‎Agent Concurrency Report | Sprinklr Help Center

Agent Concurrency Report

Updated

13 days ago

The Agent Concurrency Report offers insights into the time agents spend on individual cases while simultaneously managing one or more assignments. Analyzing the duration spent on concurrent case assignments provides a detailed understanding of how agents allocate their time across multiple cases.

The Agent Concurrency Report belongs to Agent Performance Report Group. Below are some of the scenarios where this report is beneficial:

Number of Concurrent Assignments: The total number of assignments being handled simultaneously by an individual at any given time.
Time Spent with Number of Assignments: The time spent managing a specific number of assignments offers valuable insights into workload distribution and operational efficiency.
Channel-Level Split of Assignments and Time Spent: Distribution of assignments and time spent across different channels.

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	Case-level Custom Fields (CF) are supported in this Report. Plotting any Case-level CF will display the value attribute for that field on the Case. By default, the field shows the snapshot value of the field for the case. The Current Value of the Custom field can also be plotted by selecting "Current" in the Dimension Configurator.
Date Filter	Date
Record Creation Time	Records are created when cases are assigned to an agent.
Refresh Frequency	10 minutes.

Metric and Dimension

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

Metric

Dimension

Name	Description
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 an 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
Logged In Time (Concurrently)	Measures total time logged in by the agent with concurrent cases assigned to the agent in a particular time interval
Agent Count	Measures the unique number of agents to whom the cases were assigned in a particular time interval
Last Record Update Time	Indicates the timestamp when the last record was updated in the particular report. Mostly used for debugging report
Logged Out Time (Concurrently)	Measures total time logged out by the agent with concurrent cases assigned to the agent in a particular time interval
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 Spent in Status with two cases 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 Spent in Status with three cases 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 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.
Concurrency	Number of concurrent cases in assigned state to the user during the selected time duration. Logic: (1Time Spent with one Case Assigned) + ( 2 Time spent in status with 2 case assigned ) + ( 3 * Time Spent in Status with 3 Case Assigned ) + …… ( 20 * Time spent in status with 20 case assigned ) ) / ( Time Spent with one Case Assigned + Time spent in status with 2 case assigned + Time Spent in Status with 3 Case Assigned + ….. Time spent in status with 20 case assigned ))
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.
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.
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.

Name	Description
Date	Date on which the event occurred
Time Of Day	The specific 1-hour period within a day when an activity occurred is displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.
Day of Year	This is the sequential day number starting with day 1 on January 1st
Time of day	The specific 1-hour period within a day when an activity occurred is displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.
Time of day (30 minutes interval)	The specific half-hour period within a day when an activity occurred is displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.
Time of Day (15 Minute Interval)	The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm)and adjusted to the user's time zone.
Agent	Sprinklr user for whom the report is being generated
Week of Time Range	This dimension specifies the respective week number in the selected time range. Note that the start date will be referred to as Week 1 and so on.
Agent Group	Indicates the agent group of the agent who was associated with the activity (user who performed the activity). If the agent is part of multiple agent groups, the row will be duplicated with each agent group appearing in different rows
Day of Time Range	This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.
Week of Year	This is the sequential week number in the year starting the week count with Sunday
Status End Time	Depicts the end time of a particular status i.e when the case was unassigned from the agent in a particular time interval
Number of Cases Assigned (Concurrently)	Measures the total number of cases which were concurrently assigned to the agent in a particular time frame
Agent Status	Status associated with an agent. These statuses are configured in the Sprinklr platform and may include Available, Break, Lunch, etc.
Month Of Year	The name of the Calendar Month on which the activity occurred.
Day Of Week	The name of the day of the week on which the activity occurred.
Channel	Provides the name of the channel associated on the case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first message of the case
Agent ID	Sprinklr user ID for whom the report is being generated
Agent Skills (Comma Separated)	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated
Agent Skill VS Proficiency (Comma Separated)	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated
Agent Skill	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated
Agent Hierarchy Level 0	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 1	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 2	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 3	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 4	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 5	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 6	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 7	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 8	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 9	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Case Numbers	Ids associated to the cases during specific interval. Comma separated in case of concurrent assignments.

This concludes our comprehensive coverage of the Agent Concurrency Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary .

Agent Concurrency Report

Metric and Dimension

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