Performance Management

Grow performance from the inside out

Turn engagement into outcomes with intuitive AI-powered tools that guide and motivate every agent.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Inspire peak performance
with every interaction

CXone Mpower Performance Management makes it easy to track KPIs, personalize coaching, and recognize success in real time. Turn workforce analytics into action and keep agents motivated to grow.

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Spot gaps and opportunities

Visualize KPIs and performance trends
in role-based dashboards designed to
surface strengths, bottlenecks, and
targeted coaching opportunities.

Motivate with recognition

Use leaderboards, badges, and wallboards
to celebrate progress and create a culture
of achievement, visibility, and momentum.

Coach with clarity

Centralize goals, feedback, and analytics
to simplify sessions and empower agents
with actionable, personalized support.

Turn insights into action

Leverage workforce analytics and AI to
track performance, guide development,
and align teams to CX priorities.

Real-time insights.
Lasting performance.

CXone Mpower Performance Management
translates workforce analytics into meaningful action
with dashboards, gamification, and AI-driven coaching.

Aggregate performance data across channels and systems—NiCE, ACDs, CRMs, HR—for a single view of every agent’s impact.
Surface trends and recommend actions using Desktop Discovery and generative AI to close performance gaps faster.
Motivate agents with scorecards, leaderboards, and personalized recognition tied to real-time performance goals.
Track how agents spend time—even remotely. Identify inefficiencies across the desktop, channels, and processes.
Define and monitor what matters to your business—from service to sales—with flexible metrics across roles and channels.
Empower agents, supervisors, and leaders with tailored dashboards that keep performance goals front and center.

Know. Analyze. Act.

Discover insights, evaluate performance, and drive results with coaching and gamification.

Success stories

See what global CX leaders are saying

SkyGen transforms QA with Performance Management

50%

fewer coaching sessions

productivity gain potential

Sharper performance

City Furniture boosts visibility and performance

9 to 13

calls per hour achieved

Better data, better results

Go deeper on performance

Explore research and results from businesses optimizing KPIs with workforce analytics and AI.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Frequently Asked Questions

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 center—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 personalized 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 center optimization. It includes key metrics for voice and digital interactions, such as CSAT scores, resolution rates, and time in queue. Teams can also customize 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 visualize 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.