Analytics & Reporting4 min readUpdated January 2026
Custom Report Builder
Create tailored reports with exactly the metrics, filters, and visualizations you need. Save them for quick access or schedule automatic delivery.
Building a Custom Report
- 1
Navigate to Reports → Custom → New Report
- 2
Choose your data source
Tickets, Customers, Agents, or Conversations
- 3
Select metrics and dimensions
What to measure and how to group it
- 4
Add filters
Date range, teams, tags, status, etc.
- 5
Choose visualization
Table, line chart, bar chart, pie chart
Available Metrics
📊 Counts
- • Ticket count
- • Customer count
- • Reply count
- • Unique agents
⏱ Time Metrics
- • First response time
- • Resolution time
- • Handle time
- • Wait time
📈 Percentages
- • CSAT score
- • SLA compliance
- • Reopen rate
- • One-touch rate
🔢 Aggregations
- • Sum, Average, Median
- • Min, Max
- • Percentile (p50, p90, p99)
Dimensions (Group By)
DateWeekMonthAgentTeamChannelPriorityStatusTagCustomerOrganization
Scheduling
Automatically email reports to stakeholders:
Daily
Every day at 8am
Weekly
Every Monday at 8am
Monthly
1st of month at 8am
💾 Save & Share
Save reports to your dashboard for quick access. Share with team members by adding them as viewers or editors in the report settings.