Track Your CX Performance Over Time

A comprehensive overview of how to create, configure, and share automated Metrics Reports that help analysts, managers and department heads monitor key customer experience indicators and identify trends, blind spots and red flags.

1. Audience & Prerequisites

Who is the Metrics Report For?

Team managers and department leads
Individuals and teams responsible for CX performance
Broader business stakeholders who require regular metric and trend updates
Recipients do not require a Kapiche license

Prerequisites

To set up and configure reports you need a Creator license with Kapiche
At least one date field in your dataset
At least one metric field in your dataset
For sharing: If sharing to Slack or Teams, configured integrations
To view a report in Kapiche: an SSO login or approved domain registered by your site Admin.

2. What It Is & When to Use It

What Are Metrics Reports?

Automated report showing key CX metrics over time
Visual dashboard with tiles, timelines, and trend analysis
Scheduled delivery via email, Slack or Teams (coming soon)
Interactive browser report
PDF exports for offline sharing

When to Use Metrics Reports

Regular performance monitoring (weekly/monthly/quarterly reviews)
Executive reporting and stakeholder updates
Identifying trending themes and outliers
Comparing metrics across different segments
Tracking improvement initiatives over time

3. How to Use

Creating Your First Report

Navigate to Reports section from your Analysis
Select "Start from template" → "Metrics Report"
Select the Metrics to be included in the report
Name your report
Select the time interval (daily, weekly, monthly, quarterly)
Configure widgets with your specific metrics & display options

Metric Tiles: A summary of your chosen metrics for the latest time period

Metrics Table: A summary of your chosen key metrics by top 5 themes

Segment Timeline: One key metric per timeline, with values for each customer segment for a chosen customer variable

Metric Timeline: One key metric shown over time, for the last 12 periods (average for each period)

Trending Themes: An optional add-on to the metrics timeline section. A selection of themes that have shown the biggest period-on-period movements based on your chosen metric.

Editing Your Report

You can easily configure the sections of your report via Edit Mode.

Currently available editing features include renaming the report, the selection of metrics, segments and the option to include a detailed view of trending themes in your report, as well as adding, deleting and re-ordering sections.

Please note: Currently, the time period of the report and current reporting period displayed defaults to the latest period based on the today's date, rather than the latest data available in the dataset. The reader can navigate to the latest period available in the data using the 'Go to latest data' button (shown below).

To edit sections:

Click on "EDIT MODE" at the top right hand corner of your screen
Click on "Click to edit section" to access a screen displaying options for selection and a report preview
Use the "SAVE" button to save any edits before exiting the section screen
Use the "EXIT EDITING" button when you are finished editing

To add, delete or re-order sections:

Click "EDIT MODE"
Click "SECTIONS..." button
Click "Add section" or "Re-order sections" to add or re-order sections
To delete a section click on "Click to edit section" for relevant section and hit "DELETE SECTION"

Sharing and Scheduling

You can share your report on a one-time basis or on an automatic schedule via Kapiche with email, Slack or Teams. The report will send as an invitation to view the interactive report via the Kapiche site and include a pdf version of the report (if this option is selected).

Sharing Permissions

A report can be readily shared with any email address registered with your SSO system (if your organization uses SSO to log in to Kapiche) or with an approved domain registered in the Kapiche platform. For more information on how to add an approved domain to your Kapiche site see this article.

How to Share

Use the "SHARE" menu for one-time distribution or set up scheduled distribution

Add recipients and delivery time settings (if setting up a schedule)

Choose whether to include an attached PDF report.
Important note: Currently, due to the time period of the report defaulting to the latest period based on today's date, if you do not have data for the latest period (day, week, month or quarter) the pdf report will appear blank. In this case, please use the dynamic report in Kapiche.