitCoachedUsers

vwNiceDBKitCoachedUsers
Domains: QM

This view lists all users who received and overviewed the coaching packages.
Key Name dtReviewedDate iCoachingPackageDistributionID iCoachingPackageID iReceiverID iReceiverSiteID iSiteId nvcComment Data Type datetime int int int int int nvarchar Length 8 4 4 4 4 4 4000 Description Date and time of recipient overview Coaching Package Distribution ID Coaching Package ID User id which received the package Site id of recipient Site id of package Recipient comments

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vwNiceDBKitCoachingandEvaluations

vwNiceDBKitCoachingandEvaluations
Domains: QM

This view lists all evaluations and their checkings.

Key Name bitHasBeenCalibrated Data Type bit Length 1 Description Indicates whether the evaluation has been calibrated Indicates whether the evaluation has been modified Indicates if the evaluation has been reviewed by the agent Indicates if the evaluation has been reviewed by the evaluator Indicates if the form object score is included in evaluation score Indicates if the evaluation is a calibration Indicates if the evaluation was deleted Indicates if the form object score is included in evaluation score Indicates if the evaluation is a calibration Indicates if the evaluation was deleted Indicates if the form object can be scored Date and time when the agent reviewed the evaluation

bitHasBeenModified

int

bitHasBeenReviewedByAgent

int

bitHasBeenReviewedByEvaluator

int

bitIncludedInScore

bit

bitIsCalibration

bit

bitIsDeleted bitIsFormDeleted

bit bit

1 1

bitIsSection

int

bitRequiresCalibration bitScorable dtAgentReviewTime

bit int datetime

1 4 8

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vwNiceDBKitCoachingandEvaluations

Key

Name dtCreateDate dtCreationTime dtEvaluatedStartTime dtEvaluatedStopTime

Data Type datetime datetime datetime datetime

Length 8 8 8 8

Description Date and time when the evaluation was created Date and time when the call started Date and time when the call ended Date and time when the evaluation was modified Date and time when the evaluator reviewed the evaluation Evaluation bonus score Date and time when evaluation was modified Date time when coaching package was sent Evaluation bonus score Variance between evaluation score and calibration score Section/question max score Evaluation max score Evaluation penalty Points gained by current form object result Evaluation score Evaluated user id If this is a calibration then this field indicates the id of the original evaluation

dtEvaluationModificationTime

datetime

dtEvaluatorReviewTime dtModificationDate

datetime datetime

8 8

dtSentDate

datetime

flBonusScore flCalibScoreVariance

float float

8 8

flFormObjectMaxScore flMaxScore flPenaltyScore flPointsGained

float float float float

8 8 8 8

flScore iAgentUserID iCalibOriginalEvalID

float int int

8 4 4

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vwNiceDBKitCoachingandEvaluations

Key

Name iCalibOriginalEvalSiteID

Data Type int

Length 4

Description If this is a calibration then this field indicates the site id of the original evaluation If this is a calibration then this field indicates the variance between the question score in the evaluation and the question score in the calibration Coaching package category id Coaching Package ID Coaching Package Site ID User id who creates the coaching package Site id of the user who creates the coaching package Evaluation id The duration of the evaluated call Interaction id / contact id Site id of the call The duration of the evaluation process Evaluator user id Form id which the evaluation is based on Section id / question id In case the question is of type list this field holds the id of the relevant list

iCalibQuestionsVariance

int

iCategoryID iCoachingPackageID iCoachingPackageSiteID iCreatedBy iCreatorSiteID

int int int int int

4 4 4 4 4

iEvalID iEvaluatedDuration iEvaluatedObjectID iEvaluatedObjectSiteID iEvaluationDuration iEvaluatorUserID iFormID iFormObjectID iListID

int int int int int int int int int

4 4 4 4 4 4 4 4 4

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vwNiceDBKitCoachingandEvaluations

Key

Name iMainEvaluatedObjectID

Data Type int

Length 4

Description Main evaluated object id (interaction id or contact id) Internal use Internal use In case this is a section this field will hold its id; in case of a question this field will hold its owning section id Id of the owning section Reserved Site id of the evaluation Short question caption for report display usage Comments of the evaluated agent Internal use Question/Section caption Coaching Package Name Evaluator comments Coaching package description Form name Question/section number according to its form order Owning section caption Numbering label of the owning section Coaching package subject

iOrderIndex iParentOrderIndex iSectionID

int int int

4 4 4

iSectionParentID iServerID iSiteId ncvReportLabel nvcAgentComment nvcAnswer nvcCaption nvcCoachingPackageName nvcComment nvcDescription nvcFormName nvcNumberingLabel

int int int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

4 4 4 1024 1024 2900 1024 100 1024 510 128 128

nvcParentCaption nvcParentNumberingLabel nvcSubject

nvarchar nvarchar nvarchar

512 128 255

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vwNiceDBKitCoachingandEvaluations

Key

Name tiEvaluatedObjectType tiEvaluationType

Data Type int int

Length 4 4

Description 0 interaction 1 - contact 1 Self 2 Customer 3 Agent 4 Calibration

tiFormObjectType

int

0 CheckBox 1 RadioYesNo 2 RadioYesNoNA 3 WeightedCombo 4 DataList 5 ScorableList 6 CheckList 7 EditBox 8 Bonus 9 Penalty 10 MultiLineEditBox 11 Note 12 BindableLabel 13 ScoreCardLabel 14 InteractionAuto 15 Review 16 Section

vcHierarchy

varchar

256

Reserved

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vwNiceDBKitEvaluation

vwNiceDBKitEvaluation
Domains: QM

This view lists all evaluations.

Key Name bitHasBeenCalibrated Data Type bit Length 1 Description Indicates whether the evaluation has been calibrated Indicates whether the evaluation has been modified Indicates if the evaluation has been reviewed by the agent Indicates if the evaluation has been reviewed by the evaluator Indicates if the evaluation is a calibration Indicates if the evaluation was deleted Indicates whether one of the fatal questions in the evaluation was answered below the fatal threshold Indicates whether one of the non-fatal questions in the evaluation was answered below the fatal threshold Indicates if the evaluation is NA (not Applicable)

bitHasBeenModified

int

bitHasBeenReviewedByAgent

int

bitHasBeenReviewedByEvaluator

int

bitIsCalibration

bit

bitIsDeleted

bit

bitIsEvalFatalScoreFailed

bit

bitIsEvalNonFatalScoreFailed

bit

bitIsNA

bit

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vwNiceDBKitEvaluation

Key

Name bitIsUpgraded

Data Type bit

Length 1

Description Indicates if the evaluation was originally taken from 8.x version Indicates if the evaluation requires calibration Date and time when the agent reviewed the evaluation Date and time when the evaluation was created Date and time when the call ended Date and time when the evaluation was modified Date and time when the evaluator reviewed the evaluation Date and time when the evaluation was modified Evaluation basic score Evaluation bonus score Variance between evaluation score and calibration score Evaluation max score Evaluation penalty score Evaluation score Evaluated user id

bitRequiresCalibration

bit

dtAgentReviewTime

datetime

dtCreationTime

datetime

dtEvaluatedStartTime dtEvaluatedStopTime

datetime datetime

8 8

dtEvaluatorReviewTime

datetime

dtModificationTime

datetime

flBasicScore flBonusScore flCalibScoreVariance

float float float

8 8 8

flMaxScore flPenaltyScore flScore iAgentUserID

float float float int

8 8 8 4

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vwNiceDBKitEvaluation

Key

Name iAgentUserIdVersion iCalibOriginalEvalID

Data Type int int

Length 4 4

Description Internal use If this is a calibration then this field indicates the id of the original evaluation If this is a calibration then this field indicates the site id of the original evaluation If this is a calibration then this field indicates the variance between the question score in the evaluation and the question score in the calibration Number which represent the day the evaluation occurred Evaluation id The duration of the evaluated call Interaction id / contact id Site id of the call The duration of the evaluation process Evaluator user id Internal use The form id which the evaluation is based on

iCalibOriginalEvalSiteID

int

iCalibQuestionsVariance

int

iDayID

int

iEvalID iEvaluatedDuration iEvaluatedObjectID iEvaluatedObjectSiteID iEvaluationDuration iEvaluatorUserID iEvaluatorUserIdVersion iFormID

int int int int int int int int

4 4 4 4 4 4 4 4

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vwNiceDBKitEvaluation

Key

Name iMainEvaluatedObjectID

Data Type int

Length 4

Description Main evaluated object id (interaction id or contact id) Number of the non-fatal questions in the evaluation that were answered below the fatal threshold secondary evaluated object id (interaction id or contact id) Reserved Site id of the evaluation Evaluated user comments Evaluator comments 0 interaction 1 - contact 1 Self 2 Customer 3 Agent 4 Calibration

iNonFatalQuestionsFailed

int

iSecondaryEvaluatedObjectID

int

iServerID iSiteId nvcAgentComment nvcComment tiEvaluatedObjectType tiEvaluationType

int int nvarchar nvarchar int int

4 4 1024 1024 4 4

tiTimeID

tinyint

Internal use

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vwNiceDBKitEvaluated

vwNiceDBKitEvaluated
Domains: QM

This view lists all evaluated objects.

