Widgets

This table provides an overview of the widgets available for your Digital Experience dashboards. Widgets are configured for a time period you specify and can be filtered to either include or exclude data based on the parameters shown in the Details column.

As of the 24.3 release, these reporting options are no longer available. If you used Digital Experience prior to that release, you should transition to use CXone Mpower Dashboard to manage digital reports, dashboards, and widgets. The following information only relates to a legacy reporting option available through the Digital portal in CXone Mpower that is being deprecated.

Widget	Category	Details
Opened & Resolved Cases	General	A dotted line graph with two lines displaying the number of cases The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. opened and the number of cases closed per day or hour. Filter by: routing queues, channels or clusters, custom fields, tags, and agents.
Inbound & Outbound Volume Evolution	General	A dotted line graph with two lines displaying the inbound volume The total number of interactions, including digital posts and comments, usually within a defined time. received and outbound volume sent per day or hour. Filter by: channels or clusters, tags, and sentiments.
Sum of Opened Cases	General	The number of cases opened. Filter by: routing queues, channels, custom fields, tags, and agents.
Sum of Resolved Cases	General	The number of cases resolved. Filter by: routing queues, channels, custom fields, tags, and agents.
Sum of Inbound Volume	General	The number of inbound messages received in the specified time period. Filter by: channels, tags, and sentiments.
Sum of Outbound Volume	General	The number of outbound messages sent. Filter by: channels, tags, and sentiments.
Sum of Cases	General	The number of cases created. Filter by: routing queues, channels, custom fields, tags, agents, and case statuses.
Sum of Volume	General	The number of messages sent and received. Filter by: channels, tags, agents, sentiments, and message read status.
Sum of Unique Customers	General	The number of unique contacts agents handled. Filter by channels, custom fields, and agents.
Number of Customers Abandoning LiveChat	General, LiveChat	The number of contacts who abandoned a live chat interaction.
Volume per Week Day	Workforce Engagement	A bar graph displaying the average number of inbound and outbound messages per day of the week. Filter by: channels, tags, and sentiments.
Volume per Hour	Workforce Engagement	A bar graph displaying the average number of inbound and outbound messages per hour of the day. Filter by: channels, tags, and sentiments.
Opened Cases per Week Day	Workforce Engagement	A bar graph displaying the average number of new cases opened per day of the week. Filter by: routing queues, channels, custom fields, tags, and agents.
Opened Cases per Hour	Workforce Engagement	A bar graph displaying the average number of new cases opened per hour of the day. Filter by: routing queues, channels, custom fields, tags, and agents.
Backlog Volume Evolution	Workforce Engagement	A dotted line graph displaying the number of unread messages per day or hour. Filter by: channels, tags, agents, and sentiments. If an agent responds to one of the unanswered messages on the source platform, it no longer appears on the graph.
Active Case Status Breakdown	Workforce Engagement	A table displaying the current number of new, open, pending, and escalated cases per agent, channel, or queue. Filter by: routing queues, channels, custom fields, tags, and agents.
Sentiment Volume Evolution	Sentiment	A line graph displaying the total number of positive, neutral, and negative inbound or outbound messages per day or hour. Filter by: channels, tags, and sentiments.
Sentiments per Channel	Sentiment, Channels	A bar graph displaying the total number of positive, neutral, and negative inbound or outbound messages per channel. Filter by: channels, tags, and sentiments.
Case Sentiment Volume Evolution	Sentiment	A dotted line graph displaying the total number of positive, neutral, and negative cases per day or hour. Filter by: routing queues, channels or clusters, custom fields, tags, agents, or sentiment.
Channel Volume Evolution	Channels	A dotted line graph displaying the total number of inbound, outbound, or total messages sent and received per channel and per day or hour. Filter by: channels, tags, and sentiments.
Channels Performance	Channels	A table displaying the following data per channel: Inbound — Number of inbound messages received. Outbound — Number of outbound messages sent. Opened Cases — Number of cases opened. Resolved Cases — Number of closed and resolved cases. Avg. FRT First Response Time — Average amount of time it took an agent to send the first response to the case. Avg. RT Resolution time, sometimes called solution time. — Average amount of time it took for a case to be resolved. Avg. Agent Responses per Case — Average number of outbound messages agents sent per case. Avg. Customer Responses per Case — Average number of inbound messages agents received per case. Response Rate per Case — Percentage of cases that agents responded to. Positive, Neutral, Negative — Number of posts per sentiment. Sentiment — The satisfaction rating for the channel, if satisfaction surveys are active for the account and channel. Filter by: channels and agents.
Tags per Channel Volume	Channels, Tags	A bar graph displaying the number of times each tag was applied to a message per channel. Filter by: channels, tags, and sentiments. You can also configure the graph to include only the most commonly used tags.
Tag Volume Evolution	Tags	A dotted line graph displaying the number of times each tag was applied to inbound, outbound, or both types of messages per day or hour. Filter by: channels, tags, and sentiments. You can also configure the graph to include only the most commonly used tags.
Tag Relations	Tags	A bar graph displaying the number of times each tag was applied to the same message as each other tag. Filter by: tags, channels, and sentiments.
Sentiments per Tags	Tags	A bar graph displaying the number of times each sentiment was applied to the same message as each tag. Filter by: channels, tags, agents, and sentiments.
Responses in Cases Breakdown	Responses	A circle graph displaying the percentage of cases where a certain number of contact, agent, or total messages were sent and received. Filter by: routing queues, channels, custom fields, and tags. You can also specify the number range of responses you want to appear separately in the graph.
Average Number of Agent Responses per Case	Responses	The average number of messages agents sent per case. Filter by: routing queues, channels, custom fields, tags, and agents.
