‎Leadership Overview - All Channels

Leadership Overview - All Channels

Updated

3 hours ago

Leadership Overview – All Channels provides a consolidated, high‑level view of operational performance across all customer interaction channels, including Inbound Voice, Outbound Voice, Email, Social, Live Chat, and Agent Time Card. It enables leadership to monitor agent activity, workload distribution, and service effectiveness across channels in one place, supporting informed decision‑making and overall service performance tracking.

Scenarios to use Leadership Overview - All Channels

Monitor overall service performance across inbound voice, outbound voice, email, social, live chat, and agent time card from a single, consolidated view.
Compare channel‑wise workload, agent utilization, and response efficiency to identify bottlenecks and optimization opportunities.
Track agent activity and time allocation to support workforce planning and capacity decisions.
Enable leadership to make informed, data‑driven decisions using high‑level operational insights across all channels.

Dashboard Sections

Overview: The Overview section provides a consolidated snapshot of key operational metrics across digital and voice channels, including incoming case volumes and splits, call counts and trends, open and closed case distributions, service‑level performance (FTR), and core digital and voice operational KPIs.
Inbound Voice: It provides insights into total funnel calls, connected transfers, key performance indicators, service‑level trends, operational statistics, call disposition distribution, abandoned call trends, and average handle time (AHT) trends at both queue level and time‑of‑day level.
Outbound Voice: It provides insights into overall call volume, total call count trends, dialer calls, manual calls, and scheduled callbacks, along with customer reach KPIs. It also covers call completion status distribution, operational statistics, average handle time (AHT) trends by dialer type and time of day, call disposition distribution, and callback summaries.
Email: It provides a summary of calls, current backlog cases, and email activity, including daily email volume trends, response SLA percentage, response time, and average handle time.
Social: It provides insights into case summaries and case count distribution, including bot‑enabled account case volume splits, response SLA percentage and its distribution, response time, and average handle time.
LiveChat: It provides insights into case summaries and the current status of backlog cases, including case volume splits for bot‑enabled accounts, response SLA percentage, response time, and average handle time.
Agent Time Card: It provides insights into logged‑in agent count and trends, along with key efficiency metrics such as average idle time, occupancy, and utilization percentage.

Overview

The overview section is divided into 14 sub-sections:

Incoming Digital Cases - Based on Creation Time

Incoming Digital Case Count Split

Call Count

Trend of Incoming Digital Cases-Based on Creation Time

Call Count Trend

Closed Digital Cases - Based on Closure Time

Closed Digital Cases Split

Open Digital Cases - Lifetime

Open Digital Cases Split - Lifetime

Digital - Service Level Call

Digital Operational KPI

Voice Operational KPIs

Inbound Voice

The Inbound Voice is divided into 8 sections:

Total Calls Funnel

Total Call Count Trend

KPI

Service Level Trend

Operational Statistics

Call Disposition Split

Abandoned Calls Trend

ASA - AHT Queue Level Trend

ASA - AHT Time of Day Trend

Outbound Voice

Outbound voice is divided into 12 different widgets:

Overall Call Volume

Total Call Count Trend

Dialer Calls

Manual Calls

Scheduled Call Backs

Customer Reach KPIs

Call Completion Status Split

Operational Statistics

AHT Dialer Type Trend

AHT Time of The Day Trend

Call Back Summary

Email

There are 8 widgets in this section:

Case Summary

Backlog Case Current Status

Email Summary

Daily Email Volume Trend

Response SLA %

Response Time & Handle Time

Social

This section is divided into 6 widgets:

Case Summary

Case Count Split

Bot Enabled Accounts - Case Volume Split

Respone SLA %

Response Time & Handle Time

Response SLA% Split

LiveChat

This section is divided into 6 widgets:

Case Summary

Backlog Cases Current Status

Bot Enabled Accounts - Case Volume Split

Respone SLA %

Response Time & Handle Time

Agent Time Card

Names	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).

Names	Description
Case Count	Measures the count of all the cases that were created in the platform across all the channels.
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.

Name	Description
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.
Outbound Call Count	Indicates the outbound number of calls (calls which were dialed out from the system).
Inbound Call Count	Indicates the inbound number of calls (calls which landed into the system).

Name	Description
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).
Case Creation Interval	Indicates the time interval for when the case was created. This is a histogram dimension and can be used when we want to see cases at daily/weekly etc level.

Name	Description
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.
Inbound Call Count	Indicates the inbound number of calls (calls which landed into the system).
Call Start Time Interval	The time interval for the call start time of the call (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on).

Name	Description
Closed Case Count	Measures the total number of cases which are closed based on case statuses values selected in the "Standard Metrics Screen".
Avg. of 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 (Call)	Measures the service level of overall calls entering the initial queue i.e number of connected calls within a threshold that is defined in "Standard Metrics Screen" over total number of calls requested (excluding the short abandons).

