VALUABLE NEW FEATURES IN NICE IEX WFM 6.4

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2 VALUABLE NEW FEATURES IN 6.4 Workforce Management () is the most complete and configurable solution on the market. its depth has attracted the world s largest and most exacting community of professionals. NICE IEX v6 includes new capabilities to help you tune the solution to your specific enviornment, delivering the greatest forecasting precision and the most engaged employees. New & Enhanced Capabilities 6.x New database option (Postgres) û ü ü Database instance per CustomerID û ü ü Improved ODBC visualization and access û ü ü Enhanced user interface (role-based menus; tabbed views; detached views; new icons and shortcuts; large font support; independent formats for date/ time/numbers; double-byte support; perspectives; fast views; case-insensitive searches; improved default values; increased field lengths; show/ û ü ü hide any column; multi-column sort headers; customized column order; copy function on all New dialogs; improved terminology; enhanced name format) DST Improvements û ü ü Elimination of thick client, intrusive installation, and FTP û ü ü Password encryption û ü ü Entity Sets (EG, BU, CT, MU) for data combination and visualization û ü ü Simultaneously view summary and detailed data (split views) û ü ü Employee counts in choice lists and various screens û ü ü Improved database locking (reduces/eliminates table lock issues) û ü ü Global Agent Data Groups û ü ü Agent Data Group values by date range û ü ü Simplified Move Agent process (drag/drop) û ü ü Simplified Entity Relationship Management (date range and audit trail) û ü ü User-specific Activity Code Grouping û ü ü Agent-specific Event Sets for real time reporting û ü ü Skill level designation (1 is high or 1 is low) û ü ü Special Days and Special Distributions defined by CT, CT Set, BU, or BU Set û ü ü

3 Selectable forecast parameters on generate dialogs û ü ü Queue-based data store and Adjust History û ü ü Copy queue history when creating new Queue û ü ü Enhanced intraday reforecast algorithm for workload CTs û ü ü Enhanced Personnel Planner û ü ü MU-level Schedule Overhead (Staffing Tables) û ü ü Retrieve MU screens by any user selected Agent Data Group û ü ü Retrieve MU screens by multiple user selected Agent Data Group values û ü ü Retrieve MU screens by MU Sets û ü ü Advanced Recurring Patterns for Future Activities û ü ü Heat Map (color coded net staffing) on Schedule Management and Individual Schedules screens 6.x û ü ü Enhanced schedule modification short cuts û ü ü Schedule Notes û ü ü Evaluate Patterns using Service Level, ASA, Occupancy û ü ü Multiple Activity Codes deduct from one PTO balance û ü ü SmartSync Agent Import of vacation credit/debit/accrual û ü ü Time Off Manager rule to block changes after saving selection û ü ü Additional data on Time Off Summary screen û ü ü CT specific info on MU Performance Analysis û ü ü Enhanced Real-Time Adherence shows states for each logon id assigned to an employee; better filters; increased levels of tacking; detachable State û ü ü Summary and Staffing Summary screens; enhanced color coding Enhanced Weekly Staffing screen û ü ü Supervisor WebStation Time Off Manager û ü ü Supervisor WebStation Trade Approvals û ü ü Supervisor WebStation Schedule Change Approvals û ü ü Supervisor WebStation Schedule Change Requests û ü ü Supervisor WebStation Reports (all reports) û ü ü Employee WebStation Time Board û ü ü Improved presentation of reports, in multiple formats û ü ü Enhanced report parameters û ü ü Adherence report supports multi-logon event resolution û ü ü Time Utilization report for Schedule information as well as Agent Activity information û ü ü Schedule Change Policies and new rules û ü ü Enhanced Charting tool on more screens û ü ü Citrix û ü ü Oracle Real Application Clusters (RAC) û ü ü Secure Socket Layer (SSL) for WebStation Access û ü ü Schedule-related Alerts for Supervisor WebStation û ü ü

4 6.x Outbound Contact Types and Queue History û ü ü Outbound Campaign Manager û ü ü Intraday screen additional data columns û ü ü Queue History additional data columns û ü ü Real-Time Adherence Enhancement (Login Priority) û ü ü SmartSync APIs û ü ü MSSQL Database û ü ü Consistent Start Time Options û ü ü Intraday Forecast Abandons û ü ü Meeting Scheduler Net Staffing Limits by Interval û ü ü Process Report Enhancements û ü ü Schedule Summary screen û ü ü Seat Limit by Time of Day, Day of Week, Date Range û ü ü Skill Usage tab on Schedule Management û ü ü Work Rule Validations on Schedule Management/Individual Schedules û ü ü Availability Points & Rules û ü ü Enhanced Intraday What If û ü ü Activity Notes û û ü Date Range (Calendar Month) Scheduling û û ü Line of Business Terminology û û ü Minimum Rest Time per Week û û ü Min/Max Consecutive Days Off û û ü Min Consecutive Days Worked û û ü WebStation Real Time Adherence û û ü Shift Policies : Shift Sequences û û ü Connector & SmartSync History Import 2 û û ü Additional SmartSync APIs û û ü Enhanced Authentication (password policies & additional 3 rd party apps) û û ü Unified User Administration (/NPM/NIM/ICM) û û ü WFO Portal for WebStation û û ü Social Collaboration Tools û û ü Future Activity Notes û û ü Meeting Scheduler Notes û û ü Trades & Changes Comments û û ü Automated Staffing Tables û û ü Intraday Forecast Backlog û û ü Time Board Upgrade û û ü Enhanced Meeting Scheduler û û ü Annualized Hours û û ü Enhanced Personnel Planner (phase 2) û û ü

5 6.x Shift Policies : Shift Limits û û ü Enhanced Work Rule Validation û û ü WebStation Schedule Change Request Filter û û ü WebStation Trade Schedules new rules û û ü Report Specific Permissions û û ü Linux Server OS û û ü Windows Server 2012 and MS SQL 2012 û û ü JBoss 7 upgrade û û ü Multinode SWXEVD (decouples real time nodes) û û ü Time Off Manager: Day-based selections û û target 6.5 Time Off Manager: Predictive selections û û target 6.5 Forced Future Activities û û target 6.5 ABOUT NICE SYSTEMS NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic ABOUT insights NICE by YSTEMS capturing S and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile NICE(NASDAQ:NICE)istheworldwideleaderofsoftware apps, s, chat, social media, and video. NICE solutions thatdeliver enable strategic organizations insights by capturing to take and the Next-Best-Action massquantities to improve ofstructu customer red and unstructu experience red datain and realtimefrom multiple rces,including, phone calls, mobileapps, s, chat,social business results, ensure compliance, fight financial crime and safeguard people media,and video.nicesolutions enableorganizations to takethenext-best-action to and assets. NICE solutions are used by over 25,000 organizations in more than improvecustomerexperience and business results, ensure compliance, fightfinancial crime, 150 and countries, safegua rd peopleand including assets. 80 of the NICEsolutions Fortune 100 are usedby companies. over25,000organizations in mo re than 150 countries, including over 80 of the Fortune w.nice.com 100 companie