Understanding Type of Report in Segmentation Reports

When building a Segmentation Report in DoubleTick, the first thing you configure inside the Report Setup panel is the Type of Report. This selection determines which category of your WhatsApp operations you want to analyze. All the metrics you can choose from will be based on the type of report you select here.

There are four types of reports available.

Chats

Select Chats when you want to track performance and metrics at the conversation level. This covers everything related to how chats are being initiated, managed, and resolved — including volumes, response times, resolution times, customer engagement levels, and escalation signals like irritated chats or SLA breaches.

Use this type when your primary goal is to understand how conversations are flowing across your team.

Messages

Select Messages when you want to analyze the volume, frequency, and nature of messages exchanged between your team and your customers. This includes template delivery and engagement performance — whether templates are being sent, delivered, read, or acted upon.

Use this type when your focus is on the message layer of your communication rather than the overall conversation.

Telephony

Select Telephony when you want to track WhatsApp call activity on your account. This covers outgoing and incoming call volumes, connection rates, missed calls, and call consent data.

Use this type when you want to monitor how your team is using WhatsApp calling and how customers are responding to those calls.

Team Members

Select Team Members when you want to monitor agent productivity, workload distribution, and overall team efficiency. This type focuses on how individual agents and the team as a whole are performing across your WhatsApp operations.

Use this type when your goal is to evaluate people performance rather than conversation or message metrics.