The drilldown capability in Customer Feedback Management Analytics allows you to move from summarized metrics to detailed, response-level or segment-level views. This feature facilitates a contextual exploration of survey data by opening a secondary analysis pane. This pane computes and displays results exclusively for the metrics selected during the drilldown, strictly adhering to the filters and context inherited from the parent widget.

Consequently, drilldown serves as the primary method for investigative analysis in Customer Feedback Management dashboards.

Business Use Cases

• Enables root-cause analysis by moving from summary metrics to detailed data.

• Eliminates the need to create duplicate dashboards for investigation.

• Allows exploratory analysis while retaining dashboard context.

Key Features

• Preserves analytical context during exploration.

• Reduces reliance on exports for investigation.

• Works consistently across widgets, filters, and hierarchies.

• Forms the base for saving and reusing analysis via Explore Lens.

Navigation

Drilldowns are provided out-of-the-box, so no setup is required.

1. Access your Customer Feedback Management Analytics dashboard.

2. Interact with supported widgets to explore data.

3. For charts and KPIs, click directly on any data point to drill into details.

4. For tables and response-based widgets, hover over a row or value and select Drilldown.

   1. The Drilldown action opens a secondary analysis pane. This pane recalculates metrics based on:

      

      1. The selected data point or row.

      2. The exploration metrics you choose.

      3. All applicable dashboard, widget, and drilldown filters.

5. Continue your exploration by adjusting filters or adding widgets as needed.

6. Drilldown always respects the context of the parent dashboard, including applied filters and time range.

What can be done inside a Drilldown

Once the Drilldown pane opens, you can perform the following actions:

• View recalculated results based on the selected data point, exploration metrics, and inherited filters.

• Further drill down into the data by interacting with widgets inside the pane.

• Change visualisation type for widgets, similar to visualisation controls available in Custom Dashboards.

• Export data from the Drilldown pane using standard export options.

• Add to Dashboard to permanently add widgets from the Drilldown pane into a Custom Dashboard for continued analysis.

Explore Lens captures a Drilldown state for repeated access; it does not replace Drilldown.

FAQs