This article will walk you through how to create and run reports, using the Report Builder. The report builder allows you to visualize your data from Gainsight, any Salesforce Object and Matrix Data Analyzer (MDA), in charts as well as in tables. To view a short video demo of the report building process, watch Intro to Reporting.

For information on color settings in reports, see this article.

Create New Report

Create New Report

To create a new report you will:

  1. Select a subject area: Subject areas are divided into Gainsight, MDA Data and Salesforce Objects. Depending on what you select, you'll get all of the fields associated with the object you picked, in addition to all SFDC Account fields and GS CustomerInfo fields.
    • Commonly used subject areas:
      • Customers: general customer information, including onboarding stage, number of employees, owner, current score, industry, etc.
      • Calls to Action: for customized CTA reason/status/type reporting (Call to Action ID is a unique identifier for each CTA)
      • Transactions: customer transactions such as upsell, down-sell, churn, etc.
      • User Adoption: usage data reporting
    • Gainsight Object Glossary: use this table to better understand the main MDA and SFDC objects and fields used in Gainsight

2.     Name this Report: This will be the name that appears in the Repository, as well as in any menus or screens where the report is displayed.

Show Me & By

Show Me & By

Show Me: Add any data that you would like to visualize or include in the report. 10 fields max.

When you build reports using the fields with URL data types, the field displays a clickable hyperlink.


  • When you build reports using the fields with URL data type, you can see all the URLs are holding a clickable hyperlink
  • URL data type support is applicable only for MDA objects

URL Data Type Support.png

By: Add up to 5 fields that you would like to use to slice and dice or segment the data by. A field will have to be considered Groupable by Salesforce in order to use in the By section. If you do not select a By option, then you can only view the data in a table.


  1. SFDC Formula fields cannot be used in the By section.
  2. You cannot add the following data types to the By fields:

  • Long Text Area
  • Rich Text Area (MDA)
  • Multipicklist
  • Measures (Number, Currency, and Percentage, etc.)
  • Address 
  • URL

A new option called Apply Pivot is visible under the gear icon if you have two fields in the By section. You can enable pivot only for one field at a time. For more information on how to create Pivot tables within data that has been exported from Gainsight as an excel document, see the Microsoft tutorial Create a Pivot Table to analyze worksheet data.

There is no row limit for pivoted reports. However, the pivot happens on the UI (on the already presented data), for example, if a report has 1000 rows before applying the pivot, when you pivot the report on the month column, the number of results would shrink to 1000/12.

Row Limits _Pivot Reports.gif

As an example, if you’d like to see # of Accounts and Total ARR by CSM,  you would add Account Name and ARR to the Show Me section and CSM Name to the By section.

Aggregation: Once fields have been added to the Show Me and By sections, you will be able to choose aggregations in the Show Me fields. The default aggregation is dependent on the field type. Text fields are automatically set to Count, and numeric fields are automatically set to Sum. Aggregation options include:

  • MIN
  • MAX
  • AVG
  • SUM

Click the Settings icon next to the field label to update Aggregation type and Field Display Name. Field Display Name can also be updated in the By fields by clicking the icon. The Field Display Name will be the label that appears on the report. You can re-order fields in Show me or By, by dragging and dropping them.

Summarize by: In the By section, when you group by time, you can summarize by Day, Week, Month, Quarter, and Year. This option will be available if you have one item in Show me and one in the By field. Also, the By field must be a date-related field.



Click Apply to see a visualization of the data.

Visualization Types

Select Visualization Type

By default your data will be displayed in a table, however, you can click the Select Visualization Type icon and pick from the following options (visualization types are dependent on data points chosen in Show Me and By):

  1. Table
    • Note: In the report builder, you can modify the column widths for tabular reports. However, if the report only contains a handful of columns, then the columns will expand to fill the dashboard containers on the Gainsight Home tab. If a report contains approximately 8 or more columns, and you adjust the column widths in the report builder, then the adjustments will be honored in dashboards containing that report.
  2. Pie
  3. Bar
  4. Column
  5. Line
  6. Area
  7. Stacked Bar
  8. Stacked Column
  9. Bubble
  10. Column Line
  11. HeatMap
  12. Pivot table
  13. Packed Bubble
  14. Scatter
  15. Widget

The following image describes the number of Show Me and By fields required to generate each of the above-mentioned visualizations,

Note: Graphical reports created will honor scorecard colors as well as colors configured on Gainsight picklist items.

Set Aggregations for Individual Columns

Set Aggregations for Individual Columns

Add Column Calculated Function values (column aggregates) to tabular reports. In the report builder, for any numeric field in a tabular report, Admins can set aggregations (sum, avg, median) for individual columns. To set column totals, click the Gear icon for the field; then under Column calculations select the aggregation that you would like to see. For example, you can select Sum, Average, or Median option (function) to appear in the column totals.

The column aggregate values will display in reports on the Customer360, Gainsight Dashboards, and Success Snapshots; but are not available in CSV exports. Column totals work across all SFDC and MDA objects.

Note: Currency and Percentage symbols are now supported in the Report Builder and also when you export the report to PowerPoint. These symbols will appear in headers when you export to CSV/Excel.


