Custom Reports provides a total of 9 different chart types.
Suitable for observing changes over time (trends) or comparing values between multiple items.
Components
Metric: Select the value to be represented by the height of the bars. (Y-axis)
Horizontal Axis: Select the criteria for arranging the bars. (X-axis)
Chart Group: Select this to view bars divided into groups.
Chart Options:
Display Stacked Values: Select to see the total sum for each chart group.
Compare with Previous Period: Visually contrast increases or decreases compared to the same previous period.
Data Labels: Display exact numerical values as text above the bars.
Display Goal: Display a set goal value as a horizontal line.
Examples
Tracking the trend of daily inbound consultations
Metric: Inbound consultations
Horizontal Axis: Time - Daily
Comparing monthly CSAT scores
Metric: CSAT score (%)
Horizontal Axis: Time - Monthly
Suitable for reading long item names at a glance or comparing rankings between multiple items.
Components
Metric: Select the value to be represented by the length of the bars. (X-axis)
Vertical Axis: Select the criteria for arranging the items. (Y-axis)
Chart Group: Select this to view bars divided into groups.
Chart Options:
Display Stacked Values: If divided into chart groups, select to see the total sum per item.
Compare with Previous Period: Visually contrast increases or decreases compared to the same previous period.
Data Labels: Display exact numerical values as text at the end of the bars.
Display Goal: Display a set goal value as a vertical line.
Examples
Checking average response time by consultation tag
Metric: Average response time
Vertical Axis: Consultation tag
Checking CSAT scores by assignee
Metric: CSAT score (%)
Vertical Axis: Assignee (Select display criteria)
Line graphs are ideal for identifying continuous trends and how data changes over time.
Components
Metric: Select the value to be represented by the height of the line. (Y-axis)
Horizontal Axis: Select the criteria for arranging data. Time is primarily used in line charts. (X-axis)
Chart Options:
Compare with Previous Period: Visually contrast increases or decreases compared to the same previous period.
Data Labels: Display values as text at each data point on the line.
Display Goal: Display a set goal value as a reference line.
Examples
Tracking weekly wait time trends and comparing with the previous period
Metric: Consultation wait time
Horizontal Axis: Time - Weekly
Compare with Previous Period: On
Tracking monthly ALF CX score trends
Metric: ALF CX score
Horizontal Axis: Time - Monthly
Pie charts are the best tool for identifying the relative proportion (%) of each item within the total data at a glance.
Components
Metric: The value that determines the size (sum) of the pie. The sum of all slices equals 100%.
Classification Criteria: Decide which category to divide the total data into.
Chart Options:
Data Labels: Display both the proportion (%) and the actual value on each slice.
Examples
Checking transfer rates by assignee
Metric: Assignee transfer rate
Classification Criteria: Assignee
KPI charts are suitable for checking core metrics as quickly as possible without detailed analysis.
Components
Metric: The value displayed in the center of the chart, showing the average data figure for the selected period.
Chart Options:
Compare with Previous Period: Displays the increase or decrease compared to the immediately preceding same period.
Display Goal: Shows a goal value to help track achievement status.
Examples
Viewing CSAT score (%) at a glance
Metric: CSAT score (%)
Compare with Previous Period: On
Display Goal: On
Combo charts display both vertical bars and line graphs together. They are suitable for comparing two different types of metrics on one screen to see how they influence each other.
Components
Metric: Select two metrics to compare in the chart.
First Metric: Displayed as vertical bars, following the left Y-axis.
Second Metric: Displayed as a line graph, following the right Y-axis.
Horizontal Axis: Decide the criteria for arranging the data.
Chart Options:
Data Labels: Display the exact numerical values as text above the bars and lines.
Examples
Comparing daily inbound volume and first response speed
First Metric: Inbound consultations
Second Metric: Time from first inquiry to first response
Horizontal Axis: Time - Daily
Viewing weekly inbound volume and CSAT changes together
First Metric: Inbound consultations
Second Metric: CSAT score (%)
Horizontal Axis: Time - Weekly
Area charts are suitable for viewing cumulative changes over time. The area under the line is filled, making changes in total scale more intuitive.
Components
Metric: The value that determines the height of the line and the size of the filled area. (Y-axis)
Horizontal Axis: Select the criteria for arranging the data. (X-axis)
Chart Group: Select this to divide the area into groups and see changes in the proportion of each item. As groups are added, colored areas overlap or stack.
Chart Options:
Display Stacked Values: If divided into groups, select this to see the trend of the total sum rather than individual proportions.
Data Labels: Display exact values at each data point on the line.
Display Goal: Display a goal value as a reference line.
Examples
Identifying ALF consultations with low ALF CX Scores
Metric: ALF CX Score - Minimum
Horizontal Axis: Time - Daily
How to check: Click 'View Consultation List' to check the corresponding consultations.
Heatmaps show data distribution through color intensity, making it ideal for quickly identifying patterns by day of the week or time of day. This chart is fixed to show day/hour data.
Components
Metric: Numerical data that determines the color intensity of each cell. Lighter or darker cells instantly reveal data flows or unusual changes.
Examples
Identifying peak periods for customer wait times
Metric: Time from chat opening to first response
Tables are used to list multiple metrics at once to accurately compare and analyze detailed figures.
Components
Metric: Data items to be displayed in each column. You can show multiple metrics side-by-side in a row by using '+ Add Metric'.
Row Criteria: The horizontal rows used as the standard for dividing data.
Chart Options:
Compare with Previous Period: Displays current figures alongside the increase/decrease performance from the previous period (Available when the Row Criteria is 'Time').
Display Goal: Indicates goal achievement status via background color (Achieved: Green, Not Achieved: Red).
Examples
Comparing operational performance by assignee
Metrics: Inbound consultations, CSAT score (%), Average response time (excluding non-operating hours), Time to first response after assignee assignment (excluding non-operating hours).
*If you want to check only specific assignees, apply an assignee filter via '+ Add Filter'.
Row Criteria: Assignee