Prebuilt reports enable you to view information about employee performance, contact center performance, and diagnostics. CXone provides many different system reports that exist in your environment by default. To access prebuilt reports, click Reporting > Prebuilt Reports in the left navigation menu in CXone.
Key Facts about ACD Prebuilt Reports
There are
- Standard Prebuilt Reports—Offer 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 |
|---|---|---|
| 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 |
| 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 | Shows a list of failed utterances in the ASR system. | IVR_ASR |
| Billing Report | Shows usage information that affects your tenant's monthly charges. | Billing |
| Call Quality Explorer Report | Uses CXone Voice Diagnostics to give insights into the quality of voice interactions in your contact center. | Analytics |
| 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 History Report | Provides a detailed list of contacts handled for a selected time frame. | Contact |
| 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 Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. |
IVR_ASR |
| 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 automatic, non automatic, approved, or rejected rule actions. | WFI |
| Rule Action Summary Report | Displays a summary of all automatic, non automatic, approved, or rejected rule actions. | 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 in each 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 |