WebStation:
Each agent can select the format of information displayed on various web pages in NICE WebStation. The system stores these settings uniquely for each agent. The agent can change the settings at any time. The System Administrator can disable some format options through the WebStation Plus configuration views.
For detailed information, see:
To configure the display of information on NICE WebStation pages:
Log in to NICE WebStation.
Select WebStation > Personal Preferences > Home Page Preferences on the navigation bar.
Select the checkbox by each item to display on your home page.
Click Save.
Select WebStation > Personal Preferences > My Schedule Change Preferences on the navigation bar, if available.
Select the checkbox by each item to display on the NICE WebStation - My Schedule Changes page.
Click Save.
Select WebStation > Personal Preferences > My Trades Preferences on the navigation bar, if available.
Select the checkbox by each item to display on the NICE WebStation - My Trades page.
Click Save.
Select WebStation > Personal Preferences > Group Schedules Preferences on the navigation bar, if available.
Select the checkbox by each item to display on the NICE WebStation - Group Schedules page.
Click Save.
Note
The Group Schedules Preferences menu item is only available if you use the optional WebStation Schedule Trades feature. You can only view schedules that fall within the ScheduleViewer release dates for your MU.
Select WebStation > Personal Preferences > StatsViewer Preferences on the navigation bar, if available.
Select the checkbox by each item to display on the NICE WebStation - StatsViewer page.
Select a default for Time format and Comparison.
Select the Show details checkbox to display details on the StatsViewer page by default.
Click Save.
When you log in to NICE WebStation, the Personal Preferences pages allow you to edit your personal NICE WebStation preferences. Expand the Personal Preferences menu in NICE WebStation and select the preferences menu item you want to edit.
The Home Page Preferences page allows you to select the items you want to see on your NICE WebStation - Home page. Select WebStation > Personal Preferences > Home Page Preferences on the navigation bar.
Figure 99 Personal Preferences - Home Page Preferences
Select the checkbox next to each column you would like to display. All data items default to selected.
Refer to these topics:
Select this option if you want your Home page to include your schedule detail for the current date. This option only appears with the WebStation ScheduleViewer feature enabled.
Select this option if you want your Home page to include your schedule start and end times for the current week. This option only appears with the WebStation ScheduleViewer feature enabled.
Select this option if you want your Home page to include your schedule start and end times for the week after the current week. This option only appears with the WebStation ScheduleViewer feature enabled.
Select this option if you want your Home page to include your total agent statistics for the current date. The system updates these statistics each period while you are displaying the Home page. This option only appears with the WebStation StatsViewer feature enabled.
After viewing or making changes to this page, click Save to apply and save your changes, leaving this page open.
The My Schedule Change Preferences menu item only appears with the WebStation Schedule Changes feature enabled, and if your MU allows schedule changes. These preferences control the data displayed on the NICE WebStation - My Schedule Changes page (see My Schedule Changes). Select WebStation > Personal Preferences > My Schedule Change Preferences on the navigation bar.
Figure 100 Personal Preferences - My Schedule Changes Preferences
The settings on this page determine the schedule change request records displayed by default on the My Schedule Changes page. Your schedule change requests display if their current status matches one of these:
Pending
Select this option to display current records with a status of pending approval or approved.
Completed
Select this option to display current records with a status of completed.
Unsuccessful
Select this option to display current records with a status of denied or failed.
Canceled
Select this option to display current records with a status of canceled.
Only the records with a status that matches one of those you select appear on the My Schedule Changes page. All the options default to selected.
After viewing or making changes to this page, click Save to apply and save your changes, leaving this page open.
The My Trades Preferences menu item only appears with the WebStation Schedule Trades feature enabled, and if your MU allows schedule trades. These preferences control the data displayed on the NICE WebStation - My Trades page (see My Trades). Select WebStation > Personal Preferences > My Trades Preferences on the navigation bar.
