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Scheduled Reporting

The Quality AI scheduled reporting 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).
    Reports Access

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

Reports Dashboard

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 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 enable or disable automation directly from the list.

Off (gray): Scheduled execution is disabled.
On (blue): Scheduled execution is enabled.
Actions - Play/Run (Run icon): Enables you to run or generate the report immediately.
- Edit (Run icon): Enables you to edit the report settings to modify its details (parameters).
- Menu Option (Run icon): 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.
Reports List Column

Bulk Actions (Search and Filter)

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

  • Search Bar: Allows searching reports by name, type, or other attributes.

  • Bulk Operations: Allows you to search, filter and select reports in bulk for batch actions.

To run the bulk reports,

  1. Select multiple reports using checkboxes.

  2. The Bulk Run action menu appears on the top-left of the Reports page.
    Bulk Reports

  3. Click 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 using a sample report. The same process applies to all three report types.

Creating New Report

Steps to create a new report,

  1. Navigate to Quality AI > Analytics > Reports > + New Report.

  2. Click + New Report.
    New Report

  3. A new report page appears, displaying a list of available report types to create a new report.

Report Type Selection

When generating a new report, you can choose from three preconfigured report types:

  1. Select Agent Performance Report (or any other report type).
    Reports

  2. Click Next to proceed.

    Note

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

Sample Report: Generation of an Agent Performance Report

The following steps demonstrate the three-step configuration process.

General Configuration

Captures the basic report metadata and identification information.

Required Fields:

  1. Enter a unique identifier Name for the report.

  2. Enter a meaningful Description explaining the report's purpose and intended audience.

  3. Click Next to proceed.
    Sample Agent Performance Report

Configuration (Date Source Selection)

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

  1. 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.

    • Only interactions evaluated with selected forms or scorecards are included. Sample Agent Performance Configuration Report

      Note

      • You must select at least one evaluation form/scorecard while configuring a report (mandatory).

      • Only agents with assigned scorecards appear in the report.

  2. Select a Date or a date range for report generation.

    • Standard Ranges: Today, Yesterday, Last 7 days, Last 30 days, Last 90 days.

    • Custom Range: Select specific start and end dates.

  3. Select a standard TimeZone (device local Time Zone) to match the reporting accuracy.

  4. Choose the necessary Filter, such as Channel, Queue, Language, Agents, and set their corresponding values.

Configure Filters and Fields

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

  1. Click +Add Filter to add more, and add a value against the selected filter.

  2. 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.
        Queues

    • Channel

      • Select the Channel to set the value (Chat or Voice).
        Channel

    • Agents

      • Select the Agents for agent-level performance tracking and evaluation.
        Agents

    • Agent Groups

      • Select the Agent Groups to define the group or team of agents to include in the report. Agent Groups

    • Language

      • Select a Language that is configured for Quality AI.
      • Defaults to the application's default language. Language

  3. Select the required Optional Fields.
    Optional Fields

  4. Enter recipient addresses in Send Email to send the automated reports in the selected language. At least one recipient email address is required.
    Send Email to

  5. Click Delete to remove the selected filter.

  6. Click Next to proceed.

Schedule Configuration

Allows authorized users to automate report generation with minimal manual effort.

  1. 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.
        Execution Method

    • Schedule:

      • Select schedule for automated recurring generation.

      • Modify the schedule based on the chosen frequency.

Schedule Frequencies

  1. For scheduled reports, specify the frequency of report generation:

    • Hourly

      • Specify minutes of each hour (0-59).
      • The report is generated 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 report is generated 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 report is generated once per year.
        Schedule Frequency

  2. Specify the Additional Settings.

    • Start Date: Select when the schedule should begin.

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

  3. Click Instant Run.

    • Manually, you can generate the report immediately.

    • Automatically, the system runs the report based on a pre-set schedule.
      Pre-set Schedule

  4. Click Save to confirm and activate the schedule.
    Activate Schedule

The report is saved and appears in the My Reports - 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:

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,

  • Click the Edit button to modify the report settings.

  • Modify the Name and Description.

  • Modify the Evaluation Form, Date, Timezone, Filter, Optional Fields, and Send Email to addresses.

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

  • Click Save to activate the changes or reschedule the configuration.

Additional Actions

Click 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:

  1. Navigate to the Reports > Actions column.

  2. Click the vertical Ellipses (⋮) button.

  3. Select the History to view the last 5 runs of the reports.
    History

  4. Click the Download button to download the report in CSV format.
    History Report

  5. 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,

  1. Navigate to the Reports > Actions column.

  2. Click the vertical Ellipses (⋮) button.

  3. Select Clone to create a copy of the report.
    Clone Report

  4. A successful message appears when cloned.
    Clone Report Status

Favorite/Unfavorite a Report

Enables quick access to frequently used reports.

To mark a report favorite/unfavorite,

  1. Navigate to the Reports > Actions column.

  2. Click the vertical Ellipses (⋮) button.

  3. Select Favorite/Unfavorite to create a copy of the report. A successful message appears when marked as favorite/unfavorite.
    Favorite Report

  4. All the tagged favorite reports appear in the Favorites tab. Favorite Report Status

Switch to Public (Accessibility)

This allows you to 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:

  1. Click the Ellipsis (⋮) button under Actions to revise the access for the report.

  2. Click Switch to Public. The Public report is accessible to everyone.
    Accessibility Report

  3. Click 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,

  1. Navigate to the Reports > Actions column.

  2. Click the vertical Ellipses (⋮)button.

  3. Select Delete to remove the report.
    Delete Report

  4. Click Confirm. A successful message appears when the selected reports are deleted.

How to View and Download a Report

  1. On the Reports tab, navigate to the Actions column.

  2. Click the vertical Ellipsis (⋮)button.

  3. Select History to view all generated reports.

  4. Click Download to save and view the required reports in CSV format.
    Download Report

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
    View and Download Report

Note

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

All scheduled reports are delivered via email following this standardized format:
Email Format

Data Availability Handling

Partial Data Scenarios

  • 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 generated with header rows intact.

  • The email clearly indicates that no data matches the criteria.

  • Suggestions provided 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 ✓ ✓ ✓ ✓ ✓ ✓ ✓
Supervisor ✓ ✓ ✓ ✓ ✓ ✓ ✓
User with "Quality AI Reporting" Permission ✓ ✓ ✓ ✓ ✗ ✓ ✓ (own reports only)
User without Permission ✗ ✗ ✗ ✗ ✗ ✗ ✗

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