How to use breakdown to analyze and get insights
Learn how to use breakdowns in the funnel report to split your data by date, team member, or WhatsApp number, and how to open detailed reports and export custom fields.
Breakdowns split your funnel numbers into smaller slices so you can see which day, agent, or WhatsApp number is driving results. This article explains each breakdown and how to open the detailed report behind any number.
What's covered
What is a breakdown
When you run a funnel report, you see your overall numbers, such as how many templates were sent, delivered, and read. But sometimes you need to dig deeper. You may want to know which agent is driving the most conversions, or whether one WhatsApp number is performing better than another.
That is exactly what a breakdown is for. It splits your funnel data into smaller, more specific slices so you can spot patterns you would otherwise miss.
DoubleTick gives you three breakdown options:
Date: View results day by day.
Team member: View results per agent.
WhatsApp number: View results per WABA.
You can use any one of these on its own, or combine them for even more detail.
Date breakdown:
Applying the date breakdown shows your funnel numbers for each day separately instead of as one combined total. This is useful when you want to understand how a campaign performed over time. For example, you can see whether engagement dropped after the first day or picked up towards the end.
Here is what a date breakdown entry looks like: 16 February Templates Sent: 60 Templates Delivered: 44 Templates Read: 36 CTA Clicked: 10 Messages Received: 5
Team member breakdown:
Applying the team member breakdown shows funnel performance grouped by each agent on your team. This helps you answer questions like:
Which agent is closing the most conversations?
Is one team member's response rate much lower than the rest?
After you add Team Member as a breakdown, Agent who performed the action is selected by default. Click the dropdown below it to see the other two options and choose which team member each chat is counted against:
Currently assigned agent: Counts the chat against the agent it is assigned to right now.
Agent assigned at event time: Counts the chat against the agent who was assigned to it when the event happened.
Agent who performed the action: Counts the chat against the agent who actually performed the action. This is selected by default.
Use this breakdown during team reviews or when assessing individual performance.
WhatsApp number breakdown:
Applying the WhatsApp number breakdown shows funnel performance grouped by each WhatsApp number (WABA). If your business runs campaigns across multiple WhatsApp numbers, for example one for sales and one for support, this breakdown lets you compare how each number is contributing to the funnel.
Combining breakdowns
You can apply more than one breakdown at the same time. For example, combining date and team member gives you a day-by-day view of each agent's funnel performance. This level of detail is helpful when you want to track how individual performance changes over the course of a campaign.
Viewing detailed reports
Once you have applied a breakdown, you will see numbers in each row of the report. Click any of those numbers to open a detailed report for that specific entry.
Inside the detailed report, you can see:
Customer name and phone number.
Timestamps for each event in the funnel.
The team member assigned to that conversation.
The template that was used.
How long it took the customer to move from one event to the next.
You can also click to open the actual WhatsApp conversation directly from this view, without having to search for it manually.
View and export data with custom fields
New
When you click any number in the report, a Raw Data pop-up opens showing the list of chats behind that metric. In addition to the default chat details, you can view your account's custom field data directly alongside each chat.
Click View options at the top right of the Raw Data pop-up.
A searchable list of all custom fields appears. Each field is tagged as Customer (customer-level attributes) or Channel (channel-level attributes).
Select one or more fields using the checkboxes and click Add. The table refreshes and shows your selected custom fields as extra columns.
To export, click Export next to View options. The downloaded file includes all visible columns, including the custom fields you selected.
Funnel outcome
Every conversation in the detailed report shows a funnel outcome. This tells you how far the customer got before they stopped engaging.
The possible outcomes are:
Completed: The customer went through the entire funnel.
Dropped at Event 2: The customer stopped after the first step.
Dropped at Event 3: The customer stopped midway.
Dropped at Event 4: The customer dropped near the end.
Knowing where customers drop off helps you identify which part of your funnel needs attention, whether that is the message content, the timing, or the follow-up approach.
Key takeaways
Breakdowns split your funnel data by date, team member, or WhatsApp number, and you can combine them.
The Team Member breakdown has a dropdown to count a chat against the currently assigned agent, the agent assigned at event time, or the agent who performed the action (the default).
Click any number in the report to open the detailed report, and add custom fields as columns before you export.
Funnel outcomes show where customers drop off, so you know which step to improve.
Frequently asked questions
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