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Drilling down

Dashboards are hierarchical: you start at the widest scope your access allows and drill down toward the detail — from the organization to a group, from a group to a user, or from the topic list to a single topic. The date range and filters you selected stay applied as you move.

Drill down

To dive into an aggregate number, click the name of the group, user, or topic in a breakdown table — or the View button next to it. The dashboard reloads at the narrower scope:

  • Organization → group — the group's own dashboard, with a per-user breakdown.
  • Group → user — one person's dashboard: their conversation counts, durations, and a sentiment summary panel on the Overview tab.
  • Topics → topic — one topic's trend and its matching conversations (see Topic dashboards).

Deeper scopes show fewer tabs than the organization dashboard — see the tab model. At every level, the Conversations tab lists the underlying conversations, so the path from "a number looks off" to "listening to the conversations behind it" is two clicks.

Note

Agents land directly on their own user-level dashboard, so there is no wider scope for them to drill up to.

As you drill down, breadcrumb links at the top of the dashboard trace where you are in the hierarchy — the top-level dashboard, then the group, then the user or topic. Click any link in the trail to return to that level; the first link takes you back to the top-level dashboard.