Performance Management

CXone Mpower Performance Management is an AI-powered solution that helps organizations drive performance by turning data into action. It follows a simple, powerful approach: Know, Analyze, Act.

First, it brings together performance data from across your contact centre—including ACD, CRM, quality management, and desktop activity—so everyone sees the same big picture. Then, built-in workforce analytics help you dig deeper, surfacing root causes, performance trends, and KPI gaps across voice and digital channels. Finally, it drives action: supervisors can coach more effectively, agents get real-time feedback, and everyone stays aligned with business goals.

Thanks to embedded generative AI, leaders can even interact with performance data conversationally—asking questions and receiving personalised insights to guide decisions faster. It’s all about empowering your workforce with the visibility, coaching, and motivation they need to improve every day.

The platform monitors performance at every level by consolidating data from voice, digital, and desktop channels. It tracks traditional metrics like AHT and service levels while also offering visibility into how time is spent across apps and tasks. With Desktop Discovery, managers can understand what’s productive and where there may be friction—making it a powerful tool for managing hybrid and remote teams.

Everyone in the organization benefits. Agents gain clarity on how they’re performing, what’s expected, and how to improve—plus access to self-guided coaching and gamified motivation. Supervisors use role-specific dashboards to target coaching and monitor progress. Leaders and executives get a comprehensive view of performance trends that align with business goals and CX metrics.

The system tracks a wide range of KPIs to support both agent performance tracking and overall contact centre optimization. It includes key metrics for voice and digital interactions, such as CSAT scores, resolution rates, and time in queue. Teams can also customise their own KPIs and pull in third-party data to create a unified performance view across systems.

Performance Management bridges the gap between insight and action. Agents receive tailored coaching based on their behaviors and results, while gamified elements keep them motivated and engaged. Scorecards and real-time dashboards show agents where they stand, helping them take ownership of their progress. Supervisors can identify opportunities quickly and deliver coaching that’s targeted, measurable, and aligned with business outcomes.

With intuitive dashboards and AI-powered analysis, the platform helps leaders surface patterns, spot outliers, and respond faster. Performance trends are easy to visualise and filter by team, shift, or channel. Managers can interact with the data directly, uncovering insights that drive better planning, coaching, and customer experiences—all in one place.