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Custom Reports
When the pre-built reports do not answer your specific questions, use the Custom Report Builder to create your own. Define exactly which metrics you want to track, how data should be grouped, and how results should be visualized.
Opening the Report Builder
Navigate to Monitoring > Reports and click Create Custom Report in the top-right corner. The builder opens with a blank report canvas and a configuration panel on the right.
Selecting Metrics
Metrics are the numerical values your report measures. Add one or more metrics from the available list.
| Category | Available Metrics |
|---|---|
| Conversations | Total conversations, containment rate, escalation rate, avg duration, abandonment rate |
| Satisfaction | Avg CSAT score, CSAT response rate, promoter percentage |
| Tools | Execution count, success rate, avg response time, error count |
| Voice | Total calls, avg call duration, IVR completion rate, transcription accuracy |
| Performance | Avg first response time, avg bot response time, messages per conversation |
To add a metric, drag it from the panel into the metrics area or click the + button and select from the dropdown.
Custom report builder showing metric selection panel on the right, dimension and filter controls, and a live chart preview on the main canvas area
TIP
You can add up to 10 metrics to a single report. For readability, keep reports focused on 3-5 related metrics rather than combining unrelated data.
Choosing Dimensions
Dimensions define how your data is grouped. Every metric is broken down by the dimensions you select.
| Dimension | Groups Data By |
|---|---|
| Bot | Individual bot name |
| Channel | Delivery channel (web, SMS, WhatsApp, voice) |
| Date | Day, week, or month (granularity adjusts with range) |
| Hour of Day | Hour (0-23) for identifying peak times |
| Day of Week | Day name for weekly patterns |
| Outcome | Conversation outcome (completed, escalated, abandoned) |
| Tool | Specific tool name |
Select a primary dimension for the X-axis and an optional secondary dimension for grouping or stacking.
Applying Filters
Filters narrow the dataset before metrics are calculated. You can combine multiple filters with AND logic.
| Filter | Options |
|---|---|
| Date Range | Preset ranges or custom start/end dates |
| Bot | One or more specific bots |
| Channel | One or more channels |
| Outcome | Completed, escalated, abandoned |
| Min Duration | Exclude conversations shorter than a threshold |
| Max Duration | Exclude conversations longer than a threshold |
Filters are applied before aggregation, so they affect all metrics consistently.
Chart Type Selection
Choose how your report is visualized. The available chart types depend on the dimensions you selected.
| Chart Type | Best For |
|---|---|
| Line Chart | Trends over time (requires a date dimension) |
| Bar Chart | Comparing values across categories (e.g., by bot or channel) |
| Stacked Bar | Showing composition across categories with a secondary dimension |
| Donut Chart | Displaying proportions of a single metric across a dimension |
| Table | Exact values when precision matters more than visual trends |
| Heatmap | Two-dimensional patterns (e.g., hour of day vs day of week) |
The builder shows a live preview of your chart as you configure metrics, dimensions, and chart type.
Chart type picker showing line chart, bar chart, stacked bar, donut chart, table, and heatmap options with a live preview of the selected chart type
Saving a Report Definition
Once your report is configured:
- Click Save in the top-right corner.
- Enter a name and optional description for the report.
- Choose a folder (or create a new one) to organize your saved reports.
Saved reports appear in the My Reports tab on the Reports Dashboard. You can edit, duplicate, or delete them at any time.
WARNING
Deleting a saved report also cancels any scheduled deliveries associated with it. Make sure no stakeholders depend on scheduled copies before deleting.
Scheduling Report Delivery
Automate report generation and delivery on a recurring schedule.
- Open a saved report and click Schedule.
- Configure the delivery settings:
| Setting | Options |
|---|---|
| Frequency | Daily, weekly, or monthly |
| Day / Time | Specific day of week (for weekly) or day of month, and time of day |
| Format | CSV, PDF, or both |
| Recipients | Email addresses of team members who should receive the report |
- Click Save Schedule. The report runs automatically at the configured time and is emailed to all recipients.
Sharing Reports
Share report definitions with other users in your workspace.
- View Link -- Click Share and copy the link. Any workspace user with access to monitoring can open it.
- Export Definition -- Export the report configuration as JSON to import into another workspace.
- Team Folder -- Save the report to a shared folder so all team members can find and run it.
Next Steps
- Reports Dashboard -- Browse pre-built reports
- Tool Analytics -- Dedicated tool performance monitoring
- Analytics Dashboard -- Return to the KPI overview