📋 Manage Custom Fields in E-Coach
Flexible data collection for individual requirements in monitorings
Custom fields allow you to collect data flexibly and in a customizable way when evaluating contacts. You can use them to define any number of additional categorization points that match your specific requirements exactly.
In this article, you will learn how to create, configure, and manage custom fields – and the possibilities offered by the various field types.
Content of this article:
→ Accessing custom field management
→ Overview of available field types
Accessing custom field management
Managing custom fields is exclusively available to users with the Content Administrator role. Here is how you can access custom field management:
Log in to E-Coach with a Content Administrator account
Open the Administration menu
Click on the "Custom Fields" tile
You will automatically be taken to the overview page displaying all already created custom fields:
Creating new custom fields
Creating new custom fields takes just a few steps. Each custom field can be configured individually:
Click the "+ Add Custom Field" button
Open the form to add a new custom field.
Assign a name
Enter a meaningful label for the custom field.
Choose the field type
Select the appropriate field type (single select, multi-select, or text field).
Set availability
Decide whether the custom field should be available globally (for all projects) or project-specifically (only for certain projects).
Save the new custom field – it will be immediately available for new monitorings.
💡 Naming Tip
Choose self-explanatory names for your custom fields that are easily understood by others. Examples: "Product Category", "Topic of Advice", or "Customer Sentiment".
Overview of available field types
E-Coach offers three different field types, each covering different use cases:
1️⃣ Single Select
With Single Select, the user can choose exactly one option from a predefined list.
Typical Use Cases:
• Rating conversation quality (e.g., "Very Good", "Good", "Satisfactory", "Poor")
• Categorization by products (e.g., "Product A", "Product B", "Product C")
• Customer type (e.g., "New Customer", "Existing Customer", "Premium Customer")
✅ Multi Select
With Multi Select, users can choose multiple options simultaneously from the list.
Typical Use Cases:
• Topics discussed (e.g., "Prices", "Delivery times", "Return policy", "Warranty")
• Identified areas for improvement (e.g., "Professional expertise", "Friendliness", "Speed")
• Communication channels used (e.g., "Email", "Phone", "Chat", "Video")
📝 Text Field
Text fields allow for free text input without predefined selection options.
Typical Use Cases:
• Individual notes on the contact
• Detailed descriptions of anomalies
• Suggestions for improvement or feedback
• Additional context information
Deactivating and activating custom fields
You can temporarily deactivate custom fields if they are no longer needed, without deleting them permanently. This is particularly useful if a field is not currently in use but may be needed again later.
🔒 Deactivate custom field
To deactivate a custom field:
• Open the custom field overview
• Select the desired custom field
• Click on the "Deactivate" action
⚠️ Important Note
After deactivation, the custom field is no longer available for new monitorings and processes. However, data already present in existing monitorings remains intact.
✅ Activate custom field
Deactivated custom fields can be reactivated at any time. Use the "Activate" action in the custom field overview to do so. The field will immediately be available for new monitorings again.
Best practices and important notes
📌 Custom fields cannot be edited
Once created, custom fields cannot be edited. Think carefully about the label and field type you want to use before creating them. If necessary, you can deactivate the field and create a new one with the correct settings.
✅ Global vs. Project-specific
Global custom fields are available in all projects and are suitable for cross-project categorizations. Project-specific custom fields are only visible in the respective project, helping to maintain an overview if different teams have different requirements.
✅ Less is more
Create only the custom fields you truly need. Too many fields can affect clarity and unnecessarily lengthen the evaluation process. Regularly check which custom fields are actively used.
✅ Consistent naming
Use uniform names for similar custom fields across different projects. This facilitates data analysis and comparison.
Further Information
📊 Recording Evaluations
Learn how to create customer contact evaluations using your configured custom fields
📈 Creating Analyses
Use custom fields for detailed analysis of your evaluation data
Need support?
Our support team is happy to help you with the configuration and optimization of your custom field management.