Custom Reports allow you to build your own personalized statistical dashboards by combining the metrics that matter most to your business.
With Custom Reports, you can add multiple charts to a single report, providing a comprehensive overview of your key performance indicators (KPIs) at a glance.
Plan Availability
The number of reports you can create depends on your subscription plan:
Free & Early Stage Plans: Custom Reports are not available.
Growth Plan: Up to 2 reports.
Enterprise Plan: Up to 1,000 reports.
In this guide, we will walk you through the step-by-step process of creating a report from scratch, using two of the most commonly used charts in customer support centers as examples.
Navigate to [Statistics] - [Chat Statistics] - [Custom Report].
Click the [+ Create Report] button in the top right corner.
You can either apply a pre-built template or select "Create New" to start from scratch.
There are two ways to build your report:
Create New: Click [Create New] on the right side of your report to add a custom chart.
Custom Report Recipes: Use our "Recipes" to instantly view popular data sets without having to configure them manually.
Note: You can add up to 30 charts per report.
You can customize your report by choosing from various chart types that suit your goals. For detailed descriptions of each chart type, please refer to our Chart Types & Options Guide.
Step 1. Add Chart → Create New Open your report and select Line Chart from the [Create New] menu on the right.
Step 2. Set Metrics In the right-hand menu, select "Inbound Chats" under the Metrics section.
Step 3. Configure Filters, Additional Metrics, X-Axis, and Groups Customize your chart by adding metrics or applying filters:
Filters: View specific data, such as a particular team or chat tag.
Additional Metrics: Add multiple metrics to compare them within a single chart.
X-Axis: Choose the data to be displayed on the horizontal axis. If you select "Chat Tags," you can filter for specific tags.
Chart Groups: Group your data for better visualization (e.g., grouping by Team).
Case 1: Inbound Chats by Team
Metric: Inbound Chats (Filter: Chat Team)
Additional Metric: Inbound Chats (Filter: Phone Team)
X-Axis: Time
Chart Group: None
Case 2: Multi-Team Overview
Metric: Inbound Chats
X-Axis: Time
Chart Group: Team
Step 4. Configure Chart Options
Compare with Previous Period: Compare current data with the same duration immediately preceding it (e.g., comparing the last 7 days with the 7 days before that).
Data Labels: Display actual numerical values on each data point.
Show Goals: Set and track custom targets directly on the chart.
Step 5. Save Enter a chart title and click Save. Important: After saving the chart, make sure to save the entire report as well.
Step 1. Add Chart → Create New Select Table from the [Create New] menu.
Step 2. Set Metrics Select "CSAT Score (%)" from the Metrics menu.
Step 3. Add Detailed Metrics You can break down CSAT scores for more detail:
Click Add Metric, select "CSAT Response," and then choose "Count."
To see the distribution (e.g., 5-star ratings):
Title: 5 Stars
Metric: CSAT Response (Count)
Filter: CSAT - Equals - 5
Repeat this for scores 1 through 4.
Step 4. Set Row Criteria Change the row criteria to view CSAT scores by Assignee, Team, or Chat Tag.
You can rearrange and resize charts using drag-and-drop. Customize the layout to create the most effective dashboard for your needs.
Once you have finished configuring your report, you must click Save to keep your changes. Don't forget to give your report a clear, descriptive name.
Enhance Readability: Use the [Component: Text Box] to add context or headers to your report.
Global Filters: Changing the date filter at the top of the report applies it to all charts within that report simultaneously.
Simultaneous Editing: If multiple users edit the same report at once, the final state will be determined by whoever clicks "Save" last.