Understanding Reporting in Kustomer

Understanding Reporting in Kustomer

Kustomer offers a full range of standard reports to choose from covering most of the basic areas of the application where you may be interested in key metrics. Understanding the way the standard reports are constructed can help you define what kinds of reports you may want to build for yourself and help you decide which standard reports you need to monitor for performance.

Why don’t the numbers match between my reports for the same time period?

We often get enquiries from our customers as to why reports don’t reflect the same numbers when they run multiple standard reports for the same time period. For example, the standard report Overview offers a number of conversations in the top chart. The SLA’s report also offers a number of conversations in policy also in the top chart. If all of our customer conversations get an SLA applied, shouldn’t these numbers be the same? 

How to drill into chart elements to find the filters

The ability to drill into the reporting objects gives us the opportunity to see the filters behind the reports and understand what metrics each report is providing. Thereby allowing us to understand why the numbers are different and should be. It also allows us to leverage ideas of how we might build additional reports to measure things not included in Kustomer standard reporting. Any chart in Kustomer reporting will allow you to click on specific objects and see the search filters and the list of conversations included in the data presented on the chart. Try clicking on the various elements within any chart to drill down to the conversations represented in the chart and the search behind it.

For Pie Charts you can click on any segment to see the related conversations and search.

Bar charts offer the same drill down capabilities, click on any segment to see the related conversations and underlying search.

Grids also offer drill down capabilities on some of the numbers. Look for the ones in blue and click on them

And finally Line charts can provide drill down capabilities as well.

Once you’ve decided which element and which report you want to understand more about the metrics and filters behind the numbers, go ahead and and hover over that element and click it. This will take you to the underlying data pop-up.

Here you will be able to inspect individual kustomer objects that are represented by the chart element. You can look into specific data elements for deeper dives into what happened in the customer experience. You can also take advantage of the ability to see what search supports this data to understand the metrics and how they are measured. Try clicking the View in Search button on the top right handside.

And that will take us to the search results so we can see the filters/conditions of the search and underlying report metrics.

To see why the SLA report and Overview report provide different results on the number of conversations, we will click on both reports charts elements and see the search.

Here are the metrics for the Overview.

This allows us to see the metric that is being measured and reported. Note that this report is filtering conversation based on the timeframe of the First Message Sent In.

Here are the metrics for the SLA reports:

Note that for the SLA report we are filtering on a completely different metric against conversations. The SLA report filters on the First Breach At.

So if the reports are run for the same timeframe the number of conversations listed and represented in the Overview report and SLA’s report will not match up. The events being measured are different and this can be exposed by the searches behind the data.

Exposing the searches behind standard reports can also help with providing insights and ideas on what kind of reporting you want beyond what is offered in the baseline reports.

As you move forward in your journey with Kustomer reporting feel free to reach out to our Support team to help with your questions and new custom report development needs.