Agent by Day

This report summarizes, on a daily basis, how an agent spends his/her time. This includes the number of instances and total time spent in states such as available, ACD, and outbound. It also includes unavailable states presented as “out states” (or unavailable codes).

List of Agents

This report returns a list of all agents for your account.

List of Teams

This report returns a list of all teams, active and inactive, for your account.

List of Contact Codes

This report returns the active points-of-contact for your account.

List of Skills

This report returns a list of all skills for your account.

List of Agent Skills

This report returns the active agents and their assigned skills with proficiencies for your account.

List of Campaigns

This report returns a list of all campaigns for your account.

List of Media

This report returns an expanded static list of configured media types available on the NICE CXone platform. This table is primarily used as a reference to other Call Detail reports that include a "media_type" field.

Agent Timecard

This report summarizes each agent's login and logout times (including the duration of each login session).

Agent States

This report creates a reference table that describes the configured, available agent states. Some of these values are “hard-wired” (i.e., ACD, Outbound, Available).

Call Detail with Recordings

This report includes key statistical contact information for each individual contact. This report collects information such as contact arrival time, skill, agent, queue times, talk times, etc. This version of “detail” includes a field indicating whether or not the contact was logged, and another field that shows the size of the logged file.

Agent Summary

This report provides summarized agent performance data organized into daily increments.

Expanded Call Detail

This report includes key statistical contact information for each individual contact. This report collects information such as contact arrival time, skill, agent, queue times, talk times, etc. This version of “detail” includes a field indicating whether or not the contact was logged, and another field that shows the size of the logged file.

List of Agent Skills 2

This report returns the active agents and their assigned skills with proficiencies for your account. This report is similar to report #7; however, this version includes the agent names.

Call Detail with Callback Time - Contact Requested Callbacks (only)

This report includes key statistical contact information for each individual contact. This report collects information such as contact arrival time, skill, agent, queue times, talk times, etc. This version of “detail” includes the caller's duration spent in the callback state and the ANI that is associated with the contact. This report DOES NOT include the Agent Commitment callbacks. Use the Data Download All Callbacks report for a list of just the Agent Commitment callbacks. Use the Custom Report, Global Template "Commitment Report (-4220)" for a combined list of Agent Commitments and Contact requested callbacks.

Agent Timecard - Expanded

Like Report #10, this report summarizes each agent's login and logout times (including the duration of each login session). This expanded version also includes the agents' name, team number, and week number.

Teams and Unavailable Codes

This report summarizes the longest durations callers spend in queue on a per-hour basis. The expanded fields offer other values such as week, weekday, hour, skill, etc. The “expansion” fields are useful for sorting and/or filtering purposes.

Agent Summary by Day

This report summarizes agent performance data organized into daily increments. This report is similar to Report #14 and includes a Date field. The times (durations) are represented in seconds.

Skill Summary

This report summarizes the contact statistics pertaining to the individual skills.

License by Half Hour

This report displays the maximum simultaneous port utilization for the account on a half-hour basis.

Agent Summary - in Minutes

This report summarizes agent performance organized into daily increments. This report is identical to report #30 with time (duration) being represented in minutes rather than seconds.

List of Stations

This report displays all stations that have ever been configured for a business unit and correlates with the stations configured in the NICE CXone system.

Point of Contact - Expanded

This report lists all active points-of-contact that are configured and includes the script assigned to each point-of contact.

Call Detail - Comprehensive

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc.

List of Skills - Expanded

This report returns all skills that have been configured for your account after the date range entered. This report is similar to Report #6, but includes an expanded list of skill attributes.

List of Media - Expanded

This report returns an expanded static list of configured media types available on the NICE CXone platform. This table is primarily used as a reference to other Call Detail reports that include a "media_type" field.

Campaign List

This report returns all campaigns that have been configured for your account. This report is similar to Report #8, but includes an expanded list of campaign attributes.

Agent Refusal Report

This report lists every instance where a contact was refused by an agent. The report explains why the contact was refused, who refused it, and from which station the contact was refused.

Team List

The Team List Data Download report displays a list of all teams that were MODIFIED/CHANGED within the time interval specified on the Data Download report page. This report includes the name and ID of teams that were modified and the date and time that the modification took place.

Agent List

<p><span style="color: #333399;"><span class="description">This report returns a list of Agents&nbsp;</span><span style="color: #ff0000;">whose profiles were * modified * <span style="text-decoration: underline;">since</span> the date that the user enters into Date Range section</span>&nbsp;on the Data Download page. This is NOT a comprehensive list of all Agents. For a comprehensive list of all Agents, use the "List of Agents" Data Download report.</span></p>

Agent List - Extended

<p><span style="color: #333399;">This report returns a list of Agents <span style="color: #ff0000;">whose profiles were * modified * <span style="text-decoration: underline;">since</span> the date that the user enters into Date Range section</span> on the Data Download page. This is NOT a comprehensive list of all Agents. For a comprehensive list of all Agents, use the "List of Agents" Data Download report. This list includes an extended set of agent attributes beyond what is found in the Agent List report.<br /></span></p>

POC by Half Hour

This report summarizes a number of categories of contact history by skill and half hour.

Detail - Comprehensive with Holds

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc.

Real Time Agent States

This report displays the real-time, current state of each inContact agent.

List of Outstate Codes

This report returns all outstates (unavailable codes) that have been configured for your account.

Detail - Comprehensive Real Time with Holds

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc. This report is identical to Report #350037 plus this report includes active contacts as well as contacts that have previously completed.

Team List with Status

The Team List with Status Data Download report displays a list of all teams that were MODIFIED/CHANGED within the time interval specified on the Data Download report page. This report includes the name and ID of teams that were modified and the date and time that the modification took place. This report includes the team status, active or inactive.

CDR Plus Disposition

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc. This version of “detail” includes all the information available in reports #0, #13, #16, #22, #48, plus “Disposition Code” and “Disposition Name”.

CDR Plus Disposition Notes

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc. This version of “detail” ALL information is available in reports #0, #13, #16, #22, #48, #350037, #350043, and #350048, plus “Disposition Code”, “Disposition Name”, and “Disposition Comments”.

Dispositions per Skill

This report lists all the current dispositions configured for each skill. This listing includes additional detail such as whether or not comments are available and whether or not they are required.

Contacts with Disposition Notes

This report provides the key information for contacts and includes the disposition code, disposition name, and comments entered by the agent who handled the contact.

All Callbacks - Agent Scheduled Commitments (only)

This report includes all promise keeper callbacks scheduled by agents. When this report is run, all scheduled callbacks between the Call Detail Start and Call Detail End dates will be returned. This report DOES NOT include the Contact requested callbacks. Use the Data Download Call Detail w/Callback Time report for a list of just the Contact requested callbacks. Use the Custom Report, Global Template "Commitment Report (-4220)" for a combined list of Agent Commitments and Contact requested callbacks.

Agent State Log

This report provides all the state detail for agent during the reporting interval. This information is useful when analyzing how agents are spending their time.

List of POCs Expanded

This report lists all active points-of-contact that are configured and includes the script assigned to each point-of contact.