Key Name dtEvaluatedStartTime dtEvaluatedStopTime dtInsertedDate iDayID iEvaluatedDuration iEvaluatedID iEvaluatedObjectID iEvaluatedObjectSiteID iEvaluationID iServerID iSiteID tiDurationRangeID tiEvaluatedObjectType tiTimeID Data Type datetime datetime datetime int int int int int int int int tinyint int tinyint Length 8 8 8 4 4 4 4 4 4 4 4 1 4 1 Description Evaluation object (call) start time Evaluation object (call) stop time The insertion time to the Data Mart Number which represent the day the evaluation occurred The duration of the evaluated call Evaluated id Interaction id/contact id Site id of the call Evaluation id Reserved Site id of the evaluation Internal use 0 interaction 1 - contact Internal use

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vwNiceDBKitForm

vwNiceDBKitForm
Domains: QM

This view lists all form details.

Key Name bitAgentReview bitEvaluatorReview bitIsDefaultFormula bitIsDeleted bitIsEnabled bitIsFormScoreNA Data Type bit bit bit bit bit bit Length 1 1 1 1 1 1 Description Indicates if there is an agent review button in the current form Indicates if there is an evaluator review button in the current form Indicates if this is a default sum formula or the user had modified it Indicates if the form was deleted Indicates if the current form is enabled If the current form contains only data questions this field will be set to true else false Indicates if the current form is installed (can be used to evaluate) Indicates if the current form is upgraded from older versions than release II Indicates whether the questions in the form can be marked as fatal Date and time of form creation Date and time of form installation Date and time of form modification Reserved Set the minimum score value that the current form can get in an evaluation Set the maximum score value that the current form can get in an evaluation The user id of the creator Form id The id of the form group the form belongs to
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bitIsInstalled bitIsUpgraded

bit bit

1 1

bitUseFatalQuestion dtCreationTime dtInstallationDate dtModificationTime flFormScore flFromRange flToRange iCreatorID iFormID iGroupId

bit datetime datetime datetime float float float int int int

1 8 8 8 8 8 8 4 4 4

vwNiceDBKitForm

Key

Name ntBluePrint ntLayoutBluePrint

Data Type ntext ntext

Length 16 16

Description XML which represents the visual attributes and form structure XML which represents the visual attributes of the layout that this form is based on Form name The formula of the form For future use

nvcFormName nvcScoreFormula tiFormType

nvarchar nvarchar tinyint

128 1024 1

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vwNiceDBKitFormQuestion

vwNiceDBKitFormQuestion
Domains: QM

This view lists maps between forms and their questions.

Key Name bitIsFatal Data Type bit Length 1 Description Indicates whether this question is marked as fatal (e.g. has fatal threshold set and is marked as fatal) Future use Indicates if this question is related to a pop up question Indicates whether this question must be answered Indicates whether this question can be scored Not in used Not in used In a weighted combo box question the interval of value. The maximum points this question can get The maximum points this question can get if this is a yes/no or yes/no/na or checkbox or weighted combo box or scoreable list questions The minimum points this question can get if this is a yes/no or yes/no/na or checkbox or weighted combo box or scoreable list questions In Scoreable List the maximum value among the list items values for this question. Form id which the question relates to If this question is bound to a list then this is the list it bounds to
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bitOverridable bitPopUp bitRequired bitScorable bitSearchable bitShowInSummary flInterval flMaxValue flMaxYes

bit bit bit bit bit bit float float float

1 1 1 1 1 1 8 8 8

flMinNo

float

flWeight

float

iFormID iListID

int int

4 4

vwNiceDBKitFormQuestion

Key

Name iQuestionID iQuestionOrderIndex iSectionParentID ncvReportLabel nvcCaption nvcDefaultAnswer nvcFormula nvcName nvcNumberingLabel tiCriticalType

Data Type int int int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar tinyint

Length 4 4 4 1024 1024 1024 1024 512 128 1

Description Question id The index of the question in its container. The id of the parent section. The text to be presented in reports. The caption of the question. The default answer, if set, for this question. Not in use Not in use The question number according to the numbering style Indicates whether this question is either not critical, critical to section (check box) or critical to form (checkbox) 0 CheckBox 1 RadioYesNo 2 RadioYesNoNA 3 WeightedCombo 4 DataList 5 ScorableList 6 CheckList 7 EditBox 8 Bonus 9 Penalty 10 MultiLineEditBox 11 Note 12 BindableLabel 13 ScoreCardLabel 14 InteractionAuto 15 Review 16 Section

tiQuestionType

tinyint

tiReviewer

int

Not in use

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vwNiceDBKitFormQuestion

Key

Name tiScoreInfluence vcHierarchy

Data Type tinyint varchar

Length 1 256

Description Indicates wether this question is regular, bonus or penalty. A string which represents the absolute location of the question in the form.

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vwNiceDBKitFormSection

vwNiceDBKitFormSection
Domains: QM

This view lists all sections and their form relationship.

Key Name bitCanBeNA Data Type bit Length 1 Description Indicates wether this section can be marked as NA by the user during an evaluation Indicates if this is a default sum formula or the user had modified it Sections weight Form id Section id The index of the question in its container The id of the parent section if such exists The id of section skill item related to the section The caption of the section as appears in the form Section name The question number according to the numbering style The formula of the section A string which represents the absolute location of the section in the form.

bitIsDefaultFormula flWeight iFormID iSectionID iSectionOrderIndex iSectionParentID iSectionSkillId nvcCaption nvcName nvcNumberingLabel nvcScoreFormula vcHierarchy

bit float int int int int int nvarchar nvarchar nvarchar nvarchar varchar

1 8 4 4 4 4 4 512 512 128 1024 256

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vwNiceDBKitQuestionTypes

vwNiceDBKitQuestionTypes
Domains: QM

This view lists all question types.

Key Name tiQuestionType vcFormObjectType Data Type tinyint varchar Length 1 50 Description Question type id Question type description

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vwNiceDBKitQuestionBank

vwNiceDBKitQuestionBank
Domains: QM This view lists all available questions. Key Name bitCanBeNA Data Type bit Length 1 Description Indicates wether this question can be marked as NA by the user during an evaluation Reserved Indicates the list id which this question is bound to if the question is bindable User id which created the question Indicates the list id which this question is bound to Question id short caption which will be shown in the reporter Question caption 0 CheckBox 1 RadioYesNo 2 RadioYesNoNA 3 WeightedCombo 4 DataList 5 ScorableList 6 CheckList 7 EditBox 8 Bonus 9 Penalty 10 MultiLineEditBox 11 Note 12 BindableLabel 13 ScoreCardLabel 14 InteractionAuto 15 Review 16 Section

bitIsCommon iBindableID

bit int

1 4

iCreatorID iListID iQuestionID ncvReportLabel nvcCaption tiQuestionType

int int int nvarchar nvarchar tinyint

4 4 4 1024 1024 1

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vwNiceDBKitEvaluationAnwers

vwNiceDBKitEvaluationAnwers
Domains: QM

This view lists all evaluation answers to check if there are multiple answers for a question.
Key Name dtInsertedDate iAnswerID iEvalID iListItemID iQuestionID iSiteId nvcAnswer Data Type datetime int int int int int nvarchar Length 8 4 4 4 4 4 2900 Description The insertion time to the Data Mart Answer id Evaluation id List item id Question id Site id The actual answer (list item it in case of bound question or text in other question type)

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vwNiceDBKitEvaluated GroupID

vwNiceDBKitEvaluated GroupID
Domains: QM&Administration

This view lists mapping between evaluation and the groups of which the elevated user was a member.
Key Name iEvalId iGroupID iSiteID Data Type int int int Length 4 4 4 Description Evaluation id Groupd id of the user relates to the evaluation Site id

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vwNiceDBKitEvaluationValue

vwNiceDBKitEvaluationValue
Domains: QM

This view lists of all evaluation values- main answer.

Key Name bitIncludedInScore bitIsListItemAnswer bitIsQuestionFailed Data Type bit bit bit Length 1 1 1 Description Indicates whether this question influences the score Indicates whether the answer is a list item id Indicates whether this question answer was below the fatal threshold Future use Date and time when answer was modified The actual points this question receive in the evaluation Evaluation id If the question is bounded to a list then this field contains the list item id Question id Site id The actual answer Future use

bitOverriden dtModificationTime flPointsGained iEvalID iListItemID

bit datetime float int int

1 8 8 4 4

iQuestionID iSiteId nvcAnswer nvcAutomaticAnswer

int int nvarchar nvarchar

4 4 2900 1024

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vwNiceDBKitEvaluationSections

vwNiceDBKitEvaluationSections
Domains: QM

This view lists all sections in evaluations.

