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| 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 duration of first agent response that was sent on the Case after every assignment to the Queue from either agent assignment time or last un-responded customer message on the Case as per values selected in "service settings screen". * Decrease in metrics shows positive business impact. |
| This gives the number of response shared by agent that has a corresponding Fan message and does not include the response shared consecutively. |
| 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. |
| 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. |
| 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. |
| 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 Response Time (Case) | Measures the duration of first organization (only agent response) response that was sent on the Case based on the start time selected on the "service settings screen". This excludes auto responses, auto imports, and surveys. * Decrease in metrics shows positive business impact. |
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. |
| Number of case assignments that were removed / un-assigned from a work queue. |
| 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. |
| 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. |
| 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. |
| 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. |
| 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. |
| 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. Threshold for SLA can be set in queue settings screen or via widget SLA preset. |
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. Threshold for SLA can be set in queue settings screen or via widget SLA preset. |
| Represents work queue entry. |
| 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. |