CXone WFO Administration
Same agent skills can be used across the various WFO applications for targeted scheduling and evaluation.
Schedule Manager
Daily view of agents schedule with a heat map on the top that shows if they are overstated or understated.
Generate Forecast
Forecasting is a simple five-step process beginning with identifying the parameters.
Dashboard
Monitor the performance of your agents and see if they are meeting their goals.
Performance Monitoring
The Quality Management dashboard allows you to drill down to quality plans, agent performance, calibrations and coaching plans and results.
Plan Monitoring
Monitor the performance of your quality evaluators and see if they are meeting their targets.
Form
Easy drag-and-drop single form builder for creating evaluations and coaching.
Search & Play
Easily retrieve and playback audio and screen interactions.
Search on Multiple Criteria
Benefit from a robust search engine to promptly retrieve interactions across channels and using multiple search criteria.
Fully Integrated with QM
CXone Recording powers a cross-channels search engine, fully integrated with the CXone QM solution for a seamless user experience.
Form