‎Case SLA Report | Sprinklr Help Center

Case SLA Report

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2 hours ago

The Case SLA Report is used to find each action-level report on a Case. This allows you to report on each agent assignment, Queue Removal, and brand response. The following actions are recorded in this Report, and the duration of each action can be calculated from Case creation, customer activity, or Agent assignment.

Brand Response
User Assignment
User Un-Assignment
Queue Snapshot
Queue Removal

You can assess critical metrics such as the percentage of Case Responses Replied Within SLA, Case Action SLA, Case Brand Response SLA, and Case User Response SLA, among others. These metrics can be benchmarked against predefined objectives, considering business hours, if relevant, to evaluate brand and employee performance effectively.

The Case SLA Report belongs to the Interaction Summary Report Group.

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	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	Case Creation Interval.
Record Creation Time	Records are created when an action is taken on a Case.
Refresh Frequency	Ranging from 3 to 5 minutes.
Aggregation Supported	Supported at 15-minute intervals.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Case SLA Report:

Metrics

Dimensions

Name	Description
Case Queue Duration	Measures the time a particular Case has spent in a particular Case Queue from the time the Case entered the Queue.
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.
First 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.
Response Count	This gives the number of response shared by agent that has a corresponding Fan message and does not include the response shared consecutively.
Interactions Assigned	Measures number of times a particular Case has been assigned to the agent.
Interactions Assigned with Brand Response	Measures number of times a particular Case that has been assigned to the agent has been responded.
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.
Case Action Duration	Measures the time difference between the case creation time of the case and the particular action type that is defined as per the "case action type". Corresponding to each action selected, it will show a different duration.
Case Action Count	Measures the count of total actions done on the Case like User Assignment, User Un-Assignment, Queue Removal, Brand Response. This would be used along with Case Action Type filter.
Case Action Type	Indicates the various actions that can be taken place over the Case including Queue assignment, agent assignment, agent unassignment, brand response, and so on.
First Agent Response Time (Case)	Measures the time taken for an agent to send the first manual response on a case, starting from the case start time selected on the 'Standard Metrics' screen. This is a case-level metric and in cases where multiple agents are involved on the case - only the first agent response per case is counted. This excludes auto responses, auto-imported messages, and survey replies.
Response Time Excluding First (Case)	Measures the duration of all next/further response time made on the case by the agent excluding the time taken to respond on the first customer message.
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.
First Response Time (Case)	Measures the duration of first brand (only agent response) response that was sent on the case based on the start time selected on the "service settings screen". This excludes auto repsonses, auto imports and surveys
Interactions Assigned with Applied Macro	Number of assignments in which the assigned user has applied any macro.
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.
Interactions Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Queue Removal Count	Number of case assignments that were removed / un-assigned from a work queue.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "service settings screen" over total number of cases which were responded by the agent.
Forward Button Usage Count	Represents the number of times emails have been forwarded from system by a user, on that case during every assignment.
Unique Case Action Count	This metric captures unique count corresponding to each action that has taken place on a case when plotted w.r.t Case Action Type (Recommended). If plotted without Case Action Type, will reflect 1 as the value, provided any of the actions has been performed for a case within selected time range depicting unique case count on the action. Actions considered includes: Brand Response, User Assignment, User Un-assignment, Queue Removal.
