Custom Reports

Build your own reports to answer specific business questions.

Report Builder Overview

Create custom reports by:

1. Choosing metrics to include
2. Selecting dimensions for grouping
3. Applying filters
4. Setting visualization type

Building a Report

Step 1: Start New Report

1. Go to Analytics → Reports
2. Click + New Report
3. Give it a descriptive name

Step 2: Select Metrics

Choose what to measure:

Volume metrics:

• Ticket count
• Reply count
• Resolution count

Time metrics:

• First response time
• Resolution time
• Handle time

Performance metrics:

• SLA achievement rate
• CSAT score
• Reopen rate

Step 3: Add Dimensions

Group results by:

Step 4: Apply Filters

Narrow the data:

• Date range
• Specific agents or teams
• Channels
• Tags
• Priority
• Custom field values

Step 5: Choose Visualization

Select how to display:

Example Reports

Ticket Volume by Channel

Configuration:

• Metric: Ticket count
• Dimension: Channel
• Filter: Last 30 days
• Visualization: Bar chart

Shows: Which channels drive most volume.

Agent Performance Comparison

Configuration:

• Metrics: Tickets resolved, Avg. response time, CSAT
• Dimension: Agent
• Filter: Last 7 days
• Visualization: Table

Shows: Side-by-side agent metrics.

Response Time Trend

Configuration:

• Metric: Avg. first response time
• Dimension: Date (daily)
• Filter: Last 30 days
• Visualization: Line chart

Shows: How response time changes over time.

SLA Achievement by Priority

Configuration:

• Metric: SLA achievement rate
• Dimension: Priority
• Filter: This month
• Visualization: Bar chart

Shows: SLA performance across priority levels.

CSAT by Category

Configuration:

• Metric: CSAT score
• Dimension: Tag (category tags)
• Filter: Last 90 days
• Visualization: Horizontal bar

Shows: Which issue types have happiest customers.

Advanced Options

Multiple Metrics

Add several metrics to one report:

• Response time + CSAT
• Volume + Resolution rate
• SLA achievement + Breach count

Multiple Dimensions

Group by multiple factors:

• Agent + Channel
• Priority + Tag
• Date + Agent

Calculated Fields

Create custom calculations:

• Resolution rate = Resolved / Total
• Avg. replies = Total replies / Tickets
• Custom formulas

Saving Reports

Save to Library

1. Build your report
2. Click Save
3. Name it descriptively
4. Choose folder/category
5. Set permissions

Report Permissions

Editing Saved Reports

1. Open report from library
2. Make changes
3. Save or Save As

Scheduling Reports

Automated Delivery

Send reports automatically:

1. Open saved report
2. Click Schedule
3. Set frequency
4. Add recipients
5. Choose format

Frequency Options

• Daily (each morning)
• Weekly (Monday)
• Monthly (1st of month)
• Custom (specific days)

Delivery Formats

• Email with inline results
• Email with PDF attachment
• Email with CSV attachment

Sharing Reports

Share Link

Generate shareable link:

1. Open report
2. Click Share
3. Copy link
4. Send to colleagues

Embed in Dashboard

Add report to dashboard:

1. Open dashboard
2. Click Add Widget
3. Choose Saved Report
4. Select report

Export Options

Download report data:

• PDF (formatted report)
• CSV (raw data)
• PNG (chart image)

Report Templates

Pre-Built Templates

Start from templates:

• Executive Summary: High-level metrics
• Agent Performance: Individual stats
• Channel Analysis: Volume by source
• SLA Report: Achievement tracking
• Customer Insights: Satisfaction data

Using Templates

1. Go to Reports → Templates
2. Select template
3. Customize as needed
4. Save as your own

Best Practices

Naming Convention

Use descriptive names:

• ✅ "Weekly Agent Performance - Email Team"
• ❌ "Report 3"

Keep it Focused

Each report should answer one question:

• ✅ "Which agents have best CSAT?"
• ❌ "Everything about support"

Set Appropriate Time Ranges

• Trends: 30+ days
• Performance: Week or month
• Operational: Today or yesterday

Document Purpose

Add descriptions so others understand:

• What question does this answer?
• Who should use this?
• How often to review?

Review and Clean Up

Regularly:

• Delete unused reports
• Update outdated filters
• Combine redundant reports

Troubleshooting

No Data Showing

• Check date range
• Verify filters aren't too restrictive
• Ensure data exists for selections

Unexpected Results

• Verify metric definitions
• Check filter logic
• Compare to raw data

Performance Issues

• Reduce date range
• Limit dimensions
• Simplify filters

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