# Custom reporting in Kustomer

> You can use the Chart Editor to quickly build charts using predefined templates already populated with common metrics. 

Source: https://help.kustomer.com/en_us/custom-reports-HkewhVHIW

Last updated: 2026-06-25T17:51:30.393Z

Custom reports allow users to view key data points within your organization. Use the Chart Editor's predefined templates already populated with common metrics, or use a blank template and select your preferred data.

**Who can access this feature?**

**User types**

Managers can access and create custom reports.

## In this article

*   [Creating new custom reports](#creating-new-custom-reports)
*   [Using the Chart Editor](#using-the-chart-editor)
*   [Adding second queries to charts](#adding-second-queries-to-charts)
*   [Organizing custom reports](#organizing-custom-reports)
*   [Analyzing custom reports](#analyzing-custom-reports)
    *   [Sample prompts](#sample-prompts)
    *   [Use Cases](#use-cases)
*   [Sharing custom reports and charts](#sharing-custom-reports-and-charts)

### Creating new custom reports

Custom reports can contain any combination of metrics you choose, visualized to suit your needs.

To create a custom report:

1.  From the left navigation panel, click **Reporting.** The **Reporting** screen opens.
2.  At the top left of the **Reporting** screen, click the **+** button to add a new report.
3.  Enter a name for the report, then click **Add Report**.

In the **Reporting** screen left panel, confirm your new report is listed in the **Custom Reports** section by identifying its name in the list. Then you can use the **Chart Editor** to customize it.

### **Metrics available in custom reports vs. standard reports**

Some metrics that appear in standard reports are not available in the custom chart builder. Standard reports perform calculations (such as division and percentages) that the custom reporting engine does not support.

****Metrics only available in standard reports:****

*   First Contact Resolution (FCR) Rate — available in the Team report. The standard report divides FCR conversations by total conversations to produce a percentage.
*   Certain derived metrics that require cross-metric calculations.

****Workaround for FCR Rate in custom reports:****

1.  In the custom report, add a ****Conversation Count**** chart filtered to conversations with a first contact resolution.
2.  Add a second ****Conversation Count**** chart for total conversations.
3.  Compare the two values manually to calculate the percentage.

****Note:**** Scheduled reports are available only for custom reports. Standard reports cannot be scheduled. If you need a recurring report for a metric only available in standard reports, consider building a custom report with the closest available metrics.

### Using the Chart Editor

The **Chart Editor** contains a number of chart widgets used to display your data.

To use the Chart Editor:

1.  From the **Reporting** screen, under **Custom Reports**, click on your custom report. Your custom report opens.
2.  In the center of the custom report, click **\+ Add Chart**. A list of available datasets appears.
3.  Select a dataset and metric. At the bottom right side of the screen, click **Next** to proceed.
    1.  The **Datasets** column contains pre-made charts from common Kustomer objects (such as Conversations, Messages, or specific KObjects).
    2.  The **Metric Library** column changes as you select a dataset, allowing you to choose a specific metric to display from each dataset.
4.  Select a **Chart Type** to display. A preview of the selected chart appears in the right side column. Click **Next** to proceed. Chart types include:

**Chart Type**

**Description**

Column

Uses vertical bars of alternating height to compare values across categories.

Line

Connects a series of points visualizing trends over time, and continuous changes.

Stacked column

Similar to a column chart, where multiple data points are stacked within a single column. Best when showing part-to-whole within categories, while keeping totals visible.

Area

Similar to a line chart, using colored fill between the line and the x-axis. Best to show cumulative magnitude over time.

Stacked area

Similar to an area chart, dividing total area into parts representative of multiple series' contributions over time.

Pie

Uses slices of "pie" taken from a whole circle, used to show portions of a whole within categories.

Table

Displays exact values, organized into rows and columns, for detailed analysis and comparison.

KPI

Highlights a single key number prominently.

  

**Note:** Tables created with the count metric can segment an additional layer deeper. For example, conversation count by assigned team and assigned user. 

