Required Permissions Level: Administrator
We've added the ability to create calculated fields with your own formula expressions! Custom Calculated Fields delivers the ability for you to define insights and perspectives unique to your organization.
Up to now, the only fields available to work with in dashboards and reports are the data fields that each platform has defined. From our own experience and through listening to our user community, we've endeavored to create many variations of calculated fields to cover the majority of uses — but inevitably, there are unique metrics we cannot provide immediately. Now, each company's administrators can define a calculation that uses values from the standard data source instance fields to show a calculated value that is exactly what your team wants to see, where and how you want to see it, across all dashboards and reports.
After clicking on Admin Tools in the left sidebar menu, select Data Customization on top to go to the page where you can add, define, and manage custom calculated fields:
Once you create a custom field, it will appear with a distinct blue bar on the left side of the value name in your available Values:
Limitations
When creating Custom Calculated Fields, keep the following in mind:
- Custom calculated fields must be based on data collected through Brightmetrics data connections. For example, a calculated field could show how many interactions flowed out of queue data minus callbacks.
- All calculations must be expressible as addition, subtraction, multiplication, and division of existing fields and constant values.
Examples
Percentage of calls abandoned after a wait threshold
This is defined as the number of interactions abandoned after waiting a set period of time, out of the total number of queued interactions, excluding those abandoned within that period.
Percentage of time on break
Cost multiplier
Similar to expressing a CCF value as a percentage, checking this configuration box will allow you to see the results of your calculation expressed as cost per minute. This is used to build call cost reports based on flat/fixed charge rates.
You do not need to build a divide by 60 into your equation — this will be done automatically for any CCF equation with this configuration box checked.
Displaying calculated fields as time metrics
When creating a Custom Calculated Field that represents a time-based metric (such as Average Speed of Answer), Brightmetrics may display the result as a numeric value instead of a formatted time duration.
To force the calculated field to be treated and displayed as a time metric, add / 1 to the end of the calculation:
Although dividing by 1 does not change the underlying value, it prompts Brightmetrics to re-evaluate the result as a time-based calculation, allowing it to display properly as a duration (hh:mm:ss or mm:ss) in supported visualizations. This technique is especially useful when dividing a time field by a count, where the resulting value would otherwise display as a whole number.
We're excited to deliver this level of flexibility for your team through Custom Calculated Fields. If there is something specific you wish to build out and need assistance, please reach out to our support team at support@brightmetrics.com.