Scheduled Reports

Back to Reports List Scheduled Reporting enables supervisors to automate and analyze reports for agent performance, interaction quality, metric adherence, and inbound/outbound contact direction insights, supporting targeted coaching and continuous improvement.

Reports Page

The Reports page consists a list of generated reports. You can generate an instance of a new report, download reports, edit, view, and delete reports.

Access Reports

Navigate to Quality AI > Analytics > Reports

The Quality AI Reporting permission is required to access reports. This permission is auto-enabled for App Owners and Supervisors.

Report Dashboard

The Report dashboard displays all reports created by or assigned to the current user.

Reports Dashboard Tabs

The Reports page organizes all reports into tabs by type for easy access and management, including My Reports for viewing and managing reports you created, All Reports for accessing all reports available to you, and Favorites for quickly viewing reports you have bookmarked.

Reports Columns List

Column	Description
Name	Report title and visibility (Public/Private).
Report Type	Evaluation Form Summary, Interaction Evaluation, or Agent Performance.
Created By	Report owner or creator.
Last Run	Last executed or generated timestamp of a report.
Next Run	Next executed timestamp of a report.
Schedule Toggle	Enable or disable scheduling.
Actions	Include options to Play or Run a report immediately, Edit to modify its configuration, and the Menu (⋮) to access additional options such as viewing history, cloning, marking as favorite, changing visibility, or deleting the report.

Bulk Actions (Search and Filter)

Use the search bar to find reports by name or type. Select multiple reports using checkboxes to perform bulk actions. To run or delete reports in bulk:

Select one or more reports using the checkboxes.
The Bulk Run action menu appears in the top-left of the Reports page.
Select Bulk Run or Delete to execute the action.
A confirmation message appears after the action completes.

Report Configuration Process

With Quality AI, you can create, filter, and schedule reports for automated or on-demand delivery with customizable formats, bulk actions, and secure, role-based access.

Create a Report

To create a new report, follow these steps:

Navigate to Quality AI > Analytics > Reports > + New Report.
Select + New Report.
Select a report type from the available options.
Select Next and follow provide the relevant information.

Agent Performance Report Generation

The following steps demonstrate the three-step configuration process.

General Configuration

Captures the basic report metadata and identification information.

Enter a unique Name for the report.
Enter a meaningful Description explaining the report’s purpose and intended audience.
Select Next to proceed.

Configure Evaluation Form or Agent Scorecard

Defines the parameters specific to each report type, including data sources, filters, and time settings.

Select the required Evaluation Form or Agent Scorecard (as applicable) to determine the data scope.
- You can select multiple scorecards for comparative analysis.
- Includes only interactions evaluated using the selected forms or scorecards.
  You must select at least one evaluation form or scorecard (mandatory). Only agents with assigned scorecards appear in the report.
Select a Date or date range:
- Standard Ranges: Current day, Previous day, Last 7 days, Last 30 days, Last 90 days.
- Custom Range: Select specific start and end dates.
Select a Timezone to match the reporting accuracy.
Choose the necessary Filters such as Channel, Queue, Language, and Agents, then set their corresponding values.

Configure Filters and Fields

To add filters and set values, select +Add Filter. The available filters are:

Queues: Select one or more queues to evaluate workload distribution and queue-specific agent metrics.
Channel: Select Chat or Voice.
Agents: Select specific agents for agent-level performance tracking.
Agent Groups: Select the group or team of agents to include in the report.
Language: Select a language configured for Quality AI. Defaults to the application’s default language.
Duration Status: Filter by evaluation eligibility: Evaluated or Below Threshold.
Contact Direction: Filter by Inbound or Outbound to segment report data by contact direction. When applied, the report output includes only interactions matching the selected direction, and the exported file reflects the active direction filter.

Configure Optional Fields

Select Optional Fields to add additional columns to the report export.
Enter recipient email addresses in the Send Email to (minimum one required to receive automated reports).
Select Delete to remove a selected filter.
Select Next to proceed.

Available fields vary by report type and are dynamically updated based on the selected date range, including custom metadata fields. Changing the date range may change the available custom fields.

Configure Schedule

Choose one execution method: Run on Demand (manual) or Schedule (automated).

Run on Demand (manual): Generates the report immediately using the current configuration. The Instant Run appears and the scheduling toggle is disabled.
Schedule (automated): Generates the report generation at a defined frequency. The scheduling toggle remains enabled, and the system turns on or off at any time.

Schedule Frequencies

For scheduled reports, specify the frequency:

Hourly: Specify the minute of each hour (0-59). The system generates the report every hour at the specified minute.
Daily: Select a specific time in 24-hour format.
Weekly: Choose a specific day (Monday to Sunday) and time. The system generates the report every seven days.
Monthly: Select a day of the month (1-28) and time.
Quarterly: Select a day of the quarter (1-28/29/30/31) and time. The system generates the report every three months.
Yearly: Select a month, day, and time. The system generates the report once per year.

