CXone Quality Management Metrics

This page provides you details of the different CXone QMmetrics available in the Metric widgets

# Critical Errors

The # Critical Errors metric measures the count of evaluations scored as a critical error.

  • Calculation: The count of records in the Evaluations feed where the CRITICALQUESTIONFAILURE field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Down, a lower metric value is best.

# Evals Not Acknowl.

The # Evals Not Acknowl metric measures the count of evaluations that have been sent to an agent but are not yet completed.

  • Calculation: The count of records in the Evaluator Performance feed where the Not Acknowledged field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Down, a lower metric value is best.

% Critical Errors

The % Critical Errors measures the percentage of evaluations scored as a critical error.

  • Calculation: Critical Error Evals / All Evaluations.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric direction: Down, a lower metric value is bes

% Evals Completed

The % of Evals Completed measures the percentage of evaluations out of all completed evaluations.

  • Calculation: [No. Evals Completed]/[All Evaluations]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

% Evals Appealed

The % of Evals Appealed measures the percentage of evaluations out of all completed evaluations that were disputed.

  • Metric direction: Down, a lower metric value is best.

Appealed Expired

The Appealed Expired metric counts the evaluations that were disputed (appealed) and then expired.

  • Calculation: The count of records in the Evaluator Performance feed where the Disputed field is true, and the Expired field is true.

  • Filters:

    • Employee group: Agent, team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower value is best.

Avg Quality Score

The metric uses the average of values instead of the average of percentage to calculate an agent’s overall evaluation score.

  • Calculation: [Score Earned]/[Total Evals Completed]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

Completed Deleted

The Completed Deleted metric calculates the count of evaluations that have been completed and then deleted.

  • Calculation: The count of records in the Evaluator Performance feed where the Completed field is true, and the Deleted field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower value is best.

Raw Quality Score

The raw quality score is the average evaluation score calculated by dividing the total points earned by the total points possible across all evaluations.

  • Calculation:[Raw Score]/[Max Possible Points]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

No. Evals Completed

The No of Evaluations Completed metric measures the total number of evaluation records, assigned to the evaluator, excluding those with a predefined pending status. You can use this metric to see the count of evaluations an evaluator has successfully completed. Evaluations having evaluation statuses - Completed, Completed Acknowledge', Completed No Review, Completed Reviewed, Sent to Agent, Sent to Supervisor, Dispute, In Review are counted in the No. of Evals Completed.

  • Calculation: [Completed (New)] + [Completed (Old)]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

Deleted Evaluations

The Deleted Evaluation metric tracks all records from the evaluations feed, attributed to the evaluator, where the workflow status is Deleted. In simpler terms, it counts all the evaluations that the evaluator has deleted from the evaluation feed.

  • Calculation: The count of records in the Evaluator Performance feed where the Deleted field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

No. Evals Appealed

The number of evaluations appealed metric represents evaluation forms labeled as Disputed. It includes records with a Workflow Status of Dispute, In Review, Completed Reviewed, or Deleted - Completed Reviewed. It counts all the forms that are in a dispute process or have been reviewed regarding a dispute.

  • Calculation: The count of records in the Evaluator Performance feed where the Disputed field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Expired Evaluations

The Expired Evaluations metric tracks all records from the evaluations feed, attributed to the evaluator, where the workflow status is any of the following: Expired, Deleted - Expired.

  • Calculation: The count of records in the Evaluator Performance feed where the Expired field is true, and the Disputed field is false.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Max Possible Points

This metric calculates the sum of the max possible points earned for qualifying evaluations.

  • Calculation: The sum of values from the MAXPOSSIBLESCORE field in the Evaluations feed where the E AND CE QUALIFIED field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

Pending Evaluations

The Pending Forms metric tracks all the records in the evaluations feed assigned to the evaluator and has a workflow status marked as Claimed or In Progress. It counts all the forms that are currently being worked on or claimed by the evaluator but not yet completed.

  • Calculation: The count of records in the Evaluator Performance feed where the WORKFLOWSTATUS field is CLAIMED, IN PROGRESS.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Raw Score

The Raw Score metric calculates the sum of the points earned, including Critical failures for qualifying evaluations.

  • Calculation: The sum of values from the RAWSCORE field in the Evaluations feed where the E AND CE QUALIFIED field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

Replaced Interactions

The Replaced Forms metric tracks all the records in the evaluations feed assigned to the evaluator and has a workflow status marked as Replaced. It counts all the forms that the evaluator has replaced with updated or corrected versions.

  • Calculation: The count of records in the Evaluator Performance feed where the WORKFLOWSTATUS field is REPLACED, and the EVALUATIONSTARTDATE field is less than 2023-06-01T00:00:00Z.The count of records in the Evaluator Performance feed where the Replaced field is true, and the EVALUATIONSTARTDATE field is greater than or equal to 2023-06-01T00:00:00Z.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

  • Metric direction: Down, a lower metric value is best.

Total Evals Completed

The Total Evals Completed metric tracks the number of completed evaluations.

  • Calculation: The count of records in the Evaluations feed where the E AND CE QUALIFIED field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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

All Evaluations

This metric tracks all records from the evaluations feed, attributed to the evaluator.

  • Calculation: The count of records in the Evaluator Performance feed.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

  • Metric type: Historical

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

Score Earned

This metric measures the evaluation score earned by an agent.

  • Calculation: The sum of values from the SCORE field in the Evaluations feed where the E AND CE QUALIFIED field is true.

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Company

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