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Administrator Knowledge Base
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Administrator Knowledge Base

Administrator Portal and Setup

  • Quick Setup Guide
  • Setup Guides and Templates
  • Privileges summary
  • Horizon Contact AWS migration guide
  • Administrator Portal Overview
  • Full Setup Guide
    • Setup 1: Setting up agents
    • Setup 2: Preparing assets
    • Setup 3: Assigning user groups
    • Setup 4: Creating queues
    • Setup 5: Multiple groups
    • Setup 6: Queue Numbers
    • Setup 7: Adding audio files
    • Setup 8: Customising queue recordings
    • Setup 9: Customising agent recordings
    • Setup 10: Queue KPIs
    • Setup 11: Advanced setup
    • Setup 12: Queue Announcements
    • Setup 13: Callback setup
    • Setup 14: Customising time ranges
  • Administrator Information
    • What I can see on my screen after I log in
    • Change password
    • Change Language
    • Searching a list
    • Searching a dropdown list of items
  • Contact Recording Guides
    • How call recording works
    • Introduction to Agent and Queue Call Recording
    • Introduction to Webchat Recording
    • Call recording scenarios

Staff Management

  • Status data report
  • Users
    • Resetting user passwords
    • Modifying an existing user account
    • Viewing agent contact details
    • Setting the IVR PIN
    • Configuring recording for a user
    • Viewing agent capability
  • Groups
    • User groups
    • Creating and adding a user group
    • Editing or deleting a user group
    • Copying a user group
  • Roles
    • Roles, privileges and profiles
    • Best practice when creating different versions of a role
    • Managing roles
    • Assigning and Customising Roles and Privileges
  • Break Reasons
    • Managing break reasons
    • Break reasons overview
  • Holiday Lists
    • Create a holiday list
    • Manage Holiday Lists
  • Time Ranges
    • Managing time ranges
    • Creating and adding a time range
    • Defining rules for a relative time range
    • Defining rules for an absolute time range
    • Editing or deleting a time range
    • Copying a time range
  • External Destinations
    • Managing external destinations
    • External destinations
    • Recording External Destination Calls

Calls Management

  • Simultaneous ringing overview
  • Scheduling a call
  • Direct calls overview
  • Call data reports
  • Call Flows
    • Call routing flows
    • Modify user-configurable parameters for call flows
    • Call Flow Tutorial
    • Setting up an auto attendant for BC/DR Treatments
    • Call Flow Templates
      • Call Flow Tips and Tricks
      • Call Flow Templates
      • Call Flow Template 1
      • Call Flow Template 2
      • Call Flow Template 3
      • Call Flow Template 4
  • Service Numbers
    • Managing service numbers
    • Update a service numbers call flow or user-configurable parameters
    • Update an existing service number
  • Campaigns
    • Viewing campaign progress
    • Importing lists of campaign numbers
    • Create an outbound campaign
    • Managing outbound campaigns
    • Managing campaign numbers
    • How do campaigns work?
  • Queues
    • Call queue introduction
    • Create a call queue
    • Managing call queues
    • Assigning agent groups to a call queue
    • Configuring agent outbound dialling
    • Configuring wrapup settings
    • Adding queue audio
    • Managing in-queue audio
    • Defining when in-queue announcements are played
    • Configuring opt in/out options for caller recording
    • Customising agent call recording buttons
    • Configuring call recording for queues
    • Defining call-queue KPIs
    • Configuring advanced settings for a call queue
    • Configuring callbacks for a queue
    • Configuring callback slots for a queue
  • Playbooks
    • Managing play books
  • Audio Files
    • Managing audio files
    • System audio files
    • Adding audio announcements
    • Text-to-speech overview
    • Uploading Audio Files
    • Generate text-to-speech audio
  • Area Codes
    • Create an area-code group
    • Managing an area-code group
    • Importing and exporting area-code numbers
  • Number Lists
    • Managing number lists
    • Importing number lists
  • Global Variables
    • Managing global variables
  • Surveys
    • Managing after-call surveys
    • How after-call surveys are handled
    • Configuring survey parameters
  • Call Slots
    • Managing call slots
    • Callback slot announcements
    • What are call slots?
    • What are callbacks?