5.  In the left column, optionally adjust any of the following **Calculation**attributes:
    1.  Select a **Time attribution** from the following options:
        1.  Created at
            
        2.  Deleted at
            
        3.  Last Activity at
            
        4.  Last Customer Activity at
            
        5.  Last Message at
            
        6.  Last Message In Sent at
            
        7.  Last Message Out Sent at 
            
        8.  Last Seen at
            
        9.  Updated at
            
    2.  Select a mathematical value to **Aggregate by** from these options:
        
        1.  **Average:** Calculates the mean value (e.g., average response time, average satisfaction score)
            
        2.  **
            
            **Distinct:** Counts distinct records in the dataset.
            
            **
        3.  **Max:** Shows the largest value in the dataset (e.g., longest resolution time)
            
        4.  Median: The datasets median value (e.g., the median wait time)
            
        5.  **Min:** Shows the smallest value in the dataset (e.g., fastest response time)
            
        6.  **
            
            **Sum:** Adds all datapoints together and presents as a sum value.
            
            **
    3.  Select a category or group to **Segment by** from the available options.
        
        1.  Segment by changes its options based on the chosen metric.
            
        2.  Segment data by smaller groups/categories. 
            
        3.  Useful to find specific insights, such as 
            
6.  In the right column, select the **Time Attribution** functionality. Options include:
    1.  Today
    2.  Last 7 Days
    3.  Last Month
    4.  Last Year
    5.  Custom
7.  Customize your chart:
    1.  Enter a title for your chart in the _Title_ field.
    2.  Enter an optional description for your chart in the _Description_ field.
    3.  Enter an option y-axis label into the _Y-Axis Label_ field.
    4.  Select a default time interval from the _Default Time Interval_ dropdown. Available intervals include:
        1.  Per minute
        2.  Quarter hourly
        3.  Half hourly
        4.  Hourly
        5.  Daily
        6.  Weekly
        7.  Monthly
    5.  Add optional target values for each hour, day, week, and/or month. Use target values in custom charts to measure performance.

### Adding second queries to charts

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.

![Second query chart example](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6517e54b6850cd5246342fbddd77f905.png)

### Organizing custom reports

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.

![Organizing custom reports by drag and drop](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/63f528632424193c873b65c256083ff1.gif)

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.

### Analyzing custom reports

Kustomer's Reporting Assistant provides detailed analysis of custom reports, putting actionable analysis of your data front and center. 

**Note:** AI-enabled features must be toggled on for your organization. An admin can do so, or verify if this setting is enabled. 

To use Reporting Assistant in your custom report:

1.  At the top right of any chart in your custom report, click ****the more menu**** (****⋮****), followed by**Analyze**. Reporting Assistant opens in a panel on the right, and begins analysis based on a pre-defined prompt. This prompt:
    1.  Identifies factors contributing to success, or top and bottom performers as relevant.
    2.  Suggests areas for improvement as relevant.
2.  Interact with Reporting Assistant in natural language to gain insights from your data.
    1.  Ask Reporting Assistant about correlations between charts. 
    2.  Ask Reporting Assistant about the entire report to uncover action items and insights. 

#### Sample prompts

Generally, a good prompt for the reporting assistant contains these elements:

**\[Analyze a data point/compare a data point against something\] + \[Provide some insight\]**

The following are some sample prompts you will encounter in the reporting assistant, and a breakdown showing how these prompts use this formula:

**Category**

**Title**

**Description**

**Prompt breakdown**

Agent Utilization

Remote vs Office Performance

Compare remote and office-based agent performance

*   Provide a specific timeframe (this prompt uses the last 90 days)
*   Ask for specific data points for analysis (this prompt requests: productivity, customer satisfaction, collaboration, and utilization).
*   Follow through (this prompt asks for recommend strategies).
*   Specific data points increase the objectivity of the response.

Capacity & Forecasting

Capacity Bottlenecks

Find time periods when capacity was insufficient

*   Provide a specific timeframe (this prompt uses the last 30 days)
*   Request a specific type of analysis (this prompt requests impact analysis of bottlenecks on response times, resolution times, and customer satisfaction).
*   Follow through (this prompt asks for short and long term ideas for consideration).
*   The output is insight-focused

Collaboration & Escalation

Escalation Quality Assessment

Evaluate quality of escalation decisions

*   Provide a specific timeframe (this prompt uses the last 90 days)
*   Request a quality audit (this prompt asks to make a broad determination on the effectiveness of agent resolution).
*   Follow through (this prompt requests escalation improvements agents can follow).
*   Output is more subjective, useful for ideas to consider.

Efficiency

Customer Wait Times

Measure how long customers wait for responses

*   Provide a specific timeframe (this prompt uses the last 30 days)
*   Callout specific data points according to an average (this prompt looks at conversations where hold time exceeded the average).
*   Follow through (this prompt asks for suggestions on reducing hold times)
*   Output applies known best practices that would most effectively improve team outcomes.

Ops Analysis

Busiest Times

Analyze your busiest times

*   Provide a specific timeframe (this prompt uses the last 30 days).
*   Callout specific data points (this prompt looks at the busiest times for each day within the 30-day cycle).
*   Follow through (this prompt simply asks for awareness to improve capacity).
*   Output is objective, focused on the team's needs broken down by time period.

