Feedback Management Metrics

The NiCE CXone Feedback Management integration sends survey and NPS (Net Promoter Score) data to NiCE CXone PM (CXone) . This lets managers view agent performance alongside customer feedback in one place.

Average Survey Score

The average score across all surveys received.

  • Calculation: [Survey Score] / [Survey Count]

  • Source Field: Derived

Custom Score Count

The count of survey responses matching a specific score for a given question.

  • Calculation: Count where FIELD = '<question text>' AND NUMERIC VALUE = <score>

  • Source Field: FEEDBACK_DETAILS feed

Custom Score Sum

The sum of scores for a specific survey question. Configured per customer survey setup.

  • Calculation: Sum of NUMERIC VALUE where FIELD = '<question text>'

  • Source Field: FEEDBACK_DETAILS feed

Custom Text Count

The count of survey responses matching a specific text answer for a given question.

  • Calculation: Count where FIELD = '<question text>' AND TEXT VALUE = '<answer>'

  • Source Field: FEEDBACK_DETAILS feed

Negative Surveys

The number of negative surveys received.

  • Calculation: Count where NPS CATEGORY = 'DETRACTOR'

  • Source Field: NPS_CATEGORY

Neutral Surveys

The number of neutral surveys received.

  • Calculation: Count where NPS CATEGORY = 'PASSIVE'

  • Source Field: NPS_CATEGORY

Positive Surveys

The number of positive surveys received.

  • Calculation: Count where NPS CATEGORY = 'PROMOTER'

  • Source Field: NPS_CATEGORY

Survey Count

The total number of surveys received.

  • Calculation: Count of records in the Invitations feed

  • Source Field: INVITATIONS feed

Survey Score

The sum of scores from surveys received.

  • Calculation: Sum of Primary Score field values from the Invitations feed

  • Source Field: PRIMARY_SCORE