CXone Coaching Metrics

This page provides you details of the CXone Coaching metrics available in the Metric widgets.

Assigned Sessions

The Assigned Sessions metric counts the number of coaching sessions assigned to an agent.

  • Calculation: The count of records in the Coaching Response feed

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Owned Sessions

The Owned Sessions metric displays the number of coaching sessions you are part of. This includes sessions where you are assigned as the coach, as well as sessions that you have initiated yourself.

  • Calculation: This metric represents the total number of coaching sessions that a user is involved in, based on two key criteria:

    • Sessions Assigned as a Coach: The number of coaching sessions where the user is assigned the role of a coach.

    • Sessions Created by the User: The number of coaching sessions that were initiated or created by the user.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.