Service Analytics includes a standardized set of metrics to help measure automation performance, containment, and operational efficiency. These metrics provide a consistent view of how automated workflows contribute to customer support outcomes and help teams evaluate overall performance.

Available Metrics

Cases Handled Only by Automation

Tracks interactions that are resolved entirely through automation without requiring agent involvement. This metric helps evaluate the effectiveness of automated workflows.

Cases Handled by Automation and Agent

Tracks interactions that begin with automation and later require agent assistance to reach resolution. This metric helps identify situations where human intervention is needed.

Containment Rate

Measures the percentage of interactions resolved through automation without escalation.

Formula:

Cases Handled Only by Automation ÷ (Cases Handled Only by Automation + Cases Handled by Automation and Agent)

Containment Rate helps assess the effectiveness of automation in resolving customer requests independently.

Average Handling Time (AHT)

Measures the average time required to complete interactions resolved through automation.

This metric helps teams understand workflow efficiency and monitor operational performance.

Steps to Add Metrics to a Dashboard

1. Click the New Tab icon.
2. Under Sprinklr Service, select Care Reporting from Analyze.
3. Open the dashboard where you want to add the metrics.
4. Click + Add Widget.

5. In the Create Custom Widget window:

   • Enter a widget name.
   • Select Service Analytics (Beta) as the data source.

6. Under Select Metric/Dimension, add the following metrics:

   • Cases Handled Only by Automation
   • Cases Handled by Automation and Agent
   • Containment Rate
   • Average Handling Time (AHT)
7. Review the widget preview.
8. Click Add to Dashboard.

The selected metrics are added to the dashboard and are available for reporting and analysis.