‎Channel Overview - Social | Sprinklr Help Center

Channel Overview - Social

Updated

20 days ago

The Channel Overview – Social Report is a powerful analytics and monitoring tool designed for contact centers and customer engagement platforms. It delivers both real-time and historical insights into customer interactions across social media channels such as Facebook, X (formerly Twitter), Instagram, WhatsApp, and others. This report enables teams to effectively manage and assess performance by offering a comprehensive view of key metrics, including the number of bot-handled cases, the status of backlog cases, case response summaries, and overall interaction summaries. It also provides a time-based breakdown of offered versus assigned cases, supporting better resource planning and service level management. Additionally, the report offers visibility into queue performance and agent activity across all relevant queue performance metrics, helping ensure efficient operations and a high-quality customer experience.

Business Use Cases

Monitor Real-Time Social Media Interactions: Enables supervisors to track ongoing customer conversations across platforms like Facebook, X (Twitter), Instagram, and WhatsApp, ensuring timely responses and adherence to SLAs.
Manage Backlog Effectively: Provides visibility into unresolved or pending social media cases, allowing teams to prioritize and reassign work to reduce response delays and improve customer satisfaction.
Evaluate Bot and Agent Performance: Offers insights into the number of bot-handled cases and detailed case response summaries, helping teams assess automation effectiveness and identify areas for agent coaching and optimization.

Dashboard Sections

This dashboard is divided into 3 different sections:

Channel Overview: Provides information about bot-handled cases, backlog cases' current status, case response summary, and interaction summary.
Queue Performance: Provides detailed insights into the work queue, including the number of interactions offered, assigned, and abandoned. It also includes key performance metrics such as average wait time, service levels, SLA-based assignment and abandonment rates, average handling time, and average time to abandonment.
Agent Performance: Provides information on interactions assigned and handled, including those with brand responses and those where macros were applied without a direct response. It also offers metrics on average first response time, average response time, service levels, and the total message count.

Channel Overview

Channel Overview section is divided into 6 different sections:

Bot Handled Cases
Backlog Cases Current Status
Case Summary
Case Response Summary
Interaction Summary
Offered Vs Assigned Interval Split

Bot Handled Cases

Backlog Cases Current Status

Case Summary

Case Response Summary

Interaction Summary

Offered V/S Assigned Interval Split

Queue Performance

Provides detailed insights into the work queue, including the number of interactions offered, assigned, and abandoned. It also includes key performance metrics such as average wait time, service levels, SLA-based assignment and abandonment rates, average handling time, and average time to abandonment. Let's have a look at the various metrics:

Name	Description
Date	Date on which event occurred.
Work Queue	Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue.
Interactions Offered	Measures the total number of digital interactions that entered the queue. If a case enters the queue again, it will be counted as 2 incoming queue assignments.
Interactions Assigned	Measures the total number of digital interactions that were assigned to the user. If a case enters the queue again, and is assigned to another agent - it will be counted as 2 agent assignments.
Interactions Abandoned	Measures the total number of digital interactions that entered the queue and were further abandoned - either in queue or after assignment to the agent. If a case enters the queue again, it will be counted based on each assignment to the queue.
Average of Wait Time	Measures time taken by the case/ digital interaction for getting assigned to user after entering the work queue. It will be based on each unique assignment to the work queue.
Service Level FRT	Measures % of digital interactions assigend to the agents over total number of digital interactions that entered the particular queue within the defined threshold selected in the "service settings screen". SLA preset can also be applied.
Interactions Assigned within SLA	Measures the total number of digital interactions assigned to the user within the defined SLA threshold that is applied based on each assignment to the queue. SLA preset works on Time to Answer.
Interactions Abandoned with SLA	Measures the total number of digital interactions that were abandoned post entering the work queue within the defined SLA threshold that is applied. SLA preset works on Time to Abandon.
Average Time to Abandon	Measures time taken by the case/digital interaction to get abandoned after entering the work queue. It will be calculated in scenarios where case moves from work queue stage to outbox or to some other queue (based on routing config) It will be based on each unique assignment to the work queue.
Average Assigned Duration	Measures average of total time case/digital interaction was assigned to the agents over total number of digital interactions assigned to the agent done in the queue.

Agent Performance

Provides information on interactions assigned and handled, including those with brand responses and those where macros were applied without a direct response. It also offers metrics on average first response time, average response time, service levels, and the total message count. Let's have a look at the various metrics:

Name	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Interactions Assigned	Measures number of times a particular case has been assigned to the agent.
Interactions Handled	Measures the total number of interactions handled by the agent based on number of assignments and value selected in the “service settings screen.
Interactions Assigned with Brand Responses	Measures number of times a particular case that has been assigned to the agent has been responded.
Interactions Assigned with Applied Macros	Number of assignments in which the assigned user has applied any macro.
Interactions Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Interactions Assigned with Applied Macros without Responses	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Average of First Response Time	Measures the duration of first agent response that was sent on the case after every assignment to the queue from either agent assignment time or last un responded customer message on the case as per values selected in "service settings screen".
Average of Response Time Excluding First	Measures next response time made by the agent excluding the time taken to respond the first response).
Average of Response Time	Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.
Average of 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.
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.
Service Level RT	% of responses sent by the agent within SLA over total response count sent by the agent on the case. The threshold for SLA can be based on value updated in the service level KPI in the service settings screen.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Total Message Count	Number of messages sent by the agent including all the consecutive responses.

Name	Description
Case Count	Measures the count of all the cases that were created in the platform across all the channels.
Case Handled by Bot	Total number of cases Handled by bot, this includes both cases which are in progress with Bot & have been closed/resolved during bot interaction.
Case Handled by Bot+Agent	Total number of cases, handled first by Bot & later by Agent (assigned to Agent). This includes both cases - under handling with Agent & closed during Agent interaction.
Case Handled by Agent	Total number of cases, handled only by Agent, with no Bot interaction at any stage of the journey. This includes both cases - under handling with Agent & closed during Agent interaction.

Name	Description
Status (Case)	Measure the status of the cases.
Open Case Count	Measures the count of cases which are still in open or new state i.e difference between total cases (case count) and closed cases (closed case count)

Name	Description
Case Count	Measures the count of all the cases that were created in the platform across all the channels.
Open Case Count	Measures the count of cases which are still in open or new state i.e difference between total cases (case count) and closed cases (closed case count)
Closed Case Count	Measures the total number of cases which are closed based on case statuses values selected in the "Service Settings Screen".
First Agent Response Time (Case)	The number of cases in which first user response was made outside the SLA. This is based on first agent response time. Apply a SLA Preset to get the count within the desired threshold.
Service Level-FTR (Case)	The percentage of cases where case first user response time on the case was made within SLA over total cases with responses in the system. This includes auto responses as well. The values can be set from "service settings screen"
Case Closure Duration	Measures the closure duration of the case based on difference between case closure time and case creation time. SLA Preset will be applicable on this metric if applied.

Name	Description
Service Level FTR	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.
Average of First Response Time(FTR)	Measures the duration of first brand (only agent response) response that was sent on the case based on the start time selected on the "service settings screen". This excludes auto repsonses, auto imports and surveys.
Average of Response Time Excluding First Response Time	Measures next response time made on the case excluding the time taken to respond the first response.
Average of 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.