Figure 101 Personal Preferences - My Trades Preferences
The settings on this page determine the schedule trade request records displayed by default on the My Trades page. Your schedule trade requests display if their current status matches one of these:
Posted
Select this option to display current records with a status of posted.
Pending
Select this option to display current records with a status of pending approval or approved.
Completed
Select this option to display current records with a status of completed.
Unsuccessful
Select this option to display current records with a status of denied or failed.
Canceled
Select this option to display current records with a status of canceled, expired, or no longer valid.
Only the records with a status that matches one of those you select appear on the My Trades page. All the options default to selected.
After viewing or making changes to this page, click Save to apply and save your changes, leaving this page open.
The Group Schedules Preferences menu item only appears with the WebStation Schedule Trades feature enabled, and if your MU allows you to see other agents' schedules. These preferences control the data displayed on the NICE WebStation - Group Schedules page (see Group Schedules). Select WebStation > Personal Preferences > Group Schedules Preferences on the navigation bar.
Figure 102 Personal Preferences - Group Schedules Preferences
This page allows you to select the columns you want to see on the Group Schedules page. Select the checkbox next to each field you would like to display. You cannot hide the ID column on the Group Schedules Preferences page.
You must select at least one field to be able to save this page.
After viewing or making changes to this page, click Save to apply and save your changes, leaving this page open.
The StatsViewer Preferences menu item only appears with the WebStation StatsViewer feature enabled, and if the supervisor allows agents to enter personal StatsViewer preferences for your MU or agent data group. These preferences control the data items you would like to see on the NICE WebStation - StatsViewer page, and how to display the data (see StatsViewer). Select WebStation > Personal Preferences > StatsViewer Preferences on the navigation bar.
Figure 103 Personal Preferences - StatsViewer Preferences
You can select the contact statistics data to display in StatsViewer, the format for time value statistics, the method of comparison between your contact statistics and the average contact statistics for the other agents in your agent data group and your MU, and you can select whether to show details.
The StatsViewer only displays data for one day at a time. You can select a weekly, monthly, or year-to-date view of your agent statistics, however, the system displays only the totals for the specified range.
Refer to these topics:
This section lists each data item the supervisor selected in NICE Supervisor WebStation for display at the agent data group or MU level. Select the data items you would like to see in StatsViewer. All the data items default to selected.
This section allows you to select options for the data display fields.
Select a time format to use for viewing time value statistics.
SSSSSS - where SSSSSS is seconds
SSSSSS.S - seconds with 1 decimal place
SSSSSS.SS - seconds with 2 decimal places
MMMM:SS - where MMMM is minutes and SS is seconds
HH:MM:SS - where HH is hours, MM is minutes, and SS is seconds
Select how to compare personal contact statistics with the average contact statistics per agent within the agent data group and MU.
None
The StatsViewer displays your contact statistics for the selected date or period, and the averaged contact statistics for the other agents in your MU and agent data group (if one exists in your MU).
Difference
The StatsViewer displays your contact statistics for the selected date or period, and how those values differ from the averaged contact statistics for the other agents in your MU and agent data group (if one exists in your MU).
% Difference
The StatsViewer displays your contact statistics for the selected date or period, and how those values differ, as a percentage, from the averaged contact statistics for the other agents in your MU and agent data group (if one exists in your MU).
See Comparison Methods for examples.
The setting in this field determines whether StatsViewer displays the statistics for each queue or skill. This field defaults to selected. If you do not select the Show details option, the StatsViewer only displays the agent total statistics for the selected date range. If you select this option, StatsViewer displays your queue or skill statistics as well as agent total statistics for the selected date range. That is, StatsViewer displays each queue or skill for which statistics exist for you in the selected date range in separate tables, below the Totals table.
This field only appears if the supervisor configured the MU or agent data group to allow agents to view details.
Typically, the system stores statistics by queue, but it is possible to store statistics by skill.
After viewing or making changes to this page, click Save to apply and save your changes, leaving this page open.