Overview
Derived fields let you build custom calculated fields directly within Insights, using a combination of existing fields, operators, filters, and summary functions. Instead of pulling raw data and performing calculations manually, you can define the formula once and have Insights compute it automatically across your reports.
A common use case is SLA tracking, for example, calculating what percentage of interactions each agent answered within a target wait time threshold.
Planning a Derived Field
Before building a derived field, it helps to map out the formula you need. Derived fields calculate from the inside out, so understanding the components up front will determine how to structure the field correctly.
Example goal: Calculate the percentage of interactions each agent answered in 10 seconds or less (a 90% SLA target). This requires two components:
Component 1
A count of all interactions the agent handled
Component 2
A count of interactions answered in 10 seconds or less
The formula is Component 2 ÷ Component 1, formatted as a percentage.
If you only needed one of these components on its own, you wouldn't need a derived field; you could add the field and apply a summary function directly in your report. Derived fields are needed when you want to combine or relate multiple components in a single calculation.
Building the Derived Field
Accessing the Derived Fields Manager
1
Open the Derived Fields Manager
Use the icon in the side navigation panel to open the Derived Fields Manager pop-out.
2
Select a data source
Choose Queue Segment Activity from the first drop-down.
Create a new derived field
Click "+ New Derived Field" and enter a name. "Wait Time SLA %" works well here.
Give derived fields specific, descriptive names. Other users in your organization can access and apply derived fields, so a clear name helps prevent misuse or misinterpretation.
Building the Formula
Derived fields calculate from the inside out; operations inside groups (parentheses) are evaluated first. Use nested groups to ensure the formula produces accurate results.
1
Add an outer group
Click Add Group. A set of parentheses is generated. Everything inside will be evaluated before outer-level functions are applied.
Add an inner group
With the outer group selected (red outline), click Add Group again. The red outline moves to the inner group; this is where you'll build Component 2.
Add the Wait Time field
With the inner group selected, click Add Field and select Wait Time from the field drop-down.
Add the filter operator
Click <= to insert a "less than or equal to" operator.
Set the threshold value
Click "int" to insert an integer field, then type 10 in the box.
Apply SUM to the inner group
With the inner group still selected, open the Group Functions dropdown, type 10 in, and select SUM. dropdown, type This counts all interactions where wait time was ≤ 10 seconds.
The click "Add Field and Group" is essential here. Without it, SUM would apply to raw Wait Time values rather than to a filtered count, producing incorrect results.
Return to the outer group
Click the outer group to move the red outline back to it. You'll now add the division and Component 1 at this level.
Add a division operator
Click the / button to insert a division operator.
Add the total interaction count
Click Add Field and select Queue Call Manager ID.
Then, from the Field Functions drop-down, select COUNT. This is Component 1, the total number of interactions handled.
Apply PERCENT to the outer group
With the full formula built, apply the PERCENT group function to the outer group. This converts the decimal result (e.g., 0.90) into a percentage (e.g., 90%).
The Completed Formula
The final derived field evaluates as:
PERCENT( SUM(Wait Time <= 10) / COUNT(Queue Call Manager ID) )
For an agent who handled 10 interactions, 9 of which had wait times of 10 seconds or less, this formula returns 90%.