---
title: "Insight Builder Recipe Library"
slug: "insight-builder-recipe-library"
description: "Discover the Insight Builder Recipe Library for easy report creation and customization. Learn how to build reports and dashboards with this powerful tool."
updated: 2025-03-20T19:53:24Z
published: 2025-03-20T19:53:24Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Insight Builder Recipe Library

| **REQUIRED USER ROLE** Analyst | **FEATURE** [Insight Builder](https://connect.gladly.com/docs/help-documentation/article/what-is-insight-builder) | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- | --- |

This page provides a library of commonly used reporting scenarios that can be built with Insight Builder. These "Report Recipes" make it easy for Analysts to create reports and dashboards or use them as a baseline to customize data further.

## Before you start

- Learn how to [create reports with Insight Builder](https://help.gladly.com/docs/create-a-report-with-insight-builder/).
- Learn how to [save reports to a dashboard](https://help.gladly.com/docs/create-a-report-with-insight-builder/#name-and-save-report-to-a-dashboard).
- Learn how to [add reports to an existing dashboard](https://help.gladly.com/docs/add-existing-report-to-other-dashboards/).

## Agent Productivity

Leverage data that indicates how efficiently your Agent teams are working in Gladly.

****Agent’s Average Total Handle Time****

> [!NOTE]
> **Why is Total Handle Time for Agents important?**
> 
> Total Handle Time looks at how much time an Agent is spending in a Conversation, including both the time spent actively working with a Customer and any time they spend after they’ve helped the Customer. This metric gives us the “full story” in understanding how much time is required on each Customer inquiry or issue.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the average Total Handle Time of your Agents. Total Handle Time is the total time spent working on an active contact, including associated After Contact Work for that Contact during the specified window.

**Recipe Components**

**Dataset:**

- Agent Metrics

**Dimensions:**

- Identity
  - Name

**Measures:**

- Total Contact Handle Time (sec)
- Contacts with Contact Handle Time
- *Custom Calculation*

> [!WARNING]
> Calculation Field
> 
> Table calculations make it easy to create ad-hoc metrics. They are similar to formulas that are found in spreadsheet tools like Excel. For this custom calculation, we’ll calculate the average Total Contact Handle Time for each Agent. Learn more about Calculations here.

![Metrics overview showing average handle time and contact statistics for agents.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/in-use-image.png)

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Agent Metrics.**
3. Within All Fields, locate and add the following:
  - Identity
    - Name
  - Total Contact Handle Time (sec)
  - Contacts with Contact Handle Time
  - Click **Add Calculation**
    - In the Expression editor, enter the following calculation:*(${agent_contact_utilization_metrics.total_handle_time_sec_summed}/${agent_contact_utilization_metrics.contacts_with_contact_time_summed})/60*
    - Enter the below information in the remaining fields:
      - Format: **Decimals**
      - Decimals: **1**
      - Name: **Average Total Handle Time in Minutes** ![Custom expression for calculating average total handle time in minutes displayed in interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/agent_prod-report.jpg)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  1. Date Filter Date Range **is in the past 1 complete weeks** ![Filters for date granularity and range settings in a user interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/agent-prod-filters-1024x200.png)
2. In the Visualization tab, select the **Column** visual. ![Toolbar displaying various visualization options, highlighting the column chart selection.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/column-visual-1024x130.png)
3. In the Data tab, mark the following metrics as Hide this field from visualization:
  - Total Contact Handle Time (sec)
  - Contacts with Contact Handle Time ![Menu options with a highlighted choice to hide a field from visualization.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hide-field-from-visualization(1).png)
4. Click **Run**. ![Bar chart showing average handle times for various agents, highlighting Arnold Gruenberg's performance.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/average-handle-time-image-1024x569.png)

****Top and bottom Contributors****

> [!NOTE]
> **Why is measuring Contact fulfillment important?**
> 
> Understanding how effective Agents are at addressing Contacts informs as to the efficiency of the Agents. An Agent who is able to fulfill more Contacts on an hourly basis would be a more efficient contributor, and thus someone that we may want to use in a leadership role or to help with training others.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the top and bottom contributors based on Contact fulfillment performance. This recipe will look at the top 10 and bottom 10 Contributors by the Contacts fulfilled per Active Time.

**Recipe Components**

**Dataset:**

- Agent Metrics

**Dimensions:**

- Identity
  - Name

**Measures:**

- Contacts Fulfilled
  - Contact Fulfilled Per Active Time Hour

> [!WARNING]
> Contact Fulfilled Per Active Time Hour
> 
> Fulfilled Per Active Time is an efficiency metric for Agents. It measures the count of Contacts fulfilled by Agent divided by the Agent's Active Time. Read the Metrics in Detail help doc to learn more about Active Time.

![Agent metrics display with highlighted contact fulfillment per active time metric.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/top-and-bottom-contrib-metrics.png)

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Agent Metrics.**
3. Within All Fields, locate and add the following:
  - Identity
    - Name
  - Contacts Fulfilled
    - Contact Fulfilled Per Active Time Hour

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Date Range **is in the past 1 complete weeks**. ![Filters for date granularity and range settings in a data analysis interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filters-for-contributors-1024x200.png)
2. Within Visualization, click **Edit** at the right side.
  - Within Plot input the following:
    - Limit Displayed Rows: **Toggle on**
    - **Show** the**First 10**rows ![Settings panel showing options for row totals, transposing, and limiting displayed rows.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/show-t-he-first-ten-rows.png)
3. In the Data tab, complete the following actions:
  - Click the sort icon next to Contact Fulfilled Per Active Time Hour.
    - Choose Descending to get the top contributors (those with the highest fulfilled Contacts). OR Choose Ascending to get the bottom contributors (those with the lowest fulfilled Contacts). ![Agent metrics showing fulfilled contacts per active hour with varying performance levels.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/sort-order-contributors.png)
4. Click **Run**. ![Data visualization showing agent performance metrics for active time hours.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/top-and-bottom-contribs-1024x703.png)

****Daily Contacts Started (Outbound) by Agent****

> [!NOTE]
> **Why is Contacts Started by Agent valuable?**
> 
> Tracking which Agents are reaching out to Customers informs you of how proactive certain Agents are. An Agent with a high number of Contacts Started is likely doing a great job of following up with Customers to ensure they’re satisfied. Additionally, certain teams may be tasked with contacting customers directly. For example, service recovery teams will start Contacts with customers to follow up on issues that may have occurred.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the number of Contacts that have been initiated by Agents on a daily basis. This recipe will look at this data over the past 1 week.

**Recipe Components**

**Dataset:**

- Agent Metrics

**Dimensions:**

- Identity
  - Name
- Time Bucket
  - Bucket Beginning

**Measures:**

- Contact Started
  - Contact Started

![Overview of agent metrics including contact started and date filter options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/in-use-for-outbound-contacts.png)

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Agent Metrics.**
3. Within All Fields, locate and add the following:
  - Identity
    - Name
  - Time Bucket
    - Bucket Beginning
  - Contact Started
    - Contact Started
4. Click the **In Use** tab.
  - Hover over the metric Bucket Beginning and click **Pivot**. ![Agent metrics display with highlighted sections for contact started and pivot data options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pivot-time-bucket-outbound.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Date Range **is in the past 7 days**. ![Filters for selecting date range and granularity in a data analysis tool.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filters-for-outbound-contacts-1024x353.png)
2. In the Data tab, click the following checkboxes in the header of the section:
  - **Totals** ![Display of row and column limits with options for totals in a data table interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/totals-outbound-contact-1024x74.png)
3. In the Visualization tab, complete the following actions:
  - Set the Visualization to **Table**. ![Menu bar displaying various visualization options, highlighting the table selection feature.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/table-visualization-1024x135.png)
  - At the right side of the Visualization tab, click Edit.
    - Under Series, toggle off Cell Visualization for Contact Started. ![Settings panel for agent metrics with options for label, width, and formatting.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/series-outbound-360x498.png)
    - Under Plot, toggle off Show Numbers. ![Settings panel for table theme and row number display options in a software interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/plot-show-numbers.png)
4. Click **Run**. ![Data visualization showing contact metrics for agents over several days.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/outbound-contact-started-1024x577.png)

****Agent Available Time Investigation****

> [!NOTE]
> **Why is tracking Available time important?**
> 
> The more available your Agents are during their working shifts, the more efficient your Customer queue will be managed. It may be useful to have a threshold of expected Availability for your Agents during their shifts, in order to ensure they are consistently ready to help your Customers.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on whether your Agents are going available for the amount required of their shift. This recipe will look at the daily available time of each of your Agents.

