Coaching Transactional Report

This report allows you to view CXone Coaching details for agents and teams. This report includes KPI An established metric used to measure agent performance Summary information. It displays data including the type of coaching an agent is receiving, the number of evaluations they've had, Focus Area, Behavior, and Status. You need to have a CXone Coaching license in order to access this report.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

CXone Coaching Summary Widget

The CXone Coaching Summary widget provides overview information about the type and status of CXone Coaching agents are receiving. It displays three different charts with different data. You can hover over parts of any of the charts to see more details.

CXone Coaching Type Distribution: A doughnut chart shows the number of sessions that occurred for each type of coaching. It also shows the percentage contribution of each type of coaching. This helps you to see what type of coaching is most common.
Focus Area: A bar chart displays the number of sessions for each focus area.
Status: A bar chart shows the number of sessions for each coaching status.

Data in this Report

The CXone Coaching Transactional report has multiple columns that present data attributes and metrics. Right-click any column in the Agent Contact Performance report table to sort the data. You can click the Columns drop-down to select which columns you want to view.

Column	Description
Coaching Type	The type of coaching the agent is receiving. These types include Coach the Coach, Group, and 1:1.
Session Name	The name of the coaching session.
Agent Name	The name of the agent.
Team Name	The name of the team the agent belongs to.
Focus Area	The key performance indicator (KPI An established metric used to measure agent performance) that the agent is being coached on. For example, Productivity could be a Focus Area the agent is working on.
Behaviour	The attributes of the focus area that the agent is being coached on. For example, Attendance, Available Time, or Talk Time could each be defined as a Behaviour for the focus area of Productivity.
Status	The status of the coaching session. Statuses include Awaiting Acknowledgment, Draft, Completed, and Deleted.
Acknowledged	The date and time that the status of the session was acknowledged by the coach or supervisor. The format for the date is DD/MM/YYYY. The format for the time is HH:MM:SS.
Rating	The score the coach gave to the agent for the coaching session.
Created By	The coach or supervisor who created the coaching session.
Last Modified	The date and time that the coaching session was modified. The format for the date is DD/MM/YYYY. The format for the time is HH:MM:SS.
Coach Name	The name of the person coaching the agent.
Coaching Session Objective	The objective identified for the coaching session.
Coaching Session Comment	Any comments left by the coach about the session.
Acknowledgment Comment	Any comments left by the agent when they acknowledged the session.
Coach Time Preparing (Min)	The amount of time, in minutes, the coach spent preparing for the session. This is the number of minutes between when the coach began creating the session and when they marked it as a draft.
Coach Time Spent (Min)	The amount of time, in minutes, the coach spent in the session. This is the number of minutes they spent meeting with the agent to discuss the coaching material.
Agent Time Preparing (Min)	The amount of time, in minutes, the agent spent preparing for the session. This is the number of minutes between when the agent began reviewing the material and when they acknowledged the session.
Agent Time Spent (Min)	The amount of time, in minutes, the agent spent in the session. This is the number of minutes they spent meeting with the coach to discuss the coaching material.
Files (#)	The number of files that were added to a coaching session.
Interactions (#)	The number of interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that were added to a coaching session.