Extract Attribute

Details

Channel Split

Digital channels (based on Channel Snapshot)

Agent Split

Agent-level (based on Agent ID)

Granularity

One unique combination of Case ID + Agent ID + Agent Assign Time + Agent Unassign Time.

Date Filter

Extract depicts data based on "Agent Unassign Time"

Update Frequency

1 mins after the "Agent Unassign 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:

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

2. User Custom Fields supported with respect to a unique Agent and Agent ID

Default Behavior:

1. Case Custom Field: Snapshot Value at the time of event creation

2. User Custom Field: Current Value

Metrics / Dimensions

Definition

Unique Key

Data Type

Is Null

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

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

Work Queue

Indicates the last associated work queue that the case was a part of at the time of the particular action. Note: After a case is assigned from a work queue, if an agent manually transfers the case without changing the work queue - the new actions and responses will still be associated to the last work queue that case was part of.

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.

Varchar

N

Assignment Method

Indicates if the agent assignment was a manual, queue or direct assignment.

Varchar

N

Agent Assign Time

Date Time stamp when the particular case was assigned to the agent. In case multiple agents were assigned, it will show timestamp for each of those agent assignments.

Y

Time

N

Agent UnAssign Time

Date Time stamp when the particular case was un-assigned from the agent.

Y

Time

N

Interactions Assigned

Measures number of times a particular case has been assigned to the agent.

Number

N

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.

Time

'0' if Null

Interactions Assigned with Brand Response

Measures number of times a particular case that has been assigned to the agent has been responded.

Number

'0' if Null

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.

Number

'0' if Null

Total Agent Message Count

Number of messages sent by the agent including all the consecutive responses.

Number

'0' if Null

First Agent Response Time (Agent)

Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. The response time starts from either the agent assignment time or the last un-responded customer message time—based on the option selected on the 'Standard Metrics' screen. This is an agent-level metric and is calculated separately for each agent assigned to the case.

Time

'0' if Null

Response Time Excluding First (Agent)

Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.

Time

'0' if Null

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.

Time

'0' if Null

Interactions Assigned with Applied Macro

Number of assignments in which the assigned user has applied any macro.

Number

'0' if Null

Interactions Assigned with Applied Macro without Response

Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.

Number

'0' if Null

Interactions Assigned with No Action

Number of assignments in which user has neither shared a response nor applied a macro.

Number

'0' if Null