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Global Custom Fields

Custom Fields are the data schema for Conversation Analytics. They determine: - what values can be stored (type and constraints), - how insights appear in conversation details (display groups), - how dashboards and search filters behave.

In a multi-tenant platform, partners typically maintain a global library of Custom Fields that can be reused across tenants.

Where to configure

Menu path: Administration > Customization > Custom Fields

This path is confirmed.

Why standardize fields globally?

  • Enables consistent dashboards and reporting across tenants.
  • Supports reusable global AI Tasks (mapping requires stable fields).
  • Reduces tenant-by-tenant configuration burden.

What should be global vs tenant-specific?

Make global when: - the metric is common across many tenants (CSAT, sentiment, topic, reason/outcome) - you ship it as a prebuilt insight - you want consistent naming and dashboard behavior

Make tenant-specific when: - it is unique to a vertical customer (e.g., hospitality reservation fields) - it contains tenant-private taxonomy (custom dropdown values)

Field design guidelines

1) Use stable identifiers

  • Computer name should be stable and treated like an API identifier.
  • Avoid renaming computer names after tasks/dashboards depend on them.

2) Choose the right field type

  • Number (integer/decimal): scores (CSAT), durations, amounts
  • Date: reservation start date, follow-up due date
  • Text: summaries, explanations, free-form extraction
  • Dropdown (single/multi-select): classifications (topic, reason, outcome)

3) Keep dropdown taxonomies controlled

  • Prefer a small, curated set of allowed values.
  • Avoid synonyms (e.g., “Billing issue” vs “Billing Issues”).
  • Document the meaning of each label.

4) Thresholds for numeric fields

Thresholds are used for: - dashboard buckets (e.g., satisfied vs dissatisfied) - consistent coloring/labels in UI - one-click drilldowns by bucket

Example: CSAT 1–5 with colored thresholds.

5) Display groups

Use display groups (e.g., “CX Metrics”, “Sales Metrics”) to organize fields in conversation details.

Creating a global Custom Field (operator checklist)

  1. Create field with appropriate type
  2. Configure:
  3. visibility / availability to all tenants (global)
  4. availability to AI Insights tasks (so tasks can map to it)
  5. Configure display group and ordering
  6. Configure thresholds (if numeric)
  7. Optionally enable “create dashboard for this metric” (if supported)
  8. Validate:
  9. the field appears in AI Task mapping selector
  10. the field appears in conversation details (if configured)
  11. the field is searchable/filterable as expected

Change management (important)

Changing a global field can break: - AI Task mappings - dashboards - saved searches

Recommended change policy: - Safe changes: description updates, new dropdown values (if backward compatible), new thresholds - Breaking changes: removing dropdown values, changing type, deleting fields, changing computer name

For breaking changes: - create a new field (v2) and migrate tasks gradually - communicate deprecation timelines - provide a migration runbook for tenants

Custom Fields list

Custom Fields list

Figure: Custom Fields list showing all configured fields with their types and settings.

Creating a numeric field (example: CSAT)

Custom Field - Integer settings page 1

Figure: Custom Field configuration for a numeric field (CSAT). Note the AI Insights checkbox to make the field available to AI Tasks.

Key settings for numeric fields:

  • AI Insights – Enable this checkbox to make the field available for AI Task mapping
  • Dashboard – Enable to create a dashboard for this metric
  • Visibility – Global (all tenants) or Tenant-specific

Custom Field - Integer settings page 2

Figure: Threshold configuration for a numeric field. Define buckets with labels and colors for dashboard visualization.

Threshold configuration

For numeric fields, configure thresholds to:

  • Define labeled buckets (e.g., "Very Dissatisfied" through "Very Satisfied")
  • Set colors for visual distinction
  • Enable clickable drilldowns in dashboards

Aggregate formula options

  • Sum – Total of all values
  • Average – Mean value
  • Top % – Top percentage of values
  • Bottom % – Bottom percentage of values
  • Top % - Bottom % – Difference between top and bottom percentages

Creating a dropdown field

Custom Field - Dropdown settings

Figure: Custom Field configuration for a dropdown field with predefined options.

For dropdown fields, define allowed values that the AI Task must output. Keep the list controlled to ensure consistent dashboards and reporting.

Tenant-specific dropdown options

Custom Field - Dropdown tenant options

Figure: Tenant-specific dropdown options allow tenants to customize allowed values while maintaining the same field structure.