Call Detail - Comprehensive with Holds

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc. This version of “detail” includes all the information available in reports #121, #122, #123, #124, #142, plus “Hold_Time”.

Agent Info Call Detail

This report returns all agents that have been configured for your account and the name of their assigned team.

Expanded Call Detail Report

This report includes key statistical contact information for each individual contact. This report is used to collect information such as contact arrival time, skill, agent, queue times, talk times, etc. This report is identical to Report #350037 and #350043 except this report includes a field for duration allocated as “after call work”.

Blocked Calls

The Blocked Calls report shows information about phone calls contacts attempted to place to your tenant but which were blocked due to a lack of available ports. It includes the ID of the contact who placed the call, the date the blocked call occurred, the contact's phone number and the number the contact attempted to call.

Call Detail Report

This report shows every instance that a call is rejected by inContact due to insufficient availability of voice ports. This report is a detail level report which shows the blocked call date that received a busy signal, DNIS and ANI.

List Inventory by Created for Personal Connection Dialer

(Personal Connection Dialer Calls ONLY) The List Inventory by Created data download report (350208) displays information about all contact records uploaded via a calling list in the specified time period, including the calling list from which the contact record originated, the contact and record ID, and details about the call.

List Inventory by Modified for Personal Connection Dialer

(Personal Connection Dialer Calls ONLY) The List Inventory by Modified data download report (350209) displays detailed information about all contacts <b><u>modified</u></b> and uploaded via a calling list in the specified time period, including the calling list from which the contact record originated, the contact and record ID, and details about the call.

List Inventory All Attempts for Personal Connection Dialer

(Personal Connection Dialer Calls ONLY) The List Inventory All Attempts data download report (350210) displays overview information about all calling list records attempted in the specified time period, including the calling list from which the contact record originated, the contact and record ID, and details about the call.

SMS Transcript

The SMS Transcripts data download report displays a transcript of text messages that includes the source of the message and the date and time the message was sent.

Active Agents

The Active Agents report shows the number of agents who are actively connected to the system and their current activity at the moment you run the report.

Agent Snapshot

The Agent Snapshot report is designed to bring all of the key metrics concerning an agent’s performance right to your fingertips in an intuitive, easy-to-read, actionable report.

Agent Summary

The Agent Summary Report uses several statistics to show agent performance and utilization.

Agent Time Card

This report shows the total duration of time that agents were logged in during a selected date range.

Agent Unavailable Time

The Agent Unavailable Time Report shows the amount of time each agent spent in a certain code. For example, you could create "Break" as a code to identify the amount of time agents go on a break.

Agents by Team

The Agents by Team report shows the structure of users and the teams to which they are assigned.

Campaign Performance

The Campaign Performance report is designed to bring all of the key metrics concerning the performance of your campaigns right to your fingertips in an intuitive, easy-to-read, actionable report. With this report, you will be able to quickly assess which of your campaigns are successful and which may need further optimization.

Campaign Summary by Campaign

Campaign Summary by Campaign report shows queue-level metrics summarized by campaign. The value of this report is that a supervisor will be able to see the performance of each individual campaign.

Campaign Summary by Skill

Campaign Summary by Skill report shows queue-level metrics summarized by skill. The value of this report is that a supervisor will be able to see the performance of each individual campaign.

Configured Stations

The value of this report is that a supervisor will be able to see the performance of each individual campaign. In order to handle calls through inContact, a connection must be established between inContact and the agent's phone. Each station is assigned a globally unique number called a StationID. This report provides a quick high-level view of all stations and information corresponding to each station.

Forced Logouts

The Forced Agent Logout report shows which users have been manually logged out from the Central interface during a selected timeframe. While many reasons exist for the need to manually log an agent out of the system, the most common one is that agents forget to log out at the end of their shift. However, seeing which agents are constantly forced off the system for one reason or another may require that an agent needs to be reprimanded or needs to receive additional training.

Promise Keeper

A promise is a callback commitment between an agent and a contact and applies to any media supported by Central (phone, email, chat, etc.). The Promise Keeper Report displays the results of your scheduled callbacks or secondary attempts to connect to your contacts via emails, chats, etc. This report is valuable because you can see detailed data about what occurs during callback attempts. If a customer asks you to call them back, you need a simple way of setting up reminders to call them back. Additionally, if your customers promise to be available during a callback, but they are not, what happened?

Skill Performance

The Skill Performance report is designed to bring all of the key metrics concerning the performance of your skills right to your fingertips in an intuitive, easy-to-read, actionable report. With this report, you will be able to quickly view your skills and the key performance metrics that define their success.

Skill Proficiencies Summary

The Skill Proficiencies Summary Report lists the skills and the total number of agents per proficiency level.

Supervisor Snapshot

The Supervisor Snapshot report is designed to bring all of the key metrics concerning an agent’s performance right to your fingertips in an intuitive, easy-to-read, actionable report. Unlike the Agent Snapshot, the Supervisor Snapshot presents data at the team level, allowing the report user to return data for each agent belonging to the team.

Teams and Their Unavailable Codes

The Team and Unavailable Codes Report is read-only and lists teams and the Unavailable Codes assigned to them. When agents are logged in to Agent, they can select "Available” to indicate they are ready to handle contacts, or they can select “Unavailable” and an unavailable code to indicate they are unavailable to handle inbound or outbound contacts. Selecting “Unavailable” will prevent contacts from being delivered. You can use this report to show which unavailable codes have been assigned to each team. If you need to add provide a team with a certain unavailable code, then you can quickly identify whether the team has been assigned the unavailable code or not, and whether the code is active and if it is an ACW code.

CPNI Audit History (Customer Proprietary Network Information)

Refusal Stats

Active Contacts

The Active Contacts report shows all contacts are currently connected to the inContact platform, regardless of whether the contacts are pre-queue, inqueue, or active. You can retrieve detailed data on specific contacts in the report, as well as listen in on or even record a call.

Contact History

The Contact History report provides a detailed list of contacts handled for a selected timeframe (default is the current day) up to 59 pages, 1,000 rows. This report is valuable for QA purposes because supervisors can use it to listen to recorded calls and gain insight to prevent issues with contacts in the future. For example, if a call is transferred several times during a contact, a supervisor can listen in on the call to see what happened.

Contact History - Extended Data

The Contact History report provides a detailed list of contacts handled for a selected timeframe (default is the current day) up to 59 pages, 1,000 rows. This report is valuable for QA purposes because supervisors can use it to listen to recorded calls and gain insight to prevent issues with contacts in the future. For example, if a call is transferred several times during a contact, a supervisor can listen in on the call to see what happened.

Email Interruptions

The Email Interruptions report helps you to determine how often chat or phone contacts interrupt your agents who are responding to email contacts.

Agent Count by State (Central) / Agent State Counter (UserHub) (Real-Time)

The Agent Count by State dashboard widget shows the number of agents in each state who are currently logged into the agent application. The widget is formatted as a verticle bar graph with Agent counts topping each bar of the graph. The x-axis shows each state and the y-axis shows the number of agents. You can filter the widget data by teams or agent names.

