ACD Prebuilt Reports

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 two different types of prebuilt reports:

  • 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 suppressionClosed 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 campaignClosed A grouping of skills used to run reports. Agent
Campaign Summary by Skill Report Shows a campaign with queue-level metrics summarized by skillClosed 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 dispositionClosed 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 portsClosed Where information transfers, over a network, between a computer and a server. being used over time to fulfill work for specific skillsClosed 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 skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, organized by campaignsClosed A grouping of skills used to run reports. Agent
Skill Performance Report Displays key metrics concerning the performance of your skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge Agent
Skill Proficiencies Detail Report Lists agents in a business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and their level of proficiency for each skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge Agent
Skill Proficiencies Summary Report Lists the skillsClosed 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