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Crafting Custom Reports


Good data starts with asking good questions. With Custom Reports, we’ve made it easier for you to drill down to the metrics you need.

In this article

  • Creating a New Report 
  • Configuring Charts
  • Updating Reports
  • Editing and Deleting Reports

Creating a New Report 

To create a customized report, go to Analytics > Custom Reports and select ‘Create New’. A menu will appear. Give your report a name and description.
In ‘Select report type’, choose which type of data you’d like to use in the report. Choose from three options: 

  • Conversations - see conversation data, including information about the contact and visit
  • Operator - see information about your operators, including average response and rating 
  • Contact - see information about contacts including demographic, custom attributes, device information, and third-party app involvement

Configuring Charts

Once you’ve selected your report type, select the type of chart you want to create.

Step 1: Name the chart

Step 2: Add fields from the ‘Select Your Data Fields / Columns’ by clicking on ‘+ Add More Data Fields’. Acquire uses fields to track visitor and agent interactions. Create new fields in Custom Attributes.

Step 3: Aggregate field data by using the dropdown menus. There are three options: 

  • Distinct Count - Counts the number of distinct values available in that column
  • Group By - Groups rows that have the same values into aggregate rows, such as "find the number of customers in each country" 
  • Sum - Adds up the total number of values for a column, such as “find out when average wait times start to negatively impact feedback” 
  • Average - Averages numerical values, such as “average response times across departments”
  • None - Shows the actual value of the field for every row. Recommended for tabular charts such as “show the sites that users are coming from.”

Step 4: Select a data visualization. Depending on the data you’re analyzing, our system will select viable graphs and charts. The options are: 

  • Table 
  • Pie chart
  • Bar graph
  • Line graph
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Once you’ve finalized the data and graph type, hit ‘Save’. 

Updating a Report

Add or delete data fields and use filters to find relevant data.

Do you need to add or delete a data field? Select the ‘Data Columns’ button. From this menu, you can add new fields or delete ones that are no longer needed. 


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Use the ‘Filters’ button to add conditions to the data in the report. For example, if you created a report for the number of emails your operators sent, you may want to view only the emails that an agent, department, or country sent on a certain date. 

Editing and Deleting Reports

Sometimes, you need to change or delete reports. To do so, click on the three dots (‘...’) next to the report’s name. 


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You’ll have the option to edit or delete the report.

Change the report’s name and description by selecting ‘Edit’. To change the data displayed in the report, refer to the ‘Updating a Report’ section of this article.

We’re constantly updating our analytics pages to provide you with the type of data you need. Have a suggestion? Reach out to support@acquire.io.


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