Business Intelligence (BI) reports for CXone Mpower WFM enable you to review data related to Workforce Management and employee scheduling.
The data for these reports is refreshed every hour.
See each report for the permissions you need enabled to use it. Access the reports from Reporting > Prebuilt Reports > General.
For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for BI Reports.
|
Report |
Description |
Report Type |
|---|---|---|
| Adherence Report | Displays agent schedule adherence and conformance metrics. | Agent |
| Intraday Report | Displays forecasted and actual data for metrics such as volume, ASA, SLA, and AHT. | Agent |
| Time Utilization Report | Displays trends and time usage of the different activities in agent schedules. | Agent |