Report Tools Overview

Report Subscriptions

Report subscriptions allow you to pre-schedule specific reports and provide the results to multiple users. They are managed from the Report Subscriptions page in inContact WFO.

You must have specific permissions to create and manage report subscriptions. In addition, you can only create subscriptions for reports to which you have permissions. If you need to work with report subscriptions and are unable to do so, contact your inContact WFO administrator.

Report subscriptions use SQL Server Reporting Services (SSRS) and may be limited or unavailable if SQL Express is used in your installation.

Subscription Delivery

Report subscriptions are fulfilled via email. inContact WFO sends the report directly to one or more recipients. The email subject is automatically completed with the report name and the time it was run, but you can customize this if desired. You can also choose the priority at which the email is sent, and include comments for the body of the email. Reports are sent as email attachments.

The inContact WFO deployment team configures an email account for the SQL Report Server to use during the installation process.

Shared Schedules

Shared schedules can be used to execute multiple reports using the same schedule parameters. This can save time when you would otherwise have to configure the same schedule settings for several reports.

Shared schedules can also be useful if you have report subscriptions that are only needed occasionally. For example, you may have a group of reports that are run weekly for each new agent class, but only for their first 90 days. You can create a shared schedule to run these reports and then pause the schedule until the reports are needed again for a new class. Schedules created within a report subscription cannot be paused. inContact WFO does not automatically notify recipients when a shared schedule (and thus a report subscription) is paused.

Shared schedules cannot be paused if they are in used by a process (in other words, you cannot pause a schedule while a subscription that uses it is executing).

Deleting a shared schedule causes those schedule settings to be individually reassigned to report subscriptions that use the schedule.

Because shared schedules are related to report subscriptions, you must have report subscription permissions to use this feature. If you need to work with shared schedules and are unable to do so, contact your inContact WFO administrator.

Report Library

In essence, each report is a combination of a report layout and the criteria used to generate the report. When users configure a printable report, they are given the option to save associated criteria as either public or private.

You can access these saved criteria sets in two ways: from the report itself (see Printable Reports Overview or from the Report Library. You can generate a report using saved criteria from either, but you can only delete saved criteria sets from the Report Library.

The Report Library contains only saved criteria sets associated with printable reports. The list displays the sets by the name of the saved criteria set, not the name of the associated report. Therefore, best practice when saving criteria sets is to include the name of the report along with an identifier for the criteria (for example, Agent Call Summary: Incoming).

The Report Library shows you any public criteria as well as any private criteria that you personally have saved.

Related Themes

Printable Reports Overview
Ad Hoc Reports Overview