Breakdown and Distribution

The breakdown table below shows record count, engagement rate, and score (with delta) by account, agent, and record. Score card selection at the top of the dashboard will determine the metrics shown in the breakdown table. In this example we have selected the Organic Promoter Score (shown also in the top left corner of the widget).

  • To change your breakdown view, select an option from the dropdown in the top right corner of the table. Clicking the filter icon to the right of this dropdown also allows you to search for a specific account, agent, or record.
  • The table sort order will default to record count (high --> low), but can be sorted by clicking on a column name. The column will then be highlighted in orange to indicate the new sort order.
  • Clicking on a row will highlight it yellow and filter the contents of the rest of the dashboard. This allows users to drill down and explore factors and verbatims for a specific entity.

Use the arrows in the bottom left and right corners of the table to scroll through additional records.

The Distribution graph shows the distribution of values in your data. In this example we see the organic promoter score ranges from -100 to 100. You can hover over any of these to see number of records included and the value it represents.


The distribution graph for the organic promoter score tends to have a barbell shape as most conversations will have at least one problem statement, but not all will have a positive statement that would bring the score back up.

When you select a specific entity in the breakdown, the graph will update to show you this entity's distribution vs. all other entities. For example, the view below shows a comparison of the paylocity's organic promoter score vs. all other accounts. This type of view can help you understand whether a score for a specific account/case/agent is due to a single, non-typical case, or because of larger trends in performance for that entity.



Want more breakdown views?

Learn how to configure breakdowns here:

What’s Next