Prebuilt Reports

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.

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 in charts. 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 campaignClosed A grouping of skills used to run reports.. Agent
Campaign Summary by Skill Report Shows a campaign with queue-level metrics summarized by ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Agent
Coaching Transactional Report Displays Coaching details for agents and teams. This report is for a product in Controlled Release (CR). CXone Coaching
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 stateClosed 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 digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel.skillsClosed 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 Logouts 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 IVRClosed 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 on 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 on your tenant. Agent
List of Unavailable Codes Report (BI) Displays a filterable, in-depth view of all the unavailable codes on your tenant. Agent
Promise Keeper Report Displays a list of scheduled callbacks or secondary attempts to connect to contacts requesting further assistance. Agent
Real-Time Interaction Guidance Report (BI) Displays status and trend information from Real-Time Interaction Guidance. RTIG
Rule Action History Report Displays a history of all automatic, non automatic, approved, and rejected rule actions. WFI
Rule Action Summary Report Displays a summary of all automatic, non automatic, approved, and rejected rule actions. WFI
Skill by Campaign Report Shows a summary of ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, organized by campaignsClosed A grouping of skills used to run reports.. Agent
Skill Performance Report Displays key metrics concerning the performance of your ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Agent
Skill Proficiencies Detail Report Lists agents in a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and their level of proficiency for each ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Agent
Skill Proficiencies Summary Report Lists the ACD skillsClosed 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 skillsClosed 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

Prebuilt 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 Overview (BI) Displays a breakdown of actions performed in different applications in CXone. Audit
Change Audit Report Overview (BI) Displays the details of changes made to existing entities or values. across CXone. Audit

Interaction Analytics Reports

Prebuilt 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

QM Reports

Prebuilt QM reports enable you to review information related to Quality Management processes. This includes evaluations, calibrations, self assessments, etc.

The data for these reports is refreshed every hour. Date and time are displayed in UTC (GMT time zone).

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 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

Prebuilt 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

WFM Reports

Prebuilt business intelligence (BI) reports for 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