How to use the CX Performance Report
Navigation prompt
Go to REPORTING > click CX Performance
The CX Performance report gives you insights into the evaluation performance of Customer Experience (CX) cases. It analyses evaluation data broken down by Customer Experience types (also known as User Journeys), so you can track quality metrics across customer journeys and individual cases.
Required permissions
Feature flag | Technical name | Description |
Customer Experience |
| Enables CX case management and reporting |
KPI Reports |
| Enables KPI reporting (included by default) |
Required permissions:
Access CX Performance Reports — to view CX performance data
Note: Contact your evaluagent administrator if you don't have access to these features.
Navigation
Navigate to the Reporting section
Click on CX performance
The report loads with the default "All" view
Report hierarchy and views
Report levels
The CX Performance report provides a hierarchical drill-down structure:
All Cases: Overview of all CX cases across all journey types
All Journeys: Performance breakdown by Customer Experience type (User Journey)
Single Journey: Detailed view of cases within a specific journey type
Single Case: Individual case evaluation details
Key metrics displayed
Each report level shows:
Level: The current hierarchy level (journey name, case reference, or contact)
Cases/Evaluations: Count of cases or evaluations depending on the view
Average quality score: Mean evaluation score
% Pass: Pass rate based on evaluation outcomes
Case outcome distribution: Visual breakdown of case outcomes
Drill-down navigation
Click on any item in the "Level" column to drill deeper:
From "All" — view specific journey types
From Journey — view individual cases
From Case — view evaluation details
Using the report
Filtering data
The report uses a simple date range filter:
Select start and end dates to analyse specific periods
The default range shows the past week
Only cases with case dates within the range are included
Report features
Breadcrumb navigation
Shows your current position in the report hierarchy
Click any breadcrumb to navigate back to that level
Helps maintain context while drilling through data
Show/hide empty rows
Available in Journey and Single Journey views
Toggle to show Customer Experience types with no cases
Useful for identifying gaps in coverage
Data export
Click the Download button to export data as CSV
The CSV includes all metrics for the current view
Useful for offline analysis or sharing
Understanding the data
Case inclusion criteria
Cases appear in the report when they:
Have a case date within the selected range
Are assigned to a Customer Experience type (User Journey)
Have a case outcome assigned
Contain at least one evaluated contact
Interpreting results
Average quality score
Shows the mean evaluation score across all published evaluations
Helps identify journey types or cases needing improvement
Compare scores across different levels to spot trends
Pass rate
Percentage of evaluations meeting the pass threshold
Indicates overall quality performance
Useful for identifying training needs
Case outcome distribution
Visual breakdown showing the proportion of each outcome
At journey level: shows aggregated outcomes across all cases
At case level: shows the specific outcome assigned
Colour-coded for quick visual analysis
Using insights for improvement
Identify patterns
Look for journey types with consistently low scores
Find cases with poor outcomes for root cause analysis
Compare performance across different time periods
Focus areas
Journey types with low case counts may need more attention
High evaluation counts with low pass rates indicate systemic issues
Outcome distributions help you understand resolution effectiveness
Best practices
Regular monitoring
Review CX performance weekly to catch trends early
Compare current performance against previous periods
Track specific journey types that are business-critical
Export data regularly for historical analysis
Effective analysis
Start with the high-level view before drilling down
Use the hierarchy to understand context
Focus on journey types with significant case volumes
Consider both quality scores and outcome distributions
Data-driven actions
Use low-performing journey types to prioritise training
Share specific case examples with teams for learning
Set improvement targets based on current baselines
Track progress after implementing changes
Report configuration
Keep Customer Experience types (User Journeys) up to date in Quality Settings
Ensure case outcomes are properly configured
Assign cases to appropriate journey types consistently
Maintain accurate case dates for proper reporting
Troubleshooting
No data showing
Verify cases exist within the selected date range
Check that cases have outcomes assigned
Ensure cases contain evaluated contacts
Confirm Customer Experience types are configured
Missing journey types
Enable "Show empty rows" to see all journey types
Check if journey types are active in Quality Settings
Verify cases are assigned to journey types
Access denied
Confirm you have CX Performance report permissions
Verify the Customer Experience feature is enabled on your contract
Contact your administrator for access
Incomplete metrics
Cases must have completed evaluations to show metrics
Only published evaluations count toward scores
Case outcomes must be set for inclusion in reports