The system generates a file with the request information grouped by service, respecting the user's visibility permissions and the filters applied in the panel.

• Before you start, make sure you have the necessary permissions to download reports. If you don't have the required permission, the Download report option won't be available in your panel.

  Required permissions

  

  In Settings > General > Permissions you'll find the permission Download reports from the agent panel:

  • If it's enabled, downloading is allowed for all Agents and Coordinators.
  • If it's disabled, you can enable downloading per user from Admin panel > Users > Edit user > Permissions.

  Step by step

  1. Go to the Agent Panel or Coordinator Panel.
  2. Click on Download report.

     

  3. A side panel will open with the download settings.

  

  4. Set the email address where the report will be sent.
  5. Select the report type: Summary or Detailed.
  6. You can choose whether to include segmentations and/or requester profile fields.
  7. Confirm the download to start generating the report.
  8. You'll receive an email with a link to download the file when it's ready.
  The report follows exactly the filters active in the panel at the time of download.

  This includes:

  • Manually applied filters.
  • Filters from a saved view.
  • The combination of view filters + manual filters.

• The report is generated as a ZIP file. Inside, you'll find an Excel file for each service type according to the filters applied.

  Each Excel file:

  • Includes only the requests for the service that the user can view.
  • Includes the form responses for the service.
  • Keeps the same format as the report available to Administrators.

• Agent

  • The report only includes requests:
    • Assigned to the agent themselves
    • Unassigned requests
  • Cannot download requests assigned to other agents.

  Coordinator

  • Can download all requests for the services linked to the groups in their team.

The report is generated asynchronously. Once requested, the system processes the information and sends an email with the download link when the file is ready.
Depending on the number of requests included in the report, generation may take a few minutes.