There are several ways you can analyze and report on activity in Digital Experience.
CXone Reports
Some CXone reports provide information about Digital Experience:
- The Digital Engagement CDR report, which includes digital
Any channel, contact, or skill associated with Digital Experience. metrics. - The Digital Agent Set for Voice report, which shows you which digital agents An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. have voice skills during a given billing month. This is helpful if your organization uses the digital seat billing model.
- The Voice Agent Set for Digital report, which shows you which voice have digital skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge during a given billing month.
- The Digital Agent Contact Performance report displays information for digital skills and metrics specific to digital contact handling.
- The Digital Messages report provides metrics to show how agents are performing with digital contacts. It provides valuable data on average number of messages sent, response times, and so forth.
- The CXone Billing report includes a Digital Foundations tab providing billing details for digital messages.
- If your organization uses Performance Management, you can use the integration between it and Digital Experience to include digital metrics in your Performance Management dashboards.
Digital Experience Reports
Digital Experience provides these reporting options from the Digital Experience portal:
- Activities log: The log allows you to view activity in Digital Experience. You can use filters to limit the activity you see by channel, tag, agent, and date.
- Login Report: This report, in Digital Experience Settings, shows a history of users logging in to and out of the Digital Experience portal. You can see the user's name and IP address, as well as the date and time of their activity.
- Admin Report: This report, in Digital Experience Settings, shows a history of activity in the Digital Experience portal. You can use filters to limit the data you see by date, user, and type of activity. This report shows you the user's name and IP address as well as a description of each logged activity.
Dates in these Digital Experience reports use the DD/MM/YYYY format. The date format isn't a configurable option.
Digital Experience 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.
Digital Experience dashboards are graphical reports you can create and customize in the Digital Experience portal. Dashboards are highly customizable. You can create multiple dashboards for different purposes and customize each one with widgets. Your dashboards can be private or shared with other users.
There are 10 categories of widgets you can choose from, including sentiment, channels, agents, and tags. You can use the same widget multiple times in a single dashboard to display different data points. For example, on your Facebook dashboard, you could use the Average First Response Time evolution widget once for your Facebook messaging channel Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger and again for your Facebook social channel Public social media interactions, such as on Facebook or Twitter.
You can export dashboard widgets individually to an image or a spreadsheet file as needed.