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 be empowered to define insights and perspectives unique to your organization.
Up to now, the only fields that were available to work within 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 and discrete metrics that we cannot provide immediately. Now each companies administrators will be able to define a calculation that uses values from the standard data source instance fields to show you 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 for their organization.
After clicking on admin tools in the left sidebar menu we’ve added the option on top to select Data Customization which will take you to the page that allows you to add, define, and manage these custom calculated fields:
When creating your Custom Calculated Fields, there are a few limitations to keep in mind:
- Custom calculated fields have to be based on data we collect through the Brightmetrics data connections. For example, a calculated field could be added that is based on how many interactions flowed out of the queue data minus callbacks.
- All calculations must be able to be expressed as addition, subtraction, multiplication, and division of existing fields and constant values.
Once you create the Custom Field, you'd see the Custom Calculated Field shown with a distinct blue bar on the left side of the value name that you've chosen to use in your available Values:
Here are a few examples of how you might use custom calculated fields:
A percentage of calls/interactions abandoned after a certain period of wait/queue time. This is defined as the number of interactions that are abandoned after waiting a period of time, out of the total number of queued interactions, excluding interactions abandoned within that period of time.
Percentage of time on break:
Add a cost multiplier. Similar to expressing the value of a CCF as a percentage, checking this configuration box will allow you to see the results of your calculation be expressed in terms of cost per minute. This is used is to build call cost reports based on flat/fixed charge rates.
Note: You will not need to build into your equation a divide by 60 as this is will be done automatically for any CCF equation with this configuration box checked.
We're pretty excited to deliver this level of flexibility for your team to have even more data in the context of how it's used specifically to your organization through leveraging Custom Calculated Fields. Since these are all general custom fields, if there is something specific you wish to build out around your data sets and need assistance please reach out to our support team at firstname.lastname@example.org.
We hope you find this valuable for your team!
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