Contact Center Reporting - Optimize Your CX

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is CXone Reporting?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCXone Reporting is a comprehensive business intelligence and reporting tool that provides real-time and historical insights on your contact center\u0026rsquo;s key business metrics and trends through fully integrated reporting and data access tools. It helps guide smarter, more informed decisions for contact centers and customer experience management.\u003c/p\u003e"}},{"@type":"Question","name":"What types of reports can I generate with CXone Reporting?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eUsing CXone reporting, you can use the following types of reports:\u003c/p\u003e\n\u003col\u003e\n \u003cli\u003ePrebuilt Reports: A set of BI reports available out of the box, which allows users to view insights with multiple use cases like agent lists, skill lists, contact history, team evaluations, agent adherence, etc.\n \u003cul\u003e\n \u003cli\u003eStandard Reports: System reports providing insights into common metrics and performance indicators. These are ready to use without any configuration.\u003c/li\u003e\n \u003cli\u003eBI Reports: Business Intelligence (BI) reports that integrate with BI tools for advanced data visualization and analysis. They offer deeper insights and support strategic decision-making with comprehensive data views.\u003c/li\u003e\n \u003c/ul\u003e\n \u003c/li\u003e\n \u003cli\u003eCustom Reports: Tailored to specific business needs, allowing the selection of metrics, filters, and formats to match unique requirements. Users can design these reports from scratch for personalized insights.\u003c/li\u003e\n \u003cli\u003eData Download Reports: Focused on exporting raw data for detailed analysis using external tools. These reports are ideal for extensive data manipulation and custom analyses\u003c/li\u003e\n\u003c/ol\u003e"}},{"@type":"Question","name":"How do I access CXone Reporting?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eTo access CXone Reporting, follow these steps:\u003c/p\u003e\n\u003col\u003e\n \u003cli\u003eLog in to your CXone account.\u003c/li\u003e\n \u003cli\u003eNavigate to the \u0026ldquo;Reporting\u0026rdquo; section from the main menu.\u003c/li\u003e\n \u003cli\u003eChoose the type of report you want to create or view.\u003c/li\u003e\n\u003c/ol\u003e"}},{"@type":"Question","name":"How can I schedule automatic report generation?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eTo schedule automatic report generation:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eCreate a custom report or select an existing report you want to schedule\u003c/li\u003e\n \u003cli\u003eLook for an option to \u0022Schedule\u0022 or \u0022Create Schedule\u0022 for that report\u003c/li\u003e\n \u003cli\u003eConfigure the schedule settings, including:\n \u003cul\u003e\n \u003cli\u003eFrequency (daily, weekly, monthly, etc.)\u003c/li\u003e\n \u003cli\u003eTime to run\u003c/li\u003e\n \u003cli\u003eReport format (PDF, Excel, etc.)\u003c/li\u003e\n \u003cli\u003eRecipients to email the report to\u003c/li\u003e\n \u003c/ul\u003e\n \u003c/li\u003e\n \u003cli\u003eSave the schedule\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe report will then be automatically generated and distributed based on your configured schedule.\u003c/p\u003e"}},{"@type":"Question","name":"How do I export reports from CXone Reporting?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eThere are two ways data can be exported from CXone Reporting.\u003c/p\u003e\n\u003cp\u003e1. Data extraction from BI reports:\u003c/p\u003e\n\u003cp\u003eYou can export data from entire BI reports or from individual widgets within reports. Being able to easily share data within your contact center is crucial for maintaining transparency and visibility across teams, ultimately leading to better decision-making and improved performance. Here\u0027s how to export BI reports:\u003c/p\u003e\n\u003cp\u003eExport Report Data:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eClick the Share icon (box with an arrow pointing out) in the top right corner of the report.\u003c/li\u003e\n \u003cli\u003eSelect \u0022Export to Excel\u0022 or \u0022Export to PDF\u0022.\u003c/li\u003e\n \u003cli\u003eChoose your desired Range and Contents from the drop-downs.\u003c/li\u003e\n \u003cli\u003eFor PDF exports, use the More Settings drop-down to configure Paper Size, Orientation, and other Display Options.