Diagnostics and Monitoring:

What’s in it for You?

 NICE Sentinel Status for 2011
NICE Sentinel Current Enhancements
 NICE Sentinel Next Release
 Roadmap and Vision
NICE Sentinel
Status for 2011

3
NICE Sentinel Status for 2011

Release Timelines
Cat

Second Release

February November June

‘10 ‘10 ‘11

Baseline Release Third Release

NICE Sentinel Status for 2011

Growth Pattern and Recognition

 Distribution
 More than 1,600 copies distributed
to date Insert a
 Proven Track Record picture
 100’s of SR’s & cases revealed and depicting
solved with NICE Sentinel growth
 Process Recognition and power
 Each NICE Interaction Management
is released with NICE Sentinel with
every order
 Enhanced Usage
 NICE Support Tiers are constantly
using NICE Sentinel
NICE Sentinel
Current Enhancements

6
Alarming Concept

Uses the following Data Sources to generate alarms

SNMP
NICE Perform Databases
WMI
API to NP Components

Use Correlation rules to create alarms

Consolidated View

Providing Clear answers

Is the system recording?
Is the system archiving?

Simple Consolidated View

The NICE Center Dashboard

Recording
Archiving Alarms
Alarms
. Indicator
Indicator

Top Alarmed
Devices
Navigation
Pane

Network
Map
Performance
Indicator

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Sentinel Alarm Example

Alarm ID and
details

Status

Recommended
Action
Performance Metrics

 Numerous counters:
 Recorded calls per hour,
recording & Archiving failures
 CPU, Memory usage
 Backlogs
 Oldest token
 SQL jobs
 More

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NICE Component View
NICE Component View
Channel Utilization Report

Summary Table

High/Low
Utilization Utilization Alert
Logger Rule
Channels

Channel
Activity
Configuration Center

Adding Data
Hubs and
Sites to be
monitored

Selecting
alarms not to Email definitions and profiles
be monitored
Forwarding alarms to Centralized monitoring systems

Backing up Sentinel Database

Deployment Considerations

• Can be virtualized on most VMs

• Provided with SQL 2008 Standard Edition

• Supporting 32/64-bit Microsoft OS and SQL

• One Sentinel can monitor a multitude of Data

Hubs in any configuration

• Multiple concurrent remote clients included

NICE Sentinel Next Release
Already In There

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 intuitive

agile easy to use

Be in Control
centralized
real-time

powerful
NICE Sentinel Next Release

Already In There

 Supporting NICE Interaction

Management 4.1

 Enhanced Coverage for 4.1

Smart Center Suite

 Embedded Health Check Reports

NICE Sentinel Next Release

Supporting NICE Interaction Management 4.1

 Agent Center

 Text capture

 Multi Data Center (MDC)

 64-Bit VoIP loggers

* NICE SMB solutions

NICE Sentinel Next Release

Supporting Additional NICE Products & Services

 Interaction Analytics
 New Domain in Sentinel, on top
of Recording and Archiving
 New Alarms and Performance
Counters
 New Reports in Health Check
Reports

 Real-Time Process Optimization

 New Alarms to reflect process
failures and software and
hardware malfunctions
 NICE Sentinel Next Release

Embedded Health Check Reports

 Available for NICE Interaction
Management Release 4.1 and up
 New Microsoft reporting foundation
(SSRS)
 New User Interface with gauges & dials
 New sub-reports for deeper investigation
 New Drill-through capabilities
 Faster report loading times
 Easier to build and maintain reports
 Tenants for hosted environments
Accessing HCR in Sentinel
Health Check Report Groups

Interaction Analytics Reports

Voice Recording Archiving & Storage

Voice Recording Coverage Storage Center Investigator

Reports Reports

Voice Investigator Reports Archiving Coverage Reports

New Health Check Report Structure
New Health Check Report Details
Roadmap and Vision
Thinking Big

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Roadmap and Vision

Thinking Big
 Monitoring more NICE
products & services
 Sentinel Clients for
Mobile devices
 Change Management
capabilities
 Automatic Actions
Q&A
Disclaimer

 This presentation contains product features that are currently under

development/testing/certification.

 Future product version names & numbering are subject to change

without prior notice. This presentation also includes future releases with
their code name & not formal GA naming.

 This presentation/overview of the new technology represents no

commitment from NICE to deliver these features in any generally
available product.

 Features are subject to change, & must not be included in contracts,

RFPs, purchase orders, or sales agreements of any kind.

 Technical feasibility & market demand will affect final delivery.

 Pricing & packaging for any new technologies or features discussed or

presented have not been determined.