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If you are interested in how EdgeTier calculates specific metrics that may be displayed in the custom chart, please refer to our interaction metrics page.
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Custom charts let you explore and filter your interaction data visually, to understand key data points and trends in your conversations. They’re especially useful for understanding how things change over time and comparing groups (like markets, languages, or interaction types) before drilling into the interactions below.
With custom charts, you can:
When you apply a filter or preset in Explore, it applies to the entire Explore page — both the custom chart and the table of individual interactions below it. The table always reflects the full set of interactions matching your page-level filters.
However, how you view this data on the chart is also customisable. When you change the chart’s Y-axis metric or apply a split, you’re changing how the chart groups and calculates what it displays. This can sometimes make the chart “total” look different from the table’s total.
Example: if you split by Resolution Status, interactions with no resolution status won’t appear in the chart breakdown, but they still exist in the table below. To remove them totally, you can apply a Resolution Status filter at the top of the page and select only the status(es) you want to evaluate.
If you split by a field where an interaction can have multiple values (most commonly: a tag group), a single interaction can appear in more than one bucket. When that happens, the chart buckets may add up to more than the table total — because the chart is showing how often each tag appears, not a count of unique interactions.
Example: Split by the tag group “Agent Phrases to Avoid.”
An interaction can contain more than one flagged phrase, so it may receive multiple tags from that group. That interaction will appear once in the table, but it can contribute to multiple bars/segments in the chart.