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
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.
How to create custom metrics?
Goto Analytics tab from your left menu
Click Settings icon on the top-right corner
Select “Custom Metrics” from the side menu
Click on “Create Metric” to start creating your custom metrics by using a combination of functions or operators
- 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.
Click “Save Metric” once done
Use this custom metric for creating widgets or wherever required
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
Freshservice: An IT Manager can directly create a custom metric for reopened tickets as a percentage (instead of a number) using the following formula:
Reopened tickets percentage = (Reopened tickets / Count of tickets)*100
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