Additional Settings

Start Date: Select when the schedule begins.
Timezone: Sets the time zone for report execution (defaults to your device’s local time zone).
Instant Run: Runs the report immediately (available only in Run on Demand mode). To generate the report immediately, select Instant Run.
When you configure a recurring schedule (such as Daily or Weekly), the Instant Run button is disabled. The report runs automatically according to the schedule. In Schedule mode, you can toggle the schedule on or off at any time.

Select Save to confirm and activate the schedule. The saved report appears in the Reports > My Reports dashboard.
- Enable scheduling by switching on the Schedule toggle.
- From the Actions column, select Run to generate the report immediately.
  When you proceed to disable a report, the system displays a pop-up confirmation before updating the report status.

Mandatory Configuration Fields

The following fields are required for all three report types:

Configuration Item	Description	Default Value
Evaluation Form or Agent Scorecard Selection	At least one scorecard is required to determine data scope and agents.	—
Report Name	User-defined name for the report.	Default
Language	Language of the report text, configurable from available Quality AI languages.	—
Date Range	The reporting period.	—
Timezone	Time zone for date and time values.	Device local time zone.
Email Recipients	At least one recipient with the required permissions.	—

Report Behavior

Reports calculate metrics using evaluated interactions only.

Evaluated interactions: Included in all scores, adherence calculations, and aggregates.
Below Threshold interactions: Reports exclude these by default. You must explicitly include them using the Duration Status filter, and they don’t contribute to scores or aggregates when excluded.
Manually evaluated interactions: Always treated as evaluated and included in all metrics.

Manage Reports

Edit Reports

Modify the report’s settings including name, description, data scope, filters, recipients, and schedule, then save to activate automated generation.

Select Edit from the Actions column.
Modify the required fields across General, Configuration, and Schedule steps.
Select Save to activate the changes or reschedule the configuration.

View and Download Report History

Navigate to the Reports and select the three-dot (⋮) menu in the Actions column.
Select History to view the last five report runs.
Select Download to save a report run as a CSV file.
The generated reports show their status: run success (green) or run failed (red).
Reports are available for download in CSV format only, with headers translated to the selected language.

Clone a Report

Navigate to the Reports > select the three-dot (⋮) menu in the Actions column.
Select Clone to create a copy of the report configuration.
A confirmation message appears when cloning is complete.

Favorite or Unfavorite a Report

Navigate to the Reports > select the three-dot (⋮) menu in the Actions column.
Select Favorite or Unfavorite.
All tagged favorite reports appear in the Favorites tab.

Change Report Visibility

Reports are Public by default. Switching to Private restricts access to the report creator or specific users.

Public: Accessible to all users.
Private: Accessible only to specific groups, individuals, or the report creator.

To revise access:

Navigate to the Reports > select the three-dot (⋮) menu in the Actions column.
Select Switch to Public or Switch to Private.
A confirmation message appears when the change is applied.

Delete Report

Deleting a report permanently removes its configuration, associated schedule, and all history.

Navigate to the Reports > select the three-dot (⋮) menu in the Actions column.
Select Delete to remove the report.
Select Confirm. The system displays a success message after deleting the selected reports.

Sample Report Format

Reports are generated only in CSV format:

File Format Output: CSV file
File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
Headers: Translated to the selected language with filtered data
The same three-step process (General > Configuration > Schedule) applies to all report types, with variations in the Configuration step based on the specific report requirements.

Email Delivery

The system delivers all scheduled reports by email in the following standard format.

Data Availability Behavior

Partial Data: Report is generated with available data. The email includes a data availability summary.
No Matching Data: An empty CSV with header rows is generated, and the email indicates that no data matches the criteria with suggestions for alternative filter configurations.

Access Control

Role-Based Permissions

The following table describes report-related permissions based on user roles:

Role	Create Report	Edit Own Reports	Edit Public Reports	Delete Own Reports	Delete Public Reports	Schedule Reports	View Report History
App Owner	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Supervisor	Yes	Yes	Yes	Yes	Yes	Yes	Yes
User with `Quality AI Reporting` Permission	Yes	Yes	Yes	Yes	No	Yes	Yes (own reports only)
User without Permission	No	No	No	No	No	No	No

Users without the Quality AI Reporting permission can’t access the Reports section, view any reports, create reports, receive scheduled report emails, or download historical reports.

Permission Restrictions

Users without the Quality AI Reporting permission can’t:

Access the Reports section
View any reports (public or private)
Create new reports
Receive scheduled report emails
Download historical reports

Modules

Platform Services

Administration

References

Reports Page

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