Custom Fields

Custom fields allow you to capture structured metadata about tickets beyond standard evaluation criteria. The AI automatically tags and categorizes conversations based on custom fields you define, enabling rich reporting and segmentation.

Admins create and manage custom fields. The AI and evaluators populate custom field values during evaluations.

What problems do Custom Fields solve?

• Rich categorization: Tag tickets with any metadata relevant to your business (e.g., product area, customer type, issue category)

• Automated tagging: Let AI automatically detect and tag custom field values based on ticket content

• Advanced reporting: Segment evaluation data by custom fields to identify trends

• Flexible data collection: Capture information specific to your organization's needs without rigid form structures

Use Case Example

A team needs conversations tagged with particular markets for regional performance reporting. They create a "city" custom field with values like "New York," "Los Angeles," "Chicago," etc. The AI automatically tags each ticket with the appropriate city based on the conversation content, enabling managers to filter evaluations and scores by market.

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Dashboard

The Custom Fields dashboard shows all your created fields in a table format.

Column Definitions

• Name: The custom field's title (e.g., "Bugs")

• Status: Indicates whether the field is Active or Inactive

• Created at: When the custom field was created

• Values: The number of predefined options for this field (e.g., "4" means there are 4 possible values)

Key Features

• Filter by Status: View all statuses or only Active/Inactive custom fields

• New custom field button: Create a new custom field

• Edit menu (•••): Access options to edit or delete each custom field

What to do next

• Create custom fields for key business dimensions you want to track

• Ensure all custom fields have clear value options that cover your use cases

• Add custom fields to scorecards to enable AI tagging during evaluations

• Review custom field data in reports to identify trends and opportunities