Key Name bitCanBeNA bitHasBeenCalibrated bitIsEnabled bitIsEvalFatalScoreFailed Data Type bit bit bit bit Length 1 1 1 1 Description Indicates whether the section can be not applicable Indicates whether the evaluation has been calibrated Indicates if the section is enabled Indicates whether one of the fatal questions in the evaluation was answered below the fatal threshold Indicates whether one of the non-fatal questions in the evaluation was answered below the fatal threshold Indicates if the evaluation was deleted Indicates if the evaluation form was deleted Indicates if the section score is included in the evaluation score Indicates if the form is installed Indicates if the section is not applicable Indicates if the user defined this section as not applicable Indicates whether the evaluation requires calibration Date and time when agent reviewed the evaluation Date and time when the evaluation was created Date and time when the evaluation was modified

bitIsEvalNonFatalScore Failed

bit

bitIsEvaluationDeleted bitIsFormDeleted bitIsIncludedInScore bitIsInstalled bitIsNA bitNAByUser bitRequiresCalibration dtAgentReviewTime dtCreationTime dtEvaluationModification Time

bit bit bit bit bit bit bit datetime datetime datetime

1 1 1 1 1 1 1 8 8 8

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vwNiceDBKitEvaluationSections

Key

Name dtEvaluatorReviewTime

Data Type datetime

Length 8

Description Date and time when the evaluator reviewed the evaluation Date and time when the evaluation was modified Evaluation bonus score Variance between evaluation score and calibration score Evaluation max score Evaluation score Evaluation penalty score Section max score Section score Sections weight Evaluated user id If this is a calibration this fields holds the original evaluation id If this is a calibration this fields holds the original evaluation site id Evaluation id Duration of the evaluation process Evaluator user id Form id The id of the form group the form belongs to Main evaluated object (interaction id/contact id) Number of the non-fatal questions in the evaluation that were answered below the fatal threshold Section id

dtModificationTime flBonusScore flCalibScoreVariance flEvaluationMaxScore flEvaluationScore flPenaltyScore flSectionMaxScore flSectionScore flWeight iAgentUserID iCalibOriginalEvalID iCalibOriginalEvalSiteID

datetime float float float float float float float float int int int

8 8 8 8 8 8 8 8 8 4 4 4

iEvalID iEvaluationDuration iEvaluatorUserID iFormID iGroupId iMainEvaluatedObjectID iNonFatalQuestionsFailed

int int int int int int int

4 4 4 4 4 4 4

iSectionId

int

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vwNiceDBKitEvaluationSections

Key

Name iSectionOrderIndex iSectionParentID iSectionSkillId iSiteId nvcAgentComment nvcCaption nvcFormName nvcNumberingLabel tiEvaluationType

Data Type int int int int nvarchar nvarchar nvarchar nvarchar tinyint

Length 4 4 4 4 1024 512 128 128 1

Description Internal use The section id of the owning section The id of section skill item related to the section Evaluation site id Evaluated agent comment Section caption Form name Section number according to its form order 1 Self 2 Customer 3 Agent 4 Calibration

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vwNiceDBKCoachedUsers

vwNiceDBKCoachedUsers
Domains: QM

List of all users who received and overviewed the coaching packages

Key

Name dtReviewedDate iCoachingPackage DistributionID iCoachingPackageID iReceiverID iReceiverSiteID iSiteId nvcComment

Data Type datetime int int int int int nvarchar

Length 8 4 4 4 4 4 4000

Description Date and time of recipient overview Coaching Package Distribution ID Coaching Package ID User id which received the package Site id of recipient Site id of package Recipient comments

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vwNiceDBKitContact

vwNiceDBKitContact
Domains: Interaction

This view lists all contacts from all sights.

Key Name biContactDuration bitContactQATypeID bitIsCustomerEvaluated Data Type bigint bit bit Length 8 1 1 Description Contact duration in ticks (10,000,000 ticks = 1 sec.) Indicates if the contact was marked for QA Indicates if the contact was evaluated by a customer evaluation type Indicates if the contact was evaluated GMT start time of the contact GMT end time of the contact The insertion time to the Data Mart Date and time when current row was inserted/updated Reserved 0 Unknown 1 Normal Start 2 Normal End 4 Transfer Start 8 Transfer End 16 Conference 32 Inter Queue 64 Networking 128 Segment 256 Compound 512 Block 1024 Clip Recording iContactID int 4 Contact id

bitIsEvaluated dtContactGMTStartTime dtContactGMTStopTime dtInsertedDate dtModifyDate fPercentSilence iContactCloseReasonID

bit datetime datetime datetime datetime real int

1 8 8 8 8 4 4

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vwNiceDBKitContact

Key

Name iContactOpenReasonID

Data Type int

Length 4

Description 0 Unknown 1 Normal Start 2 Normal End 4 Transfer Start 8 Transfer End 16 Conference 32 Inter Queue 64 Networking 128 Segment 256 Compound 512 Block 1024 Clip Recording

iCustomerEmotion iDayID iDurationInSeconds iInitiatorUserID iMediaTypesId

int int int int int

4 4 4 4 4

Reserved Number which represent the day the evaluation occurred Duration of contact in seconds First user id which participated in the call 0 Unknown 1 Screen 2 Voice

iSiteID iTotalHoldDuration iTotalQueueTime iTotalWrapUpTime iTransferContactID iTransferSiteID nvcCustomPhoneNumber nvcDialedIn nvcPhoneNumber

int int int int int int nvarchar nvarchar nvarchar

4 4 4 4 4 4 64 32 64

Site id of the call Reserved Reserved Reserved Reserved Reserved Reserved Reserved Reserved

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vwNiceDBKitContact

Key

Name tiContactDirectionTypeID

Data Type tinyint

Length 1

Description 0 Unknown 1 INCOMING 2 OUTGOING 3 INTERNAL 4 BLOCK 5 TANDEM 6 EXTERNAL

tiContactRecordedTypeID

tinyint

0 Unknown 1 Yes 2 No 3 Partial

tiCustomerEmotionRangeID tiDurationRangeID tiPercentSilenceRangeID tiQueueTimeRange tiTimeID vcVectorNumber

tinyint tinyint tinyint tinyint tinyint varchar

1 1 1 1 1 50

Reserved Reserved Reserved Reserved Reserved Reserved

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vwNiceDBKitContactInteraction

vwNiceDBKitContactInteraction
Domains: Interaction

This view lists mapping between contacts and their interactions.

Key Name iContactID iInteractionID iSiteID Data Type int int int Length 4 4 4 Description Contact ID Interaction ID Site ID

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vwNiceDBKitInteraction

vwNiceDBKitInteraction
Domains: Interactions

This view lists all interactions.

Key Name biInteractionDuration bitInteractionQATypeID bitIsCustomerEvaluated Data Type bigint bit bit Length 8 1 1 Description Interaction duration in ticks (10,000,000 ticks = 1 sec.) Indicates if the interaction was marked for QA Indicates if the interaction was evaluated by a customer evaluation type Indicates if the interaction was evaluated Indicates if the current interaction is a playback interaction GMT Start time of interaction GMT Stop time of interaction Local Start time of interaction Local Stop time of interaction Date and time when current row was inserted/updated Reserved Number which represent the day the evaluation occurred External call id from the telephony switch First user id which participated in the call

bitIsEvaluated bitIsPlaybackCall

bit bit

1 1

dtInteractionGMTStartTime dtInteractionGMTStopTime dtInteractionLocalStartTime dtInteractionLocalStopTime dtModifyDate iCompoundID iDayID iExternalCallId iInitiatorUserID

datetime datetime datetime datetime datetime int int int int

8 8 8 8 8 4 4 4 4

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vwNiceDBKitInteraction

Key

Name iInteractionCloseReasonID

Data Type int

Length 4

Description 0 Unknown 1 Normal Start 2 Normal End 4 Transfer Start 8 Transfer End 16 Conference 32 Inter Queue 64 Networking 128 Segment 256 Compound 512 Block 1024 Clip Recording

iInteractionID iInteractionOpenReasonID

int int

4 4

Interaction id 0 Unknown 1 Normal Start 2 Normal End 4 Transfer Start 8 Transfer End 16 Conference 32 Inter Queue 64 Networking 128 Segment 256 Compound 512 Block 1024 Clip Recording

iMediaTypesId

int

0 Unknown 1 Screen 2 Voice

nvcDialedNumber iOtherSwitchID iPBXCallID iPBXCallIndex iSiteID

nvarchar int int int int

32 4 4 4 4

The digits which were dialed Reserved PBX call id PBX call index Site id of interaction

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vwNiceDBKitInteraction

Key

Name iSwitchID

Data Type int

Length 4

Description Internal id of the driver connected to the telephony switch Bcc email field Business data cc email field User id of the email sender From email field Subject email field To email field 0 Unknown 1 INCOMING 2 OUTGOING 3 INTERNAL 4 BLOCK 5 TANDEM 6 EXTERNAL

nvcBcc nvcBusinessData nvcCC nvcEmailSender nvcFrom nvcSubject nvcTo tiCallDirectionTypeID

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar tinyint

400 20 400 128 128 400 400 1

tiInteractionRecordedTypeID

tinyint

0 Unknown 1 Yes 2 No 3 Partial

tiInteractionTypeID

tinyint

0 Unknown 1 Clip Recording 2 CTI 4 Email 8 Chat 16 Web 32 Time Interval 64 Vox 128 ScreenSense

tiTimeID vcClientDTMF vcEmailRefID

tinyint varchar varchar

1 50 32

Internal use Client DTMF as supplied from the PBX Internal use

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vwNiceDBKitInteraction

Key

Name vcPBXUniversalCallInteracti onID vcReplyEmailRefID vcVectorNumber

Data Type varchar varchar varchar

Length 64 32 50

Description For Avaya switched this is the UCID Internal use vdn

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vwNiceDBKitInteractionGroupID

vwNiceDBKitInteractionGroupID
Domains: Interaction & Administration

This view lists mapping between interactions and the corresponding group ID of the user who participated in the interaction.
Key Name iGroupID iInteractionID iSiteID Data Type int int int Length 4 4 4 Description Group id Interaction ID Site Id

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vwNiceDBKitParticipant

vwNiceDBKitParticipant
Domains: Interaction

This view lists all participants in interactions.