Total Agent Message Count	Number of messages sent by the agent including all the consecutive responses i.e. brand response by user not containing sprinklr system/ moderation user.
Response Count Outside SLA	Number of responses that were sent by the agent outside the defined threshold set in the service level KPI in the service settings screen.
Total Interactions Received	Measures the total number of interactions that entered the work queue and the number of direct assignments to the users of the work queue. If a case enters the queue again, it will be counted as 2 incoming queue assignments.
Total Wait Time (WQ)	Measures overall time taken by the interaction in getting assigned to the agent after being offered to the work queue. It will be based on each unique interaction offered to the work queue.
Interactions Offered (WQ)	Count of times a case has been routed to the work queue. (All instances where multiple assignments are routed to queue, will be counted). This will exclude all the manual transfers via Assign to X, Assign to Me macros.
Interactions Answered (WQ)	Count of times an offered interaction has been answered/ replied by the agent in the work queue.
Interactions Unanswered (WQ)	Count of times an offered interaction has been unanswered by the agent in the work queue i.e WQ Offered Interactions - WQ Answered Interactions.
Number of Agent Assignments	Total number of agents assigned on the case in the particular work queue.
First Response Time (WQ)	The time between when an interaction enters the work queue and the first agent response corresponding to particular work queue. If a case enters multiple queues (e.g., WQ1 → WQ2 → WQ1), the metric reflects the average First Response Time (FRT) across all such instances.
Average Handle Time (WQ)	Cumulative/ Sum of time the case was assigned to an agent for every WQ offered interaction.
Time spent in Status (Case)	Measures the time spent by the case in each case status e.g. “Awaiting Assignment”, “Awaiting Response”.
Interactions Assigned (WQ)	Count of times an offered interaction has been assigned to the agent in the work queue.
Interactions Reassigned within Queue (WQ)	Count of times an interaction flew in/ transferred from same queue to itself i.e transferred from Q1 → Q1.
Interactions Transferred In (WQ)	Count of times an interaction flew in/ transferred to a queue based on the number of assignments to the particular queue. These are usually transferred from another queue/ same queue reassigned.
Interactions Transferred Out (WQ)	Count of times an interaction flew out to another queue. These are usually transferred to another queue.
Interactions Originated in Queue (WQ)	Count of times an interaction was originally/first offered to the particular queue. These depict the true demand of the queue.
Average Wait Time (WQ)	Measures average time taken by the interaction in getting assigned to the agent after being offered to the work queue over total interactions offered to the work queue.
Interactions Answered within SLA (WQ)	Count of times an offered interaction has been answered/ replied by the agent within the defined SLA threshold in the work queue based on first response time (WQ). The threshold is selected from "Standard Metrics Screen".
Interactions Assigned within SLA (WQ)	Count of times an offered interaction has been assigned to the agent within the defined SLA threshold in the work queue based on queue assignment time. The threshold is selected from "Queue Standard Metrics Screen".
Service Level - FRT (WQ)	Measures the % of interactions first replied from the work queue assignment time over total number of interactions offered to the work queue. The threshold is selected from "Standard Metrics Screen".
Service Level - RT (WQ)	Represents work queue entry.
First Agent Response Count Outside SLA (Case)	The number of cases in which first agent response was made outside the SLA threshold selected. This is based on the metric first agent response time. You can apply a SLA Preset to define the threshold for the desired counts.
First Agent Response Count Within SLA (Case)	The number of cases in which first agent response was made within the SLA threshold selected. This is based on the metric first agent response time. You can apply a SLA Preset to define the threshold for the desired counts.
Customer Response Time	Measures the time it takes for the customer to reply to Agent’s first un-responded message.

