The data dictionary provides details about every data attribute and metric available in the NICE CXone custom reporting. With this topic, you can determine the definition of a particular attribute or metric, its calculation if applicable, and details about where to find it and how to use it.
If you are looking for metrics for prebuilt reports or data download reports, they are listed within the individual report.
All time-based reporting data is presented in the time zone of the business unit, which is determined in the BU settings in CXone.
To find a specific attribute or metric on this page, select the View All filter on the top right. Then press CTRL + F on your keyboard. In the box that appears, enter the name of the attribute or metric.
Attributes
Agent
Active Agent
A flag indicating whether a corresponding agent is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Agent ID
The unique ID assigned to an agent. This attribute is often displayed with the Agent Name to differentiate between agents with the same name.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Agent Name
The name of the agent as specified in their NICE CXone user profile.
Agent snapshot, custom reporting, DDA, supervisor snapshot
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
At Home Worker
The at-home worker status of the user as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Current Team Name
The agent's current team assignment.
--
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The email address of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Employment Type
The employment type of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Hourly Cost
The hourly cost of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Location Name
The location of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Supervisor Name
The name of the agent's supervisor as specified in the agent's NICE CXone user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Time Zone
The agent's configured time zone.
--
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Agent Detail
Forced Logout by Agent ID
The ID of the user that forced the logout.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Forced Logout by Agent Name
The name of the user that forced the logout.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Forced Logout Date
The date on which the forced logout occurred.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Forced Logout Time
The time at which the forced logout occurred.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Campaign
Active (Campaign)
A flag indicating whether a corresponding campaign is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Campaign ID
The unique ID assigned to the campaign.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Campaign Name
The name of the campaign as specified in NICE CXone.
Campaign performance, custom reporting, DDA
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Contact Attempt
Contact Delivery Type
Contact Delivery Type Name
The delivery type of the contact.
Personal Connection
Contact start, true to interval
PC list management
PC
Contact Detail
ANI/From
The phone number or IP address the contact originated from.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Commitment Broken Date
The date on which the broken commitment was scheduled to be fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Broken Time
The time at which the broken commitment was scheduled to be fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment First Name
The first name of the contact the commitment was made to.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment ID
The unique ID of a commitment.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Kept Date
The date on which the kept commitment was fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Kept Time
The time at which the kept commitment was fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Last Name
The last name of the contact the commitment was made to.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Made Date
The date someone made a commitment.
ACD
--
Contact detail, intraday
Contact
Commitment Made Time
The time someone made a commitment.
ACD
--
Contact detail, intraday
Contact
Commitment Phone Number
The phone number at which the contact wants to be called for the commitment.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Contact Agent Name
The name of the agent associated with the contact.
ACD
--
Contact detail, intraday
Contact
Contact End Date and Time
The date and time on which the contact ended.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact End Reason
The reason the contact ended.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact ID
The unique ID of the contact. This value will expand as needed up to a maximum of 19 digits long.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC
Contact Media Type Name
The type of media or delivery method associated with the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact Skill Name
The name of the skill that handled the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact Start Date and Time
The start date and time of the contact interaction.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact Team Name
The name of the team that handled the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
DNIS/To
The phone number the call reached.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Master Contact ID
The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred three or more times.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Parent Contact ID
Contains the Contact ID of the contact from which the contact was created. Parent Contact ID is only available for elevated contact situations.
Transfers do not retain the Parent Contact ID.
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Takeover Agent Name
The name of the user that took over a conversation.
ACD
--
Contact detail, intraday
Contact
Takeover Contact ID
The ID of the contact whose conversation a second agent took over.
ACD
--
Contact detail, intraday
Contact
Takeover Date
The date on which an agent took over another agent's call.
ACD
--
Contact detail, intraday
Contact
Takeover Time
The time at which an agent took over another agent's call.
ACD
--
Contact detail, intraday
Contact
Contact Start Date
Date (Contact Start)
The actual date, usually in reference to the date of the contact.
NICE CXone aggregates all summary-level information based on when the contact starts when using this date dimension.
Agent snapshot, campaign performance, custom reporting, DDA, skill performance, supervisor snapshot
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact
Date Hierarchy
A drill-down hierarchy of the date elements.
NICE CXone aggregates the summary-level information based on when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Day Name
The named calendar day; for example, Sunday.
NICE CXone aggregates all summary-level information based on when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Day of Week Number
The numerical calendar day; for example, 1 is Sunday.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Month Name
The named calendar month; for example, October.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Month Number
The numerical calendar month; for example 10 is October.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Start Quarter
The standard calendar quarter; for example, Q1 is January–March.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Start Week
The numerical calendar week; for example, week 39.
