> 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

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.

<figure><img src="/files/975KNRbBJ31MN1S7fOF7" alt=""><figcaption></figcaption></figure>

#### <mark style="color:$primary;">**Default Breakdowns**</mark>

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.

**Breakdowns** (splits the data into groups for comparison):

1. **Reporting Managers** – Splits data by the manager each team member reports to.
2. **Team Members** – Splits data by individual agent.
3. **Channels** – Splits data by messaging channel.
4. **New vs Returning** – Splits data by new vs. repeat customers.
5. **Message Status** – Splits data by delivery status (sent, delivered, read, failed).
6. **Sender Type (**<mark style="color:$primary;">**New**</mark>**)** – Shows only messages sent by a selected sender (agent, API, AI agent, Bot or Uncategorized).
7. **Chat Status (**<mark style="color:$primary;">**New**</mark>**)** – Shows only chats in a selected state (open vs Closed).

#### <mark style="color:$primary;">**Events**</mark>

Events group data based on **when a value changed**.

For example, if a customer's **Customer Sentiment** changed to **Satisfied** today, the chat will be grouped under **Satisfied** for today's report.

**Use Events when you want to know:** *How many chats were updated to a specific value during the selected time period?*

#### <mark style="color:$primary;">**Channel Level Custom Fields**</mark>

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.

#### <mark style="color:$primary;">**Customer Level Custom Fields**</mark>

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.


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