Report Refresh Rates

Report data comes from a number of sources.

  • Tubes — The NICE inContact data mart, where custom report data comes from
  • Core — The production layer that runs NICE inContactNICE inContact applications
  • DW — The NICE inContactNICE inContact data warehouse. Core data is stored in the DW and tube pulls data from the DW.

The overall data feed is Core > DW > Tubes (data mart).

Report/Widget Source Refresh Rate
Contact
Active Contacts Report DW 10 seconds
Contact History DW 10 seconds
Email Interruptions Report  

10 seconds

Agent
Active Agents Report DW

10 seconds

Agent Snapshot Report Tubes 6 hours
Agent Summary Report DW 10 seconds
Agent Time Card Report DW 10 seconds
Agent Unavailable Time Report DW 10 seconds
Agents by Team Report DW 5 minutes
Campaign Performance Report Tubes 6 hours
Campaign Summary by Campaign Report DW 10 seconds
Campaign Summary by Skill Report DW 10 seconds
Configured Stations Report   5 minutes
Forced Logouts Report DW 10 seconds
Promise Keeper Report   5 minutes
Skill Performance Report Tubes 6 hours
Skill Proficiencies Detail Report DW 5 minutes
Skill Proficiencies Summary Report DW 5 minutes
Skill by Campaign Report DW 5 minutes
Supervisor Snapshot Report Tubes 6 hours
Teams and Unavailable Codes Report DW 5 minutes
Satisfaction
Agent CSR Report Card Report COR no delay
Customer Comments Report COR no delay
Customer Loyalty Report COR no delay
General Health Report COR no delay
Interactive Queue Report COR no delay
Satisfaction Performance Report DW  
Ranking Report COR no delay
Satisfaction Distribution Report COR no delay
Supervisor Comparison Report COR

no delay

Supervisor CSR Report Card Report COR no delay
Quality    
Quality Performance Report DW 5 minutes
IVR/ASR
ASR Tuning Report DW 10 seconds
IVR Press Path Report DW

10 seconds

Event Activity Report COR no delay
Schedules
Script Schedule Run History Report DW 10 seconds
Account
Billing Report DW 1 hour
Admin
Cluster Search DW 5 minutes
CPNI Audit History DW 5 minutes
Data Download DW 5 minutes
Data Download Custom Reports DW 5 minutes
Refusal Stats DW 5 minutes
Outbound
Abandon Rate Compliance Report DW 5 minutes
Call Suppression Audit History Report DW 5 minutes
Outbound Report Store   5 minutes
Custom Reporting
Report Templates (ACD Summary) Tubes 6 hours
Report Templates (ACD Detail) Tubes 6 hours
Report Templates (ACD Detail Intraday) Tubes 1 hour
Report Templates (Personal Connection) Tubes 6 hours
Workforce Intelligence
Rule Action History Report   N/A
Rule Action Summary Report   N/A
Real-Time Dashboards
Agent Count by State Widget   5 seconds
Agent Counter Widget   5 seconds
Agent List Widget   5 seconds
Contact List Widget   5 seconds
Contact States by Skill Widget   5 seconds
Queue Counter Widget   5 seconds
Queue Trend Widget   5 seconds
Service Level Widget   7 – 9 minutes, depending on the metric
Skill Summary Widget   30 seconds for select metrics, 7 – 9 minutes for all others
Outbound Agent Performance Widget   5 seconds
Historical Dashboards
Agent Performance Widget   On demand
Agent Performance by Hour Widget   15 minutes
Other State Statistics Widget   On demand
Unavailable Statistics Widget   On demand
Agent WFO Performance Widget   On demand
Custom
Extensible reports   5 minutes
Data Download
All reports DW 5 minutes
Direct Data Access (DDA)
All reports   Same as the custom reporting equivalent
InView
All reports   15 - 20 minutes