Flow Management

  • Introduction to Routing Flows and the Flow Editor
  • Benefits of Routing flows
  • Managing Routing Flows
    • Introduction to Node types
    • Node Parameter Values
    • Create and publish a new routing flow
    • Making nodes available from the Node Type library
    • Configuring nodes in a routing flow
    • Configuring variables in a routing flow
    • Adding user-configurable values
    • User-configurable parameter options
    • Additional flow editor functionality
    • Managing existing routing flows
    • Importing or Exporting a routing flow
    • Routing Flow Templates
  • Standard Node Types
    • Caller interaction node types
    • Branching node types
    • Queue node types
    • Email node types
    • Company configuration node types
    • HTTP node types
    • External destination node types
    • Call delivery and routing node types
    • Outdial node types
    • Webchat node types
    • Miscellaneous node types

Webchat Management

  • Webchat overview
  • How the web-client interface works
  • Managing Webchat services
  • Webchat data reports
  • Classifying a webchat
  • Webchat Queues
    • Configuring advanced settings for a chat queue
    • Creating and managing a webchat queue
    • Defining chat-queue KPIs
    • Defining when in-queue announcements are displayed
    • Webchat queues overview
    • Assigning agent assets to a webchat queue
  • Webchat Flows
    • Managing Webchat flows
    • Modify user-configurable parameters for Webchat flows
    • Webchat flow templates
      • Chat flow templates
      • Chat Flow Template 1
      • Chat Flow Template 2
      • Chat Flow Template 3
      • Chat Flow Template 4

Email Management

  • Email overview
  • Email data reports
  • Supporting a shared email address
  • Settings required for adhoc outbound email
  • Classifying an email
  • Email Servers
    • Email Server recommended settings
    • Email Server Setup Guide
    • Viewing the default system email server
    • Viewing the email servers’ status
    • How email servers and authentication work
    • Managing email servers
    • Email Server Setup Guide
      • Email 1: Setting up users for email
      • Email 2: Setting up groups for email
      • Email 3: Creating text blocks for email
      • Email 4: Preparing assets for email
      • Email 5: Creating email classifications
      • Email 6: Creating email queues
      • Email 8: Email server settings
      • Email 7: Email Flow Templates
  • Email Flows
    • Managing email flows
    • Modify user-configurable parameters for email flows
    • Email Flow Templates
      • Email Flow Template 1
      • Email Flow Template 2
      • Email Flow Template 3
  • Email Queues
    • Email queues overview
    • Creating and managing an email queue
    • Defining email-queue KPIs
    • Configuring advanced settings for an email queue
    • Assigning agent assets to an email queue

SMS Management

  • SMS overview
  • Configuring SMS Templates
  • Configuring SMS From Addresses
  • Create an SMS queue
  • Configuring automated SMS
  • Managing SMS queues
  • Outbound SMS data reports

Safe-Pay Management

  • The cardholder’s view
  • How Safe-Pay works
  • Merchant Configuration
  • Configure Payment Queues
  • PSP Configuration
  • PSP – Link Delivery
  • Editing or deleting a payment queue
  • Configuring Safe-Pay
  • PSP – Additional Parameters
  • PSP – Advanced Limits
  • PSP – Digital Wallets for Stripe PSP Configuration
  • Safe-Pay data reports

Agent Assets Management

  • Agent scripts overview
  • Configuring agent scripts
  • Configuring agent script sections
  • Configuring text blocks
  • Managing text blocks
  • Managing attachments

