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