ACD Widgets

You must have these permissions:

• ACD > ACD Dashboard Widgets > Agent List: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

You can customize the columns:

You must have these permissions:

• ACD > ACD Dashboard Widgets > Agent State Counter: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• Team: Select the teams to include in the widget. Only the agents from the teams you select are displayed.

• Agent: Select the agents to include in the widget from your selected teams in the Teams filter.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget. Only the agents skilled in one of the selected filters are considered.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Agent List: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Click Options next to the agent's name to view the summary of the different states of a specific agent.

You can then select Agent State Details, which displays the agent's State in different colors, the Start Time, Duration, and Skill. This helps you to zoom into the agent's state details.

• The Summary in the Agent State Details displays an agent’s state distribution. It includes a bar chart and percentages for different states. Each category is color-coded and shows the total aggregated time (in hours, minutes, and seconds) in each state throughout the session.

• The Detailed view displays the different states the agent has been in during the agent session, the start time of each state, and the duration spent in each state.

Agent's state colors

Color	State
	Number of agents in the Available state and prepared to handle contacts.
	Number of agents in the Working Contacts & Dialer state. This includes agents actively handling a contact and also agents in an ACW State that allows an agent to complete work requirements after finishing an interaction. state.
	Number of agents in a Logged Out state.
	Number of agents in an Unavailable state.
	Number of agents in the Available & Dialer state.
	Number of agents in the Working Contacts state. This includes agents actively handling a contact and also agents in an ACW State that allows an agent to complete work requirements after finishing an interaction. state.

The refresh rate for agent zoom is 5 to 10 minutes after the agent's state ends.

Agent Contact State Details

Agent state details are available only when the agent is in the Working Contacts and Working Contacts & Dialer state.

An Agent Contact State is a short label that represents a specific stage or action completed by an agent during a customer interaction.

Agent's contact state list

Agent Contact State Name	description
Created	The contact session has just been created.
ACW	The agent is completing after-call work.
ACW Paused	The agent has paused their after-call work.
Ended	The contact session has ended.
Transfer	The contact is being transferred to another agent or queue.
Focused	The agent is actively focused on the contact.
Unfocused	The agent is not currently focused on the contact.
Active	The agent is actively handling the contact.
Outbound	The agent is making an outbound contact.
Hold	The contact is on hold.
Inqueue	The contact is waiting in the queue.
Interrupted	The contact was interrupted, possibly by another task.
Busy	The agent is currently busy with a contact.
Conference	The contact is part of a conference session.
CallBack	A callback has been scheduled for the contact.
PlaceCall	The agent is placing a call to the contact.
EmailDiscard	The email contact was discarded.
EmailReply	The agent is replying to an email contact.
EmailForward	The email contact is being forwarded.
EmailTransfer	The email contact is being transferred.
CallbackPending	A callback is pending for this contact.
Refused	The contact was refused or not accepted.
PauseDetection	The system is detecting a pause in the contact.
Answered	The contact has been answered.
Parked	The contact is parked and waiting.
InQueuePreview	The contact is in preview mode before being handled.
Abandoned	The contact was abandoned before being handled.
Unspecified	The contact state is not specified.
Preview	The agent is previewing the contact before engagement.
Preview-Unfocused	The agent previewed the contact but is not focused.
Connecting	The system is connecting the contact.
Active	The agent is actively working on the contact.
Contact Work-Unfocused	The agent is working on the contact but not focused.
Hold	The contact is on hold while the agent works.
Hold-Unfocused	The contact is on hold and the agent is not focused.
Conference	The agent is in a conference while working on the contact.
Conference - Unfocused	The agent is in a conference but not focused on the contact.
ACW	The agent is completing post-contact tasks.
ACW-Unfocused	The agent is doing post-contact work but not focused.
Ended	The contact session has fully ended.

The Give Award feature allows managers or supervisors to recognize and reward employees by giving them performance-based incentives or awards in the form of coins.

To use Give Award:

1. Click Options next to the agent's name and then click Give Award.

2. The Give Award window displays the name of the selected agent receiving the award at the top. You can also search for specific awards by name.

3. The available awards are displayed in a card-based layout, organized into folders. Each award card shows the award's name, a badge or icon, and the number of coins associated with that award.

4. The awards shown in the dialog box are based on your Give Award permission level and the selected receiving agent's team assignments.

5. If you have the Give Award permission, it will include all awards assigned to the selected agent or their team.

6. When you select an award to give, the coins are deducted from the budget and added to the receiving agent's balance when the award is given.

7. When an agent receives an award, they are informed through notification and an email, of the award they received.

Field descriptions

• Display Name: Define a name for the widget.

• Show logged in agents: Select to see only the agents who are logged in.

• Show logged out agents: Select to see only the agents who are logged out.

• Team: Select the teams to include in the widget. Only the agents from the teams you select are displayed.

• Agent: Select the agents to include in the widget from your selected teams in the Teams filter.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget. Only the agents skilled in one of the selected filters are considered.

You can customize the columns:

You can select from a range of columns to display that include, Agent Name, Team Name, Agent State, Skill Name, Time In State, and Session Time.

• Click to auto size a specific column or all the columns.

• Click to select filter options.

• Click to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrange, then save these changes.

