Business Insights - Custom Fields Report

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The Custom Fields report in Business Insights provides metrics around Custom Field activity, applied by agents manually or through workflow rules and macros. You’ll see statistics for each custom field applied during the time period you’ve specified. Not only are you able to look at the metrics for individual custom fields, but you’ll be able to look at how custom fields and labels (using Filters) were applied together to understand complex issue/product relationships.

Note: The Custom Fields Report only reports on list type custom fields.

Sites on the Pro plan and above will default to the Dashboard Report. Otherwise, you should see the Overview Report instead. To access this report, click on the Dashboard Report or Overview Report drop-down menu, then select Custom Fields. You may also want to set the date range for the reporting period, next to the report type drop-down menu.


Once the report loads you'll see a graph with each channel where you can selectively turn them on and off by clicking their names at the top of the graph, just as in the Overview report. You can also isolate a single channel by clicking on that channel’s bar within the bar chart. Below the graph will be a list of your custom fields with the individual metrics for each group.

You can also click each column heading to sort your report by that metric. You'll see the graph adjust to focus on that specific set of statistics. The example below has been sorted by Resolved Cases With Custom Field.

Advanced Report Filtering, accessed via the + ADD FILTERS link in the upper left portion of the report enables you to specify additional parameters to include or exclude from your reports. The options available include Groups, Agents, Labels, Macros and Priority just to name a few.  Filtering also allows you to look at complex relationships between different business attributes.

You can also choose to "include" or "exclude" in your filter:

Now click on the Channels Drop Down to choose how you want to filter your report:

You can click on any of the metrics in the table and the Case Level Report will load and display the specific cases that were used to calculate that metric.  You’ll be able to click on the column headings to sort the report by that specific metric, and you’ll be able to click on the case ID to load that case in the Agent panel.

Once you’ve configured your report to the way you like it (date range, channels, graphed metric), you can Save Reports as Favorites by clicking on the left-hand button in the upper-right corner. This will allow you to retrieve that specific report at any time in the future with just a couple of clicks.

Once a report is saved, you will find it on the main report drop down menu:

The Export & Share functionality, accessed similarly to Favorites. For Export & Share click on the middle button in the upper left corner.

This feature allows you to access the report data for use in a spreadsheet or other analytical tool, or to share a report link with another user, which will display the report exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

The report will show exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

Export and Share includes 3 options:

Download: download a .csv file of the data in the report

Email: send a .csv file of the report’s data to another

Link: copy a link that you can send to another user which allows them to see the report as you’ve configured it


Want to know more about the metrics covered in our Custom Fields report? Check out our Metrics Glossary.