Build a custom report
Create custom reports to report on metrics that best suit your business needs.Articles
Custom reporting in Kustomer
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 articleCreate a new custom reportUse the Chart EditorBuild your chart dataAdd a second query to your chartOrganize your custom reportCreate a new custom reportCreate a custom report to start adding charts.Go to Reporting.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 EditorOnce 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:Select Start from Blank.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.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.Optionally, select any actions or filters you want to apply. For more information, see Build your chart data.Select Next.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.Select Save. The final chart is shown in your report.To build a chart using an existing template: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. 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.Select Next.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.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.Optionally, select any actions or filters you want to apply. Select Next.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.Select Save. The final chart is shown in your report.Custom reports are limited to 15 charts per report.Build your chart dataOnce 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 chartWhen 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 chartLine chartStacked Column chartArea chartStacked Area ChartTo 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 reportOnce 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.Select custom report data
Standard 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.In this articleReport on CustomerReport on ConversationReport on MessageReport on Custom ObjectsOnce 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 CustomerThe 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 ConversationThe 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 MessageThe 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 ObjectsCustom 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.Define a custom report action
When creating a chart for your custom report, you can select an action you want to take on the data you’ve pulled in via the Object Type and Date Range fields in the Chart Editor. The Action field is an optional selection that can help you visualize your data in different ways. Choosing one of these actions may also open the Property field, which allows you to define how you want to segment or narrow the data entering your chart. The following options are available:Segmented by Splits your data by values or labels so you can easily see how different portions compare against each other. A common use case for this action is looking at your conversations in a pie chart and segmenting them by status to understand how your team is doing. DistinctCommonly known as “unique”, it helps you narrow your data to one specific property.AverageThe average of whatever data you are looking at in your chart. Keep in mind that the average can always be skewed by outlier data. It is always a good idea to look at the median number and compare.Median Makes sure that your data lies equally on either side of the median number. Use this action to find the true middle of your data range.Max Returns the highest, or maximum, value in your data set.MinReturns the lowest, or minimum, value in your data set.SumBest selected when you need to know the total value of your data set.Perform dual actionsYou can perform multiple actions for the following chart types:Dual Segmentation (Segment by, Segment by) is available when using Tables.Segmenting on a field calculation (Segment by, plus Distinct, Average, Median, Max, Min, or Sum) is available on all chart types except Pie Charts.Standard object date attributes
The reference table below lists both the display names and system names for standard Klass date attributes available in the Kustomer platform.You can use the system names for these standard attributes to customize shortcuts, email templates, and other Kustomer features that require the system name for attributes. Additionally, you can use the display name when building a Kustomer custom report in the second step of the chart editor. The following table shows the date range options available for each of the standard objects.NameDescriptionAvailable inCreated AtThe date/time the object was created in your Kustomer organization.Conversation, Customer, Message, Note, Work item, Work session.Updated AtThe date/time the object was last updated. Any change made to a conversation, customer, or message will timestamp as updated.Conversation, Customer, Message, Note, Work itemDeleted AtThe date/time when the object was deleted from your Kustomer organization.Conversation, CustomerSent AtThe date/time when a message was sent by any party via a channel used by your organization.MessageFirst Response Sent AtThe date/time time of this conversation's first outbound response. ConversationLast Activity AtThe date/time when an activity last occurred for this object: when a conversation was updated or a message was received, or customer was updated (excluding active user changes).Conversation, CustomerLast Seen AtThe date/time a customer was seen by your chat widget. Kustomer’s chat widget can detect when a customer is engaged with the page and will indicate this with a green dot next to the customer’s name so you know they’ll most likely see your chat response to them.CustomerLast Customer Activity AtThe date/time this customer was last updated on customer activity (inbound messages, tracking events, KObjects)CustomerLast Message In Sent AtThe date/time of the last incoming message received when a customer sends a message via one of your channels. Conversation, CustomerLast Message Out Sent AtThe date/time of the last outgoing message sent from an agent via one of your channels.Conversation, CustomerLast Message AtThe date/time of the last message on this customer.CustomerLast Message Unresponded toThe date/time the last inbound message was sent that has not had a reply sent yet. ConversationFirst Response Created AtThe date/time the first response to this conversation was created. This does not mean it was sent at the same time. Use First Response Sent At to see that data. ConversationLast