Agent Status Extract
Updated
This documentation outlines the extract capturing agent status-related data. The Agent Status Extract provides status-level records reflecting changes in agent availability and configured status activity within the platform.
Each row represents a specific status interval for an agent, capturing when the status was assigned, when it was removed/ changed, and the total duration spent in that status. This extract enables visibility into agent state transitions and time distribution across different statuses.
Purpose
Provide agent status-level data, enable monitoring of all the agent state activity.
Enable analysis of time spent across configured agent statuses for workforce optimisation
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | Not channel-specific; platform-level agent status data |
Agent Split | Agent-level (based on Agent ID) |
Granularity | Agent Status-level (one row per agent per status interval) |
Date Filter | Extract depicts data based on "Status Assign Time" of the particular status |
Update Frequency | 1 min after the status remove time logged for the particular status |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom field exists in the particular extract based on below:
Default Behavior: User Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics | Definition | Unique Key | Data Type | Is Null |
Agent | The sprinklr user for whom the report is being generated | Varchar | N | |
Agent ID | The sprinklr user ID for whom the report is being generated | Y | Number | N |
Status Assign Time | Timestamp when an agent moved into a particular status. Apply filter for a particular Agent Status to see details. | Y | Timestamp | N |
Status Remove Time | Timestamp when an agent moved out of a particular status. Apply filter for a particular Agent Status to see details. | Timestamp | N | |
Time in Status | Time Spent in the status in given Interval, to be used with Agent Status | Number | N | |
Agent Status | Status associated with an agent. These statuses are configured in the Sprinklr platform and may include Available, Break, Lunch, etc. | Y | Varchar | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to the related article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
Each row represents a unique status interval for an agent, defined by Status Assign Time and Status Remove Time for each Agent Status
The extract captures status transitions only and does not include interaction or performance metrics.
The Agent ID field can be mapped with other agent-level extracts (e.g., Login-Logout or Agent Performance) for enriched workforce reporting.