Agent Behavior Insights

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

The enhanced drilling capabilities let you view the agent's behavioral metrics for each interaction. The performance indicators help you identify your agent's performance during interactions.

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

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

David manages a team of agents. He's interested in looking at agent behavior metrics to identify his agents' performance during interactions.

He runs the Agent Behavior Insights report by selecting the time period and team.

Reviewing the My Agents widget, he can identify where his team excelled and where they could use some assistance. He can further drill-down to see specific agent's behavior metrics to find where he can help the agent by preparing a tailored coaching package.

You must have the following permissions enabled in Admin > Security > Roles and Permissions to view this report:

  • Reporting > General BI Permissions > Report Viewer

  • Reporting > BI Reports > Agent Behavior Insights

Agent Behavior Insights: Overview

The Overview in the Agent Behavior Insights report displays behavior insights for agents and their associated interactions, including a summarized score at the team level.

This widget displays the selected team's overall interactions count, average behavior score, and agent behavior metrics.

Different agent behavior metrics are:

  • Demonstrate ownership

  • Actively listening

  • Be empathetic

  • Build rapport

  • Set expectations

  • Effective questioning

  • Promote self-service

  • Inappropriate action

  • Acknowledge loyalty

Expand a team's row to view a breakdown of the scores of each agent, as well as the team's average scores. The different colors represent the average score ranges.

  • Strongly negative Screenshot of strongly negative performance indicator—0% to 10.5%

  • Moderately negative Screenshot of moderately negative performance indicator—10.5% to 30.5%

  • Neutral Screenshot of neutral performance indicator—30.5% to 70.5%

  • Moderately positive Screenshot of moderately positive performance indicator—70.5% to 90.5%

  • Strongly positive Screenshot of strongly positive performance indicator—90.5% to 100%

Clicking on an agent in this widget will take you to a specialized report focusing on that agent's data.

Agent Behavior Insights: Agent Details

This page opens when you click any of the agents in the My Agents widget in the Overview.

The Agent Details page displays the agent's overall behavior score for a specific agent. It also displays the score for the agent's behavior metrics for each interaction.

This widget displays the agent's overall behavior score for the selected duration. It also displays the score for the previous time period. For example, if you have specified the time period from August 14th to 24th, this widget will display the score for the selected duration. It will also display behavior score for the previous 10 days, that is from August 3rd to 13th.

This widget displays the number of interactions responded by the agent in the selected duration. It also displays the calls responded by the agent for the previous time period.

This widget displays the agent's score for each behavior metric. This is the summarized score.

This widget displays agent's each interaction's behavior insights in the timeframe you defined in the filters.

The different colors represent the average index score ranges. The scores are displayed as performance indicators. Performance indicators and the index score can be:

  • Strongly negative Screenshot of strongly negative performance indicator—0

  • Moderately negative Screenshot of moderately negative performance indicator—4

  • Neutral Screenshot of neutral performance indicator—5

  • Moderately positive Screenshot of moderately happy performance indicator—6

  • Strongly positive Screenshot of strongly positive performance indicator—10