Prebuilt reports enable you to view information about employee performance, contact center performance, and diagnostics. NiCE 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 NiCE CXone.
Key Facts about 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 |
Domain |
|---|---|---|---|
| Active Agents Report | Shows a list of all agents who are active. | Agent | Omnichannel Routing (ACD) |
| Active Contacts Report | Shows all pre-queue, in-queue, and active contacts connected to the platform. | Contact | Omnichannel Routing (ACD) |
| Agents by Team Report | Shows the structure of users and the teams they are assigned to. | Agent | Omnichannel Routing (ACD) |
| Agent Snapshot Report | Shows the most commonly tracked metrics regarding an agent's performance. | Agent | Omnichannel Routing (ACD) |
| Agent Summary Report | Provides a list of agents and an expanded view of their performance and utilization. | Agent | Omnichannel Routing (ACD) |
| Agent Time Card Report | Shows the total duration of time that agents were logged in during a selected date range. | Agent | Omnichannel Routing (ACD) |
| Agent Unavailable Time Report | Shows the amount of time an agent spent in each unavailable code. | Agent | Omnichannel Routing (ACD) |
| ASR Tuning Report | Shows a list of failed utterances in the ASR system. | IVR_ASR | Omnichannel Routing (ACD) |
| Billing Report | Shows usage information that affects your tenant's monthly charges. | Billing | Omnichannel Routing (ACD) |
| Campaign Performance Report | Provides a list of campaigns with an expanded view of associated metrics. | Agent | Omnichannel Routing (ACD) |
| Campaign Summary by Campaign Report | Shows a campaign with queue-level metrics summarized by campaign A grouping of skills used to run reports.. |
Agent | Omnichannel Routing (ACD) |
| Campaign Summary by Skill Report | Shows a campaign with queue-level metrics summarized by Omnichannel Routing (ACD) skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. |
Agent | Omnichannel Routing (ACD) |
| Configured Stations Report | Lists the stations that are currently configured to handle calls. | Agent | Omnichannel Routing (ACD) |
| Contact History Report | Provides a detailed list of contacts handled for a selected time frame. | Contact | Omnichannel Routing (ACD) |
| Call Quality Explorer Report | Uses |
Analytics | Omnichannel Routing (ACD) |
| Email Interruptions Report | Shows how often chat or phone contacts interrupt agents responding to email contacts. | Contact | Omnichannel Routing (ACD) |
| Forced Logout Report | Displays a list of users who have been manually logged out from the platform during a selected time frame. | Agent | Omnichannel Routing (ACD) |
| IVR Press Path Report | Displays details on the path that callers take through the IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both.. |
IVR_ASR | Omnichannel Routing (ACD) |
| Promise Keeper Report | Displays a list of scheduled callbacks. | Agent | Omnichannel Routing (ACD) |
| Skills by Campaign Report | Shows a summary of Omnichannel Routing (ACD) 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 | Omnichannel Routing (ACD) |
| Skill Performance Report | Displays key metrics concerning the performance of your Omnichannel Routing (ACD) skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. |
Agent | Omnichannel Routing (ACD) |
| 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 NiCE CXone system. and their level of proficiency for each Omnichannel Routing (ACD) skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. |
Agent | Omnichannel Routing (ACD) |
| Skill Proficiencies Summary Report | Lists the Omnichannel Routing (ACD) 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 | Omnichannel Routing (ACD) |
| Supervisor Snapshot Report | Shows the most commonly tracked metrics regarding a team's performance. | Agent | Omnichannel Routing (ACD) |
| Teams and Unavailable Codes Report | Lists all teams and the unavailable codes assigned to them. | Agent | Omnichannel Routing (ACD) |