Agent Announcement Report

Updated

10 days ago

The Agent Announcement Report enables supervisors to track and evaluate the effectiveness of their announcements through detailed reporting metrics. It provides insights such as the total number of users who read each announcement, average read time, acknowledgment rates, click-through rate (CTR), and more. These metrics empower supervisors to refine future communications, maximizing reach, engagement, and overall impact.

To know more about the announcements feature, see Creating and Managing Announcements.

Attribute	Status
Behavior of User Custom Fields	User Custom fields are supported in this Report. The field will show the value attribute for that field mapped against the ‘Agent’ Dimension. The User can use the Dimension Configurator to select whether to show the field's snapshot value or its current value.
Behavior of Case Custom Fields	Not Supported
Date Filter	Date
Record Creation Time	Records are created when the announcement is created.
Refresh Frequency	10 minutes (to be confirmed)

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent Announcement Report:

Metrics

Dimensions

Name	Description
Avg Time Spent Reading the Announcement	The average time that agents spent reading or interacting with the announcement. This helps to understand the engagement level of agents with the content. A longer time spent might indicate more interest or thorough reading, while a shorter time could suggest quick browsing or low engagement.
Click Rate	The percentage of times a link within the announcement was clicked, relative to how many times the agent saw the announcement i.e Number of Times Link was Clicked / Total Announcements seen with the Agent. A high click rate indicates effective content or call-to-action links in the announcement.
Number of Agents who Read the Announcement	The total number of unique agents who have viewed or interacted with the announcement. This metric helps gauge the reach and visibility of the announcement within the user base.
Number of Announcement Yet to be Read	The total number of announcements that the agent has not yet opened or interacted with. It helps in understanding how many announcements are pending for a agent to engage with. This can be used to identify agent who may need reminders or follow-ups.
Number of Announcement Acknowledged	The total number of announcements that the agent has acknowledged or confirmed as read, typically by clicking an "Accept" button or similar action. This metric shows how many announcements the user has actively engaged with, indicating a higher level of agent interaction and acceptance.
Number of Links Clicked in Announcement	The total number of times the agent has clicked on links provided within the announcement. This helps track agent interest and engagement with the specific content or call-to-action embedded in the announcement.
Number of Users to Whom Announcements are Sent	The total number of unique users who have received announcements.
Number of Announcement Broadcasted	Total number of announcements created by agent by selecting broadcast an announcement in notification pane.
Number of Agents Receiving the Announcement	Number of agents to whom the announcement was sent.

Name	Description
Agent	The Sprinklr user for whom this report is being generated.
Agent Manager	Agent Manager Assigned to the user.
Agent ID	The sprinklr user ID for whom the report is being generated.
Agent Email ID	Email ID of the user.
Agent Group	Agent Groups for which the User is part of, if they are part of multiple groups it will create multiple rows.
Announcement Creator	Indicates the agent who created the announcement.
Announcement Title	Indicates the title of the announcement created.
Date	Date on which the event has occurred.

Agent Announcement Report

Metrics and Dimensions

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