Custom reporting in Kustomer

Last Update: Sep 2024 • Est. Read Time: 4 MIN
To check plan availability, see the pricing page.

Custom reports are a powerful way to look at the data you want to see in your organization. You can use the Chart Editor to quickly build charts using predefined templates already populated with common metrics. If you rather build a chart from the ground up, you can use a blank template and select your preferred data. 

Who can access this feature?
User typesManagers can access and create custom reports.


In this article

Create a new custom report

Create a custom report to start adding charts.

  1. Go to Reporting.
  2. Select New, enter a name for the report, and select New Report.
    The new report is listed in the Custom Reports section of the Reporting panel.

Use the Chart Editor

Once you create a custom report, select Add Chart. You will use the Chart Editor to build a new chart from either a blank or an existing template.

To build a chart using a blank template:

  1. Select Start from Blank.
  2. Select the type of data you want to report on and the date range from the available drop-down menus. See this article to learn more about the available standard date attributes.
  3. Next, select the type of chart you want to use. You can change the chart type and instantly preview it by selecting a different option using the icons. In this example, we changed the view to an area chart.
    For more information on available charts and when to use them, see Custom report chart types.
  4. Optionally, select any actions or filters you want to apply. For more information, see Build your chart data.
  5. Select Next.
  6. Enter a title for your chart and optionally, a description, a Y-Axis Label, and a default time interval.

    Notes: The intervals can be applied depending on the date range selected:

    • If view up to one day of data, you can select the Per Minute interval.
    • If viewing two weeks of data or less, you can select Quarter Hourly, Half Hourly, or Hourly intervals.
  7. Select Save. The final chart is shown in your report.

To build a chart using an existing template:

  1. From the Chart Editor, select the type of chart you want to use from the available list. Optionally, you can find a chart by searching for its name or description or using the drop-down menu to filter by category. 
  2. Once you select a template, you'll see a preview of what the chart looks like in the preview pane. For this example, select Inbound Conversations by Channel.
  3. Select Next.
  4. Your Object Type, Date Range, and Action are already predefined for you. To edit any of these values, select Edit Preset Fields. For more information, see Build your chart data.

    Note: Changing a preset field will remove other preset fields.

  5. You can change the chart type and instantly preview it by selecting Edit Preset Fields and selecting a different option. In this example, we changed the view to a pie chart.
    Notice that the same data is displayed in a different visual.
  6. Optionally, select any actions or filters you want to apply. 
  7. Select Next.
  8. Enter a title for your chart and optionally, a description, a Y-Axis Label, and a default time interval.

    Notes: The intervals can be applied depending on the date range selected:

    • If view up to one day of data, you can select the Per Minute interval.
    • If viewing two weeks of data or less, you can select Quarter Hourly, Half Hourly, or Hourly intervals.
  9. Select Save. The final chart is shown in your report.

Custom reports are limited to 15 charts per report.

Build your chart data

Once you select the type of chart or template you are using, it is time to specify the data your chart is using. If you opt to create your chart from an existing template, these options are automatically filled for you and you can customize them.

The following options are available:

  • Object Type is the standard or custom object that is the main data you are using to build your chart. For more information on the type of information you can report on by object type, see Select custom report data.
  • Date Range is the modifier for your data. See this article for more information on how these options are calculated or when to use them.
  • Action lets you visualize your data in different ways. For more information, see Define a custom report action.
  • Filters let you refine your report based on specific criteria. For more information on these operators, see Understand filter operators.

Add a second query to your chart

When creating custom charts, you can add a second query that helps you compare two metrics over the same period in a single chart. You can add another query to the following chart types:

  • Column chart
  • Line chart
  • Stacked Column chart
  • Area chart
  • Stacked Area Chart

To add a second metric when building a chart, select Add Second Query at the bottom left of the editor on the Build Data step.

Note: Second query visualizations are limited to the Line Chart type.

Once you've added a second query, the left y-axis will correspond with the first (original) query and the right y-axis with the second. You can update this secondary y-axis label in the Customization step. 

Organize your custom report

Once you create your report, you can organize charts in an order that best suits your needs by dragging and dropping them to your desired location.

You can have up to two charts per row. 

Note: If you don't have permission to edit reports, you won't be able to move charts to a new location.