Key Name bitIsFirstUser Data Type bit Length 1 Description Indicates if the current row (if it is an agent) is the first user which participated in the interaction Indicates if the current row is the initiator of the interaction Client ID from PBX Device id Interaction id Participant id Site id of interaction Switch id - an internal driver id which correspond to a specific PBX User id which participated in the call Internal use Agent id Agent name from PBX Department of agent Phone number of the person who dialed Station of the agent Trunk label 0 Unknown 1 HANDSET 2 SPEAKER 3 MICROPHONE 4 REINJECTION

bitIsInteractionInitiator iClientID iDeviceID iInteractionID iParticipantID iSiteID iSwitchID iUserID iVirtualDeviceID nvcAgentId nvcCTIAgentName nvcDepartement nvcPhoneNumber nvcStation nvcTrunkLabel tiDeviceTypeID

bit int int int int int int int int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar tinyint

1 4 4 4 4 4 4 4 4 64 64 32 64 64 32 1

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vwNiceDBKitParticipant

Key

Name tiParticipantTypeID

Data Type tinyint

Length 1

Description 0 Unknown 1 Internal 2 External 3 Loggers

vcTrunkGroup vcTrunkNumber

varchar varchar

16 16

Trunk group Trunk Number

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vwNiceDBKitRecording

vwNiceDBKitRecording
Domains: Interaction

This view lists all recordings.

Key Name biTimeDiff Data Type bigint Length 8 Description Time difference (in ticks) between the CLS and the logger How much time (in seconds) Recording GMT start time Recording GMT stop time Channel number of the logger where the call was recorded Number which represent the day the evaluation occurred The user id which requested the recording if this is a recording request Interaction id Logger number where the call was recorded 0 Unknown 1 Screen 2 Voice iProgramID iRecordedParticipantID iRecordingID iSiteID int int int int 4 4 4 4 Recording program id Recorded participant id Recording id Site id

biWrapupTime dtRecordingGMTStartTime dtRecordingGMTStopTime iChannel

bigint datetime datetime int

8 8 8 4

iDayID iInitiatorUserID

int int

4 4

iInteractionID iLogger iMediaTypeId

int int int

4 4 4

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vwNiceDBKitRecording

Key

Name siInitiatorTypeID

Data Type smallint

Length 2

Description 0 No Value 1 Rec Prog 2 Supervisor 4 Agent 8 Host 16 QA 32 Total 64 ROD 256 Monitor 512 SEA 1024 Clip Recorder

tiRecordingRecordedTypeID

tinyint

0 Unknown 1 Yes 2 No 3 Partial

tiRecordingSideTypeID

tinyint

0 Unknown 1 In 2 Out 3 Summed 4 Irrelevant

tiTimeID vcMmlRecordingHint

tinyint varchar

1 255

Reserved Internal use

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vwNiceDBKitReserved

vwNiceDBKitReserved
Domains: Interaction

This view lists all reserve fields.

NOTE: This is the only dynamic field in the system - it will change as each new rule or new business data is added to this view. In addition, the default rule fields will not be populated until the relevant rules are activated and configured in the Rules manager. The default column appears in the table below:

Key

Name dtModifyDate

Data Type datetime

Length 8

Description Date and time when the current row was inserted/updated Contact id Interaction id Site id Score card of default productivity Score card of default quality Indicates whether there is emotion (1 true, 0 false) Score card of default score

iContactID iInteractionID iSiteID RuleDefaultProductivity RuleDefaultQuality RuleDefaultSystemEmotion RuleDefaultSystemScore

int int int int int int int

4 4 4 4 4 4 4

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vwNiceDBKitCompoundCallHeader

vwNiceDBKitCompoundCallHeader
Domains: CTI

This view lists all summarized CTI events that occurred in all contacts.
Key Name bAbandonFromHold Data Type bit Length 1 Description Indicates if the customer abandon the call when he was in hold Indicates if the customer abandon the call when he was in queue Indicates if the call included a conference call Indicates if there was a survey after the call was ended Indicates if the calls included transfers events Date and time which took to analyze the call events The insertion time to the Data Mart Date and time of the beginning of the call Date and time of the end of the call How much time from the beginning of the call the customer abandoned Compound id (internal number) How many conferences were in the call Contact id Total call duration (seconds) Number which represent the day the evaluation occurred Number of hold in the call

bAbandonFromQueue

bit

bConference bPostCallSurvey bTransfer dtAnalysisTime dtInsertedDate dtEndTime dtStartTime iAbandonDuration

bit bit bit datetime datetime datetime datetime int

1 1 1 8 8 8 8 4

iCompoundID iConferenceCount iContactID iCustomerTime iDayID iHoldCount

int int int int int int

4 4 4 4 4 4

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vwNiceDBKitCompoundCallHeader

Key

Name iInteractionTime iParticipantsCount iQueueDurationFirst

Data Type int int int

Length 4 4 4

Description Total call duration (seconds) + wrap period duration. Number of participants in the compound How much time did the customer wait at the beginning of the call How much time did the customer wait while the phone was ringing Number of segments The site ID Number of stages. Stage is the period between 2 events.

iRingDurationFirst

int

iSegmentsCount iSiteID iStagesCount

int int int

4 4 4

iTimeID iTimeWaited iTotalAgentTalkTime

int int int

4 4 4

--The time of queue periods & hold periods (seconds). The time that the agent talked (talk and conference periods durations). Same as CustomerTime Conference periods durations (compound level) Hold periods durations (compound level) Queue periods durations (compound level) Ring periods durations (compound level) wrap periods durations (compound level) Number of transfers in the compound Number of wrap ups in the compound
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iTotalCallDuration iTotalConferenceTime iTotalHoldDuration iTotalQueueTime iTotalRingTime iTotalWrapUpTime iTransfersCount iWrapUpDurationLast

int int int int int int int int

4 4 4 4 4 4 4 4

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vwNiceDBKitCompoundCallHeader

Key

Name tiHangUpSideID tiStatusID vcDayOfWeek vcRoutingPathDevice

Data Type tinyint tinyint varchar varchar

Length 1 1 10 50

Description Agent/Customer/Unknown/bot h -DayOfWeek ---

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vwNiceDBKitSegments

vwNiceDBKitSegments
Domains: CTI

This view lists all summarized CTI events that occurred in all interactions.
Key Name bAbandonFromHold bAbandonFromQueue bConference Data Type bit bit bit Length 1 1 1 Description Set to true if the customer abandons during hold. Set to true if the customer abandons during queue. Set to true if during this segment there was a conference. Set to true if during this segment there was a transfer. The insertion time to the Data Mart The time of the start of the segment (if it contains transfer). The time before the Abandon (from hold or Queue) --The compound ID (from the Driver) Duration of the segment. How many Holds events Duration of all Hold periods The Interaction ID (from nice_interactions) Number of participants Duration of all Queue periods Duration of all Ring periods Site ID (conference) Switch ID (conference)
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bTransfer

bit

dtInsertedDate dtTransferTime

datetime datetime

8 8

iAbandonDuration

int

iAgentID iCompoundID iDuration iHoldCount iHoldDuration iInteractionID iParticipantsCount iQueueDuration iRingDuration iSiteID iSwitchID

int int int int int int int int int int int

4 4 4 4 4 4 4 4 4 4 4

vwNiceDBKitSegments

Key

Name iTransferToAgentID iTransferToUserID iTransferToUserSwitchID iUserID iUserSwitchID iWrapDuration nvcTransferToUserAgentID nvcTransferToUserExtension nvcTransferToUserStationID nvcUserAgentID nvcUserExtension nvcUserStationID tiPlacement

Data Type int int int int int int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar tinyint

Length 4 4 4 4 4 4 50 50 50 50 50 50 1

Description --In Transfer, the destination user ID In Transfer, the destination user switch the source user switch the source user switch Duration of WRAP period In Transfer, the destination Agent ID In Transfer, the destination user extension In Transfer, the destination user station id In Transfer, the source Agent ID In Transfer, the source user extension The Stations number Place of segment inside the compound (First, Inner or Last).

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vwNiceDBKitSummedExcitementSummary

vwNiceDBKitSummedExcitementSummary
Domains: CA

This view lists certain values that were detected for interactions/contacts.
Key Name iObjectID iObjectTypeId Data Type int int Length 4 4 Description Interaction id/contact id 0 interaction 1- contact iSiteID siCertainty int smallint 4 2 Site id of interaction/contact Grade between 0 100 which indicates if there was excitement in call

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vwNiceDBKitSummedTalksOverSummary

vwNiceDBKitSummedTalksOverSummary
Domains: CA

This view lists all silence and talk over values..

Ke y Name fPercentSilence Data Type real Lengt h 4 Description Number between 0 100 which indicates the percentage of silence in call Number between 0 100 which indicates the percentage of talk over in call (talkover = two side talking together at same time) Interaction id/contact id 0 interaction 1- contact iSiteID int 4 Site id of interaction/contact

fPercentTalkOver

real

iObjectID iObjectTypeId

int int

4 4

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vwNiceDBKitCACallExcitementSummary

vwNiceDBKitCACallExcitementSummary
Domains: CA

This view lists all excitements that occurred in contacts.

