We at Freshworks believe that there can never be 'one size fits all' and our features are representative of the same. In a bid to make report-making more customisable to suit your business needs, Freshworks Analytics has Custom Metrics.


Let’s get started with understanding the basics


What is a metric?

A metric is a number property that you can measure or operate on. 

E.g. Tickets, Agent Reply Count etc


Custom Metrics

Although Freshworks Analytics offers an extensive list of default metrics, there can be scenarios where these metrics may not be fulfilling an organization or a particular user role’s requirement.

 

But not anymore!

 

Custom metrics are here to create a much more curated experience for your organization. You can now create custom metrics using single arithmetic operations or even complex functions.


FUNCTIONS

Command

Meaning

Number




fx CEIL

Returns the least integer greater than or equal to X

Example

CEIL (2.5) is 3


fx FLOOR

Returns the largest integer lesser than or equal to X

Example

FLOOR (2.5) is 2


fx ROUND 

Rounds the number up to nearest integer value.

Example

ROUND (2.5) is 3


fx EXP

Returns the value of e (Euler's number) to the power of X

Example

EXP (2) is 7.38906


fx GREATEST

Returns greatest value among all fields

Example

GREATEST (1, 2, 3) returns 3


fx LEAST

Returns least value among all fields

Example

LEAST (1, 2, 3) returns 1


fx LN

Returns the value of natural logarithm function of X (base e logarithm of X)

Example

LN (2) is 0.6931471805599453


fx POWER

Returns value of X to the power of Y

Example

POWER (2, 3) will return 8


fx SQRT

Returns the value of square root of X.

Example

SQRT (4) will return 2

Aggregator




fx AVG

Returns the average value of a numeric expression X

Example

AVG ( Number )


fx MAX

Returns the maximum value of a numeric expression X

Example

MAX ( Number )


fx MIN

Returns the minimum value of a numeric expression X

Example

MIN ( Number )


fx SUM

Returns the sum value of a numeric expression X

Example

SUM ( Number )

OPERATORS




+

Addition


-

Subtraction


*

Multiplication


/

Division


%

Modular Division


 

How to create custom metrics?

  1. Goto Analytics tab from your left menu

  2. Click Settings icon on the top-right corner

  3. Select “Custom Metrics” from the side menu 

  4. Click on “Create Metric” to start creating your custom metrics by using a combination of functions or operators

  5. Once you come up with your formula, you can test it by clicking on 'Check syntax'. If your formula is correct, there will be a green 'Valid' that will appear to the left of the 'Check syntax' button. You can also see a preview of your result in the 'Preview' window.

  6. Click “Save Metric” once done 

  7. Use this custom metric for creating widgets or wherever required


Examples:

Freshdesk:

A support agent may want to track a metric like “Total Replies” which would be a combination of both “Agent Replies” and “Customer Replies”. He can now create a custom metric, on his own, by using operators as follows:

Total Replies = Agent reply count + Customer Reply count



Freshsales: A Sales Manager can measure average revenue per employee directly through a custom metric as shown below:

Average Revenue per employee =  Sum (Annual Revenue) / Number of employees


Similar article: Creating Custom Attributes


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