Data Share

Your NiCE CXone contact center data is stored in a Snowflake data warehouse. Data Share enables you to access your data. You can access your data in the Snowflake interface, or you can programmaticallyClosed Performing an action using computer code rather than a manual process or user interface. This automates tasks, since they are performed by a program or script, rather than a human. pull it into an external data store. For example, you may have a BI reporting tool, or another similar data analysis tool. This lets you analyze your own data and generate reports using your preferred data analysis tool. It also helps you gain deeper insights and make data-driven decisions about your contact center.

To access your data, you must have a Snowflake account. You can use your own Snowflake account or NiCE can provide you one. Also, Data Share requires a license to use, so you must contact your NiCE account representative to enable it for you.

NiCE-Provided Snowflake Account vs Your Own Snowflake Account

When you purchase a license, you must choose whether you want to use your own Snowflake account or if you want NiCE to provide you one. If you want to switch, contact with your NiCEaccount representative.

This table gives a basic comparison between the benefits of using your own Snowflake account versus a Snowflake account provided by NiCE:

Capability Your own Snowflake Account NiCE-Provided Snowflake Account
Supported cloud storage providers

AWS, Azure, and Google Cloud

 AWS, Azure

Supported regions

Any Snowflake-supported region

 The region where your NiCE CXone instance is hosted.
Number of data shares Up to 25 customizable shares; select tenants per share 1 share per NiCE CXone system
Ability to select which secure views to share Yes No
Ability to select child tenants Yes No
Support for impersonation for NiCE Support troubleshooting No

Yes
Snowflakeprivate listings   No
Cross-cloud and cross-region data sharing Yes No
Data replication behavior Sub‑database replication, updates every minute, availability may lag up to 1 hour Uses NiCE‑managed replication, schedule not configurable by customers
Warehouse sizing Fully customer controlled Must be changed by NiCE upon request
Programmatic access Customer manages Snowflake users and keys Service user with key‑pair auth created in Data Share UI
External data copying Managed fully by customer Data can be copied to your AWS S3 bucket

Additional Notes for Your NiCE‑Provided Snowflake Account

These details apply only when NiCE provides your Snowflakeaccount.

When you create a Snowflake account through NiCE CXone, you become dependent on NiCE for some of the maintenance tasks for the account. You need to contact your account representative if you want to: 

  • Change the warehouse size.

  • Reset your password for your primary Snowflake account if you allow it to expire. Password expiration happens 90 days after your most recent password change.

If you are using Data Share with a NiCESnowflake account and no longer want these dependencies, contact your account representative for help arranging your own Snowflake contract.

  • If your password expires, data sharing stops until the password is updated.

  • You can create a Snowflake service user in the Data Share interface for programmatic access. The interface generates the username and private key used for authentication.

  • You may copy NiCE CXone data from the NiCE Snowflake account to your organization’s AWS S3 bucket.

Additional Notes for Your Own Snowflake Account

This list includes important information for setup and use when using your own Snowflake account:

  • After your Data Sharelicense is enabled, it may take 30–40 minutes before you can create your first data share.

  • A Snowflake account locator cannot be reused for more than one data share.

  • Data Share account names must be unique.

  • You can only modify or delete a data share when its status is Active.

  • If you're creating a new Snowflake account for the Data Share application, you should start with a small warehouse. This is usually large enough for Data Share. If the performance isn't adequate, first optimize your queries. If that doesn't help, you should then upgrade your warehouse size.

Data Share Library

The Data Share library Links opens in a new browser tab is an interactive HTML application that provides detailed information about the Data Share data model. This library of information includes:

  • Glossary: The names and definitions of metrics and attributes shown in the data in Data Share views. Many metrics are the same that are available in NiCE CXone reporting and dashboards.

  • Data Dictionary: The names and definitions of the views and columns in Data Share.  It includes descriptions of different Data Models, ERDs (diagrams) for the different data subject areas, relationships of the views to each other, and their related glossary terms.

  • Other Documentation:

    • Suite data model design changes and paradigm shifts.

    • Different state models for contact, agent, and agent contact events.

    • Updates to the data model and documentation that occur over time.