Custom Report Templates

Custom report templates produce a custom report. You define the details of a template, such as the metrics, parameters, and recipients, and CXone generates the report according to your specifications. You can add a schedule to the template, or you can manually generate the report directly from the template. If you generate a report manually, it immediately downloads from your browser. If you schedule a template to run, CXone generates the report and distributes it to your recipients list by email. Custom reports allow you to:

  • Customize reports to meet your organization's needs.
  • Personalize reports for specific positions or roles.
  • View custom data to identify and solve unique problems.

Key Facts About Custom Report Templates

  • Reports can target agent data, contact data, or IVR data.
  • You can generate high-level information about your contact center overall, or drill down into subtle details.
  • You can generate data based on the moment a contact entered your system, or based on the time intervalClosed A period between points, limits, or events, such as dates or times of the day.
  • You can organize and customize these reports with unique categories or headers.
  • You can send reports from these templates to CXone user email addresses, external email addresses, or to an exterior SFTP server.
  • Be aware of the two types of date ranges, dynamic and static:
    • Dynamic — pre-set time frames that change in reference with the current date. These are particularly useful when scheduling a report to run at a certain interval. Examples are: Today, Yesterday, The Last 7 Days, and so forth.
    • Static — specific dates that do not change in reference to the current date. Examples are: 12/03/2020 (specific date) or 17/09/2020-18/09/2020 (specific date range).

CXone stores 25 months of contact summary data and 90 days of contact detail data. You should only run 30 days of data at a time, or you run the risk of the report timing out. If you choose to run a report with more data, a best practice is to use a schedule.

Global Custom Report Templates

NICE CXone provides pre-built custom report templates for you to leverage. You cannot edit these templates directly, but you can copy them and change the copy. These global reports have negative IDs and are the same across all tenants. You can access these global templates in the custom reports table (ReportingCustom Reports).

