Scheduled Reports

Back to Reports List Scheduled Reporting enables supervisors to create, schedule, and manage reports for agent performance, interaction evaluations, conversation analytics, and evaluation form summaries. Reports can be generated on demand or on a recurring schedule. Supervisors can configure report-specific filters and optional fields, then deliver reports by email or download them as CSV files from a centralized Reports dashboard. Depending on the report type, exported reports can include:

Interaction details
Evaluation outcomes
Quality metrics
Conversation Intelligence insights
Metric-level evaluation results
Optional fields
Organization-specific custom fields

You can filter reports by evaluation forms, scorecards, channels, queues, agents, contact direction, processing status, duration status, and other supported criteria.

Supported Report Types

Scheduled Reporting supports the following report types:

Reports Tab

The Reports tab displays all generated reports. Users can create new reports, view report details, download report files, edit configurations, manage schedules, and delete reports based on their permissions.

Access Reports

Navigate to Quality AI > Analytics > Reports

> The Quality AI Reporting permission is required to access reports. This permission is enabled by default for App Owners and Supervisors.

Reports Dashboard

The Reports dashboard displays all reports created by or shared with the current user.

Dashboard Tabs

Tab	Description
My Reports	Displays reports created by the current user.
All Reports	Displays all reports available based on user permissions.
Favorites	Displays reports marked as favorites.

Reports Columns List

Column	Description
Name	Displays the report name and its visibility (Public or Private).
Report Type	Displays the report type, such as Agent Performance, Interaction Evaluation, or Evaluation Summary.
Created By	Displays the report owner.
Last Run	Displays the date and time the report was last generated.
Next Run	Displays the next scheduled execution time.
Schedule Toggle	Enables or disables the scheduled execution.
Actions	Provides options to Run, Edit, View History, Clone, Favorite, Change Visibility, or Delete a report.

Search and Bulk Actions

Use the search bar to locate reports by name or report type. To perform bulk actions:

Select one or more reports.
The bulk action menu appears.
Select one of the following actions:
- Bulk Run: Runs the selected reports immediately.
- Delete: Deletes the selected reports.
Confirm the action.

Deleting a report permanently removes the report and all associated data. You can’t undo this action, and the system requires confirmation before proceeding.

Report Configuration

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.
Select Next to proceed.

You must select one report type before proceeding.

All report types follow the same three-step workflow:

General
Configuration
Schedule

General

The General step captures basic report information.

Field	Description
Name	Unique report name.
Description	Description of the report purpose and intended audience.

Select Next to continue.

Configuration

The Configuration step defines the report scope, filters, optional fields, and delivery settings. Available options depend on the selected report type. Data Source Depending on the report type, select one or more Evaluation Forms or Agent Scorecards.

At least one evaluation form or scorecard is required. Reports include only data matching the selected configuration.

Date Range Select the reporting period using: Today, Yesterday, Last 7, 30, or 90 days, and Custom date range. Time Zone Select the timezone used for report data. By default, the report uses the device’s local timezone. Filters Select +Add Filter to add filters and refine report results. Available filters depend on the selected report type. Common filters include:

Filter	Description
Queue	Filters interactions by one or more queues.
Channel	Filters interactions by Voice or Chat.
Agents	Filters data for specific agents.
Agent Groups	Filters by agent groups.
Language	Filters by the configured Quality AI language. Defaults to the application’s default language.
Contact Direction	Filters inbound or outbound interactions.
Duration Status	Filters interactions based on evaluation eligibility.
Processing Status	Filters conversations by processing state.

Report-specific filters are described in the corresponding report documentation.

Optional Fields Optional Fields add additional columns to the exported CSV report. Available fields depend on the report type, selected evaluation forms or scorecards, date range, and available metadata. Changing the date range may affect the available custom fields. Optional fields include standard system fields and custom organization-defined fields. Selected fields are appended as additional columns in the generated CSV export. Email Recipients Enter one or more email addresses in the Send Email to field. At least one recipient with the required permissions is required for scheduled delivery.

Schedule

You can generate reports immediately or on a recurring schedule. Choose one of the following execution methods.

Run on Demand (manual): Generates the report immediately using the current configuration. When Run on Demand is selected: Instant Run is enabled and Scheduling is disabled.
Schedule (automated): Generates reports automatically according to the configured schedule.

Supported Frequencies

Frequency	Description
Hourly	Runs every hour at a specified minute (0–59).
Daily	Runs every day at a specified time.
Weekly	Runs on selected weekdays at a specified time.
Monthly	Runs monthly on a selected day (1–28).
Quarterly	Runs every three months on a selected day (1–31).
Yearly	Runs once each year on a selected month, day, and time.

Additional Schedule Settings Configure the following settings:

Setting	Description
Start Date	Date on which the schedule becomes active.
Time Zone	Time zone used for report execution. Defaults to the device’s local time zone.
Instant Run	Generates the report immediately. Available only for Run on Demand.

Select Save to create or update the report. The generated report appears in My Reports.

Manage Reports

Edit Reports

To edit a report,

Select Edit from the Actions column.
Modify the required fields.
Select Save to activate the changes or reschedule the configuration.

View and Download Report History

From the Actions column, select the three-dot (⋮) menu.
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 downloaded as CSV files. Exported columns vary depending on the selected report type, evaluation form, optional fields, custom fields, processing status, and report configuration.
Reports are available for download in CSV format only, with headers translated to the selected language.

Clone a Report

Select the three-dot (⋮) menu.
Select Clone to create a copy of the report configuration.

Favorite or Unfavorite a Report

Select the three-dot (⋮) menu.
Select Favorite or Unfavorite.
All tagged favorite reports appear in the Favorites tab.

Change Report Visibility

Reports are Public by default.

Select the three-dot (⋮) menu.
Select Switch to Public or Switch to Private.

Switching to Private restricts access to the report creator or specific users.

Private reports are accessible only to the report creator or users/groups explicitly granted access.

Delete Report

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

Select the three-dot (⋮) menu.
Select Delete to remove the report.
Select Confirm.

Deleting a report removes: Report configuration, Schedule, and Report history.

Report Output Format

Reports are exported as CSV files.

File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
Headers: Headers are translated based on the selected report language.

Email Delivery

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

Report Behavior

Reports calculate metrics using evaluated interactions only.

Interaction Type	Behavior
Evaluated	Included in scores, adherence calculations, and aggregates.
Below Threshold	Excluded by default. Include these interactions by using the Duration Status filter.
Manually Evaluated	Always treated as evaluated and included in calculations.

Data Availability Behavior

Partial Data: Reports include all available conversation metadata. Pending and Validation Failed conversations contain only the metadata available when the report is generated because evaluation processing hasn’t completed.
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

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

Role	Create	Edit Own	Edit Public	Delete Own	Delete Public	Schedule	View History
App Owner	✓	✓	✓	✓	✓	✓	✓
Supervisor	✓	✓	✓	✓	✓	✓	✓
User with Quality AI Reporting Permission	✓	✓	✓	✓	✗	✓	✓ (own reports only)
User without Permission	✗	✗	✗	✗	✗	✗	✗

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.

For more information on role-based access control, see Other Modules under the Roles and Permissions.

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References

Supported Report Types

Reports Tab

Access Reports