Agent Counter (Real-Time)

The Agent Counter dashboard widget displays large numbers representing the total number of agents currently logged into the agent application. It also shows the number if agents in each of the four states; Available, Inbound, Outbound, and Unavailable. You can filter the widget data by teams or agent names.

Agent List (Real-Time)

The Agent List dashboard widget shows a filtered list of agents that are currently logged into Central. The filterable agent data choices include "Agent Name", "(agent) State", "(agent) Skill", "Time (in current state)", and "(agent) Team". NOTE: Although you can filter by (agent) Skill, the Skill field is not displayed in the Agent List dashboard widget. These agent data choices can be added or eliminated from the Agent List widget using checkboxes. The "(agent) State" choice can be further filtered using checkboxes associated with all the agent states defined for your business unit. Additionally, an "Upper Limit" time threshold can be set for every "(agent) State" in the State list. When an agent exceeds the Upper Limit threshold time, their "Time" field background turns RED.

Contact List (Real-Time)

The Contact List dashboard widget shows a filtered list of contacts that are currently connected to the platform. The filterable contact data choices include "Skill Name", "(agent) State", "Agent (name)", "Time (in current state)", and "Campaign". These contact data choices can be added or eliminated from the Contact List widget using checkboxes. The "Skill Name" and "Campaign" choices can be further filtered by selecting or removing specific Skill and Campaign Names. Additionally, the Contact List dashboard widget has a "Media" type filter that allows you to add or eliminate media types such as Phone, Chat, Email, SMS, etc.

Contact States by Skill (Real-Time)

The Contacts States by Skill dashboard widget shows a vertical bar graph of the number of current contacts that are in "PreQueue", "InQueue", "With Agent", or "Post Agent" states. The x-axis and vertical bars of the graph show the active skill names. The y-axis shows the number of contacts in each skill, by color coded state. The Contacts States by Skill dashboard widget is filterable by "Campaign", "Skills", and "Media". These filtering choices are made by selecting or removing specific Campaign, Skill, and Media names from a list.

Queue Counter (Real-Time)

The Queue Counter dashboard widget shows the number of calls in queue and the longest time a contact has been waiting to speak to a contact center agent. Note that the longest wait time includes customer callbacks. The Queue Counter dashboard widget is filterable by "Campaign", "Skills", and "Media". These filtering choices are made by selecting or removing specific Campaign, Skill, and Media names from a list.

Service Level (Real-Time)

The Service Level dashboard widget generates the percentage of calls that reach the Queue and meet the Service Level Threshold. The Service Level dashboard widget is filterable by "Campaign", "Skills", and "Media". These filtering choices are made by selecting or removing specific Campaign, Skill, and Media names from a list.

Campaign Summary by Skill - Summary

Please refer to NICE CXone Knowledge Base Article number 24984 for more information. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Campaign Summary by Campaign - Summary

This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

API - [GET]/contacts/active

This method will return a list of active Contacts for the Business Unit. For this method, active Contacts are defined as those whose current state is not set to "EndContact".

API - [GET]/agents/skills

This method will return the skill mappings for all agents currently configured in the business unit.

API - [GET]/agents/{agentId}/state-history

This method returns the total time the Agent specified by "agentId" spent in each state over the time period spanned by "startDate" and "endDate".

API - [GET]/agents

This method will return a list of all agents currently configured in the business unit.

API - [GET]/campaigns/{campaignId}

This method returns details of a Campaign identified by campaignId. A Campaign is a grouping of skills that serve a common business purpose.

API - [GET]/dispositions/{dispositionId}

This method returns response fields for a disposition.

API - [GET]/skills

This method returns a complete list of Skills configured in the business unit. A “mediaTypeID” is a required filter parameter. The media type IDs are Email=1, Chat=3, Phone=4, Voice Mail=5, Work Item=6, and Social=8.

API - [GET]/skills/activity

This method returns activity information for all Skills. This is some of the same data that was returned by the /skills/summary API in previous versions.

API - [GET]/groups

This method returns an array of groups with fields values for a business unit. Agent Groups are an optional field set during agent configuration.

API - [GET]/media-types

This method will return a list of all of the available media types and their media type ID numbers.

API - [GET]/tags

This method will return the details of all Tags in the Business Unit.

API - [GET]/teams

This method returns a list of details for all teams in the business unit.

API - [GET]/unavailable-codes

This method returns all of the unavailable codes that are configured for a business unit. These unavailable codes can be used in the POST /agent-sessions/{sessionId}/state API as the reason value if setting the Agent's state to unavailable.

iBenchmark Template Benchmark Assessment

This is the iBenchmark Reporting Template used by Benchmark Portal to compare your Contact Center performance with your industry. This solution is available to you either as iBenchmark Lite (free) or iBenchmark Expert (subscription). Please contact your Key Account Manager to add the iBenchmark reporting service to understand your Contact Center performance to your account today.

Agent Transfers

Please refer to NICE CXone Knowledge Base Article number 23867 for more information. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

IVR Performance by Campaign and Skill - Detail

Please refer to NICE CXone Knowledge Base Article number 24980 for more information. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Volume by POC - Detail

Please refer to NICE CXone Knowledge Base Article number 24981 for more information. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Campaign Summary by Skill - Detail

Please refer to NICE CXone Knowledge Base Article number 24983 for more information. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

CXOne OB Interval Report (15 Min)

Outbound data for historical import - CXOne WFM Pro. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

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 Prebuilt IVR Press Path Report. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

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. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

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. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Campaign Summary by Skill - MTD Summary

This Campaign Summary is the identical to the Detail, but is in the Summary format so that more than the last 90 days can be pulled. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

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. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Agent 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. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Repeat Callers

Report that shows, MTD, how many times a particular ANI called into the system. Assists with First Call Resolution Reporting. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Historical Agent Split - Skill Summary Report

This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Historical Split - Skill Call Profile

This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Historical Split - Skill Report

This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Historical System Multi-ACD by Split-Skill

This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Historical VDN Multi-ACD - Flow Report

This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

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, and Abandon Time.

Expanded Call Detail

This report is a copy of the Data Download Expanded Call Detail Report

CXOne @ Home Agent Snapshot

Report providing key metrics concerning agent performance by agent including how they spent their time.

CXOne @ Home Supervisor Snapshot

Report providing key metrics concerning agent performance by team including how the team spent their time.

CXOne @ Home Agent Occupancy

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 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 Skill Performance - Hourly

This performance report displays the key metrics needed to quickly view and manage skill performance by the hour.

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 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 Abandoned Calls by ANI

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

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, Logged or Additional Disposition 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 Skill Performance - Hourly - 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

This Campaign Summary is the identical to the Detail, but is in the Summary format so that more than the last 90 days can be pulled. This is a Custom report, Global template. Global templates cannot be modified. To use this Global template, create a new Custom report and select this Global template from the dropdown list titled "A Report Template By Copying Another". Then, you can modify any of the report settings or fields.

Agent Login Time Details

Transfer Reporting Detail

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

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, Logged or Additional Disposition 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.