Key Name dtDBTime iCACallId iCompoundId iSiteId siCallCertainty Data Type datetime int int int smallint Length 8 4 4 4 2 Description Database time when row was inserted Internal ID of the contact Contact id Site id of contact A number between 0 to 100 which indicates the certainty that there was excitement in call 1- agent 2- customer

siSpeaker

smallint

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vwNiceDBKitCACallTalkOverSummary

vwNiceDBKitCACallTalkOverSummary
Domains: CA

This view lists all talkovers that occurred in contacts.

Key Name dtDBTime fPercentSilence Data Type datetime real Length 8 4 Description Database time when row was inserted A number between 0 to100 which indicates the percent of silence from the total call duration A number between 0 to100 which indicates the percent of talkover from the total call duration Internal ID of the contact Compound id Site id

fPercentTalkover

real

iCACallId iCompoundId iSiteId

int int int

4 4 4

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vwNiceDBKitExcitementLevel

vwNiceDBKitExcitementLevel
Domains: CA

This view lists all excitement levels in interactions.

Key Name dtDBTime iCASegId iCompoundId iFrom iOriginalSegmentId iSiteId iTo siBinaryGrade siSectionGrade siSpeaker Data Type datetime int int int int int int smallint smallint smallint Length 8 4 4 4 4 4 4 2 2 2 Description Database time when row was inserted Internal ID of the interaction Contact id Starting position in the interaction (msec) Interaction ID Site id Ending position in the interaction (msec) 0/1 which indicates if there was excitement in the interaction 0-100 represents the certainty in the specific section 1- Agent 2- Customer

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vwNiceDBKitExcitementSummary

vwNiceDBKitExcitementSummary
Domains: CA

This view lists all excitements that occurred in interactions.

Key Name dtDBTime iCASegId iCompoundId iOriginalSegmentId iSiteId siSegmentCertainty Data Type datetime int int int int smallint Length 8 4 4 4 4 2 Description Database time when row was inserted For internal use * Contact id Interaction id Site id A number between 0 to 100 which indicates the certainty that there was excitement in interaction 1- agent 2- 2 customer

siSpeaker

tinyint

* IMPORTANT The value for the data displayed in this column is always NULL. This value will be deprecated in the upcoming versions.

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vwNiceDBKitGroupWords

vwNiceDBKitGroupWords
Domains: CA

This view lists word groups.

Key Name hierarchy iGroupId iParentGroupId lvl siBaseGroupType Data Type nvarchar int int int smallint Length 900 4 4 4 2 Description List of parent groups Group id Parent group id Level of the group in hierarchy 1 Organization Lexicon 2 ClearSight 3 Ignore List (Default) 4 Ignore List (Manual) siContractId siDeleted siLanguageId vcDescription vcGroupName smallint smallint smallint nvarchar nvarchar 2 2 2 900 50 Reserved Indicates if group is deleted reserved Description of the group Group name

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vwNiceDBKitWordGroups

vwNiceDBKitWordGroups
Domains: CA

This view lists mapping between groups and their words.

Key Name iGroupId iWordId Data Type int int Length 4 4 Description Group id Word id

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vwNiceDBKitWords

vwNiceDBKitWords
Domains: CA

This view lists all words to be detected.

Key Name iWordId siDeleted siWordImportance vcAlias vcPronunciation Data Type int smallint smallint varchar varchar Length 4 2 2 880 50 Description Word Id Indicates if word was deleted Reserved Alias name for the word Reserved

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vwNiceDBKitWordSpotting

vwNiceDBKitWordSpotting
Domains: CA

This view lists all spotted words in contacts.

Key Name dtDBTime iCASegId iCompoundId iOriginalSegmentId iPosition iPositionFromEnd iSiteId iWordId siCertainty Data Type datetime int int int int int int int smallint Length 8 4 4 4 4 4 4 4 2 Description Database time when row was inserted Internal use Contact id Contact id Position of the word from the beginning Position of the word from the end Site id Spotted word id The percentage certainty that the word was actually found in call 1 - agent 2 - customer WordSpotted varchar 880 The actual value of the spotted word/phrase as defined in the Lexicon Manager

siSpeaker

tinyint

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vwNiceDBKitWordSpottingSummary

vwNiceDBKitWordSpottingSummary
Domains: CA

This view lists all spotted words in interactions.

Key Name dtDBTime iCASegId iOriginalSegmentId iSiteId siSpeakerId Data Type datetime int int int tinyint Length 8 4 4 4 1 Description Database time when row was inserted Internal use Interaction id Site id 1 - agent 2 - customer vcWordsByPos varchar 886 List of spotted word ids according to their occurrence during the call List of spotted word ids sorted by wordid

vcWordsSorted

varchar

886

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vwNiceDBKitTalkOverSummary

vwNiceDBKitTalkOverSummary
Domains: CA

This view lists all talkover properties that occurred in interactions.

Key Name dtDBTime fPercentAgentSpeak Data Type datetime real Length 8 4 Description Database time when row was inserted The time percentage from the total call duration which the agent was speaking The time percentage from the total call duration which the customer was speaking A number between 0 to100 which indicates the percent of silence from the total call duration A number between 0 to100 which indicates the percent of talkover from the total call duration For internal use * Contact id Interaction id Site id The number of times the agent bursted while the customer was speaking **

fPercentCustomerSpeak

real

fPercentSilence

real

fPercentTalkOver

real

iCASegId iCompoundId iOriginalSegmentId iSiteId siAgentBurst

int int int int smallint

4 4 4 4 2

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vwNiceDBKitTalkOverSummary

Key

Name siCustomerBurst

Data Type smallint

Length 2

Description The number of times the customer bursted while the agent was speaking ** Total burst in call for all participants **

siTotalBurst

smallint

* IMPORTANT The value for the data displayed in this column is always NULL. This value will be deprecated in the upcoming versions.

** IMPORTANT The value for the data displayed in this column is always NULL.

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vwNiceDBKitWordGroupsBank

vwNiceDBKitWordGroupsBank
Domains: CA

This view lists all group of words.

Key Name hierarchy iGroupId iParentGroupId iWordId siBaseGroupType Data Type nvarchar int int int smallint Length 900 4 4 4 2 Description Hierarchy string presentation Group id Parent group id Word id 1 Organization Lexicon 2 ClearSight 3 Ignore List (Default) 4 Ignore List (Manual) siGroupIsDeleted siWordIsDeleted vcAlias vcGroupName smallint smallint varchar nvarchar 2 2 880 50 Indicates if group was deleted Indicates if word was deleted Alias of a word Group name

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vwNiceDBKitScreenSenseKitEvents

vwNiceDBKitScreenSenseKitEvents
Domains: ScreenSense

This view lists all events.

Key Name iEventID nvcName nvcDescription iModifierID dtCreated iStatus Data Type int int nvarchar int datetime smallint Length 4 4 50 4 8 4 Description Event id Event name Event description User id who defined the event Date and time when event was created None = 0, Active = 1, Deleted = 2, InActive = 3, NotValid = 4 iValueType int 4 None = 0, String = 1, Numeric = 2, DateTime = 3

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vwNiceDBKitScreenSenseGroupEvents

vwNiceDBKitScreenSenseGroupEvents
Domains: ScreenSense

This view lists mapping between events and their parent groups.
Key Name iEventID iGroupID Data Type int int Length 4 4 Description Event id Group id

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vwNiceDBKitScreenSenseEventsGroups

vwNiceDBKitScreenSenseEventsGroups
Domains: ScreenSense

This view lists event groups.

Key Name iGroupID iParentGroupID iStatus Data Type int int tinyint Length 4 4 1 Description Group id Parent group id None = 0, Active = 1, Deleted = 2, InActive = 3, NotValid = 4 nvcDescription nvcName vcHierarchy nvarchar nvarchar varchar 256 64 128 Group description Group name List of group ids which represent the group hierarchy

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vwNiceDBKitScreenSenseNotificationContacts

vwNiceDBKitScreenSenseNotificationContacts
Domains: ScreenSense

This view lists mapping between NICE Contacts and their Events Notifications.
Key Name iNotificationContactID iContactID iNotificationID iSiteID iSecondsFromStart Data Type int int int int int Length 4 4 4 4 4 Description Notification Contact ID Contact ID iNotification ID The site id where the call and notification occurred The time in seconds from the beginning of the contact where the notification took place The time in seconds from the end of the contact where the notification took place

iSecondsFromEnd

int

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vwNiceDBKitScreenSenseNotificationsInteractions

vwNiceDBKitScreenSenseNotificationsInteractions
Domains: ScreenSense

This view lists mapping between NICE Interactions and their Events Notifications.
Key Name iNotificationInteractiontID iInteractionID iNotificationID iSiteID iSecondsFromStart Data Type int int int int int Length 4 4 4 4 4 Description Notification Interaction ID Interaction ID iNotification ID The site id where the call and notification occurred The time in seconds from the beginning of the interaction where the notification took place The time in seconds from the end of the interaction where the notification took place

iSecondsFromEnd

int

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vwNiceDBKitScreenSenseNotificationValues

vwNiceDBKitScreenSenseNotificationValues
Domains: ScreenSense

This view lists all values related to the Events Notifications.

