Name

Description

Inbox Assignment Duration

Measures the duration for which call/case was assigned to Inbox stage i.e. time between inbox stage (work assignee type value) to any other stage (new work assignee type value).

Work Queue Assignment Duration

Measures the duration for which call/case was assigned to Work Queue stage i.e. time between work queue stage (work assignee type value) to any other stage (new work assignee type value).

Work Queue Assignment Count

Measures the count of times that a work is assigned to a Work Queue. If a particular work/ call is assigned to a Work Queue multiple times, it will indicate that number.

Time Since Last Queue Assignment

Mostly used for debugging and indicates the current time since the latest assignment to the Work Queue was done.

Total Calls (Per Assignment)

Total number of times a call has been assigned to the associated Queue. This can be either directly from IVR or transferred from other Queue. If the same conversation enters the Queue again, it will be counted for both assignments.

Time to Abandon (Per Assignment)

Gives the time duration in which a call is abandoned in a Queue without getting picked by agent for each assignment to the Queue. If the same conversation enters the Queue again, it will be counted for both assignments based on outcome.

Hold Time (Per Assignment)

Total time the call was put on hold by the agent for the particular conversation in the associated Queue.

Number of Calls Abandoned In Queue (Per Assignment)

Measures the number of calls which got abandoned in the Queue before the agent assignment. If the same conversation enters the Queue again, it will be counted for both assignments based on outcome.

Average Wait Time (Per Assignment)

Measures the average time a call had to wait before the call was assigned to an agent. It includes both Queue time and ring/agent inbox time for the agent over total calls that entered the Queue.

Number of Calls Abandoned While Ringing (Per Assignment)

Measures the count of calls which were abandoned in a Queue in the ringing stage. If the same conversation enters the Queue again, it will be counted for both assignments based on outcome.

Mute Time (Per Assignment)

Total time call was put on mute by the agent for the particular.

Service Level (Per Assignment)

Measures the SLA for the queue based on: Number of Calls answered within SLA (Per Assignment) / Total Calls (Per Assignment) - Total Calls Short Abandoned (Per Assignment). SLA preset can be added at queue level as per the threshold selected in “Queue Standard Metrics Screen“.

Total Calls Abandoned (Per Assignment)

Total number of times a call was abandoned / not connected by the agent in the associated Queue based on their assignment. If the same conversation enters the Queue again, it will be counted for both assignments based on each assignment outcome.

Count of Calls Flew In (Per Assignment)

Total number of times a call flew in to a Queue based on the number of assignments to the particular Queue.

Average Time to Abandon (Per Assignment)

Measures the average time it took for a call to abandon after entering the Queue over total number of calls that got abandoned in the Queue. It measures time for both calls abandoned in Queue or while ringing. It will measure basis each unique assignment.

Average Wait Time in Queue (Per Assignment)

Measures the average time a call spends in the Queue before either assignment to agent or abandon over the total number of calls that entered the Queue.

Average Time to Abandon While Ringing (Per Assignment)

Measures the average time it took for a call to abandon after assignment to the agent over total number of calls that got abandoned while ringing on the agent console. It will measure basis each unique assignment.

Number of Calls Abandoned While Ringing Within SLA (Per Assignment)

Measures the total number of calls that got abandoned while ringing to the agent i.e post the agent assignment. SLA preset works on Time to Abandon While Ringing on agent console which is picked from "Queue Standard Metrics Screen".

Count of Calls Originated In Queue (Per Assignment)

Measures the count of calls which were originated in the Queue or were first assigned to this Queue based on each unique assignment to the Queue.

Total Calls Abandoned Within SLA (Per Assignment)

Total number of times a call was abandoned / not connected by the agent in the associated queue based on their assignment. SLA preset works on Time to Abandon which is picked from "Queue Standard Metrics Screen".

% Total Abandoned Calls (Per Assignment)

Measures the % of calls which got abandoned in the Queue (before or after agent assignment) over total number of calls that entered the Queue.

Time to Answer (Per Assignment)

Gives the time duration in which a call is answered by the agent in a Queue for each assignment to the Queue.  If the same conversation enters the Queue again, it will be counted for both assignments based on outcome.

Average Handle Time (Per Assignment)

Average handling time of the call based on talk time, hold time, wrap time over total number of calls which were taken/ connected with the agent. It will measure basis each unique assignment.

* Decrease in metrics shows positive business impact.

Total Calls Answered Within SLA (Per Assignment)

Total number of times a call was answered/connected by the agent in the associated queue based on their assignment. SLA preset works on Time to Answer which is picked from "Queue Standard Metrics Screen".

Average Time to Abandon In Queue (Per Assignment)

Measures the average time it took for a call to abandon in the Work Queue before agent assignment over total number of calls that got abandoned in Work Queue.

Count of Calls Flew Out (Per Assignemnt)

Total number of times a call flew out from a Queue based on the number of assignments to the particular Queue.

Ring Time (Per Assignment)

Total time spent waiting for agent/customer post the call was assigned to the Work Queue.

