Direct Data Access

Direct Data Access allows you to securely connect to your business unit'sClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment database in Microsoft Excel 2013 or later to create customized reports and analytics. Most metrics in the Data Dictionary are available for Direct Data Access.

Direct Data Access is intended to be used by data analysts, or people in similar roles. They should have advanced knowledge of Microsoft Excel features, including but not limited to:

  • PivotTables and related functionality.
  • Data Analysis Expressions (DAX) language.
  • PivotCharts.
  • PowerView Reports.

Additionally, you cannot limit the visibility of the data generated in these reports through a user's security profile.

Support of this product is limited to initial setup and connection to the data model and data related questions. No level of support or training pertaining to Microsoft Excel features and functionality will be provided by NICE CXone. For questions related to Microsoft Excel, please refer to Microsoft's external training and documentation resources.

Set Up Direct Data Access

Required permissions: Direct Data Access View

  1. Create a new workbook.

  2. Open the Data Connection Wizard using:

  3. In the Data Connection Wizard, enter the following for Server based on the cluster you are in:

    • A31 — https://bi-aa.niceincontact.com
    • B2-C20 — https://bi.incontact.com
    • E1-E31 — https://bi.incontact.eu
    • AWS C30 or C31 — https://bi-ao.incontact.com
    • AWS C29 & C32 or higher — https://bi-ao.nice-incontact.com
    • C71 — https://bi-cv.nice-incontact.com
  4. Click OK.

  5. Enter your CXone User Name and Password.

  6. Click Connect.

    When you set up the location and user credentials, you might see an error that says Parser: The syntax for 'GET' is incorrect. Typically this error occurs when you've entered your server name or credentials incorrectly. Also, make sure that your server name is using an HTTPS address instead of HTTP.

  7. From the Select Database and Table drop-down box, pick the database you want to use. You can choose from Insight, ACD Detail, Intraday ACD Detail, or Personal Connection.
  8. Click Finish.

  9. When the Import Data window appears, click OK.