The CFM Custom Metrics functionality allows administrators and analysts to develop personalized metrics within CFM Analytics by utilizing the available fields and operators. This offers flexibility in reporting while ensuring governance and permissions regarding survey data are upheld.

Business Use Case

• Allows tailoring metrics specific to survey and business needs.

• Enables advanced calculations across standard response fields.

• Supports creation of new metrics that can be reused across dashboards.

This capability enables you to create organization-specific KPIs directly within CFM Analytics, reducing dependence on product or engineering teams for exposing new metrics. It also supports governed access controls when survey-level fields are used to prevent data leakage, while improving operational efficiency by allowing metrics to be reused across multiple dashboards and reports.

Prerequisites

This feature is generally available:

• You would need Reporting-Setting-Custom Metrics permissions at App Level.

• View Survey Dimension is required to reference survey-specific fields (question-level fields).

• View Response and Analytics is required to view dashboards that render custom metrics built from survey fields.

Accessing Custom Metrics Record Manager

• You can access the “Custom Metrics” option from:

  • The setting icon is present in the CFM custom dashboards record manager. The user can click on “Custom Metrics” to access the record manager.

    

  • The settings icon is present in the Vertical Ellipsis (3 dot menu) option present inside any CFM custom dashboard. The user can click on “Custom Metrics” to access the record manager.

    

Record Manager

1. Review the list of available metrics. You can view:

   1. Metrics that you have created.

   2. Metrics that have been explicitly shared with you.

      

   3. Metrics that do not reference survey-specific fields.

   4. Metrics that reference survey-level fields for surveys you have access to.

2. If a metric is being used in an active dashboard, it is locked for editing to preserve dashboard consistency.

   

3. To modify a locked metric, either:

   1. Create a clone of the metric and make changes to the cloned version, or

   2. Remove the metric from all associated dashboards before editing it.

To Manage Custom Metrics

In the Custom Metrics window, hover the Options icon to Edit, Share, Delete, or export Usage Report of your custom metric.

• In the Custom Metrics window, hover over the Options icon for a custom metric.

• Select Edit to modify the metric configuration.

• Select Share to grant access to other users.

• Select Delete to permanently remove the metric.

• Select Usage Report to export a report showing where the metric is being used.

Custom Metrics Options — Field Descriptions

Creating a New Custom Metric

1. Click + Add Custom Metric, to start creating a new custom metric.

   

2. Navigate to Create Custom Metric form and fill in the details:

   

   1. Name: Enter a name for the metric. Use clear and descriptive titles to support reuse.

   2. Description: Enter a description of the metric you want to create. Include logic or business context for clarity.

   3. Data Source: In CFM, the data source is set to CFM Analytics and cannot be modified by users. Unlike Service Analytics, CFM does not include a Use Case field.

   4. Metric Formula: Create custom metrics by combining one or more existing metrics using supported numeric operators.

      1. Build advanced KPIs by reusing existing custom metrics as components of new custom metrics.

      2. For example, you can create a Completed Rate metric using Completed Count ÷ Total Responses and then use it in other custom metric calculation

      3. Custom metrics can be created using:

         1. Standard CFM Metrics

         2. Survey-level Metrics

         3. Dataset-based Metrics

         4. Other Custom Metrics

      4. Supported Functions & Operators

         1. Basic Operators

            1. +, -, *, / can be used to combine metrics.

            2. Example: Metric A + Metric B.

         2. POWER

            1. POWER(METRIC, N)

            2. Returns the metric raised to the power of N, where N can be any real number.

         3. LOG

            1. LOG(METRIC)

            2. Returns the base-10 logarithm of the metric.

         4. LN

            1. LN(METRIC)

            2. Returns the natural logarithm (base e) of the metric.

         5. ABS

            1. ABS(METRIC)

            2. Returns the absolute value of the metric.

   5. Metric Type: Metric Unit defines how the custom metric value is displayed in reports and dashboards.

      Supported metric units include:

      1. Numeric: Displays the calculated value as a number.

      2. Percentage: Displays the result as a percentage.

      3. Currency: Displays the value in the currency configured for your organization.

      4. Date Time: Displays the result in a date and time format.

      5. Time Difference: Displays the elapsed time between two date or time fields.

   6. Filters

      1. Apply using CFM bucketed filters.

      2. Filters restrict the scope of the metric calculation.

         

   7. Color Coding

      1. Define thresholds and assign colors.

      2. Applied in table and pivot widgets where the metric is displayed.

How to use it?

1. Once a custom metrics is created, it is visible in the widget builder under the “User-Defined Metrics” bucket inside a sub bucket called “Custom Metrics”.

   

2. These are categorised as “Custom Metrics” in the widget builder. 

3. These are not available for Filters and Drill down.

FAQs