Automated NICE CXone Agent Scorecards
Every Monday, WebRun signs in to NICE CXone, reads last week's per-agent quality evaluations and handling figures, builds one scorecard per team with the week-on-week movement, files it in the coaching folder on Google Drive, and posts team leads a short WhatsApp summary of who improved and who needs a coaching session.
How do I produce weekly agent quality scorecards for coaching?
WebRun builds your contact center coaching scorecards every Monday. It reads last week's NICE CXone quality evaluations and handling figures per agent, files a dated scorecard with week-on-week movement in Google Drive, and sends team leads a WhatsApp summary of improvements and coaching flags.
- Every agent has a dated scorecard before Monday coaching sessions
- A score that dropped is flagged the same week it happened
- Leads open one file instead of pulling reports by hand
Built for contact center managers · quality analysts · team leads · customer service operations
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.nice.comin a real browser with your saved login - no setup, no API keys. -
1
NICE CXone - read last week's agent results
nice.com
WebRun opens NICE CXone to read last week's agent results. - Sign in to NICE CXone and open the reporting area for last week
- Read the per-agent quality evaluation scores that were completed
- Capture the handling figures your team tracks, such as contacts handled, average handle time, and adherence
- Compare each agent against their own previous week and the team average
Done when Every agent has last week's scores with the movement against their previous week.
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2
Google Drive - file the coaching scorecard
drive.google.com
WebRun opens Google Drive to file the coaching scorecard. - Open the coaching folder in Google Drive and create this week's dated file
- Write one scorecard section per team, with each agent's scores and their movement
- Mark agents whose score fell by more than your coaching threshold
- Keep the previous weeks' files so a coaching conversation has history behind it
Done when This week's coaching scorecard is filed in Google Drive with the movement shown.
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3
WhatsApp - send leads the highlights
whatsapp.com
WebRun opens WhatsApp to send leads the highlights. - Post a short summary to the internal team leads group
- Name the biggest improvement and the agents flagged for coaching
- Link the Drive file for the full per-agent detail
- Keep the message inside the leads group, never to an agent directly
Done when Team leads have this week's highlights and the link to the full scorecard.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does it message agents about their scores?
No. The WhatsApp summary goes only to the internal team leads group you approve during setup. Coaching conversations stay between a lead and their agent.
Can it change a score or complete an evaluation?
No. WebRun reads completed evaluations and reports them. It never scores a contact, edits an evaluation, or changes an agent's schedule or state.
Does it listen to or download call recordings?
No. It reads reported figures and evaluation scores only. No recording is played, exported, or copied into Google Drive.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.