When an agent has logged in to NICE Engage® he just sees one view. However, the portal can contain many different modules, depending what the administrator has chosen for your business, different roles, or for unique individuals. In most agent's My Universe you find the following three function areas:
My Latest Interactions
I.e. the latest recorded calls.
My Packages
The packages with audio files, evaluation forms, documents, or other files the coach has sent to the agent for some kind of specified action.
My Latest Evaluations
The agent sees a list with his latest received evaluations.
In the list you also see the result in point for each respective evaluated call and at the bottom a total for calculated average points. By clicking on a row, the agent can open the form used at this evaluation, and see the various parts that have been rated.
