Overview

Every chart in a custom report visualizes one or more reporting metrics. In the chart editor, you can choose from 9 chart types and configure the metrics, aggregations, filters, breakdowns, and display options.

You can change a chart's type at any time without rebuilding it, and drill in to the underlying rows from any chart.

Chart types

KPI

A KPI shows one metric as a single value using one aggregation for the selected period. Use it for a quick summary without a breakdown, such as median first response time or total conversations. Compare to previous period is on by default.

• Shows one metric with no View by or Segment by

• Options: Show target

Column

A column chart compares data over time or across categories. Break it down by a reporting attribute, including a custom user or company attribute, segment it by another, or compare several metrics side by side.

• Supports up to 20 metrics

• Options: Stacked, Show relative values, Show data labels, Show target

Bar

A bar chart compares one metric across categories. Its horizontal layout works well for longer labels, such as tags or teammate names.

• Shows one metric

• Options: Stacked, Show data labels

Donut

A donut shows how one metric is distributed across categories, such as conversations by channel or ratings by label. Choose one category in View by. Donut charts cannot be segmented further.

• Shows one metric

• Options: Show data labels

• Does not support View by time, Compare to previous period, Stacked, Show relative values, or Show target

• Automatically combines values outside Show top into an Other group

Line

A line chart shows how metrics change over time.

• Supports up to 20 metrics as separate lines on the same axis

• Options: Show data labels, Show target

Combo

A combo chart compares exactly two metrics with different units or scales. The first appears as columns on the left axis and the second as a line on the right axis. Combo charts do not support Segment by.

• Requires exactly two metrics

• Options: Show data labels

Area

An area chart shows changes over time while emphasizing volume. Turn on Stacked to see how parts build up to a total.

• Supports up to 20 metrics

• Options: Stacked, Show relative values, Show data labels, Show target

Heatmap

A heatmap shows how one metric varies by hour and day of the week, making peaks easy to spot. Its time layout is fixed, so it does not support other breakdowns, segmenting, or previous-period comparison.

• Shows one metric

• Options: Show data labels

Table

A table shows exact values broken down by time or an attribute. Add up to 10 metric columns, then click a column heading to sort the rows.

• Supports up to 10 metrics

• Options: Show target, Show summary row

Chart options

Use these options to control how a chart measures and presents its data:

• Aggregation methods - choose how each metric is summarized

• Time period comparison - compare the selected period with the one immediately before it

• Targets - compare results against a value you set

• Relative stacked charts - show each group's percentage of the total

• Table summary row - summarize additive metric columns

Aggregation methods

Every chart plots at least one metric. Aggregation controls how each metric is summarized inside a time bucket or group:

• Count counts rows, like conversations created

• Average adds the values and divides by the number of values

• Median is the middle value after sorting the values

• Minimum and Maximum return the smallest and largest values

• Percentile returns the value at a point from 1 to 100, defaults to 95, and is available only on duration metrics

• Sum adds the values together where a total is meaningful

• Range is the maximum minus the minimum

• Percentage and rate metrics show their calculated value and do not offer other aggregations

Aggregations are defined per metric, so the dropdown only shows the ones that apply. Featurebase calculates them after report and chart filters, separately within each time bucket and breakdown group.

Each metric can use its own filters, letting you compare filtered versions of the same metric. For supported duration metrics, turn on Within office hours to count only time inside your office hours.

View by and Segment by

‘View by’ organizes the chart by a time interval (Hour, Day, Week, or Month) or an attribute such as channel, tag, or a teammate attribute.

‘Segment by’ splits each View by bucket into separate series using a second attribute. For example, view conversations by week and segment by channel.

Donut charts support one ‘View by’ layer and cannot use ‘Segment by’.

Use ‘Show top’ to display the top 5, 7, 10, 15, or 20 groups, ranked by the chart's metric and aggregation. Donut charts automatically combine the remaining values into an Other group so all values are represented. Other chart types do not support the Other grouping.

Compare to previous period

Turn on ‘Compare to previous period’ to show the selected period alongside the one immediately before it.

Display options

Use the Options tab to customize the chart. Available options depend on the chart type:

• Stacked - place series on top of each other instead of side by side

• Show data labels - display values directly on the chart

Targets

Turn on ‘Show target’ to compare results against a value you enter, such as a first response time goal. Targets are available on KPI, column, line, area, and table charts.

Table charts use conditional colors to show whether each value is above or below the target. The favorable side depends on the metric - higher is better for metrics such as closed conversations, while lower is better for metrics such as first response time.

Relative stacked charts

Turn on ‘Stacked’, then ‘Show relative values’, to show each group's percentage of the total. Relative values require a field in View by or Segment by and are available on column and area charts.

Table summary row

Turn on Show summary row to add a Summary row to a table. It adds together additive metric columns, while columns that cannot be summed show a dash.

FAQs