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.

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.

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 Omnichannel Session Handling (OSH) Report is used to provide information 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.

Agent Login Details w Dialer

This is an Agent report providing info on the agents' login details, including Wait Time from the dialer.

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.

Callback Request Report

This is a contact report providing info on the number of calls that requested a callback within the current month.

Commitment Report

This provides a detailed list of Agent Commitments and Contact requested callbacks that were scheduled, broken and kept 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. This report includes both the Agent Commitment and the Contact requested callbacks. Use the Data Download Call Detail w/Callback Time report for a list of just the Contact requested callbacks. Use the Data Download All Callbacks report for a list of just the Agent Commitment callbacks.

Port Utilization

Use the Port Utilization Report to view the number of ports being used over time to fulfill work for specific skills. With information from this report, your administrator can decide which skills can run simultaneously without exceeding the maximum number of ports (as defined at implementation). At any time, you can contact your Customer Success Manager to discuss the purchase of additional ports.

Agent Productivity Summary

This summary shows a breakdown, by agent, of the productivity measures to determine how the agent is performing, compared to other agents with items like login time, unavailable time, handle time, refusals, holds, etc.

Skill Productivity Summary

This summary shows a breakdown, by skill, of the productivity measures to determine how the skill is performing, compared to other skills with items like queued, handled, abandoned, handle time, etc.

API - [GET]/agents/{agentId}/interaction-history

This method takes an agentId as input and will return information on the contacts that Agent was involved in between the dates specified, or since the ISO 8601 date/time provided in updatedSince parameter. You can optionally filter the contacts by media type.

API - [GET]/agents/{agentId}/interaction-recent

This method returns information for all outbound phone contacts handled by the Agent identified by agentId over the reporting period specified by startDate and endDate. The maximum period that this data can be requested for is 30 days.

API - [GET]/agents/{agentId}/login-history

This method will return the list of unique logins for the Agent identified by "agentId" within the period defined by "startDate" and "endDate" or return all of the logins if no reporting period is specified.

API - [GET]/agents/performance

This method returns a per-agent summary for all Agents in the business unit over the time frame between "startDate" and "endDate". The date fields require quarter hour time stamps.

API - [GET]/agents/{agentId}/performance

This method returns a summary for the Agent specified over the time frame between "startDate" and "endDate". The date fields require quarter hour time stamps.

API - [GET]/contacts/{contactId}

This method will return information on the Contact specified by contactId. This method will return different information based on if the Contact is active or completed. If the Contact is active it will return the same payload as the GET /contacts/active API and if completed it will return the same payload as the GET /contacts/completed API.

API - [GET]/contacts/completed

This method will return information on all of the completed Contacts within the period defined by startDate and endDate or return all the completed Contacts that have been updated since the time specified by updatedSince. This method allows you to filter by multiple fields in the response for example you can request all Contacts for a specific Agent and Skill in a single request.

API - [GET]/contacts/{contactId}/call-quality

This method returns the metrics associated with the quality of the voice legs for the Contact identified by "contactId".

API - [GET]/contacts/{contactId}/statehistory

This method will return information on the states that a Contact, identified by "contactId", has gone through.

API - [GET]/contacts/{contactId}/custom-data

This method will return any custom data for the Contact specified by contactId. The data returned by this API is custom data that was created using the Studio script ASSIGN action with the SavetoDB property set to “True”.

API - [GET]/skills/summary

This method returns both real time and reporting summary data for every Skill in the business unit.

API - [GET]/skills/{skillId}/summary

This method returns both real time and reporting summary data for a Skill, identified by "skillId", in the business unit.

API - [GET]/skills/sla-summary

This method will return summary information on the SLA compliance of contacts for all Skills that were created during the time specified between "startDate" and "endDate".

API - [GET]/skills/{skillId}/sla-summary

This method will return summary information on the SLA compliance of contacts for the Skill specified by "skillId" that were created during the time specified between "startDate" and "endDate".

API - [GET]/teams/performance-total

This method returns a Team summary for all Teams in the business unit over the time frame between "startDate" and "endDate". The date fields require quarter hour time stamps. NOTE: The times need to be in 15 minute increments. It fails if not sent that way.

API - [GET]/teams/{teamId}/performance-total

This method returns a summary for the Team identified by teamId over the time frame between "startDate" and "endDate". The date fields require quarter hour time stamps. NOTE: The times need to be in 15 minute increments. It fails if not sent that way.

API - [GET]/reports

This method will allow you to get a list of all reports listed in your CXone Central or CXone UserHub Business Unit. The list includes Prebuilt reports, Data Download reports, and public and private Custom reports that were created by users in your Business Unit. The Data Download and Custom reports can be started using the POST /report-jobs/{reportId} API call or through the Data Download scheduler or the Custom report scheduler in your CXone Central or CXone UserHub Business Unit.

API - [GET]/report-jobs

This method will allow you to retrieve a list of Reporting Jobs consisting of reports that are currently running and reports that have completed their run. Completed Reporting Jobs will include a URL that can be used to retrieve the results of the completed Reporting Job. The Reporting Job list contains Data Download and Custom reports, both of which can run via their respective scheduling tools or an API call. This Reporting Job list does not include Prebuilt reports because Prebuilt reports do not have a scheduling tool and cannot be run via an API call. The Data Download and Custom reports can be started using the POST /report-jobs/{reportId} API call or through the Data Download scheduler or the Custom report scheduler in your CXone Central or CXone UserHub Business Unit.

API - [GET]/report-jobs/{jobId}

This method will allow you to retrieve information about a specific Data Download or Custom reporting job based on the required {jobId} parameter. The reporting job will be either a Data Download or a Custom report, both of which can run via their scheduling tool or an API call. This reporting job will never be for a Prebuilt report because Prebuilt reports do not have a scheduling tool and cannot be run via an API call. Data Download and Custom reports can be started using the POST /report-jobs/{reportId} API call or through the Data Download scheduler or the Custom report scheduler in your CXone Central or CXone UserHub Business Unit.

API - [POST]/report-jobs/{reportId}

This method will allow you to start (run) a report job for a Custom Report identified by its {reportId}. If you wish to, you can check the status of your report job by doing the following: (1) run the [GET]/report-jobs API and obtain the {jobId} of the report you are interested in and (2) run the [GET]/report-jobs/{jobId} API. NOTE: You can obtain the required {reportId} by running the [GET]/report-jobs API or you can locate it in the Reporting > Custom Reports > Report Templates section of your CXone Central or CXone UserHub Business Unit.

API - [POST]/report-jobs/datadownload/{reportId}

This method will allow you to generate a Data Download report as either a Base64 encoded string or a file in CXone Central or CXOne UserHub in your Business Unit. NOTE: Timezone offset for startDate and endDate will not be accepted.

API - [GET]/contacts/{contactId}/hierarchy

This method returns information associated with the Master Contact ID and any Child Contact IDs, if they exist.

User Access List

This report provides information about the Agents, their ID, Security Profile, and their Status.

