CXone Quality Management Widgets
Each of the CXone Quality Management widgets provides information regarding CXone QM processes in your organization. These enable you to view information at a glance, without running a report.
Enable permissions for each widget in the Admin application. You can access these permissions in Admin > Custom Roles. Go to Dashboard Actions and Permissions to see which permissions need to be enabled for each widget.
Plan Status
The Plan Status widget display the status of the active quality plans currently running in your organization. This status enables you to check at a glance and see whether your quality plans are on track or not.
Clicking on the number of plans in the widget will redirect you to the Plan Monitoring page in My Zone, where you can view more details regarding specific plans.
Team Performance
The Team Performance widget displays the average evaluation score of your team based on the evaluations of the agents in the team.
This widget has configurable settings. Click the Settings button to define the following:
Team - select the team whose score you would like to see an average of.
- Group - further filter the users within the team you selected, based on groups they are assigned to. Only users assigned to these groups within the team you selected will be used to calculate the average.
Start and End date - define the time period. Only evaluations from this time period will be used to calculate the team average.
Clicking on the score in the in the widget will redirect you to the Performance Management page in My Zone, where you can view more details regarding agent evaluation scores.
Calibration
The Calibration widget displays the results of the last ten calibration processes.
From the drop-down list, select a calibration (only the last ten appear in the list). The graph will display the average evaluation score or original results, along with the question variance of the calibrations.
Clicking on the question variance in the widget will redirect you to the Calibration page, where you can see more information.
Agent Scoring
The Agent Scoring widget displays the top three performing agents and the bottom three performing agent, based on evaluations.
This widget has configurable settings. Click the Settings button to define the following:
Team - only agents from the teams you select will be displayed. The teams are based on the teams defined in the Admin application.
- Group - further filter agents within the teams you selected, based on groups they are assigned to. Only agents also assigned to these groups will appear.
Clicking on an agent in the widget will redirect you to the Performance Monitoring page in My Zone, where you can view more details regarding agent evaluation scores.
Evaluations and Coaching Events
The Evaluations and Coaching Events widget displays the trend of evaluations and how they intersect with coaching events for up to six agents over time.
From the drop-down list, select up to six agents. The graph will display the trends for those agents. A flag will appear in the graph whenever an agent completed coaching.
This widget has configurable settings. Click the Settings button to define the following:
Teams - agents from these teams will appear in the agent list in the widget filter.
The teams are based on the teams defined in the Admin application. If no team is selected, you will be able to select any 6 agents in the organization.
Groups - agents from these groups will appear in the agent list in the widget filter.
You will only be able to view the trends of agents who overlap in one of the teams and one of the groups you selected.
Category Over Time
This widget is only available for organizations with the CXone QM Advanced license.
The Category Over Time widget displays how many times a category was captured over a defined time period.
This widget has configurable settings. Click the Settings button to define the following:
Category - the graph in the widget will display the trend for the selected category.
When selecting a category, you can filter it by language. Only English, Spanish, and Brazilian Portuguese are the supported languages. If you do not select a category, then the widget will display the trend for the top category.
Teams -the graph will display the selected category trend for those specific teams.
If you do not select any teams, then the graph will display the category trend across all teams in your organization.
Clicking on the category in the widget will redirect you to the Search page where you can review and play the segments.
Top Categories
This widget is only available for organizations with the CXone QM Advanced license.
The Top Categories widget displays the top ten most used categories over a defined period of time, and their trends compared to similar, previous periods.
This widget has configurable settings. Click the Settings button to define the following:
Categories - the widget will organize the selected categories by top appearances.
By default, if you do not select categories, then the widget will display the top ten out-of-the-box categories in the organization.
For example, you might only want to see the top categories from a specific group of categories dealing with customer satisfaction. Select the relevant categories in the settings, and the widget will order the top ten out of the categories you selected. You can filter categories by language. Only English, Spanish, and Brazilian Portuguese are the supported languages.
Teams - the widget will organize the selected categories by top appearance within the teams you defined.
If you do not select any teams, the widget will display the top categories category across all teams in your organization.
If a category was not captured, it will not be displayed, even if it is in the selected categories.
Clicking on a category in the widget will redirect you to the Search page where you can review and play the segments.
Evaluator Performance
The Evaluator Performance widget displays all pending and completed evaluation tasks initiated via QP or Interactions, for the top three and bottom three evaluators, within a defined time period. Top Evaluator is based on number completed vs number pending.
This widget has configurable settings. Click the Settings button to define the following:
- Teams - you will see the top and bottom three evaluators in those teams.
- Groups - further filter the evaluators within the team you selected, based on groups they are assigned to. Only evaluators assigned to these groups within the teams you selected will appear in the widget.