Nextiva NEXT - Dashboards & Reports

Accessing Dashboards & Reports

You will only be able to see this area if you are an Administrator or a Supervisor in NEXT.

Within the Dashboards & Reports area of NEXT, you can see data on:

Customer engagement
AI Employee engagement
Agent performance
Usage & activity
Agent login history
Inbox summary report
Agent ticket report
Ticket summary report
My Inboxes productivity report
AI Employee report
Call log details report
Call log details summary report
NextIQ usage report

Log in to NEXT via https://app.nextiva.io/lioncc/.
- Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.
In the left navigation, select Favorites, then select Dashboards & Reports.
In the left panel, select from the Dashboards or Reports sections to view your options.
Select the different dashboard or report types to view them in more detail.

Dashboards

There are three dashboards available: Customer engagement, AI Employee engagement, and Agent Performance. Select any dashboard from the left panel to view it.

Customer Engagement Dashboard

Provides a quick overview of customer engagement to help you track interaction trends and enhance customer experiences across channels.

On the Customer engagement dashboard, you will see:

Total Tickets — all inbound tickets over the selected date range
Open Tickets — all unresolved customer issues
SLA Breach Rate — percentage of cases not resolved within the defined SLA
First Response Time — average time to first reply
Ticket Volume by Channel — breakdown of ticket volume across Calls, Chat, and SMS
Total Conversations — breakdown of AI Employee Only vs Transfer to Inbox/User, shown as a donut chart and trend line
Trending Topics — most common topics raised by customers
Calls Received and Made — trend line showing inbound and outbound call volumes over the selected date range
SMS Received and Made — trend line showing inbound and outbound SMS volumes over the selected date range
Missed Call & Voicemail — shows total voicemails and missed calls with trend lines over the selected date range

Dashboard Filters

The following filters are available on the Customer engagement dashboard:

Last 7 days — select a date range
Campaigns
Priority
Inbox
Status
Channel
Timezone

AI Employee Engagement Dashboard

Provides real-time insights into AI Employee behaviour and interaction patterns.

On the AI Employee engagement dashboard, you will see:

Total Conversations — breakdown of AI Employee Only vs Transfer to Inbox/User, shown as a donut chart and trend line
Transferred Conversations — volume of conversations transferred to a User or Inbox over time
Conversation Time Breakdown — pie chart showing time split between AI Employee Conversation, Human Conversation, and Wait Time
AI Employee Participation % — displays the agent usage rate as a percentage, with a trend line showing change over the selected date range
Functions Used by AI Employees — table listing each function executed by the AI Employee, along with the number of executions and execution percentage
New Leads Captured — shows the total number of unique leads captured by the AI Employee over the selected date range
Average Number of Messages Across Sessions — pie chart showing the distribution of messages across Customer Messages, AI Employee Messages, and Human Agent Messages

Dashboard Filters

The following filters are available on the AI Employee Engagement dashboard:

Last 7 days — select a date range
Campaigns
Priority
Inbox
Status
Channel
Skills
Timezone
Business Hours

Agent Performance Dashboard

Provides near-real-time insights into agent productivity and cross-channel interactions.

On the Agent Performance dashboard, you will see:

FCR Rate — percentage of tickets resolved on first contact
Average Time to Close — average time to close tickets
Average First Response Time — average time to first reply
Resolution Rate — percentage of resolved tickets
Average Handle Time — average user time per ticket
Ticket Volume by Status & Priority — bar chart broken down by In Progress, Open, and Closed
Agent Occupancy Rate — agent workload as a percentage
Agent Utilization Rate — per-agent utilization breakdown
Agent-wise Ticket Handling by Status — ticket handling breakdown per agent

Dashboard Filters

The following filters are available on the Agent Performance dashboard:

Last 7 days — select a date range
Campaigns
Priority
Inbox
Status
Channel
Timezone

Reports

The Reports section includes a variety of reports for a Supervisor or Administrator to use, to see team's activities at a high level.

Report Options & Definitions

Usage & Activity Report

Captures how users interact with the platform, including channel volumes and engagement levels.

Agent Login Report

Logs agent login and logout times, useful for attendance tracking, shift adherence, and compliance monitoring.

Inbox Summary Report

Provides a high-level overview of all inboxes, showing volumes, SLAs, and other inbox performance metrics across channels for better workload balancing.

