Weekly support performance report for your leadership team

Every Monday at 8:00am, generate a written support performance report covering the previous week and email it to the leadership team. Use a cron trigger that runs weekly on Monday at 8:00am in the team's timezone; no source event is needed for a scheduled report.

First, compute two date ranges as ISO 8601 timestamps. The reporting period is the last 7 full days (the previous Monday through Sunday). The comparison period is the 7 days immediately before that. You will pass the reporting period as the main range and the comparison period as the prior range on each report so Help Scout returns period-over-period deltas.

Then pull three Help Scout reports, each with start and end set to the reporting week and previousStart and previousEnd set to the prior week:

1. Help Scout Get Conversations Report for total conversation volume, the channel breakdown (email, chat, phone), and the top tags or topics.

2. Help Scout Get Happiness Report for customer satisfaction (happiness) ratings and how they moved versus the prior week.

3. Help Scout Get User Report for per-agent activity and workload.

Next, turn those numbers into a concise executive summary. Highlight the week's conversation volume and how it changed versus the prior week, the customer satisfaction trend, the busiest topics (top tags) and channels, and any notable per-agent activity. Close with one or two concrete, specific recommendations grounded in the data, for example staffing a channel that spiked or addressing a topic that is driving volume. Keep it factual and do not invent any figure that is not in the reports.

Finally, send the report using Gmail Send a Message to a configurable recipient list (the leadership team). Format it as a short, readable email rather than a raw data dump: a clear subject line that includes the week's date range; a brief metrics section listing the key figures (total conversations, satisfaction score, channel mix, top tags, busiest agents), each shown with its week-over-week delta; and a short narrative of two to four paragraphs holding the executive summary and the recommendation(s).

Make the recipient list, the day of week, and the send time easy to change.