Prebuilt reports for CXone Mpower 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.
Standard reports refers to any report that is not a BI report. On the Prebuilt Reports page in CXone Mpower, you can click Standard Reports to view standard reports and BI Reports to view 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.
Standard Reports
Standard reports enable you to review data related to interactions and routing.
|
Report |
Description |
Report Type |
Domain |
|---|---|---|---|
| Active Agents Report | Shows a list of all agents who are active. | Agent | ACD |
| Active Contacts Report | Shows all pre-queue, in-queue, and active contacts connected to the platform. | Contact | ACD |
| Agents by Team Report | Shows the structure of users and the teams they are assigned to. | Agent | ACD |
| Agent Snapshot Report | Shows the most commonly tracked metrics regarding an agent's performance. | Agent | ACD |
| Agent Summary Report | Provides a list of agents and an expanded view of their performance and utilization. | Agent | ACD |
| Agent Time Card Report | Shows the total duration of time that agents were logged in during a selected date range. | Agent | ACD |
| Agent Unavailable Time Report | Shows the amount of time an agent spent in each unavailable code. | Agent | ACD |
| ASR Tuning Report | Shows a list of failed utterances in the ASR system. | IVR_ASR | ACD |
| Billing Report | Shows usage information that affects your tenant's monthly charges. | Billing | ACD |
| Campaign Performance Report | Provides a list of campaigns with an expanded view of associated metrics. | Agent | ACD |
| Campaign Summary by Campaign Report | Shows a campaign with queue-level metrics summarized by campaign A grouping of skills used to run reports.. |
Agent | ACD |
| 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 | ACD |
| Configured Stations Report | Lists the stations that are currently configured to handle calls. | Agent | ACD |
| Contact History Report | Provides a detailed list of contacts handled for a selected time frame. | Contact | ACD |
| Call Quality Explorer Report | Uses CXone MpowerVoice Diagnostics to give insights into the quality of voice interactions in your contact center. | Analytics | ACD |
| Email Interruptions Report | Shows how often chat or phone contacts interrupt agents responding to email contacts. | Contact | ACD |
| Forced Logout Report | Displays a list of users who have been manually logged out from the platform during a selected time frame. | Agent | ACD |
| IVR Press Path Report | Displays details on the path that callers take through the IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both.. |
IVR_ASR | ACD |
| Promise Keeper Report | Displays a list of scheduled callbacks. | Agent | ACD |
| 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 | ACD |
| 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 | ACD |
| 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 Mpower system. and their level of proficiency for each Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. |
Agent | ACD |
| 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 | ACD |
| Supervisor Snapshot Report | Shows the most commonly tracked metrics regarding a team's performance. | Agent | ACD |
| Teams and Unavailable Codes Report | Lists all teams and the unavailable codes assigned to them. | Agent | ACD |
BI Reports
Business Intelligence (BI) reports allow you to view and analyze data from your organization. They provide more functionality and more advanced data analysis capabilities than standard prebuilt reports.
The data in BI reports is displayed in widgets. Widgets can be line graphs, bar charts, gauges, and more. You can drill down into widgets and export data from individual widgets.
Some BI reports display data related to specific products, including: WFM, Interaction Analytics, Quality Management, and Recording. To view and run these reports, you need to use the corresponding product and have the appropriate licensing. Contact your Account Representative for more information.
