CXone Performance Management

Performance Management (PM) is a separately licensed module of CXone. Administrators and supervisors can view a variety of performance metrics in one portal. Dashboards are easily configurable to display at-a-glance metrics specific to your role.

PM also offers the ability to make everyday work more fun and engaging through Gamification. Gamifying your contact center allows agents to earn rewards and buy prizes based on performance. If you do not currently use PM, or if you want to integrate exterior data into your setup, talk to your CXone Account Representative to learn more. You can integrate data from applications such as Feedback Management ,Quality Management, or Digital First Omnichannel.

Performance Management is launched from the grid menu in the upper-right corner of CXone. See the following section to learn more about the CXone Performance Management interface.

User Interface

The CXone Performance Management interface, with a left navigation menu and tabs for dashboards
Interface Element Details
Left Navigation Menu (1) Your source of navigation throughout CXone Performance Management. The following list details each navigation item:
  • Home—Takes you to the dashboard that you most recently had open.
  • Dashboard Library—Displays the Dashboard Library window, which is your main hub for managing dashboards. It lists the dashboards that you have created and those that have been shared with you. You can perform actions such as creating a new dashboard, opening, copying, deleting, sharing, and subscribing to dashboards. It also allows you to preview the different dashboards and see basic information about them, such as the creator and the users the dashboard has been shared with.
  • User Settings—Drops down a list of navigation options for user-oriented pages, such as Roles, Security Profiles, and Users. It also includes Log View, which displays changes made in the Performance Management platform for the selected time interval.
  • Quality—Drops down a secondary navigation menu for coaching, surveys, and other types of forms.
  • Data Config.—Drops down a list of navigation options for data attributes, importing data, and setting up metrics.
  • Sharing and Subscriptions—Drops down an option to view a list of dashboard and module subscriptions, landing pages for work aids and announcements, and the landing page to create website modules.
  • Gamification—Drops down navigation options related to managing gamification, such as the Gamification Admin page or the Rules Engine.
  • Reports—Drops down a navigation link to Scores.
  • Wallboards—Provides two options: a link to the wallboard admin page and a list of wallboards to which you have access, allowing you to launch one.
  • Support—Displays a link to this online help site.
  • Widgets—Allows you to access CXone Performance Management features used in day-to-day work. Your security settings affect which features you can see. Available features include:
    • Module Subscriptions—Slides out a list of your module subscriptions. You can add or remove these subscriptions from this window.
    • Rules I'm In—Displays a listing of any rules that apply to you.
    • Achievements—Allows you to view achievements for all users or to search for achievements by user. Achievements are listed in descending order by date earned. What you can see is based on your security rights.
    • Proficiency Changes—Allows users with appropriate permissions to view recommended proficiency changes, and to approve or reject those changes. Changes are either suggested or automatically updated by the gamification rule.
Add Modules (2) Displays a list of dashboard modules that you can add to your currently opened dashboard. This option is only available when you are viewing a dashboard.
Dashboard (3)

Display area for modules that provide at-a-glance information about contact center metrics, details for your account, or tools such as a calculator or notepad. You can have multiple dashboards configured for different purposes and toggle between open dashboards from the tabs. Depending on your permissions, you can also configure custom dashboards and create dashboards to be shared with other users.

Each dashboard tab has an actions menu on the right side of the tab, which you can open by clicking the three dots. This menu provides quick actions for dashboards, such as sharing, configuring the dashboard filter, or subscribing to reports of dashboard data.

Expand Icon (4) Expands the dashboard to full screen. You can press the ESC button on your keyboard to collapse the full screen dashboard.
Module Counter (5) Displays how many modules you have open on the current dashboard. You can have up to 20 modules open on a single dashboard.
Dock (6) Minimize modules to the dock by clicking the underscore icon in the module toolbar. Minimizing a module allows you to open the module from the dock in any dashboard tab.
Action Icons (7) List of icons:
  • Help Icon—Opens training materials for elements on your current page. Training information opens in a new window on the side of the PM interface.
  • Shopping Cart—Opens the Marketplace, which displays products that you can purchase with rewards earned from games and challenges.
  • Bell—Opens your Notification Center, which displays all the notifications you have received since you logged in, and automatically clears all notifications when you log out. You can manually clear individual notifications by clicking the X that appears as you hover to the right of the notification. You can also click to Clear All at the top of the Notification Center.
  • Profile Picture—Click to display the profile drop-down. This provides options to open your My Profile window, change your interface language, submit feedback, or log out. The profile window displays your statistics, such as number of coins or badges, as well as your Performance Management avatar, the avatar gallery, and tools to customize your avatar. If you do not have an avatar, click on the silhouette to create one. After creating an avatar, you can click the avatar or settings icons to customize your avatar.

    This profile drop-down also displays the platform on which your environment is deployed. The platform version may be relevant as NICE CXone is migrating systems set up prior to 2020. Your system has been migrated if you see CXone Performance Management (AX) in this drop-down.

    You can also change the default time zone for the metrics displayed on your dashboards.