See [prompting best practices](https://kustomer.kustomer.help/en_us/using-data-explorer-HJB0g5wyl#prompting-best-practices) for tips on interacting with Reporting Assistant in your custom reporting.

#### Use cases

These use cases offer insightful ways to use Reporting Assistant:

*   Try Analyzing customer journeys that span multiple channels in the last 45 days. You can also review interaction patterns that lead to successful resolutions versus customer frustration. 
    
*   Compare seasonal patterns from previous years to your current trends. The bot can discover spikes in volume and suggest methodologies staff can adjust. 
    
*   Examine cost efficiency across different resolution paths to discover which approaches deliver the best cost-to-satisfaction ratio. You can also ask for cost optimization strategies that maintain quality.
    
*   Examine knowledge base performance alongside support case volume in the last quarter. The bot can discover high performing articles and uncover content gaps correlated to increased support volume. 
    

### Sharing custom reports and charts

You have a few options for downloading your custom reports. Each report can be downloaded as a PDF, shared via email, or copied as a link, retaining the exact visual layout you see in the UI. Additionally, individual charts within a custom report can be downloaded separately, either as a PNG image or a CSV file for data analysis. This makes it easy to present insights, share findings with your team, or dig into the raw data when needed.

### ****Custom Report Functionality****

****Metrics not available in custom reports:****

*   ****First Contact Resolution (FCR) Rate**** — Available in the standard Team report but cannot be added to custom report charts. As a workaround, add a conversation count chart filtered for FCR conversations and manually compare it to total conversation count.

****Scheduled reports vs. data exports:****

*   ****Scheduled reports**** send a link to the Kustomer platform where recipients can view the report's charts. They are not CSV files and cannot be downloaded as raw data.
*   ****Data exports**** provide raw data in CSV format and can be scheduled. Navigate to ****Reporting > Exports**** to configure a scheduled data export.
*   Standard reports cannot be scheduled — only custom reports support scheduling.

### **Create a report on tag usage**

To build a report showing how many conversations use each tag:

1.  From the left navigation, click ****Reporting****. The Reporting page opens.
2.  Click ****Custom Reports****, then click ****New Report****.
3.  Click ****Add Chart****.
4.  Set the ****Dataset**** to ****Conversations**** and the ****Metric**** to ****Count****.
5.  Set the ****Chart Type**** to ****Table****.
6.  In the ****Segmented By**** field, select ****Tags****.
7.  Click ****Save****.

The report displays a table with each tag and its associated conversation count. You can add date range filters to limit results to a specific time period.

****Rename or edit a custom report****

You can change the name of an existing custom report from the report's edit menu.

To rename a custom report:

1.  From the ****Reporting**** page, locate the report you want to rename.
2.  In the upper right-hand corner of the report, click the ****three-dot menu**** (⋯).
3.  From the dropdown, select ****Edit Chart****. The chart editor opens.
4.  Navigate to the next page of the pop-up. In the report name field, update the name.
5.  Click ****Save**** to apply the change.

****Common custom report examples****

****Track task performance for collaborators****

Kustomer does not have a native First Response Time metric for Tasks. First Response Time applies only to conversations. To measure how quickly collaborators act on assigned tasks, use the ****First Done Time**** metric on the ****Task**** dataset instead. This metric measures the time from task creation to when the task was first marked as done.

To build a task performance report:

1.  From the left navigation, click ****Reporting****. The Reporting page opens.
2.  Click ****Custom Reports****, then select ****Create New Chart****.
3.  Set the dataset to ****Task****.
4.  Select the ****First Done Time**** metric.
5.  Set the ****Time Attribution**** to the desired date range.
6.  Add filters or grouping by assignee as needed.

****Note:**** ****First Done Time**** measures elapsed time from creation to first completion. ****Last Done Time**** measures time to the most recent completion (relevant if a task is reopened). Business Time variants exclude non-business hours.

****Count email replies per agent****

To build a report showing how many emails each agent replied to:

1.  From ****Custom Reports****, click ****Create New Chart****.
2.  Set the dataset to ****Message****.
3.  Select ****Count**** as the metric.
4.  Set ****Time Attribution**** to ****Created At****.
5.  Set ****Aggregated by**** to ****Distinct****, then ****Distinct by**** to ****Created By****.
6.  Add the following filters:
    *   ****Auto**** = `False` (exclude automated messages).
    *   ****Direction**** = `Out` (outbound messages only).
7.  Optionally add ****Channel**** = `Email` and ****Direction Type**** = `Followup Out` or `Response Out` to count only replies (exclude initial outbound messages).