Scheduled Reports 263
Scheduled Reports
You use Scheduled Reports to automate the generation of voice, email/SMS, chat, fax, multimedia, Workforce
Scheduling, and Intelligent Queue reports. You can restrict user access to any or all of the reports with
advanced security roles. See “Creating and applying security roles” on page173.
SMS reports are handled as email reports in Version 5.7 SP1. To differentiate SMS contacts from email
contacts in reports, we recommend you configure a queue to handle only SMS contacts and run email reports
on that queue only.
NOTE:
• Any email statistics in reports run on SMS only queues pertain to SMS contacts
• Any email statistics in Agent reports pertain to SMS contacts if the agent(s) are handling SMS
contacts.

Scheduled reports options

To create a scheduled report you must complete the following options on the properties and distribution tabs.
• Schedule name is a user defined name to describe the contents of the schedule.
• Schedule will run specifies how often the report will be generated.
• At defines when the scheduled report will be generated.
• Reports time span defines the dates of the report activity to appear in the report.
• Output language specifies the language used in the report tables and charts.
• Email the report to defines the Email contact group to which you are sending the report.
• Print the report indicates that the scheduled report will be printed every time it is generated.

Generating scheduled reports

NOTE:
• Ensure Contact Center Client is running before you generate a report or execute a report schedule,
otherwise the report or the schedule will fail.
• You can generate reports on licensed employees only. The number of employees you license in
YourSite Configuration must be consistent with your software license.
To generate a scheduled report, you must follow these steps:
1. Create a report schedule.
2. Add reports to the schedule.

Creating report schedules

NOTE: If you select printing and mailing options, Reporting Service prints and emails all of the reports
included in the schedule on the date the system generates the reports.
You can create schedules for Contact Center Management Reports, Contact Center Management Individual
Reports, and Workforce Scheduling Schedules.
Using Contact Center Management Reports schedules, you can
• Generate reports on all contact center devices.
• Distribute reports to yourself and to a contact, a contact group, or a specific email address.
Using Contact Center Management User reports schedules, you can
• Generate reports on agents and employees.
• Distribute reports automatically to yourself and to the individuals within the agent groups, employee
groups, and/or teams you select.