Scheduled Reporting for Quality AI¶

The Quality AI scheduled reporting feature provides comprehensive data export capabilities, including scheduling, execution, and bulk operation management for AutoQA and Conversation Intelligence insights. This enables QA Managers, Supervisors, and authorized users to generate, schedule, and download detailed reports that cover interaction details, agent performance metrics, and evaluation metric adherence across configurable time periods and organizational filters.

Key Benefits¶

Export comprehensive data for external analysis and business intelligence integration.
Create executive dashboards and meet compliance reporting requirements.
Integrate quality metrics with business intelligence systems.
Automate report generation and delivery with flexible scheduling.
Support multi-language reporting capabilities.
Maintain an audit trail of all report activities.

Access Reports¶

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

Report Dashboard Views¶

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

Report List Columns¶

Name: Displays the unique identifier/title of the report. It shows the visibility status of the report (for example, “Private/Public”), indicating whether the report is private to you or shared with others.
Report Type: Shows Evaluation Form/Interaction Evaluation/Agent Performance (for example, Evaluation Form, Interaction Evaluation, Agent Performance) to show what data or metrics the report covers.
Created By: Shows the report owner or the creator of the report.
Last Run: Shows the most recently executed or generated timestamp of the report.
Next Run: Shows the scheduled run timestamp for the next automatic run of the report if scheduling is enabled. If scheduling is turned off, it shows ”Schedule Disabled”.
Schedule Toggle: Shows the toggle switch to control or enable/disable automation directly from the list (automatic report execution).
- Off (gray toggle): Scheduled execution is disabled.
- On (blue toggle): Scheduled execution is enabled.

Actions: Play (run immediately), Edit, and more options.
- Play Button: Enables you to run or generate the report immediately.
- Edit Button: Enables you to edit the report settings to modify its details (parameters).
- Ellipsis (Vertical)/Button: Click the vertical Ellipsis button to open a menu with additional actions, such as duplicate, share, delete, export, or view history.
- History: Shows a chronological log of all report executions (generation history) including:
  - Successful generations (downloadable CSVfiles).
  - Failed attempts with error details.
  - Audit trail entries.
  - CSVfilename format: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
- Clone/Duplicate: Allows you to create a copy of the report to use as a template for new requirements or for use across different teams or projects, without affecting the original report.
- Add/Remove Favorite: Enables you to tag the selected report as a favorite (or unfavorite) for quick access and critical monitoring purposes.
- Switch to Public/Private: Enables you to control the report’s accessibility to specific groups or individuals across the organization by toggling its status between public and private.
  - Private Report Access: Only accessible to the report creator; only the creator can modify or delete schedules.
  - Public Report Access: Accessible to all users with Quality AI Reporting permission; any authorized user can modify.
- Delete: Allows you to remove outdated report configurations and associated metadata to comply with data retention policies.

Tabs/Views¶

My Reports: Enables you to view and manage all the reports that you have created or assigned to the current user (currently active). This provides quick access to each report, along with tools (Play) to run, edit, or schedule them.
All Reports: Shows all reports accessible within the organization or those available organization-wide based on permissions.
Favorite: Filtered view displaying only reports marked as favorites by the user.

Search and Filter¶

Search Bar: Allows searching reports by name, type, or other attributes.
Bulk Operations: Select multiple reports using checkboxes.
- Bulk Run: Executes all selected reports immediately or simultaneously.
- Bulk Delete: Removes all selected reports (requires confirmation).

Create New Report¶

Navigate to Quality AI > Analytics > Reports > + New Report.
Click + New Report to initiate the report creation workflow.
Choose a type of report from the following that you want to create.
- Evaluation Form Summary Report
- Agent Performance Report
- Interaction Evaluations And Conversation Analytics Report
Select the Evaluation Form Summary Report to evaluate quality adherence metrics.

Note

The user must select a report type before proceeding to General Configuration.

Interaction Evaluations & Conversation Analytics¶

Comprehensive conversation data export with mandatory evaluation form selection and customizable field inclusion.

General¶

Captures the basic report metadata and identification information.

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

Configuration¶

The Configuration tab displays different fields based on the selected report type. It defines report-specific parameters, including data sources, time ranges, filters, and scope.

Select an Evaluation Form to determine which interactions are included based on evaluation form assignments (must select at least one evaluation form).
Select a Date or a date range for report generation.
- Standard Ranges: Today, Yesterday, Last 7 days, Last 30 days, Last 90 days, and so on.
- Custom Range: Select specific start and end dates.
Select a standard Time Zone (device local Time Zone) to match the reporting accuracy.
Select the required Filter types that you need to apply:
- Channel
- Queue
- Language
- Agents
Add a value against the selected filter.
- Channel
  - Select Channel to set the value to Chat or Voice.
- Language
  - Select a Language that is configured for Quality AI.
  - Defaults to the application's default language.
  - Affects:
    - CSV header translations.
    - Email notification language.
    - Error messages and system notifications.
Click +Add Filter to add more.
Add the aggregated metrics in the Optional Fields if required.
Enter email addresses to send automated reports in the selected language.
Click Next to proceed.

Schedule¶

Allows authorized users to automate report generation repeatedly, ensuring timely delivery without manual effort.

Choose Run on Demand or Schedule to automate report generation.
- Run on Demand: Select this to generate the report manually when needed.
- Schedule: Select this to automate recurring report generation and delivery based on the chosen frequency and settings.
Define how often to generate the report. Choose one of the following frequency options:
- Hourly: Generate the report every hour at the specified minute (0-59).
- Daily: Generates the report once a day at the specified hour and minute.
- Weekly: Generates the report once a week on the selected day, hour, and minute.
- Monthly: Generates the report on the chosen day of each month at the specified hour and minute.
- Quarterly: Generates the reports once per quarter, based on the selected month and date.
- Yearly: Generates the report once a year on the selected month and date at the specified time.
  - Start Date: Select when the first report should run (subsequent reports follow the chosen frequency).
  - Timezone: Select the timezone for scheduling and timestamps. Defaults to your device’s local timezone (for example, Asia/Kolkata).
  Note
  
  Enables you to generate the summary report and email the CSVto authorized users based on the configured filters and evaluation forms.
Click Save to confirm your schedule. The system starts generating reports automatically based on your settings.

Agent Performance Report Configuration¶

Export performance scorecard data with agent-level metrics.

Mandatory Configuration:

Agent Scorecard Selection: Select one “Agent Scorecard" or "Scorecard” to determine which performance metrics and agents to include. The Agent Attributes option allows the inclusion of custom agent metadata fields.

Note

Only agents with assigned scorecards will appear in the report.
Date Range: Select a date or date range from the calendar.
Time Zone: Select a time zone that ensures accurate timestamp alignment for reporting accuracy.
Filter Selection: Select the required Filter types to segment summary data by organizational dimensions.
- Available filter types**: Queues, Channel, Language, Agents, Agent Groups.
Optional Fields: Add the aggregated metrics in the Optional Fields if required.
Send Email to: Enter at least one recipient email address.

Evaluation Form Summary Report Configuration¶

Export evaluation metric adherence data with aggregated compliance statistics.