Name

Description

First Agent Response Time (Agent)

Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. The response time starts from either the agent assignment time or the last un-responded customer message time, based on the option selected on the 'Standard Metrics' screen. This is an agent-level metric and is calculated separately for each agent assigned to the case.

The operational logic is as follows: A current message will be excluded if the immediately preceding brand message came from the same agent within the same assignment. Conversely, it will be included if the previous message was automated or originated from a different agent.

Response Count

This gives the number of response shared by agent that has a corresponding Fan message and does not include the response shared consecutively.

The operational logic is as follows: A current message will be excluded if the immediately preceding brand message came from the same agent within the same assignment. Conversely, it will be included if the previous message was automated or originated from a different agent.

Contacts Assigned

Measures number of times a particular Case has been assigned to the agent.

Contacts Assigned with Brand Response

Measures number of times a particular Case that has been assigned to the agent has been responded.

Response Time Excluding First (Agent)

Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.

Handle Time (Assigned Duration)

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.

Contacts Assigned with Applied Macro

Number of assignments in which the assigned user has applied any macro.

Contacts Assigned with Applied Macro without Response

Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.

Contacts Assigned with No Action

Number of assignments in which user has neither shared a response nor applied a macro.

Forward Button Usage Count

Represents the number of times emails have been forwarded from system via a user, on that case during every assignment.

Total Agent Message Count

Number of messages sent by the agent including all the consecutive responses i.e. brand response by user not containing sprinklr system/ moderation user.

The operational logic is as follows: A current message will be excluded if the immediately preceding brand message came from the same agent within the same assignment. Conversely, it will be included if the previous message was automated or originated from a different agent.

Service Level - FRT

Measures the % of cases first replied within the selected threshold on the "service settings screen" over total number of cases which were responded by the agent. The percentage of cases first replied within the SLA over total cases withi responses for that agent in that particular assignment, This includes only agent responses. This is based on First Agent Response Time (Agent) and threshols can be selected from Service - Level- FRT in the "Standard Metrics Screen"

Response Count Outside SLA

Number of responses that were sent by the agent outside the defined threshold set in the service level KPI in the service settings screen.

Total Response Time (Agent)

This gives the sum of “time taken by agent to share the first response from the assignment” and the “time taken by agent to share responses - excluding first from the last unresponded customer message”.

First Response Count Within SLA

Number of cases where the agent’s first response was sent within the SLA threshold defined in Service Settings.

The operational logic is as follows: A current message will be excluded if the immediately preceding brand message came from the same agent within the same assignment. Conversely, it will be included if the previous message was automated or originated from a different agent.

First Response Count Outside SLA

Number of cases where the agent’s first response was sent outside the SLA threshold defined in Service Settings.

The operational logic is as follows: A current message will be excluded if the immediately preceding brand message came from the same agent within the same assignment. Conversely, it will be included if the previous message was automated or originated from a different agent.

Response Count (Excluding First) Within SLA

Number of agent responses (excluding the first response) that were sent within the SLA threshold defined in Service Settings.

The operational logic is as follows: A current message will be excluded if the immediately preceding brand message came from the same agent within the same assignment. Conversely, it will be included if the previous message was automated or originated from a different agent.

Response Count (Excluding First) Outside SLA

Number of agent responses (excluding the first response) that were sent outside the SLA threshold defined in Service Settings.

First Queue Speed of Answer

Field indicates the amount of time taken till first response on case.

Name

Description

Agent

Refers to a Sprinklr user who has responded to a case—either as the assigned agent or as an unassigned agent who replied after being included in the case.

Agent Assign Time

Date Time stamp when the particular Case was assigned to the agent. If multiple agents were assigned, it will show timestamp for each of those agent assignments.

Assignment Method

Indicates if the agent assignment was a manual, Queue or direct assignment.

Agent Response Index (Per Assignment)

Indexing of responses made by the agent for every new assignment that happens to the Case.

Work Queue ID

Provides the unique ID of the associated work queue. It is based as per the dimension “Work Queue”.

Agent Id

The Sprinklr user ID for whom the report is being generated.

Agent Email Id

Email ID of the user.

Agent Federation Id

Federation ID of the user for whom report is been generated

Date

Date on which the event occurred.

Day of Year

This is the sequential day number starting with day 1 on January 1^st.

Time of day

The specific 1-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Time of day (30 minutes interval)

The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Time of Day (15 Minute Interval)

The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Week of Year

This is the sequential week number in the year starting the week count with Sunday.

Month Of Year

The name of the Calendar Month on which the activity occurred.

Day of the Week

The name of the day of the week on which the activity occurred.

Day of Time Range

This Dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.

Agent Skills (Comma Separated)

Agent Skills assigned to the agent, if multiple Skills are assigned, it will come comma separated.

Agent Skill VS Proficiency (Comma Separated)

Agent Skills assigned to the agent, if multiple Skills are assigned, it will come comma separated.

Agent Skill

Agent Skills assigned to the agent, if multiple Skills are assigned, it will come comma separated.

Agent Manager

Agent Manager Assigned to the user.

Agent Group

Agent Groups for which the User is part of, if they are part of multiple groups, it will create multiple rows.

Case Details

Associated Case to the event, which includes the Case subject, Case ID and the Description.

Case Number

The ID number associated to the Case Details.

Account

The name of the social network account. When used with Case details, this will display the name of the "Organization Account" through which the first message associated to the Case is grabbed. Messages are ordered in a Case based on the time they were associated to the Case, not necessarily the date and time the messages were created.

Account Group

The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings.

Channel (Snapshot)

Provides the name of the channel that is associated to the Case at the time of the particular action. Once the channel is changed, any action done on the Case post that will be reported against the changed channel name, that is, it will indicate the snapshot channel associated to the Case.

Channel (Current)

Provides the current name of the channel associated on the Case. This will always show current value and can change later where the Case deflects to another channel,

Channel (Initial)

Provides the name of the channel based on the first message associated on the Case. It will always report the channel based on first message even if the Case deflects further to another channel.

Agent UnAssign Time

Date Time stamp when the particular case was un-assigned from the agent.

Channel (All)

Provides all the names of the channel associated on the case. In cases where multiple channels are associated on the case, it will split into multiple rows and denote each row for each individual channel associated

Work Queue Assignment Interval

Time interval for when the particular case was assigned to the last associated work queue based on Last Work Queue Assignment Time (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on).

Work Queue Assignment Time

Indicates the date timestamp for when the particular case was assigned to the last associated work queue.