Admin and Agent CXone Logins

The Admin and Agent CXone Logins data download report displays login information relating to specific stations. This report includes the name of the agent and the dates and times that they last logged into a particular station. If a user has logged into CXone but not any of the agent applications, the agent specific fields will be blank.

Skill Control Notification History

The Skill Control Notification History data download report extends the availability of skill control notifications up to 90 days of historical data. This report allows users to filter notifications based on skill, date, or time.

Digital Engagement CDR Plus Disposition

The Digital Engagement CDR data download report displays all of the metrics included in the CDR Plus Disposition data download report plus metrics specifically used for the digital channel.

List of Agents All

The List of Agents All data download report returns a list of all agents you can access and includes the agent name, agent email, ID, team ID, last modification date-time, last login date-time, and active or inactive status.

Digital Agent Set for Voice

Displays a list of agents and whether they have a voice skill, as well as the first date of the billing month and the date each agent was given a voice skill during that billing month.

ASR Tuning Report (Automatic Speech Recognition)

The ASR Tuning report is used to view a list of failed utterances in the ASR system. The report captures the results of specific customer-facing Studio ASR actions including Asrmenu and Asryesno.

Billing Report - Ports

The Ports report shows the number of ports being used for the date range. Ports are billed by maximum number of ports used during the month. Port billing is based on your pricing model. Most models bill based on the number of configured ports. The concurrent model is the only model that bills ports based on usage.

Billing Report - Users

The Users report shows the total number of users during the date range.

Billing Report - Stations

The Stations report shows the number of stations being used for the date range. Stations are billed by maximum number of configured stations during the month.

Billing Report - Disk Usage

The Disk Usage report shows the amount of disk usage being used for the date range.

Billing Report - Logins

The Logins tab shows the number of unique logins during the selected date interval of the report.

Billing Report - Email Users

The Email report shows the number of email users during the selected date interval of the report.

Billing Report - Chat Users

The Chat report shows the number of chat users during the selected date interval of the report.

Billing Report - Voicemail Users

The Voicemail report shows the number of voicemail users during the selected date interval of the report.

Billing Report - Work Item Users

The Work Items report shows the number of work item users during the selected date interval of the report.

Billing Report - Personal Connection Users

The Personal Connection report shows the number of Personal Connection users during the selected date interval of the report.

Billing Report - Voice Users

The Voice report shows the number of voice users during the selected date interval of the report.

Change Audit Report

The Change Audit report details items that were changed, when they were changed and by whom.

Coaching Workflow Report

The Coaching Workflow report details specifics related to coaching assignments, the participants, the dates of assignment and fulfillment, and the status of the coaching assignment.

Transfers

The Transfers report gives a left-to-right accounting of contacts that originated (left) and were transferred (right) along with Agent, Contact ID, and date-time information.

IVR Press Path Detailed by Contact ID

This is a BIY (build it yourself) report. The fields and filters for this report help you create an in depth IVR Press Path report. In depth means that you can sort the results of this report to arrive at a step-by-step audit for every Contact ID that propagates through the IVR. Two things to consider: (1) If you have a high traffic IVR, consider adding a Campaign filter or a Skill filter and limiting your Date Range so the report does not fail to process, caused by a time-out condition. (2) When examining your results in a spreadsheet, create a custom sort by first sorting on Contact ID, smallest-to-largest, and then on IVR Action Sequence, smallest-to-largest. This will arrange your results in an easy to view sequence of events for each Contact ID.

Monitored Calls

This report gives information about Agents that were monitored, who monitored them, and when they were monitored.

Activity Audit Report

The Activity Audit report displays a breakdown of actions performed in different CXone Applications. It also tracks user activities, such as logins and logouts. You can filter the results based on Applications, Entities, Activities, and Employees. The “Activity Hierarchy” exists like this: (top level) Application - the CXone Application; (functional level) Entity - one of more functions or settings that are part of the Application; (activity level) Activity - one or more options, choices, settings, etc., of the Entity.

IVR Press Path

The IVR Press Path report displays details on the path that callers take through the IVR so you can tune your IVR to improve user experience and minimize abandoned calls. The IVR Press Path report shows choices, decision points or branching points that callers take in your IVR. These are called “Actions”. The IVR Press Path report produces a row of data for each of Studio script Actions, which include BEGIN, CASE, IF, MENU, and REQAGENT. There is an additional Action called IVRLOG. The IVRLOG is a special Studio scripting Action because, unlike the other Studio scripting Actions, it is not a branch or decision point. The sole purpose of the IVRLOG Action is to provide “sign posts” in the IVR that makes it more readable and comprehensible. Since the IVRLOG Action does not change the flow of the call, it can be used liberally throughout the IVR Studio script. When preparing to run the IVR Press Path report, at least one filter must be selected. The ways the IVR Press Path report can be filtered are: by Point of Contact, by Skill, and by Script Name. NOTE: Although the platform stores 90 days worth of data, the data is retrievable in intervals of no more than 30 days.

Skill Proficiencies Detail

The Skill Proficiencies Detail report gives a list of agents, their ACD skills, and proficiency levels for each skill. This report provides a supervisor with a high-level view of skills and skill proficiencies assigned to each agent. Supervisors can use this report to assess how well skills are being covered and where skill proficiency adjustments may be needed. The report allows users to filter on by Campaign, Skills, Teams, and Agents. Color coding of agents' proficiencies in their respective skills makes them easily identified.

Analytics Metric Statistics

The Analytics Metric Statistics report provides analytics statistics at the Team and Agent level. The report can be used to identify areas where Agents may require coaching or training to improve their overall performance. Supervisors or managers can use the Analytics Metric Statistics report to follow up on their Agents' performance to improve customer satisfaction and operational efficiency. NOTE: The total interactions is the total interactions ingested into the IA tool. There are calls that are not ingested into the IA tool. For example, call where only one of the two parties were speaking e.g., "ghost" calls, hang ups, voice mails where the Agent does not respond, etc.

Analytics Category Statistics

The Analytics Category Statistics report provides analytics statistics at the Team and Agent level. The report can be used to identify areas where Agents may require coaching or training to improve their overall performance. Supervisors or managers can use the Analytics Category Statistics report to follow up on their Agents' performance according to specifically defined categories, such as billing, tech support, etc. and can be used to improve customer satisfaction and operational efficiency. NOTE: The total interactions is the total interactions ingested into the IA tool. There are calls that are not ingested into the IA tool. For example, call where only one of the two parties were speaking e.g., "ghost" calls, hang ups, voice mails where the Agent does not respond, etc.

List of Agents Report

The List of Agents report is a filterable table view of all agents in your contact center. This report is an advanced business intelligence (BI) report. You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

Callback Report - Successful and Unsuccessful

This is a BIY (build it yourself) report. The fields and filters for this report help you create a callback report that shows callbacks requested, callbacks attempted, and the status of the callbacks attempted e.g., successful or unsuccessful. These are displayed on an individual Contact ID basis so you can see the status of each callback request that was made during the report interval. Change the report interval using the Parameters > Date Range option in the Custom Report builder. When building the report, select Model=Intraday Contact Detail if you wish hourly updated reports or select Model=Contact Detail if you do not need hourly updated reports. Add the filters: Field Group: Media Type Name=Phone Call and Metric Group: Callback Request=1.

