Quality Management Advanced AI Usage

The Quality Management Advanced AI Usage report provides visibility into the consumption of advanced AI features within Quality Management. It tracks usage for Evaluation Summary and Auto Score, enabling Quality Managers to monitor adoption and performance trends.

The paradigm date for this report is always the Usage Date. The Usage Date is derived from the exact timestamp of each event. For example, when you select Last 30 days, the report displays daily totals for each of those 30 calendar days, based on the date each event was processed (Usage Date).

This report is available under the Reports page as a prebuilt report.

Below is a description of each widget and the insights it provides:

Quality Managers can use this report to:

  • Track AI Adoption: Monitor how frequently advanced AI features are utilized in evaluations.

  • Optimize Resource Allocation: Identify trends in usage to plan for capacity and licensing needs.

  • Measure ROI: Assess whether advanced AI tools are delivering expected value by comparing usage against performance outcomes.

  • Support Compliance: Ensure that AI-driven evaluations align with organizational quality standards.

You must have these permissions:

  • Dashboard > Dashboard Templates > Quality Management Advanced AI Usage :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

Data Overview

This report includes:

Evaluation Summary Usage Overview

Displays the number of evaluations processed through Evaluation Summary.

Column

description

Date

The processing date of the Evaluation Summary.

Number of Evaluations

The quantity of evaluations charged.

Auto Score Usage Overview

Displays the number of interactions processed through Auto Score.

Column

description

Date

Processing date of the Evaluation Summary.

Number of Evaluations

The quantity of evaluations charged.