VERINT EFM 8.0 Release Overview

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1 VERINT EFM 8.0 Release Overview In January of 2015 Verint will release version 8.0 of the Enterprise Feedback Management (EFM) solution. Verint hosted 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 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 release is available according to the terms of the maintenance agreement. Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Please contact Verint for current product features and specifications. All marks referenced herein with the or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners Verint Systems Inc. All rights reserved worldwide.

2 Table of Contents EASIER TO CREATE ENGAGING AND VISUALLY APPEALING SURVEYS 3 Change Question Text 8 Change Question Type 8 Allow Unselect of Radio Buttons 8 Choice Level Destination and Conditional Visibility Improvements 9 Bulk Edit Report Values 9 Warnings on Accessibility Limitations 9 BETTER REPORTING, ANALYSIS AND ACTION-ABILITY FOR SURVEY RESULTS 10 OTHER FEATURES 12 RESOLVED ISSUES 13 KNOWN ISSUES 14 Verint. Powering Actionable Intelligence. Verint (NASDAQ: VRNT) is a global leader in Actionable Intelligence solutions and value-added services. More than 10,000 organizations in over 150 countries use our solutions to improve enterprise performance and make the world a safer place. Verint is a member of the U.S. broad-market Russell 3000 Index. For more information about Verint, visit

3 Easier to Create Engaging and Visually Appealing Surveys Version 8.0 provides several completely new features and extends features from prior releases to make it easier than ever to engage survey participants at the right time via the right channel with a survey that looks great and is enjoyable to interact with. Scheduled Participant Upload The Scheduled Participant Upload feature has been extended to include a cool-down rule to make it easy to prevent participants who have recently been invited to the survey from being invited again. This feature makes it easy to set up a transactional survey process where files are pulled from a specified SFTP site on a schedule you set and processed according to rules you specify. Schedule Tab Cool-Down Rule Scheduled Import with New Cool-Down Rule Configuration

4 SMS Feedback Channel For survey campaigns that include an SMS channel version 8.0 provides new features that enable you to launch campaigns more quickly and better manage and control the campaign. Please note that your environment may not be provisioned for SMS Surveys as licensing and SMS gateway integration is required. Contact your account team if you re interested in adding an SMS survey channel. A new SMS Survey Authoring Mode provides question types designed for the SMS interface and provides additional guidance and warnings to ensure the survey you create is valid for SMS distribution. SMS Survey Design Mode Schedule File Uploads Monitor Campaign Progress For Surveys authored in SMS mode the Distribution Panel is updated to make the distribute features relevant to SMS readily available. An SMS Survey can be initiated by a participant texting in keyword or, more often, by an SMS message sent to the participant inviting their participation (as shown at left.) The distribution panel now provides the ability to schedule the import of files driving SMS invitations and shows file processing activity so you can monitor the progress of the campaign. Monitoring an SMS Survey Campaign and File Processing Progress

5 New Survey Rendering Engine The most significant and exciting change in this release is the Survey Rendering Engine with modern design and dynamic survey content generation. The all new survey HTML conforms to modern browser standards with better accessibility support built in. With this release there is now one survey presentation for all form factors, both mobile and desktop, with the mobile or small form factor presentation built using a responsive design to distinguish between the different presentation sizes. Existing surveys will continue to use the same rendering as they do currently; this is now called the Classic rendering mode. Surveys executed via the Offline Mobile application for PC or ios will continue to use the Classic rendering mode. With all newly created surveys the default rendering mode will be the new Modern rendering. Survey Authors will be able to switch between the two when needed and any existing invitations to the survey will continue to work after switching rendering modes. Switch Survey Rendering Mode Rendering Mode

6 The new Modern survey rendering supports all existing browsers with an improved experience for more current versions of browsers. There are new response interactions, hover effects, answer indicators, and context highlights that improve upon the survey s appeal. The glossary word display has been redesigned in the Modern survey rendering as well. Modern Rendering Mode Classic Rendering Mode Comparison of the Classic and Modern Rendering Modes The new Modern dynamic survey content generation means that all of the survey content is generated and delivered to the survey participant when requested, no longer is this content pre-generated. This dynamic presentation provides the ability to support features that can be evaluated at run time and the capability to build more complex survey workflows in future releases.

