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, a configured Slack integration
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 or Slack
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
Click Start from template (if you see it), then select the Metrics template
Enter a Smart Report name
Under Include metrics, select the metrics to include in the report
Click Create Report
The report opens on Last month. To change the dates, use the date picker at the top of the report. To change chart grouping, use Configure in Edit mode.
Configure widgets with your specific metrics & display options
Metric Tiles: A summary of your chosen metrics for the whole date range you selected, with the change against your chosen comparison
Metrics Table: Your chosen metrics for each theme or segment, sorted by any metric column
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, in the chart buckets set by Group by (average for each bucket)
Trending Themes: An optional add-on to the metrics timeline section. A selection of themes that have shown the biggest movements on the chart, based on your chosen metric.
You can add more sections at any time. See Section types below.
Choosing dates and comparisons
The date picker is at the top of the report. Click it to open the picker.
Show me: the date range. Choose a Calendar range (for example This month, Last month, Last 3 months, This quarter, Last quarter, Last year), a Rolling range (Last 7/14/30/90 days), or Custom range…, Custom periods… or Custom dynamic range….
The tiles, the metric table and the readout cover the whole range. Last quarter shows one 3-month figure, not only the last month.
Compare to: Prior period (the same length just before; you can set how far back), Prior periods (avg) (average of the last 2, 3, 4, 6 or 12), Prior year, or No comparison (no change values).
Chart display range: how far back the charts show.
Click Apply, or Cancel to close without changes.
Dates follow your browser's language settings: a US browser shows the month first, an Australian or UK browser the day first.
Moving between periods
← and → move by the length of the range, in its own unit: Last 3 months moves 3 months, Last 30 days moves 30 days.
» (Go to current period) returns to the period that contains today.
↩ (Go to latest data) moves the report to the newest date in your data. The header shows "As of <date> (latest data)" with a Back to Today link. Ranges such as Last month then count back from that date.
Monitoring Specific Themes
By default, Trending Themes shows the themes that have moved the most for your chosen metric. If there are themes or theme groups you always want to keep an eye on, you can monitor them so they appear in a Monitored section above Trending Themes, even when they are not among the biggest movers. This is useful for campaign tracking, post-initiative monitoring, or watching known hot spots.
To set up monitored themes:
Click Edit mode, then click the section that contains your Metric Timeline and Trending Themes.
Under Monitored Themes, or switch to Monitored Theme Groups, click "Edit...".
Select the themes or theme groups you want to always show, up to 10 themes or 5 theme groups, then click Apply.
Click Save to keep your changes.
Editing Your Report
To edit your report, click Edit mode at the top right. From there you can:
Edit a section: click it to open its settings and a preview, then click Save. To remove it, click Delete section.
Add a section: click Add section and choose a section type.
Reorder sections, choose themes, set how metrics are calculated, change date settings, or update field mappings: click Configure (see Report configuration below).
Choose filter fields: click Manage filters and select up to 3 fields.
Click Exit editing when you're done.
To use filters:
Click "Add filter"
Select a segment from your filter field
To require several values of the same field (for example, records that mention both Billing and Account access), click the or between two values and choose and. See How to apply filters on your Dashboard for details.
Filter values follow your project's Segment Filter Values Without Data setting. Values with no data under the report's other filters or in its period may be greyed out or hidden. For Viewers, the report's locked filters narrow the values too. See Show, grey out or hide filter values without data.
Report configuration
Click Configure in Edit mode to open the Report configuration page. Changes are kept until you click Save (or Discard), then Back to report.
Metric calculations: for each metric, choose how it's calculated (for example average, median, sum, top box, bottom box or net score) and its Aggregation period. Report period uses the report's own period. Rolling window calculates the metric over a window that ends on the last day of the period. Set it in days (up to 365), weeks (up to 52) or months (up to 12), for example NPS as a rolling 28-day or 3-month figure. The rolling window applies to Metric Tiles; timelines keep the chart's grouping.
Date settings:
First day of week: the day weeks start on in this report. Project default uses the project's setting.
Group by: chart bucket size: Auto, Days, Weeks, 2 weeks, Months, Quarters or Years. It changes only the charts; tiles and table always cover the whole range.
