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	Report Requirements and Limitations Data Overview	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
Digital Agent Summary	Provides a high-level view of agent activity across digital channels, helping supervisors monitor performance and engagement.	Digital	Agent Contacts by Agent Messages by Agent KPI Widget Digital Messages Summary Detailed Digital Messages	Supervisor, Manager
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 Assignments	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	Evaluator Calibration Forms Calibration Form Detail View Evaluator Detail View	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
Analytics Category Statistics	Displays data according to categories such as billing and technical support	Analytics	Category Summary by Sentiment Widget Sentiment Interaction Details Widget	Analyst, Manager, Supervisor
Analytics Metric Statistics	Enables managers to follow up on their agents' performance to improve customer satisfaction and operational efficiency	Analytics	Analytics Sentiment Metrics Summary Widget Agent Sentiment Interaction Details Widget	Analyst, Manager, Supervisor
Analytics Metric Trend Report	Displays changes for any analytic metric at the category, team, or agent level. It can help you identify changes in the metric trend and view interaction details during periods of change.	Analytics	Metric Over Time Widget Category Sentiment Interaction Widget	Analyst, Manager, Supervisor
Calibration	Automatically tracks variance between evaluators and individual evaluator performance.	QM	Evaluator Calibration Forms Calibration Forms Calibration Form Detail View Form Detail View Evaluator Detail View	Manager
Callback Detail	Provides more insight into contacts that experienced a callback state.	Omnichannel	View Callbacks by Skill Widget View Callbacks Over Time Widget View Callbacks Over Time Widget Callback Intervals by Skill Table Callback Detail Table	Manager, Supervisor
Campaign Summary	Displays information about the active campaigns A grouping of skills used to run reports. in your organization.	Omnichannel	Contacts Over Time Handled Contacts by Campaign Campaign Averages Campaign Summary	Manager, Supervisor
Copilot for Supervisors Usage	Displays billing-related usage for Copilot for Supervisors product that affect monthly charges.			Manager
CXone Billing	Displays billing-related usage for CXone products that affect monthly charges. It provides daily counts and agent‑level details for key AI and digital capabilities, so you can see what is driving billed usage.		Real-Time Interaction Guidance RTIG-Peak Users By Day Bot Builder Interaction Summary Agents Summaries Agents Received Summaries Per Day Agents Received Summaries Per Day Digital Foundations Enlighten Copilot	Manager
Quality Management Advanced AI Usage	Provides visibility into the consumption of advanced AI features within Quality Management. It tracks usage for Evaluation Summary and Auto Score, enabling Quality Managers to monitor adoption and performance trends.	QM	Evaluation Summary Usage Overview Auto Score Usage Overview	Manager
Recording Activity	Provides a summary and detailed view of which interactions are being recorded and which are not. It helps supervisors and managers monitor recording performance against contact center policies and KPIs.	Recording	Interaction Overview Interactions Over Time Interaction Status by Team Interaction Status by Skill Interaction Status by Agent Not Recorded by Reason Recording Alerts Interaction Recording Details	Supervisor, Manager
Recording Export API - SEA Usage Report	Helps to monitor how many interaction files are copied or moved to the SEA folder each month.	Recording	Data Overview	Administrators
Recording Export API Usage Report	Provides a comprehensive view of API usage, including detailed metrics for downloaded and played-back recordings.	Recording	Data Overview	Administrators
Data Policies - Interactions Volume	Provides operational managers with a comprehensive view of product usage and data policy activity across CXone tenants.	General	Data Policies - Interactions Volume Exported Interactions Summary Daily Consumption Summary	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.