| |
Public Survey Filled by Customer ID | Indicates the unique ID of the customer who filled the surveys for public surveys authentication or self-serve partners. In all other scenarios, it will show a blank. |
All Engaged Agents (Comma Separated) | Indicates the list of all the users based on either agent assignment, agent response or macro application depending on the values selected in "Service Settings” screen. If there are more than 1 user assigned to the Case, it will show in a comma separated format. |
| Indicates the name of the survey that is sent to the customer. |
First Associated Customer Message Created Time | Indicates the date timestamp of when the first customer message was created on the Case where the survey was sent, or response was received. |
Agent Current Working Queue | Indicates the name of the Queue that the current assigned agent is a part of. If agent is part of multiple Queues, it will come in separate rows. This can change with time and always show the current Work Queue. |
| Indicates the current status of the agent to whom the Case is assigned currently. This can change with time and always show the current status of the current assigned agent. |
Public Survey Filled by Customer Name | Indicates the name of the customer who filled the surveys for public surveys authentication or self-serve partners. In all other scenarios, it will show a blank. |
| Agent Skills assigned to the agent (last engaged agent only), if multiple skills are assigned, it will come comma separated. |
| Email ID of the user. This indicates details of the last engaged agent on the case. |
| Indicates the date timestamp when the survey was sent to the customer. |
Survey Sent Time Interval | Indicates the time interval for when the survey was sent to the customer. This is a histogram dimension and can be used when we want to see survey responses at daily/weekly levels, and so on. |
| Provides detailed information about the last engaged agent's device, browser, and operating system. Only used for livechat cases. |
First Associated Customer Message Created Date | Indicates the date of when the first customer message was created on the Case where the survey was sent, or response was received. |
Latest Associated Customer Message Created Time | Indicates the date timestamp of when the last/ latest customer message was created on the Case where the survey was sent, or response was received. |
| Agent Manager Assigned to the user (last engaged agent only). |
| Indicates the name of the country based on the social channel that the Case is associated with. Only used for live chat Cases |
| Agent Groups for which the User (last engaged agent only) is part of, if they are part of multiple groups it will create multiple rows. |
| Indicates the name of the browser based on the social channel that the Case is associated with. Only used for live chat Cases |
First Associated Brand Message Created Time | Indicates the date timestamp of when the first brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received |
| Indicates the date timestamp when the survey sent on the Case was responded by the customer. |
| It is a Boolean field indicating True if the particular Case has been deleted or else will return as False. |
| Indicates the operating system that is detected based on the social channel that the Case is associated with. Only used for live chat Cases |
| The sprinklr user for whom the report is being generated. This indicates details of the last engaged agent on the case. |
Latest Associated Customer Message | Provides the latest message from customer that was associated to a particular Case. This will be inclusive of both agent and bot messages. |
Agent Skills (Comma Separated) | Agent Skills assigned to the agent (last engaged agent only), if multiple skills are assigned, it will come comma separated. |
| A Boolean field indicating if the survey was a public survey or not. This can be configured while creating the surveys. |
| The sprinklr user ID for whom the report is being generated. This indicates details of the last engaged agent on the case. |
| 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. |
| Associated Case to the event, which includes the Case subject, Case ID and the Description. |
| Indicates the name of the region based on the social channel that the Case is associated with. Only used for live chat Cases. |
Associated Case End Sentiment | Final sentiment of Case associated to the Survey. |
Agent Login Current Status | Indicates the current login status of the agent whether the agent is logged in or not based on to whom the Case is assigned. |
| The ID number associated to the Case. |
Latest Associated Brand Message | Provides the latest message from brand (inclusive of both bot and agent) that was associated to a particular Case. This will be inclusive of both agent and bot messages. |
| Indicates the current status of the agent to whom the Case is assigned currently. This can change with time and always show the current status of the current assigned agent. |
| Indicates the name of the city based on the social channel that the Case is associated with. Only used for live chat Cases. |
Survey Response Time Interval | Indicates the time interval for when the survey was responded by the customer. This is a histogram dimension and can be used when we want to see survey responses at daily/weekly level, and so on. |
| Federation ID of the user for whom report is been generated. This indicates details of the last engaged agent on the case. |
Associated Case Initial Sentiment | Initial sentiment of Case associated to the Survey. |
Latest Associated Brand Message Created Date | Indicates the date of when the last/ latest brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received. |
Latest Associated Brand Message Created Time | Indicates the date timestamp of when the last/ latest brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received. |
| Associated case to the event, which includes the Case subject, Case ID and the Description. |
| 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. |
Survey Response Modified Time | Indicates the date timestamp at which the response made to the survey was modified. |
First Associated Brand Message Created Date | Indicates the date of when the first brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received. |
| Indicates the names of all the users based on either agent assignment, agent response or macro application depending on the values selected in "Service Settings” screen. If there are multiple agents associated, this will show each name in a separate row |
Latest Associated Customer Message Created Date | Indicates the date of when the last/ latest customer message was created on the Case where the survey was sent, or response was received. |
| Profile of Customer on which survey is sent. |
| Indicates the status of the survey if the survey is filled, opened, completed, or sending failed. |
| Indicates the IP Address from which survey was sent. |
| The name of the Calendar Month on which the activity occurred. |
| The name of the day of the week on which the activity occurred. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |
| Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself. |