Workforce Management (CXone) Data Share

CXone Data Share allows you to access and query operational Workforce Management (WFM) datasets directly in your Snowflake data warehouse. This capability enables you to query, blend, and analyze your workforce management data to create custom reports, business intelligence (BI) dashboards, and advanced operational analytics.

Prerequisites

Before querying WFM datasets in Data Share, ensure the following requirements are met:

  • CXone Data Share: Must be enabled for your tenant. Contact your NiCE account representative to activate Data Share.

  • Snowflake Account: During Data Share setup, your organization selects one of the following account options:

    • CXone-provided Snowflake account: Automatically created when Data Share is enabled, providing immediate access without requiring a pre-existing Snowflake deployment.

    • Customer-owned Snowflake account: Allows you to connect your existing corporate Snowflake account to centralize CXone data alongside other enterprise datasets and manage your own cost model.

  • Permissions: Your user account must have appropriate read permissions on the shared database and schema in Snowflake.

For step-by-step setup instructions for both options, see Set Up Data Share and Manage Data Share with Your Own Snowflake Account.

Available Datasets

WFM Data Share exposes the following operational data views:

  • Schedule Adherence: Query interval-level scheduled versus actual agent activities, activity durations, and adherence flags.

  • Intraday Performance Metrics: Compare forecasted and actual operational metrics—including contact volume, average handle time (AHT), service level agreement (SLA), and abandon rates—at the skill group and interval levels.

  • Scheduled Time Utilization: Analyze the total duration of scheduled activities mapped across activity codes and payroll classifications.

  • Dimension Mappings: Query supporting WFM dimensions, including:

    • Agent State Mappings: Correlate agent states directly to WFM activity codes.

    • Scheduling Units: Filter and group data by configured scheduling units.

    • Payroll Codes: Map activity codes to payroll classifications for labor reporting.

Data Schema and Reference

For detailed table schemas, data types, field definitions, and sample queries for all WFM views, see the CXone Data Share Library.