Required permissions: Data Download View
Report source: DW (Data Warehouse)
Report refresh rate: 5 minutes
Some reports listed here may not be available because you may not have some of the reports enabled in your business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
| Report | Details |
|---|---|
| Admin and Agent CXone Logins | Displays login information relating to specific stations. It includes the agent name and the dates and times they last logged into a particular station. |
| 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 | 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 Report but contains the date and time of the last modification and the status of the user profile. |
| 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 Report and the Agent List Report but it includes an extended list of attributes. |
| 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 assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. 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 | 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 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 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 Report, but the time data is in minutes instead of seconds. |
| Agent Timecard | Displays information about agents' login sessions, including the login date/time, logout date/time, and the session duration. |
| Agent Timecard (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 Report, but it also contains the agent name, team ID, and week number. |
| 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 business unit 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 | 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 (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 w/ 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 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 |
| CDR Plus Disposition Notes |
Displays information about all conversations in your system for the specified time period, including the agent, team, campaign |
| Contacts w/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 assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. 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 w/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 w/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 | Displays all of the metrics included in the CDR Plus Disposition data download report plus metrics specifically used for digital channels. |
| Dispositions per Skill | Displays information about the dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. 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. It includes 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 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 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 Report because it includes the agent name in addition to the ID. |
| 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 | 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 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 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 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 Skills | Displays a list of all 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 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 Report but contains an expanded list of skill attributes. |
| 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 |
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 |
| 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 Report but it contains the most recent modification date and time. |
| Team List w/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 Report and the Team List Report but it includes the current team status. |
| Transfers | 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. |