Prebuilt reports for NICE CXone enable you to review information related to your organization's processes.
See each report for the permissions you need enabled to use the report. You can access the reports from Reporting > Prebuilt Reports.
Some of the reports are Business Intelligence (BI) reports, providing advanced reporting capabilities. You can perform special actions in BI reports, like exporting, grouping data, or drilling down. Date and time are displayed in UTC (GMT time zone) for BI reports.
Click the star next to any report in the list to add it to your favorites. Favorite reports will always appear at the top of the list, so you can find them easily.
ACD Reports
Prebuilt ACD reports enable you to review data related to interactions and routing.
|
Report |
Description |
Report Type |
|---|---|---|
| Abandons By Skill Report (BI) | Divides abandons by skill and time interval. | Agent |
| Active Agents Report | Shows a list of all agents who are active. | Agent |
| Active Contacts Report | Shows all pre-queue, in-queue, and active contacts connected to the platform. | Contact |
| Agent Contact History Report (BI) | Provides detailed insight into how agents interact with contacts. This report includes data from ACD and Digital First Omnichannel. | Agent |
| Agent Contact Performance Report (BI) | Displays key ACD-related metrics for each interaction that your agents handled. The report table displays data for interactions that each agent handled, and the widgets display overall performance data. | Agent |
| Agents by Team Report | Shows the structure of users and the teams they are assigned to. | Agent |
| Agent Session Report (BI) | Allows supervisors to view in-depth data about how agents spend their time. | Agent |
| Agent Skill Assignment Report (BI) | Shows the skills assigned to each active agent, the agent's proficiency in each skill, and their average skill proficiency overall. | Agent |
| Agent Snapshot Report | Shows the most commonly tracked metrics regarding an agent's performance. | Agent |
| Agent Summary Report | Provides a list of agents and an expanded view of their performance and utilization. | Agent |
| Agent Time Card Report | Shows the total duration of time that agents were logged in during a selected date range. | Agent |
| Agent Unavailable Time Report | Shows the amount of time an agent spent in each unavailable code. | Agent |
| ASR Tuning Report | Shows a list of failed utterances in the ASR system. | IVR_ASR |
| Billing Report | Shows usage information that affects your tenant's monthly charges. | Billing |
| Callback Detail Report (BI) | Provides insight into contacts that experienced a callback state. | Contact |
| Call Quality Explorer Report | Uses CXone Voice Diagnostics to give insights into the quality of voice interactions in your contact center. | Analytics |
| Campaign Performance Report | Provides a list of campaigns with an expanded view of associated metrics. | Agent |
| Campaign Summary Report (BI) | Displays data about your active campaigns. Allows you to drill-down to the campaign, skill, and contact levels. | Contact |
| Campaign Summary by Campaign Report | Shows a campaign with queue-level metrics summarized by campaign A grouping of skills used to run reports.. |
Agent |
| Campaign Summary by Skill Report | Shows a campaign with queue-level metrics summarized by Used to automate delivery of interactions based on agent skills, abilities, and knowledge. |
Agent |
| Configured Stations Report | Lists the stations that are currently configured to handle calls. | Agent |
| Contact History Report | Provides a detailed list of contacts handled for a selected time frame. | Contact |
| Contact States by Interval Report (BI) | Shows the number of contacts in each state The availability status of an agent during a selected time frame, divided into time intervals based on how long they spent in that state. |
Contact |
| CXone Billing Report (BI) | Provides detailed information on billing, including Real-Time Interaction Guidance agents, storage data, and Bot Builder usage. | Billing |
| Digital Agent Contact Performance Report (BI) | Displays information for digital Any channel, contact, or skill associated with Digital First Omnichannel. skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge and metrics specific to digital contact handling. |
Contact |
| Digital Messages Report (BI) | Provides metrics to show how agents are performing with digital contacts. It provides valuable data on average number of messages sent, response times, and so forth. | Digital |
| Email Interruptions Report | Shows how often chat or phone contacts interrupt agents responding to email contacts. | Contact |
| Forced Logout Report | Displays a list of users who have been manually logged out from the platform during a selected time frame. | Agent |
| IVR Press Path Report | Displays details on the path that callers take through the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. |
IVR_ASR |
| List of Agents Report (BI) | Displays a table with all agents that meet the specified filter criteria. | Agent |
| List of Campaigns Report (BI) | Displays a filterable, in-depth view of all the created campaigns in your tenant. | Agent |
| List of Skills Report (BI) | Displays a table with all ACD skills that meet the specified filter criteria. | Agent |
| List of Teams Report (BI) | Displays a filterable, in-depth view of all the teams in your tenant. | Agent |
| List of Unavailable Codes Report (BI) | Displays a filterable, in-depth view of all the unavailable codes in your tenant. | Agent |
| Promise Keeper Report | Displays a list of scheduled callbacks. | Agent |
| Real-Time Interaction Guidance Report (BI) | Displays status and trend information from Real-Time Interaction Guidance. | RTIG |
| Skills by Campaign Report | Shows a summary of Used to automate delivery of interactions based on agent skills, abilities, and knowledge, organized by campaigns A grouping of skills used to run reports.. |
Agent |
| Skill Performance Report | Displays key metrics concerning the performance of your Used to automate delivery of interactions based on agent skills, abilities, and knowledge. |
Agent |
| Skill Proficiencies Detail Report | Lists agents in a tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and their level of proficiency for each Used to automate delivery of interactions based on agent skills, abilities, and knowledge. |
Agent |
| Skill Proficiencies Summary Report | Lists the Used to automate delivery of interactions based on agent skills, abilities, and knowledge and the total number of agents in each proficiency level. |
Agent |
| Skill Proficiency Report (BI) | Provides insight into agent proficiencies for all ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. |
Agent |
| Supervisor Snapshot Report | Shows the most commonly tracked metrics regarding a team's performance. | Agent |
| Teams and Unavailable Codes Report | Lists all teams and the unavailable codes assigned to them. | Agent |
Audit Reports
Audit reports for CXone enable you to review information related to general activity and processes for multiple applications. This includes user changes and activities.
