Macro Extract
Updated
This documentation outlines the extract capturing macro usage activity within digital case interactions. The Macro Extract provides event-level records reflecting each instance where a macro is applied to a case in the platform.
Each row represents a specific macro application event, capturing the associated case details, agent information, channel snapshot, and timing metrics related to the macro trigger. This extract enables structured visibility into macro usage behavior within the case lifecycle.
Purpose
Provide macro application-level data for digital case interactions and agents
Support analysis of macro timing relative to case creation and assignment.
Allow evaluation of macro adoption patterns within operational workflows by the agents.
Extract Configuration & 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 | Macro application-level (one row per macro apply event) |
Date Filter | Extract depicts data based on "Case Macro Apply Time" |
Update Frequency | 1 mins after the "Case Macro Apply 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 / Dimension | 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 Macro Apply Time | Timestamp when a macro was applied on the case. | Y | Timestamp | N |
Did Assignee Trigger Macro | Boolean field indicating if the macro applied is trigged by the agent who is assigned to the case or someone else. | Boolean | N | |
Macro | Name of the macro used. | Y | Varchar | N |
Case Macro Usage Count | Number of times a macro was used. | Number | N | |
Case Macro Apply time from Case Creation | Time difference between case creation of the case and macro application on the case. | Time | N | |
Case Macro Apply Time from Assignment | Time difference between user/agent assignment to the case and macro application on the case. This metric only considers instances where the macro was applied while the case was assigned to an agent | Time | 0 if Null |
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:
Different agents can apply macros at different stages - each of which is captured as a unique macro application event
The extract captures macro usage activity only and does not include message content, case resolution data, or performance outcome metrics.
The Agent ID field can be mapped with other digital extracts (e.g., Digital Agent Performance or Case Summary) for enriched operational reporting.