Reporting enables you to view information about employee performance, diagnostics, and how your contact center is functioning. CXone provides many different system reports that exist in your environment by default. You can access the reports from Reporting > Prebuilt Reports.
Key Facts about ACD Prebuilt Reports
There are
- Standard Prebuilt Reports: A quick look at various attributes and metrics from different parts of your contact center.
- Outbound Reports Store: An interface used to access Personal Connection reports in the platform.
Available Prebuilt Reports
|
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 |
| Call Suppression Audit History Report | Provides a complete audit history (including deletions) of the call suppression Temporarily skips a contact when using the outbound dialer. records. |
Outbound |
| 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 skill 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 |
| 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 skills 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 skills 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 skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Agent |
| Skill Proficiencies Detail Report | Lists agents in a business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and their level of proficiency for each skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge |
Agent |
| Skill Proficiencies Summary Report | Lists the skills 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 |