Agent Behavior Insights

The Agent Behavior Insights report displays behavior insights for agents and their interactions. It includes a summarized score at the team level.

You can drill down to see the agent's behavioral metrics for each interaction. These help you analyze your agent's performance.

This report is part of the new QM Premium license. This feature is only available when your organization has both the QM Advanced and QM Premium licenses enabled. Contact your CXone Account Representative for more information.

Example of Use

Identify coaching opportunities

David manages a team of agents. He wants to use agent behavior metrics to evaluate his agents' performance during interactions.

Overview Page

The Overview page shows behavior insights for agents and their interactions. The page includes a summarized score at the team level.

Agent Details Page

This page opens when you click an agent in the My Agents widget on the Overview page.

The page displays the overall behavior score for a specific agent. It also shows the score for the behavior metrics for each interaction.