Date labels: Auto, Short (Jan), Long (January) or Numeric (01/26).
Show comparison on charts: Off (default) or On.
Date field: which date field the report uses.
Sections: drag sections to reorder the report.
Themes: choose which themes or theme groups the report includes.
Field mappings: map dataset fields to the slots the report's sections use, then click Apply field mappings.
Viewers: tick Viewers can see response details (Show Info and View Conversation) to let this report's Viewers open Show Info (a response's other fields, such as who gave it) and View Conversation (the whole call or chat). Unticked, Viewers see each response with only the fields the report shows: no Show Info, no View Conversation and no Find Call, and Ask Kapiche answers them from the same fields. It's off by default, except on QA reports. Explorers and Creators always see everything.
Section types
Click Add section in Edit mode to add any of these:
Metric Tiles: key metrics in tiles, with the change against the comparison you chose in the date picker.
Stat Timeline: a metric over time, with optional Trending and Monitored Themes.
Segment Timeline: one metric over time for each segment of a chosen field.
Theme Timeline: themes compared against each other over time, one line per theme.
Metric Table: themes or segments sorted by metric columns.
Comparison Table: metrics side by side for different parts of your data.
Verbatims: the responses in the report's scope as quotes, with the total, paging and sorting.
Record Table: individual records sorted by metric columns. Needs a unique ID field.
Text Field: the text of a selected record, shown when you drill into a record.
Call Metrics Breakdown: call metrics (such as queues or agents) for the current filters.
Pain Points and Delighters: the themes that go with worse and better results. See Smart Reports: Pain Points & Delighters.
Sharing and Scheduling
You can share your report on a one-time basis or on an automatic schedule via Kapiche with email or Slack. 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
Click Share. Choose Share link, Slack, Email or Download PDF. For a schedule, choose Schedules.
To set up a schedule, click Create new schedule, then add recipients and delivery time settings
Choose whether to include an attached PDF report.
Shares and downloads use the dates on your screen, including Go to latest data.
To send each segment (such as a store or region) its own report, see Smart Reports: Segment Reports & Per-Segment Delivery.
Examples Use Cases
Scenario 1: Weekly Executive Dashboard
Configure metric tiles for NPS, CSAT, and Resolution Time
Set up weekly email delivery to leadership team
Include trending themes section for key insights
Scenario 2: Department Performance Tracking
Use segment timeline to compare team performance
Schedule monthly Slack delivery to team channel
Focus on specific metrics relevant to department goals
Scenario 3: Quarterly Business Review
Create comprehensive report with all report sections and options
Set the date picker to Last quarter, compared to Prior year
Generate a PDF for presentation materials
Include outlier analysis for strategic planning
FAQs
How are Trending Themes chosen?
Trending Themes are chosen based on those that have changed the most in terms of the chosen metric. We look at the value for the most recent chart bucket compared to the average for the previous 11 buckets (shown in the report). In this sense, Trending Themes tells us the Theme that have changed the most relative to recent historical levels. Themes are displayed and ordered in the report according to the absolute change.
Can I make sure a specific theme always appears?
Yes. Use Monitored Themes (or Monitored Theme Groups) on the timeline section to pin the themes you always want to see. Monitored items appear in a Monitored section above Trending Themes, even when they are not among the biggest movers. See "Monitoring Specific Themes" above.
What do the outlier labels mean?
The outlier labels provide a standardized indication of the strength of deviation or change a Theme has taken from the norm. The labels are based on z-scores: very strong outlier >= 4 standard deviations; strong outlier = 3-4 standard deviations; moderate outlier = 2-3 standard deviations.
Why does a metric show "—"?
For that period there were responses, but nobody answered the question the metric is based on. Kapiche shows "—" rather than 0, so an unanswered period isn't mistaken for a score of zero. Timelines leave a gap for that period.
My data stops before today. Why is the report empty?
The report counts from today by default. Click ↩ (Go to latest data) to move to the newest date in your data. Click Back to Today to return.
If you use the Report Assistant and your data ends before the report's dates start, applying a change moves the report to the same range at the newest date in your data, with the same "As of … (latest data)" note. The saved range doesn't change, so the report still moves forward as new data arrives.