> 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-segmentation-report/understanding-breakdowns-in-segmentation-reports.md). # Understanding breakdowns in Segmentation Reports Learn how to use breakdowns to split your Segmentation Report data by dimensions like team member, channel, customer type, or tag. A breakdown splits your report data into segments based on a dimension you choose. This article explains how breakdowns work, the default breakdowns available, and how event and custom field breakdowns work. #### What's covered * [What is a breakdown](#what-is-a-breakdown) * [Default breakdowns](#default-breakdowns) * [Events](#events) * [Channel Level Custom Fields](#channel-level-custom-fields) * [Customer Level Custom Fields](#customer-level-custom-fields) * [Key takeaways](#key-takeaways) #### What is a breakdown While a filter narrows down the data you are viewing, a breakdown keeps the complete dataset intact and adds another layer of detail. It helps you understand how your metrics are distributed across different categories. Breakdowns are typically used when you want to analyze one metric across multiple dimensions for deeper insights.
#### Default breakdowns: Default breakdowns segment your data using standard, system-defined dimensions, such as manager, agent, WhatsApp number, customer type, message status, and chat tags, so you can compare performance and engagement across them. * **Reporting Managers**: Splits data by the manager each team member reports to. * **Team Members (****New****)**: Splits data by individual agent. After you select Team Members, **Currently assigned agent** is selected by default. Click the dropdown 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. This is selected by default. * **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. * **Channels**: Splits data by messaging channel. * **New vs Returning**: Splits data by new and repeat customers. * **Message Status**: Splits data by delivery status (sent, delivered, read, or failed). * **Sender Type** : Splits data by who sent the message (agent, API, AI agent, Bot, or Uncategorized). * **Chat Status** : Splits data by chat state (open or closed). * **Tags** : Splits data by the chat tags applied in DoubleTick. Select Tags as your breakdown and choose the tags you want to break your data down by. The chats behind your selected metric are immediately divided according to which of those tags they carry, and you can export the resulting data like any other report. Available in Chats, Messages, Telephony, and WhatsApp Group reports, but not yet in Team Members reports. #### Events: Events group data based on **when a value changed**. For example, if a customer's **Customer Sentiment** changed to **Satisfied** today, the chat is grouped under **Satisfied** in today's report. Use events when you want to know how many chats were updated to a specific value during the selected time period. #### Channel Level Custom Fields: Channel Level Custom Fields group your report using information stored against your communication channels. Use these when you want to compare report data across different channels or channel attributes. Available in Chats, Messages, Telephony, and WhatsApp Groups. #### Customer Level Custom Fields: Customer Level Custom Fields group your report using the **current values** stored for your customers. Use these when you want to compare customers based on their current information, such as **Lead Stage**, **Region**, or **Customer Type**. Available in Chats, Messages, Telephony, and Team Members. #### Key takeaways * A breakdown keeps your full dataset and splits it into groups, while a filter narrows it down. * Default breakdowns include team members, channels, message status, sender type, chat status, and tags. * The Team Members breakdown lets you count a chat against the currently assigned agent (the default), the agent assigned at event time, or the agent who performed the action. * Events group by when a value changed, while customer level custom fields group by the current value. #### Frequently asked questions
What is the difference between a filter and a breakdown? A filter narrows your report down to a subset of data. A breakdown keeps all the data and splits it into groups so you can compare them.
Which team member is a chat counted against in a Team Members breakdown? It depends on the option you pick: the currently assigned agent, the agent assigned at event time, or the agent who performed the action. The default is the currently assigned agent.
Which option should I choose for the Team Members breakdown? Choose currently assigned agent to see who owns the chat now. Choose agent assigned at event time to see who owned the chat when the event happened. Choose agent who performed the action to see who actually did the work.
Can I export a report that uses the Tags breakdown? Yes. You can export the data from a Tags breakdown like any other report.
Can I use the Tags breakdown in Team Members reports? Not yet. The Tags breakdown is available in Chats, Messages, Telephony, and WhatsApp Group reports.
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