ACD Reporting Widgets
ACD widgets give you an overview of the contact center's performance. Each ACD widget provides specific data about a certain functionality in your contact center. You can drag and drop the widgets or double-click on the widget to add them to your dashboard. You can also use the settings to add your filters to see the data. They offer a quick view of real-time contact center data as it is collected.
You cannot see these widgets, if your CXone Mpower applications do not include ACD.
You can take a short eLearning that gives an overview of Dashboard and ACD Widgets. This course explores the different ACD Widgets and the widget settings you can use for your dashboards.
Agent State Counter
Data refresh rate: 7-10 seconds
Widget refresh rate: 7 seconds
Duration support: Near real-time
This widget gives an overview of all the different states
that the signed-in agents are currently in, and the number of agents in each state for the current day. It also provides details on the total number of agents signed in to the application.
The percentage of agents in each state is displayed when you hover over the state colors in the pie chart. The agent state colors are:
| Color | State |
|---|---|
|
Number of agents in the Available state and prepared to handle contacts. |
|
Number of agents handling an Inbound contact. |
|
Number of agents handling an Outbound contact. |
|
Number of agents in an Unavailable state. |
|
Number of agents in after contact work ACW state. |
|
Number of agents in an outbound Dialer state. |
Click Options 
and then Settings on the widget to filter the data you want to see in each widget.
Agent List
Data refresh rate: 7-10 seconds
Widget refresh rate: 7 seconds
Duration support: Near real-time
This widget lets you keep track of your agents' current state and their current session information. The Agent List widget organizes the list of agents, grouping those with similar states together. You can view the list of agent states for the selected day, along with a summary of the total time spent in each state.
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You can sort or filter based on agent states. For example, you can filter the agent list to see all the agents in a logged out state and for how long they have been in that state.
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If the widget is sorted by any of its columns and you want to group all agents with similar states in the widget, ensure no column sorting is applied. Click the column header repeatedly until the sorting is removed.
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On Widget Display, you can display the data in your widget as a Table, Chart, or Table and Chart.
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As a viewer, changes you make to the table display of the widget are saved to your personal settings. However, if the dashboard owners make changes to the dashboard after you have saved your modifications, their changes will override your personal settings.
Click Options next to the agent's name to view Agent State Details and Give Reward options.
Using the Widget Display, you can choose from Table, Chart, or Table and Chart options.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
to auto size a specific column or all the columns.
to select filter options.Agent State Summary
Data refresh rate: 5-10 minutes after the agent's state ends
Widget refresh rate: 5 minutes
Duration support: Historical - 90 days
On this widget, you can see the different states of an agent for a selected date, the percentage and duration of time the agent has spent in each of these states. You can also view the states in which the agent has been logged out, for example, break, lunch and meeting.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Contact States by Skill
Data refresh rate: 7-10 seconds
Widget refresh rate: 7 seconds
Duration support: Near real-time
The Contacts States by Skill widget shows the status of the contacts currently active in the system, grouped by skills.
You can see the different states for the each skill:
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Pre Queue: The contact is routing through the system.
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In Queue: The contact is actively in the queue.
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Active : The contact is communicating with an agent.
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On Hold: The contact is on hold.
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Post Agent: The system removes the contact from the queue after interacting with an agent.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Contact List
Data refresh rate: 7-10 seconds
Widget refresh rate: 7 seconds
Duration support: Near real-time
The Contact List widget displays the active contacts in the different states. It also shows the time the contacts have been in that state, the skill, the agent handling the contact, and the channel used.
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The widget shows all active contacts (contacts that are not closed).
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If there are fewer than 20,000 active contacts, the widget shows all of them.
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If there are more than 20,000 active contacts, the widget shows the most recently updated 20,000 contacts first.
When you click on the Contact ID, the contact zoom window displays the different states the contact has been, along with the Start Time and Duration in that state. The contact zoom feature refreshes within 5 to 10 minutes after the contact ends.
Click Options and then Columns 
to select the columns you want to show on the widget, like Contact ID, State, State Time, Contact Time, Agent Name, Skill Name, Campaign Name, Media Type, Media Subtype, and Direction.
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High Proficiency, Low Proficiency, and Routing Attribute are columns related to bullseye routing. Bullseye routing improves call handling by adjusting agent availability according to their skills and routing needs. This reduces waiting periods and ensures prompt responses. Click here to know more about bullseye routing.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Service Level
Data refresh rate: 5-10 minutes after the end of contact
Widget refresh rate: 90 seconds
Duration support: Historical - 1 day
This widget shows the percentage and the number of contacts that interacted with an agent for a particular skill and met the defined service level threshold as compared to the ones that did not meet it for the current day.
The Service Level widget displays data for only contacts that have ended. Data is updated once a contact has ended. Live contacts are not included in the widget's data representation and, therefore, are not included in the calculation of the InSLA and OutSLA metrics.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Queue Counter
Data refresh rate: 7-10 seconds
Widget refresh rate: 7 seconds
Duration support: Near real-time
The Queue Counter widget shows the number of contacts currently in queue and the longest duration of time a contact had to wait to connect to an agent.
You can use this widget to decide if you need to increase the number of agents or if agents can take extra time to handle specific customers.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Callback Requests
Data refresh rate: In Queue 7-10 seconds, successful and failed 5-10 minutes after the contact ends
Widget refresh rate: 7 seconds
Duration support: Near real-time
Using this widget, you can view all the callback interactions for the current day, along with the status of each callback interaction.
This widget gives an overview of the active callback requests:
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Number of callback requests in queue: The number of customers in the queue to receive a callback. A callback request has been made, but the agent has not yet made the callback.
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Number of successful callback requests: The number of customers that requested a callback and successfully connected with an agent.
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Number of failed callback requests: The agent could not connect with the customer due to a busy signal, or the customer did not respond.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Report
Data refresh rate: 1 minute
Duration support: Historical - 90 days of detail data
The report widget provides a digitally enhanced reporting solution in the dashboard. There are two Digital First reports that you can select on this widget:
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Agent contact detail report: The Agent Contact report shows an agent's level of activity during different interactions with a contact, such as Agent-Customer or Agent-Agent.
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Contact detail report: The Contact Detail report displays the measures of a Contact's activity and focuses on tracking how much time a contact spends in different contact states through various metrics.
The Agent Contact Detail and Contact Detail reports can be exported directly from the report widget in both CSV and Excel formats.
Click Options and then Settings on the widget to filter the data you want to see in each widget.
Dispositions
Data refresh rate: 4 hours
Duration support: 25 months
The Dispositions Widget helps you manage and understand disposition data on your dashboard. It organizes customer interactions into different categories, making it easier to follow and improve these interactions. By presenting important data clearly, it provides a better understanding of performance metrics.
New dispositions require a processing period of up to 24 hours before appearing in the dashboard.
On Widget Display, you can display the data in your widget as a Table, Chart, or Table and Chart
Click Options and then Settings on the widget to filter the data you want to see in each widget.