Scheduled Reports¶

The Quality AI scheduled reports feature provides a structured framework for monitoring, evaluating, and improving agent performance. It enables the tracking of agent productivity, adherence to quality standards, and interaction effectiveness, while providing insights into operational efficiency and compliance with evaluation metrics. By generating and analyzing scheduled reports, QA managers and supervisors can identify coaching opportunities, ensure alignment with organizational goals, and drive continuous improvement.

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: The 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¶

On the Reports page, you can view all your reports organized by type.

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

Reports List Columns¶

Column	Description
Name	Displays the unique identifier/title of the report. It shows the visibility status of the report (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 of the report.
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	Shows Displays the toggle switch to enable or disable automation directly from the list.
- Off (gray): Disables scheduled execution.
- On (blue): Enables scheduled execution.
Actions	- Play/Run (): Enables you to run or generate the report immediately. - Edit (): Enables you to edit the report settings to modify its details (parameters). - Menu Option (): Click the vertical ellipsis menu button to view and execute more options, such as view history, clone, favorite/unfavorite, switch to public/private, and delete.

Bulk Actions (Search and Filter)¶

The bulk actions enable you to search and perform run or delete functions on multiple selected reports.

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

To run the 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 (to run or remove all selected reports). A confirmation message appears once you trigger the action.

Note

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.

Report Generation Example¶

This section provides a visual walkthrough of the report generation process. Follow the same steps for all three report types.

Creating New Report¶

Steps to create 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 any one of the preconfigured report options to create a new report.
Select Agent Performance Report.
Select Next to proceed.

Note

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.

Required Fields:

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

Configuration (Date 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 and relevant interactions.
- You can select multiple scorecards for comparative analysis.
- Includes only interactions evaluated using the selected forms or scorecards.
  Note
  - You must select at least one evaluation form/scorecard while configuring a report (mandatory).
  - Only agents with assigned scorecards appear in the report.
Select a Date or a date range for report generation.
- 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 standard TimeZone (device local Time Zone) to match the reporting accuracy.
Choose the necessary Filter, such as Channel, Queue, Language, Agents, and set their corresponding values.

Configure Filters and Fields¶

This lets you to add filters when creating a new report or editing an existing report. You can change the following report’s details:

Select +Add Filter to add more, and add a value vs. the selected filter.
Select the required filters, such as:
- Queues
  - Select one or more queues from the dropdown list to evaluate workload distribution and queue-specific agent metrics.
- Channel
  - Select the Channel to set the value (Chat or Voice).
- Agents
  - Select the Agents for agent-level performance tracking and evaluation.
- Agent Groups
  - Select the Agent Groups to define the group or team of agents to include in the report.
- Language
  - Select a Language that the system configures for Quality AI.
  - Defaults to the application's default language.
Select the required Optional Fields.
Enter recipient addresses in Send Email to send the automated reports in the selected language. You must add at least one recipient email address.
Select Delete to remove the selected filter.
Select Next to proceed.

Schedule Configuration¶

Lets you authorize users to automate report generation with minimal manual effort.

Choose one execution method: Run on Demand (manual) or Schedule (automated).
- Run on Demand:
  - Select when you need immediate report generation (a new report or to edit an existing report).
  - Report executes instantly with the current configuration.
  - You can schedule the report to run on demand.
- Schedule:
  - Select schedule for automated recurring generation.
  - Modify the schedule based on the chosen frequency.

Schedule Frequencies¶

For scheduled reports, specify the frequency of report generation:
- Hourly
  - Specify minutes of each hour (0-59).
  - The system generates report every hour at the specified minute.
- Daily
  - Select a specific time in 24-hour format (hours, minutes, AM/PM).
- Weekly
  - Choose a specific day (Monday to Sunday).
  - Select time (hours, minutes, AM/PM).
  - The system generates report every seven days.
- Monthly
  - Select day of month (1-28 to avoid month-end issues).
  - Select time (hours, minutes, AM/PM).
- Quarterly
  - Select day of quarter (1-28/29/30/31).
  - Select time (hours, minutes, AM/PM).
  - The report is generated every three months.
- Yearly
  - Select month (January-December).
  - Select day of month (1-28/29/30/31).
  - Select time (hours, minutes, AM/PM).
  - The system generates report once per year.
Specify the Additional Settings.
- Start Date: Select a schedule to begin.
- Timezone: Select time zone (defaults to device local timezone).
Select Instant Run.
- Manually, you can generate the report immediately.
- Automatically, the system runs the report based on a pre-set schedule.
Select Save to confirm and activate the schedule.

The report appears in the Reports > My Reports dashboard according to the defined configuration and schedule.

!!! Note

    * If you select **Run on Demand**, the **Instant Run** button appears, and the scheduling toggle is disabled.

    * If you configure a recurring schedule (for example, Daily or Weekly), the **Instant Run** button is disabled.

    * When a recurring schedule is active, the system automatically runs the report according to that schedule.

    * When in **Schedule** mode, the scheduling toggle remains enabled, and you can turn the schedule on or off at any time.

Mandatory Configuration Fields¶

The following table describes the common mandatory fields for all three report types:

Configuration Item	Description	Default Value
Evaluation Form/Agent Scorecard Selection	Users must select at least one scorecard 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	Selection of the reporting period.	Default
Timezone	Time zone for date and time values.	Device local time zone
Email Recipients	At least one recipient from users with the required permissions.	Default

Report Actions¶

For each report in the dashboard, the following actions are available:

Edit Reports¶

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

To edit a report,

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 addresses.
Update Run on Demand or Schedule with the desired frequency details, such as Hourly, Daily, Weekly, Monthly, Quarterly, Yearly, Start Date, and Time Zone.
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.

To view the history of any report:

Navigate to the Reports > Actions column.
Select the vertical Ellipses (⋮) button.
Select the History to view the last 5 runs of the reports.
Select Download to save the report in CSV format.
Shows the generated reports' status: run success (green), run failed (red).

Clone a Report¶

Create a copy of the report configuration.

To clone a report,

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

Favorite/Unfavorite a Report¶

Enables quick access to frequently used reports.

To mark a report favorite/unfavorite,

Navigate to the Reports > Actions column.
Select the vertical Ellipses (⋮) button.
Select Favorite/Unfavorite to create a copy of the report. A successful message appears when marked as favorite/unfavorite.
All the tagged favorite reports appear in the Favorites tab.

Switch to Public (Accessibility)¶

This lets you control a report’s visibility to specific groups or individuals by toggling its status between public and private. You can restrict the accessibility of the reports as required. There are two permissions available:

Public
Private

By default, all reports are public. You can restrict access to the reports by making them private.

Steps to revise the access:

Select the Ellipsis (⋮) button under Actions to revise the access for the report.
Select Switch to Public. The Public report is permissible for all users.
Select Switch to Private. A successful message appears when switched to public/private.

Note

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.

To delete a report,

Navigate to the Reports > Actions column.
Click the vertical Ellipses (⋮)button.
Select Delete to remove the report.
Click Confirm. A successful message appears when the selected reports are deleted.

How to View and Download a Report¶

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

Note

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

Sample Report Format¶

Only the CSV format is generated and available for download, with headers translated into the selected language in the following 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