--- title: Reporting Engine description: Master Maqsam’s reporting engine. Learn to create, schedule, and automate custom call reports to track agent performance and customer interactions. --- [Skip to content](https://support.maqsam.com/reporting-engine#main-content) - [English](https://support.maqsam.com/reporting-engine) - [العربية](https://support.maqsam.com/ar/reporting-engine) English Show submenu for translations [![maqsam](https://support.maqsam.com/hs-fs/hubfs/maqsam-logo-en-1.png?width=170&height=40&name=maqsam-logo-en-1.png)](https://support.maqsam.com?hsLang=en) Open main navigation Close main navigation - - [English](https://support.maqsam.com/reporting-engine) - [العربية](https://support.maqsam.com/ar/reporting-engine) English Show submenu for translations Welcome to Maqsam - There are no suggestions because the search field is empty. 1. [Welcome to Maqsam](https://support.maqsam.com/?hsLang=en) 2. [Reports](https://support.maqsam.com/reports?hsLang=en) # Reporting Engine ## Learn how to create custom call reports, use report templates, manage report schedules, and download report results in Maqsam. ### 🔍 Overview of Reporting Engine Maqsam’s reporting engine helps you create, customize, schedule, and manage call reports. You can analyze agent performance, monitor call volumes, and track customer interactions using different metrics. You can create custom reports based on your needs or use predefined templates to get started quickly. You can also run reports on demand, download previously generated versions, and manage report schedules. Watch this **quick video tutorial** for an overview of how to create and manage reports in Maqsam: --- ### **⚙️ How to Create a Custom Report** **Follow the steps below to create a custom report with your preferred metrics, columns, and schedule.** 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click **New Report** and choose **Custom Report**. 3. **Details:** Enter the Report Name, the emails to send it to, the Email Subject, an optional Message, and choose the Output Format (.csv or .xls). Click **Next**. 4. **Schedule:** Choose the Time Zone and the Frequency (Once only - Now, Hourly, Daily, Weekly or Monthly), then the day and time. Click **Next**. 5. **Configuration:** Choose the Primary key, then add metrics with **Select Metrics** and **Add**. You can rename each column in Column Name. Use **Show Preview** to check the columns. 6. Click **Finish** to complete the setup. **💡 Note:** For Agents and Groups, you can tick "**Hide inactive agents from the report data**". The metrics for each primary key are listed in Reporting Engine Metrics. --- ### **📃 How to Use a Report Template** **Use a predefined report template to get started with an existing report configuration.** 1. On the **Reports** tab, click **New Report** and choose **From Template**. 2. On **Report Templates**, use the tabs to filter by primary key, or stay on **All Templates**. 3. Click **Show Preview** to see the template columns with sample data. 4. Click **Use Template** and complete the report steps. **📌 Note:** Templates marked **Fixed** have a set list of columns that you cannot change. ![Reporting Engine EN 1](https://support.maqsam.com/hs-fs/hubfs/Knowledge%20Base%20Images/Reports/Reporting%20Engine%20EN%201.png?width=670&height=377&name=Reporting%20Engine%20EN%201.png) --- ### **📄 Available Templates** | **Template** | **What it shows** | | --- | --- | | Abandoned Calls Report | Details of abandoned calls, to help reduce customer drop-offs. | | Account Billing Summary Report | Call consumption, agent costs, DID costs and call expenses. | | Agent Activity Report | Daily insights on each agent's performance. | | Agent Availability Report | Each agent's workday: availability, engagement and breaks. | | Agent State Activity Report (Fixed) | A timestamped log of each agent's status changes. | | AI Calls Report | One row per AI-handled call: Call ID, Timestamp, Direction, Outcome (Human only, Contained or Routed to human), AI Handling time, AI Estimated cost. | | AI Voice Report | AI voice calls, AI voice cost, AI Involvement ratio, AI Containment ratio, AI Routed to human ratio, Average AI voice handling time. | | Call Details Record Report | Individual call records with caller and agent details, transcripts, summaries and sentiment. | | Call Quality Evaluation Report | Call quality evaluation metrics. | | Calls Details Report | An overview of call metrics. | | Campaign Calls Details Report | Campaign call records with campaign name, audience ID, caller and agent details, transcripts, summaries and sentiment. | | Consumption Report | Call traffic and consumption, for capacity planning. | | Group Performance Report | Group performance metrics. | | Incoming Calls Details Report | An overview of inbound call metrics. | | Number Usage Report | Each number's total call duration, consumption and cost. | | Outgoing Calls Details Report | An overview of outbound call metrics. | | Repeated Callers Report (Fixed) | Callers who called more than once: Caller, Callee, Occurrences, Call IDs. Found under the Other party tab. | | Sentiment Analysis Report | Call sentiment, with transcripts and summaries in Arabic and English. | | Service Level Report | Service level percentage and answer rate. | | Workforce Utilization Report | Each agent's online time, offline time and total handling time. | 📌 **Note:** The Repeated Callers Report provides counts and call IDs per number. It does not flag callers at a specific threshold, so you decide who counts as a repeated caller. AI Estimated cost is an estimate, not your invoice. ![Reporting Engine EN 2](https://support.maqsam.com/hs-fs/hubfs/Knowledge%20Base%20Images/Reports/Reporting%20Engine%20EN%202.png?width=670&height=377&name=Reporting%20Engine%20EN%202.png) ![Reporting Engine EN 3](https://support.maqsam.com/hs-fs/hubfs/Knowledge%20Base%20Images/Reports/Reporting%20Engine%20EN%203.png?width=670&height=377&name=Reporting%20Engine%20EN%203.png) --- ### 📝 How to Edit a Report **You can edit an existing report from the Reports page or through its report history.