Data Share

Your CXone Mpower contact center data is stored in a Snowflake data warehouse. Data Share enables you to access your data. You can access your data in the Snowflake interface, or you can programmatically Performing an action using computer code rather than a manual process or user interface. This automates tasks, since they are performed by a program or script, rather than a human. pull it into an external data store. For example, you may have a BI reporting tool, or another similar data analysis tool. This lets you analyze your own data and generate reports using your preferred data analysis tool. It also helps you gain deeper insights and make data-driven decisions about your contact center.

To access your data, you must have a Snowflake account. You can use your own Snowflake account or NiCE can provide you one. Also, Data Share requires a license to use, so you must contact your NiCE Account Representative to enable it for you.

NiCE-Provided Snowflake Account vs Your Own Snowflake Account

When you purchase a license, you must choose whether you want to use your own Snowflake account or if you want NiCE to provide you one. After setting up Data Share, if you want to switch, you can do so by working with your NiCE Account Representative.

If you use your own Snowflake account:

• This enables Snowflake's private listing feature for secure, customizable, cross-account data sharing.

• This enables cross-cloud and cross-region sharing.

• Data replication occurs at the sub-database level and refreshes every minute. However, it can take up to one hour between when data is produced until it becomes available for you to use.

• You can create up to 25 customizable data shares for more granular control over shared data. See the Snowflake documentation for more information.

The following table gives a basic comparison between the benefits of using your own Snowflake account versus NiCE providing you one:

Capability	Your own Snowflake Account	NiCE-Provided Snowflake Account
Supported cloud storage providers	AWS, Azure, and GCP	AWS
Supported regions for Snowflake account	Any	The region where your CXone Mpower instance is hosted.
Number of data shares per system	Many, with the ability to select which tenants' data to share when you create a new data share	1
Ability to select which views to share from available secure views	Yes	No
Ability to select child tenants	Yes	No
Support for impersonation for NiCE Support troubleshooting purposes	No	Yes

When you create a Snowflake account through CXone Mpower, you become dependent on NiCE for some of the maintenance tasks for the account. You need to contact your Account Representative if you want to: 

• Change the warehouse size.

• Reset your password for your primary Snowflake account if you allow it to expire. Password expiration happens 90 days after your most recent password change.

If you are using Data Share with a NiCESnowflake account and no longer want these dependencies, contact your Account Representative for help arranging your own Snowflake contract.

Data Share Library

You can use this interactive HTML application to learn about the data objects in Data Share.  This library of information includes:

• Glossary: The names and definitions of metrics and attributes shown in the data in Data Share views. Many metrics are the same that are available in CXone Mpower reporting and dashboards.

• Data Dictionary: The names and definitions of the views and columns in Data Share.  It includes descriptions of different Data Models, ERDs (diagrams) for the different data subject areas, relationships of the views to each other, and their related glossary terms.

• Other Documentation:

  • Suite data model design changes and paradigm shifts.

  • Different state models for contact, agent, and agent contact events.

  • Updates to the data model and documentation that occur over time.

Key Facts About Data Share

With a NiCE-provided Snowflake account:

• You must change your password every 90 days for your primary Snowflake account. If you let your password expire, data sharing stops until you change your password.
• To access your data programmatically Performing an action using computer code rather than a manual process or user interface. This automates tasks, since they are performed by a program or script, rather than a human., you can also create a Snowflake service user in the Data Share interface.
  • This service user uses key-pair authentication for your external application.
  • When creating the service user in Data Share, you also generate the private key and username, used for authentication.
• The primary and service user accounts are created in the Data Share interface, but they are related to Snowflake accounts.

With your own Snowflake account:

• When your Data Share license is first enabled, it may take 30-40 minutes before you can create your first data share.

• Your organization can have up to 25 data shares. You cannot use the same Snowflake account locator for more than one data share.

• Data Share account names must be unique.

• You can only delete or modify a data share with an Active Status.

• If you're creating a new Snowflake account for the Data Share application, you should start with a small warehouse. This is usually large enough for Data Share. If the performance isn't adequate, first optimize your queries. If that doesn't help, you should then upgrade your warehouse size.