Number of Calls Abandoned In Queue Within SLA (Per Assignment)

Measures the total number of calls that got abandoned in queue i.e before the agent assignment. SLA preset works on Time to Abandon which is picked from "Queue Standard Metrics Screen".

Talk Time (Per Assignment)

Total talk time on the call with agent and customer on the particular conversation in the associated Queue.

Total Calls Taken (Per Assignment)

Total number of times a call was answered/connected by the agent in the associated Queue based on their assignment. If the same conversation enters the Queue again, it will be counted for both assignments.

Hold Count (Per Assignment)

Number of times customer was put on hold by agent for the particular conversation.

Average Hold Time (Per Assignment)

Average hold time based on the total number of calls that were connected with the agent: Hold Time (ACD) / Total Calls Taken (Per Assignment).

Average Talk Time (Per Assignment)

Average talk time based on the total number of calls that were connected with the agent: Talk Time (ACD) / Total Calls Taken (Per Assignment).

Count of Logged In Agents

Total numbers of agents who are logged in to the particular Queue. If an agent is part of multiple Queues, it will appear as a count in both Queues.

Count of Available Agents

Total numbers of agents who have the status marked as available in to the particular Queue. If an agent is part of multiple Queues, it will appear as a count in both Queues.

ACW Time (Per Assignment)

Time spent filling the ACW after the call has ended for the particular conversation in the associated Queue. This can include time spent with the ACW on the screen post call, during call or in pending state depending on values selected in "service settings screen".

Total Calls Short Abandoned (Per Assignment)

Total number of times a call was abandoned / not connected by the agent in the associated queue based on their assignment as per the threshold selected in "Queue Standard Metrics Screen".

Handle Time (Per Assignment)

Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time, and more, depending on the values selected in "service settings screen".

Preview Time (Per Assignment)

Total preview time spent by the agent on the particular call in the Work Queue for outbound calls.

Customer Dial Time (Per Assignment)

Time spent by the agent on the outbound call when its ringing to the customer, which means the agent is connected and waiting for customer to join the calls (for manual, preview calls).

User Assignment Time

Measures the duration for which call/case was assigned to User stage i.e. time between user stage (work assignee type value) to any other stage (new work assignee type value).

Logged in Time

Measures total logged in time for all the agents that have logged in to the system working in that queue. If in case 1 agent is part of multiple queues, it will be counted multiple times against each queue.

Total Wait Time (per Assignment)

Measures the total time a call had to wait before the call was assigned to an agent. It includes both Queue time and ring/agent inbox time for the agent over total calls that entered the queue based on each assignment.

Average Time to Answer (per Assignment)

Average time taken for a call to be answered by an agent after entering the work queue (before assignment).

Total Time to Abandon in Queue (per Assignment)

Total time spent by calls that were abandoned in the work queue before agent assignment.

Total Time to Abandon in Queue while Ringing (per Assignment)

Total time spent by calls that were abandoned after being assigned to an agent (i.e., abandoned while ringing on the agent console). Measured per unique assignment.

Average Ring Time (per Assignment)

Average time a call spends ringing (waiting for agent/customer) after assignment to the work queue.

Average ACW Time (per Assignment)

Average time agents spend on After Call Work (ACW) for conversations in the associated queue. This includes time spent with ACW on-screen post call, during call, or in pending state (based on service settings).

Name

Description

Agent

Name of the user to whom the call was assigned. If call was assigned to 2 different agents, it will show names of both the agents.

Is Abandoned? (Per Assignment)

A Boolean field indicating if the particular call to the Queue was abandoned or not, that is, was not accepted by the agent or abandoned by the customer.

Call Start Date

Provides the data when the particular call started. If an aggregation is applied, it will provide call start time interval.

Final Skills Associated with Call (Comma Separated)

Indicates entire list of Skills which were latest associated to the call in a comma separated format. If the call is transferred, transfer Skills will add on to the original list of Skills.

Final Skills Associated with Call

Indicates entire list of Skills which were latest associated to the call. If there are multiple Skills, it will split in multiple rows.

Is Call Originated in Queue? (Per Assignment)

A Boolean field indicating if the call was originated in the particular work Queue or not based on each unique assignment to the Queue.

Work Un-Assignment Interval

Indicates the time interval when work was un-assigned from a certain stage. To be used with work assignee type, and new work assignee type.

Agent Email ID

Email ID of the user to whom the call was assigned.

Did Agent Missed Offer Due To Page Refresh Or Page Close?

A Boolean field indicating if the call was missed post the agent assignment due to page refresh or page close. Mostly used for debugging and not to be used in reporting.

Work Assignee Type

Indicates the previous stage where the particular work went through. This includes Work Queue, inbox, user, outbox as 4 different stages.

Work Assignment Reason

Indicates the reason for each work assignment at every stage.

Is Call Flew In? (Per Assignment)

A Boolean field indicating if the particular assignment to the Queue came in the from another Queue.

Call Invite Type

The nature of invite for the agent, can be: IVR_INVITE, AGENT_TRANSFER, AGENT_INVITE based on the agent voice performance report.