Name	Description
Date	Date on which event occurred.
Avg. of First Agent Response Time (Case)	Measures the time taken for an agent to send the first manual response on a case, starting from the case start time selected on the 'Standard Metrics' screen. This is a case-level metric and in cases where multiple agents are involved on the case - only the first agent response per case is counted. This excludes auto responses, auto-imported messages, and survey replies.
Avg. 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.
Avg. of Response Time (Agent to Customer)	Measures the duration of overall responses (all responses back and forth between agent and customer) that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.

Name	Description
ASA	Average speed of answer per connected calls.
Average Handle Time	Average of total handle time as per values selected in "Standard Metrics" screen over total number of connected calls.
Avg. of IVR & VoiceBot Time	Total time spent by the customer in IVR and VoiceBot flows.
Avg. of Total Queue Time (Call)	Total time spent by the call in a Queue while awaiting Agent assignment. In case a call moves to queue multiple times (i.e. Transfers), this time will also be calculated. This is applicable to both Inbound & Outbound Calls..
Avg. of Total Ring Time (Call)	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Average Talk Time	Average of total time spent in talking. Talk Time is defined as time where Agent & Customer are connected on call, averaged basis Number of Connected Calls.
Average Hold Time	Average of total time for which customer was put on hold. Hold Time is defined as time where Customer has been put on Hold by the Agent, averaged basis Number of Connected Calls.
Average ACW Time	Average Time spent filling the ACW (based on ACW sections selected on 'Standard Metrics Screen'), averaged basis Number of Connected Calls.

Name	Description
Call Sub Disposition	Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form.
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.

Name	Description
Average of speed of answer	Average Speed of Answer (ASA) is an operational KPI that measures the average time it takes for an incoming call to be answered by an agent, starting from when the call enters the queue. It indicates how quickly customers are connected to an agent and is commonly used to assess service responsiveness and customer experience.
Average Handle Time	Average of total handle time as per values selected in "Standard Metrics" screen over total number of connected calls.
Initial Work Queue	Depicts the name of the initial work queue where the call went in.

Name	Description
Number of Dialer Calls	Number of outbound dialer attempted calls.
Number of Dialer Calls Connected	Number of outbound dialer attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Dialer Calls Not Connected	Number of outbound dialer attempted calls which were not connected by customer/ agent.

Name	Description
Number of Manual Calls	Number of outbound manual calls which were attempted by the agent.
Number of Manual Calls Connected	Number of outbound manual attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Manual Calls Not Connected	Number of outbound manual attempted calls which were not connected by customer/agent.

Name	Description
Number of Schedule Callbacks	Number of outbound schedule callbacks attempted calls.
Number of Schedule Callbacks Connected	Number of outbound schedule callbacks attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Schedule Callbacks Not Connected	Number of outbound schedule callbacks attempted calls which were not connected by customer/ agent.

Name	Description
Answering Machine Detected	Count of calls where an answering machine was detected.
Fresh Attempts Count	Count of fresh attempts associated to this call. This is counted only for outbound calls.
Unique Count of Customer Phone Number	Provides the count of unique customers based on the customer phone numbers.

Name	Description
Conversation Completition Status	Conversation Completion Status indicates the final outcome of a customer interaction after it ends. It shows whether a conversation was successfully completed, abandoned, missed, transferred, or closed without resolution, helping teams understand how interactions conclude and evaluate service effectiveness across channels.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.

Name	Description
Dialer Type
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Average Handle Time

Name	Description
Call Sub-Disposition	Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form.
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.

Name	Description
Callback Task Count	Indicates the count of total scheduled callback tasks that were created or scheduled for.
Callback Completed Count	Indicates the count of callbacks which were completed i.e the callbacks were dialed out and completed.
Callback Count from First Call within SLA	Indicates the count of calls where the callback duration from first call was within the SLA defined. This can be used with relevant SLA preset to get the count of calls within SLA.
Avg. of Callback Duration from Due Date	Indicates the time difference between the Callback Due Date - Callback Called At. In case the callback is not yet dialed out, it shows the difference from the current time.

Name	Description
Status (Case)	The current state or condition of a case at a specific point in time, indicating where it stands in its lifecycle (for example, opened, in progress, pending, resolved, or closed).
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
Inbound Email	The number of messages that came into the sprinklr system from the customer associated to the case.
Outbound Email	The number of messages that went out from the sprinklr system including the messages sent by bot or the system.

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

Name	Description
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.
Case Count	Measures the count of all the cases that were created in the platform across all the channels.

Name	Description
Cases handled by bot count	Total number of cases Handled by bot, this includes both cases which are in progress with Bot & have been closed/resolved during bot interaction.
Cases 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.
Cases 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.
Bot Containment Rate	Measures the % of Cases Handled by Bot over Cases Handled only by Bot and Bot+Agent. This number can change basis - movement of cases from Bot to Agent.

Name	Description
Channel (Snapshot)	Name of the snapshot channel of the contact at the time of work queue entry.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".