NICE CXone standard reports and dashboards

See also

Sources

1. 1
   Whether abandoned contacts lower a CXone skill's reported service level depends on that skill's Include Short Abandons and Include Other Abandons settings, so two skills with identical traffic can report different service levels.inferred

   List of Skills · List of Skills, Include Short Abandons and Include Other Abandons columns · Checked 2026-10-14
2. 2
   CXone help pages describe AHT with different component lists (talk, dispositions and hold in the Skill Summary widget; Active/Focus, Hold, Conference and ACW in Suite Metrics), so AHT on one surface should not be assumed to match another without checking.inferred

   Suite Metrics · Suite Metrics, Average Handle Time entry, compared with Skill Summary Widget, AHT (Ave Handle) · Checked 2026-10-14
3. 3
   The CXone Call Quality Explorer standard report is of the Analytics type and uses CXone Voice Diagnostics data.

   Standard Reports · Standard Reports, Call Quality Explorer row · Checked 2026-10-14
4. 4
   In the CXone Campaign Summary by Skill report, AHT is total handle time divided by the number of contacts handled.

   Campaign Summary by Skill Report · Campaign Summary by Skill Report, AHT column · Checked 2026-10-14
5. 5
   In the CXone Campaign Summary by Skill report, Avg Abandon Time is total abandon time divided by the number of contacts abandoned.

   Campaign Summary by Skill Report · Campaign Summary by Skill Report, Avg Abandon Time column · Checked 2026-10-14
6. 6
   In the CXone Campaign Summary by Skill report, Service Level is the percentage of contacts offered to an agent within the skill's Service Level Threshold, taking the skill's configured abandonment impact into account, so it may or may not include abandons.

   Campaign Summary by Skill Report · Campaign Summary by Skill Report, Service Level column · Checked 2026-10-14
7. 7
   The CXone Campaign Summary by Skill report draws on the DW report source, refreshes every 10 seconds and requires the Campaign Summary by Skill permission.

   Campaign Summary by Skill Report · Campaign Summary by Skill Report, report details · Checked 2026-10-14
8. 8
   CXone ACD dashboards are under Reporting > Dashboards, and real-time and historical widgets appear on separate tabs when adding widgets.

   ACD Dashboard Widgets · ACD Dashboard Widgets, overview and adding widgets · Checked 2026-10-14
9. 9
   In the CXone Data Dictionary, Abandons are contacts that waited to speak to an agent and hung up before the ACD transferred them to one; calls resolved in the IVR are not counted.

   Data Dictionary · Data Dictionary, Metrics > Count > Abandons · Checked 2026-10-14
10. 10
    In the CXone Data Dictionary, Connects is calculated as Handled plus Abandons plus Agent Abandons.

    Data Dictionary · Data Dictionary, Metrics > Count > Connects · Checked 2026-10-14
11. 11
    In the CXone Data Dictionary, Handled (also called Contacts Answered) counts inbound and outbound contacts that spoke with an agent at some point, excluding conferences.

    Data Dictionary · Data Dictionary, Metrics > Count > Handled (ANS) · Checked 2026-10-14
12. 12
    In the CXone Data Dictionary, In SLA counts unique inbound contact IDs that were not abandoned or prequeue-abandoned and whose InQueue time was below the skill's service level time.

    Data Dictionary · Data Dictionary, Metrics > Count > In SLA (INSLA) · Checked 2026-10-14
13. 13
    In the CXone Data Dictionary, Out SLA is calculated as contacts that exceeded the service level threshold plus SLA Short Abandons.

    Data Dictionary · Data Dictionary, Metrics > Count > Out SLA (OSLA) · Checked 2026-10-14
14. 14
    The CXone Data Dictionary defines the data attributes and metrics available in CXone custom reporting and Direct Data Access, with each entry's definition, calculation and availability.

    Data Dictionary · Data Dictionary, introduction · Checked 2026-10-14
15. 15
    In the CXone Data Dictionary, Short Abandons counts inbound contacts that hung up while in the agent queue before the skill's Short Abandon Threshold elapsed.

    Data Dictionary · Data Dictionary, Metrics > Count > Short Abandons (SABN) · Checked 2026-10-14
16. 16
    In the CXone Data Dictionary, the skill attribute Service Level Goal is listed as available in Direct Data Access, while Service Level Threshold is available in both custom reporting and Direct Data Access.

    Data Dictionary · Data Dictionary, Attributes > Skill > Service Level Goal; Service Level Threshold · Checked 2026-10-14
17. 17
    In the CXone Data Dictionary, SLA Long Abandons counts unique inbound contact IDs that abandoned (other than short abandons) after exceeding the SLA threshold.

    Data Dictionary · Data Dictionary, Metrics > Count > SLA Long Abandons · Checked 2026-10-14
18. 18
    In the CXone Data Dictionary, SLA Short Abandons counts unique inbound contact IDs that had a short abandon and did not exceed the SLA threshold.

