Case Processing Clock Extract
Updated
This documentation outlines the extract capturing case processing clock activity within digital case interactions. The Case Processing Clock Extract provides event-level records reflecting each instance where a processing clock is initiated for a case.
Each row represents a single clock initiation event, capturing the case context, agent details, channel snapshot, and processing timing metrics. This extract enables visibility into processing activity and timer-based workflows within the case lifecycle.
Purpose
Provide case processing clock initiation-level data allowing analysis of case handling duration patterns.
Enable monitoring of processing time relative to workflow timelines, support SLA tracking and compliance monitoring.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | Digital channels (based on Channel Snapshot) |
Agent Split | Agent-level (based on Agent ID) |
Granularity | Processing clock-level (one row per clock initiation event) |
Date Filter | Extract depicts data based on "Case Processing Clock Start Time" |
Update Frequency | 1 mins after "Case Processing Clock Start Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom field exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Snapshot Value at the time of event creation 2. User Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics | Definition | Unique Key | Data Type | Is Null |
Date | Date on which event occurred. | Date | N | |
Case Number | The ID number associated to the Case Details | Y | Number | N |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
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 i.e it will indicate the snapshot channel associated to the case. | Y | Varchar | N |
Agent | The sprinklr user for whom the report is being generated | Varchar | N | |
Agent ID | The sprinklr user ID for whom the report is being generated. | Y | Number | N |
Case Processing Clock Start Time | TimeStamp at which user starts working on the case in Agent/Care Console, if the case is opened multiple time, this will store multiple Values. | Y | Timestamp | N |
Case Processing Clock Opened by Assignee | Case Processing Clock Opened by Assignee. | Y | Boolean | N |
Case Processing Time | The time spent by a agent working on a case as per the case processing clock. This is calculated by adding the time spent by agent on a case on Agent console or on third pane. If the case window is toggled in, clock pauses and resumes when agent comes back to that screen. | Time | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Date Format: Day, MM DD, YYYY - Eg: Tue, Jan 15, 2026
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to this article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
A single case may generate multiple rows if:
The processing clock is initiated multiple times.
The case is reopened and worked on again.
Different agents initiate separate clock sessions.
Channel (Snapshot) reflects the channel associated with the case at the time of clock initiation.
The extract captures processing clock activity only and does not include queue transitions, macro usage, or survey-related data.
Case Number and Agent ID can be mapped with Case Summary, Digital Agent Performance, or Case Queue extracts for enriched workflow reporting.