Direct Data Access

Direct Data Access allows you to securely connect to your business unit'sClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment database in Microsoft Excel create customized reports and analytics. Direct Data Access is supported for all versions of Microsoft Excel 2013 or later which include Office 365. Most metrics in the Data Dictionary are available for Direct Data Access.

Direct Data Access is intended to be used by data analysts, or people in similar roles. They should have advanced knowledge of and access to Microsoft Excel features, including but not limited to:

  • PivotTables and related functionality.
  • Data Analysis Expressions (DAX) language.
  • PivotCharts.
  • PowerView Reports.

You cannot limit the visibility of the data generated in these reports through a user's security profile.

Support of this product is limited to initial setup and connection to the data model and data related questions. No level of support or training pertaining to Microsoft Excel features and functionality will be provided by NICE CXone. For questions related to Microsoft Excel, please refer to Microsoft's external training and documentation resources.

Set Up Direct Data Access

Required permissions: Direct Data Access

You must meet the following requirements before you can set up Direct Data Access:

  • Have Direct Data Access enabled for your business unit. To do so, contact your NICE CXone account representative.
  • Have Power Pivot and Power Viewer add-ins for Excel installed.
  • Have a user ID assigned to a security profile with Direct Data Access permissions enabled.
  • Have an alternate authentication besides SSO. Direct Data Access does not work with SSO.

You must also meet the following minimum system requirements before you can set up direct data access. Any system capacity or version number greater than what's listed is also acceptable:

  • Professional Plus edition of Microsoft Excel version 2013 or later.
  • Windows 7, Windows 8, Windows Server 2008 R2, or Windows Server 2012.
  • 1 GHz or faster x86-bit or x64-bit processor with SSE2.
  • 1 GB RAM (32-bit); 2 GB RAM (64-bit).
  • 3.0 GB available disk space.
  • 1366 x 768 screen resolution.
  • Graphics hardware acceleration requires a DirectX 10 graphics card.
  • .NET version 3.5, 4.0, or 4.5.
  • An Internet connection. The speed is a factor for performance.
  • A keyboard, mouse, or other standard or accessible input device.
  • Windows Search 4.0.
  • Silverlight 5.0.

  1. Create a blank workbook in Excel.

  2. Open the Data Connection Wizard using:

    1. Click the Data tab.
    2. Click the From Other Sources drop-down.
    3. Select From Analysis Services.
    1. Click the Data tab.
    2. Click Get Data. If you do not see Get Data, click New Query instead.
    3. Select From Database >  From SQL Server Analysis Services Database (Import).

  3. Enter the following for Server name based on the cluster you are in. If the cluster you are using isn't listed below, you can find a list of all domain names by cluster here.

    • A32: https://bi-aa.niceincontact.com

    • B2–C20: https://bi.incontact.com
    • E1–E31: https://bi.incontact.eu
    • AWS C30 or C31: https://bi-ao.incontact.com
    • AWS C29 & C32 or higher: https://bi-ao.nice-incontact.com
    • C71–C74: https://bi-cv.nice-incontact.com
    • M32 & M33: https://bi-am.niceincontact.com
    • L32–L36: https://bi-al.niceincontact.com
    • J32: https://bi-aj.niceincontact.com

  4. Click OK.

  5. Enter your CXone User Name and Password. Under Log on credentials, make sure Use the following User Name and Password is selected. Do not select Use Windows Authentication.
  6. Click Next.

    When you set up the location and user credentials, you might see an error that says Parser: The syntax for 'GET' is incorrect. Typically this error occurs when you've entered your server name or credentials incorrectly. Also, make sure that your server name is using an HTTPS address instead of HTTP.

  7. From the Select Database and Table drop-down, pick the database you want to use. You can choose from Insight, ACD Detail, Intraday ACD Detail, and Personal Connection.

  8. Click Finish.

  9. When the Import Data window appears, click OK.