CXone Performance Management

绩效管理CXone 的一个单独许可的模块。管理员和主管可以在同一个门户中查看各种绩效指标。通过简单的配置,就可让仪表板显示特定于其角色的指标概览。除了分析数据,PM 也能让日常工作更有趣、更吸引人。“游戏化”您的联络中心可以让坐席获得奖励并根据其绩效购买奖品。如果您当前未使用 PM,或者您想将外部数据集成到您的设置中,请咨询您的 CXone Account Representative 了解更多信息。You can integrate data from applications such as 反馈管理 .

您可以使用 web 浏览器在您 绩效管理 团队提供的 URL 上访问 NICE CXone。Click the numbered areas in the following image to learn more about the CXone 绩效管理 user interface.

用户界面

Performance Management Interface
界面元素 详细信息
侧菜单 (1) CXone Performance Management 的导航源以下列表详细描述了每个导航项:
  • Home — Takes you to your dashboard that you most recently had open.
  • Dashboard Library — Slides out lists of dashboards that you have created and dashboards that have been shared with you. 显示“仪表板库”窗口,这是管理仪表板的中心。您可以执行诸如创建新仪表板、打开、复制、删除、共享和订阅仪表板等操作,还可以预览不同的仪表板,并查看基本信息,如创建者和仪表板的共享对象。
  • User Settings — Drops down a list of navigation options for user-oriented pages, such as Roles, Security Profiles, and Users. It also includes Log View, which displays changes made in the 绩效管理 platform for the selected time interval.
  • Quality — Drops down a secondary navigation menu for coaching, surveys, and other types of forms.
  • Data Config. - 下拉显示数据属性、导入数据和设置指标的导航选项列表。
  • Sharing and Subscriptions — Drops down an option to view a list of dashboard and module subscriptions, landing pages for work aids and announcements, and the landing page to create website modules.
  • Gamification — Drops down navigation options related to managing gamification, such as the Gamification Admin page or the Rules Engine.
  • Reports — Drops down a navigation link to Scores.
  • Wallboards — provides two options: a link to the wallboard admin page and a list of wallboards to which you have access, allowing you to launch one.
  • Support — Displays a link to this online help site.
  • Widgets — Allows you to access CXone Performance Management features used in day-to-day work. 您的安全设置会影响您可以看到的功能。可用的功能包括:
    • Module Subscriptions — Slides out a list of your module subscriptions. 您可以将订阅添加至窗口中或将其从窗口移除。
    • Rules I'm In — Displays a listing of any rules that apply to you.
    • Achievements — Allows you to view achievements for all users (based on your security rights) or to search for achievements by user. 成就按获得时间以降序排列。
    • Proficiency Changes — Allows users with appropriate permissions to view recommended proficiency changes, and to approve or reject those changes. 更改可以是建议性的,也可由游戏化规则自动更新。
添加模块 (2) 显示仪表板模块的列表,您可以将其添加至当前打开的仪表板中。此选项仅在您正在查看仪表板时可供使用。
Dashboard (3)

模块显示区域,提供有关联络中心指标的概览信息、您帐户的详细信息或者计算器或记事本之类的工具。您可以配置多个仪表板用于不同的目的,你可通过切换选项卡来打开不同的仪表板。根据您的权限,您还可以配置自定义仪表板,并创建与其他用户共享的仪表板。

每个仪表板的选项卡右侧有一个操作菜单,单击三个点即可打开该菜单。此菜单可为仪表板提供快速操作,例如共享、配置仪表板筛选器或订阅仪表板数据报告。

展开图标 (4) 将仪表板展开为全屏显示。按下您键盘上的 ESC 按钮即可折叠全屏仪表板。
模块计数器 (5) 显示当前仪表板上已打开的模块数。您可以在单个仪表板中打开多达 20 个模块。
停靠 (6) 通过单击模块工具栏中的下划线图标将模块最小化到停靠条。模块最小化后,您可从任何仪表板选项卡中的停靠条打开模块。
操作图标 (7) 图标列表:
  • Help Icon — Opens training materials for elements on your current page. 培训信息将在 PM 界面一侧的一个新窗口中打开。
  • Shopping Cart — Opens the Marketplace, which displays products that you can purchase with rewards earned from games and challenges..
  • Bell — Opens your Notification Center, which displays all notifications you have received since you logged in, and automatically clears all notifications when you log out. 将鼠标悬停在通知右侧时会出现 X,您可以单击它以手动清除单个通知。另外,您也可以手动单击通知中心顶部的清除所有
  • Profile Picture — Click to display the profile drop-down. 此列表提供用于打开我的个人资料窗口、改变界面语言、提交反馈或退出的选项。个人资料窗口显示您的统计数据(如金币或徽章的数量)、您的 绩效管理 头像、头像图库和定制您头像的工具。如果您没有头像,可单击剪影创建一个。创建头像后,您可以单击头像或设置图标自定义您的头像。

    This profile drop-down also displays the platform on which your environment is deployed. 平台版本可能有关联,因为 NICE CXone 正在迁移 2020 年前建立的系统。如果在下拉列表中看到 CXone Performance Management (AX),则表明系统已经迁移。

    You can also change the default time zone for the metrics displayed on your dashboards.