Understanding Breakdowns in Segmentation Reports

A breakdown splits your report data into segments based on a dimension you choose.

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 in reports where you want to analyze one metric across multiple dimensions for deeper insights.

Default Breakdowns

Default breakdowns segment your data using standard system-defined dimensions.

Segments data by manager, agent, WhatsApp number, customer type (new vs returning), message status, templates, and CTA clicks to compare performance and engagement across these dimensions.

Custom Field Breakdowns (Value-Based)

Your team assigns values to chats using custom fields — for example, marking a chat’s Customer Sentiment as Satisfied, Neutral, or Dissatisfied.

This breakdown looks at what value a chat is currently holding on a given day and groups chats based on those values.

So if you apply this breakdown, the report will show how many chats fall under each value — even if those values were assigned earlier.

Use this when you want to answer: How many chats are currently in each category?

Event-Based Breakdowns

This works differently. Instead of looking at the current value, it looks at when a value was changed.

This breakdown groups chats based on value change events that happened during the selected time period.

So if a value was updated to Dissatisfied on a specific day, it will be counted for that day.

Use this when you want to answer: How many chats were updated to each value during the selected time period?