Performance Management is a separately licensed module of NICE inContact CXone. It provides users with the ability to view a wide variety of contact center metrics in one user-friendly portal. Users can easily configure dashboards that display at-a-glance information specific to their roles within the organization. In addition to analytics data, Performance Management also offers the ability to make everyday work more fun and engaging for contact agents by "gamifying" your contact center.
Performance Management is accessed using a web browser at the URL provided by your NICE inContact team. Click the numbered areas in the following image to learn more about the Performance Management user interface.
Performance Management User Interface
|Side-Menu (1)||Your source of navigation throughout Performance Management.
The following list details each navigation item:
|Add Modules (2)||Displays a list of dashboard modules that you can add to your currently opened dashboard. This option is only available when you are viewing a dashboard.|
|Dashboard (3)||Display area for modules that provide at-a-glance information about contact center metrics, details for your account, or tools such as a calculator or notepad. You can have multiple dashboards configured for different purposes, and open different dashboards that you can toggle between from the tabs. Depending on your permissions, you can also configure custom dashboards, and create dashboards to be shared with other users.|
|Expand Icon (4)||Expands the dashboard to full-screen. You can press your ESC button on your keyboard to collapse the full-screen dashboard.|
|Module Counter (5)||Displays how many modules you have open on the current dashboard. You can have up to 20 modules open on a single dashboard.|
|Dock (6)||Minimize modules to the dock by clicking the underscore icon in the module toolbar. Minimizing a module allows you to open the module from the dock in any dashboard tab.|
|Action Icons (7)||
List of icons: