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Breakdown analysis visualizes how conversations are distributed across categories and attributes — essential for understanding what customers are asking about.

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Category Breakdown

See distribution by conversation type: Example:
  • Billing: 35%
  • Technical Support: 40%
  • Account Issues: 15%
  • Feature Requests: 5%
  • General: 5%

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What It Tells You

  • Which topics dominate support volume
  • Where to focus knowledge improvements
  • Staffing and resource allocation needs

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Attribute Breakdown

See distribution per attribute: Priority:
  • High: 20%
  • Medium: 45%
  • Low: 35%
Product Area:
  • Dashboard: 50%
  • API: 30%
  • Mobile: 20%

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Viewing Breakdown

1

Navigate to Breakdown

Go to Analyze → Breakdown.
2

Select View

Choose Category view or Attribute view.
3

Select Date Range

Choose the time period to analyze.
4

View Charts

See distribution visualizations.

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Drill-Down

Click any segment to see matching conversations:
  1. Click a pie slice or bar
  2. See list of conversations in that segment
  3. Click individual runs for details
This helps you:
  • Understand what’s in each category
  • Identify patterns within segments
  • Find examples for training

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Comparing Periods

Compare distribution across time:
CategoryThis WeekLast WeekChange
Billing35%30%+5%
Technical40%45%-5%
Account15%15%—
What changes tell you:
  • Emerging issues (category growing)
  • Resolved issues (category shrinking)
  • Seasonal patterns

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Cross-Analysis

Combine category and attribute analysis: High Priority by Category:
  • Technical: 45%
  • Billing: 35%
  • Account: 15%
This reveals:
  • Which categories have urgent issues
  • Where to prioritize improvements
  • Resource allocation needs

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Metrics by Segment

See performance metrics per segment:
CategoryVolumeResolution RateEscalation Rate
Billing35082%8%
Technical40068%15%
Account15091%3%
Insights:
  • Technical has lower resolution — needs more knowledge
  • Account resolves well — keep doing what works
  • Billing escalation is moderate — check guardrails

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Insights from Breakdown

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High-Volume Categories

If a category dominates:
  • Ensure knowledge coverage is excellent
  • Consider specialized agents
  • Review common questions

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Growing Categories

If a category is increasing:
  • Investigate root cause
  • Add knowledge proactively
  • Consider product changes

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Low Resolution Categories

If a category resolves poorly:
  • Review knowledge for gaps
  • Check agent configuration
  • Analyze escalation reasons

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Exporting Data

Export breakdown data for further analysis:
  • CSV: Raw data for spreadsheets
  • Chart image: For presentations

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Next Steps

Performance Metrics

See aggregate KPIs

Insights

AI-powered analysis