Data Download Reports Reference

Required permissions: Data Download View

Report source: DW (Data Warehouse)

Report refresh rate: 5 minutes

Some reports listed here may not be available because you may not have some of the reports enabled for your system.

ID	Report Name	Details
1073741839	Admin and Agent CXone Logins	Displays login information relating to specific stations. It includes the agent name and the dates and times they last logged into a particular station.
500	Agent By Day	Displays the number of seconds agents spent in each state The availability status of an agent by day. It includes the agent ID and the amount of time the agent spent in each state for a specific day.
1073741840	Agent By Day Expanded	Displays the number of seconds agents spent in each state each day in the selected time period. It includes the agent name, the states entered, and the duration in minutes the agent spent in each state.
548	Agent Info Call Detail	Displays a list of all active agents, including the agent name, ID, and team.
531	Agent Info Call Detail	Displays information about all agents in your environment, including the agent ID, name, email address, and last modification and login dates. It is similar to List of Agents Report but contains the date and time of the last modification and the status of the user profile.
532	Agent List Extended	Displays information about all agents in your environment, including the agent ID, name, email address, and information optionally configured in the User Properties tab of the agents' user profiles. It is similar to the List of Agents Report and the Agent List Report but it includes an extended list of attributes.
529	Agent Refusal Report	Displays information about contacts that agents refused, including the agent ID and name, the station used, if any, the reason for refusal, and the date and time the refusal occurred.
1073741839	Agent Refusal Expanded Report	Displays information about contacts that agents refused, including the name, ID, and station of the agent who refused the contact, the skill, team, and media type associated with the interaction, and the time and reason of the refusal.
544	Agent State Log	Displays information about all of your agents' states The availability status of an agent.
1073741885	Agent State Log Expanded	Displays all of the same data as the Agent State Log report, plus additional columns for State and Duration in Seconds.
510	Agent States	Displays information about all possible agent states The availability status of an agent that an agent can enter. It includes default system states and custom states.
512	Agent Summary	Displays information about an agent, including how the agent spent time each day in the specified time period and the number of contacts handled per day.
518	Agent Summary by Day	Displays information about agents' performance by day, including their total time logged in each day in the date range specified, the amount of time spent in each state The availability status of an agent by day, and the percentage of time spent handling contacts. It is similar to the Agent Summary Report, but it displays information on a per-day basis.
521	Agent Summary (in minutes)	Displays agents who have been active in the specified time period, displayed by day, including how they spent their time in minutes and how many inbound and outbound contacts they handled. It is similar to the Agent Summary by Day Report, but the time data is in minutes instead of seconds.
509	Agent Timecard	Displays information about agents' login sessions, including the login date and time, logout date and time, and the session duration.
516	Agent Timecard (Expanded)	Displays information about agents' login sessions, including the agent name, login date and time, logout date and time, the session duration, and the week of the year during which the session occurred. It is similar to the Agent Timecard Report, but it also contains the agent name, team ID, and week number.
543	All Callbacks	Displays all scheduled callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. that occurred in the date range specified, including the date an agent scheduled the callback, the agent who scheduled it, the contact's phone number, the days of the week and the date range the callback should occur, and the date the callback actually occurred.
1073741886	All Callbacks (Commitment) Expanded	Displays all scheduled callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. and commitments Reminders created by agents to make a follow-up call to a contact for the time period you select. It includes all the same columns as the All Callbacks report, as well as more information about the agent, the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge name, the contact ID A unique numerical identifier assigned to each contact, and the ANI Also known as caller ID. Listed phone number of an incoming voice call..
1073741866	Audit History	The Audit History data download report displays a list of all of the administration changes within the specified time period. Tracked events include changes to campaigns A grouping of skills used to run reports., skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, teams, agents, and other administrative fields. The original value and new value are displayed so you can easily compare the changes.
550	Blocked Calls	Displays information about phone calls contacts attempted to place to your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment but which were blocked due to a lack of available ports Where information transfers, over a network, between a computer and a server.. It includes the ID of the contact who placed the call, the date the blocked call occurred, the contact's phone number and the number the contact attempted to call.
551	Call Detail Report	Displays basic information about contacts who entered the system during the specified time period, including the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
524	Call Detail (Comprehensive)	Displays comprehensive information about contacts who entered the system during the specified time period, including the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
