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      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

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      Discover the full value of AI in customer service

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        Evolve from interaction management to workflow orchestration across the entire organization.

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          Reduce wait times and boost conversions with smart customer-agent matching.

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          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

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          Unify and optimize every customer service workflow from intent to fulfillment.

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          Boost self-service satisfaction and conversion with conversational AI agents.

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          Synthesize real customer conversations to identify your top automation opportunities.

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          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

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          Keep customers engaged in conversation from onboarding to installation, service, and retention.

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          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


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          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

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          Leverage AI and automation to increase agent retention

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          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


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        NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

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          Discover the full value of AI in customer service

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            Contact Center Reporting - Optimize Your CX

            Dashboards and Reporting, for Data-Driven Excellence

            Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights.

            View demo Request a quote

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            Put your data to work

            Transformational data visualization

            Elevate your contact center reporting and data visualization experience with CXone Mpower. Get a comprehensive view of all call centric metrics with drag-and drop, customizable widgets.

            Take a self-guided tour

            Take a tour

            Data transformed, insights ignited

            Simplify data complexity to drive impact, with CXone. Easily drag and drop real-time and historical widgets to customize your dashboard. Leverage hundreds of pre-built reports and metrics to seamlessly unlock vital contact center insights.

            “Insights from CXone Reporting have allowed for scheduling enhancements that reduce idle time and enable assignment of deferrable work.”

            Cosimo Valente
            Manager, Customer Care Center, Tbaytel

            Related Products

            • Performance Management
            • Interaction Recording & Management
            • Quality Management
            • Supervisor Workspace

            Related Resources

            With CXone, Tbaytel’s Exceptional CX is a Competitive Advantage
            Case Studies

            With CXone, Tbaytel’s Exceptional CX is a Competitive Advantage

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            Datasheets

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            Resource Library

            Contact us

            If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

            Contact Center Reporting - Optimize Your CX: FAQs

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            Dashboards and Reporting

            Make smarter, more informed decisions with intuitive dashboards and reports that deliver both real-time and historical insights.

            Get the datasheet

            Take action, instantly
            Identify trends
            Provide transparency
            Create one source of truth

            CXone Reporting is a comprehensive business intelligence and reporting tool that provides real-time and historical insights on your contact center’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.

            Using CXone reporting, you can use the following types of reports:

            To access CXone Reporting, follow these steps:

            To schedule automatic report generation:

            The report will then be automatically generated and distributed based on your configured schedule.

            There are two ways data can be exported from CXone Reporting.

            1. Data extraction from BI reports:

            You 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's how to export BI reports:

            Export Report Data:

            Export Widget Data:

            These 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.

            2. ACD Data Download:

            You can export the Dataware house sourced report templates using the ACD Data Download.

            Export Report Data:

            In 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's how:

            1. Create a Subscription:

            2. You can even create custom schedules for these automated reports:

            If your data isn't appearing correctly in CXone reporting, you should check the following:

            For more detailed troubleshooting, visit the CXone Reporting Help Center.

            Yes, 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.

            Take timely action

            Know when and how to act with real-time and historical data to indicate when something is out of the norm.

            Conquer complexity

            Easily design your own dashboard to customize the data visualization exactly to your needs.

            Master your data

            Instantly master your data without being or needing an analyst. No third party BI tools needed.

            Get digital insights

            With metrics for both digital and ACD channels, get comprehensive insights across the contact center.

            Take action, instantly

            Track operational and performance metrics with dashboard widgets providing real-time, actionable information across a wide range of roles.

            Identify trends

            Set KPI thresholds for excellence, and then easily pinpoint anomalies and trends, continuously optimizing for success.

            Provide transparency

            Easily and securely share actionable information throughout your business.

            Create one source of truth

            Leverage cross-domain information from across the CXone suite and all levels of the organization, to tell your unique story.

          • Prebuilt 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.
          • Standard Reports: System reports providing insights into common metrics and performance indicators. These are ready to use without any configuration.
          • BI 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.
          • Custom 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.
          • Data Download Reports: Focused on exporting raw data for detailed analysis using external tools. These reports are ideal for extensive data manipulation and custom analyses
          • Log in to your CXone account.
          • Navigate to the “Reporting” section from the main menu.
          • Choose the type of report you want to create or view.
          • Create a custom report or select an existing report you want to schedule
          • Look for an option to "Schedule" or "Create Schedule" for that report
          • Configure the schedule settings, including:
            • Frequency (daily, weekly, monthly, etc.)
            • Time to run
            • Report format (PDF, Excel, etc.)
            • Recipients to email the report to
          • Save the schedule
          • Click the Share icon (box with an arrow pointing out) in the top right corner of the report.
          • Select "Export to Excel" or "Export to PDF".
          • Choose your desired Range and Contents from the drop-downs.
          • For PDF exports, use the More Settings drop-down to configure Paper Size, Orientation, and other Display Options.
          • Click Export.
          • Hover over the widget you want to export.
          • Click the Options icon (three stacked dots) in the top right corner.
          • Select Export, then choose PDF or Data (which generates an Excel spreadsheet).
          • For PDF exports, configure the Paper Size, Orientation, and other Display Options.
          • Click Export.
          • Click on the Data Download option in ACD Data Download.
          • Search for the report from the list that you would like to download.
          • Select the data range and export option in which you want to download the report.
          • Go to Reporting > Prebuilt Reports.
          • Select the report you want to subscribe to and run it.
          • Click the Share icon (box with a blue arrow) and select "Subscribe to Dossier."
          • Enter a Name for the subscription.
          • Optionally, save the current view as a Bookmark./li>
          • Select a Format (Excel or PDF) and configure any additional settings.
          • Choose a Schedule (default or custom).
          • Enter the email addresses of the recipients.
          • Click "Subscribe."
          • Go to Reporting > Schedules.
          • Click "Create Schedule."
          • Enter a Name, select Recurrence, Start Date, and End Date.
          • Click "Create."
          • Time Zone Settings: Ensure the correct time zone is set for your business unit or user. For BI reports, this is not applicable.
          • Report Type and Metrics: Verify that the metrics are correctly defined and applied.
          • Daylight Saving Time: Adjust for DST if applicable.
          • Custom Report Settings: Check if the custom report displays in the intended time zone.