ACD Prebuilt Reports

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 ReportingPrebuilt Reports in the left navigation menu in CXone.

Key Facts about ACD Prebuilt Reports

There are two different types of prebuilt reports:

  • 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 report Displays data about your active campaigns. Allows you to drill-down to the campaign, skill, and contact levels. Contact
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 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 IVRClosed 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, and rejected rule actions. WFI
Rule Action Summary Report Displays a summary of all automatic, non automatic, approved, and rejected rule actions. 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 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