Scheduled data views

Supportbench

26-Jun-2025

Scheduled data views are how you can retrieve specific data from the system based on the parameters you choose.  Within the analytics section, you can create data views to be sent on a scheduled bases as a PDF to agents or email addresses of your choice.

Create a new report

1. Click on Scheduled Data Views in the top navigation bar.
    
2. Click on Add a Data View or
    
3. In the left hand panel, click on the drop down and select add data view.
    
4. Type in a name for the view, and select the properties you want to filter for.
    
5. Click Save Data View.

Schedule a report

Once you create a data view, you need to schedule it and select who to send it to.

1. Click on Scheduled Data Views in the top navigation bar.
    
2. In the left hand panel, click on the drop down and select the new data new.
    
3. Select the agents to send the report to or type in the email addresses in the Send to Emails text box.
    
4. Select the frequency and start date of when you would like to receive the data view.
    
5. Click enable and click on the button Update schedule.

What Are Scheduled Data Views?

Scheduled Data Views are a powerful feature within the analytics section that allows you to create and automatically distribute custom reports.

First, you define a Data View by selecting specific criteria to filter and retrieve the exact information you need from the system. Then, you can schedule that view to be automatically generated as a PDF report and emailed to specific agents or stakeholders on a recurring basis (e.g., daily, weekly, or monthly).

This is ideal for monitoring key performance indicators (KPIs), tracking team workload, or keeping management informed without manually running reports each time.

How to Create and Schedule a Report

The process involves two main parts: first, creating the data view (your report template), and second, scheduling its delivery.

Part 1: Creating Your Data View

This is where you define the content of your report.

1. Navigate to Scheduled Data Views: From the main navigation, select the Reporting section and then click on Scheduled Data Views.

2. Add a New View:

   • Click the Add a Data View button.

3. Define Your Report:

   • Name: Give your data view a clear and descriptive name (e.g., "Weekly High-Priority Cases" or "John's Monthly Closed Tickets").

   • Parameters: Select the properties and filters to define your data. This is the most important step. You can filter by criteria such as case status, priority level, assigned agent, customer, date range, and more.

4. Save the View: Once you have set your desired parameters, click Save Data View. Your view is now saved as a template, ready to be scheduled.
    

Part 2: Scheduling the Report Delivery
 

Now that you have your template, you can set up the automated delivery.

1. Select Your Data View: In the Scheduled Data Views section, find and select the new view you just created from the list in the left-hand panel.

2. Choose the Recipients:

   • Internal Agents: Select specific system agents from the provided list.

   • External Emails: To send the report to stakeholders who are not system users, type their email addresses into the Send to Emails text box. You can add multiple addresses, separated by commas.

3. Set the Delivery Schedule:

   • Frequency: Choose how often the report should be sent (e.g., Daily, Weekly, Monthly).

   • Start Date & Time: Select the date and time for the first report to be sent. Subsequent reports will follow based on the frequency you selected.

4. Activate the Schedule:

   • Check the Enable box to turn the schedule on.

   • Click the Update Schedule button to save and activate the automated report.

Your report will now be automatically generated and emailed to your chosen recipients according to the schedule you defined.

⭐ Best Practices:

• Be Specific with Naming: Use clear names like "Daily Unassigned Ticket Report" instead of "Report 1" so you can easily identify it later.

• Test Before Enabling: Before scheduling a report to a large group, consider sending it only to yourself first to ensure the data and formatting are exactly what you expect.

• Remember the Snapshot: The generated PDF is a snapshot of the data at the exact time the report is run. It is not a live dashboard.