Performance Management

CXone Mpower Performance Management is a centralized solution that unifies performance data from across your contact center to deliver continuous improvement. It empowers employees and drives engagement through AI-powered insights, personalized coaching, and gamification - resulting in measurable performance gains and business impact.

KNOW - Understand agent performance by consolidating data from across the contact center, including the NICE CXone suite, Desktop Discovery, and third-party systems such as CRM, HR platforms, and more. CXone Mpower Performance Management creates a single pane of glass for performance data.

ANALYZE - Leverage built-in analytics to uncover root causes, track KPIs, and evaluate performance across all customer interaction channels. Actionable insights are presented directly to managers, supervisors, and agents.

ACT - Drive measurable improvements with personalized coaching and insightful gamification. CXone Mpower Performance Management motivates agents to perform at their best while staying aligned with business goals.

This ongoing Know-Analyze-Act cycle is continuously optimized. With embedded Generative AI, managers can interact with agent performance data conversationally, asking questions and receiving actionable insights to make smarter decisions, faster.

CXone Mpower Performance Management measures productivity across all levels of the organization-from individual agents and supervisors to teams and the entire contact center. It automatically tracks a wide range of KPIs, metrics, and trends across both digital and ACD channels.

In addition to common front-office productivity metrics, such as average handle time, call transfer rate, service level agreements (SLAs), and average time in queue, organizations can define and customize their own KPIs, ensuring alignment with unique business goals and processes.

The solution also includes Desktop Discovery, which monitors employee desktop activity across front and back offices, including remote environments. It automatically categorizes activity as productive, non-productive, idle, non-work-related, or PC-locked, giving leaders a clear view of how time is being spent.

Multichannel, multilevel performance data is aggregated and integrated to help supervisors identify opportunities for improvement. Dashboards offer both consolidated and detailed views of individual and group productivity. Desktop Discovery insights are also embedded where they’re most impactful, directly within daily tools like CXone Mpower Actions and CXone Copilot for Supervisors.

This “talk with your data” approach transforms performance management by delivering AI-powered insights in intuitive formats. Leaders can quickly close knowledge gaps and continuously improve agent performance through real-time, data-driven action.

From the contact center’s frontline agents to back-office employees to the executive suite, CXone Mpower Performance Management (PM) offers clear visibility into performance and the tools to enhance it, which in turn improves customer experience.

Agents: CXone Mpower PM provides frontline and back-office employees with a clear understanding of their performance evaluations, the criteria and data used, and their strengths and weaknesses. Tools for self-improvement, gamification tailored to their personality traits and capabilities, and highly targeted coaching empowers them, while process optimizations simplify and streamline their daily activities. The result is greater employee satisfaction and retention.

Supervisors: Centralized, comprehensive data provides the clarity and trend insights that supervisors need to set attainable KPI targets and design coaching that makes a traceable impact on employee performance. Behavior-based analysis helps them introduce soft-skill coaching when needed, implement operational changes as necessary, onboard rapidly, and create insightful interactive games with prizes in a customizable marketplace.

Managers and C-suite executives: With enhanced visibility into performance, managers can help the contact center and the back office meet organizational objectives, including by better aligning coaching and employee guidance with business targets (such as CX, CSAT, employee engagement, ROIs). CXone Mpower PM dashboards make it easy to see when KPls fall short of their goals, wallboards improve managerial understanding of overall team performance, and easy reporting provides insight into effective methods to improve operational effectiveness. Managers can thus cut costs, increase workforce engagement, and reduce attrition rates.

CXone Mpower Performance Management tracks a comprehensive set of KPIs across both voice and digital channels to give organizations a complete view of contact center performance. These metrics span productivity, efficiency, quality, and customer experience, and can be customized to reflect your unique business goals.

Common voice and operational KPIs include:

• Average Handle Time (AHT)
• Call Transfer Rate
• Adherence to Schedule
• First Contact Resolution (FCR)
• Average Speed of Answer
• Customer Satisfaction (CSAT)
• Service Level Agreements (SLAs)
• Time in Queue
• After-Call Work Time (ACW)
• Productivity level

Key digital KPIs tracked include:

• Number of interactions per digital channel (chat, email, SMS, social)
• Average response time per channel
• Customer wait time in digital queues
• Resolution time for asynchronous conversations
• Channel containment (resolving inquiries within a single digital channel)
• Agent concurrency (handling multiple digital conversations simultaneously)

CXone Mpower Performance Management also supports custom KPIs, giving you the flexibility to measure what's most important to your organization. Data is pulled from the NICE CXone suite (ACD, WFM, Quality management, Digital, Desktop Discovery), and third-party systems like ACDs, CRM and HR platforms to provide a unified, real-time performance view.

With AI-powered dashboards and personalized insights, supervisors and agents are empowered to take targeted action and drive continuous improvement.

CXone Mpower Performance Management drives employee performance by transforming data into meaningful, personalized action through coaching, gamification, and transparent performance visibility, all aligned with business goals.

Supervisors gain deep visibility into daily activities, allowing them to quickly identify performance gaps and skill development opportunities while agents gain transparency on where they stand in relation to business targets and where they need to be.

With CXone Coaching, the process becomes personalized, and proactive. Coaching is tailored to each agent’s unique personality, knowledge, experience, and behaviors, ensuring agents receive relevant feedback and ongoing support. Agents can also request coaching proactively, and supervisors can monitor team progress with the Coaching Transactional Report, promoting continuous learning and alignment.

Gamification in Performance Management boosts agent motivation and engagement with visibility into their metrics through personalized scorecards, leaderboards, and interactive wallboards that spotlight achievements, race positions, rankings, and even new hire milestones.

Agents can take on individual or team challenges, earn virtual coins for strong performance, and redeem them in a customizable marketplace, offering real-world rewards aligned with company culture. This approach encourages:

• Continuous engagement and motivation
• Collaboration through team-based challenges
• Personalized progress tracking and achievement recognition
• Goal alignment through visible, relevant KPIs

It’s directly exposing performance metrics to agents, empowering them with the insights they need to improve, and keeping incentives front and center.

With AI-powered coaching, gamified motivation, and transparent insights in one place, CXone Mpower Performance Management helps agents grow, leaders guide more effectively, and contact centers achieve lasting performance gains.