Data Management

  • Reports
    • Introduction to Reports
    • Data Reports
      • Create and Export a Data Report
      • Edit Data Reports
      • Auto-generate Data Reports
      • Data Reports – Data Source and Aggregation options
      • Data Report Types
        • Call Data Reports
          • Service Number Report
          • Queue Report
          • Agent Report
          • IVR Report
          • Call Classifications Report
          • Call Transfers Report
          • Queue Transfers Report
          • Voicemail Report
          • Callers Report
          • Call Flow Report
          • Calls Report
          • External Destination Report
          • Scheduled Calls Report
          • Unreturned Missed Calls Report
          • Dropped Calls Report
          • Generate a Queue Abandoned Calls Report
          • Generate a Queue Service Level Report
          • Call Trace Reports
        • Status Data Reports
          • Working Hours Report
          • Break Reasons Report
        • Diagnostic Reports
          • Activity Audit Report
          • Status Change Report
        • Email Data Reports
          • Email Agent Report
          • Email Queue Report
          • Email Flow Report
          • Email Classifications Report
          • Inbound Emails Report
          • Outbound Email Agent Report
          • Outbound Email Template Report
          • Outbound Email Recipient Report
        • Webchat Data Reports
          • Webchat Queue Report
          • Webchat Flow Report
          • Webchat Agent Report
        • Outbound SMS Data Reports
          • Recipient Report
          • Outbound SMS Agent Report
          • Outbound SMS Template Report
        • Safe-Pay Data Reports
          • Contact Safe-Pay Payments Report
          • Contact Safe-Pay Agent Report
    • Contact Reports
      • Create and Export Contact Reports
      • Edit Contact Reports
      • Auto-generate Contact Reports
      • Contact Report Types
        • Survey data
        • Agent scripts data
  • Wallboards
    • Managing wallboards
    • Customising a wallboard
    • Wallboards overview
    • Filtering the Agents Overview widget
    • Filtering wallboard widgets
    • Filtering the call queues for Company Summary widgets
  • Classifications
    • Managing classifications
    • Classifications Overview

Customer-related tasks

  • CRM overview
  • Creating a new contact record
  • View a customer’s contact record
  • Modifying a customer’s details
  • Bulk Deletion of CRM Records
  • Deleting webchat conversations from customer contact records
  • Importing customer details
  • Exporting customer details
  • Configuring custom fields and tags
  • Assigning tags to a customer record
  • Managing columns

CRM Integration

  • Contact CRM Integration Developer Guide
  • Salesforce Integration
    • Introduction to Salesforce integration
    • Salesforce Integration procedure
  • CareConnect 2.0 Integration
    • Introducing CareConnect 2.0
    • Download CareConnect 2.0
  • Zendesk Integration
    • Zendesk Integration procedure
    • Using Contact with Zendesk
  • CareConnect Integration
    • Contact CareConnect Integration procedure
    • Using CareConnect
  • ConConnect Integration
    • Introduction to ConConnect
    • ConConnect Integration procedure
    • Configuring ConConnect
  • Microsoft Dynamics Integration
    • Introduction to Microsoft Dynamics Integration
    • Microsoft Dynamics integration procedure

System Management

  • Displaying the online help
  • Run Contact via Microsoft Edge
  • SFTP Destinations
    • Configuring an SFTP destination
  • Reporting destinations
    • Add Reporting Destinations
    • Managing Reporting Destinations
  • Themes
    • Managing system themes
  • Media Files
    • Managing media files
  • Agent Configuration
    • Configuring agents’ unavailability
    • Configuring what agents can view on their web portal
  • Email Editor Options
    • Configuring email editor options
  • Assets Configuration
    • Configuring system assets
  • Channel Configuration
    • Channel blending
    • Configuring system channels
    • Changing the blending formula of channels
    • Changing the importance weighting of a channel queue
    • Changing Agent Capacities
  • Organisation Configuration
    • Configuring ODS codes for automated NHSE reporting

Troubleshooting

  • How to prevent Contact users from going unavailable when the browser tab sleeps
  • Capturing intermittent faults using Bug Tracking
  • WebRTC Diagnostics Overview
  • Understanding WebRTC diagnostic tests
  • Home
  • Docs
  • Data Management
  • Reports
  • Data Reports
  • Auto-generate Data Reports
View Categories

Auto-generate Data Reports

Once a data report has been created it’s possible to configure the report to be generated automatically at scheduled internals. The report can then be transferred to an external destination via SFTP and/or sent to an email address.

