CXone QM Reports

CXone QM reports for NICE CXone enable you to review information related to CXone Quality Management processes. This includes evaluations, calibrations, self assessments, and so forth. Some of the CXone QM reports are Business Intelligence (BI) reports providing advanced reporting capabilities. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for BI Reports.

The data for these reports refreshes every hour.

Report

Description

Report Type

BI Report

Agent Behavior Insights Report Displays behavior insights for agents and their associated interactions. It also includes summarized score at the team level. Agent Yes
Calibration Report Displays overall evaluation form calibration scores, and variance in scoring by evaluation form and by evaluator Agent Yes
Coaching Workflow Report Displays coaching data to track employees' coaching progress. Agent Yes
Evaluation Details Report Provides a complete table of all raw evaluation data Agent Yes
Evaluation Question and Answer Analysis Report Detailed analysis of each answer in an evaluation form to improve the quality of questions Agent Yes
Evaluation Question and Answer Details Report Provides a table with every question answered by an evaluator, along with their answers Agent Yes
Evaluation Question Details Report Displays questions from evaluation forms and all of their associated data Agent Yes
Evaluations By Section and Question Report Evaluation data displayed by the average scores on the different sections and questions in evaluation forms Agent Yes
Evaluations By Team Report Evaluation data for both teams and agents, including averages and trends Agent Yes
Evaluator Analysis Report Review evaluator performance and track their evaluation data Evaluator Yes