Reports and Dashboards

There are several ways you can analyze and report on activity in Digital First Omnichannel.

CXone Reports

Some CXone reports provide information about Digital First Omnichannel:  

  • If your organization uses Performance Management, you can use the integration between it and Digital First Omnichannel to include digital metrics in your Performance Management dashboards.

Digital First Omnichannel Reports

Digital First Omnichannel provides these reporting options from the Digital First Omnichannel portal:

  • Activities log: The log allows you to view activity in Digital First Omnichannel. You can use filters to limit the activity you see by channel, tag, agent, and date.
  • Login Report: This report, in Digital First Omnichannel Settings, shows a history of users logging in to and out of the Digital First Omnichannel 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 First Omnichannel Settings, shows a history of activity in the Digital First Omnichannel 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 First Omnichannel reports use the DD/MM/YYYY format. The date format isn't a configurable option.

Digital First Omnichannel Dashboards

Digital First Omnichannel dashboards are graphical reports you can create and customize in the Digital First Omnichannel 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 channelClosed Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger and again for your Facebook social channelClosed 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.