Introduction to Segmentation Report

A Segmentation Report is one of the two report types available inside Enterprise Analytics on DoubleTick. It is designed to help businesses analyze performance metrics over a selected time period, with the ability to slice and filter that data by different dimensions such as team members, WhatsApp numbers, or reporting managers.

Think of a Segmentation Report as your day-to-day performance lens. It answers questions like:

How many new chats did we receive this week?

How quickly are agents responding?

Which templates are being read?

How are calls being handled across the team?

You define what you want to measure, set a time period, and the report gives you a structured view of that data — broken down in a way that is most useful to your business.

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How is a Segmentation Report different from a Funnel Report?

A Segmentation Report focuses on measuring and monitoring metrics over time. It is built for ongoing performance tracking — you use it to understand trends, evaluate team activity, and surface issues as they develop.

A Funnel Report, on the other hand, focuses on tracking a sequence of steps and measuring conversion at each stage. It is built for understanding how customers move through a defined process and where they drop off.

If you want to know how your team is performing day to day, use a Segmentation Report. If you want to understand how customers are progressing through a specific flow, use a Funnel Report.