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Custom Fields and Metrics

In MiaRec, Custom Fields are where insight results are stored.

Storing insights in structured fields is what enables:

  • dashboards and trend charts
  • drilldowns (click a bucket → see matching conversations)
  • precise search and filtering (e.g., CSAT < 3)
  • consistent reporting

What a Custom Field represents

A Custom Field can store one piece of information about a conversation, such as:

  • CSAT score (number)
  • Sentiment (dropdown category)
  • Top issue (multi-select category)
  • Next action (free text)
  • Reservation start date (date)

Most organizations use Custom Fields for both:

  • human-entered data (manual tags, dispositions)
  • AI-extracted data (AI insights)

Common field types (and when to use them)

Choose the field type based on how you want to analyze and filter the data.

  • Number (integer/decimal)
  • best for scores, amounts, durations, counts
  • supports ranges and thresholds (buckets)
  • Choice / dropdown
  • best for classifications with a controlled vocabulary
  • supports consistent dashboard grouping and filtering
  • Date
  • best for extracted deadlines, booking dates, follow-ups
  • Text
  • best for summaries, free-form notes, extracted phrases
  • can be searchable but is harder to aggregate than structured types

Thresholds and buckets (for metrics like CSAT)

Numeric fields can include thresholds that convert raw values into labeled buckets with colors.

Example for CSAT (1–5):

  • 1 → Very Dissatisfied
  • 2 → Dissatisfied
  • 3 → Neutral
  • 4 → Satisfied
  • 5 → Very Satisfied

These buckets can power dashboards like:

  • distribution by bucket
  • drilldowns: click “Dissatisfied” → view those conversations

Display groups (where fields appear in conversation details)

Custom Fields can be grouped for readability in the conversation details view, for example:

  • CX Metrics (CSAT, NPS, churn risk)
  • Sales Metrics (lead score, competitors)
  • QA (Auto QA results)

This helps users find relevant insight values quickly without scrolling through an unorganized list.

How Custom Fields connect to AI Tasks

AI Tasks can write values into Custom Fields. The mapping is explicit:

  • the AI Task outputs an attribute (e.g., csat)
  • MiaRec stores the value in the chosen Custom Field (e.g., “CSAT”)

See: - AI Tasks and Prompts

Next: how insights are extracted

To understand how MiaRec produces values (and explanations) from conversations: