Custom reports
The built-in dashboards are great for the basics. For team-specific or stakeholder-specific reports, build custom ones.
In this guide:
- Open the report builder
- Pick metrics
- Pick dimensions
- Apply filters
- Save and share
Step 1: Open the report builder
Analytics → Custom reports → New report.
Screenshot: The custom report builder with metric and dimension pickers.
Step 2: Pick metrics
Metrics are the numbers you want to see:
- Conversation count
- Message count
- Unique users
- Resolution rate
- Escalation rate
- CSAT average
- Avg handle time
- Improve rate
- Action call count
- … and more depending on plan
Pick one or many. Each becomes a column or chart series.
Step 3: Pick dimensions
Dimensions are the axes you slice by:
- Time (day / week / month)
- Chatbot
- Channel
- Tag
- Agent
- Resolution code
- Customer segment
A report with metric “Conversation count” and dimension “Channel” gives you conversations broken down by channel.
Step 4: Apply filters
Same filters as the rest of analytics — date range, channel, chatbot, tag, identity source.
Step 5: Pick a visualization
- Table — raw rows.
- Bar chart — categorical comparisons.
- Line chart — trends over time.
- Stacked bar — composition over time.
- Heatmap — two-dimensional density.
The builder picks a sensible default; override as needed.
Step 6: Save
Click Save. Pick:
- Name — descriptive (“Weekly support volume by channel”).
- Visibility — private (just you) or organization-wide.
Saved reports appear in the Custom reports index for one-click access.
Step 7: Share
Two options:
- Share link — copy a URL teammates with the right permission can open.
- Schedule email — send the report to specific email addresses on a cadence (daily, weekly, monthly).
Scheduled reports are delivered as PDFs. Useful for stakeholder updates without manual work.
Examples worth building
- Weekly conversations by chatbot — for product reviews.
- Top 20 escalation reasons — for the support team’s weekly retro.
- Resolution rate by hour of day — find understaffed time windows.
- Improve-rate by knowledge source — which sources are causing wrong answers.
- CSAT trend by channel — is the WhatsApp experience as good as the web one?
Permissions
analytics.read— to view reports.analytics.create— to build and save.analytics.share— to make reports visible org-wide.