Establish a Baseline

You can establish a baseline for your current performance to help you set realistic goals for improvement. The Analytics Metric Statistics report helps you see how you're doing in the areas you are interested in evaluating. Once you know how you are doing, you can more easily identify what business goals you want to achieve. Then you can use Interaction Analytics to discover specific ways to accomplish those goals.

This short training video demonstrates how to use the Analytics Metric Statistics report to evaluate your baseline.

Run Analytics Metric Statistics Report

You'll want to run the report using a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. that has no filters applied to it so you can view data from all analyzed interactions. You'll also want to avoid using filters for teams and agents for now. This creates a report for all interactions separated by team name. It will include average statistics for the entire team as well as for each individual on a team. This is helpful to get the most accurate view of performance for all available teams, agents, and metrics.

  1. Click the app selector and select Reporting > Prebuilt Reports.

  2. Click on the Analytics Metric Statistics report.

  3. Select the time period for measuring the baseline. If you're measuring your baseline for the first time, we recommended running the report for the entire available date range.

  4. Select an open dataset (a dataset with no filters) from the datasets available.

  5. Leave Team Name, Agent Name, and Channel Type blank. This automatically selects all fields.

  6. Click Run.

  7. Leave Dataset: Category blank to automatically select all fields.

  8. Click Run.

Filter Report by Metrics

You can filter the report to view metrics of most interest to you. Once the most relevant metrics display in the report, you can use that data as a baseline for future reports.

List of checkboxes in a drop-down for Interaction Analytics report metrics.

  1. Within the report, click the drop-down menu in the upper left corner.

  2. Check the boxes next to specific metrics you want the report to display. We recommend viewing the same type of metric for both the client and the agent at the same time. For example, if you select % Negative Client Sentiment, also select % Negative Agent Sentiment.

  3. Click OK, when you're done selecting metrics.

Export Report Data

You can download report data as a PDF or excel document, so you can easily view it later without logging in to CXone again.

  1. Hover over the Analytics Metric Statistics widget. Click OptionsIcon of three stacked dots. in the top right corner.

  2. To view daily statistics for teams and agents, select Show Data. To view overview data instead of daily interaction details, select Export and skip to step 6.

  3. Click Add Data in the upper right corner and check the box next to Date.

  4. Click OK.

  5. Click Export Data.

  6. Select Excel, PDF, or Data. Exporting to Data will generate an Excel spreadsheet.

  7. If you're exporting to PDF, configure the Paper Size, Orientation, and other Display Options.

  8. Click Export.