Recording Export API Usage Report

Required permissions:Report Viewer, CXone Billing

Required Employee Settings: Can View BI Reports

The Recording Export API Usage report allows you to view the number of recordings your organization downloaded or played back each month. This can help you determine monthly API usage.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

Image of Recording Export API Usage

Usage Fees

There is no usage fee for playing recordings within CXone. If you export recordings via the API or download them from CXone directly, you will be charged a usage fee if you export or download recordings for more than 5% of the total interactions handled by your contact center. Contact the CXone Account Representative for more information about billing.

John Middleton, the CXone administrator for Classics, Inc., wants to know Classics' API usage for the month of June so he can estimate billing charges. He runs the Recording Export API Usage report to see the number of downloaded and played back interactions versus the total interactions handled by Classics in June. From there, he calculates how many downloads were applied a usage fee.

Overview Page

By default, the page displays the total interactions data for the current and previous six months. It includes:

  • Total interactions handled by the contact center.

  • Number of interactions downloaded or played back by the employees.

To view data for any specific month, select the corresponding tab (for example, Sep-2022).