Reports
Schedule recurring exports of analytics, sessions, and survey data
A report is a scheduled, recurring email of platform data sent to a list of recipients. Three types are available: Analytics for dashboard snapshots, Sessions for conversation exports, and Surveys for response data. The platform emails the file every week or month.
Navigate to Observatory > Reports to create and manage report groups across your Workspace.
How Reports Work
Each report is a saved configuration that produces a file on a schedule. The type you pick decides what kind of data the report covers. Agents and filters narrow that data, the frequency sets how often it goes out, and the recipient list decides who gets it.
Once a report is enabled, it runs on its schedule and emails the result to everyone on the recipient list. You can pause delivery without losing the configuration, or use Run now to trigger an off-schedule delivery.
Each report type covers a different kind of data and pairs with a different audience:
Manual download: Each report type automates a download you can already export from other pages in the platform.
Creating a Report
All report types share the same setup, with the data-narrowing step tailored to the type you pick. Select Add Report to to start a new report group.
Narrow the Data
How you narrow the data depends on the report type.
Pick which Analytics tabs end up in the PDF. Select All Sections for every tab, or pick individual sections like Summary, LiveChat, or CSAT.
Filter by workflow tag or by the event toggles like user feedback, LiveChat, or user interaction. Leave both empty to include every session for the agents and period.
Pick the survey workflow whose responses you want, and the separator for the CSV file: comma, semicolon, or tab.
Running Reports
Once enabled, a report runs automatically on its weekly or monthly schedule. Two manual controls let you pause it or trigger an off-schedule run.
Run now is the fastest way to validate a new report's configuration. Send a one-off to yourself first, confirm the contents are what you expect, then add the wider recipient list.
Managing Reports
The Reports table lists every report group in your Workspace as a single row. Each row shows the type, recipients, frequency, and current status so you can scan the state of every delivery at a glance.
Two row actions modify the report itself:
Use Edit to change any field of the configuration: type, agents, narrowing, frequency, or recipients.
Use Delete to remove the report group entirely. A confirmation prompt prevents accidents.
Best Practices
Match the type to the audience: Analytics for stakeholders who want a visual snapshot, Sessions for analysts who want raw conversations, Surveys for business owners who own the questions
Validate with Run now first: Trigger a delivery to yourself before adding the wider recipient list, so you catch empty sections or wrong filters early
Pause instead of deleting: Toggle the Status switch off when a report is temporarily unneeded. The configuration is preserved and can resume in one click.
You can now schedule Analytics dashboards, Sessions exports, and Surveys reports to land in stakeholders' inboxes without manual work.
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