A curated experience is the only way through which businesses can unlock the full value and potential of products and the features. Freshworks Analytics has Custom Attributes which can make data visualisation through grouping, a tailormade experience.
Let's begin with the basics.
What is an attribute?
An attribute is a number or a text or boolean property that you can use to filter or group metrics by. E.g. ticket source, employee department.
Custom Attributes
Just like metrics, you can now customize the way you want to group and view your data with the help of custom attributes. They can also be grouped by basic arithmetic operations or other functions across categories as follows:
FUNCTIONS  Command  Meaning 
Date  fx DATEDIFF_SECONDS  Returns the difference between X and Y in seconds, X being the later date and Y being the earlier date 
 fx DATEDIFF_MINUTES  Returns the difference between X and Y in minutes, X being the later date and Y being the earlier date 
 fx DATEDIFF_HOURS  Returns the difference between X and Y in hours, X being the later date and Y being the earlier date 
 fx DATEDIFF_DAYS  Returns the difference between X and Y in days, X being the later date and Y being the earlier date 
 fx DATEDIFF_WEEKS  Returns the difference between X and Y in weeks, X being the later date and Y being the earlier date 
 fx DATEDIFF_MONTHS  Returns the difference between X and Y in months, X being the later date and Y being the earlier date 
 fx DATEDIFF_YEARS  Returns the difference between X and Y in years, X being the later date and Y being the earlier date 
 fx SECOND  Returns X with seconds as the unit 
 fx MINUTE  Returns X with minutes as the unit 
 fx HOUR  Returns X with hours as the unit 
 fx DAY  Returns X with days as the unit 
 fx MONTH  Returns X with months as the unit 
 fx YEAR  Returns X with years as the unit 
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 
String  fx CONCAT  Returns a string that is basically X1, X2, X3 strung together. Example CONCAT (Down, To, Boogie) will return 'DownToBoogie' as a value 
 fx LEFT  Returns a string that starts from a number of characters (n) from the beginning of X. Example LEFT (STRING, 1) will return 'TRING' 
 fx RIGHT  Returns a string that starts from a number of characters (n) from the end of X. Example RIGHT (STRING, 1) will return G 
 fx LENGTH  Returns the number of characters in X Example LENGTH (STRING) will return 5 
 fx LTRIM  Returns the string X with leading spaces removed Example LTRIM ( STRING) will return 'STRING' 
 fx RTRIM  Returns the string X with trailing spaces removed Example RTRIM (STRING ) will return 'STRING' 
 fx LPAD  Returns the string with empty leading space padding on the left, based on given length. Example LPAD(STRING, 2) will return ' STRING' 
 fx RPAD  Returns the string with empty trailing space padding to the right, based on given length. Example RPAD (STRING, 2) will return 'STRING ' 
 fx REPEAT  Returns the string X repeated n times. Example REPEAT (STRING, 2) will return 'STRINGSTRING' 
 fx REVERSE  Returns the string X in reverse. Example REVERSE (STRING) will return 'GNIRTS' 
 fx SUBSTRING  Returns a substring of X, beginning from position 'n'  counted from left to right. Example SUBSTRING (STRING, 2) will return 'RING' 
 fx TRIM  Returns X with leading and trailing whitespace removed Example TRIM ( STRING ) will return 'STRING' 
Logical  fx BETWEEN  Returns 1 if X is between Y and Z Example BETWEEN (2, 1, 3) will return 1 
 fx NOTBETWEEN  Returns 1 if X is not between Y and Z Example NOTBETWEEN (1, 2, 3) will return 1 
 fx ISNULL  Returns 1 if X is null, else 0 Example ISNULL (CLOSE DATE) 
 fx ISNOTNULL  Returns 1 if X is not null, else 0 Example ISNOTNULL (CLOSE DATE) 
OPERATORS 


 +  Addition 
   Subtraction 
 *  Multiplication 
 /  Division 
 %  Modular Division 
Navigation:
Goto Analytics tab from your left menu
Click Settings icon on the topright corner
Select “Custom Attributes” from the side menu
Click on “Create Attribute” to start creating your custom metrics by using a combination of functions or operators
Click “Save Attribute” once done
Use this custom attribute to view the metrics the way you would like to
Examples:
Freshdesk:
If you want to group data by just the month of the resolution date, you can do so by creating a custom attribute as follows:
Month(Resolution due by)
Freshservice: To determine the total ticket resolution time, you can do as follows:
DATEDIFF_DAYS(Created date,Resolved date)
Freshsales: To identify the delay in sales activity, you can apply the following:
DATEDIFF_DAYS(Due date,Completed date)
Similar article: Creating Custom Metrics
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