Evaluation Details (QM)

The Evaluation Details report displays data for all types of evaluations (agent evaluations, calibrations, self-assessments), as well as the associated interaction data. This report captures records based on the evaluation start date. It's a great way to access information quickly, and gain insights about evaluations.

Evaluation Report (QM)

The Evaluation Report displays data regarding the different types of evaluations (agent evaluation, calibration, self-assessment), as well as relevant associated interaction data.

Question Data Report (QM)

The Question Data Report displays data for the questions and answers in evaluation forms. You can use this report to identify trends in quality management in your organization. For example, you might notice that agents are failing to greet customers properly, based on the answers to the question, "Did the agent greet the customer?" You may decide that your agents need more coaching as a result.

Evaluation Question Details (QM)

The Evaluation Question Details report displays questions from a single evaluation form and all of their associated data. You can use this report to identify evaluation trends your organization. The report consists of 1 large grid that contains all raw question data for the teams and evaluation form selected to run the report. This includes answers and available answer options for questions, data regarding the evaluation, information about the different questions (critical, from the question bank, etc.) and agent information. Right click in the grid for more actions. This report is an advanced business intelligence (BI) report.

Evaluation Question and Answer Details (QM)

The Evaluation Question and Answer Details report displays a table with every question answered by an evaluator, along with their answers. This can help you gain evaluation insights for your team across several channels. The report consists of one large grid that contains all raw question and answer data for the teams and evaluation form selected to run the report. Each row represents the answers from a single evaluation and each column represents one of the questions from the form.

Evaluations by Section and Question (QM)

The Evaluations by Section and Question report displays data for agent evaluations, broken down by the sections and questions in a single evaluation form. You can use this information to identify evaluation trends in your organization.

Evaluator Analysis (QM)

The Evaluator Analysis report displays evaluator performance and evaluation progress within quality plans and for ad hoc evaluations. This report captures evaluation records based on the evaluation start date. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and focus on performance.

Detailed Agent Summary Report

The Detailed Agent Summary Report uses several statistics to show agent performance, utilization and may even call out what is considered as call avoidance.

Detailed Agent Summary Report (Hourly)

The Detailed Agent Summary Report Hrly uses several statistics to show agent performance, utilization and may even call out what is considered as call avoidance based on hourly intervals.

Adherence Report (WFM) - Agent Summary Tile

The Adherence - Agent Summary report displays the total time each agent was scheduled for activities compared with the actual time they spent on activities, as well as their total time in and out of adherence. Selecting any of the agents in this widget will filter the data in all of the other widgets. You can hold the Ctrl key to select several agents in this widget and filter the other widgets in the report with the data for all the selected agents. Click View in the Raw Data column for any agent to open a specialized report page with that agent's raw adherence data. This graph displays a breakdown of the agent's schedule, detailing the hours in which they were in adherence and out of adherence, along with their scheduled and actual activities.

CXone UserHub User Report (Download / Bulk Upload)

In CXone, users are called employees. All users require an employee account to work in CXone, including agents, managers, administrators, and business users. Each employee account includes up to six tabs with information and configurable settings. The tabs available in your employee accounts depend on the applications in your environment.

CXone Central User Report (Download / Bulk Upload)

In CXone, users are called employees. All users require an employee account to work in CXone, including agents, managers, administrators, and business users. Each employee account includes up to six tabs with information and configurable settings. The tabs available in your employee accounts depend on the applications in your environment.

Evolve Contact Data (WFM)

The Evolve Contact Data report is a source of information that feeds the Workforce Management (WFM) product. NOTE: This report appears in the Data Download section of existing reports ONLY for Customers that have the Workforce Management (WFM) product.

Evaluations by Teams (QM)

The Evaluations by Team report displays evaluation data across all channels for your teams and the agents in those teams. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and focus on the quality of your agents' interactions.

List of Campaigns Report

The List of Campaigns report is a filterable, in-depth view of all of the created campaigns in your tenant. When you select a row in the report table, the Historical Data table populates with information about the selected entity. Each row in the Historical Data table displays the entity's details before a modification was made.

Adherence Report (WFM) - Activity Summary Tile

The Activity Summary widget displays adherence and conformance metrics for each activity on agents' schedules.

Voice Agent Set for Digital

The Voice Agent Set for Digital data download report shows which agents became Digital First Omnichannel digital agents during a given billing period. It shows the date during the billing period when an agent was assigned a digital skill. Digital skills include chat, email, SMS, and so on. If DateUpdatedToDigital shows the first day of the billing month, the agent may have been given a digital skill during a previous billing period.

API - [POST]/data-extraction/v1/jobs - QM Workflows

The QM Workflow API allows you to extract QM Workflow data, including evaluations, self-assessments, and calibrations. <p dir="ltr"><span style="font-size: small;">Set the following parameters in the <strong>[POST]/data-extraction/v1/jobs</strong> API in order to return the QM Workflows data.</span><br /><span style="font-size: small;">"entityName": "<span style="color: #ff0000;"><strong>qm-workflows</strong></span>",</span><br /><span style="font-size: small;">"version": "<span style="color: #ff0000;"><strong>3</strong></span>",</span><br /><span style="font-size: small;">"startDate": "2022-09-22", (any date equal to or prior to the endDate)</span><br /><span style="font-size: small;">"endDate": "2022-09-22",&nbsp; (any date equal to or later than to the startDate)</span><br /><span style="font-size: small;">This will return a 32 character alphanumeric Job ID unique identifier.</span><br /><span style="font-size: small;">You can execute the&nbsp;<strong>[GET]/data-extraction/v1/jobs</strong></span> &nbsp;<span style="font-size: small;">API to see the status of the&nbsp;<strong>[POST]/data-extraction/v1/jobs</strong>&nbsp;API.</span><br /><span style="font-size: small;">If the processing is finished, the response from the [POST]/data-extraction/v1/jobs API will give the ID number and the STATUS, like the following:</span><br /><span style="font-size: small;">"id": "01f5d1b8-cf92-466e-8b6e-c870a2f183fe",</span><br /><span style="font-size: small;">"status": "SUCCEEDED"</span><br /><span style="font-size: small;">Now, you can use the <strong>[GET]/data-extraction/v1/jobs/{jobId}</strong> API to obtain a browser URL that will initiate the download of the [POST]/data-extraction/v1/jobs API.</span><br /><span style="font-size: small;">Enter the Job ID unique identifier in the jobId edit box and click Execute.</span><br /><span style="font-size: small;">A long URL will be returned in the response body.&nbsp; Copy the URL and paste it into a browser address bar and press enter.&nbsp; The report will download as a comma separated value (CSV) file.&nbsp; The file can then be opened with a spreadsheet or similar.</span></p>

