Data Download Reports Reference

Some reports listed here may not be available because you may not have some of the reports enabled in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

Report	Details
Agent By Day	Displays the number of seconds agents spent in each state The availability status of an agent. by day. It includes the agent ID and the amount of time the agent spent in each state for a specific day.
Agent Info Call Detail	Displays a list of all active agents, including the agent name, ID, and team.
Agent List Extended	Displays information about all agents in your environment, including the agent ID, name, email address, and information optionally configured in the User Properties tab of the agents' user profiles. It is similar to the List of Agents Data Download Report and the Agent List Data Download Report but it includes an extended list of attributes.
Agent List	Displays information about all agents in your environment, including the agent ID, name, email address, and last modification and login dates. It is similar to List of Agents Data Download Report but contains the date and time of the last modification and the status of the user profile.
Agent Refusal	Displays information about contacts that agents refused, including the agent ID and name, the station used, if any, the reason for refusal, and the date and time the refusal occurred.
Agent State Log	Displays information about the dispositions Result that the agent or system assigns to the contact when the interaction ends. assigned to each skill, including the disposition and skill names and IDs, the display order of the dispositions, and whether agents can or are required to write notes as part of the disposition.
Agent States	Displays information about all possible agent states that an agent can enter. It includes default system states and custom states.
Agent Summary by Day	Displays information about agents' performance by day, including their total time logged in each day in the date range specified, the amount of time spent in each state by day, and the percentage of time spent handling contacts. It is similar to the Agent Summary Data Download Report, but it displays information on a per-day basis.
Agent Summary (in Minutes)	Displays agents who have been active in the specified time period, displayed by day, including how they spent their time in minutes and how many inbound and outbound contacts they handled. It is similar to the Agent Summary by Day Data Download Report, but the time data is in minutes instead of seconds.
Agent Summary	Displays information about an agent, including how the agent spent time each day in the specified time period and the number of contacts handled per day.
Agent Time Card (Expanded)	Displays information about agents' login sessions, including the agent name, login date/time, logout date/time, the session duration, and the week of the year during which the session occurred. It is similar to the Agent Timecard Data Download Report, but it also contains the agent name, team ID, and week number.
Agent Timecard	Displays information about agents' login sessions, including the login date/time, logout date/time, and the session duration.
All Callbacks	Displays all scheduled callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. that occurred in the date range specified, including the date an agent scheduled the callback, the agent who scheduled it, the contact's phone number, the days of the week and the date range the callback should occur, and the date the callback actually occurred.
Audit History	The Audit History data download report displays a list of all of the administration changes within the specified time period. Tracked events include changes to campaigns, skills, teams, agents, and other administrative fields. The original value and new value are displayed so you can easily compare the changes.
Blocked Calls	Displays information about phone calls contacts attempted to place to your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment 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 (Comprehensive)	Displays comprehensive information about contacts who entered the system during the specified time period, including the skill, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
Call Detail Comp with Hold	Displays comprehensive information about contacts who entered the system during the specified time period, including the skill, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
Call Detail	Displays basic information about contacts who entered the system during the specified time period, including the skill, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
Call Detail w/Callback Time	Displays detailed information about phone calls, including contact details, the amount of time the contact spent in each state including the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state, and the ANI Also known as caller ID. Listed phone number of an incoming voice call..
Call Detail w/Recordings	Displays information about a call, including contact and agent information, whether the call was abandoned call Call that enters the contact center system, but the caller ends the call before reaching an agent. or logged, and how much time was spent in each state of the call.
Campaign List	Displays a list of all campaigns A grouping of skills used to run reports. you can view, including the campaign name, ID, whether it is active, and the date and time it was last modified.
CDR Plus Disposition	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill, and so forth, that handled the call, how the contact's time was spent, and information about the disposition Result that the agent or system assigns to the contact when the interaction ends.s assigned to the contact.
CDR Plus Disposition Notes	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill, and so forth, that handled the call, how the contact's time was spent, and information about the dispositions Result that the agent or system assigns to the contact when the interaction ends. assigned to the contact.
Contacts with Disposition Notes	Displays a list of all contacts who entered the system in the specified time period, including the contact ID, master contact ID The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times., the date and time the contact entered the system, the agent and team that handled the contact, the disposition Result that the agent or system assigns to the contact when the interaction ends. set, and any disposition notes the agent wrote.
Custom Data Report	Displays all variables published by custom scripts. For example, if a script prompts a caller for an account number, the script can publish the variable with the ASSIGN action, and the variable name and value appear in this report.
Detail (Comprehensive with Hold)	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill, and so forth, that handled the call and how the contact's time was spent.
Detail (Comp RT with Hold)	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill, and so forth, that handled the call and how the contact's time was spent.
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.
Digital Engagement CDR Plus Disposition	Displays all of the metrics included in the CDR Plus Disposition data download report plus metrics specifically used for the digital channel.