\u003c/li\u003e\n \u003cli\u003eClick Export.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eExport Widget Data:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eHover over the widget you want to export.\u003c/li\u003e\n \u003cli\u003eClick the Options icon (three stacked dots) in the top right corner.\u003c/li\u003e\n \u003cli\u003eSelect Export, then choose PDF or Data (which generates an Excel spreadsheet).\u003c/li\u003e\n \u003cli\u003eFor PDF exports, configure the Paper Size, Orientation, and other Display Options.\u003c/li\u003e\n \u003cli\u003eClick Export.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThese options allow you to flexibly export either entire reports or specific data points as needed, ensuring that valuable insights can be shared efficiently throughout your organization.\u003c/p\u003e\n\u003cp\u003e2. ACD Data Download:\u003c/p\u003e\n\u003cp\u003eYou can export the Dataware house sourced report templates using the ACD Data Download.\u003c/p\u003e\n\u003cp\u003eExport Report Data:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eClick on the Data Download option in ACD Data Download.\u003c/li\u003e\n \u003cli\u003eSearch for the report from the list that you would like to download.\u003c/li\u003e\n \u003cli\u003eSelect the data range and export option in which you want to download the report.\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"How can I share reports with my team?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eIn addition to exporting the reports and sending them to your teammates, you can also share reports with your team by subscribing to BI reports. This allows you to automate the sharing of report data on a consistent schedule, saving you time and ensuring everyone stays informed. Here\u0027s how:\u003c/p\u003e\n\u003cp\u003e1. Create a Subscription:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eGo to Reporting \u0026gt; Prebuilt Reports.\u003c/li\u003e\n \u003cli\u003eSelect the report you want to subscribe to and run it.\u003c/li\u003e\n \u003cli\u003eClick the Share icon (box with a blue arrow) and select \u0022Subscribe to Dossier.\u0022\u003c/li\u003e\n \u003cli\u003eEnter a Name for the subscription.\u003c/li\u003e\n \u003cli\u003eOptionally, save the current view as a Bookmark./li\u0026gt;\n \u003c/li\u003e\n \u003cli\u003eSelect a Format (Excel or PDF) and configure any additional settings.\u003c/li\u003e\n \u003cli\u003eChoose a Schedule (default or custom).\u003c/li\u003e\n \u003cli\u003eEnter the email addresses of the recipients.\u003c/li\u003e\n \u003cli\u003eClick \u0022Subscribe.\u0022\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e2. You can even create custom schedules for these automated reports:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eGo to Reporting \u0026gt; Schedules.\u003c/li\u003e\n \u003cli\u003eClick \u0022Create Schedule.\u0022\u003c/li\u003e\n \u003cli\u003eEnter a Name, select Recurrence, Start Date, and End Date.\u003c/li\u003e\n \u003cli\u003eClick \u0022Create.\u0022\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What should I do if my data isn’t appearing correctly in the reports?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eIf your data isn\u0027t appearing correctly in CXone reporting, you should check the following:\u003c/p\u003e\n\u003col\u003e\n \u003cli\u003eTime Zone Settings: Ensure the correct time zone is set for your business unit or user. For BI reports, this is not applicable.\u003c/li\u003e\n \u003cli\u003eReport Type and Metrics: Verify that the metrics are correctly defined and applied.\u003c/li\u003e\n \u003cli\u003eDaylight Saving Time: Adjust for DST if applicable.\u003c/li\u003e\n \u003cli\u003eCustom Report Settings: Check if the custom report displays in the intended time zone.\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eFor more detailed troubleshooting, visit the \u003ca href=\u0022https://help.nice-incontact.com/content/reporting/reporting.htm?tocpath=Reporting%7CReporting%7C_____0\u0022\u003eCXone Reporting Help Center\u003c/a\u003e.\u003c/p\u003e"}},{"@type":"Question","name":"Can I control user access and permissions within CXone Reporting?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eYes, you can control user access and permissions within CXone Reporting. This involves setting up user roles and permissions to ensure that only authorized users can access specific reports and data. You can define these roles and permissions in the administration settings of CXone.\u003c/p\u003e"}}]}