Overview

Custom reports let you build your own reporting views from the same data that powers the built-in report templates. Pick the metrics that matter to your team, filter and break them down, choose how each chart looks, and save the result to revisit and share.

Common use cases:

• Put the handful of metrics your team reviews every week on one page

• Compare metrics side by side, like new conversations against closed conversations

• Break performance down by teammate, team, tag, or a custom attribute

• Build a focused view for one channel, team, or customer segment

Build your report

1. Create a new report

To start creating a new custom report:

1. Go to Dashboard → Reports

2. Click New report

3. Choose Start from scratch, or select a built-in template

Selecting a template opens a preview of its charts. Click Use this template to start your report with those charts already in place - you can rename, remove, or reconfigure any of them. Your changes are saved as your own report; the built-in template itself stays unchanged.

Give the report a title and, optionally, a description so teammates understand what it shows at a glance.

2. Add charts

To start adding charts to your custom report:

1. Click ‘Add chart ‘ to open the chart picking panel. You can add charts in two ways:

   • Chart templates: search the catalog of prebuilt charts, then click one or drag it onto the report

   • Create your own: opens the chart builder with a blank chart

2. Arrange and edit charts - On the report canvas, drag charts to rearrange or resize them, and hover a chart to edit, duplicate, or delete it.

3. Add banners - Choose Banner to add a text block to the canvas. Use banners to divide a report into sections or give teammates context about the charts that follow. Edit the text directly on the report and use the toolbar to format it or change its alignment and background.

3. Configure the chart

To configure the chart, click the ‘Edit’ button on it:

1. Name the chart - Give each chart a clear title and, optionally, a description at the top of the builder. Use the description for context that is not obvious from the title, such as the question the chart answers or an important filter.

2. Choose a chart type - At the top of the chart builder, pick a chart type: KPI, Column, Bar, Donut, Line, Combo, Area, Heatmap, or Table. Each type supports its own set of display options.

3. Choose a metric

   • In the Metrics section, choose the metric the chart measures. Metrics are grouped by the dataset they come from, and each shows a short description of what it counts or measures. The full dictionary lives in Reporting metrics and attributes.

   • Under Aggregation, choose how the metric is summarized. The dropdown only shows options supported by the selected metric. Custom report chart types and options explains each aggregation.

4. Apply office hours - For supported time-based metrics, turn on Within office hours to exclude time outside the applicable office-hours schedule.

5. Compare multiple metrics - Click Add metric to compare multiple metrics. Combo charts take exactly two metrics - the first renders as columns, the second as a line, each on its own axis. Click a metric's edit icon to give it a custom legend label.

4. Break down the data

Now you can choose how to break down the data:

1. View by - controls how the chart is organized:

   • Time - group results by hour, day, week, or month across the date range

   • A field - group results by an attribute instead, like assignee, tag, channel, or rating

2. Segment by - For supported chart types, Segment by splits each View by bucket into separate series by another field (e.g. new conversations per week, segmented by channel)

5. Filter the data

Filters work at two levels:

• Chart-level filters - each metric has its own ‘Add filter’ control in the chart builder, scoping just that chart

• Report-level filters - the filtering in the report header applies to every chart in the report

The report-level filter bar only offers attributes that every chart in the report supports.

You can filter by conversation, ticket, teammate, and customer attributes, including custom user and company attributes you send to Featurebase. Use teammate filters to filter by who replied, closed, or was assigned.

6. Set the date range and timezone

Finally, set the date range and timezone for your custom report:

1. Date range - The date range picker in the report header applies to the whole report. Choose a relative range that updates automatically, like Past 4 weeks or Month to date, or a fixed custom range. Individual charts can set their own date range in the chart builder, but the report's date range overrides it.

2. Timezone - Reports use your workspace timezone by default; use the timezone picker in the report header to view the same data in a different timezone.

7. Save the report

Click Save in the header. The Save report dialog confirms the report's name and description and lets you choose who can access it - new reports are private to you unless you grant access. You can change report sharing and access at any time from the Share menu on the saved report.

Manage saved reports

Edit and organize reports

Your saved reports live under Your reports, and reports teammates have shared with you under Shared with you. Open a report to:

• Edit - change the title, description, charts, and filters

• Duplicate - create a copy to build on, from the More actions menu

• Add to favorites - pin the report to your favorites for quick access

• Delete - remove the report permanently

Explore without saving changes

When viewing a saved report, you can apply temporary date and filter changes without affecting what teammates see. Click Reset filters to return to the saved state.

If a chart shows unexpected numbers, see Troubleshooting custom reports.

FAQs