Prebuilt QM reports for NICE CXone enable you to review information related to Quality Management processes. This includes evaluations, calibrations, self assessments, etc.
The data for these reports is refreshed every hour.
See each report for the permissions you need enabled to use the report. You can access the reports from Reporting > Prebuilt Reports > General.
Some of the QM reports are business intelligence (BI) reports providing advanced reporting capabilities. 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.
|
Report |
Description |
Report Type |
BI Report |
|---|---|---|---|
| Coaching Workflow Report | Displays coaching data and associated workflow information | Agent | |
| Evaluations By Team | Evaluation data for both teams and agents, including averages and trends | Agent | Yes |
| Evaluations By Section and Question | Evaluation data displayed by the average scores on the different sections and questions in forms | Agent | Yes |
| Evaluation Details | Provides a complete table of all raw evaluation data | Agent | Yes |
| Evaluation Question and Answer Details | Provides a table with every question answered by an evaluator, along with their answers | Agent | Yes |
| Evaluation Question Details | Displays questions from evaluation forms and all of their associated data | Agent | Yes |
| Evaluation Report | Displays evaluation data and relevant associated interaction data | Agent | |
| Evaluator Analysis | Review evaluator performance and track their evaluation data | Evaluator | Yes |
| Question Data Report | Displays question data and relevant associated evaluation answer data | Agent | |
| Agent Behavior Insights | Displays behavior insights for agents and their associated interactions. It also includes summarized score at the team level. | Agent | Yes |