Prebuilt reports for NICE CXone enable you to review information related to your organization's processes.
See each report for the permissions you need enabled to use the report. You can access the reports from Reporting > Prebuilt Reports.
Some of the reports are business intelligence (BI) reports, providing advanced reporting capabilities. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.
Click the star next to any report in the list to add it to your favorites. Favorite reports will always appear at the top of the list, so you can find them easily.
ACD Reports
Prebuilt ACD reports enable you to review data related to interactions and routing.
|
Report |
Description |
Report Type |
|---|---|---|
| Abandon Rate Compliance Report | Controls the number of abandoned calls by using a percentage of the specified abandon rate | Outbound |
| Active Agents Report | Shows a list of all agents who are active | Agent |
| Active Contacts Report | Shows all pre-queue, in-queue, and active contacts connected to the platform | Contact |
| Agentless Productivity Report | Forecasts and tracks the success of an agentless ACD skill based on performance per ports utilized | Outbound |
| Agents by Team Report | Shows the structure of users and the teams they are assigned to | Agent |
| Agent Snapshot Report | Shows the most commonly tracked metrics regarding an agent's performance | Agent |
| Agent Summary Report | Provides a list of agents and an expanded view of their performance and utilization | Agent |
| Agent Time Card Report | Shows the total duration of time that agents were logged in during a selected date range | Agent |
| Agent Unavailable Time Report | Shows the amount of time an agent spent in each unavailable code | Agent |
| ASR Tuning Report | Used to view a list of failed utterances in the ASR system | IVR_ASR |
| Attempt Detail Report | Displays detailed information for each attempted outbound call | Outbound |
| Billing Report | Shows usage information that affects your tenant's monthly charges | Billing |
| Call Quality Explorer | Uses CXone Voice Diagnostics to give insights into the quality of voice interactions in your contact center | Analytics |
| Campaign Performance Report | Provides a list of campaigns with an expanded view of associated metrics | Agent |
| Campaign Summary by Campaign Report | Shows a campaign with queue-level metrics summarized by campaign A grouping of skills used to run reports. |
Agent |
| Campaign Summary by Skill Report | Shows a campaign with queue-level metrics summarized by Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Agent |
| Configured Stations Report | Lists the stations that are currently configured to handle calls | Agent |
| Contact Detail Report | Displays the current status of the records loaded to be called | Outbound |
| Contact History Report | Provides a detailed list of contacts handled for a selected time frame | Contact |
| DNC Activity Report | Displays the source of Do Not Call (DNC) record requests so that the user can ensure the requests are valid | Outbound |
| Email Interruptions Report | Shows how often chat or phone contacts interrupt agents responding to email contacts | Contact |
| Forced Logouts Report | Displays a list of users who have been manually logged out from the platform during a selected time frame | Agent |
| IVR Press Path Report | Displays details on the path that callers take through the IVR | IVR_ASR |
| Lead Source Audit Report | Displays a variety of metrics used to qualify how a list is performing in relation to each lead source | Outbound |
| List of Agents Report (BI) | Displays a table with all agents that meet the specified filter criteria | Agent |
| List of Campaigns (BI) | A filterable, in-depth view of all the created campaigns on your tenant. | Agent |
| List of Skills Report (BI) | Displays a table with all ACD skills that meet the specified filter criteria | Agent |
| List of Teams (BI) | A filterable, in-depth view of all the teams on your tenant. | Agent |
| List of Unavailable Codes (BI) | A filterable, in-depth view of all unavailable codes on your tenant. | Agent |
| Outbound Agent Performance Report | Shows an agent's/team's effectiveness in outbound skills for a selected date or range | Outbound |
| Outbound Disposition Report | Displays the aggregate count of each outcome selected for each disposition Result that the agent or system assigns to the contact when the interaction ends. type |
Outbound |
| Outbound DNC Audit Report | Displays the do not call (DNC) group requests including active and expired records based on the phone number entered | Outbound |
| Outbound Not Final by Outcome Report | Provides details about the number of non-final calls that ended with each outcome, organized by attempt | Outbound |
| Outbound Offering Dispositions Report | Lists all outbound offering dispositions as well as related agent dispositions and descriptions | Outbound |
| Port Utilization Report | Shows the number of ports Where information transfers, over a network, between a computer and a server. being used over time to fulfill work for specific Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Outbound |
