The Data Policies - Interactions Volume report provides operational managers with a comprehensive view of product usage and data policy activity across CXone tenants. It consolidates current and historical interaction data to support monitoring, billing, and consumption analysis under various pricing models.
Permissions
You must have these permissions:
-
Dashboard > Dashboard Templates > Data Polices - Interactions Volume: On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (optional)
If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
Create Dashboard using Templates
To create a dashboard:
- Click the app selector
and select Dashboard 
. -
On the Dashboard page click Options
and select New Dashboard. -
Click From Template.
-
From the listed templates, select the template you want to use to create your Dashboard.
-
Add a Dashboard Name. You can add a Description for the dashboard if you want.
-
Click Create.
Data Overview
This prebuilt report includes:
Data Policies - Interactions Volume
Assists Data Policies customers see their monthly interactions volume. These interactions are billed based on their contract.
View Report Data
|
Column |
description |
|---|---|
|
Date |
It displays specific dates. For effective comparison with billing or invoices, it is recommended to use a full month |
|
Audio |
The volume of audio interactions generated by the contact center during the selected period that determines the charges applied by Data Policies. |
|
Digital |
The volume of Digital (DX) interactions generated by the contact center during the selected period that determines the charges applied by Data Policies. |
|
Total Interactions |
The total audio and digital interactions |
|
Analyzed Audio |
The volume of audio interactions analyzed by CXone Mpower analytics during the selected period that determines the charges applied by Data Policies. |
|
Analyzed Digital |
The volume of digital interactions analyzed by CXone Mpower Analytics during the selected period that determines the charges applied by Data Policies, |
|
Total Analyzed Interactions |
The total of analyzed audio + analyzed digital interactions. |
Exported Interactions Summary
Use this to understand the total invoice amount related to exports from the Data Policies application. It helps you track recorded interactions and identify chargeable volumes that exceed your plan’s threshold.
Settings
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.
Click Options and then Settings on the dataset to filter the data you want to see.
Click Export to export the dashboard data in either CSV or Excel formats.
View Report Data
|
Column |
description |
|---|---|
| Date | The month during which the export of interactions occurred. |
|
Total Recorded Interactions |
The overall number of recorded interactions, for example, 5000. |
|
Total Exported Interactions |
The number of interactions exported under Data Policies. |
|
Chargeable Volume |
Interactions above the 5% threshold that incur charges. |
Daily Consumption Summary
Displays daily counts of interactions where approved actions were applied through the Data Policies application. Includes separate totals for voice and digital interactions to help monitor usage under tiered or consumption-based pricing plans.
Click Options and then Settings on the dataset to filter the data you want to see.
Click Export to export the dashboard data in either CSV or Excel formats.
Viewing Report Data
|
Column |
description |
|---|---|
|
Date |
Shows each day in the selected reporting period. |
|
Voice Interactions Acted Upon |
The number of voice interactions where an approved action was applied through the Data Policies application. These interactions count toward your tiered or consumption-based usage. |
|
Digital Interactions Acted Upon |
The number of digital interactions (such as chat or messaging) where an approved action was applied through the Data Policies application. These interactions also count toward your tiered or consumption-based usage. |
|
Total Interactions Acted Upon |
The combined total of voice and digital interactions acted upon under approved Data Policies. |