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Accessing Contact Data in ServiceNow

The Skybox integrated eXperience (SiX) can memorialize your CXone data directly into a custom table in ServiceNow. This allows for rich reporting and easy access to call history for specific tasks and users.

Memorializing Data

SiX pushes all contact data to a custom ServiceNow table named x_skte_incontactci_phone_data. This table extends the standard OpenFrame table sn_openframe_phone_log.

Data Fields

The following fields are pushed to the table for each contact:

  • agent: Name of the CXone agent
  • contact: Name of the contact selected on the disposition page
  • task: Name of the task selected on the disposition page
  • call_id: CXone contact ID
  • recording_url: URL to access call recording in CXone
  • call_type: Incoming or outgoing
  • start_time: Beginning of the call
  • end_time: End of the call
  • duration: Total call duration
  • phone_number: Associated phone number
  • call_direction: Inbound or Outbound
  • comment: Comment entered on the disposition page
  • disposition: Disposition selected in CXone
  • skill_name: CXone skill name
  • ani: Caller ID number
  • dnis: Number dialed
  • email_from/to/subject: Data for email contacts
  • email_transcript: Full transcript for email contacts
  • chat_transcript: Full transcript for chat contacts
  • contact_type: PHONE, WORK ITEM, CHAT, EMAIL, or VOICEMAIL
  • custom_value1: Custom values attached to the contact in the IVR script
  • tags: List of CXone Tag IDs applied to the contact

How to Access Data

To view the memorialized data in ServiceNow:

  1. Navigate to Skybox CXoneCTI in the ServiceNow sidebar.
  2. Click on Phone Logs.

You can then create ServiceNow reports, dashboards, and views using this data.