Manage Reports and Dashboards

Refer to CXone Dashboard to manage digital reports, dashboards, and widgets. The following information only relates to a legacy reporting option available through the Digital portal in CXone that will eventually be deprecated.

Create a Dashboard

The Dashboards screen in Digital Experience, where you can view and create dashboard reports.
  1. In the Digital Experience portal, click Reports in the top menu bar.
  2. Click Create new dashboard.
  3. Enter a Dashboard name.
  4. Set the Visibility as Private, Public - View Only, or Public - Editable.
  5. If you set the Visibility to Private, select any individual users you want to be able to access the dashboard.
  6. Click Save Dashboard.

Add Widgets to a Dashboard

After you create a dashboard, you need to add widgets to it. Widgets allow you to customize the data you can view on a dashboard. For each widget, you can choose the data it shows. You can add the same widget more than once to the same dashboard and have each one show you different data.

After you add widgets to a dashboard, you can: 

  • Rearrange the widgets in your dashboard—Click the title bar of the widget and drag it where you want.
  • Delete a widget—Click the 3 dots in the top right corner of the widget and click Delete.
  • Export data from a widget—Click the 3 dots in the top right corner of the widget and select Export to .xlsx or Export to .png.
The page where you can add a widget to a dashboard. On this page, you select the widget category and choose from the widgets available in that category.
  1. In the Digital Experience portal, click Reports in the top menu bar.
  2. Under Dashboards, click the dashboard you want to modify.
  3. Click Add Widget.
  4. Select a widget category from the list. For example, click Sentiment to view all of the widget options in this category.
  5. Under All Widgets, click the widget you want to add to your dashboard.
  6. Click Select values.
  7. Enter a name for the widget in the Title field.
  8. From the Volume Type drop-down list, select whether you want this widget to display information about Inbound messages, Outbound messages, or All messages.

  9. Customize the data that appears in the widget. Fields vary depending on the widget you selected, and may include options such as channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., routing queueClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case., and date.

    Field

    Details
    Break down case statuses by Specify whether you want the Active Case Status Breakdown report to display data about Agents, Channels, or Queues.

    Channels/Clusters

    Select whether you want to filter by channels or by channel clusters.
    Routing queues

    Specify routing queuesClosed Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact that you want to include in the widget data.
    Tags for chart's x-axis Specify the tags you want to compare to other tags in the Tag Relations widget.
    Custom fields

    Select the custom case fields you want to include in the widget data.
    Split date range by

    Select whether you want a dot to appear on the line graph for each hour or each day.
    Show last x minutes Specify how many minutes in the past you want the widget to display data at the earliest. This field replaces the Choose date field in some widgets.
    Show only top: x tags Specify that only the most commonly used tags appear in the widget data, and how many.
    Exclude distorted values from the report Specify whether you want to exclude FRTClosed First response time and RTClosed Resolution time, sometimes called solution time values higher than a certain threshold from the widget to weed out inaccurate data.
    From, To

    Specify up to 6 different value ranges for circle charts.
  10. Click Save widget.
  11. Continue to add widgets until the dashboard displays the data you want.

Create Clusters of Channels for Widget Reporting

You can create clusters of channels that you can use in some widgets. A cluster is a group of channels whose data you want to view as a single entity.

You can access the page to create clusters in the Digital Experience portal. You can also access this page from setup page of any widget that allows you to select a cluster for reporting.

The Clusters page, where you can create a cluster of channels for dashboard widgets in Digital Experience.
  1. In the Digital Experience portal, click Settings > Channels > Clusters.
  2. Click Create Cluster.
  3. Enter a Name for this cluster.
  4. Click each channel that you want to include in this cluster.
  5. Click Save Cluster.

Generate the Activities Log

The Activities Log page, where you can view and filter the activities of your agents.
  1. In the Digital Experience portal, click Reports in the top menu bar.
  2. Click Activities log.
  3. Use the filtering drop-downs if you want to limit the log by channel, tag, agent, date, or any combination of these.
  4. Use the sorting drop-down to select your sort field and order.
  5. If you want to view the caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. for a specific activity, click the pop-out icon in the upper right corner of the activity entry.

Generate an Admin Report

  1. In the Digital Experience portal, click Settings > Account > Admin Report.
  2. Enter the starting and ending dates for the time period you want to report on.
  3. From the All Types drop-down list, select the type of activity you want to limit the report to.
  4. From the All Users drop-down list, select the user whose activity you want to view.
  5. Click Filter.

View an Activities Log Report

The activity log report allows you to filter the activities you can see.

  1. In the Digital Experience portal, click Reports in the top menu bar.
  2. Click Extras > Activities log.
  3. Select one or more filter options to fine-tune the list of activities in the log. If you don't select any filter options, the log will contain all activities. You can filter based on:
    • Channel—Select the channel you want to view from the drop-down list.
    • Tag—Click the drop-down list and select one or more tags to view activity related to that tag.
    • Agent—Click the drop-down list and select one or more agents to view the agents' activities.
    • Date—Click the drop-down list and click a single day on the calendar that appears. You can also select a date range by clicking the first date followed by the last date in the range.
  4. The activities log updates the data it shows with each change to the filter.

Export Activity Data

When you export activity data, you can filter by date. You can also choose to export data about posts and comments or the entire activities log. If you want more detailed filtering options, you need to use the Activities log page.  The Activities log page provides the ability to view data but not export it.

The page in the Digital Experience admin portal where you can export data to a file.
  1. In the Digital Experience portal, click Reports in the top menu bar.
  2. Click  Export.
  3. To export posts and comments for a specific time period:
    1. Enter values in the From and To fields using the date pickers.
    2. Click XLSX or CSV to choose the format for your exported file.
    3. Click Export.
  4. To export an activities Log:
    1. Enter values in the From and To fields using the date pickers.
    2. Click XLSX or CSV to choose the format for your exported file.
    3. Click Export.