Expo XT UC Analytics integrates with NICE CXone for detailed analysis of call center operations, agent performance, and queue details, with real-Time insight into queues and KPI's.
fNiceACDCDR Fact Table
Below is a detailed description of the fields in the fNiceACDCDR fact table, which captures various aspects of NICE CXone activity, agent performance, and queues.
| NICE CXone CDR Field Name | Data Type | CXone Field Description |
|---|---|---|
| Contact_ID | String | A unique identifier for each contact or call interaction. |
| Master_Contact_ID | String | The identifier for grouping related contact records, facilitating tracking of interactions within a single customer journey. |
| Contact_Code | String | A code representing the specific nature or category of the contact. |
| Media_Name | String | The communication medium through which the contact was made (e.g., Phone, Email, Chat). |
| Contact_Name | String | The name or identifier of the contact, varying based on the media type. |
| ANI_Dialnum | String | The Automatic Number Identification (ANI) or dial number associated with the contact. |
| Skill_No | String | The skill number assigned to the contact, linking it to specific agent skills for handling. |
| Skill_Name | String | The name of the skill associated with the contact, indicating the required expertise for handling. |
| Campaign_No | String | The campaign number associated with the contact, tying it to specific marketing or outreach efforts. |
| Campaign_Name | String | The name of the campaign associated with the contact. |
| Agent_No | String | The identifier for the agent who handled the contact. |
| Agent_Name | String | The name of the agent who handled the contact. |
| Team_No | String | The team number associated with the agent who handled the contact. |
| Team_Name | String | The name of the team to which the handling agent belongs. |
| SLA | Integer | Service Level Agreement compliance indicator (-1, 0, 1) representing below, meeting, or exceeding SLA targets. |
| Start_Date | DateTime | The start date of the contact. |
| Start_Time | DateTime | The start time of the contact. |
| Prequeue | Integer | The time spent by the contact in pre-queue status before entering the actual queue, in seconds. |
| Inqueue | Integer | The time spent by the contact in the queue before being handled by an agent, in seconds. |
| Agent_Time | Integer | The time spent by the agent interacting with the contact, in seconds. |
| Postqueue | Integer | The time spent in post-queue activities after the agent interaction, in seconds. |
| ACW_Time | Integer | The After-Call Work time, representing the time spent by agents on tasks associated with the contact after the call has ended, in seconds. |
| Total_Time_Plus_Disposition | Integer | The total time spent on the contact, including handling, queue, and disposition activities, in seconds. |
| Abandon_Time | Integer | The time at which the contact was abandoned by the customer, in seconds. |
| Routing_Time | Integer | The time spent routing the contact to the appropriate agent or queue, in seconds. |
| Abandon | String | Indicates whether the contact was abandoned ('Y' for yes, 'N' for no). |
By transforming complex call data into clear, actionable insights, Expo XT UC Analytics for NICE CXone empowers NICE CXone users to make data-driven decisions, enhance productivity, and maximize the value of their call center investment.