NICE CXone aggregates all summary-level information when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Start Year
The calendar year; for example, 2023.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Contact Start Time
12 Hour Hierarchy
A time hierarchy drill-down using the 12-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday
Agent, contact, PC
24-Hour Hierarchy
A time hierarchy drill-down using the 24-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday
Agent, contact, PC
Start Hour
Displays hours as numerical values, 1-24.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Time 12 Hour Time
Displays 15-minute time buckets on a 12-hour AM/PM time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Hour-Military Time
Displays hours on a 24-hour military time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Minute
Displays 15-minute blocks as numerical values; for example, 15, 30, or 45. When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
15 Minute Interval
A 15-minute interval range on the quarter hour.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
30 Minute Interval
A 30-minute time interval range on the half hour.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
60 Minute Interval
A 60-minute interval range on the whole hour.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Time 12 Hour Time
Displays 15-minute time buckets on a 12-hour AM/PM time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Time Military Time
Displays 15-minute time buckets on a 24-hour military time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Contact Type
Contact Type
The classification description for contacts within the system.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Date
Date
The actual date, usually in reference to the date of the contact; for example, 10/23/2023.
Agent snapshot, campaign performance, custom reporting, DDA, skill performance, supervisor snapshot
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Date Hierarchy
A drill-down tree hierarchy or the date elements.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Day Name
The name of the weekday; for example, Sunday.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Day of Week Number
The numerical week day; for example, a value of 1 means Sunday.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Month Name
The name of the calendar month; for example, January.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Month Number
The numerical calendar month; for example, a value of 1 means January.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Quarter
The number of the standard calendar quarter; for example, a value of Q1 means January through March.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Week
The numerical calendar week; for example, Week 39.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Year
The calendar year; for example, 2023.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Direction
Direction
Whether the contact was inbound or outbound.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Disposition
Active (Disposition)
A flag indicating whether a disposition is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list summary
Agent, contact, PC, IVR
Classification
The category of dispositions of a contact.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Dialing Outcome
The possible outcomes of an outbound dialer contact.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Disposition Name
The disposition text description. It includes the name for a particular disposition.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Reporting Group
A grouping of related dispositions.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Disposition Classification
Disposition Classification ID
The unique ID assigned to the disposition classification.
Personal Connection
True to interval
PC List Management
Agent, contact
Disposition Classification Name
The name given to the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
Disposition Classification Type Name
The type of the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
IVR Detail
Active IVR Script
A flag indicating whether a corresponding script is active or inactive.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Action Sequence
Numbers listed in sequence that show the order of actions a contact takes in the IVR. Requires the use of the contact ID.
ACD
--
Contact detail, intraday
Contact, IVR
Capture Date/Time
The date the result was captured.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Action
The type of action used in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Action ID
The ID of the action used in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
Action Label
The custom label given to an action in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
Script ID
The unique ID assigned to the script. The ID changes with each version of the script.
ACD
--
Contact detail, intraday
Contact, IVR
Script Name
The name of the script as specified in Studio.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Result
The result of a particular script action.
ACD
--
Contact detail, intraday
Contact, IVR
Location
Active (Location)
A flag indicating whether the location associated with the user forced logout is an active location or not.
ACD, Personal Connection
Contact star, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Location ID
The ID of the location with which the agent login session was associated.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Location Name
The name of the location with which the agent login session was associated.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Media Type
Media Type Name
The media type or channel of a contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management
Agent, contact, PC, IVR
Point of Contact
Active Point of Contact (POC)
A flag indicating whether a point of contact is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC)
The point of contact value or description. It displays the action point of the contact phone number.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC) Name
The name of the point of contact within the skill configuration.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC) Skill ID
The ID of the default skill associated with the point of contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC) Skill Name
The name of the default skill associated with the point of contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Prospective Contact
Removed
Whether or not a contact source has been marked as removed.
Personal Connection
Contact start, true to interval
PC list management
PC
Prospective Contact Source
Active (Prospective Contact Source)
Whether or not a prospective contact source is active.
Personal Connection
True to interval
PC list management
PC
Prospective Contact Source Name
The name of a prospective contact source.
Personal Connection
Contact start, true to interval
PC list management
PC
Prospective Contact Source Description
The description of a prospective contact source.
Personal Connection
Contact start, true to interval
PC list management
PC
Prospective Contact Source Removed
Whether or not a contact source was marked as removed.
Personal Connection
Contact start, true to interval
PC list management
PC
Session
Duration
The total amount of time between when the agent logged in and when the agent logged out.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Login Date
The date and time that the agent logged in to Agent.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Logout Date
The date and time that the agent logged out of Agent.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Session ID
The unique ID assigned to the agent's login session within the NICE CXone system.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Skill
Active (Skill)
A flag indicating whether a skill is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Agentless
Whether or not the skill is marked agentless.
Personal Connection
Contact start, true to interval
PC list management
PC
Contact Method
Whether a contact was created from Personal Connection (auto) or an alternative (manual) source from any media type.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR