Add Additional Metrics in Virtual Analytics

Make smarter decisions, faster than ever.

Create a data-driven culture where better decisions happen faster, and where productivity, customer satisfaction and business goals all thrive. Too often, organizations are not unlocking the full value from their data. That's because it's in departmental silos, not integrated, and inaccessible to those who need it.

Achieving maximum value requires companies to rethink their approach to data. It entails a shift from being business unit focused with data restricted to a single user or department to being enterprise focused that treats data as the most valuable corporate asset. It also requires moving from data silos that duplicate data sets to a reusable approach that stores data once, but uses it many times.

Isolated data has limited value. By contrast, integrating data allows more answers and richer, deeper, more contextual insights that drive action. With the right cloud data analytics platform that offers multidimensional scalability, companies can optimize their data. That’s because this type of platform offers scalability across eight core dimensions: data volume, data latency, query data volume, query complexity, query concurrency, query response time, schema sophistication, and mixed workloads.

Advanced Reporting

These reporting tools can be leveraged throughout the organization. Analytics can refer to a million things, ranging from a simple report to hardcore machine learning. To make better decisions, you need to be aligned on what people in the room mean when they say “analytics” – otherwise, your implementation plans will go astray.

Reporting is about taking existing information and presenting it in a way that is user friendly and digestible. This often involves pulling data from different places, like in Google Analytics, or presenting the data in a new way. Reporting is always defined and specified - it’s about getting reconciliation and making it accurate, because the business depends on the accuracy of those numbers to then make a decision.

Analytics is about adding value or creating new data to help inform a decision, whether through an automated process or a manual analysis. Unlike reporting, analytics is about uncertainty - you use it when you don’t know exactly how to come to a good answer. This could be because it’s a complicated problem, or because it’s a challenge that isn’t well-defined, or because it’s a situation that changes frequently so the answer you got yesterday is unlikely to help you today.

A future-forward contact center. For a future-ready business.

Busy work gets in the way and hampers innovation. It’s time to get rid of those tedious tasks and start helping agents solve customer issues faster. Transform your call center software with CXone and empower your agents to provide better experiences—every time and on every channel. That’s one way we help you build relationships that last.

CXone Analytics Explained

Making Decisions Based on Data

In NICE CXone, you can check the talk times for your agents by following these steps:

Log in to NICE CXone: Access your NICE CXone account using your credentials.
Navigate to the Analytics Section:
- Go to the Dashboard or Reports section, depending on your CXone configuration.
- You might find these options under the main menu or a specific analytics/reporting menu.
Select the Appropriate Report:
- Look for reports such as Agent Performance, Interaction Details, or Call Summary.
- These reports typically provide detailed metrics on agent activities, including talk times.
Filter and Customize the Report:
- Use the available filters to narrow down the data to specific agents, time periods, or other relevant criteria.
- Customize the report to include the metrics you need, such as talk times, average handle time, or total call duration.
Run and View the Report:
- Generate the report by clicking on the Run Report or similar button.
- Review the data presented, which should include the talk times for each agent.
Export the Data (Optional):
- If you need to analyze the data further or share it, use the export option to download the report in a format like CSV or Excel.

Additional Value

Download an Extension Summary Report	Filter Calls by Department in Virtual Office Analytics	Check the Talk Times for Agents
Display tips on interpreting the analytics in your extension summary.	Explain how filtering calls by department in Virtual Office Analytics can provide important insights.	Understand what the current status of your workforce looks like.

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