Overview
Today’s CRM organizations require more than basic reporting to manage increasingly complex service environments. Playvox by NiCE Performance supports AI Workforce Management for CRM Teams by centralizing performance and workforce data into a single, trusted view. With more than 60 metrics and over 100 data points available in configurable dashboards, leaders gain real-time and historical insight into productivity, utilization, and service outcomes across digital and back-office operations.
Built to support digital workforce planning and back office workforce management, Playvox by NiCE Performance makes it easy to analyze key metrics such as occupancy, handled volume, resolution rates, and schedule accuracy at both the team and individual level. Metrics can be rolled up weekly or monthly to identify trends, inconsistencies, and coaching opportunities—helping leaders take action faster and with greater confidence.
Interactive dashboards combine performance metrics with operational indicators like adherence, shrinkage, and service levels to support AI capacity planning in dynamic, multi-channel environments. Custom interaction grouping allows reporting to align with departments, channels, or workflows, making it ideal for multi-skill workforce management where agents handle diverse tasks across queues.
Playvox by NiCE also empowers agents with real-time visibility into their own metrics, reinforcing accountability and engagement. By connecting performance insights with day-to-day operations, organizations can improve coaching effectiveness, optimize workforce decisions, and continuously elevate service performance.
Built for CRM Teams
- AI driven performance and capacity insights
- Real time agent and team visibility
- Support for multi skill workforce environments
- Centralized KPIs across digital channels
- Actionable dashboards for continuous improvement
AI powered visibility for workforce performance