The data for these reports is refreshed every 1-2 hours.
|
Report |
Description |
Report Type |
|---|---|---|
| Activity Audit Report (BI) | Displays a breakdown of actions performed in different applications in CXone. | Audit |
| Data in this Report (BI) | Displays the details of changes made to existing entities or values across CXone. | Audit |
Interaction Analytics Reports
Business Intelligence (BI) reports for Interaction Analytics enable you to review data related to interactions.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Analytics Metric Comparison Report (BI) | Displays the changes for any analytic metric at the category, team, or agent level to help supervisors or managers compare analytics metrics over different periods of time. | Category, Agent, or Team |
| Analytics Metric Statistics Report (BI) | Displays analytics metric statistics to allow supervisors or managers to follow up on agents' performance to improve customer satisfaction and operational efficiency. | Agent or Team |
| Analytics Metric Trend Report (BI) | Displays the changes for any analytic metric at the category, team, or agent level to help supervisors or managers to view and analyze trends of analytics metrics over a period of time. | Category, Agent, or Team |
| Analytics Category Statistics Report (BI) | Displays analytics category statistics to allow supervisors or managers to follow up on agents' performance to improve customer satisfaction and operational efficiency. | Agent or Team |
Enlighten AI Routing Reports
These reports enable you to review information related to Enlighten AI Routing.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Enlighten AI Routing Summary Report | Shows the improvement Enlighten AI Routing has on your key focus metrics. | Agent |
CXone QM Reports
CXone QM reports enable you to review information related to CXone Quality Management processes. This includes evaluations, calibrations, self assessments, etc.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Agent Behavior Insights Report (BI) | Displays behavior insights for agents and their associated interactions. It also includes summarized score at the team level. | Agent |
| Calibration Report (BI) | Automatically tracks evaluation form variance and evaluator performance to help calibrate forms. | Agent |
| Coaching Workflow Report (BI) | Displays coaching data and associated workflow information. | Agent |
| Evaluations By Section and Question Report (BI) | Evaluation data displayed by the average scores on the different sections and questions in forms. | Agent |
| Evaluations By Team Report (BI) | Evaluation data for both teams and agents, including averages and trends. | Agent |
| Evaluation Details Report (BI) | Provides a complete table of all raw evaluation data. | Agent |
| Evaluation Question and Answer Analysis Report | Provides detailed information on the responses and answers received during evaluation to help analyze the quality of an evaluation form. | Agent |
| Evaluation Question and Answer Details Report (BI) | Provides a table with every question answered by an evaluator, along with their answers. | Agent |
| Evaluation Question Details Report (BI) | Displays questions from evaluation forms and all of their associated data. | Agent |
| Evaluator Analysis Report (BI) | Review evaluator performance and track their evaluation data. | Evaluator |
CXone Recording Reports
Business Intelligence (BI) reports for CXone Recording enable you to review data related to CXone Recording. The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Recording Activity Report (BI) | View recording metrics by channel, direction, recording status, skill, and team. | Agent |
| Recording Export API Usage Report (BI) | Displays the number of downloaded interactions to determine API usage. | Agent |
CXone WFM Reports
Business Intelligence (BI) reports for CXone WFM enable you to review data related to CXone Workforce Management and employee scheduling.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Adherence Report (BI) | Displays agent schedule adherence metrics and root cause analysis. | Agent |
| Intraday Report (BI) | Shows weekly forecasted data by skills. | Agent |
| Time Utilization (BI) | View trends and time usage of the different activities in agent schedules. | Agent |