Expo XT + NICE CXone on Snowflake: Smarter Contact Center Analytics in Power BI

NICE CXone and Snowflake Integration with Power BI

Why Snowflake Matters for CX teams

NICE CXone now delivers customer interaction data through Snowflake Data Share. This means you can directly query CXone data from your own Snowflake account — without waiting for CSV exports or relying only on API calls.

For contact center teams using Expo XT, this opens up a faster, more scalable way to build dashboards in Power BI. Instead of manually moving files, you can connect to curated datasets that are always up-to-date, secure, and ready for reporting.

What “CXone Snowflake Data Share” Actually Provides

Rather than pushing files, NICE provisions a Snowflake “share” that exposes schemas, views, and tables representing interaction and session data. A tenant receives an access URL and credentials and can query CXone datasets directly from their Snowflake account.

Snowflake Data Share is a secure, read-only connection that NICE sets up for your tenant. It includes:

Schemas and tables for CXone interaction data, agent states, and queue metrics.
Stable data views managed by NICE, so you don’t have to worry about broken queries after updates.
Role-based access control and IP restrictions for security.

Once the share is accepted, the data lives in your Snowflake account — ready for Expo XT’s Power BI templates, or any other BI tool.

How Expo XT connects to Snowflake (architecture and data flow)

Expo XT is a Power BI solution that transforms CXone datasets into dashboards and reports. In the Snowflake Data Share model, the integration pattern looks like this:

NICE CXone publishes a Data Share — NICE provisions Snowflake datasets with curated views (calls, transcripts, agent logs, queue events).
You accept the share in your Snowflake account — The datasets become available under your Snowflake environment.
Expo XT maps CXone schemas to Power BI models — The built-in semantic layer handles relationships like call → queue → agent.
Dashboards refresh automatically — You choose DirectQuery (for near-live data) or scheduled refreshes (for faster interaction).

💡 Tip: Use a small staging schema in Snowflake to prepare joins and calculations before they hit Power BI. This reduces query costs and speeds up dashboards.

Digram showing Snowflake CXONE Integration with Power BI

Expectations: Real-Time vs Timely Reporting

While Snowflake isn’t a streaming system, CXone’s Data Share makes new records available quickly. Reporting latency depends on the ingestion and processing pipeline you implement.

When paired with Expo XT and Power BI, teams have two flexible options:

DirectQuery gives you the freshest data, but queries run in Snowflake every time.
Import mode with frequent refresh (every few minutes) is faster for supervisors reviewing KPIs.

Combine Snowflake Data Share with our NICE API integration for near real-time data access. This means operational dashboards in Power BI can stay fresh enough for the things supervisors care about most:

Queue performance and SLA tracking with DirectQuery for up-to-the-minute visibility.
>Escalation patterns between AI and human agents, showing how often customers need a handoff and how effective the follow-up is.
Abandoned call analysis, refreshed every few minutes in Import mode, to uncover where customers drop—whether it’s long hold times, IVR loops, or routing rules.
Even advanced data science prep, using Snowflake as the foundation for modeling that later feeds back into Expo XT dashboards.

For split-second routing decisions, CXone’s live monitoring remains essential. But for performance tracking, trend analysis, and understanding customer behavior, Snowflake + Expo XT is more than fast enough—and far more flexible.

Turning CX Data Into Actionable Advantage

Snowflake Data Share removes the old friction of exporting, moving, and stitching together CXone data. With Expo XT layered on top, teams are making faster, better decisions about staffing, AI effectiveness, and customer experience.

Whether it’s spotting SLA risks before they escalate, understanding where self-service breaks down, or preparing datasets for advanced analytics, the combination of CXone + Snowflake + Expo XT turns raw interaction data into a true competitive advantage.

References

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