|
Report |
Description |
Report Type |
Domain |
|---|---|---|---|
| Abandons By Skill Report | Divides abandons by skill and time interval. | Agent | ACD |
| Activity Audit Report | Displays a breakdown of actions performed in different applications in CXone Mpower. | Audit | GENERAL |
| Adherence Report | Displays agent schedule adherence metrics and root cause analysis from Workforce Management. | Agent | WFM |
| Agent Behavior Insights Report | Displays Quality Management behavior insights for agents and their associated interactions. It also includes summarized score at the team level. | Agent | QM |
| Agent Contact History Report | Provides detailed insight into how agents interact with contacts. This report includes data from ACD and Digital Experience. | Agent | ACD |
| Agent Contact Performance Report | 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 | ACD |
| Agent Session Report | Allows supervisors to view in-depth data about how agents spend their time. | Agent | ACD |
| Agent Skill Assignment Report | Shows the skills assigned to each active agent, the agent's proficiency in each skill, and their average proficiency level overall. | Agent | ACD |
| Analytics Category Statistics Report | Displays Interaction Analytics category statistics to allow supervisors or managers to follow up on agents' performance to improve customer satisfaction and operational efficiency. | Agent or Team | Analytics |
| Analytics Metric Comparison Report | Displays the changes for any Interaction Analytics 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 |
| Analytics Metric Statistics Report | Displays Interaction 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 |
| Analytics Metric Trend Report | Displays the changes for any Interaction Analytics 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 |
| BI Access Report | Displays users in your account and whether they have BI access. | Agent | GENERAL |
| Calibration Report | Automatically tracks Quality Management evaluation form variance and evaluator performance to help calibrate forms. | Agent | QM |
| Change Audit Report | Displays the details of changes made to existing entities or values across CXone Mpower. | Audit | GENERAL |
| Coaching Workflow Report | Displays Quality Management coaching data and associated workflow information. | Agent | QM |
| Evaluations By Section and Question Report | Quality Management evaluation data displayed by the average scores on the different sections and questions in forms. | Agent | QM |
| Evaluations By Team Report | Quality Management evaluation data for both teams and agents, including averages and trends. | Agent | QM |
| Evaluation Details Report | Provides a complete table of all raw evaluation data for Quality Management. | Agent | QM |
| Evaluation Question and Answer Analysis Report | Provides detailed information on the Quality Management responses and answers received during evaluation to help analyze the quality of an evaluation form. | Agent | QM |
| Evaluation Question and Answer Details Report | Provides a table with every Quality Management question answered by an evaluator, along with their answers. | Agent | QM |
| Evaluation Question Details Report | Displays questions from Quality Management evaluation forms and all of their associated data. | Agent | QM |
| Evaluator Analysis Report | Review Quality Management evaluator performance and track their evaluation data. | Evaluator | QM |
| Callback Detail Report | Provides insight into contacts that experienced a callback state. | Contact | ACD |
| Campaign Summary Report | Displays data about your active campaigns. Allows you to drill-down to the campaign, skill, and contact levels. | Contact | ACD |
| Contact States by Interval Report | 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 | ACD |
| CXone Mpower Billing Report | Provides detailed information on billing, including Real-Time Interaction Guidance agents, storage data, Bot Builder usage, AutoSummary usage, digital message summaries, and Copilot for Agents usage. | Billing | ACD |
| Digital Agent Contact Performance Report | Displays information for digital Any channel, contact, or skill associated with Digital Experience.skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and metrics specific to digital contact handling. |
Contact | ACD |
| Digital Messages Report | 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 | ACD |
| AI Routing Summary Report | Shows the improvement AI Routing has on your key focus metrics. | Agent | ACD |
| Intraday Report | Shows weekly forecasted data by skills from Workforce Management. | Agent | WFM |
| List of Agents Report | Displays a table with all agents that meet the specified filter criteria. | Agent | ACD |
| List of Campaigns Report | Displays a filterable, in-depth view of all the created campaigns in your tenant. | Agent | ACD |
| List of Skills Report | Displays a table with all ACD skills that meet the specified filter criteria. | Agent | ACD |
| List of Teams Report | Displays a filterable, in-depth view of all the teams in your tenant. | Agent | ACD |
| List of Unavailable Codes Report | Displays a filterable, in-depth view of all the unavailable codes in your tenant. | Agent | ACD |
| Real-Time Interaction Guidance Behaviors and Phrases Report | Displays status and trend information for behaviors and phrases in Real-Time Interaction Guidance. | RTIG | ACD |
| Real-Time Interaction Guidance Phrases Report | Displays status and trend information for phrases in Real-Time Interaction Guidance. | RTIG | ACD |
| Recording Activity Report | View recording metrics by channel, direction, recording status, skill, and team for Recording. | Agent | Recording |
| Recording Export API Usage Report | Displays the number of downloaded interactions to determine API usage for Recording. | Agent | Recording |
| Skill Proficiency Report | Provides insight into agent proficiencies for all ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. |
Agent | ACD |
| Time Utilization Report | View trends and time usage of the different activities in agent schedules from Workforce Management. | Agent | WFM |