**Recipe Components**

**Dataset:**

- Agent Metrics

**Dimensions:**

- Identity
  - Name
- Time Bucket
  - Bucket Beginning

**Measures:**

- Available Time (hh:mm:ss)
  - Available Time - Any (hh:mm:ss)

![Agent metrics section displaying available time and date filter options for analysis.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/listed-metrics-for-available-time.png)

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Agent Metrics.**
3. Within All Fields, locate and add the following:
  - Identity
    - Name
  - Time Bucket
    - Bucket Beginning
  - Available Time (hh:mm:ss)
    - Available Time - Any (hh:mm:ss)
4. Click the **In Use** tab.
  - Hover over the metric Bucket Beginning and click **Pivot**. ![Agent metrics display with fields for identity, bucket beginning, and available time.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pivot-time-bucket.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Date Range **is in the past 1 complete weeks**. ![Filters for selecting date range and granularity in a data analysis tool interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/time-filter-for-available-time-1024x336.png)
2. In the Visualization tab, complete the following actions:
  - Set the Visualization to **Table**. ![Menu bar displaying visualization options with a highlighted table selection.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/table_visualization-1024x135.png)
3. Click **Run**. ![Agent metrics overview displaying availability and time for various agents over several days.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/run-track-agent-available-time-1024x477.png)

****Agent Available Time Investigation****

> [!NOTE]
> **Why is measuring Occupancy % important?**
> 
> Occupancy % tells you how frequently your Agents are engaged in Customer work while they're available. Keeping track of Occupancy % can help you appropriately scale up or scale down the number of staff you have available at any given time.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the average Occupancy of particular Agents. This recipe will look at the Occupancy % by Agent over the last 7 days.

**Recipe Components**

**Dataset:**

- Agent Metrics

**Dimensions:**

- Identity
  - Name

**Measures:**

- Occupancy %
  - Occupancy %

![Overview of agent metrics including name and occupancy percentage filters.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/occupancy-in-use.png)

**Method**

1. **Fields**:

**Filters, Visualizations, and Data**:
  1. From Reports, click the **Create a Report** dropdown.
  2. Select **Agent Metrics.**
  3. Within All Fields, locate and add the following:
    - Identity
      - Name
    - Occupancy %
      - Occupancy %
  1. In the Filters tab, update the filter as follows:
    - Date Filter Date Range **is in the past 1 complete weeks**. ![Filters for selecting date range and granularity in a data analysis tool.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filters-occupancy-1024x296.png)
  2. Within Visualization, click **Edit** at the right side.
    - Within Plot toggle on **Show Percent of Previous**: ![Settings panel showing series positioning options for data visualization in a plot.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/show-percent-of-previous.png)
  3. Click **Run**. ![Occupancy percentages for agents Madeline, Isabel, Alex, Mike, Arnold, Tyler, and Nina.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/percent-of-occupancy-per-Agent-1024x562.png)

## Contact Performance

Analyze how effectively your team is handling Contacts.

****SMS Volume and Contacts Fulfilled****

> [!NOTE]
> **Why is SMS Volume and Contacts Fulfilled valuable?**
> 
> Tracking how many of your Contacts (regardless of Channel) are being fulfilled is a helpful way to gauge your Agents workload and efficiency. For instance, if you find that at certain times you receive more SMS Contacts, and as a result, aren’t fulfilling Contacts more frequently, it may make sense to increase staffing to handle the increased workload.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on inbound SMS Contacts and which of those are fulfilled. This recipe will look at the number of Contacts Fulfilled on an hourly basis.

**Recipe Components**

**Dataset:**

- Contact Metrics

**Dimensions:**

- Timestamp Queued At Hour

**Measures:**

- Contacts Fulfilled
- Contacts Inbound

> [!WARNING]
> Contacts Fulfilled
> 
> Count of Contacts fulfilled (either responded to or canceled). This does not include phone calls that were abandoned, phone calls that were forwarded, phone calls that left a voicemail, or Contacts that timed out without an agent response. Learn more in the Contacts Summary help doc.