Average Number of Customer Responses per Case	Responses	The average number of messages contacts sent per case. Filter by: routing queues, channels, custom fields, tags, and agents.
Average Number of All Responses per Case	Responses	The average number of total messages sent and received per case. Filter by: routing queues, channels, custom fields, tags, and agents.
Average Number of Agent Responses per Post	Responses	The average number of messages agents sent per post A social media thread stems from one original post. A post can result in multiple threads from various contacts.. Filter by: channels.
Average Number of Customer Responses per Post	Responses	The average number of messages contacts sent per post. Filter by: channels.
Average Number of All Responses per Post	Responses	The average number of total messages sent and received per post. Filter by: channels.
Read Time Evolution	Responses	A dotted line graph displaying the average number of minutes it took for an agent to read a new incoming message per day or hour. Filter by: channels, custom fields, tags, agents, and sentiments.
Average First Response Time Evolution	KPIs	A dotted line graph displaying the average amount of time it took to resolve new cases per day or hour. Filter by: channels or channel clusters and custom fields. You can also configure settings to exclude values from the report that are above a certain number if you believe values that high were reported by mistake.
Average Resolution Time Evolution	KPIs	A dotted line graph displaying the average number of minutes each case took to resolve per day or hour. Filter by: channels or cluster channels and routing queues. You can also configure settings to exclude values from the report that are above a certain number if you believe values that high were reported by mistake.
Average First Response Time Breakdown	KPIs	A circle graph displaying the percentage of cases that received the first agent response in a certain amount of time. Filter by: routing queues, channels, and custom fields. You can specify time periods for the graph breakdown. You can configure settings to exclude values from the report that are above a certain number if you believe values that high were reported by mistake. You can also specify the number range of responses you want to appear separately in the graph.
Average Resolution Time Breakdown	KPIs	A circle graph displaying the percentage of cases resolved in a certain period of time. Filter by: routing queues, channels, and custom fields. You can specify time periods for the graph breakdown. You can configure settings to exclude values from the report that are above a certain number if you believe values that high were reported by mistake. You can also specify the number range of responses you want to appear separately in the graph.
First Contact Resolution vs Multiple Touches	KPIs	A bar graph comparing the number of cases resolved in the first response against the number of cases resolved in multiple responses. Filter by: routing queues, channels, and custom fields.
Response Rate per Post	KPIs	A circle chart displaying the percentage of wall posts, customer posts, or any posts where an agent responded to a contact comment and of those where no agent responded to a contact comment. Filter by: channels and custom fields.
Average First Response Time	KPIs	The average amount of time it took for an agent to respond to a new message. Filter by: routing queues, channels, custom fields, tags, and agents. You can also configure settings to exclude values from the report that are above a certain number if you believe values that high were reported by mistake.
Average Resolution Time	KPIs	The average amount of time it took to resolve a new case. Filter by: routing queues, channels, custom fields, tags, and agents. You can also configure settings to exclude values from the report that are above a certain number if you believe values that high were reported by mistake.
Cases Lifecycle	Special	A dotted line graph displaying the average resolution time, first response time, and assign time per day or hour. Filter by: routing queues, channels, and custom fields.
LiveChat Average Handling Time	Special, LiveChat	A dotted line graph displaying the average amount of time it took for agents to handle a live chat interaction per day or hour. Filter by: routing queues.
LiveChat Opened Cases per Country	Special, LiveChat	A circle graph displaying the percentage of total cases opened per country. Filter by: routing queues.
LiveChat Opened Cases per Language	Special, LiveChat	A circle graph displaying the percentage of total cases opened per language. Filter by: routing queues.
Subject Entity Count	Special	A table listing the subjects mentioned in interactions and the number of mentions in order of frequency. Filter by: channels, tags, and sentiments.
Subject Entity Word Cloud	Special	An image composed of the most mentioned subjects in messages. The size of the word corresponds to the number of mentions. Hover over a word in the chart for an exact number of mentions and other information. Filter by: channels, tags, and sentiments.
Agents Performance	Agents	A table listing agents and their performance in the following metrics: Resolved Cases — The total number of cases the agent closed or resolved. Opened Cases — The total number of cases the agent opened. Outbound Volume — The total number of messages the agent sent. Response Rate per Case — The percentage of total cases the agent responded to. Avg. FRT — The average amount of time it took the agent to send the first response to a new case. Avg. RT — The average amount of time it took the agent to resolve a new case. Avg. Agent Responses per Case — The average number of messages the agent sent per case. Avg. Customer Responses per Case — The average number of messages sent to the agent per case. Filter by: channels, custom fields, tags, and agents.
Agent Activities Evolution	Agents	A dotted line graph displaying the total number of each action type agents took per day or hour. Filter by: channels, custom fields, and agents.
Agent Activities Breakdown	Agents	A circle graph displaying the agent actions, with sections and percentages for each individual type of action. Filter by: channels, custom fields, and agents.
Time Tracking - Agent Overview	Agents	A table listing agents and the amount of time they spent in each status. Filter by: agents.
User Statuses - Agent Overview	Agents	A table listing agents and their current status. Filter by: agents.
Overall Satisfaction	Satisfaction Surveys	The number of contacts who indicated satisfaction. Filter by: channels, custom fields, tags, and agents.
Average Case Score by Agent	Satisfaction Surveys	A table listing agents and their average satisfaction scores. Filter by: routing queues, channels, custom fields, tags, and agents.