API - [POST]/data-extraction/v1/jobs - QM Questions and Answers

The QM Questions and Answers API allows you to extract the questions and answers from QM evaluations, self-assessments, and calibrations. <p dir="ltr"><span style="font-size: small;">Set the following parameters in the <strong>[POST]/data-extraction/v1/jobs</strong> API in order to return the QM Questions and Answers data.</span><br /><span style="font-size: small;">"entityName": "<span style="color: #ff0000;"><strong>qm-questions</strong></span>",</span><br /><span style="font-size: small;">"version": "<span style="color: #ff0000;"><strong>1</strong></span>",</span><br /><span style="font-size: small;">"startDate": "2022-09-22", (any date equal to or prior to the endDate)</span><br /><span style="font-size: small;">"endDate": "2022-09-22",&nbsp; (any date equal to or later than to the startDate)</span><br /><span style="font-size: small;">This will return a 32 character alphanumeric Job ID unique identifier.</span><br /><span style="font-size: small;">You can execute the&nbsp;<strong>[GET]/data-extraction/v1/jobs</strong></span> &nbsp;<span style="font-size: small;">API to see the status of the&nbsp;<strong>[POST]/data-extraction/v1/jobs</strong>&nbsp;API.</span><br /><span style="font-size: small;">If the processing is finished, the response from the [POST]/data-extraction/v1/jobs API will give the ID number and the STATUS, like the following:</span><br /><span style="font-size: small;">"id": "01f5d1b8-cf92-466e-8b6e-c870a2f183fe",</span><br /><span style="font-size: small;">"status": "SUCCEEDED"</span><br /><span style="font-size: small;">Now, you can use the <strong>[GET]/data-extraction/v1/jobs/{jobId}</strong> API to obtain a browser URL that will initiate the download of the [POST]/data-extraction/v1/jobs API.</span><br /><span style="font-size: small;">Enter the Job ID unique identifier in the jobId edit box and click Execute.</span><br /><span style="font-size: small;">A long URL will be returned in the response body.&nbsp; Copy the URL and paste it into a browser address bar and press enter.&nbsp; The report will download as a comma separated value (CSV) file.&nbsp; The file can then be opened with a spreadsheet or similar.</span></p>

API - [POST]/data-extraction/v1/jobs - Recording Interaction Metadata

The Interaction Metadata API allows you to extract CXone Recording interaction metadata. <p dir="ltr"><span style="font-size: small;">Set the following parameters in the <strong>[POST]/data-extraction/v1/jobs</strong> API in order to return the Interaction Metadata.</span><br /><span style="font-size: small;">"entityName": "<span style="color: #ff0000;"><strong>recording-interaction-metadata</strong></span>",</span><br /><span style="font-size: small;">"version": "<span style="color: #ff0000;"><strong>5</strong></span>",</span><br /><span style="font-size: small;">"startDate": "2022-09-22", (any date equal to or prior to the endDate)</span><br /><span style="font-size: small;">"endDate": "2022-09-22",&nbsp; (any date equal to or later than to the startDate)</span><br /><span style="font-size: small;">This will return a 32 character alphanumeric Job ID unique identifier.</span><br /><span style="font-size: small;">You can execute the&nbsp;<strong>[GET]/data-extraction/v1/jobs</strong></span> &nbsp;<span style="font-size: small;">API to see the status of the&nbsp;<strong>[POST]/data-extraction/v1/jobs</strong>&nbsp;API.</span><br /><span style="font-size: small;">If the processing is finished, the response from the [POST]/data-extraction/v1/jobs API will give the ID number and the STATUS, like the following:</span><br /><span style="font-size: small;">"id": "01f5d1b8-cf92-466e-8b6e-c870a2f183fe",</span><br /><span style="font-size: small;">"status": "SUCCEEDED"</span><br /><span style="font-size: small;">Now, you can use the <strong>[GET]/data-extraction/v1/jobs/{jobId}</strong> API to obtain a browser URL that will initiate the download of the [POST]/data-extraction/v1/jobs API.</span><br /><span style="font-size: small;">Enter the Job ID unique identifier in the jobId edit box and click Execute.</span><br /><span style="font-size: small;">A long URL will be returned in the response body.&nbsp; Copy the URL and paste it into a browser address bar and press enter.&nbsp; The report will download as a comma separated value (CSV) file.&nbsp; The file can then be opened with a spreadsheet or similar.</span></p>

Agent Contact Performance

The Agent Contact Performance report displays key CXone-related metrics for each interaction that your agents handled during the time period you select. This provides in-depth data on agent performance such as the number of calls the agent put on hold or the number of times the agent consulted. You can view overall performance data with the two charts, common KPIs across all agents, or the full agent performance details in the table. The report table displays data for interactions that each agent handled.

API - [GET]/wfm-data/agents/schedule-adherence

This method will return the schedule adherence statistics generated by the WFM Data Collector for a specific date range bounded by the "startDate" and "endDate" parameters.The maximum range for this method is 5 minutes.

API - [GET]/wfm-data/skills/contacts

This method will return the Contact statistics generated by the WFM Data Collector for a specific date range bounded by the "startDate" and "endDate" parameters. The maximum range for this method is 1 hour.

API - [GET]/wfm-data/agents

This method will return the agent metadata changes for a specific date range bounded by the "startDate" and "endDate" parameters. The maximum range for this method is 14 days.

CXone UserHub Employee Report (Download / Bulk Upload)

Bulk upload allows you to create and upload the following using CSV files for employee data including name, email address, user name, mobile number. You can upload up to 1,000 employee records at a single time by using the Bulk Upload Portal UI or by using the Import Employees option.

Abandons By Skill

The Abandons by Skill report shows the total number of times a contact abandoned in each skill. It also shows how many abandons occurred in each time interval, such as 30 to < 60 seconds, 60 to < 90 seconds, and 2 to < 5 minutes. You can use this report to identify the skill where the most abandons occur, and how long contacts are waiting before reaching an agent. The Abandons by Skill report groups abandons into abandon types, including prequeue, short, long, outbound, and other.

Agent Contact History

The Agent Contact History report provides detailed insight into how agents interact with contacts. This report includes data from ACD and Digital First Omnichannel. It includes over 30 metrics and a bar chart that displays a more detailed view of data by file type. Many of these metrics are specific to digital contacts.

API - [GET]/contact-state-descriptions

Useful for understanding all the categories of contact states in an API, report or dashboard.

API - [GET]/contacts/state

This API will return the real time state for all active Contacts in the business unit.

API - [GET]/contacts

Gets information the list of contacts. This method will return different information based on if the Contact is active or completed. If the Contact is active it will return the same payload as the [GET]/contacts/active API and if completed it will return the same payload as the [GET]/contacts/completed API.

Adherence Report (WFM) - Adherence Over Time Tile

The Adherence Over Time Widget displays how much time agents spent in and out of adherence by day, over the time range you defined when you ran the report. From the drop-down list at the top of the widget, select one or more activities. The chart will display the total amount of time scheduled for the selected activities, as well as the amount of time agents were in and out of adherence.

Adherence Report (WFM) - Agent Adherence Variance Tile

The Agent Adherence Variance widget displays each agent as a separate dot on the graph. The legend on the right displays the different dot colors and the corresponding adherence percentage range. The table below provides a description for each element in the graph.