** #### **From the Reports Page** 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Find the report you want to edit and click the kebab menu beside its title. 3. Select **Edit Report** to open the report wizard with the existing details. 4. Modify the report details, schedule, and metrics as needed. #### From the Report History Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **View History**. 3. On the report history page, click **Manage** to open the available options. 4. Select **Edit Report** to modify the report details, schedule, and metrics. 📌 **Note:** You cannot modify a report's primary key. Create a new report instead. For old and custom reports, you can only adjust the primary details. For further modifications, it is recommended to create a new report. --- ### 🔃 How to Download Report Versions **You can download previously sent report versions from the report history page or download the latest report directly.** 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **View History**. 3. Find the version you want to download. All sent versions are stored on this page. 4. Download the required version. To download the latest report directly, click the three-dot menu next to the selected report and choose **Download latest report**. --- ### ➕ How to Duplicate a Report **You can duplicate an existing report to create a new report that you can modify.** 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Find the report you want to duplicate and click the kebab menu beside its title. 3. Select **Duplicate Report**. A new report will be created immediately. 4. Click **Edit Report** on the duplicated report to make any required changes. 📌 **Note:** You cannot duplicate old or custom reports. It is recommended to create a new report instead. --- ### 🗑️ How to Delete a Report **You can delete a report from the Reports page, the report history page, or the edit report wizard.** #### From the Reports Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Find the report you want to delete and click the kebab menu beside its title. 3. Select **Delete Report**. 4. Confirm the deletion in the pop-up window. This permanently deletes the report. #### From the Report History Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **View History**. 3. On the report history page, click **Manage** to open the available options. 4. Select **Delete Report** and confirm the deletion in the pop-up window. #### From the Edit Report Wizard 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **Edit Report**. 3. From the kebab menu in the edit report wizard, select **Delete Report**. 4. Confirm the deletion in the pop-up window. --- ### ⏸️ How to Deactivate a Report **You can deactivate a report to stop it from being sent according to its configured schedule. You can reactivate it by following the same steps and turning it back on.** #### From the Reports Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Find the report you want to deactivate. 3. Switch the toggle beside the report title to **OFF**. #### From the Report History Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **View History**. 3. On the report history page, click **Manage** to open the available options. 4. Select **Deactivate** to stop the report from being sent according to its configured schedule. #### From the Edit Report Wizard 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **Edit Report**. 3. From the edit report wizard, select **Deactivate** to stop the report from being sent according to its configured schedule. To reactivate the report, follow the same steps and select the reactivation option or switch the toggle back on, depending on where you manage the report. --- ### ▶️ How to Run a Report The **Run Report** feature lets you generate an up-to-date report using the current data and configuration. You can use it to get the latest insights and send the report to its configured recipients without waiting for the next scheduled run. You can run a report from the Reports page, the report history page, or the edit report wizard. #### From the Reports Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Find the report you want to run and click the kebab menu beside its title. 3. Select **Run Report Now**. 4. Choose the date range for the report. By default, the range is based on the report frequency. #### From the Report History Page 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **View History**. 3. On the report history page, click **Manage** to open the available options. 4. Select **Run Report**. #### From the Edit Report Wizard 1. Log in to your Maqsam account and click on the **Reports** tab. 2. Click the kebab menu beside the report title and select **Edit Report**. 3. 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