Breakdowns allow you to slice and segment your real-time support data to reveal deeper patterns and insights. You can group metrics by one dimension and then segment them further by a second dimension, giving you flexible multi-level analysis.
Every custom field and tag you add to Theymes is automatically supported as a breakdown, making segmentation fully adaptable to your workflow. Whether you're exploring channel performance, player tiers, response-time buckets or custom attributes, breakdowns help you understand why your metrics look the way they do.
General breakdowns
| Breakdown Name | Description |
|---|
| Category | Group by article category. |
| Channel | Group by channel. |
| Conversation ID | Group by ticket. |
| Game | Group by game. |
| Language | Group by language. |
| Platform | Group by platform. |
| Resolution type | Group by resolution type of the ticket. |
| Status | Group by status of the ticket. |
Time breakdowns
| Breakdown Name | Description |
|---|
| Day | Group by the day. |
| Hour | Group by the hour. |
| Month | Group by the month. |
| Week | Group by the week. |
| Weekday | Group by the weekday. |
| Year | Group by year. |
Agent breakdowns
| Breakdown Name | Description |
|---|
| Agent online status | Group by agent online status. |
| Assignee | Group by the agents assigned to the ticket. When grouping by the assignee, results will only include metrics specifically related to the assignee. |
| Team | Group by the teams which have handled the ticket. When grouping by the team, results will only include metrics specifically related to the team. |
Ticket breakdowns
| Breakdown Name | Description |
|---|
| CSAT | Group by CSAT. |
Article breakdowns
| Breakdown Name | Description |
|---|
| Article | Group by article. |
| Sub category | Group by article sub category. |
Tags and fields
| Breakdown Name | Description |
|---|
| Field | Group by field. |
| Skill | Group by skill. |
| Tag | Group by tag. |
Player breakdowns
| Breakdown Name | Description |
|---|
| Player | Group by player. |
| Player tier | Group by tier of the player. |
Response time breakdowns
| Breakdown Name | Description |
|---|
| Average time to response | Group by the average time to response of the ticket. |
| Time to first response | Group by the time to first response of the ticket. |
| Time to resolution | Group by the time to resolution of the ticket. |