    Data Dictionary · Data Dictionary, Metrics > Count > SLA Short Abandons · Checked 2026-10-14
19. 19
    Widgets for the CXone Legacy Dashboard application are documented separately (as WFM Widgets) from the ACD dashboard widgets.

    ACD Dashboard Widgets · ACD Dashboard Widgets, Legacy Dashboard note · Checked 2026-10-14
20. 20
    CXone prebuilt reports are opened from Reporting > Prebuilt Reports, and a report can be starred so it appears at the top of the list as a favourite.

    Prebuilt Reports · Prebuilt Reports, opening section · Checked 2026-10-14
21. 21
    Intraday CXone figures for the same skill can differ between surfaces because their stated refresh rates range from 10 seconds (Campaign Summary by Skill, DW source) through 6 minutes (Service Level widget) to 6 hours (Skill Performance, Tubes source).inferred

    Skill Performance Report · Skill Performance Report, report details, compared with refresh statements in the Campaign Summary by Skill and Service Level Widget pages · Checked 2026-10-14
22. 22
    The ACD skill setting Include Other Abandons controls whether abandons that do not meet the short abandon threshold count against the skill's SLA requirements.

    List of Skills · List of Skills, Include Other Abandons column · Checked 2026-10-14
23. 23
    The ACD skill setting Include Short Abandons controls whether short abandons count against the skill's SLA requirements.

    List of Skills · List of Skills, Include Short Abandons column · Checked 2026-10-14
24. 24
    An ACD skill's Short Abandon Threshold is the maximum interaction time in seconds within which a hangup counts as a short abandon for that skill.

    List of Skills · List of Skills, Short Abandon Threshold column · Checked 2026-10-14
25. 25
    An ACD skill stores SLA Seconds (the seconds agents have to respond) and SLA Percent (the percentage of the skill's interactions required to meet that threshold).

    List of Skills · List of Skills, SLA Seconds and SLA Percent columns · Checked 2026-10-14
26. 26
    The ACD skill setting Use Short Abandon Threshold controls whether the skill tracks short abandons at all.

    List of Skills · List of Skills, Use Short Abandon Threshold column · Checked 2026-10-14
27. 27
    CXone's Service Level figure is not computed the same way on every reporting surface: report and dashboard surfaces that use the skill's abandonment-impact settings can differ from the Suite Metrics answered-over-total-calls definition for the same skill and interval.inferred

    Suite Metrics · Suite Metrics, Service Level entry, compared with Campaign Summary by Skill Report, Service Level column · Checked 2026-10-14
28. 28
    The CXone Service Level dashboard widget shows the percentage of calls reaching a skill's queue that meet that skill's service level threshold.

    Service Level Widget · Service Level Widget, opening description · Checked 2026-10-14
29. 29
    The CXone Service Level widget shows calls handled within the threshold as a green number and calls not handled within it as a red number, alongside the overall percentage.

    Service Level Widget · Service Level Widget, display description · Checked 2026-10-14
30. 30
    The CXone Service Level widget resets at midnight in the user's browser time zone, which comes from the computer's operating system.

    Service Level Widget · Service Level Widget, reset behaviour · Checked 2026-10-14
31. 31
    The CXone Service Level widget requires the Service Level reporting permission.

    Service Level Widget · Service Level Widget, Required Permission · Checked 2026-10-14
32. 32
    The CXone Service Level widget refreshes every 6 minutes.

    Service Level Widget · Service Level Widget, Refresh Rate · Checked 2026-10-14
33. 33
    The service level threshold used by the CXone Service Level widget is set in each skill's settings as a number of seconds within which agents are expected to respond.

    Service Level Widget · Service Level Widget, threshold description · Checked 2026-10-14
34. 34
    In the CXone Service Level widget, a skill with no contacts in the selected period displays a service level of 0%.

    Service Level Widget · Service Level Widget, interpreting results · Checked 2026-10-14
35. 35
    The CXone Suite Metrics page defines Average Handle Time for handled contacts as including Active/Focus, Hold, Conference and ACW time.

    Suite Metrics · Suite Metrics, Average Handle Time entry · Checked 2026-10-14
36. 36
    The CXone Suite Metrics page defines % Abandoned as total short and long abandons divided by total unique contacts received, times 100.

    Suite Metrics · Suite Metrics, % Abandoned entry · Checked 2026-10-14
37. 37
    The CXone Suite Metrics page defines % ACW Time as total after-contact work time divided by agent contact handling duration over the period, as a historical metric where lower is better.

    Suite Metrics · Suite Metrics, % ACW Time entry · Checked 2026-10-14
38. 38
    The CXone Suite Metrics page, which defines metrics for Metric widgets, defines Service Level as contacts answered within the SLA divided by total calls, as a historical metric where higher is better.