Response Created AtThe date/time the last response to this conversation was created. This does not mean it was sent at the same time. Use Last Response Sent At to see that data. ConversationFirst Done Created AtThe date/time of the first time a conversation was marked Done. This can be the same timestamp as Last Done Created At if it is the only time it has been marked Done. ConversationLast Done Created AtThe date/time of the most recent time a conversation was marked Done.ConversationConversation First Message In SentThe date/time the first message was sent into the conversation.ConversationConversation Satisfaction CreatedThe date/time the conversation satisfaction was created.ConversationSLA Matched AtThe date/time an SLA was first matched to the conversation.ConversationFirst Breach AtThe date/time an SLA first breached on the conversation.ConversationSatisfied AtThe date/time an SLA was satisfied.ConversationFirst Response SLA Breach AtThe date/time the first response SLA was breached.ConversationFirst Response SLA Satisfied AtThe date/time the first response SLA was satisfied.ConversationLongest Unresponded Message SLA Breach AtThe date/time the longest unresponded message SLA was breached.ConversationLongest Unresponded Message SLA Satisfied AtThe date/time the longest unresponded message SLA was satisfied.ConversationTotal Convo Open Time SLA Breach AtThe date/time the total convo open time SLA was breached.ConversationTotal Convo Open Time SLA Satisfied AtThe date/time the total convo open time SLA was satisfied.ConversationTotal Customer Wait Time SLA Breach AtThe date/time the total customer wait time SLA was breached.ConversationTotal Customer Wait Time SLA Satisfied AtThe date/time the total customer wait time SLA was satisfied.ConversationSchedule custom reports
You can schedule custom reports to be emailed at scheduled times. With report sharing, you can keep members of your organization up to date with regularly scheduled custom reports, even if they do not have access to the Kustomer platform.Who can access this feature?User typesManagers can access reports.In this articleSchedule a custom reportManage your scheduled reportsEdit a report scheduleDuplicate a report schedulePause and reactivate a report scheduleSchedule a custom reportYou can schedule up to 30 custom reports to be emailed to up to 50 recipients.Note: Scheduling is not available on standard reports.Go to Reporting> Scheduled Reports.Select Add Scheduled Report. You can also schedule a report by selecting Sharewhen viewing a custom report.Enter the following information:Report Name The subject line of the email where your report link is attached. The subject line uses Report Name - Kustomer Report Date of Send format. For example, sending a report named Inbound Conversations Overview on July 15th results in the subject line being Inbound Conversations Overview - Kustomer Report Wednesday July 15th.Report SourceThe custom report that is sent to recipients.RecipientsThe comma-separated email addresses of everyone that is receiving the report. You can add up to 50 recipients. E-mail Message The body of the email with the report link.Frequency How often the report will be emailed to the recipients. You can schedule a report to send Daily, Weekly, or Monthly.Ends The date when the report will stop being shared. Data Date Range The date range of the data that is included in the report. The default value is Past 24 hours, and you can also select Past 7 Days or Past 30 Days. You can also specify the time zone for the date range. The default value is EST. Select Send.The recipients will receive an email from Kustomer with your message and a direct link to the report. Reports are sent shortly after midnight for the selected time zone.Manage your scheduled reportsYou can manage all of your scheduled reports by going to Reportingand then selecting Scheduled Reports.The Active tab shows all reports being sent out based on their schedule. The following columns are shown:ReportThe name of the report schedule.Schedule How often the report is emailed to its recipients.Next Run The date and time of the next time the report is sent.Status The current status of the schedule.Created By The name of the person who created the schedule.Recipients The number of recipients that are receiving the report. You can view the individual email addresses by hovering over the icon.Edit a report scheduleYou can change a report's schedule by selecting the menu iconand then selecting Edit Schedule. Once you are done, select Save Changes.Duplicate a report scheduleYou can quickly duplicate an existing report schedule by selecting the menu icon and then selecting Duplicate. A copy of the schedule opens and you can make all necessary changes. Once you are done, select Save Changes.Pause and reactivate a report scheduleYou can pause a scheduled report from sending any time by selecting the menu icon and then Pause. The report will be removed from the Active tab. To reactivate a report, go to the Completed/Paused tab, select the menu icon and then select Reactivate. The report will resume its original schedule.Custom report chart types
Kustomer provides various types of reporting charts that let you analyze and show your data to other users. Who can access this feature?User typesManagers can access and create custom reports.In this articleColumn chartLine chartStacked column chartArea chartStacked area chartPie chartTableKPI CardWhen creating a custom report, you can choose from different chart types to best display your data. This article shows how the Inbound Conversations by Channel metric looks with each chart type.Column chartThe column type is best used when you want to show values categorized by different characteristics. As with other chart types, this chart is also calculated over time. Line chartUse line charts for counts or proportions of one variable and one value you want to track over time. Stacked column chartStacked column charts are ideal when comparing counts or proportions of one variable and two or more values. This chart type calculates metrics over time. Common use cases for this type would be “conversations by status” or “customer sentiment on conversations with a closed status”. Area chartAn area chart is very similar to a line chart and represents the evolution of a numeric variable. The X-axis represents time or an ordered variable, and the Y-axis gives the value of another variable. Data points are connected