Concurrency Extract
Updated
This extract captures agent activity at an aggregated time‑slice level, where each row represents a unique combination of an agent and a defined date interval (such as daily, weekly, or hourly depending on configuration). It provides visibility into how agents manage multiple case assignments simultaneously. It analyzes the duration spent across concurrent assignments to help understand workload distribution and time allocation efficiency.
Purpose
To measure the number of concurrent assignments handled by an agent at any given time.
To analyze the duration spent managing different levels of concurrent workload.
To evaluate workload distribution, staffing and capacity planning.
To understand channel-level distribution of concurrent assignments and time spent.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | No channel-level split is provided |
Agent Split | Agent-level (based on Agent ID) |
Granularity | One row represents unique agent and date-level concurrency instance |
Date Filter | Extract depicts data based on the date of record generation |
Update Frequency | 15 minutes |
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. User Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics / Dimension | Definition | Unique Key | Data Type | Is Null |
Date | Date on which event occurred. | Y | Date | 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 Number (List) | The ID number associated to the Case Details during the specific interval. This will indicate comma separated values in cases of concurrent assignments. | Array | N | |
AHT | Average Handle Time for all cases (where handle time is basis duration of Agent assignment, and averaged basis number of unique assignments) in the given interval. For concurrent assignments, this will be basis total handling time, averaged by unique assignments. Note: When aggregated at granular level, averages will be for respective interval only. | Time | N | |
Concurrency | Number of concurrent cases in assigned state to the user during the selected time duration. | Integer | N | |
Concurrent AHT | Average Handle Time for all cases while an Agent is managing multiple concurrent customer interactions. While handling multiple cases, interactions can be non-linear or asynchronous, thus concurrent AHT gives an estimate into actual time handling time per case. Measured as: AHT divided by Concurrency Factor. | Time | N | |
Number of Cases Assigned (Concurrently) | Measures the total number of cases which were concurrently assigned to the agent in a particular time frame. | Number | N | |
Time Spent in Status with one case assigned | If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only one case assigned. | Time | N | |
Time Spent in Status with two case assigned | If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only two cases assigned. | Time | '0' if 2 cases are not handled concurrently | |
Time Spent in Status with three case assigned | If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only three cases assigned. | Time | '0' if 3 cases are not handled concurrently | |
Time Spent in Status with more than 3 Case Assigned | If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had more than three cases assigned. | Time | '0' if more than 3 cases are not handled concurrently | |
Time Spent in Status (Concurrently) | Measures time spent by the agent in a particular status with concurrent cases assigned to the agent in a particular time interval. NOTE: To calculate the time spent by agent with a certain number of cases assigned -> use this metric with dimension as a filter "Number of Cases Assigned (Concurrently)" to get the desired metric. | Time | N | |
Unique Assignments | Cardinal metric that shows the total number of unique assignments in an interval. The same case may be part of multiple intervals, and will be counted as ?one? in total aggregates. | Number | 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 the related article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.