Creating a Multi-Level Segmentation Report (MLR)
What is a Multi-Level Report?
A Multi-Level Report lets you go deeper into one specific metric by breaking it down by a dimension of your choice.
Think of it this way: a Multi-Metric Report tells you what is happening across multiple areas at once. A Multi-Level Report zooms into one area and helps you understand exactly how that number is distributed.
For example, instead of just knowing that 50 new chats came in this week, a Multi-Level Report can show you how those 50 chats were split across your agents — who handled how many, and on which day. That is the kind of detail that helps you spot imbalances, reward top performers, and fix gaps in your operation.
Use this report when you have one specific metric you want to understand more deeply.
How to Build a Multi-Level Report
Step 1: Create a New Report
Go to the Reports section and click the green New Report button on the top right. Enter a name for your report, select Segmentation as the report type, and click Create Report.
Step 2: Set the Date Range
On the left side of the report builder, select the time period you want to analyze. Your options are Today, Yesterday, Last 7 Days, Last 30 Days, or Custom Range.
Step 3: Set the Display Frequency
Select how you want the data grouped within that time period. Your options are Per Hour, Per Day, Per Month, or Summary.
As a quick guide: for a 7-day report, Per Day gives you a clean day-by-day view. For a longer period like 3 months, Per Month keeps things readable.
Step 4: Select the Type of Report
On the right side of the screen, open the Type of Report dropdown in the Report Setup panel and select the category you want to build the report on.
Chats — For everything related to conversations. Messages — For everything related to messages exchanged. Telephony — For WhatsApp call activity. Team Members — For agent performance and workload.
Step 5: Select a Single Metric
This is the key difference between an MLR and an MMR. In a Multi-Level Report, you can only select one metric. Choose the specific metric you want to analyze in depth.
For example, if you want to understand how new conversations are distributed across your team, select New Chats as your metric.
For the full list of available metrics under each report type, refer to the Understanding Metrics article in this section.
Step 6: Select a Breakdown
This is where the Multi-Level Report becomes powerful. A breakdown splits your selected metric by a dimension of your choice, so you can see how the number is distributed rather than just what the total is.
For example, if you selected New Chats as your metric and choose Team Member as your breakdown, the report will show you how many new chats each agent handled, for every day in your selected date range.
For details on all available breakdowns, refer to the Understanding Breakdowns article in this section.
Step 7: Apply Filters (Optional)
Filters let you narrow the report down further. For example, you can combine a Team Member filter with a breakdown to isolate one specific agent's data and see how their metric is distributed.
For details on all available filters, refer to the Understanding Filters article in this section.
Step 8: Save the Report
Once you are happy with the report, click Save and Update in the top-right corner. The report is saved to your DoubleTick account and can be reopened anytime without needing to rebuild it.
View & Export Data with Custom Fields (New)
Segmentation reports don’t just show numbers — you can also drill down and see the exact chats behind those numbers, along with additional custom field data.
How to View Raw Data
Click on any number in your report. This opens a Raw Data pop-up that shows the list of chats contributing to that metric.
Each row includes details like timestamp, channel name, channel number or handle, channel type, and customer number or handle.
Adding Custom Fields to the View
You can enrich this data further by adding your custom fields as columns:
In the Raw Data pop-up, click View Options (top-right corner).
A dropdown will appear with all your custom fields. Each field is tagged as:
Customer → Customer-level attributes
Channel → Channel-level attributes
Use the search bar to quickly find a specific field.
Select one or more fields using the checkboxes.
Click Add.
The table will refresh and display your selected custom fields as new columns.
If a field has no value for a chat, it will show a “-”.
Exporting Raw Data with Custom Fields
Once you’ve added the columns you need, click Export (next to View Options).
The downloaded file will include all visible columns — including the custom fields you added.
Why This Matters
This is especially useful when analyzing Segmentation reports, as it helps you understand which exact customer or channel attributes are driving the numbers you see.
Instead of just seeing metrics, you get full context behind them — making your analysis more actionable and precise.
That is all it takes to build a Multi-Level Report.
Once you start using it, you will quickly realize how much clarity it adds. The same number that looked straightforward in a Multi-Metric Report tells a completely different — and far more useful — story when broken down by the right dimension. Whether you are tracking agent performance, comparing WhatsApp numbers, or monitoring how customers are being segmented, the Multi-Level Report gives you the depth you need to make confident, informed decisions.
Last updated