7 New Themes and Survey Theme Designer This release includes new themes and a visual Survey Theme Designer to reduce the time and effort required to create surveys that look great and represent your brand correctly. The new themes are available for both Classic and Modern renderings of the survey and can be used with Online and Offline surveys. (Offline surveys leverage only the Classic rendering.) The new themes are designed to get the most out of modern browsers and HTML standards for phone, tablet and desktop form factors from a single theme. The new visual Survey Theme Designer is accessed from the library and can be used to create new themes and edit existing themes. Your corporate logo and colors can easily be applied to existing themes along with fonts, button and other look and feel elements for brand compliance. Changes that would have required direct editing of CSS and HTML can now be applied in a visual interface where you can see the impact of the changes immediately. The New Visual Survey Theme Designer

8 Updates Several updates to the will make creation of surveys more efficient. Change Question Text Survey text and some survey properties are no longer locked after the survey is published. This is intended to allow minor changes to the survey questions to correct grammar or spelling mistakes or to improve clarity of the questions. This is not intended to support major changes to the meaning of questions or topics as these kinds of changes would impact the analysis of results stored before and after the change. A warning to this effect is shown to the author when making changes. Changing Question Text Warning Changing Question Text in a Published Survey Change Question Type Before a survey is published the type of a question can be changed. This saves the author from copying or retyping survey question text, choice text or other information if they decide to change a question s type after they ve started to create the question. Question type is still locked down after the survey is published, but this increased flexibility before the survey is published will reduce the effort to create a survey. Allow Unselect of Radio Buttons In the "Modern" rendering the ability to unselect an HTML radio button is now the default and the Survey Author has the ability to change this in the Properties section of the. This makes it easier for survey participants to provide accurate feedback.

9 Choice Level Destination and Conditional Visibility Improvements Choice level destination and conditional visibility is now easier to define and is now displayed in the to give better indication of the display of questions and the flow a respondent takes through the survey. Further, the Conditional visibility feature has been extended to include Text Blocks, Code Blocks, Sections, and Comments. Configuration Screens for Conditional Visibility (above) and Choice Level Destination Configuration (below) Bulk Edit Report Values Report values can be bulk edited at the question level. Warnings on Accessibility Limitations To help survey authors in scenarios where surveys need to support accessibility for participants with disabilities there are new warnings displayed when question types that are difficult to support for accessibility are used.

10 Better Reporting, and Action-ability for Survey Results Version 8.0 provides several new features to improve reporting and analysis of survey results in EFM native reports and via the optional Feedback Intelligence module. Enhancements to the optional Case Management module help ensure that appropriate follow up actions occur when survey results meet criteria you specify. 3-D Versions of chart (bar, pie, column ) Additional 3-D chart types are now available for Frequency Chart, Cross Tab Charts, and Campaign Statistics report elements. The new chart types make it possible to present a more engaging report with an up-to-date look. Example of 3-D Bar Chart in the Frequency Chart Report Element Participant Information Available in Filters When filtering reports the range of information available has been expanded significantly. In previous releases participant information available to use in filters was limited to key dates in the survey execution (started date, last modified date, date completed, date branched out, date over quota). This is now expanded to include over 25 items including the participant s , invitation statuses, reminder dates, and referring URL. This will enable report authors to have much greater flexibility in generating reports with exactly the information they need.

11 Schedule Survey Reports and Case Reports via with Organization Scoping To make it easy to keep groups of people informed on survey results a report can be automatically distributed to multiple users on a recurring schedule. Further, if the report and underlying survey is scoped with the EFM organization hierarchy, each recipient will see only the results they re allowed to see based on their configured scope. The report schedule can be set up just once to enable multiple users to receive the same report with different content according to each user s defined scope. Selecting Recipients from an Organization Hierarchy Organization Hierarchy in Feedback Intelligence The organization hierarchy and user scoping are now included in the data exported to Feedback Intelligence making it easy to design custom reports that leverage the organization hierarchy for scoping, slicing and aggregating results. Case Trigger and Notification Include Case Details s sent to notify a user that a case has been created and/or assigned to them now include the Case ID, the Case Title, and Case priority. This enables the receiving user to get a basic understanding of the assigned case without logging into EFM. Example of a Case Assignment

12 Other Features Wait, there s more! These features don t fit neatly into a category, but we think they re cool and hope you ll find them useful. Increase Accuracy and Relevancy with Model Selection for Insights Text The model that the embedded text analytics engine will use to generate themes from the text can now be selected for the survey. The accuracy and relevancy of detected themes will be higher in cases where survey comments fit into a domain where a specific model for that domain can be applied. Selecting a Domain Specific Model to increase the Accuracy of Embedded Text Analytics Easier Authoring of Survey Reminders To make it easier to author a survey reminder the editor now includes the prior 's content when the reminder is initially created.

