How to Create Custom Reports and Dashboards

Need specific data that isn't in our pre-built dashboards? No problem. Here's how to create your own custom reports and dashboards to get exactly the insights you need.

Creating Custom Reports

Step 1: Start a New Report

1. Go to the Reports section in the left sidebar
2. Click the Create Report button in the top right
3. You'll land on the report builder page

Step 2: Choose Your Metrics

1. Click + Add metric to start building your report
2. Use the search bar to find specific metrics or browse the categories:
• Conversation Volume & Flow - New conversations, closed conversations, backlog, etc.
• Agent Performance - Response times, resolution rates, CSAT scores
• Self-Service - Automation metrics and topic breakdowns
3. Select the metrics you want to include - you can add multiple metrics to one report

Step 3: Customize Your View

• Add filters: Click + Add filters to narrow down your data (by date range, agent, channel, etc.)
• Choose breakdown: Use the "Breakdown by" dropdown to segment your data (by agent, channel, topic, etc.)
• Pick visualization: Switch between different chart types using the icons on the right:
• Bar charts
• Line charts
• Tables
• KPI cards
• Heatmaps

Step 4: Save Your Report

1. Once your report looks good, click Save
2. Give it a clear title that describes what it shows
3. Add an optional description to help others understand its purpose
4. Hit Save and your custom report is ready to use

Creating Custom Dashboards

Step 1: Start a New Dashboard

1. Click Custom Dashboard in the left sidebar
2. You'll see an empty dashboard canvas

Step 2: Add Reports to Your Dashboard

1. Click Add report in the top right
2. A popup will show all available reports (both system defaults and your custom ones)
3. Use the search bar to find specific reports
4. Click the + button next to each report you want to add
5. Hit Save to add them to your dashboard

Step 3: Organize Your Layout

• Add text cards: Click Add text card to include headers, notes, or explanations
• Drag and resize: Move report widgets around to organize your layout
• Add sections: Use text cards as section headers to group related reports

Step 4: Save Your Dashboard

1. Click Save in the top right
2. Give your dashboard a descriptive name
3. Add a description explaining what it's for and who should use it
4. Hit Save

Pro Tips

For Reports:

• Start simple - add one metric first, then build complexity
• Use filters to focus on specific time periods or teams
• Test different visualization types to see what tells your story best
• Name your reports clearly so others can find and use them

For Dashboards:

• Group related metrics together logically
• Use text cards to add context and explain what people should look for
• Don't overcrowd - it's better to have focused dashboards than kitchen sink ones
• Think about your audience - what do they need to see at a glance?

When to Create Custom Reports:

• You need a specific metric combination that doesn't exist in the pre-built dashboards
• You want to filter data in a way that's not available elsewhere
• You're doing regular analysis that requires the same data cuts every time
• You need to share specific insights with stakeholders who don't need the full dashboard view

When to Create Custom Dashboards:

• You want a focused view for a specific role or team
• You need to combine reports from different areas into one strategic view
• You're presenting to executives and need a clean, targeted summary
• Different teams need different combinations of the same underlying reports

Remember: Custom reports and dashboards are powerful, but don't go overboard. Start with what you actually need, and add complexity only when it serves a real purpose.

On this page

• How to Create Custom Reports and Dashboards
• Creating Custom Reports
• Step 1: Start a New Report
• Step 2: Choose Your Metrics
• Step 3: Customize Your View
• Step 4: Save Your Report
• Creating Custom Dashboards
• Step 1: Start a New Dashboard
• Step 2: Add Reports to Your Dashboard
• Step 3: Organize Your Layout
• Step 4: Save Your Dashboard
• Pro Tips