Schedule data report generation: #

To schedule a data report to be automatically generated and shared it first must have been created. For help creating data reports please refer to Create a data report.

Generate Automatically #

  • 1. In Reports Configuration select the relevant report and tick Generate Automatically
  • 2. Configure the details for how the report should be generated
  • 3. If required select an SFTP destination from the dropdown list
  • 4. Click Save Changes (or tick Enable Email)
  1. Navigate to Data → Reports Configuration
  2. Select the relevant report in the list
  3. Tick the Generate Automatically check box
  4. For Start Date, specify the first date on which the report should be generated automatically by doing one of the following:
    • Enter the date in the format DD/MM/YYYY
    • Click in the field and select the date from a calendar
  5. For Sending Time, specify (in hours and minutes) how regularly the report should be sent
  6. For Generation Interval, specify how regularly the report should be generated
  7. For File Name Format, specify the format of the report filename: <element>_<element>
    • Where <element>_<element> are a list of (up to four) elements used to identify the report to a recipient when a scheduled report is automatically sent out as an email
  8. To transfer auto-generated reports to an external platform via Secure FTP (SFTP), select the SFTP Destination from the dropdown list
  9. If required Enable Email (see below)
  10. Click Save Changes

The automatic report generation will be configured. You should receive the report to SFTP on the start date specified.

Enable Email #

If required you can enable email which will send the report to the specified email addresses.

  • 1. Configure Generate Automatically and then tick Enable Email
  • 2. Enter an email address into the input field and press enter on your keyboard
  • 3. Its possible to add multiple email addresses
  • 4. Click Save Changes
  1. Tick the Enable Email checkbox
  2. Enter the Email Addresses to which auto-generated reports should be sent
  3. Click Enter on your keyboard to add the address
  4. Enter multiple email addresses if required
  5. Click Save Changes

The automatic report generation will be configured with email notifications enabled.

Note: The time range over which statistics are reported is fixed according to the settings configured when the report was created.

Remove Report Auto-generation #

If you no longer wish to have a report auto-generated and shared to an external destination or email simply disable the options on the selected report.

Useful Information #

File Name Format

The file name format is generated by defining a list of up to four elements that can be used to identify the report to a recipient. Each element must be enclosed in a < > angle bracket and be separated by an underscore. For example, <report name>_<timestamp-generated>.

The following elements can be used:

  • <report-name> – the title of the file
  • <timestamp-generated> – the date and time when the report was generated, in the format YYYY-MM-DD_HH-MM-SS
  • <from-date> – the start date that the generated report was filtered on, in the format: YYYY-MM-DD
  • <to-date> – the end date that the generated report was filtered on, in the format: YYYY-MM-DD

The default format is: <report-name>_<timestamp-generated>_<from-date>_<to-date> which might generate a filename such as: Call_flow_report_2022-07-31_14-30-00_2022-06-11_2022-06-15.csv

Limitations with email size

For certain report sub types, the report data that can be included in each email attachment is limited to 10Mbytes. If the report size is greater than 10Mbytes, the report data in the attachment will be truncated and the recipient will be notified (via email) that the previous scheduled report did not contain the full data set.

To receive the full report data, change the parameters for the report configuration (for example, the date range) to reduce the data size.

This effects the following report sub types:

  • Calls Report
  • Scheduled Calls Report
  • Unreturned Missed Calls Report
  • Inbound Email Report
  • Outbound Email Recipent Report
  • Status Change Report
  • Activity Audit Report
  • SMS Recipient Report

How did you find this training?
Edit Data ReportsData Reports – Data Source and Aggregation options
Table of Contents
  • Schedule data report generation:
    • Generate Automatically
    • Enable Email
  • Remove Report Auto-generation
  • Useful Information

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