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Contact Metrics.**
3. Within All Fields, locate and add the following:
  - Timestamp Queued At Date
    - Hour
  - Contacts Fulfilled
  - Contacts Inbound

![Overview of contact metrics including hour, fulfilled contacts, and inbound contacts summary.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/queued-at-hour.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  1. Date Filter Queued At Date **is in the past 1** **complete days**
  2. Contact Metrics **is equal to** **SMS**
  3. Contact Metrics Timestamp Fulfilled At Hour **is in the past** **24** **hours** ![Filters for data analysis including date, channel, and timestamp criteria.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filters-visualizations-sms-fulfillment-1024x234.png)
2. In the Visualization tab, select the **Line** visual. ![Toolbar displaying various visualization options including a highlighted line chart selection.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/visual-line-sms-fulfill.png)
3. Click **Run**. ![Data visualization showing contact metrics for SMS over a specified time period.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/queued-at-hour-2-1024x680.png)

**Advanced Tip**

Use a calculation to look at the rate of Contacts Fulfilled. Follow the below steps:

1. Click Add Calculation.
2. Input the following expression: ${contact_fulfilled.contacts_fulfilled}/${contact_started.contacts_inbound}
3. Set the Format to Percent.
4. Name your Calculation.
5. Click Save.

![Custom expression for calculating the rate of contacts fulfilled in a table.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/custom_expression_advanced.png)

![Table displaying contact metrics with timestamps, fulfilled contacts, and fulfillment rates.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/table-cals1.png)

****Inbound Contacts half-hourly****

> [!NOTE]
> **Why are Inbound Contacts at each 30-minute interval important?**
> 
> Reviewing how many Contacts arrive at specific intervals allows us to identify peak times throughout the day. Understanding the typical times that more or less Contacts are inbound ensure that we can allocate the right amount of resources at any given time.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the inbound Contacts every half-hour. This recipe will look at the number of inbound Contacts at every 30-minute interval.

**Recipe Components**

**Dataset:**

- Contact Metrics

**Dimensions:**

- Timestamp Queued at Date
  - Minute30

**Measures:**

- Contacts Inbound

![Overview of contact metrics and date filter options in a user interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/metrics-for-template-contacts-1024x701.png)

**Method**

**Fields:**

1. From Reports, click the **Create a Report** dropdown.
2. Select **Contact Metrics.**
3. Within All Fields, locate and add the following:
  - Contacts Inbound
  - Timestamp Queued at Date
    - Minute30

**Filters, Visualizations, and Data:**

1. In the Filters tab, update the filter as follows:
  - Date Filter Date Range**is in the past 1 complete weeks** ![Filter options for selecting data based on the last complete week.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/visualizations-of-metrics-1024x252.png)
2. In the Visualization tab, select the **Line** visual. ![Toolbar displaying various visualization options, with 'Line' option highlighted.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/visualization-to-line-1024x162.png)
3. Click **Run**. ![Graph showing inbound contacts over time with date filters applied above.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/30min-ints-contacts-inb-1024x735.png)

## Conversation Performance

Analyze how effectively your team is handling Conversations.

****Top 5 Topics applied to Conversations****

> [!NOTE]
> **Why are the most common Topics important?**
> 
> Topics help you categorize Conversations to identify trends in the inquiries from your Customers. Knowing how often Topics are being applied can help you make decisions on what measures you should proactively be taking based on the topics.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on Topics that are consistently being applied to your Conversations. This recipe will look at the top 5 Topics being applied over the past month.

**Recipe Components**

**Dataset:**

- Conversation Metrics

**Dimensions:**

- Topics

**Measures:**

- Conversations Created

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Conversation Metrics.**
3. Within All Fields, locate and add the following:
  - Topics
    - Topics
  - Conversations Created

![Overview of conversation metrics including topics and created conversations count.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/topics-applied-metrics.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Created at Date **is in the past 1 complete months** ![Filter options for selecting past dates in a data management interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/filters-metrics-1024x171.png)
2. In the Visualization tab, select the **Pie** visual. ![Toolbar displaying various visualization options including a highlighted pie chart icon.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pie-report-template.png)
3. In the Data tab, set the Row Limit to 5. ![Interface displaying row limit settings and total count for data entry.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/row-limit-5.png)
4. Click **Run**. ![Pie chart displaying conversation metrics for returns, promotions, exchanges, and referrals.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/click-run-for-5-topics-1024x493.png)

****Comparing today's Conversation volume to yesterday's****

> [!NOTE]
> **Why is looking at the trend in created Conversations important?**
> 
> Staying vigilant as to the ups and downs of Conversation volume is essential to understanding whether there are any issues that you should be aware of. For example, if there’s a large increase in the number of Conversations on a particular day, that may be a sign that there’s a larger issue that needs to be addressed in order to mitigate an overload of our Heroes.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the current day’s volume of Conversations and compare that to the previous day’s volume. This recipe will look at the number of Conversations created compared to the previous day.