Work Assignment Time

Indicates the time when work was assigned to a certain stage. To be used with work assignee type, and new work assignee type.

Work Queue ID

Indicates the unique ID of each associated Work Queue.

Work Queue

Provides the name of the associated Work Queue. If the Work Queue is not shared with the particular user, it will show the unique ID of the Queue.

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.

Routing Config Waited Till

Indicates the date timestamp till when the internal routing configuration was on wait before assigning it to the Queue/ agent. Mostly used for debugging and not to be used in reporting.

Backup Queue

Provides the name of the backup Queue to which the call is assigned from the primary Queue.

Work Un-Assignment Time

Indicates the time when work was un-assigned from a certain stage. To be used with work assignee type, and new work assignee type.

Work Assignee ID

Indicates the ID of the assigned stage where the particular work went through. This includes Work Queue ID, or the user ID based on to whom the work is assigned.

Is ACW Callback?

Boolean field denoting if the particular call was an ACW Callback (Re-Dial via ACW Screen) (True/False).

New Work Assignee ID

Indicates the ID of the assigned stage to which the work is assigned from the previous stage. This includes Work Queue ID or the user ID based on to whom the work is assigned.

Assignment ID

Internal ID of the unique assignment of the call to the Queue. Mostly used for debugging, and to be used in reporting.

Work Queue Assignment Time

Indicates the date timestamp for when the particular call was assigned to the Work Queue.

Last Work Queue Assignment Time

Indicates the date timestamp when the call was last/ latest assigned to the Work Queue.

Reason to Skip Holding Queue

Provides reasons as to why the call skipped from the holding Queue stage. Mostly used for debugging and not to be used in reporting.

Case Details

Associated Case to the event, which includes the Case subject, Case ID and the Description.

Transferred by Agent

Indicates the name of the agent who transferred the call to another agent or Queue. If call was transferred by 2 different agents, it will show names of both the agents.

Work Type

Defines how the particular Case/ call is assigned to the Queue (it can be from Case or task).

Is Abandoned while Ringing?

A Boolean field indicating if the call was abandoned during ringing to the agent post the call was assigned to the agent.

Routing Config Status

Provides the status of the routing config if it is in progress, completed or on hold. Mostly used for debugging and not to be used in reporting.

Call Invite Reason

Depicts the type of the call based on the invite reason including values like transfer, whisper barge in, IVR invite, and so on.

Call Start Time

Provides the data timestamp when the particular call started.

Original Skills Associated with Call (Comma Separated)

Indicates entire list of Skills which were originally associated to the call in a comma separated format.

Original Skills Associated with Call

Indicates entire list of Skills which were originally associated to the call. If there are multiple Skills, it will split in multiple rows.

Work Id

Indicates the unique ID of each work that is assigned to a particular Queue or to a particular stage.

Is Abandoned while Waiting in Queue?

A Boolean field indicating if the call was abandoned while waiting in the Queue before it was assigned to an agent.

Is Call Flew Out? (Per Assignment)

A Boolean field indicating if the particular assignment to the Queue went out from the Queue.

New Work Assignee Type

Indicates the new stage to which the work is assigned from the previous stage. This includes Work Queue ID, or the user ID based on to whom the work is assigned.

Case Number

The ID number associated to the Case Details.

Customer Phone Number

Depicts the Phone number of the customer associated on the call.

Work

Provides the details/ name of the work that was created.

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.

Work Assignment Interval

Indicates the time interval when work was assigned to a certain stage. To be used with work assignee type, and new work assignee type.

Work Creation Time

Indicates the date timestamp when the particular work was created/ assigned to the Queue.

Work Channel

Indicates the channel for which work is created - governing the exact capacity that the interaction or case should be allotted and is controlled via Agent’s Capacity Configuration. This is mostly used for deep-diving and debugging the assignments.

Agent Group

Agent Groups for which the User is part of, if they are part of multiple groups, it will create multiple rows.

Channel (Work Channel)

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.

Work Assignee

Indicates the name of the assigned stage where the particular work went through. This includes Work Queue name or the user’s name or unassigned if the work is unassigned based on to whom the work is assigned.

Is a Transferred Call?

A Boolean field indicating if the call was a transferred call or not.

Agent Id

The Sprinklr user ID for whom the report is being generated.

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 1^st.

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 Week

The name of the day of the week on which the activity occurred.

Conversation ID

Unique ID associated with that particular call. (There can be multiple calls associated to a Case, and each call will have a separate and unique conversation ID).

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.

Direction

Indicates the direction of the call with respect to the customer. If the call is dialed in by customer, it will be termed as inbound and if the call is dialed out by the Sprinklr agent it will be termed as outbound.

Is Scheduled Callback?

Boolean field indicating if the call was a scheduled callback or not.

Is Manual Call?

Boolean field indicating True if the particular call is a manual call or not.

Work Queue Assignment Time Interval

Time interval for when the particular call was assigned to the work queue. It is based on Work Queue Assignment Time (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on)