AI Agents (Cognigy) Metrics

The integration between NiCE CXone Dashboards and AI Agents (Cognigy) combines NiCE CXone’s reporting, visualizations, and metricsClosed Statistics you can measure to keep track of your contact center. with AI Agents (Cognigy)’s advanced conversational automation.

The initial phase of the integration (26.1) introduces three session-based AI Agents (Cognigy) metrics, available for use on your NiCE CXone dashboards:

  • AI-to-Human Handoffs

  • Positive Self-Service Sessions

  • Self-Service Sessions

These metrics help you monitor virtual agent performance, customer interactions, and overall automation effectiveness directly from your dashboard.

More AI Agents (Cognigy) metrics and features will be added in future updates.

By clicking on the Learn More and Use Case dropdowns below, you can access additional details about each metric, including metric type, calculations, filters, supported channels, metric direction, and use cases.

AI-to-Human Handoffs

Displays the number of times a human agent was contacted within the filtered on the self-service session start timestamp. Multiple handovers can occur within a single self-service session.

  • Metric Type: Historical

  • Calculation: Add all values in the ESCALATION_COUNT field to get the overall number of escalations across all sessions

  • Filters:

    • Timespan
    • Message Rating

  • View By: Channel

  • Metric Direction: Down, a lower metric value is best

A customer interacts with your AI Agents (Cognigy) virtual agent to get help. The goal is for the virtual agent to solve the customer’s problem without a human agent. However, sometimes the bot can't find a solution and must escalate the conversation—for example, by connecting the customer to a live agent or sending the case to another workflow.

Positive Self-Service Sessions

Indicates the total number of self-service sessions with Positive Ratings given as feedback by the end user.

  • Metric Type: Historical

  • Calculation: Counts the number of unique self‑service sessions where customers gave a positive rating (score = 1)

  • Filters:

    • Timespan

  • View By: Channel

  • Metric Direction: Up, a higher metric value is best.

Before reaching the contact center, a customer visits your support channel and starts interacting with the AI Agents (Cognigy) virtual agent. This is called a self‑service session. The bot guides the customer through troubleshooting steps, answers questions, and helps complete a task—all without involving a human agent.

At the end of the interaction, the bot asks the customer:

How would you rate your experience today?

The rating options include a Positive Rating, which is recorded as score = 1.

Self-Service Sessions

Indicates the total number of unique self-service sessions.

  • Metric Type: Historical

  • Calculation: Counts the number of unique self‑service sessions handled by the AI Agents (Cognigy) virtual agent

  • Filters:

    • Timespan
    • Message Rating

  • View By: Channel

  • Metric Direction: N/A

Before reaching the contact center, a customer visits your support channel—web chat, mobile app, or messaging—and is greeted by the AI Agents (Cognigy) virtual agent. This begins a self‑service session, where the bot tries to help the customer without involving a live agent.