> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/enterprise-analytics/introduction-to-funnel-report/how-to-use-breakdown-to-analyze-and-get-insights.md).

# 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](#what-is-a-breakdown)
* [Date breakdown](#date-breakdown)
* [Team member breakdown](#team-member-breakdown)
* [WhatsApp number breakdown](#whatsapp-number-breakdown)
* [Combining breakdowns](#combining-breakdowns)
* [Viewing detailed reports](#viewing-detailed-reports)
* [View and export data with custom fields](#view-and-export-data-with-custom-fields)
* [Funnel outcome](#funnel-outcome)
* [Key takeaways](#key-takeaways)

#### 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.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2Fsln5ofRpuXQuGye0qRdF%2FUntitled%20design%20-%202026-04-28T114001.483.gif?alt=media&#x26;token=7f1229dc-c3a7-40d8-878d-1acc0d65df9d" alt=""><figcaption></figcaption></figure>

#### Date breakdown:

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FwBVrhyy41PazD2WS9BA4%2Foutput2_2x.gif?alt=media&amp;token=2de6d390-f99a-423a-a009-14f154cbaa85" alt=""><figcaption></figcaption></figure>

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:

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F2cyjOc0kqP98zlxjsFtA%2Fteam%20member.gif?alt=media&amp;token=bd0133d4-3427-4bd1-8f89-07e6a5212713" alt=""><figcaption></figcaption></figure>

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:

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F7gvSPU9wkjUYPPRkJKYr%2Fwhatsapp%20number.gif?alt=media&amp;token=e1cd8e3d-7721-474d-a232-64adb874f8e9" alt=""><figcaption></figcaption></figure>

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

<mark style="color:$primary;">**New**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FsQd2xA2f2lPpkB966vvF%2FEnterprise%20Analytics%20%E2%80%94%20Custom%20Fields%20in%20Raw%20Data%20(2).gif?alt=media&#x26;token=c10cbb12-5b1b-409a-af96-9b3154400f4c" alt=""><figcaption></figcaption></figure>

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

<details>

<summary>How many breakdowns can I use at once?</summary>

You can use one breakdown on its own or combine more than one. For example, date and team member together give you a day-by-day view of each agent.

</details>

<details>

<summary>Which team member is a chat counted against in the funnel report?</summary>

It depends on the option you pick in the dropdown under the Team Member breakdown: the currently assigned agent, the agent assigned at event time, or the agent who performed the action. The default is the agent who performed the action.

</details>

<details>

<summary>What is the difference between currently assigned agent and agent assigned at event time?</summary>

Currently assigned agent is whoever the chat is assigned to right now. Agent assigned at event time is whoever the chat was assigned to when the event happened, even if it was reassigned later.

</details>

<details>

<summary>Can I see the customers behind a number in the report?</summary>

Yes. Click any number to open the detailed report with customer name, phone number, event timestamps, assigned team member, and template used.

</details>

<details>

<summary>Can I export custom fields with the raw data?</summary>

Yes. Add the custom fields you need from View options, then click Export. The file includes every visible column.

</details>

#### Related articles

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/FE6Fq1GWgtfAGzXWywQG" %}
[Applying Filters in Funnel Reports](/enterprise-analytics/introduction-to-funnel-report/applying-filters-in-funnel-reports.md)
{% endcontent-ref %}

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/cxska7DFoe7MWdWgJoxo" %}
[Understanding Funnel Conversion Metrics](/enterprise-analytics/introduction-to-funnel-report/understanding-funnel-conversion-metrics.md)
{% endcontent-ref %}

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/wTO1Gj4tvUUqlTjbdhnY" %}
[Powerful Funnel Reports You Can Build Using Funnel Analytics](/enterprise-analytics/introduction-to-funnel-report/powerful-funnel-reports-you-can-build-using-funnel-analytics.md)
{% endcontent-ref %}


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