13 Resolved Issues The following is a list of the most significant issues resolved in this release. It is a partial list of all resolved issues. Area of Application Case Management Invitation Designer Mobile Dashboard Description of Issue Drag & Drop Rank Order question - Piped in responses from a Choose Many doesn't work for selected or not selected answers Editing Report Values for a Matrix question with Choose One/Many or Short Answer causes error Text pasted from Word has incorrect space characters that when pasted join the words together Top Box chart against a Matrix question not using Report Values as expected Filters using At Least One Criterion not working as expected Internet Explorer doesn't not persist body text as expected Drag & Drop Rank Order question - randomize topics causes client-side error when responding to a survey Drag & Drop Rank Order question - words wrap incorrectly when responding to a survey Survey Export to Word times out when many images are used in a survey Glossary Words - A list with multiple entries with the same base word are not displayed correctly when responding to a survey Response List exported does not word wrap correctly Incorrect text alignment for Choose One question set for Table Row layout Incorrect text alignment for Choose Many question set for Table Row layout Missing text for Choose Many question set for Table Row layout Report Export with stacked bar or stacked column does not show percent Displayed Value as expected SPSS export of All Responses with Report values not working as expected EFM Mobile - Participant chart not showing large numbers correctly Dashboards shared with Report Viewers not working as expected Summary Table does not honor reversed rows and columns as expected Slider question's choice text is not displayed as expected

14 Known Issues The following is a list of issues known to exist in the version 8.0 release. Area of Application Library - Survey Themes Mobile Description of Issue Modern Rendering: Free Form Designer: Ability to place textbox to the left of the topic for Fill in the Blank questions Modern Rendering: Free Form Designer: Ability to place multiple topics on the same row for Fill in the Blank questions Modern Rendering: Ability to show a choice group row header for Matrix Choose One (List Layout) and Matric Choose Many questions Modern Rendering: Ability to show choice groups for Choose One and Choose Many questions Modern Rendering: Ability to support the survey's Web Service Event Handler Modern Rendering: Ability to support advanced table properties for Matrix questions Cross Tab with Fill in the blank question has inconsistent sort order Long survey theme name causes error Offline Mobile Scale Slider question does not display as expected Case Management Case created from survey trigger is missing case info in the Scale Slider question does not display as expected for ipod 2 and iphone 3 Dashboard Survey Participants Case Metric, except Case Summary Pareto Chart, not shown when shared to Report Author Report experts with double byte characters in a text response are not exported correctly Question with Thai choice text is not exported to PDF correctly Top Box Cross-Tab report element values are not aligned correctly in PDF/DOC export Custom Report Theme Font colors are not exported correctly Schedule Import dialog does not show file name as expected when using Internet Explorer Text color picker doesn't set color correctly unless the text is highlighted when using Internet Explorer Report elements with customer question text do not export the expected text to PowerPoint Custom Report Theme Fonts are not exported correctly Reverse Order option not honored for all charts Modern Rendering: Fill in the Blank Topic text is not always aligned to input field correctly

15 Image preview does not always appear in the proper placement Summary Table element with custom labels does not show the labels and headings as expected Classic Rendering: Choose Many question has last choice in Table Row layout aligned incorrectly Fill in the Blank with an alpha text mask errors when non-latin characters are entered Fill in the Blank date question type with Calendar Pop-up has display corrupted when certain year range is chosen Modern Rendering: Scrolling Matrix HTML does not conform to HTML standard Mobile Mobile Offline Mobile survey background image is not shown Offline Mobile Drag & Drop Rank Order topics do not drag causing user to not be able to answer the question Matrix with Choice Groups do not display as expected on mobile browsers Changing question type from Choose One to Rank Order creates additional choice to be added A Scale Slider question with Reverse Order of Choices and Fixed Position options selected do not have these options cleared when the layout is changed to Star Classic Rendering: When a survey does not require JavaScript to be enabled and the participant has JavaScript disabled and a question has a Please Specify choice server side validation does not require and answer Classic Rendering: When a survey does not require JavaScript to be enabled and the participant has JavaScript disabled and a Fill in the Blank question is set for Allocation the server side validation does not require and answer A Choose Many question with all exclusive choices causes error when going to set Advanced Scoring Matrix Short Answer Slider option enabled causes the slider size to be larger than expected Choose Many with Table Row layout has choices not aligned as expected in Preview API Creating a survey project uses "Default" named Survey Theme instead of the default Survey Theme defined before the survey is published Frequency Chart with many numeric value labels overlap one another Modern Rendering: Classic Survey Themes do not show Choose One question as expected on a mobile device