Select custom report data
Last Update: Oct 2024 • Est. Read Time: 2 MINStandard and custom objects (KObjects) make up the primary data pools you want to use to build your report. For more information on how data is stored and presented in Kustomer, see Data model overview.
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Once you select a chart type, you need specify the data that is being reported on. Selecting an object changes what data is available further down in filters, so keep in mind the question you are trying to answer with your report and consider which SObject or KObject will contain the data you need.
Report on Customer
The Customer object represents a contact within an organization or company, including existing customers, prospects, and leads.
Reporting on the Customer object type allows you to pull information as it relates to a specific customer, such as name, email, phone number, or any other field used to define some part of your customer. For example, if you want to look at how many of your customers have been active within the last month, you would build your report using this object type. Looking to report on target customers in a specific location? You can do that by starting your chart with this object and segmenting the data by location.
Report on Conversation
The Conversation object represents a set of interactions with a customer about a specific topic. This is the object type typically used the most, as it can surface information relevant to the conversations your are having with customers. Detailed information on channels, who was involved in the conversation, and how many messages were sent are all available in this object. Also, if you’re curious about SLA statistics, Conversation can show you average first response, time to first done, and average number of reopen events to name a few.
Report on Message
The message object type represents an individual interaction with a customer within a conversation. This object is helpful to report on when you don’t want details relevant to a conversation level and want to dig down into thing like what channel a message came through on or what languages are used by your customers.
Report on Custom Objects
Custom objects, or KObjects, are objects that organizations can use to extend the base data model of the application. Your organization can report on stored information specific to their business and customer records as well as any other standard or KObject.
For more information on how to get started with KObjects, refer to the Kustomer Data Model Overview first and then dive into the specifics of setting up Klasses in Define custom attributes in Kustomer.