by straight line segments, and the area between the x-axis and the line is filled in with color or shading. Area charts are ideal for showing data around volume changes over a period of time.Stacked area chartStacked area charts are great for understanding the composition or contribution of subgroups to a total value over time.Pie chartA pie chart is a graph that displays data in a circular graph. The pieces of the graph are proportional to the fraction of the whole in each category. In other words, each slice of the pie is relative to the size of that category in the group as a whole. The entire “pie” represents 100 percent of a whole, while the pie “slices” represent portions of the whole. This chart type is best used when presenting a sum of several variables in one category. You can use this to show conversations broken out into status or resolution types or the sum of all new customers in the last month segmented by a custom field. Note: A pie chart is helpful when displaying data for around 6 categories or fewer.TableThe data table chart is best used when pure numerical values are all you’d like to display. This chart type focuses more on surfacing actual data than on displaying it in a visually appealing way.KPI Card A card chart is best used when you want to see how your teams are performing against your Key Performance Indicators (KPIs). Cards will return one data point from all the data across your entire date range rather than the hourly or daily intervals you might use in other chart types. With this card, you can see how the metric is currently trending compared to the prior period. In this example, since we are viewing the last 7 days, the card shows that there's been a 32% increase in inbound conversations since the last period.You can remove this value from your cards by deselecting the Show change from previous period check box when building your chart.When adding KPI cards to your report, note the following:KPI cards can only exist on rows with other KPI cards. You cannot combine KPI cards and other chart types on the same row.You can add up to 4 KPI cards in a single row.Report drilldowns
You can gain more insights on your reports using drilldowns. This allows a user to select any data point in a table or visualization and see the underlying objects used in the calculation of that data point. This will allow you to validate the data that is shown in the report and ensure that the criteria you used is set up correctly.Who can access this feature?User typesManagers can access reporting.While viewing a report, you can select a specific data point in a chart to open the View Data table where you can see all of the source data related to the data point. Report drilldowns are available for:All custom reportsOverviewConversationTeamSLAsSatisfactionDeflectionNotes:Conversation Views (Handle Time) data is not available for drilldowns as they are based on a data object that is not available in Search.If you drill down on a Message or Note object, reports will return one result for each distinct conversation where a result appears, so your total results count in the View Data table may be smaller than the value in your source chart or table.Suppose you chose to segment by or run a calculation on a specific attribute, or filter your data (steps 4 and 5 when building a chart). In that case, you will see these attributes appear automatically in your results table. For example, if you selected Segment by Status, the status column will appear. You can select Change Columns to customize the available columns so that you can get more insight on your data.You can navigate to a specific conversation or customer by selecting one of the rows shown.You can also select View in Search to explore all of the results in the list and view the exact criteria that is used to generate this data.Manage access to custom reports
Managing access to custom reports is crucial for ensuring that the correct information is available to the right people. You can use report permissions to control who can view and edit your reports. You can keep your reports private and accessible only to you, or share them with individual users and teams within your organization. This article will explain the different permission levels available for your custom reports.In this article:Customize report accessGive report access to additional teams and usersManage report permissionsCustomize report accessAll new custom reports are set to Private by default. You can change their visibility settings by going to the report's menu icon and selecting Report Permissions.There are three global visibility settings available for custom reports:Private - Only you can view and edit the report. This is the default setting for all new custom reports.Public - Anyone with Reporting access can viewPublic - Anyone with Reporting access can editDepending on the setting, you can also give specific teams and users additional access to the report.Global Visibility SettingGive users and teams additional access toViewEditPrivateXXPublic - Anyone with Reporting access can viewXPublic - Anyone with Reporting access can editSelect the new visibility setting you want for the report and then select Save.Give report access to specific teams and usersWhen setting a report's permissions to Private or Public - Anyone with Reporting access can view, you have the option of giving additional view and/or edit access to the report to up to 10 specific teams and users using the available drop-down menus. Manage report permissionsYou can view and edit all of your custom report permissions by going to Settings > Workspace > Report Permissions.Here, you can see at a glance if a report is private or public. You can also select Edit for a report to change its access.Related articlesCustom reporting in KustomerSelect custom report dataDefine a custom report actionCustom report chart typesLive Mode
With Live Mode, you can convert any custom report to a full-screen dashboard that refreshes its data automatically every 30 seconds and monitor your team's performance in real-time.To access this dashboard, go to any of your custom reports and then select Live Mode in the report header. By default, the dashboard shows hourly performance for the current day.You can switch between viewing performance for Today or the Past Hour. The following time intervals are available when viewing the dashboard:Per MinuteQuarter HourlyHalf HourlyHourly
Still need help? Contact Us