Schedule a Report

Important

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You can schedule a report to run automatically at specified times or in response to specific events. The results are automatically sent via email to the recipients.

The type of report schedule is indicated in the Schedule column.

• Deactivated - The report is not scheduled to run.
• Time Based - The report runs automatically at specific times.
• Event Based - The report runs automatically when specific events are detected.

Important

You can only create or modify the report schedules for the reports you created.

The report scheduling feature enables you to:

• Create a report schedule for a specific report
• Create a report schedule for a group of reports
• Send the report to specific recipients
• Schedule a report to run when an event is detected
• Deactivate a report schedule

Create a report schedule for a specific report

1. Select Reports > Saved Reports.
2. Select the report you want to run according to a specific schedule.
3. Click the Schedule icon .
4. Click Active and select the Schedule tab.
5. From the Schedule Type list select Time Based.
6. From the Date Range fields select the start and end of the schedule.
7. Select the period of time for the scheduled report. For example, if you want to run the report every weekday, select week. If you want to run the report on specific days select Day and then the specific days. The parameters that appear on the right side of the window change according to your time period selection
8. Select the Recipient tab and configure the available parameters.
9. Click Schedule. The report is scheduled to automatically run according to the settings you configured.

Create a report schedule for a group of reports

1. Select Reports > Saved Reports.
2. Select the group of reports you want to run according to a specific schedule.
3. Click the Schedule icon .
4. Click Active and select the Schedule tab.
5. From the Schedule Type list select Time Based.
6. From the Date Range fields select the start and end of the schedule.
7. Select the period of time for the scheduled report. For example, if you want to run the report every weekday, select week. If you want to run the report on specific days, select Day and then the specific days. The parameters that appear on the right side of the window change according to the selected time period.
8. Select the Recipient tab and configure the available parameters.
9. Click Schedule. The report is scheduled to automatically run according to the settings you configured.

Send the report to specific recipients

Regardless of the schedule type selected, you must specify one or more recipients for the report.

1. Select Reports > Saved Reports.
2. Select the group of reports you want to run according to a specific schedule.
3. Click the Schedule icon .
4. Select the Recipients tab and configure the fields as follows:
   • To - The email addresses of the report recipients. Separate multiple addresses with semi-colons (;).
   • Reply To - The sender's address.
   • Subject - The text that should appear in the subject line of the email.
   • Report Format - Select Web archive to create the results in an MHT file that can be opened in Internet Explorer. Or, select PDF to create the results in a PDF file.
Important
If the Schedule Report does not produce expected results refer to the Configuring the Reporting Services in the Administration Guide.
5. Priority - Select the desired priority level for the email message.
6. Click Schedule. The reports are scheduled as specified in the Schedule tab and the recipients are set as specified in the Recipients tab.

Schedule a report to run when an event is detected

Event-based scheduling enables you to keep track of potentially significant trends. It also enables you to be alerted when significant changes in agent or customer behavior occur. In this context, the term event does not refer to an individual occurrence of an event, but to a specified number or percentage of interactions in which the event was detected. For example, the detection of caller agitation in more than 10% of interactions could be an event that causes a report to be generated

1. Select Reports > Saved Reports.
2. Select the report(s) you want to schedule.
3. Click the Schedule icon .
4. At the top of the scheduling dialog box, select Active.
5. From the ScheduleType list select EventBased. The fields required to configure the schedule are displayed
6. In the Condition line, under Categories select the categories that must be identified in the interactions. For additional information, see Search Filter
7. In the next field, select one of the following:
   • Exceeds (>) - Run the selected reports when the selected categories are identified in more than a specified number or percentage of interactions.
   • Equals (=) - Run the selected reports when the selected categories are identified in a specified number or percentage of interactions.
   • Drops Below (<) - Run the selected reports when the selected categories are identified in fewer than a specified number or percentage of interactions.
8. Under Values, fill in the number or percentage of interactions.
9. In the next field, select Interactions if the value refers to a number of interactions or % of interactions if the value refers to a percentage of interactions
10. Under Duration, fill in the number of time periods (of the unit specified in the next field) in which the condition must be met. For example, type 2 if the condition must be met within a 2-day period and select Days in the next field.
11. Select the unit of time for the duration value you entered in the previous field.
12. Configure the Recipients tab and save the settings.

Deactivate a report schedule

1. Select Reports > Saved Reports.
2. Select the report(s) for which you want to deactivate the schedule.
3. Click the Schedule icon .
4. At the top of the scheduling dialog box, clear the Active check box.
Important
If you selected a group of saved reports before you opened the Scheduling window, the Active check box is not selected.
5. Click the Schedule checkbox