‎Real-Time Agent Properties Report

Real-Time Agent Properties Report

Updated

1 month ago

The Real-Time Agent Properties Report offers an up-to-date view of agent attributes and configurations, including current status, skills, and proficiency levels, along with agent current state-status counts. It continuously tracks state-status changes, enabling supervisors to monitor updates for compliance, and ensure agents have the correct skills and properties. This report is vital for workforce management, operational efficiency, and maintaining platform security.

The Real Time Agent Properties Report belongs to the Real Time Report Group. Below are some of the scenarios where this Report is beneficial:

Ensures Accuracy: Helps supervisors verify that agents have the correct skills, permissions, and routing settings.
Improves Compliance: Tracks property changes for audit and security purposes, reducing risks of misconfiguration.
Boosts Efficiency: Enables quick identification and correction of incorrect agent setups, improving operational performance.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Real Time Agent Properties Report:

Metrics

Dimensions

Name	Description
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.
Agent	The sprinklr user for whom the report is being generated.
Is Active User?	A boolean field indicating if the user is active/ inactive in the system
Week of Year	This is the sequential week number in the year starting the week count with Sunday.
Day Of Week	The name of the day of the week on which the activity occurred.
Login Current Status	Defines the current status of agent login activity i.e logged in or logged out.
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.
Day of Year	Day number of the year on which the activity occurred.
Agent Current Work Queue	Defines the current work queue that the agent is a part of.
Agent Current Status	Defines the current agent status that is selected by the agent from the provided system options.
Agent Skill	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.
Agent Current State	Defines the current agent state based on the activity performed by agent. This is a system generated state based on UI activity.
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 timezone.
Date	Date on which the event occured.
Agent Group	Agent Groups for which the User is part of, if they are part of multiple groups it will create multiple rows.
First Login Time	Indicates the first login timestamp of the agent on the system.
Agent Federation ID	Federation ID of the user for whom report is been generated.
Agent Manager	Agent Manager Assigned to the user.
Agent Skill VS Proficiency (Comma Seperated)	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.
First Login Time Interval	Indicates the first login interval of the agent on the system based on first login time.
Is Auto Answer Enabled?	A boolean field indicating if the auto answer is enabled for agent or not.
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.
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 Email ID	Email ID of the user.
Agent Skills (Comma Seperated)	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.
Agent ID	The sprinklr user ID for whom the report is being generated.

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

Name	Description
Agent Current Status Count	Indicates the count of agents present in the respective current status. Mostly to be used with Current Agent Status dimension.
Current State Start Time	Depicts the state start timestamp of the agent i.e when the agent moved to the respective agent state.
Time in Current State	Indicates the time spent by the agent in the current defined agent state.
Time in Current Login Status	Indicates the time spent by the agent in the current defined login status.
Current Status Start Time	Depicts the status start timestamp of the agent i.e when the agent moved to the respective agent status.
Time in Current Status	Indicates the time spent by the agent in the current defined agent status.
Agent Current State Count	Indicates the count of agents present in the respective current state. Mostly to be used with Current Agent State dimension.
Auto Answer Timeout	Depicts the auto answer time duration that is set for the agent.

Real-Time Agent Properties Report

Metrics and Dimensions

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