547	Call Detail (Comp w/ Hold)	Displays comprehensive information about contacts who entered the system during the specified time period, including the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaign A grouping of skills used to run reports., agent, and team who handled the call, the date and time the contact entered the system, and how the contact's time in the system was spent.
515	Call Detail w/Callback Time	Displays detailed information about phone calls, including contact details, the amount of time the contact spent in each state The availability status of an agent including the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state, and the ANI Also known as caller ID. Listed phone number of an incoming voice call..
511	Call Detail w/Recordings	Displays information about a call, including contact and agent information, whether the call was abandoned call Call that enters the contact center system, but the caller ends the call before reaching an agent or logged, and how much time was spent in each state The availability status of an agent of the call.
528	Campaign List	Displays a list of all campaigns A grouping of skills used to run reports. you can view, including the campaign name, ID, whether it is active, and the date and time it was last modified.
539	CDR Plus Disposition	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and so forth, that handled the call, how the contact's time was spent, and information about the dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact.
1073741887	CDR Plus Disposition Expanded	Displays all of the same data as the CDR Plus Disposition report, plus additional columns with data about how time was spent during a call, why the call ended, and so on.
540	CDR Plus Disposition Notes	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and so forth, that handled the call, how the contact's time was spent, and information about the dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to the contact.
542	Contacts w/ Disposition Notes	Displays a list of all contacts who entered the system in the specified time period, including the contact ID A unique numerical identifier assigned to each contact, master contact ID The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times., the date and time the contact entered the system, the agent and team that handled the contact, the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. set, and any disposition notes the agent wrote.
501	Custom Data Report	Displays all variables published by custom scripts. For example, if a script prompts a caller for an account number, the script can publish the variable with the ASSIGN action, and the variable name and value appear in this report.
534	Detail (Comprehensive w/ Hold)	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and so forth, that handled the call and how the contact's time was spent.
537	Detail (Comp RT w/ Hold)	Displays information about all conversations in your system for the specified time period, including the agent, team, campaign A grouping of skills used to run reports., skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and so forth, that handled the call and how the contact's time was spent.
1073741854	Digital Agent Set for Voice	Displays a list of agents and whether they have a voice skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, as well as the first date of the billing month and the date each agent was given a voice skill during that billing month.
1073741850	Digital Engagement CDR	Displays all of the metrics included in the CDR Plus Disposition report, plus metrics specifically used for digital channels.
541	Dispositions per Skill	Displays information about the dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned to each skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, including the disposition and skill names and IDs, the display order of the dispositions, and whether agents can or are required to write notes as part of the disposition.
513	Expanded Call Detail	Displays information about phone calls within the specified time range. It includes who handled the call and how much time the contact spent in each state The availability status of an agent.
520	License by Half Hour	Displays the maximum number of ports Where information transfers, over a network, between a computer and a server. each type of media, or channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., used each half hour during the specified time period.
554	List Inventory All Attempts	Displays overview information about all calling list records attempted in the specified time period, including the calling list from which the contact record originated, the contact ID A unique numerical identifier assigned to each contact and record ID, and details about the call.
552	List Inventory by Created	Displays information about all contact records uploaded via a calling list in the specified time period, including the calling list from which the contact record originated, the contact ID A unique numerical identifier assigned to each contact and record ID, and details about the call.
553	List Inventory by Modified	Displays detailed information about all contacts modified and uploaded via a calling list in the specified time period, including the calling list from which the contact record originated, the contact ID A unique numerical identifier assigned to each contact and record ID, and details about the call.
502	List of Agents	Displays a list of all agents you can access and includes the agent name, ID, and team ID.
1073741851	List of Agents All	Returns a list of all agents you can access, including basic information such as agent ID, name and email, last login, and so forth.
506	List of Agent Skills	Displays a list of all agents you can view and the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to them. You can view the agent ID, skill ID, and proficiency level of the agent.
514	List of Agent Skills 2	Displays a list of agents and their skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, including the proficiency of the agent in each skill. It differs from the List of Agent Skills Report because it includes the agent name in addition to the ID.
