Flex Insights offers multiple ways to represent your data, enabling you to extract meaningful information from your records and from interactions between your customers and agents.
Adding baseline values to your charts can help business leaders quickly spot trends in your data and identify deviations that require prompt corrective action.
This article explains how to create a custom metric that mirrors one of your existing metrics, but includes the FOR PREVIOUS instruction to add reference values for a previous period.
Create a Custom Metric
First, access your Analytics portal at analytics.ytica.com and create a report. For this example, we will make a copy of the Queue Stats report included in the preloaded Queues dashboard, so we can add an “Offered Last Week” column.
Next, create a metric based on the same parameters as the metric you are comparing against. The easiest way is to right-click the header of the metric in the report and select "View details of...".
You will see that “Segments including Abandoned (Offered)” is defined as:
You can click the Duplicate button to create your custom metric. Name it "Offered - Previous Week" and click Edit to modify the MAQL. Add the following modifications to your new metric:
In the new metric, we use:
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FOR Previous()with the attributeWeek, Mon-Sun, to restrict the results to the same period last week. -
WITHOUT PARENT FILTER EXCEPT Dateto remove any parent filter that could be inherited from the report and affect your results. We make an exception for Date, as we need it to identify the week presented and calculate the previous one. This can be removed or modified depending on your needs.
That’s it! You can now save your new metric and add it to your report.
Since this is a preloaded report, you will need to save it as a copy. We called it “Queue Stats - Last Week's Baseline.”
You can find more information about custom metrics you can build in Flex Insights in our help docs: Working with Custom Metrics in Insights.