  1. Column Calculated Function values are not supported for Pivot reports that are visualized in Tabular format or any other chart visualization. Additionally this feature is not supported when you export such reports using a CSV or Excel sheet.
  2. Works only with Tabular reports.
  3. For SFDC, it displays the Column Calculated Function values for only up to 2000 records, whereas for MDA it displays Column Calculated Function values for records up to the limit that is set in the Tenant Management.



To filter the data that is being displayed on the graph, click the Filter icon at the top right. Two types of filters are allowed:

  • Design Time Filter Filter remains fixed and cannot be changed in the consumption area such as Gainsight Home. Click the lock to lock this filter.
  • Run Time Filter The value can be changed in the consumption area such as Gainsight Home. Leave filter unlocked.
  • Pick the field you want to filter on, choose the operator and then pick the data and click Apply.
  • Filter by Current User or Other Users: In Report Builder, when you filter on user fields, you can now select current user and other users. Current user is the logged in user and other users refers to the rest of the users in your organization. You will be able to see these options in objects related to users. For example, Created by ID(Salesforce), ID, Name, Email(MDA), and so on.

In reports created from MDA, the 'not equals(!=)' filter used to exclude a CSM or user will not only exclude CSM, but it will also exclude the null values, so you will need to apply an additional filter to include null values. For example, if you want to exclude XYZ (CSM Title), apply filters as, Filter A:  CSM Title != XYZ and  Filter B: CSM Title = null.  

Notequals FIlter.png


  • By default all filters are unlocked.
  • If you are using dates in the filters, put them first to optimize the query.
  • If you are using the operators 'contains' or 'equals' make it the last filter.
  • In reports created from MDA objects, standard filters such as 'Last 7 days', ‘Last 30 days’, and so on are extended to all the operators(<, >, <=, >=). Previously, these filters were available only for equals (=) and not equals(!=), but now we have extended support to all the operators in the filter area.
  • All filters added on normal fields will be automatically added to the upper section of the filter bar in the report builder.
  • All filters added on aggregated fields will be automatically added to the lower section of the filter bar in the report builder.
  • By default, the operator between multiple filters is AND. You can change it to an OR statement by typing in the text field in the top right.
  • Normal fields are numbered from A, B…. Z and aggregated fields are numbered from 1, 2, 3…… If you want to apply an OR between the filter conditions, or if you want to add advanced filters such as (A OR B) AND C, type in your desired expression in the text box adjacent to the aggregated and non-aggregated filter section.

Configure Drill Downs

Configure Drill Downs

Click on any point in a graph to see a drill down of the data associated with that data point. Once in the drill down, you can click on the three dots to see a list of available fields to add or remove from the table. Click Apply once you have made your selections. The drill down table will display your selections when users click on a data point on the graph. Your drill down view is sticky or preserved when you click into other data points in that report. For a quick video demo of how the drill down works, click here.

You can even control the order of the columns in a drill down view, the selected view remains sticky only for SFDC objects but not for MDA objects.

Drilldown_Order of Columns.gif

You can download an Excel sheet report using the download icon.

Note: Reports containing 2,000+ records will export in CSV format.



Ranking would be used if you only want to include Top x or Bottom x records based on a particular field in the report.

To configure ranking:

  1. Click on the cog icon
  2. Choose Ranking
  3. Choose the field that you’d like rank your report on and set Top x or Bottom x based on your requirement and click apply.

Add Reports to Home Page Layouts and Customer 360

At this point, your report is only visible here in the report builder. However, reports can be added to Gainsight Home Dashboards and to the Customer 360 page. To learn more about how to create and edit Dashboards, click here.

Reports from the Report Builder will have the following options at run time:

Salesforce/Gainsight Reports:

  • Filter
  • Suggested visualization

MDA Reports:

  • Filter
  • Suggested visualization

While accessing reports created using the report builder from home page or C360

  • You will not be able to configure “Advanced search” filters
  • You can only change the operator and value of Unlocked filters
  • You can add only one filter condition on unlocked fields

Report View and Export Limits

The following are the reporting preview and export limits in Report Builder, Gainsight Home Dashboards, C360, and Account/Oppty widgets:

Reports (in Report Builder) built on SFDC objects:

  • Export to Excel < 2000 rows
  • Export to CSV >= 2000 rows

MDA reports:

  • Export to Excel < Tenant configured limit, can vary between 1000 and 5000 (max.)
  • Export to CSV >= Tenant configured limit

Report Builder:

  • “Show me” field limit: 10 fields if there is 1 or more by fields
  • “By” field limit: 5

Report timeout:

  • SFDC: 60 or 120 seconds (SFDC Rest API response can have maximum of 5MB of data as response).
  • MDA: 30 seconds (Mongo can have maximum document data as 16MB).

Dashboard Export

  • SFDC: PPT max record 100 with 10 slides, MDA: PPT max record 500 with 50 slides
  • Max. # of reports per Gainsight Dashboard: 20

Other limits:

  • Summarized by limits (SFDC) days-NA, Week-12, Month-13, Qtr- 5, Year-2 Maximum Limit for Decimal Values supported
  • Applicable for both SFDC and New Stack - Decimal places should be supported for 9 digit only
  • Max. # of reports per GS Dashboard: 20