Template Name

Description Or Correlating Report

Abandon by ANI (MTD) This report displays details related to only abandoned calls, by displaying information such as the following: Date Skill Name Service Level Threshold ANI/From Contact ID DNIS/To Contact Start Date Time Contact End Date Time Abandon Time
Agent Login Details By Percentage This is an Agent report providing info on the % of time that the agent has spent including Available, Inbound Time , Outbound Time, Unavailable Time and Working Rate.
Agent Login Details w Dialer This is an Agent report providing info on the agents login details, including Wait Time from the dialer.
Agent Login Time Details Similar to the Admin and Agent Login Data Download Report.
Agent Refusal Report This report is similar to the Data Download Report but includes Agent Name, Skill #, Skill Name, Team Name, Media Type and Refuse time. This report DOES NOT include Station ID or Refusal Reason
Agent Transfers Shows original skill name and original agent and to which skill and agent the caller was transferred within a business unit.
Agents Occupancy Report (MTD) This Occupancy report shows the breakdown of time agents handle contacts vs. waiting for contacts to arrive and/or in the unavailable state. Since this is often referred to as Agent Utilization or Percent Utilization, this shows the related activity compared to the logged in time.
Callback Request Report This is a contact report providing info on the number of calls that requested a callback within the current month.
Campaign Summary by Skill - Detail Similar to the Campaign Summary by Skill Report.
Campaign Summary by Skill (Summary) Similar to the Campaign Summary by Skill Report.
Commitment Report This is a duplicate of the All Callbacks Report, providing a detailed list of commitments scheduled, broken and made for a selected time frame. This report shows Date, Contact ID, Commitment Broken Date, Commitment Broken Time. Commitment Kept Time, Commitment Made Time, Contact Agent Name, Contact Skill Name, Commitment First Name, Commitment Last Name, Commitment Phone Number and every Commitment.
Contact History Report This is a duplicate of the Contact History Report, providing a detailed list of contacts offered and handled for a selected time frame. This report does not show Phone Type or Logged but it adds additional layers of info likle PreQ, PreQ Abandons, IVR Time, Queued, Inbound Handled, Abandons, Abandon Time, Outbound, Outbound Handled and Handle Time.
CXOne @ Home - Abandon Calls by ANI This report displays details related to only abandoned calls for the current month, by displaying information such as Date, Skill Name, Service Level Threshold, and other important metrics
CXOne @ Home - Agent Occupancy Report This Occupancy report shows the breakdown of time agents handle contacts vs. waiting for contacts to arrive and/or in the unavailable state. Since this is often referred to as Agent Utilization or Percent Utilization, this shows the related activity compared to the logged in time.
CXOne @ Home - Agent Refusal Report This report is useful to determine if any agents are refusing calls for the current month. This will provide info providing a visual of which agents are not answering calls and possibly showing trends of call avoidance. This report includes metrics like Agent Name, Skill #, Skill Name, Team Name, Media Type, refusals (how many times a contact got refused), refused (unique refused calls) and Refuse time.
CXOne @ Home - Agent Snapshot Report providing key metrics concerning agent performance by agent including how they spent their time.
CXOne @ Home - Contact History This is a duplicate of the Contact History Report, providing a detailed list of contacts offered and handled for a selected time frame. This report does not show Phone Type or Logged but it adds additional layers of info likle PreQ, PreQ Abandons, IVR Time, Queued, Inbound Handled, Abandons, Abandon Time, Outbound, Outbound Handled and Handle Time.
CXOne @ Home - Daily Interval This is an interval report providing info on the calls that came in or went out of the system by hour. The following are the Attributes and Metrics in this report Campaign Name, Skill Name, Prequeued, Prequeue Abandons, Queued, Inbound Handled, Abandons, Outbound and Outbound Handled
CXOne @ Home - Expanded Call Detail This report is useful to determine the amount of calls coming in including which agents handled it, if any. This shows a range of items, including but not limited to Contact ID, Media Type, PreQueue Time, inQueue Time, Talk Time and other useful metrics.
CXOne @ Home - Skill Performance This summarized performance report displays the key metrics needed to review and manage skill performance.
CXOne @ Home - Skill Performance (Hrly Intraday) This performance report displays the key metrics needed to quickly view and manage skill performance by the hour for today.
CXOne @ Home - Skill Performance (Hrly) This performance report displays the key metrics needed to quickly view and manage skill performance by the hour.
CXOne @ Home - Supervisor Snapshot Report providing key metrics concerning agent performance by team including how the team spent their time.
CXOne OB Interval Report (15 Min) OB data for historical import - CXoneWFM.
Daily Interval Report This is an interval report providing info on the calls that came in or went out of the system by hour. The following are the Attributes and Metrics in this report Campaign Name, Skill Name, Prequeued, Prequeue Abandons, Queued, Inbound Handled, Abandons, Outbound and Outbound Handled.
Historical Agent Split - Skill Report Returns information regarding call handling. The report includes agent information, ACD and ACW times, held, transferred, and abandon metrics for each contact.
Historical Agent Split - Skill Summary Report Shows information regarding agents’ performance. The report includes agent information, ACD and ACW times, held and transferred metrics for each contact.
Historical Split - Skill Call Profile Report The Split/Skill Call Profile report shows the number of calls answered and abandoned in time increments that you administer. This report also displays your acceptable service level.
Historical System Multi-ACD by Split-Skill Summarizes data over all splits/skills in the ACD for each ACD requested. This allows you to evaluate and compare different ACD configurations to determine workload and call-handling performance. After reviewing this report, you could choose different ACD configurations to balance workloads and/or reduce abandoned calls.
Historical VDN Multi-ACD - Flow Report Shows call-handling data for the VDNs and the ACDs you select. This report can display information on up to 8 ACDs.
iBenchmark Template_Benchmark Assessment This global template report works in conjunction with iBenchmark, a benchmarking assessment tool. iBenchmark is a joint offering available for customers to compare their Contact Center performance against the industry as a whole for free using iBenchmark Lite or within the your specific industry using iBenchmark Expert. If you are interested in using this tool, contact your NICE CXone account manager.
IVR POC Report - Menu This IVR report is a Press Path report that displays details related to the menu selections that callers took through the IVR. This can be used to tune the IVR to improve user experience. *IMPORTANT* When making a copy of this report, to show only Menu options, add a filter of IVR Action = MENU or MAIN MENU, based on how your script is set up.
IVR Press Path This IVR report is a Press Path report that displays details related to the path that callers took through the IVR. This can be used to tune the IVR to improve user experience. This is a duplicate from the Canned IVR Press Path Report.
IVR Press Path Detailed This IVR report is a Press Path report that displays details related to the path that callers took through the IVR. This can be used to tune the IVR to improve user experience. This is a duplicate from the Canned IVR Press Path Report but adds each individual contact ID if one wishes to view the customers journey.
IVR Press Path Detailed v2 This IVR report is a Press Path report that displays details related to the path that callers took through the IVR. This can be used to tune the IVR to improve user experience. This is a duplicate from the Canned IVR Press Path Report but adds each individual contact ID if one wishes to view the customers journey.
Omnichannel Session Handling (OSH) Report This is Omnichannel Session Handling (OSH) Report is to provide info on the contacts that have been elevated from either Chat or Email to a phone call.
Omnichannel Session Handling (OSH) Report V2 This is Omnichannel Session Handling (OSH) Report is to provide info on the contacts that have been elevated from either Chat or Email to a phone call. This version includes active time, talk time and hold time.
Repeat Callers MTD report that shows how many times a particular ANI called into the system. Assists with First Call Resolution Reporting.
Repeat Callers (Detailed) Detailed MTD report that shows how many times a particular ANI called into the system. This report includes additional detail such as ANI, Contact End Reason, Contact Agent Name and more.
Transfer Reporting Detail Report that shows the transferred contacts by detail. The Report is defaulted to the previous 7 days.
Volume by POC - Detail This report identifies how often each point of contact is used, and if it is an effective point of contact. This information can be used to identify issues with certain scripts, or marketing methodologies. There may be data for a row with a Blank or Null Point of Contact. This is generally, caused by contacts that are generated by a method that doesn't require a Point of Contact (E.g., Spawn Action in studio, Contacts Started via API, etc).