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Analytics Settings

Settings β†’ Analytics is where you build the parts that analytics are made of: metrics with filters, custom metrics (formulas), custom field metrics, templated metrics and one-metric widgets for wallboards. The analytics themselves are created in Reporting β†’ Analytics.

All of this is documented in one place, on the Analytics page. The sections below link to the relevant part. For which KPIs you need to build yourself, see How Reporting Works.

Create a New Analytic/Edit Analytic

See Analytics – Create a New Analytic.

Select Metrics

See Analytics – Select Metrics.

Open an Analytic

See Analytics – Open an Analytic.

Create Own Metrics Using Filter

Settings β†’ Analytics β†’ Metrics: a default metric narrowed down by filters, for example Call count for incoming calls only. See Analytics – Create Own Metrics Using Filters.

Create Custom Metrics

Settings β†’ Analytics β†’ Custom Metrics: a formula over other metrics, for example an abandon rate. See Analytics – Create Custom Metrics.

One Metric Widget

Settings β†’ Analytics β†’ One metric widget: a single number for a wallboard, with colour thresholds. See Analytics – One Metric Widget.

Custom Field Metrics

Settings β†’ Analytics β†’ Custom Field Metrics: the sum, average, minimum or maximum of a numeric custom field on CRM records, tickets or campaign records. See Analytics – Custom Field Metrics.

Templated Metrics

Settings β†’ Analytics β†’ Templated Metrics: several metrics shown together with your own text, without calculation. See Analytics – Templated Metrics.