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Intermediate15 min

Custom Metrics Setup

Define and track custom metrics that matter to your team.

Custom Metrics for Your Team

While standard metrics work for most teams, your business may have unique KPIs. Learn how to define, track, and report on custom metrics that matter to your organization.

Creating Custom Metrics

  1. Navigate to Settings → Custom Metrics
  2. Click "Create New Metric"
  3. Define the metric name and description
  4. Choose calculation type (count, average, percentage, sum)
  5. Set filters (topic, platform, time range)
  6. Add to your dashboard

Popular Custom Metrics

First Contact Resolution (FCR)

Percentage of issues resolved in a single conversation without follow-up.

AI Containment Rate

Percentage of conversations handled entirely by AI without human intervention.

Topic Resolution Rate

Success rate broken down by conversation topic or category.

Average Handle Time (AHT)

Average duration from first message to resolution.

Pro Tip: Start with 3-5 custom metrics that align with your team's OKRs. Too many metrics can lead to analysis paralysis.

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