**Recipe Components**

**Dataset:**

- Conversation Metrics

**Dimensions:**

- Timestamp Created At Date

**Measures:**

- Conversations Created
- Custom Calculation

> [!WARNING]
> Calculation Field
> 
> Table calculations make it easy to create ad-hoc metrics. They are similar to formulas that are found in spreadsheet tools like Excel. For this custom calculation, we’ll calculate the change in Conversation volume from the previous day. Learn more about Calculations here.

![Overview of conversation metrics including date and created counts for analysis.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/in-use-volume-with-calc.png)

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Conversation Metrics.**
3. Within All Fields, locate and add the following:
  - Timestamp Created At Date
    - Date
  - Conversations Created
  - Click **Add Calculation**. Set the following:
    - Calculation: **Change from previous row**
    - Source column: **Conversation Metrics Conversations Created**
    - Format: **Percent**
    - Name: ***optional***

![Table showing percentage change in conversation metrics from the previous day.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/table-calc-1024x595.png)

> [!WARNING]
> Days vs Complete Days
> 
> For this report, you’ll be selecting “days” instead of “complete days”. Complete days will only provide data on days prior to the current days. This is because the current day hasn’t been “completed”. For this report, we want to collect data from the current day so we’ll use the regular “days” setting in the filter.

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Timestamp Created At Date is in the past 2 days ![Filter options for selecting data created in the past two days.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/volume-timestampe-date-1024x145.png)
2. In the Visualization tab, select the Single Value visual. ![Toolbar displaying various visualization options with a highlighted single value indicator.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/single-value1-1024x131.png)
  - Then to the right of the Visualization click **Edit** to make changes to the Visualizations settings. Set the following:
    - Under the **Comparison** tab, set the following:
      - Show Comparison: **Toggle this on**
      - Value Labels: **Show as Change**
      - Positive Values are Bad: **Toggle this on** ![Settings panel showing options for comparison and value labels in a forecast tool.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/adjust-visualization-360x384.png)
3. Click **Run**. ![Data visualization showing a 25% increase in conversation metrics over two days.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/change-from-yesterday-1024x563.png)

****Inboxes fastest to close Tasks****

> [!NOTE]
> **Why is tracking Task efficiency important?**
> 
> Tasks in Gladly indicate something that needs to be completed in order to help serve a Customer. When Tasks are completed quickly, it likely means that the Customer’s inquiry can also be resolved quickly. It’s helpful to see which Agents are faster at solving Tasks as they may have good insights into processes that lead them to closing Tasks.

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the Inboxes that have Tasks being closed the fastest. This recipe will look at the lowest average times from when a Task is created to when it is closed by within a particular Inbox.

**Recipe Components**

**Dataset:**

- Task Metrics

**Dimensions:**

- Last Closed
  - Inbox Name - Last Closed

**Measures:**

- Durations - Average (d:h:m:s)
  - Avg Created-to-Last Closed Time (d:h:m:s)

![Overview of task metrics with highlighted average created-to-last closed time data.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/in-use-for-tasks-inbox-1.png)

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Task Metrics.**
3. Within All Fields, locate and add the following:
  - Last Closed
    - Inbox Name - Last Closed
  - Durations - Average (d:h:m:s)
    - Avg Created-to-Last Closed Time (d:h:m:s)

![Overview of task metrics with highlighted average created-to-last closed time data.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/in-use-for-tasks-inbox-2.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Timestamp Created At Date is in the past 30 days ![Filter options for selecting items created in the last 30 days.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/past-30-days-for-tasks-1024x297.png)
2. In the Visualization tab, select the **Single Value**visual. ![Toolbar displaying various visualization options, highlighting the table selection feature.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/table_visualization_1024x135.png)
3. Click **Run**. ![Visualization of average created-to-last closed time for various inbox categories.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/avg-to-created-to-closed-tasks-1024x597.png)

****Average Customer Satisfaction (CSAT or NPS) Score (over time)****

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on CSAT or NPS captured in Gladly over time. This recipe will look at CSAT or NPS scores collected in the last 30 days.