Dispositions per Skill	Displays information about the dispositions Result that the agent or system assigns to the contact when the interaction ends. assigned to each skill, including the disposition and skill names and IDs, the display order of the dispositions, and whether agents can or are required to write notes as part of the disposition.
Expanded Call Detail	Displays information about phone calls within the specified time range, including who handled the call and how much time the contact spent in each state.
Expanded Call Detail	Displays information about phone calls within the specified time range, including who handled the call and how much time the contact spent in each state.
License by Half Hour	Displays the maximum number of ports Where information transfers, over a network, between a computer and a server. each type of media, or channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on., used each half hour during the specified time period.
List Inventory All Attempts	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.
List Inventory by Created	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	Displays detailed information about all contacts modified 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 of Agent Skills	Displays a list of all agents you can view and the skills assigned to them. You can view the agent ID, skill ID, and proficiency level of the agent.
List of Agent Skills 2	Displays a list of agents and their skills, including the proficiency of the agent in each skill. It differs from the List of Agent Skills Data Download Report because it includes the agent name in addition to the ID.
List of Agents	Displays a list of all agents you can access and includes the agent name, ID, and team ID.
List of Agents All	Returns a list of all agents you can access, including basic information such as agent ID, name and email, last login, and so forth.
List of Campaigns	Displays a list of all campaigns A grouping of skills used to run reports. you can view, including the campaign names and IDs.
List of Contact Codes	Displays a list of all active points of contact and includes the point of contact ID A unique numerical identifier assigned to each contact. name.
List of Media Expanded	Displays a list of all configured media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. in your environment.
List of Media	Displays a list of all media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. available. It is a reference for other reports that include a Media_Type field.
List of Media	Displays a list of all configured media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. in your environment.
List of Outstate Codes	Displays a list of all outstate codes, including the ID, label, current status, and date and time of the last modification.
List of PoCs - Expanded	Displays detailed information about all points of contact you can access, including whether the point of contact is active or inactive and its associated skill, script, and media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
List of PoCs Expanded	Displays points of contact you can view, including the ID, point of contact, description, current status, associated script, and the media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
List of PoCst Expanded	Displays points of contact you can view, including the ID, point of contact, description, current status, associated script, and the media type.
List of Skills Expanded	Displays information about all skills you can view, including whether the skill is active or inactive, the campaign A grouping of skills used to run reports. and media type associated with the skill, the skill's SLA, and the last modification date and time. It is similar to the List of Skills Data Download Report but contains an expanded list of skill attributes.
List of ACD Skills	Displays a list of all ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you can view and includes the skill ID, name, the parent campaign A grouping of skills used to run reports. ID, and the skill type.
List of Skills	Displays information about all skills you can access in your environment, including the name, ID, associated campaign A grouping of skills used to run reports. number, and media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
List of Stations	Displays information about all agent stations you can access, including whether the station is active, the phone number and caller ID of the station, and the creation, last modification, and last login dates and times.
List of Teams	Displays a list of all teams in your account and includes the team ID, team name, and the current status of the team.
Longest InQueue by Hour	Displays the longest wait time a contact spent per hour per skill for the dates specified.
Monitored Calls Data Download Report	Displays a list of all monitoring actions taken within the selected time frame. The available data is updated every 15 minutes. The most common of these actions include monitor, coach, takeover, and barge. The interactions are pulled in from Supervisor.
PoC by Half Hour	Displays a list of all active points of contacts in the specified time period, reporting the activity by the half hour. Information includes the associated campaign A grouping of skills used to run reports. and skill, the number of agents active on the point of contact, the time spent there, SLA metrics, and number of abandons.
Point of Contact - Expanded	Displays information about the points of contacts you can access, including the default skill and script of the PoC and the skill's associated campaign A grouping of skills used to run reports., and media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
Real Time Agent States	Displays current information about the agents who are logged in, including their current state, whether they are available, and the ID associated with the contact they are handling, if any.
Skill Control Notification History	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.
Skill Summary	Displays skill that have been active in the specified time period and their contact stats by day, including the number of contacts who entered the skill, the number of abandons, and SLA Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities. information.
SMS Transcripts	Displays a transcript of SMS (text) messages, contact ID, source of the message, and the date and time the message was sent.
Team List	Displays a list of all teams that have been active within the specified time period, including the name and ID of the team and the date and time of its last modification. It is similar to the List of Teams Data Download Report but it contains the most recent modification date and time.
Team List with Status	Displays a list of all teams you can access, including the team ID, name, current status, and date and time of the last modification. It is similar to the List of Teams Data Download Report and the Team List Data Download Report but it includes the current team status.
Transfers Data Download Report	The Transfers data download report displays a list of all transferred contacts within the specified time period. This report includes who the contact is, which agents handled the contact, and how and when the contact was transferred.
Voice Agent Set for Digital	Displays a list of agents and whether they have a digital skill, as well as the first date of the billing month and the date each agent was given a digital skill during that billing month.