CXone WFM Widgets
These widgets are available only for environments that are using the NICE CXone ACD.
CXone WFM widgets enable you to view CXone WFM related information at a glance, without running a report.
Different permissions need to be enabled in the Admin application for each widget. You can access these permissions in Admin > Custom Roles. Go to Dashboard Actions and Permissions to see which permissions need to be enabled for each widget.
In the 2024-1 release, CXone WFM started using the True to Interval (TTI) paradigm. However, the Intraday Dashboard presents data using the old paradigm, When Contact Ends (WCE). This means that the data presented in the Intraday Dashboard may conflict with the data in CXone WFM. It's recommended that you look at Intraday data using the Intraday Manager in CXone WFM.
Average Handling Time
The Average Handling Time (AHT) widget displays the average total time it takes agents to handle interactions, for a selected skill or skills, and whether or not those times are within a defined target.
The AHT number is displayed in the center of the widget, and the number of selected skills appears as a link beneath the AHT number. Clicking this link opens a list of the selected skills.
Three tiles at the bottom of the widget display how many of the defined skills were Above Target, Below Target, and Within Target.
Click on one the tiles to expand the widget and see a 2 hour breakdown of the skills in that forecast range.
For example, your AHT widget is displaying the Average Handling Time for 11 defined skills. The Above Target tile displays the number 2. This means the average handling time of interactions by agents in those 2 skills was over the defined AHT target. If you click on the tile, you'll be able to see a breakdown of which skills.
If you want a larger breakdown of the AHT for a specific skill, select a skill from the list below the AHT number to drill down to the last 24 hours.
This widget has configurable settings. Click the Settings button to define the following:
Skills
The allowed deviation from the defined Target
Whether you want to Use target from Forecaster or Set manual target.
The Forecasted target is based on historical data. If you select Use target from Forecaster and there is no Forecast data, all skills will appear within the target.
For a manual target, enter the target time in minutes.
Once you have defined the target and the allowed deviation, the calculated AHT target range will appear. You can make changes as needed.
Also, users may expect to see data but get a message that there's no data to display.
This could happen when the displayed interval changes to the next and the data is still loading.
For example, you look at Intraday data in Dashboards at 12:05. The widget is displaying data for the 11:45 interval. Next, you look at the widget at 12:15 and you see a message that there's no data. This happens because the widget is still loading data for the 12:00 interval.
The solution is to let the widget load the interval data. In our example, the interval data for 12:00 should be loaded by 12:17.
Average Speed of Answer
The Average Speed of Answer (ASA) widget displays the average speed at which agents answer incoming interactions, for a selected skill or skills, and whether or not those times are within a defined target.
The ASA number is displayed in the center of the widget, and the number of selected skills appears as a link beneath the ASA number. Clicking this link opens a list of the selected skills.
Three tiles at the bottom of the widget display how many of the defined skills were Above Target, Below Target, and Within Target.
Click on one the tiles to expand the widget and see a 2 hour breakdown of the skills in that forecast range.
For example, your ASA widget is displaying the Average Speed of Answer for 13 defined skills. The Below Target tile displays the number 4. This means the average speed at which agents answered calls in those 4 skills was below the defined ASA target. If you click on the tile, you'll be able to see a breakdown of which skills.
If you want a larger breakdown of the ASA for a specific skill, select a skill from the list below the ASA number to drill down to the last 24 hours.
This widget has configurable settings. Click the Settings button to define the following:
Skills
The allowed deviation from the defined Target
Whether you want to Use target from Forecaster or Set manual target.
The Forecasted target is based on historical data. If you select Use target from Forecaster and there is no Forecast data, all skills will appear within the target.
For a manual target, enter the target time in minutes.
Once you have defined the target and the allowed deviation, the calculated ASA target range will appear. You can make changes as needed.
Volume
The Volume widget displays the total number of interactions, for a selected skill or skills, and whether the number of interactions is within a defined target.
The Volume number is displayed in the center of the widget, and the number of selected skills appears as a link beneath the number. Clicking this link opens a list of the selected skills.
Three tiles at the bottom of the widget display how many of the defined skills were Above Target, Below Target, and Within Target.
Click on one the tiles to expand the widget and see a 2 hour breakdown of the skills in that forecast range.
For example, your Volume widget is displaying the Volume for 13 defined skills. The Within Target tile displays the number 8. This means the volume of interactions for those 8 skills was within the defined Volume target. If you click on the tile, you'll be able to see a breakdown of which skills.
If you want a larger breakdown of the Volume for a specific skill, select a skill from the list below the Volume number to drill down to the last 24 hours.
This widget has configurable settings. Click the Settings button to define the following:
Skills
The allowed deviation from the defined Target
Whether you want to Use target from Forecaster or Set manual target.
The Forecasted target is based on historical data. If you select Use target from Forecaster and there is no Forecast data, all skills will appear within the target.
For a manual target, enter the target number of interactions.
Once you have defined the target and the allowed deviation, the calculated Volume target range will appear. You can make changes as needed.
Service Level Agreement
The Service Level Agreement (SLA) widget displays the percentage of calls answered in a defined period of time for WEM skills, and whether or not that percentage falls within a defined target.
The SLA number is displayed in the center of the widget, and the number of skills appears as a link beneath the SLA number. Clicking this link opens a list of the selected skills.
Three tiles at the bottom of the widget display how many of the defined skills were Above Target, Below Target, and Within Target.
Click on one the tiles to expand the widget and see a 2 hour breakdown of the skills in that forecast range.
For example, your SLA widget is displaying the Service Level for 22 skills. The Above Target tile displays the number 7. This means the service level for interactions handled by agents in those 7 skills was over the defined SLA target. If you click on the tile, you'll be able to see a breakdown of which skills.
If you want a larger breakdown of the SLA for a specific skill, select a skill from the list below the SLA number to drill down to the last 24 hours.
This widget has configurable settings. Click the Settings button to define the following:
Skills
The allowed deviation from the defined Target
Whether you want to Use target from Forecaster or Set manual target.
The Forecasted target is based on historical data. If you select Use target from Forecaster and there is no Forecast data, all skills will appear within the target.
For a manual target, enter the percentage of contacts you want your agents to answer for the SLA.
Once you have defined the target and the allowed deviation, the calculated SLA target range will appear. You can make changes as needed.