# Pulse - Scheduled Insights Pulse helps you stay on top of your team's performance by automatically delivering the insights that matter most. Set up recurring reports, choose which metrics to include, define the schedule, and receive them by email and/or Slack. This guide is for administrators and team leads who configure periodic deliveries. No technical knowledge is required! -------------------------------------------------------------------------------- 🚀 WHAT DOES PULSE DO? Pulse generates automatic summaries with quality data, AI process metrics, topics, and coaching recommendations. Each configuration you create is called a pulse (or recurring report). Every pulse: * Runs on the schedule you define (daily, weekly, or monthly). * Analyzes a lookback period (data window in days). * Is delivered to the people and channels you choose. * Cannot be downloaded from the app — content is only sent through the configured channels. -------------------------------------------------------------------------------- WHO CAN USE PULSE? Pulse appears in the sidebar for users with administration permissions for the module. If you do not see Pulse or cannot create reports, contact your organization administrator. In the app: Pulse → list at /admin/pulse -------------------------------------------------------------------------------- 📊 MAIN SCREEN (LIST) The list shows all pulses in your company. For each one you can review: Column Meaning Report Pulse name and number of content sections. Schedule Frequency, days, and send time. Delivery Number of email recipients and Slack channels. Last run When it was last generated and delivered. Next run When the next send is scheduled. Status Active (sends on schedule) or inactive (paused). Created by User who configured the pulse. From here you can search by name, edit, enable/disable, run now, or delete (depending on your permissions). -------------------------------------------------------------------------------- ⚙️ CREATE A PULSE (4 STEPS) Click New pulse to open a four-step wizard. Move between steps with Back / Next or by clicking the step indicator at the top. STEP 1 — BASICS * Report name: Use a name your team will recognize in email or Slack (e.g. Weekly quality recap — CS). * Status: When the switch is on, the pulse sends on schedule. When off, settings are kept but nothing is sent until you turn it back on. STEP 2 — CONTENT Define what each delivery includes. A pulse is made of one or more sections. Each section is a block of metrics or analysis. Working with sections: 1. Click Add section and choose a type. 2. Configure that section’s options (scorecard, process, thresholds, etc.). 3. You can add the same section type more than once with different options (e.g. two different scorecards). 4. Reorder sections by dragging them. 5. Expand or collapse blocks for easier editing. Common section types (may vary by workspace): Type Purpose Quality Overview Headline quality metrics: evaluations, average score, errors, signed/disputed totals. Quality Sections Breakdown by scorecard section. AI Process AI process coverage and results. AI Metrics AI KPIs (By agent, team, channel, etc) Topic analysis Topic detection and sentiment for the period. Each type shows a description when you add it to help you choose. Some options use toggles (yes/no), dropdowns, or multi-select depending on the block. Important: You must add at least one section. You cannot save two identical sections (same type and same options). STEP 3 — SCHEDULE Define when the pulse is generated and sent and which data window is analyzed. Field Description Frequency Daily, weekly, or monthly. Days of the week Weekly only (you can select multiple). Day of the month Monthly only. In shorter months, the last available day is used. Time 24-hour format (HH:MM) in the selected time zone. Time zone Reference for send time. Data window How many days back each run covers (maximum 30 days). Common presets: 7, 15, or 30 days. Example: Weekly on Mondays at 09:00 (America/Bogota), 7-day window → every Monday a summary of the previous week is sent. After saving or changing the schedule, next run may take about a minute to recalculate and appear in the list. STEP 4 — DELIVERY Choose how your team receives the finished pulse. Email * Select one or more company users as recipients. * Only valid addresses for registered users are sent. * Recipients receive the report in their inbox. Email Example: Slack * Requires Slack connected under Integrations. * You can choose public or private channels. * You can add multiple channels at once. * If Slack is not connected, you will see a notice with a link to Integrations. You can use email only, Slack only, or both. Configure at least one delivery channel for the pulse to be useful in practice. -------------------------------------------------------------------------------- EDIT AN EXISTING PULSE 1. Open the pulse from the list. 2. Review the top panel for last run, next run, and created by. 3. Change any wizard step. 4. Save. Changes to content, schedule, or recipients apply to future runs (and to Run now if you use it). -------------------------------------------------------------------------------- RUN NOW Run now generates and delivers the pulse immediately, without waiting for the next scheduled run. * The confirmation dialog shows how many email recipients and Slack channels will receive it. * Generation may take a few seconds. You will see the result in your email and/or Slack — you do not need to stay on the screen. * If a run is in progress, the button stays disabled until it finishes. -------------------------------------------------------------------------------- ENABLE, PAUSE, AND DELETE Action Effect Disable (inactive status) Keeps configuration; stops automatic sends. Enable again Resumes scheduled sends. If the last run failed, enabling again may clear the error notice. Delete Removes the pulse from the list. This cannot be undone from the UI. -------------------------------------------------------------------------------- RUN STATES State Meaning Never run No delivery has been generated yet. Running The report is being generated now. Delivered The last run completed successfully. Failed The last run encountered an error. Check the message on the pulse detail page — it usually points to a configuration or delivery issue. -------------------------------------------------------------------------------- ❓ FREQUENTLY ASKED QUESTIONS CAN I DOWNLOAD A PULSE FROM THE APP? No. Pulse is designed to deliver content by email and/or Slack. There is no downloadable file in the interface. CAN I REPEAT THE SAME SECTION TYPE? Yes, as long as the options differ (e.g. two Quality Overview blocks for different scorecards). WHAT HAPPENS IF I CHANGE THE SCHEDULE? The system recalculates next run. You may briefly see “Being scheduled…” until it updates. WHY DON’T I SEE SLACK CHANNELS? Connect the Slack integration under Integrations → Gallery. If it is already connected and loading still fails, use Retry on the delivery step. CAN AN INACTIVE USER RECEIVE A PULSE? Recipients must be valid company users. If someone is no longer active, review and update the recipient list. HOW MANY DAYS OF DATA CAN I INCLUDE? Up to 30 days per run. For longer trends, create pulses with different windows or use Analytics dashboards. -------------------------------------------------------------------------------- 💡 BEST PRACTICES 1. Name with context: Include team, frequency, or audience (“Pulse QA — Monday — CS leads”). 2. Start simple: One or two well-chosen sections are often more useful than a very long report. 3. Align window and frequency: A weekly pulse with a 7-day window is coherent; a daily one often uses 1–3 days. 4. Test with Run now before relying only on the schedule. 5. Review recipients when someone changes role or leaves the team. 6. Use Slack for team visibility and email for owners who need the summary in their inbox. -------------------------------------------------------------------------------- 📝 QUICK SUMMARY Pulse = name + content sections + schedule + recipients          ↓     Runs automatically (or via "Run now")          ↓     Arrives by email and/or Slack For additional help, contact your Oversai administrator or technical support!