You can sort the columns on the widget. To do a secondary sort of the columns, hold down Shift while sorting.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Agent State Summary: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

The Agent State Summary widget is visible to users with Agent State Summary or Unavailable Statistics widget permissions. It's better to use the Agent State Summary. If users have the Unavailable Statistics permission, we recommend switching it to Agent State Summary.

Field descriptions

• Display Name: Define a name for the widget.

• Show only Unavailable states: Select to view only the unavailable states.

• Date: Select the date you want to view the agent state summary.

• Team: Select the teams to include in the widget. Only the agents from the teams you select are displayed.

• Agent: Select the agents to include in the widget from your selected teams in the Teams filter. Inactive agents are displayed on the dashboard only if the selected date range includes a period when they were active. If the date range includes a period before and after they've become inactive, they will not be displayed.

You can customize the columns:

• Click to auto size a specific column or all the columns.

• Click to select filter options.

• Click to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrange, then save these changes.

You can sort the columns on the widget. To do a secondary sort of the columns, hold down Shift while sorting.

Supervisors can check why many agents have logged out and for how long they were away. They can then take necessary steps to ensure the capacity of agents handling customers is maintained.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Contact States by Skill: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget.

• Channel: Select the channel that you want to include in the widget.

You can customize the columns:

• Click to auto size a specific column or all the columns.

• Click to select filter options.

• Click to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrangement, and then save these changes, even with the View dashboard permission.

Sorting table columns

You can sort the data in the table by clicking a column header. To apply a secondary sort, hold down the Shift key and click another column header.

• The primary sort column displays a 1 next to the column title.

• The secondary sort column displays a 2 next to the column title.

If the number of contacts in queue for a particular skill is high, supervisors can reduce this by increasing the number of agents handling that skill.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Contact List: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• Team: Select the teams to include in the widget. Only the agents from the teams you select are displayed.

• Agent: Select the agents to include in the widget from your selected teams in the Teams filter.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget.

• Point of Contact: Select a point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. or an entry point the customer has used for the interaction to include in the widget.

• Channel: Select the channel attributes that you want to include in the widget.

• Contact States: Select the state of the contact to include in the widget.

You can customize the columns:

• Click to auto size a specific column or all the columns.

• Click to select filter options.

You can personalize your column settings by adjusting the column size, sort, filter, and arrange, then save these changes.

You can sort the columns on the widget. To do a secondary sort of the columns, hold down Shift while sorting.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Interaction Summary:On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• View Data: Controls which columns are shown in the widget. Use this setting to hide columns you do not need.

• Date Range: Configures the time period for the data displayed in the widget. Available options typically include Today, Yesterday, Last 7 Days, Last 30 Days, Last 90 Days, Last Week, Last Month, and Custom Range.

• ACD Filters: Configures which ACD attributes are included in the widget, such as skills, campaigns, or other routing attributes.

• Channel: Configures which channels are included in the widget. This determines whether voice, specific digital channels, or both appear in the results.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Service Level:On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• Time: Select to Include or Exclude a particular time period.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget.

• Channel: Select the channel that you want to view in the widget.

• Direction: Select the direction of the contact, for example inbound, outbound

You must have these permissions:

• ACD > ACD Dashboard Widgets > Queue Counter: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

  You can select the wait time you want displayed on the widget from these options:

  • Longest delay inqueue and callback: It shows the longest delay and includes all contacts inqueue and in the callback state.

  • Longest delay inqueue: It shows the longest delay and includes all contacts in the inqueue state only.

  • Longest delay callback: It shows the longest delay and includes all contacts in the callback state only.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget.

• Channel: Select the channel that you want to include in the widget.

• Contact State: Select the contact state that you want to view in the widget.

• Point of Contact: Select a point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. or an entry point the customer has used for the interaction to include in the widget.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Callback Requests: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget.

• Channel: Select the channel that you want to include in the widget.

• Contact State: Select the contact state that you want to view in the widget.

• Point of Contact: Select a point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. or an entry point the customer has used for the interaction to include in the widget.

This widget is only available for organizations with the PM license.

You must have these permissions:

• ACD > ACD Dashboard Widgets > Dispositions: On

• Dashboard > Dashboards: View

• Dashboard > Dashboards: Edit (optional)

If you cannot access the widgets or Dashboard, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Field descriptions

• Display Name: Define a name for the widget.

• Date range: Define the date range. You can choose from options, like Today, Yesterday, Last 7 days, Last 30 days, Last 90 days, Last Week, Last Month and Custom range.

• Team: Select the teams to include in the widget. Only the agents from the teams you select are displayed.

• Agent: Select the agents to include in the widget from your selected teams in the Teams filter. Inactive agents are displayed on the dashboard only if the selected date range includes a period when they were active. If the date range includes a period before and after they've become inactive, they will not be displayed.

• Campaign: Select the campaign that you want to include in the widget.

• Skill: Select the agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to include in the widget.

You can customize the columns:

• Click to auto size a specific column or all the columns.

• Click to select filter options.

• Click to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrangement, and then save these changes, even with the View dashboard permission.

Sorting table columns

You can sort the data in the table by clicking a column header. To apply a secondary sort, hold down the Shift key and click another column header.

• The primary sort column displays a 1 next to the column title.

• The secondary sort column displays a 2 next to the column title.