Prebuilt Reports

This page provides you with a comprehensive list of prebuilt reports and the datasets available within each report. Additionally, it includes a list of datasets included in each report. Clicking on a template name will direct you to the prebuilt report page for detailed information. Clicking on a dataset name will direct you to view detailed data within the dataset.

Report Name	Description	Domain	Dataset	Persona
Abandons by Skill	Provides the total number of times a contact abandoned in each skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge..	Omnichannel	Abandons by Skill	Supervisor
Agent Behavior Insights	Provides a comprehensive view of agent behavior by analyzing interactions and delivering key behavioral metrics.	QM	My Agents Widget Behavior Score Widget Interactions Trend Widget Agent Summary Widget Interactions Behavioral Summary Widget	Supervisor, Quality Manager
Agent Contact Performance & History Report	Provides in-depth data on agent performance such as the number of call the agent put on hold or the number of times the agent consulted.	Omnichannel	Agent Contact Performance Agent Performance Key Performance Indicators Agent Contact History & Performance	Agent, Manager, Supervisor
Agent Session	Provides details about agent session, including both available and unavailable times.	Omnichannel	Agent session detail Agent's unavailable detail	Agent, Supervisor
Coaching Transactional Report	Provides the ability to view Coaching details for agents and teams.	QM	Coaching Session Type Summary Coaching Session Focus Area Summary Coaching Session Status Summary Coaching Transaction Details	Supervisor
Evaluations By Section and Question	Displays data for agent evaluations, broken down by the sections and questions in a single evaluation form.	QM	Average Score by Team Widget Average Score by Section Widget Average Score by Agent Section and Question Score Widget Question Details Widget	Supervisor, Quality Manager
List of Agent Details	Provides an overview of all agent details, roles, and performance, including historical data.	Omnichannel	Current list of agents Historical list of agents	Manager, Supervisor
Skill Proficiency	Provides agent proficiency levels for ACD skills.	Omnichannel	Skill proficiency Proficiency Details	Manager, Supervisor
Agent Skill Assignment	Provides details of each agent's assigned skills, average proficiency and number of skills.	Omnichannel	Agent skill assignment	Manager, Supervisor
Calibration	Provides help to calibrate evaluation forms.	QM	Time Period Filter Form Filter Evaluator Filter Report By Filter Version Variance Tracking	Quality Manager, Supervisor
Contact States by Interval Report	Provides the ability to view the number of contacts in each state The availability status of an agent. for a selected time period.	Omnichannel	Contact States by Interval Seconds Copntact States by Interval Minutes	Supervisor
Evaluation Question and Answer Analysis	Provides assistance in analyzing the quality of the questions and answers in an evaluation form.	QM	Question and Answer Summary Table Evaluation Question Details	Supervisor
List of Teams	Provides the full list of teams.	Omnichannel	Current list of teams Historical list of teams	Supervisor
List of Campaigns	Provides a list of all campaigns available at the tenant.	Omnichannel	Current list of campaigns Historical list of campaigns	Manager, Supervisor
List of Skills	Provides a full list of skills.	Omnichannel	Current list of skills Historical list of skills	Agent, Manager Supervisor
List of Unavailable Codes	Provides a filterable, in-depth view of all unavailable codes, both default and custom, for your contact center.	Omnichannel	Current List of Unavailable Codes Historical List of Unavailable Codes	Supervisor
Evaluator Analysis Report	Provides details on evaluator performance and evaluation progress within quality plans and evaluations	QM	Evaluator performance Quality plan evaluation status Evaluation details	Manager, Supervisor, Evaluator
Evaluations By Team	Provides evaluation data across all channels for both teams and agents.	QM	Evaluations by Agents	Manager, Supervisor, Evaluator
Evaluations Details	Provides data for all types of evaluations.	QM	Evaluations Details	Manager, Supervisor, Evaluator
Activity Audit	Displays general activities across your CXone Mpower system.	General	Activity Audit	Supervisor, Operation Manager
Change Audit	Displays general change activities across your CXone Mpower system.	General	Change Audit	Supervisor, Operation Manager

View the Quality Evaluation Widget

All QM prebuilt reports use the Quality Evaluation widget dataset. When creating your own report you can add this widget. It always shows the current data for the selected time frame.

To use the Quality Evaluation widget on the Reports page:

Click the app selector and select Dashboard .
Click Create My Report.
Pick a prebuilt report to use as a starting point.
Enter a name in My Report Name. Add a Description if needed.
Click Create.
Add the Quality Evaluation widget.
Click Save.

Your new report will appear on the My Reports tab.