| Promise Keeper Report | Displays a list of scheduled callbacks or secondary attempts to connect to contacts requesting further assistance | Agent |
| Rule Action History Report | Displays a history of all rule actions, whether automatic, non automatic, approved, or rejected | WFI |
| Rule Action Summary Report | Displays a summary of all rule actions, whether automatic, non automatic, approved, or rejected | WFI |
| Skill by Campaign Report | Shows a summary of Used to automate delivery of interactions based on agent skills, abilities, and knowledge, organized by campaigns A grouping of skills used to run reports. |
Agent |
| Skill Performance Report | Displays key metrics concerning the performance of your Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Agent |
| Skill Proficiencies Detail Report | Lists agents in a tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and their level of proficiency for each Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Agent |
| Skill Proficiencies Summary Report | Lists the Used to automate delivery of interactions based on agent skills, abilities, and knowledge and the total number of agents per proficiency level |
Agent |
| Supervisor Snapshot Report | Shows the most commonly tracked metrics regarding a team's performance | Agent |
| Teams and Unavailable Codes Report | Lists all teams and the unavailable codes assigned to them | Agent |
Audit Reports
Prebuilt audit reports for CXone enable you to review information related to general activity and processes for multiple applications. This includes user changes and activities.
The data for these reports is refreshed every 1-2 hours.
|
Report |
Description |
Report Type |
|---|---|---|
| Activity Audit Report | Displays a breakdown of actions performed in different applications in CXone. | Audit |
| Change Audit Report | Displays the details of changes made to existing entities or values. across CXone. | Audit |
Interaction Analytics Reports
Prebuilt business intelligence (BI) reports for Interaction Analytics enable you to review data related to interactions.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Analytics Metric Statistics | Displays analytics metric statistics to allow supervisors or managers to follow up on agents' performance to improve customer satisfaction and operational efficiency. | Agent/Teams |
| Analytics Category Statistics | Displays analytics category statistics to allow supervisors or managers to follow up on agents' performance to improve customer satisfaction and operational efficiency. | Agent/Teams |
Enlighten AI Routing Reports
These reports enable you to review information related to Enlighten AI Routing.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Enlighten AI Routing Summary | Shows the improvement Enlighten AI Routing has on your key focus metrics. | Agent |
QM Reports
Prebuilt QM reports enable you to review information related to Quality Management processes. This includes evaluations, calibrations, self assessments, etc.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Coaching Workflow Report | Displays coaching data and associated workflow information | Agent |
| Evaluations By Team (BI) | Evaluation data for both teams and agents, including averages and trends | Agent |
| Evaluations By Section and Question (BI) | Evaluation data displayed by the average scores on the different sections and questions in forms | Agent |
| Evaluation Details (BI) | Provides a complete table of all raw evaluation data | Agent |
| Evaluation Question and Answer Details (BI) | Provides a table with every question answered by an evaluator, along with their answers | Agent |
| Evaluation Question Details (BI) | Displays questions from evaluation forms and all of their associated data | Agent |
| Evaluation Report | Displays evaluation data and relevant associated interaction data | Agent |
| Evaluator Analysis (BI) | Review evaluator performance and track their evaluation data | Evaluator |
| Question Data Report | Displays question data and relevant associated evaluation answer data | Agent |
| Agent Behavior Insights (BI) | Displays behavior insights for agents and their associated interactions. It also includes summarized score at the team level. | Agent |
Recording Reports
Prebuilt business intelligence (BI) reports for CXone Recording enable you to review data related to CXone Recording. The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Recording Activity (BI) | View recording metrics by channel, direction, recording status, skill, and team. | Agent |
WFM Reports
Prebuilt business intelligence (BI) reports for WFM enable you to review data related to CXone Workforce Management and employee scheduling.
The data for these reports is refreshed every hour.
|
Report |
Description |
Report Type |
|---|---|---|
| Adherence (BI) | Displays agent schedule adherence metrics and root cause analysis | Agent |
| Time Utilization (BI) | View trends and time usage of the different activities in agent schedules | Agent |