Key Name dtValue fValue iNotificationID iNotificationValueID iSiteID iTriggerID nvcValue Data Type datetime float int int int int nvarchar Length 8 8 4 4 4 4 256 Description Datetime value of the notification Float value of the notification Notification ID Notification Value ID Site id where the notification occurred The id of the trigger which caused the event string value of the notification

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vwNiceDBKitScreenSenseNotifications

vwNiceDBKitScreenSenseNotifications
Domains: ScreenSense

This view lists all Events Notifications (instances of an event).

Key Name iNotificationID iSiteID iEventID iUserID dtClientTime Data Type int int int int datetime Length 4 4 4 4 8 Description Notification ID Site id where the notification occurred Event id who is the reference of the notification User id who created the notification The gmt date and time when the notification took place in the local computer The gmt date and time when the notification took place in the server computer Date and time when current row was inserted/updated

dtServerTime

datetime

dtModifyDate

datetime

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A
Resource Types
This appendix contains a list of Resource Types displayed in the vwNiceDBKitAuditMessageType view and the corresponding Resource Name (see vwNiceDBKitAuditMessageType on page 47).

Resource Type 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Resource Name User Hierarchy Group Call Data System Administrator User Administrator Unified Query Playback Media Server Nice Instant Messenger Form Designer Playback Resource Manager Locate Service Playback Playback Media Service Playback Server CLS Database Administration Database Switch

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137

Resource Type 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47

Resource Name Logger SQL Server Monitor Desktop CLS Server AuditDb ContentDb NifDb ScreenSenceDb EventsDb StorageCenter ROD ContentAnalysisServer Reporter AuditTrailServer Device Group Device Lists Editor Multi Media Logger Rules Manager Lexicon Editor MyUniverse NiceLearning Uploader ScreenSence LoggerBackup MediaLibrary CTIEventDBServer Evaluator

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Resource Type 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76

Resource Name CTIDriverDB RuleEngineDB FlexGroup ClipRecorder Coaching SpeechQu RetrievalUnit QADB Rule Engine ReporterDB DataWarehouseDB ConnectionManager Call Flow Analysis Engine Driver Reporter Scheduler Reporter Category FTFQuery Investigation KeyManager Scenario Analyzer Importer System Monitoring Request InvestmentBankingDB StorageCenterDB VRG Player IPCapture CTIInterface

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Resource Type 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105

Resource Name Observer AASearchController KSM CryptoDB SpeechToTextEngine IpPhone SDK Content Analysis Server FLM PlaybackServerIVR PlaybackServerCtApp Site ApplicationServer ClearSight FormGroup QueryFolder RedundancyManager AnalysisServer PlaybackStreamServer PlaybackStreamServerRoot SystemAdminConfiguration AnalysisSQLServer Form RetentionService Location NetworkEmbeddedLoggerLicensingService SurveyManager SurveyForm SurveyGroup

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Resource Type 106 107 108 109 110 111 112 113

Resource Name SmartCenterIntegrations NMS NotificationEngine CustomerFeedback ChannelMonitoring MML VRA MPCM

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Blank page for double-sided printing.

B
Audit Message Types - Enterprise Environments
This appendix provides descriptions of the Audit Message types displayed in the vwNiceDBKitAuditMessageType view for the Enterprise environment (see vwNiceDBKitAuditMessageType on page 47). For descriptions of the Audit Message types for the Compliance environment, see Appendix C, Audit Message Types - Compliance Environment on page 155.

All NICE Perform audit messages are listed below according to the audit groups.

Group

Message

Description

Audio Manipulation Analyze On Demand Interaction Save Audit Trail Audit Trail Default Settings Change Business Analyzer Default Settings Modification Users Settings Reset Channel Mapping New Resource User added a resource via the Channel Mapping branch in System Administrator. System Administrator changed Users settings. System Administrator reset Users settings. User changed the default settings. User Performed Analyze on Demand (audio analysis) via Business Analyzer. User saved an interaction to a specific location on the file system as an NMF, WAV, or ASF file.

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Group

Message Resource Deletion Resource Modification

Description User deleted an existing resource via the Channel Mapping branch in System Administrator. User modified an existing resource via the Channel Mapping branch in System Administrator.

Clip Recorder Clip Deletion New Clip User deleted an existing clip via Business Analyzer Clips. User created a new clip via Business Analyzer - Clips.

CLS Plug-in (System Administrator) Interactions Center Details Change Reporting Level Change Resource details changed. Reporting level changed from the old reporting level to a new reporting level for an existing Interactions Center. Interactions Center parameter value changed. Business data mapping changed for an existing Interactions Center. A Logger was attached to or detached from an existing Interactions Center.

Parameter Value Change Business Data Mapping Logger Attachment Coaching Tool Comment Insertion New Package Package Deletion Package Deletion after Review Package Deletion before Review Package Modification Package Review Package Sending

User added a comment to the package via Business Analyzer - Packages. User created a new package via Business Analyzer Packages. User deleted an existing package via Business Analyzer - Packages. User deletes a package after reviewing it via My Universe - My Packages component. User deletes a package before reviewing it via My Universe - My Packages component. User modified an existing package via Business Analyzer - Packages. User (agent) reviewed a package via My Universe. User sent a package via Business Analyzer Packages.

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Group

Message

Description

Evaluator Agent Calibration User created a new calibration (an evaluation form filled in a second time) via Business Analyzer Evaluations. User created a new agent evaluation via Business Analyzer - Evaluations module. User deleted a calibration (an evaluation form filled in a second time) via Business Analyzer - Evaluations. User modified a calibration (an evaluation form filled in a second time) via Business Analyzer - Evaluations. User created a new customer evaluation via Business Analyzer - Evaluations module. User deleted a customer evaluation via Business Analyzer - Evaluations module. User updated an evaluation (with an attached recording) via Business Analyzer - Evaluations. User added a new comment to an existing evaluation via Business Analyzer - Evaluations module. User deleted a comment from an existing evaluation via Business Analyzer - Evaluations module. User modified an evaluation (with an attached recording) via Business Analyzer - Evaluations. User clicked the 'reviewed by agent' button in the evaluation form. User clicked the 'reviewed by evaluator' button in the evaluation form. User created a new 'self evaluation' via Business Analyzer - Evaluations.

Agent Evaluation Calibration Deletion Calibration Modification Customer Evaluation Customer Evaluation Deletion Customer Evaluation Update Evaluation Comment Evaluation Deletion Evaluation Modification Evaluation Review by Agent Evaluation Review by Evaluator Self Evaluation Feedback Feedback Comment Feedback Creation Feedback Deletion Feedback Voice Comment Transcription Form Designer

User commented on feedback. New feedback was created. User deleted feedback. User saved transcription for a question for feedback.

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Message Evaluation Form Creation Evaluation Form Deletion Evaluation Form Installation Evaluation Form Modification Form Disabled

Description User designed a new evaluation form via Form Designer. User deleted an existing evaluation form via Form Designer. User installed a new evaluation form via Form Designer. User designed an existing evaluation form via Form Designer. User disabled an existing form (the form is not currently used but might be needed in the future) via Form Designer. User enabled an existing form (that was previously disabled) via Form Designer. User deleted an existing form layout via Form Designer. User modified an existing form layout via Form Designer. User designed a new form layout via Form Designer.

Form Enabled Layout Deletion Layout Modification New Layout Insight Manager Discovery Category Modification Discovery Category Start. Monitoring Category Modification Monitoring Category Start Monitoring Category Stop New Discovery Category New Monitoring Category

Discovery category modified. User activated Discovery category. User modified Monitoring category. User activated Monitoring Category. User stopped Discovery category. User created a new Discovery category. User created a new Monitoring Category.

Integrations Plugin (System Administrator) Connection Manager Deletion Connection Manager Update Driver Deletion Driver Update User deleted a Connection Manager via the System Administrator. User updated a Connection Manager via the System Administrator. User deleted a Driver via the System Administrator. User updated a Driver via the System Administrator.
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Message General Integrations Update Key Manager Deletion Key Manager Update New Connection Manager New Driver New Key Manager New Switch Switch Deletion Switch Update

Description User performed an update. User deleted a Key Manager via the System Administrator. User updated a Key Manager via the System Administrator. User added a new Connection Manager via the System Administrator. User added a new Driver via the System Administrator. User added a new Key Manager via the System Administrator. User added Switch Type, Resource ID, and Switch ID. User deleted Resource ID and Switch ID. User updated the resource ID, and Switch ID.

Key Storage Manager Crypto Data Retrieval User retrieved cryptography information for specific GUIDs from a requested site. A GUID is a Globally Unique Identifier used in software applications, and is a primary key in tables. Lists Editor Item Deletion List Deletion New Item New List Media Library Plug-in Logger Addition User associated a Logger with a specific Media Library Printer via System Administrator (New Printer Definition Wizard). User removed a Logger from a Media Library Printer via System Administrator. User deleted an existing Media Library via System Administrator. User modified the Media Library definition via System Administrator. User deleted a list item via Lists Editor. User deleted a list via Lists Editor. User added a list item via Lists Editor. User created a new list via Lists Editor.

Logger Removal Media Library Deletion Media Library Update

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Message New Media Library New Printer Printer Deletion Printer Update

Description User created a new Media Library via System Administrator (Media Library Server Definition Wizard). User added a New Media Library Printer via System Administrator. User deleted a Media Library Printer via System Administrator. User modified a Media Library Printer definition via System Administrator.