Agent Ticket Report

Maps tickets directly to agents, enabling performance tracking, workload analysis, and individual contribution insights.

Ticket Summary Report

Summarizes ticket volumes, types, statuses, and trends across teams or defined time periods to help monitor service performance and identify bottlenecks.

My Hub Productivity Report

Tracks agent activity and engagement within My Hub, highlighting usage patterns and interactions handled.

AI Employee Report

Tracks how and when customers interact with the AI Employee across all channels — Live Chat, SMS, and Voice. The report provides metrics such as session duration, channel distribution, escalation rate, and AI-to-agent ratio. Data is updated every 15 minutes and can be filtered by date range, channel, or inbox.

Filters and customization

Filter by Agent, Inbox, Date Range, or Channel to narrow the results.
Use the Download button to export the report as CSV or schedule an automated delivery.

Metrics overview

Metric	Description
Session Duration	Time the AI Employee spent with the customer before handoff or resolution.
Virtual Agent	Displays the specific AI Employee handling the session.
Session Channel	Identifies where the interaction originated (Chat, SMS, or Voice).
Campaign	Shows which configured campaign or journey the interaction belonged to.
Session Start / End Time	Timestamps for when the interaction began and ended.

Note: These metrics are also visible in the AI Employee Dashboard under Reporting and Analytics for aggregated insights such as conversation volume and escalation trends.

Call Log Details Report

Shows a detailed record of individual inbound and outbound calls. Each row includes:

Type — Inbound or Outbound
Name — agent associated with the call
Created At — date and time the call was created
Duration — length of the call
Answered — whether the call was answered (Yes/No)
From Address — originating phone number
To Address — destination phone number
Internal Calls — whether the call was internal (true/false)
Quality — call quality rating

Filters available: Agent, Inbox, Last 7 days (date range). Supports Download and Schedule.

Call Log Details Summary Report

Provides an aggregated summary of call activity. Each row includes:

Total Calls
Total Inbound Calls
Total Outbound Calls
Total Dropped Calls
Total Inbound Call Time
Total Outbound Call Time
Average Inbound Call Time

Filters available: Agent, Inbox, Last 7 days (date range). Supports Download and Schedule.

Nextiq Usage Report

Tracks how NextIQ is being used by agents, showing query volume and answer rates. Each row includes:

Date
Total Queries To NextIQ
Queries Answered By NextIQ
Queries Unanswered By NextIQ
NextIQ Answer Rate
Total Human Employee — number of human employees involved

Filters available: Agent, Inbox, Last 7 days (date range). Supports Download and Schedule.

Report Filters & Search

Use the search bar above each report to find a specific piece of information. You can also use the filters to narrow it down to a specific time frame, select specific Agent(s) to view, and select specific Shared Inbox(es) to narrow your report further.

Download Reports

Download any report you are viewing by selecting the Download button in the upper right corner of the report. You can select .CSV, .XLSX, or .JSON for the file type.

Once you download it, it will appear in your web browser's Downloads folder. From there, you can drag & drop it to save it to your computer's desktop, or save it elsewhere.

Schedule a Report

Schedule the report you are viewing to run by selecting the Schedule button in the upper right corner of the report.

Once you select Schedule, a new window will appear. Fill in the information and select the blue Save button when you are done. It will be scheduled to email to the person you chose, in the chosen format, each week at the selected day and time.

Adjust Report View

When looking at any report, you will see the compact, standard, and spacious view icons in the upper right corner, next to the Download button.

Select any of these to add more space or details to the line items within the report you are viewing.

Report Builder

Report Builder allows you to create and manage custom reports on demand or on a schedule. It is accessible from the left navigation under Report Builder.

My Reports and Custom Reports

The Reports page includes two tabs — My Reports and Custom Reports. My Reports displays reports you have previously created. Custom Reports shows all custom reports available in your account.

Create a Custom Report

Select Report Builder in the left navigation.
Select Create custom report.
Choose a template from the available list or select Build without template to start from scratch.
Fill in the following details:
- Template — pre-selected if you chose a template
- Name — enter a name for your report
- Description — optional description
- Time Period — select the date range
- Timezone — select your timezone
- Inboxes — select specific inboxes or all inboxes
- Users — select specific users or all users
Select Next to continue.