Name	Description
Case Creation Time	Indicates the time for when the Case was created. It will not aggregate data of Cases based on time interval.
Case Creation Interval	Indicates the time interval for when the Case was created. This is a Histogram Dimension and can be used when we want to see Cases at daily/weekly levels, and so on.
Case Queue	Indicates the name of the Queue to which the Case entered. If Case has been part of multiple Case Queues, all will appear in separate rows.
Case Queue Assign Time	Date TimeStamp when the particular Case was assigned to the Case Queue.
Case Queue UnAssign Time	Date Time stamp when the particular Case was un-assigned to the Case Queue.
Agent	Refers to a Sprinklr user who has responded to a case—either as the assigned agent or as an unassigned agent who replied after being included in the case.
Agent Assign Time	Date Time stamp when the particular Case was assigned to the agent. If agents were assigned, it will show timestamp for each of those agent assignments.
Agent UnAssign Time	Date Time stamp when the particular case was un-assigned from the agent.
Assignment Method	Indicates if the agent assignment was a manual, Queue or direct assignment.
Action Time	Time stamp of any action done on the Case. These actions include: Queue Removal, User Assignment, User Un-Assignment, Brand Response, Macro Application.
First Associated Message Created Time	Defines the timestamp when the first message associated on the Case was created. This was the time when the Case was created. Messages are ordered in a Case based on the time they were associated to the Case, not necessarily the date and time the messages were created.
Last Case Action Type	Defines the last action that can be taken on a Case. These actions include Queue Removal, User Assignment, User Un-Assignment, Brand Response, Macro Application.
First Brand Response Message Created Time	Defines the time interval for when the first organization (agent, or bot) message associated on the Case was created. Note: To only appear in date filter dropdown and not in widget builder
Latest Associated Message Created Time	Defines the timestamp when the latest message (can be from customer or agent) was associated to a particular Case. Note: It will appear only in date filter dropdown and not in widget builder.
Case Modification Time	This is the latest timestamp when the Case was modified the last time. Note: It will appear only in date filter dropdown and not in widget builder.
Oldest UnActioned Message Creation Time	Time stamp of the last message that is unactioned (that is, neither a response is sent, nor any Macro is applied). Note: It will appear only in date filter dropdown and not in widget builder.
Agent Id	The Sprinklr user ID for whom the report is being generated.
Agent Email Id	Email ID of the user.
Agent Federation Id	Federation ID of the user for whom report is been generated.
Date	Date on which the event occurred.
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, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
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 timezone.
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 timezone.
Week of Year	This is the sequential week number in the year starting the week count with Sunday.
Month Of Year	The name of the Calendar Month on which the activity occurred.
Day of the Week	The name of the day of the week on which the activity occurred.
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 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 Manager	Agent Manager Assigned to 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.
Case Details	Associated Case to the event, which includes the Case subject, Case ID and the Description.
Case Number	The ID number associated to the Case Details.
Account	The name of the social network account. When used with Case details, this will display the name of the "Brand Account" through which the first message associated to the Case is grabbed. Messages are ordered in a Case based on the time they were associated to the Case, not necessarily the date and time the messages were created.
Account Group	The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration > Settings.
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, that is, it will indicate the snapshot channel associated to the Case.
Channel (All)	Provides all the names of the channel associated on the Case. If multiple channels are associated on the Case, it will split into multiple rows and denote each row for each individual channel associated.
Channel (Current)	Provides the current name of the channel associated on the case. This will always show current value and can change later where the case deflects to another channel.
Channel (Initial)	Provides the name of the channel based on the first message associated on the case. It will always report the channel based on first message even if the case deflects further to another channel.
Case Queue UnAssign Time	Date Time stamp when the particular case was un-assigned to the Case Queue.
Agent UnAssign Time	Date Time stamp when the particular case was un-assigned from the agent.
Channel (All)	Provides all the names of the channel associated on the case. In cases where multiple channels are associated on the case, it will split into multiple rows and denote each row for each individual channel associated
Channel (Initial)	Provides the name of the channel based on the first message associated on the case. It will always report the channel based on first message even if the case deflects further to another channel
Ignore Multiple Queue Records	Boolean field telling if the multiple queue record was ignored for that entry or not (True/False value).
Work Queue Assignment Time	Indicates the date timestamp for when the particular case was assigned to the last associated work queue.
Work Queue Assignment Interval	Time interval for when the particular case was assigned to the last associated work queue based on Last Work Queue Assignment Time (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on).
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.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "service settings screen" over total number of cases which were responded by the agent.
Is Guided Workflow Executed?	Boolean field stating if Guided workflows were executed or not within each user assignment.

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

Case SLA Report

Metrics and Dimensions

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