CXone Mpower Data Share enables secure cloud access to your CXone Mpower contact center data using a Snowflake account. You can then export data to your in-house data stores for your own reporting and analytical purposes. This seamless integration empowers your organization to gain deeper insights and make data-driven decisions for improved performance. Data Share requires a license to use, so you must contact your CXone Mpower Account Representative to enable it for you.
CXone Mpower Snowflake Account vs Your Own Snowflake Account
You can use Data Share with a CXone Mpower Snowflake account or using your own Snowflake account. When you purchase a license, you must specify which option you'd like to use, and you can only switch to the other later by working with your NICE Account Representative.
For Data Share configurations with you bring your own Snowflake account:
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Enables Snowflake's private listing feature for secure, customizable cross-account data sharing.
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Enables cross-cloud and cross-region sharing.
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Data replication occurs at the sub-database level. The data refreshes every minute; however it can take up to one hour between when data is produced until it becomes available for you to use. The data is refreshed every minute.
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You can create up to 25 customizable data shares for more granular control over shared data. See the Snowflake documentation
for more information.
| Capability | Data Share with Your own Snowflake Account | Data Share with CXone Mpower Snowflake Account |
|---|---|---|
| Supported cloud storage providers |
AWS, Azure, and GCP |
AWS |
|
Supported regions for Snowflake account |
Any |
The region where your CXone Mpower instance is hosted. |
| Number of data shares per system | Many, with the ability to select which tenants' data to share when you create a new data share | 1 |
| Ability to select which views to share from available secure views | Yes | No |
| Ability to select child tenants | Yes | No |
| Support for impersonation for NICE Support troubleshooting purposes | No |
Yes |
Data Share Library
You can use this interactive HTML application to learn about the data objects in Data Share. This library of information includes:
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Glossary: The names and definitions of metrics and attributes shown in the data in Data Share views. Many are the same that are available in CXone Mpower reporting and dashboards.
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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.
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Other documentation, including:
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Suite data model design changes and paradigm shifts
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Different state models for contact, agent, and agent contact events
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Updates to the data model and documentation that occur over time
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Key Facts About Data Share
With a CXone Mpower Snowflake Account
- You must change your password every 90 days. If you let your password expire, data sharing stops.
With Your Own Snowflake Account
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When your Data Share license is first enabled, it may take 30-40 minutes before you can create your first data share.
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Your organization can have up to 25 data shares. You cannot use the same Snowflake account locator for more than one data share.
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You cannot create more than one data share with the same account name.
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You can only delete or modify a data share with an Active Status.
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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.