Monitor Monitor Start Monitor Stop My Universe Default View Setting New View View Deletion View Modification Playback Complete-Interaction Playback Start Complete-Interaction Playback Stop User played back a complete interaction via Business Analyzer - Interactions / NICE Player. User stopped the playback of a complete interaction via Business Analyzer - Interactions / NICE Player. Interaction details: Stop time, Participant. Complete-Interaction Preview Complete-Interaction Preview Stop Complete-Interaction Retrieval Interaction Playback Start User started the preview of a complete interaction via Business Analyzer. User stopped the preview of a complete interaction via Business Analyzer. User retrieved an archived complete interaction via Business Analyzer - Interactions. User stopped the playback of an interaction via Business Analyzer - Interactions / NICE Player. Segment details: Stop time, Participant. Interaction Playback Stop User stopped the playback of an interaction via Business Analyzer - Interactions / NICE Player. Interaction details: Stop time, Participant. User set the view as default for specific users. User created a new view via My Universe. User deleted the view via My Universe. User modified the view via My Universe. User began monitoring an agent via Monitor. User stopped monitoring an agent via Monitor.

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Message Interaction Preview Start Interaction Preview Stop Interaction Retrieval

Description User started the preview of an interaction via Business Analyzer. User stopped the preview of an interaction via Business Analyzer. User retrieved an archived interaction via Business Analyzer.

Recording Manipulation Recording On Demand Start Recording On Demand Stop Time Interval Recording On Demand Reporter Configuration Update Data Entity Deletion Data Entity Update History File Deletion Logo Deletion New Data Entity New Logo New Report New Report Schedule Package Export Package Import Report Deletion Report History Clearance Report Run Report Saved to History User updated an existing reporter configuration via the Reporter. User deleted an existing Data entity via the Reporter. User updated an existing data entity via the Reporter. User deleted one of the saved reports from the history file via the Reporter. User deleted an existing logo via the Reporter. User created a new data entity via the Reporter. User uploaded a new logo via the Reporter. User created a new report definition via the Reporter. User created a new report schedule via the Reporter. User exported a templates package via the Reporter. User imported new templates package via the Reporter. User deleted an existing report definition via the Reporter. User cleared all the history files that you previously saved via the Reporter. User manually ran a Report via the Reporter. User saved a report to history via the Reporter.
149

User began recording an interaction via ROD. User stopped recording an interaction via ROD. User began a time interval recording interaction via ROD.

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Message Report Termination Report Update Reporter Log Clearance Schedule Update Template Deletion Template Installation Template Update

Description User terminated the execution of a report via the Reporter. User created a new report definition via the Reporter. User manually cleared the report execution log via the Reporter. User updated an existing report schedule via the Reporter. User deleted an existing template via the Reporter. User installed a new template via the Reporter. User updated an existing template via the Reporter.

Request Automatic Request Approval New Request Submission Request Approval Request Completion Request Deletion Request Hard Copy Ready Request Playback Retrieval Request Rejection Request Update Retention Service Extend Retention Rules Manager Rule Addition Rule Deletion Rule Modification Security User Account Deactivation User deactivated a user account via the Users Administrator. User created a new rule via Rules Manager. User deleted an existing rule via Rules Manager. User modified an existing rule via Rules Manager. Extend retention requested by User for interaction with new expiration date and reason. Request automatically approved for user. User submitted a new request. User approved request. User completed request. User deleted request. User hard copied PB for request. User retrieved PB for request. User rejected request. User updated request.

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Message User Account Disabled User Account Enabled User Account Locked

Description User disabled a user account (by clearing the checkbox) via the Users Administrator. User enabled a user account via the Users Administrator. User failed to login several times and the system locked the account (based on organizational security definition). User logged in. User login was unsuccessful. User logged out. User changed a user password.

User Login User Login Failure User Logout User Password Change

Storage Center Plug-in (System Administrator) ESM Device Deletion ESM Device Update New ESM Device New Service New Storage Center Server New Storage Unit New Storage Units Group Service Deletion Service Update Storage Center Server Deletion Storage Center Server Update Storage Unit Deletion User deleted an existing definition of Enterprise Storage Device via System Administrator. User modified an existing definition of Enterprise Storage Device via System Administrator. User defined a new Enterprise Storage Device via System Administrator. User created a new Storage Center via the System Administrator. User defined a new Storage Center Server via System Administrator. User defined a new Storage Unit via System Administrator. User deleted an existing Storage Units Group via System Administrator. User deleted a Storage Center via the System Administrator. User modified a port for one of the Storage Center services via the System Administrator. User deleted a Storage Center server. User updated a Storage Center server. User deleted an existing Storage Unit via System Administrator.
151

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Message Storage Unit Update Storage Units Group Deletion Storage Units Group Update

Description User modified an existing Storage Unit definition via System Administrator. User deleted an existing Storage Units Group via System Administrator. User modified an existing Storage Units Group definition via System Administrator.

Survey Manager New Survey New Survey Layout Survey Deletion Survey Layout Deletion Survey Layout Modification Survey Modification System Administrator Data Warehouse Job Disabled Data Warehouse Job Enabled Data Warehouse Options Update Data Warehouse Removal Data Warehouse Update Domain Addition Domain Details Update Domain Removal External Domain Import New Data Warehouse User deleted an existing Datamart (data warehouse) via System Administrator. User enabled one of the Datamart (data warehouse) SQL Jobs via Systems Administrator. User updated the Datamart (data warehouse) options/properties via System Administrator. User deleted an existing Datamart (data warehouse) via System Administrator. User updated an existing Datamart (data warehouse) general details via System Administrator. User added a Datamart (data warehouse) domain to a site via the System Administrator. User updated the domain details via System Administrator. User removed a domain from a site via System Administrator. User imported an external domain into an existing Datamart (data warehouse) via System Administrator. User added a new Datamart (data warehouse) via System Administrator.
152

User created a new survey. User created a new survey layout. User deleted a survey. User deleted a survey layout. User modified a survey layout. User modified a survey.

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Message New External Domain New Resource New Schedule New Site Nice Domain Installation Nice Domain Uninstallation

Description User created an external domain (not a NICE domain) via System Administrator. User added a system resource via System Administrator. User added a new Datamart (data warehouse) scheduled tasks via System Administrator. User added a new site name in the System Administrator. User added a Datamart (data warehouse) domain to a site via the System Administrator. User uninstalled one of the NICE domains from an existing warehouse (Datamart) via System Administrator. User modified the request approval process. User modified the request Playback process. User deleted a system resource via System Administrator. User modified a system resource via System Administrator. User deleted an existing Datamart (data warehouse) scheduled tasks via System Administrator. User updated the Datamart (data warehouse) scheduled tasks via System Administrator. User modified a Screen Server via System Administrator. User modified TCP mode in the System Administrator. User entered the Technician Mode in the System Administrator. User left the Technician Mode in the System Administrator. User modified a Voice Server via System Administrator. User updated Workstations Port Settings.

Request Approval Process Modification Request Playback Process Modification Resource Deletion Resource Modification Schedule Deletion Schedule Update Screen Server Modification TCP Mode Modification Technician Mode Activation Technician Mode Deactivation Voice Server Modification Workstations Port Settings Update User Administrator

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Message Profile Removal from Group Group Change Group Deletion Group Move New Group New User Password Reset Profile Addition Profile Addition to Group Profile Attachment to User Profile Deletion Profile Modification Profile Removal from User User Addition to Group User Change User Deletion User Removal from Group

Description User removed a profile from an existing group. User modified an existing group. User deleted an existing Group via Users Administrator. User moved an existing Group to another Group. User added a new Group via Users Administrator. User added a new User via Users Administrator. User reset the password for an existing User. User added a new Profile via Users Administrator. User added an additional profile to a group. User added an additional profile to a user. User deleted an existing Profile via Users Administrator. User modified an existing Profile via Users Administrator. User removed a profile from an existing User. User added a new Group via Users Administrator. User modified an existing User. User deleted an existing User via Users Administrator. User removed an existing User from a Group.

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C
Audit Message Types - Compliance Environment
This appendix provides descriptions of the Audit Message types displayed in the vwNiceDBKitAuditMessageType view for the Compliance environment (see vwNiceDBKitAuditMessageType on page 47). For descriptions of the Audit Message types for the Enterprise environment, see Appendix B, Audit Message Types - Enterprise Environments on page 143. All NICE Perform audit messages are listed below according to the audit groups.

Group

Message

Description

Audio Manipulation Analyze On Demand Interaction Save Audit Trail Audit Trail Default Settings Change User Settings Reset Channel Mapping New Resource Resource Deletion Resource Modification User added a resource via the Channel Mapping branch in System Administrator. User deleted an existing resource via the Channel Mapping branch in System Administrator. User modified an existing resource via the Channel Mapping branch in System Administrator. User changed the default settings. User reset Users settings. User Performed Analyze on Demand (audio analysis) via Business Analyzer. User saved an interaction to a specific location on the file system as an NMF, WAV, or ASF file.

CLS Plug-in (System Administrator)

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Message Interactions Center Details Change Reporting Level Change

Description Resource details changed. Reporting level changed from the old reporting level to a new reporting level for an existing Interactions Center. Interactions Center parameter value changed. Business data mapping changed for an existing Interactions Center. A Logger was attached to or detached from an existing Interactions Center.