**Recipe Components**

**Dataset:**

- Conversation Metrics

**Dimensions:**

- Date

**Measures:**

- Average CSAT Score

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Conversation Metrics.**
3. Within All Fields, locate and add the following:
  - Date
    - Timestamp Last Closed At Date
  - Average CSAT Score (note that this field will capture the numeric value captured by your CSAT or NPS partner integration).
    - Avg Created-to-Last Closed Time (d:h:m:s)

![Conversation metrics display with fields for CSAT score and date filters.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/conversation metrics recipe library.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Created at Date is **in the last 30 complete days.**
  - Average CSAT Score **is not null**(this will limit your results to show only the conversations where the Customer has submitted a CSAT or NPS survey)

![Filters for date and CSAT score metrics in a data analysis interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/csat filter insight builder recipe.png)
2. In the Visualization tab, select the **Line** visual.

![Toolbar displaying various visualization options including a highlighted line tool.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/visualization csat insight builder recipe.png)
3. Click **Run**. Your results will be formatted as follows: ![Graph displaying data trends over time with detailed statistics below.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Average Customer Satisfaction (CSAT or NPS) Score (over time) insight builder recipe.png)

****Average CSAT by Conversation Topic****

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the average CSAT or NPS score based on the Topic (Customer Contact Reason, applied by the Hero). This recipe will look at CSAT or NPS scores by Topic over the past 30 days.

**Recipe Components**

**Dataset:**

- Conversation Metrics

**Dimensions:**

- Topic

**Measures:**

- Average CSAT Score
- Count of Conversations Created

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Conversation Metrics.**
3. Within All Fields, locate and add the following:
  - Topic
  - Average CSAT Score (note that this field will capture the numeric value captured by your CSAT or NPS partner integration).
  - Conversations Created (Count) ![Overview of conversation metrics including survey score and average CSAT score.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Average CSAT by Conversation Topic filter Insight Builder.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Created at Date is **in the last 30 complete days.**
  - Average CSAT Score **is not null** (this will limit your results to show only the conversations where the Customer has submitted a CSAT or NPS survey)

![Filters for date and CSAT score metrics in a data analysis interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/csat filter insight builder recipe.png)
2. In the Visualization tab, select the **Line** visual. ![Toolbar displaying various visualization options including a highlighted line tool.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/visualization csat insight builder recipe.png)
3. Click **Run**. Your results will be formatted as follows:

![CSAT scores for various topics.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/CSAT insight builder recipe.png)

****Average CSAT by Agent****

**About the Recipe**

In this Insight Builder Report Recipe, you’ll learn how to report on the average CSAT or NPS score based on the Agent that was the last person to close the Conversation, which could be considered a proxy for the last person to interact with the Customer. This recipe will look at CSAT or NPS scores by the Agent who last closed the Conversation over the past 30 days.

**Recipe Components**

**Dataset:**

- Conversation Metrics

**Dimensions:**

- Assigned Agent Name - Last Closed

**Measures:**

- Average CSAT Score
- Count of Conversations Created

**Method**

**Fields**:

1. From Reports, click the **Create a Report** dropdown.
2. Select **Conversation Metrics.**
3. Within All Fields, locate and add the following:
  - Assigned Agent Name - Last Closed
  - Average CSAT Score (note that this field will capture the numeric value captured by your CSAT or NPS partner integration).
  - Conversations Created (Count)

![Conversation metrics filters](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Average CSAT by Agent Insight Builder filters.png)

**Filters, Visualizations, and Data**:

1. In the Filters tab, update the filter as follows:
  - Date Filter Created at Date is **in the last 30 complete days**.
  - Survey Score **is not null** (this will limit your results to show only the conversations where the Customer has submitted a CSAT or NPS survey).
  - Assigned Agent Name - Last Closed**is not null** (this will remove null values from your list of Agent Names).

![Filters for Conversation metrics](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/csat by agent insight builder filters.png)
2. In the Visualization tab, select the Line visual. ![Toolbar displaying various visualization options, highlighting the table selection feature.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/table_visualization_1024x135.png)
3. Click **Run** to view the results.