Adherence Report (WFM) - OOA (Out Of Adherence) Cause Tile

The OOA (Out of Adherence) Cause widget displays the activities agents were actually performing instead of their scheduled activities when they were out of adherence. From the drop-down list in the widget, select at least one scheduled activity. The chart will display the activities the agents performed instead of those selected.

Agent Skill Assignment - Average Skill Proficiency Tile

The Agent Proficiency Average widget displays each agent's average skill proficiency. It accounts for all the skills the agent is assigned to. It displays average skill proficiencies in descending order, with 1 being the most proficient and 20 being the least proficient.

Agent Skill Assignment - Count of Agent Skill Tile

The Agent Skill Assignment widget displays the number of skills assigned to each active agent. It displays this data in descending order; the agent with the most skills appears at the top.

Agent Skill Assignment - List of Agents' Skill Assignments Tile

The Agent Skill Assignments table has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Callback Detail - Callbacks By Skill

This report includes a doughnut chart that displays the number of callbacks per skill for the time period selected for the report. You can hover over different areas of the chart to see more details.

Callback Detail - Callback Over Time

This report includes a line graph displaying how many total callbacks occurred over the time period of the reports. You can choose whether the line graph shows data by Day or Month with the Time Options drop-down.

Callback Detail - Callback Intervals By Skill

This table displays callback intervals by skill. You can see how long each contact waited for a callback in each skill.

Callback Detail - Callback Detail

This table displays details for each callback such as how long the contact was in a callback state, the skill name, ANI, and DNIS.

Campaign Summary - Contacts Over Time

The Campaign Summary report displays information about the active campaigns in your organization.

Campaign Summary - Handled Contacts By Campaign

The Campaign Summary report displays information about the active campaigns in your organization.

Campaign Summary - Campaign Summary

The Campaign Summary report displays information about the active campaigns in your organization.

Campaign Summary - Skill Summary

The Campaign Summary report displays information about the active campaigns in your organization.

BI Access Report

The BI Access report helps you to view the list of users with the Can View BI Access attribute. Using this report, you can manage the BI Reporting licenses for the organization. BI reports have no usage fee for up to 10% of either the concurrent or configured users, depending on the pricing model. Once the 10% threshold is passed, the organization is billed for each additional employee with this checkbox selected.

Contact States by Interval - Seconds

The Contact States by Interval report allows you to view the number of contacts in each state for a selected time period. The report divides this data into time intervals, showing you how long contacts spent in each state. You can see how many contacts were in the state for less than 30 seconds, 30 to 60 seconds, 60 to 90 seconds, and so on. NOTE: If the CONTACT NO (Contact ID) is selected to be included as one of the columns of data, then the CONTACT STATE COUNTs will all equal to one ( 1 ). This is because the table is returning individual Contact IDs and not groups of Contact IDs based on SKILL NAME or CONTACT STATE NAME. If you want to see the total number of contacts by SKILL NAME or CONTACT STATE NAME, then do not include (uncheck) the CONTACT NO from the column dropdown list at the top of the data table.

Contact States by Interval - Minutes

The Contact States by Interval report allows you to view the number of contacts in each state for a selected time period. The report divides this data into time intervals, showing you how long contacts spent in each state. You can see how many contacts were in the state for less than 30 seconds, 30 to 60 seconds, 60 to 90 seconds, and so on. NOTE: If the CONTACT NO (Contact ID) is selected to be included as one of the columns of data, then the CONTACT STATE COUNTs will all equal to one ( 1 ). This is because the table is returning individual Contact IDs and not groups of Contact IDs based on SKILL NAME or CONTACT STATE NAME. If you want to see the total number of contacts by SKILL NAME or CONTACT STATE NAME, then do not include (uncheck) the CONTACT NO from the column dropdown list at the top of the data table.

Digital Agent Contact Performance

This report displays information for digital skills and metrics specific to digital contact handling. It includes metrics for Avg First Response Time, Avg Agent Response Time, Avg Handle Time, Avg Focus Time, Avg Customer Responses, and Avg Agent Responses.

Digital Messages - Total Contacts By Agent

The Summary Digital Messages table provides overview data for each agent within your selected parameters. Right-click any column in the table to sort the data.

Digital Messages - Messages By Agent

The Summary Digital Messages table provides overview data for each agent within your selected parameters. Right-click any column in the table to sort the data.

Digital Messages - Summary Digital Messages

The Summary Digital Messages table provides overview data for each agent within your selected parameters. Right-click any column in the table to sort the data.

Digital Messages - Detailed Digital Messages

The Summary Digital Messages table provides overview data for each agent within your selected parameters. Right-click any column in the table to sort the data.

Agent Behavior Insights - My Agents (QM)

The Agent Behavior Insights report displays behavior insights for agents and their interactions. It includes a summarized score at the team level. You can drill down to see the agent's behavioral metrics for each interaction. This report includes five widgets that help you analyze your agent's performance.

Agent Behavior Insights - Agent Summary (QM)

The Agent Behavior Insights report displays behavior insights for agents and their interactions. It includes a summarized score at the team level. You can drill down to see the agent's behavioral metrics for each interaction. This report includes five widgets that help you analyze your agent's performance.

Agent Behavior Insights - Interactions (QM)

The Agent Behavior Insights report displays behavior insights for agents and their interactions. It includes a summarized score at the team level. You can drill down to see the agent's behavioral metrics for each interaction. This report includes five widgets that help you analyze your agent's performance.

Agent Session - Total Unavailable Time

The Agent Session report allows supervisors to view more in-depth data for their agents in a single location. It focuses on information such as how much time the agents spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.

Agent Session - Agents With Most Available Time

The Agent Session report allows supervisors to view more in-depth data for their agents in a single location. It focuses on information such as how much time the agents spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.

Agent Session - Agents With Most Working Time

The Agent Session report allows supervisors to view more in-depth data for their agents in a single location. It focuses on information such as how much time the agents spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.

Agent Session - Agent Session Summary

The Agent Session report allows supervisors to view more in-depth data for their agents in a single location. It focuses on information such as how much time the agents spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.

Agent Session - Agent Unavailable Detail

The Agent Session report allows supervisors to view more in-depth data for their agents in a single location. It focuses on information such as how much time the agents spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.

Calibration Participation (QM)

The Calibration report helps you to calibrate evaluation forms. During calibration, the evaluation form is sent to a number of users to evaluate. The Calibration report automatically tracks variance between evaluators and individual evaluator performance. You can run the report on different versions of the same evaluation form and see the change in variance between the versions.

Calibration Report - Form Detail View (QM)

The Calibration report helps you to calibrate evaluation forms. During calibration, the evaluation form is sent to a number of users to evaluate. The Calibration report automatically tracks variance between evaluators and individual evaluator performance. You can run the report on different versions of the same evaluation form and see the change in variance between the versions.

Intraday Report

The Intraday report shows weekly forecasted data by skills for the selected week. It enables you to compare the actual data with the forecasted data, and spot areas where you can plan better.