Parameter Value Change Business Data Mapping Logger Attachment Investigations Discovery Category Modification Discovery Category Start. Discovery Category Stop Monitoring Category Modification Monitoring Category Start Monitoring Category Stop New Discovery Category New Monitoring Category

Discovery category modified. User activated Discovery category. User stopped Discovery category. User modified Monitoring category. User activated Monitoring Category. User stopped Discovery category. User created a new Discovery category. User created a new Monitoring Category.

Integrations Plugin (System Administrator) Connection Manager Deletion Connection Manager Update Driver Deletion Driver Update General Integrations Update Key Manager Deletion Key Manager Update User deleted a Connection Manager via the System Administrator. User updated a Connection Manager via the System Administrator. User deleted a Driver via the System Administrator. User updated a Driver via the System Administrator. User performed an update. User deleted a Key Manager via the System Administrator. User updated a Key Manager via the System Administrator.

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Message New Connection Manager New Driver New Key Manager New Switch Switch Deletion Switch Update

Description User added a new Connection Manager via the System Administrator. User added a new Driver via the System Administrator. User added a new Key Manager via the System Administrator. User added Switch Type, Resource ID, and Switch ID. User deleted Resource ID and Switch ID. User updated the resource ID, and Switch ID.

Interactions Default Settings Modification Users Settings Reset Discovery Category Stop Key Storage Manager Crypto Data Retrieval User retrieved cryptography information for specific GUIDs from a requested site. A GUID is a Globally Unique Identifier used in software applications, and is a primary key in tables. Lists Editor Item Deletion List Deletion New Item New List Media Library Plug-in Logger Addition User associated a Logger with a specific Media Library Printer via System Administrator (New Printer Definition Wizard). User removed a Logger from a Media Library Printer via System Administrator. User deleted an existing Media Library via System Administrator. User modified the Media Library definition via System Administrator. User deleted a list item via Lists Editor. User deleted a list via Lists Editor. User added a list item via Lists Editor. User created a new list via Lists Editor. User changed the default settings. User reset Users settings. User deactivated Discovery Category.

Logger Removal Media Library Deletion Media Library Update

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Message New Media Library New Printer Printer Deletion Printer Update

Description User created a new Media Library via System Administrator (Media Library Server Definition Wizard). User added a New Media Library Printer via System Administrator. User deleted a Media Library Printer via System Administrator. User modified a Media Library Printer definition via System Administrator.

Monitor Monitor Start Monitor Stop Playback Interaction Playback Start User stopped the playback of an interaction via Interactions / NICE Player. Segment details: Stop time, Participant. Interaction Playback Stop User stopped the playback of an interaction via Interactions / NICE Player. Interaction details: Stop time, Participant. Interaction Preview Start Interaction Preview Stop Interaction Retrieval Recording Manipulation Recording On Demand Start Recording On Demand Stop Time Interval Recording On Demand Reporter Configuration Update Data Entity Deletion Data Entity Update User updated an existing reporter configuration via the Reporter. User deleted an existing Data entity via the Reporter. User updated an existing data entity via the Reporter.
158

User began monitoring an agent via Monitor. User stopped monitoring an agent via Monitor.

User started the preview of an interaction via Interactions. User stopped the preview of an interaction via Interactions. User retrieved an archived interaction via Interactions.

User began recording an interaction via ROD. User stopped recording an interaction via ROD. User began a time interval recording interaction via ROD.

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Message History File Deletion Logo Deletion New Data Entity New Logo New Report New Report Schedule Package Export Package Import Report Deletion Report History Clearance Report Run Report Saved to History Report Termination Report Update Reporter Log Clearance Schedule Update Template Deletion Template Installation Template Update

Description User deleted one of the saved reports from the history file via the Reporter. User deleted an existing logo via the Reporter. User created a new data entity via the Reporter. User uploaded a new logo via the Reporter. User created a new report definition via the Reporter. User created a new report schedule via the Reporter. User exported a templates package via the Reporter. User imported new templates package via the Reporter. User deleted an existing report definition via the Reporter. User cleared all the history files that you previously saved via the Reporter. User manually ran a Report via the Reporter. User saved a report to history via the Reporter. User terminated the execution of a report via the Reporter. User created a new report definition via the Reporter. User manually cleared the report execution log via the Reporter. User updated an existing report schedule via the Reporter. User deleted an existing template via the Reporter. User installed a new template via the Reporter. User updated an existing template via the Reporter.

Request Automatic Request Approval New Request Submission Request Approval Request Completion Request Deletion Request automatically approved for user. User submitted a new request. User approved request. User completed request. User deleted request.
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Message Request Hard Copy Ready Request Playback Retrieval Request Rejection Request Update

Description User hard copied PB for request. User retrieved PB for request. User rejected request. User updated request.

Retention Service Extend Retention Rules Manager Rule Addition Rule Deletion Rule Modification Security User Account Deactivation User Account Disabled User Account Enabled User Account Locked User deactivated a user account via the Users Administrator. User disabled a user account (by clearing the checkbox) via the Users Administrator. User enabled a user account via the Users Administrator. User failed to login several times and the system locked the account (based on organizational security definition). User logged in. User login was unsuccessful. User logged out. User changed a user password. User created a new rule via Rules Manager. User deleted an existing rule via Rules Manager. User modified an existing rule via Rules Manager. Extend retention requested by User for interaction with new expiration date and reason.

User Login User Login Failure User Logout User Password Change

Storage Center Plug-in (System Administrator) ESM Device Deletion ESM Device Update New ESM Device User deleted an existing definition of Enterprise Storage Device via System Administrator. User modified an existing definition of Enterprise Storage Device via System Administrator. User defined a new Enterprise Storage Device via System Administrator.

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Message New Service New Storage Center Server New Storage Unit New Storage Units Group Service Deletion Service Update Storage Center Server Deletion Storage Center Server Update Storage Unit Deletion Storage Unit Update Storage Units Group Deletion Storage Units Group Update

Description User created a new Storage Center via the System Administrator. User defined a new Storage Center Server via System Administrator. User defined a new Storage Unit via System Administrator. User deleted an existing Storage Units Group via System Administrator. User deleted a Storage Center via the System Administrator. User modified a port for one of the Storage Center services via the System Administrator. User deleted a Storage Center server. User updated a Storage Center server. User deleted an existing Storage Unit via System Administrator. User modified an existing Storage Unit definition via System Administrator. User deleted an existing Storage Units Group via System Administrator. User modified an existing Storage Units Group definition via System Administrator.

System Administrator Data Warehouse Job Disabled Data Warehouse Job Enabled Data Warehouse Options Update Data Warehouse Removal Data Warehouse Update User deleted an existing Datamart (data warehouse) via System Administrator. User enabled one of the Datamart (data warehouse) SQL Jobs via Systems Administrator. User updated the Datamart (data warehouse) options/properties via System Administrator. User deleted an existing Datamart (data warehouse) via System Administrator. User updated an existing Datamart (data warehouse) general details via System Administrator.

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Message Domain Addition Domain Details Update Domain Removal External Domain Import New Data Warehouse New External Domain New Resource New Schedule New Site Nice Domain Installation Nice Domain Uninstallation

Description User added a Datamart (data warehouse) domain to a site via the System Administrator. User updated the domain details via System Administrator. User removed a domain from a site via System Administrator. User imported an external domain into an existing Datamart (data warehouse) via System Administrator. User added a new Datamart (data warehouse) via System Administrator. User created an external domain (not a NICE domain) via System Administrator. User added a system resource via System Administrator. User added a new Datamart (data warehouse) scheduled tasks via System Administrator. User added a new site name in the System Administrator. User added a Datamart (data warehouse) domain to a site via the System Administrator. User uninstalled one of the NICE domains from an existing warehouse (Datamart) via System Administrator. User modified the request approval process. User modified the request Playback process. User deleted a system resource via System Administrator. User modified a system resource via System Administrator. User deleted an existing Datamart (data warehouse) scheduled tasks via System Administrator. User updated the Datamart (data warehouse) scheduled tasks via System Administrator. User modified a Screen Server via System Administrator.
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Request Approval Process Modification Request Playback Process Modification Resource Deletion Resource Modification Schedule Deletion Schedule Update Screen Server Modification

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Message TCP Mode Modification Technician Mode Activation Technician Mode Deactivation Voice Server Modification Workstations Port Settings Update

Description User modified TCP mode in the System Administrator. User entered the Technician Mode in the System Administrator. User left the Technician Mode in the System Administrator. User modified a Voice Server via System Administrator. User updated Workstations Port Settings.

User Administrator Profile Removal from Group Group Change Group Deletion Group Move New Group New User Password Reset Profile Addition Profile Addition to Group Profile Attachment to User Profile Deletion Profile Modification Profile Removal from User User Addition to Group User Change User Deletion User Removal from Group User removed a profile from an existing group. User modified an existing group. User deleted an existing Group via Users Administrator. User moved an existing Group to another Group. User added a new Group via Users Administrator. User added a new User via Users Administrator. User reset the password for an existing User. User added a new Profile via Users Administrator. User added an additional profile to a group. User added an additional profile to a user. User deleted an existing Profile via Users Administrator. User modified an existing Profile via Users Administrator. User removed a profile from an existing User. User added a new Group via Users Administrator. User modified an existing User. User deleted an existing User via Users Administrator. User removed an existing User from a Group.

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