Extract Attribute

Details

Channel Split

Channel (All) dimension provides details of all channels

Agent Split

No agent-level split is provided but All Engaged (List) provides details of all agents who worked on the case

Granularity

Each row is a granular data of unique case number from a customer point of view

Date Filter

Extract depicts data based on "Case Creation Time"

Update Frequency

1 min after "Case Creation Time"

Custom Field Behavior

Custom Fields by default are not added in this extract but feasibility of custom fields exists in the particular extract based on below:

1. Case Custom Fields supported with respect to a unique Case and Case Details

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Default Behavior: Case Custom Field: Current Value

Metrics/Dimensions Name

Definition

Unique Key

Data Type

Is Null

Account

The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created.

Varchar

N

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

Varchar

N

Case Number

The ID number associated to the Case Details.

Y

Number

N

Case Creation Time

Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval.

Y

Timestamp

N

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.

Y

Varchar

N

All Engaged Agents (List)

List of names of all agents who participated on the call.

Array

"N/A" if Null

All Responded Agents (List)

Indicates the list of all the users who were assigned and further replied to the associated case. In case there are more than 1 user assigned to the case, it will show in a comma separated format

Array

"-" if Null

Associated Message Count

Measures the overall message count associated on the case. This is a sum of both customer and brand messages including bot responses, auto responses, auto imports and call transcripts (if any).

Number

0 if Null

Associated Customer Message Count (Excluding Transcripts)

Measures the count of customer messages excluding the call transcripts (if any).

Number

0 if Null

Associated Brand Message Count (Excluding Transcripts)

Measures the count of brand messages excluding the call transcripts (if any). This will include the bot messages as well.

Number

0 if Null

Associated User Brand Message Count (Excluding Transcripts)

Measures the count of brand messages excluding the auto responses and the call transcripts (if any).

Number

0 if Null

Avg Response Time

Measures the average response time based on case response time and the number of valid responses associated to a particular case.

Time

0 if Null

Case Associated Customer

The sender profile name associated with the first message in the case. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created.

Y

Varchar

N

Case Closure Time

The timestamp when the case was marked closed

Timestamp

"-" if Null

First Associated Customer Message Created Time

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.

Timestamp

N

First Associated User Brand Message Created Time

Indicate the timestamp of when the first user brand (first agent) response was sent out on a associate case. This will include any auto response or auto imports on the case.

Timestamp

"-" if Null

Associated Agent Response Count

Measures the count of valid responses associated to the case based on the last fan un-replied message. Each agent message sent post an unreplied customer message will be counted. Eg. If we have Customer Message 1 -> Brand Message 1 -> Brand Message 2, this will count as 1 associated agent response count.

Number

0 if Null

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 only the first agent response per case is counted. This excludes auto responses, auto-imported messages, and survey replies.

Time

0 if Null

Initial Predicted CSAT Score

Indicates the CSAT score that was initially predicted on the case before the brand response was made on the associated case.

Number

0 if Null

Current Predicted CSAT Score

Indicates the current CSAT score based on the the brand response made on the associated case.

Number

0 if Null

Is Brand Responded?

It is a boolean field indicating True if the brand has responded on the associated case or else will return as False. This will include auto responses, bot responses or auto imports.

Boolean

N

Is Case User Brand Responded?

It is a boolean field indicating if the case has been responded by either a bot or an agent or not.

Boolean

N

Is Last Associated Message From Brand?

It is a boolean field indicating True if the last message associated to the case was sent out by the brand (bot or agent message) or else returns as False.

Boolean

N

Case Duration

Measures the overall duration of case based on the latest message created time and case creation time.

Time

N

All Engaged Agents Count

Measures the count of all the users based on either agent assignment, agent response or macro application depending on on the values selected in "Standard Metrics Screen".

Number

0 if Null

Case Ageing

Indicates the time duration of the case from case creation time in cases of open cases and from case closure time in cases of closed cases.

Time

N