Creating a Multi-Metric Segmentation Report (MMR)
What is a Multi-Metric Report?
A Multi-Metric Report lets you track multiple things at the same time in one single report.
For example, instead of building three separate reports to check how many calls were dialed, how many connected, and how many consents were received — you can pull all three together in one report and see them side by side.
Use this report type when you want a broad view of how things are performing across multiple indicators at once.
How to Build a Multi-Metric 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
Right next to the date range, select how you want the data grouped inside that time period. Your options are Per Hour, Per Day, Per Month, or Summary.
Not sure which one to pick? Here is a simple guide: if you are looking at the last 7 days, choose Per Day so you see a day-by-day breakdown. If you are looking at the last 12 months, choose Per Month so the data stays clean and readable.
Step 4: Select the Type of Report
On the right side of the screen, you will see the Report Setup panel. Open the Type of Report dropdown 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 Your Metrics
Once you have selected the report type, scroll down to the Metrics section. This is where you choose what you actually want to measure. Select as many metrics as you need — this is what makes it a Multi-Metric Report.
The moment you select your metrics, the report will automatically generate and display the data for the date range and frequency you have set.
For the full list of available metrics under each report type, refer to the Understanding Metrics article in this section.
Step 6: Apply Filters (Optional)
Want to narrow the report down further? Use filters to show data only for a specific agent, WhatsApp number, template, or customer type. For example, you can filter by a single team member to see their performance in isolation.
For details on all available filters, refer to the Understanding Filters article in this section.
Step 7: Apply a Breakdown (Optional)
A breakdown splits your data by a dimension of your choice, adding another layer of detail to the report. For example, you can break the data down by WhatsApp number to see how each number is performing against the metrics you have selected.
For details on all available breakdowns, refer to the Understanding Breakdowns 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 now saved to your DoubleTick account. You can open it anytime and the data will automatically reflect the time period you have set — no need to rebuild it from scratch.
Exporting the Report
To download the report as an Excel sheet, click the Export button available on the report view.
That is all it takes to build a Multi-Metric Report.
Once you have it set up, this report becomes one of the most powerful tools in your Enterprise Analytics toolkit. Instead of jumping between multiple reports, you have everything you need in one place — ready to open, ready to export, and always up to date.
The more you use it, the better you will get at identifying which metrics to combine to get the most useful picture of your business performance.
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