‎Agent State Status Change Report

Agent State Status Change Report

Updated

16 days ago

The Agent State Status Change Report displays the precise timestamps for changes in the agent state and status combination, along with the time spent in each state-status combination. Status is defined and updated by the agent within the console, while State is a system-defined field that is automatically adjusted based on the agent's activity within the Sprinklr environment or on the screen.

The Agent State Status Change Report belongs to the Agent Time Card Report Group. Below are some of the scenarios where this Report is beneficial:

Status Activity of Agent: Tracks the agent's activity based on status throughout their work session.
Total Time Spent in a Particular Status: Calculates the total time spent by an agent within a specific status.
Frequency of State and Status Combinations: Monitors the number of occurrences an agent enters a particular status combination.

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 snapshot value or the current value of the field.
Behavior of Case Custom Fields	Not Supported
Date Filter	Date
Record Creation Time	Records are created whenever an agent's availability status or state changes.
Refresh Frequency	5 minutes.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent State Status Change Report:

Metric

Dimension

Name	Description
Date	Date on which the event occurred
Time Of Day	The specific 1-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.
Start Time	Timestamp when an agent moved into a particular agent status and state as a combination
Time of day (30 minutes interval)	The specific half-hour period within a day when an activity occurred, displayed 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 week will be referred to as Week 1 and so on.
Agent Group	Agent Groups for which the User is part of, if they are part of multiple groups, it will create multiple 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.
Agent ID	Sprinklr user ID for whom the report is being generated
Agent Status	Status associated with an agent. These statuses are configured in the Sprinklr platform and may include Available, Break, Lunch, etc.
Agent State	System defined state which is associated with an agent. These states are captures based on agent activity on the screen and may include Working on a Case, on ACW, Idle, On Live Chat Case etc.
Month Of Year	The name of the Calendar Month on which the activity occurred.
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.
Day Of Week	The name of the day of the week on which the activity occurred.
End Time	Timestamp when an agent moved out of a particular agent status and state as a combination
Day of Year	This is the sequential day number starting with day 1 on January 1st
Week of Year	This is the sequential week number in the year starting the week count with Sunday
Agent Manager	Agent Manager Assigned to the user
Agent Email Id	Email ID of the user.
Agent Federation Id	Federation ID of the user for whom report is been generated
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.

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

Name	Description
Time in State and Status	Measures the duration an agent was in a particular agent status and the state as a combination. It is defined as the time difference between the start time and the end time.

Agent State Status Change Report

Metrics and Dimensions

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