Coaching Transactional Report

This report allows you to view Coaching details for agents and teams. This report includes KPIClosed An established metric used to measure agent performance. Summary information. It displays data including the type of coaching an agent is receiving, the number of evaluations they've had, Focus Area, Behavior, and Status. You need to have a CXone MpowerQuality Management license in order to access this report.

You must have these permissions:

  • Dashboard > Dashboard Templates > Coaching Transactional Report:On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

A supervisor wants to identify team members who may be struggling with evaluations and overall performance. By using the Agent Quality Performance report, the supervisor can analyze key metrics such as average quality scores by team, agent, channel, and over time. The report uses multiple widgets with customizable filters and settings, allowing for a comprehensive view of performance trends and helping pinpoint agents who may need additional support or coaching.

Data Overview

This report includes:

Coaching Session Type Summary

This widget displays a chart that shows how many coaching sessions were held for each type. It also shows what percentage each type represents out of the total. This helps you quickly see which coaching types are used most often. You can filter the data by Focus Area, Coaching Behavior Type, and Coaching Status.

Coaching Session Focus Area Summary

This widget shows a chart that displays how many coaching sessions were held for each focus area. It helps you see which topics are most commonly addressed in coaching. You can filter the data by Focus Area, Coaching Behavior Type, and Coaching Status.

Coaching Session Status Summary

This widget shows a chart that displays how many coaching sessions fall under each status. It helps you track the progress of coaching sessions, such as whether they are assigned, in progress, or completed. You can filter the data by Focus Area, Coaching Behavior Type, and Coaching Status.

Coaching Transaction Details Widget

This widget shows a table with details about each coaching activity assigned to an agent. It helps you review individual coaching sessions and track progress. You can filter the data by Focus Area, Coaching Behavior Type, Coaching Status, and Rating.

Column Description
Coaching Type The type of coaching the agent is receiving. These types include Coach the Coach, Group, and 1:1.
Session Name The name of the coaching session.
Agent Name The name of the agent.
Team Name The name of the team the agent belongs to.
Focus Area The key performance indicator (KPIClosed An established metric used to measure agent performance.) that the agent is being coached on. For example, Productivity could be a Focus Area the agent is working on.
Coaching Behavior Type

The attributes of the focus area that the agent is being coached on. For example, Attendance, Available Time, or Talk Time could each be defined as a Behavior for the focus area of Productivity.
Coaching Status The status of the coaching session. Statuses include Awaiting Acknowledgment, Draft, Completed, and Deleted.
Acknowledged The date and time that the status of the session was acknowledged by the coach or supervisor. The format for the date is DD/MM/YYYY. The format for the time is HH:MM:SS.
Rating The score the coach gave to the agent for the coaching session.
Created By The coach or supervisor who created the coaching session.
Last Modified The date and time that the coaching session was modified. The format for the date is DD/MM/YYYY. The format for the time is HH:MM:SS.
Coach Name The name of the person coaching the agent.
Coaching Session Objective The objective identified for the coaching session.
Coaching Session Comment Any comments left by the coach about the session.
Acknowledgment Comment Any comments left by the agent when they acknowledged the session.
Coach Time Preparing (Min) The amount of time, in minutes, the coach spent preparing for the session. This is the number of minutes between when the coach began creating the session and when they marked it as a draft.
Coach Time Spent (Min) The amount of time, in minutes, the coach spent in the session. This is the number of minutes they spent meeting with the agent to discuss the coaching material.
Agent Time Preparing (Min) The amount of time, in minutes, the agent spent preparing for the session. This is the number of minutes between when the agent began reviewing the material and when they acknowledged the session.
Agent Time Spent (Min) The amount of time, in minutes, the agent spent in the session. This is the number of minutes they spent meeting with the coach to discuss the coaching material.
Files (#) The number of files that were added to a coaching session.
Interactions (#) The number of interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that were added to a coaching session.