Manage Prebuilt Reports

The tasks on this page explain how to run and export Prebuilt Reports as well as force log out an agent. These are different from the actions for BI reports.

Run Prebuilt Reports

  1. Click the app selector and select Reporting.

  2. Go to Prebuilt Reports.

  3. Click the report or report type you want to access, such as Active Contacts or Agent Summary.

  4. Select a date range to determine the data the report will display.

    Field Details
    Date Range

    The default date and time range is from 12:00 AM today to 12:00 AM tomorrow. When you select the arrows to the left or right of the date range, the range moves up or back 24 hours. When you select the down arrow to the right of the date range, you can choose from several options.

    • Today: Default. Outputs data from 12:00 AM this morning to now.
    • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
    • Last 7 Days: Outputs data from 12:00 AM seven days ago now.
    • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM tonight.
    • Previous Week: Outputs data from the last full week, Sunday through Saturday. It gathers data from 12:00 AM last Sunday to 11:59 PM last Saturday.
    • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
    • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
    • Specific Date: Opens a date selector and lets you choose a specific day to pull data from. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
    • Date Range: Opens two date selectors that enable you to select a start date for the range and an end date for the range. By default, the range goes from 12:00 AM the morning of the selected start date to 11:59 PM the night of the selected end date.

    For many reports you can filter the report data using a variety of parameters. However, filters are not available for all reports and different reports have different filter options. If Show Options appears below the Date Range of your report, follow the steps below to add filters.

    The filter page for Agents, where you can select the agents on which you want to filter for a report.

    1. Click Show Options to expand your view of the available filters.

    2. To set a report filter, click the plus sign to the right of the filter name.

    3. When the designated filter opens, use the arrows to move the filters from the Available column to the Selected column (or vice versa). The single arrows move just selected filters, and the double arrows move all filters from one box to the other. You can also hold CTRL on your keyboard to select multiple filters to move from one column to the other.

    4. Click Done when you have selected the desired filters.
    5. Repeat the last three steps for each filter type you would like to add to the report.

  5. Click Run Report.

Export Prebuilt Reports

Each report holds valuable data that you can use for any number of reasons. However, the data is confined within CXone, so if you want to provide it to other people who do not have access to CXone, you can export the data to the following formats:

  • Excel

  • PDF

  • Word

Some reports don't provide an export option, and the reports that do might not offer every format listed above. If a report provides an export option, then you will see the Export icon Export Icon for Prebuilt Reports. If the report does not provide this icon, then the data for that report cannot be exported. See the individual reports for details on the available exporting formats.

  1. Click the app selector and select Reporting.
  2. Click Prebuilt Reports.

  3. Select the report you would like to export. You may select a report that has already run or follow the steps in the previous task to run a new report before exporting.

  4. Click Export Icon of a floppy disk with a green arrow pointing outwards..
  5. Select the format from the available options in the drop-down.
  6. Follow the prompts to open or save the file.

Force Log Out an Agent

Required permissions: Active Agents View

Sometimes you might want to log an agent out of the system, either because the agent is stuck or because the agent forgot to log out. You can force a logout from the Active Agents report.

  1. Click the app selector and select Reporting.

  2. Go to Prebuilt Reports > Active Agents.

  3. Click Run Report.

  4. In the Force Agent Disconnect column of the agent you want to log out, click ForceDisconnect.

  5. Click OK in the confirmation dialog box.

The agent is logged out of the system. If you click the refresh icon, the agent disappears from the report results.