Scheduled Reports

Back to Analytics Overview The Quality AI scheduled reports feature provides a structured framework for monitoring, evaluating, and improving agent performance. It enables tracking of agent productivity, adherence to quality standards, and interaction effectiveness, while providing insights into operational efficiency and compliance with evaluation metrics.

Reports Tab

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

Reports Access

Navigation: Quality AI > Analytics > Reports
Required Permission: Quality AI Reporting (auto-enabled for App Owners and Supervisors)

Report Dashboard View

Displays all reports created by or assigned to the current user.

Reports Dashboard Tabs

Tab	Description
My Reports	Shows only the reports created by the current user and provides quick access to run, edit, or schedule them.
All Reports	Shows all reports available organization-wide, based on permissions.
Favorites	Shows reports created by any user that the current user has marked as favorites.

Reports Columns List

Column	Description
Name	Displays the unique identifier/title of the report and its visibility status (for example, Private/Public).
Report Type	Shows Evaluation Form Summary, Interaction Evaluation, or Agent Performance to indicate the data or metrics covered.
Created By	Shows the report owner or creator.
Last Run	Shows the timestamp of the most recent report execution.
Next Run	Shows the scheduled timestamp for the next automatic report run. If scheduling is off, it shows Schedule Disabled.
Schedule Toggle	Toggle switch to enable or disable automation directly from the list. Off (gray): disables scheduled execution. On (blue): enables scheduled execution.
Actions	Play/Run: Run or generate the report immediately. Edit: Modify report settings and parameters. Menu Option (⋮): View and execute more options such as view history, clone, favorite/unfavorite, switch to public/private, and delete.

Bulk Actions (Search and Filter)

Bulk actions let you search and perform run or delete functions on multiple selected reports.

Search Bar: Search reports by name, type, or other attributes.
Bulk Operations: Search, filter, and select reports in bulk for batch actions.

To run bulk reports:

Select multiple reports using checkboxes.
The Bulk Run action menu appears on the top-left of the Reports page.
Select Bulk Run or Delete to execute the action. A confirmation message appears once you trigger the action.

Deleting multiple reports requires confirmation.

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.

Creating a New Report

Navigate to Quality AI > Analytics > Reports > + New Report.
Select + New Report.
A new report page opens showing the available report types. Choose one of the preconfigured report options.
Select Agent Performance Report.
Select Next to proceed.

You must select one report type before proceeding to General Configuration.

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.

Configuration (Data Source Selection)

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

Select +Add Filter to add filters and set values. Available filters:
- 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.
Select the required Optional Fields.
Enter recipient addresses in Send Email to (minimum one required).
Select Delete to remove a selected filter.
Select Next to proceed.

Schedule Configuration

Choose one execution method: Run on Demand (manual) or Schedule (automated).
- Run on Demand: Generates the report immediately. You can also schedule the report to run on demand.
- Schedule: Generates the report on a recurring automated schedule.

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: Select the time zone (defaults to device local timezone).

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

Report Actions

Edit Reports

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

Select Edit to modify the report settings.
Modify the Name and Description.
Modify the Evaluation Form, Date, Timezone, Filter, Optional Fields, and Send Email to fields.
Update Run on Demand or Schedule with the desired frequency details.
Select Instant Run to generate the report immediately.
Instant Run is only visible while configuring or customizing a report in Edit mode.
Select Save to activate the changes or reschedule the configuration.

Additional Actions

Select the vertical Ellipsis (⋮) button for more options.

Report Generation History

View the generated report history (successful, failed, and in-progress records) and download the required CSV files.

Navigate to the Reports > Actions column.
Select the vertical Ellipsis (⋮) button.
Select History to view the last five report runs.
Select Download to save the report in CSV format.
The generated reports show their status: run success (green) or run failed (red).

Clone a Report

Create a copy of the report configuration.

Navigate to the Reports > Actions column.
Select the vertical Ellipsis (⋮) button.
Select Clone to create a copy of the report. A success message appears when cloned.

Favorite/Unfavorite a Report

Mark reports for quick access.

Navigate to the Reports > Actions column.
Select the vertical Ellipsis (⋮) button.
Select Favorite/Unfavorite. A success message appears when marked as favorite or unfavorite.
All tagged favorite reports appear in the Favorites tab.

Switch to Public (Accessibility)

Control a report’s visibility by toggling between public and private. By default, all reports are public.

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

To revise access:

Select the Ellipsis (⋮) button under Actions.
Select Switch to Public or Switch to Private. A success message appears when the status changes.

The Private report is accessible to specific groups or individuals (or to the report creator) on the Reports tab.

Delete Report

Permanently removes the report configuration, its associated schedule, and all its history.

Navigate to the Reports > Actions column.
Select the vertical Ellipsis (⋮) button.
Select Delete to remove the report.
Select Confirm. The system displays a success message after deleting the selected reports.

View and Download a Report

On the Reports tab, navigate to the Actions column.
Select the vertical Ellipsis (⋮) button.
Select History to view all generated reports.
Select Download to save the required reports in CSV format.

Reports are available for download in CSV format only, with headers translated to the selected language.

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
Content: 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

Standard Email Format

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

Data Availability Handling

Report generation continues with available data.
Clear indication of data limitations in the report.
Email notification includes a data availability summary.

Empty Result Handling

Empty CSV files are generated with header rows intact.
The email clearly indicates that no data matches the criteria.
Suggestions are provided for alternative filter configurations.

Role-Based Permissions

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

Permission Restrictions

Users without the Quality AI Reporting permission cannot:

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 Tab

Reports Access