‎Agent Status Change Report | Sprinklr Help Center

Agent Status Change Report

Updated

1 month ago

The Agent Status Change Report displays the precise times when agent statuses change and the duration spent on each status. It provides detailed insights into the total time an agent spends in each status and tracks how often and how many days an agent enters a particular status. This data is pivoted based on when the user was assigned a particular status.

The Agent Status Change Report belongs to the Agent Time Card Report Group.

Attribute	Status
Behavior of User Custom Fields	User Custom fields are supported in this Report. The field will show the value attribute for that field mapped against the ‘Agent’ Dimension. The User can use the Dimension Configurator to select whether to show the snapshot value or the current value of the field.
Behavior of Case Custom Fields	Not supported.
Date Filter	Date.
Record Creation Time	Records are created when the User's availability status changes.
Refresh Frequency	5 minutes.
Aggregation Supported	Supported at 15-minute intervals.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent Status Change Report:

Metrics

Dimensions

Name	Description
Agent	Name of the user.
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 occured.
Day of Year	This is the sequential day number starting with day 1 on January 1st.
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.
Agent Skills (Comma Seperated)	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated.
Agent Skill VS Proficiency (Comma Seperated)	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 seperated.
Agent Manager	Agent Manager Assigned to the user.
Agent Group	Indicates the agent group of the agent who was associated with the activity (user who performed the activity). If the agent is part of multiple agent groups, the row will be duplicated with each agent group appearing in different rows.
Session ID	The unique system-generated session ID.
Device Type	Indicates the type of device used by the agent while logging in by Agent.
Agent Status	Status associated with an agent. These statuses are configured in the Sprinklr platform and may include Available, Break, Lunch, and so on.
Status Assign Time	Timestamp when an agent moved into a particular status. Apply filter for a particular Agent Status to see details.
Status Remove Time	Timestamp when an agent moved out of a particular status. Apply filter for a particular Agent Status to see details.
Agent Hierarchy Level 0	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 1	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 2	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 3	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 4	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 5	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 6	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 7	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 8	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 9	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.

This concludes our comprehensive coverage of the Agent Status Change Report. For more details on the Reports available under the Service Analytics Data Source, please refer to the Detailed Reports Glossary.

Name	Description
Time in Status	Time Spent in the status in given Interval, to be used with Agent Status.
Number of Days in Status	Number of days an agent has been in a particular status in the selected time range. In case, an agent sets up status as Break multiple times in a day, it will be considered as one. Example: To find out the number of days on which an agent was in Available status in the last 30 Days, use this metric, with the filter of Agent Status as Available and date range as Last 30 Days.
Agent Count	Number of agents that has been in a particular status in the selected time range Note: This metric shouldn't be used to get hourly trend of available or logged in agent, as it works on Status Assign Time (Default), which means if user doesn't change status from 10am - 2PM, then in hourly trend we will only get one count against 10 am interval, since status was assigned in that interval
Status Count	Number of times an agent has been in a particular status in the selected time range. For example, if we want to find count of breaks taken a particular agent, we can use this metric with filter of Availability Status = Break.

Agent Status Change Report

Metrics and Dimensions

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