    Suite Metrics · Suite Metrics, Service Level entry (calculation) · Checked 2026-10-14
39. 39
    The CXone Skill Performance report includes bar charts for busiest skills, top and bottom skills by service level, and top and bottom skills by AHT.

    Skill Performance Report · Skill Performance Report, overview · Checked 2026-10-14
40. 40
    In the CXone Skill Performance report, % Abandons is the percentage of total inbound contacts that abandoned before reaching an agent, and AHT covers inbound contacts handled by agents.

    Skill Performance Report · Skill Performance Report, column table: % Abandons and AHT · Checked 2026-10-14
41. 41
    The CXone Skill Performance report uses the Tubes report source, refreshes every 6 hours and requires the Skill Performance permission.

    Skill Performance Report · Skill Performance Report, report details · Checked 2026-10-14
42. 42
    In the CXone Skill Summary Expanded data download report, AbandonRate is the percentage of contacts that entered the queue and exited before connecting with an agent on the specified date, and Abandon_Time is total minutes spent in queue before exiting.

    Skill Summary Expanded Report · Skill Summary Expanded Report, AbandonRate and Abandon_Time columns · Checked 2026-10-14
43. 43
    The CXone Skill Summary Expanded data download report requires the Data Download permission and outputs CSV, tab-delimited TXT or XML.

    Skill Summary Expanded Report · Skill Summary Expanded Report, permission and output format · Checked 2026-10-14
44. 44
    The published Out_SLA description in the CXone Skill Summary Expanded report appears to repeat the In_SLA wording, so the help page alone cannot establish what Out_SLA counts in that export.inferred

    Skill Summary Expanded Report · Skill Summary Expanded Report, In_SLA and Out_SLA columns · Checked 2026-10-14
45. 45
    In the CXone Skill Summary Expanded data download report, Service_Level is the percentage of contacts handled within the skill's required SLA on the specified date.

    Skill Summary Expanded Report · Skill Summary Expanded Report, Service_Level column · Checked 2026-10-14
46. 46
    In the CXone Skill Summary widget, Abandon% is the percentage of all contacts in the skill who hung up before speaking with an agent during the selected period.

    Skill Summary Widget · Skill Summary Widget, Abandon% metric · Checked 2026-10-14
47. 47
    The CXone Skill Summary widget describes AHT as the average time agents spent working each call in the skill, including talk time, dispositions and hold time.

    Skill Summary Widget · Skill Summary Widget, AHT (Ave Handle) metric · Checked 2026-10-14
48. 48
    In the CXone Skill Summary widget, Ave Wrap is the average time agents spent on after-call work such as applying dispositions.

    Skill Summary Widget · Skill Summary Widget, Ave Wrap metric · Checked 2026-10-14
49. 49
    Most CXone Skill Summary widget metrics refresh every 7 to 9 minutes, while Available, Logged In, Working and Current update every 30 seconds unless heavy use throttles them back.

    Skill Summary Widget · Skill Summary Widget, refresh rate note and asterisked metrics · Checked 2026-10-14
50. 50
    In the CXone Skill Summary widget, SLA% is the percentage of contacts offered through the skill that agents handled within the skill's service level threshold.

    Skill Summary Widget · Skill Summary Widget, SLA% metric · Checked 2026-10-14
51. 51
    The CXone Skill Summary widget can show either the last 30 minutes or the current day starting at 12:00 AM.

    Skill Summary Widget · Skill Summary Widget, widget settings · Checked 2026-10-14
52. 52
    CXone standard reports are typed as Agent, Contact, Analytics, IVR_ASR or Billing, and every report on the Standard Reports list is in the ACD domain.

    Standard Reports · Standard Reports, report table (Report Type and Domain columns) · Checked 2026-10-14
53. 53
    CXone Voice Metrics includes ASA w/o Callback Time, the average time inbound voice contacts spend in queue before an agent handles them, excluding callback time.

    Voice Metrics · Voice Metrics, ASA w/o Callback Time entry · Checked 2026-10-14
54. 54
    In CXone Voice Metrics, % Hold Time is the percentage of handle time spent in the HOLD contact state.

    Voice Metrics · Voice Metrics, % Hold Time entry · Checked 2026-10-14
55. 55
    Each CXone ACD dashboard widget refreshes at its own rate, the dashboard Refresh button updates all widgets, and widgets that support export output Excel, CSV or PDF.

    ACD Dashboard Widgets · ACD Dashboard Widgets, refresh and export sections · Checked 2026-10-14

Documents

Cite this page

WarmTransfer. (2026, October 14). NICE CXone standard reports and dashboards. WarmTransfer. https://warmtransfer.net/knowledge/nice-cxone-reporting

@misc{warmtransfer-nice-cxone-reporting,
  title  = {NICE CXone standard reports and dashboards},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/nice-cxone-reporting},
  note   = {Verified 2026-10-14}
}