A report schedule emails a recurring summary of your inbox — tickets, response times and message volumes — to whichever addresses you name. It's the way to keep people who never open the console in the loop.
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What a report schedule is
A schedule is a standing instruction to email a snapshot of how your inbox performed. Each report covers tickets opened, solved, open, pending and expired — including the split between those solved by bot and solved by an operator — alongside missed chats, average first-response and resolution times, messages sent, delivered, read and failed, and the contacts you gained. It always reports a finished period rather than a partial one: a daily report covers yesterday, a weekly report the last seven completed days, and a monthly report the previous calendar month. Recipients are just email addresses — they don't need to be users of the platform, which is the point when the person who wants the numbers is a manager who'll never log in.
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Creating one
Create schedule asks for two things: how often, and who gets it. Repeat every takes day, week or month, and picking week reveals a weekday so you can land the report on a Monday morning. Add as many recipients as you need. How many schedules you can keep is capped by cadence rather than by a single number — one daily, one monthly, and up to seven weekly, one for each weekday. Asking for a second daily report is refused with a message telling you one already exists. Worth knowing about the monthly option: it always sends on the 1st, whatever day you created it on — there's no day control for it.
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Reading and changing the list
Each row shows its cadence, its recipients, and when the report last went out and next will. Every report fires at 09:00, and both those columns are shown in the Customer TimeZone set further down this same tab — not your computer's clock — so if the times look shifted, that's the setting to check. The pencil edits a schedule and the bin removes it; delete takes effect on the click, with nothing asking you to confirm, so aim carefully. There's no pause — a schedule you want to stop temporarily has to be deleted and recreated. A row can show a recent Last sent even if the email didn't reach anyone: that column records the attempt, not the delivery.