507	List of Campaigns	Displays a list of all campaigns A grouping of skills used to run reports. you can view, including the campaign names and IDs.
504	List of Contact Codes	Displays a list of all active points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. and includes the point of contact ID name.
508	List of Media	Displays a list of all media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. available. It is a reference for other reports that include a Media_Type field.
527	List of Media Expanded	Displays a list of all configured media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. in your environment.
536	List of Outstate Codes	Displays a list of all outstate codes, including the ID, label, current status, and date and time of the last modification.
525	List of PoCs Expanded	Displays points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. you can view, including the ID, point of contact, description, current status, associated script, and the media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
505	List of Skills	Displays a list of all skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you can view and includes the skill ID, name, the parent campaign A grouping of skills used to run reports. ID, and the skill type.
526	List of Skills Expanded	Displays information about all skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you can view, including whether the skill is active or inactive, the campaign A grouping of skills used to run reports. and media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. associated with the skill, the skill's SLA, and the last modification date and time. It is similar to the List of Skills Report but contains an expanded list of skill attributes.
522	List of Stations	Displays information about all agent stations you can access, including whether the station is active, the phone number and caller ID of the station, and the creation, last modification, and last login dates and times.
503	List of Teams	Displays a list of all teams in your account and includes the team ID, team name, and the current status of the team.
517	Longest InQueue by Hour	Displays the longest wait time a contact spent per hour per skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the dates specified.
1073741855	Monitored Calls	Displays a list of all monitoring actions taken within the selected time frame. The available data is updated every 15 minutes. The most common of these actions include monitor, coach, takeover, and barge. The interactions are pulled in from all reports containing these actions and from Supervisor.
533	PoC by Half Hour	Displays a list of all active points of contacts The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. in the specified time period, reporting the activity by the half hour. Information includes the associated campaign A grouping of skills used to run reports. and skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, the number of agents active on the point of contact, the time spent there, SLA metrics, and number of abandons.
523	Point of Contact – Expanded	Displays information about the points of contacts The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. you can access, including the default skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge and script of the PoC and the skill's associated campaign A grouping of skills used to run reports., and media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
535	Real Time Agent States	Displays current information about the agents who are logged in, including their current state The availability status of an agent, whether they are available, and the ID associated with the contact they are handling, if any.
1073741884	Routing Criteria	Displays information about how the routing criteria changed throughout the time a contact spent in queue. It includes the target ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, both ends of the bullseye range, and a routing attribute.
1073741840	Skill Control Notification History	Extends the availability of skill control notifications up to 90 days of historical data. This report allows users to filter notifications based on skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, date, or time.
519	Skill Summary	Displays skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge that have been active in the specified time period and their contact stats by day, including the number of contacts who entered the skill, the number of abandons, and SLA Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities information.
1073741838	Skill Summary Expanded	Displays skills that have been active in the specified time period and their contact stats by day, including the number of contacts who entered the skill, time spent in queue, number of abandons, and SLA information.
555	SMS Transcripts	Displays a transcript of SMS (text) messages, contact ID A unique numerical identifier assigned to each contact, source of the message, and the date and time the message was sent.
530	Team List	Displays a list of all teams that have been active within the specified time period, including the name and ID of the team and the date and time of its last modification. It is similar to the List of Teams Report but it contains the most recent modification date and time.
538	Team List W/Status	Displays a list of all teams you can access, including the team ID, name, current status, and date and time of the last modification. It is similar to the List of Teams Report and the Team List Report but it includes the current team status.
1073741865	Transfers	Displays a list of all transferred contacts within the specified time period. This report includes who the contact is, which agents handled the contact, and how and when the contact was transferred.
1073741863	Voice Agent Set for Digital	Displays a list of agents and whether they have a digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, as well as the first date of the billing month and the date each agent was given a digital skill during that billing month.