DIM_AGENT_GROUP
Updated
IM_AGENT_GROUP is a dimension table that stores metadata and grouping information for agents, including group identifiers, associated agent lists, ownership details, configurable properties, and lifecycle timestamps. It supports agent organization, management, and reporting across clients. Below are some of the scenarios where this Report is beneficial:
Agent Team Performance Analysis: Measure productivity, workload, response times, and customer service metrics across agent groups to evaluate team-level performance.
Workforce Organization and Management: Organize agents into teams based on skills, departments, regions, or business functions to simplify workforce planning and operations.
Group-Based Reporting and Segmentation: Filter and analyze operational data by agent group, ownership, or custom properties to gain insights into team performance and resource utilization.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
AGENT_GROUP_CREATED_TIME | Timestamp indicating when the agent group was created on platform. | TIMESTAMP_LTZ | No | No | No |
AGENT_GROUP_CUSTOM_PROPERTIES | JSON Object that contains all custom properties associated with the Agent Group. Custom fields are referenced by ID; field names and values can be mapped using the DIM_CUSTOM_PROPERTY table. Format: "CustomFieldID": ["Field Value"] |
VARIANT |
Yes | null |
No |
No |
AGENT_GROUP_ID | Unique identifier of the agent group. | VARCHAR | No | No | Yes |
AGENT_GROUP_NAME | Human-readable name given to the agent group. i.e. Name of Agent Group on Platform |
VARCHAR |
No |
No |
No |
AGENT_GROUP_STANDARD_PROPERTIES | JSON Object - that contains the Standard Properties associated with the Agent Group. | VARIANT | Yes | null | No | No |
ASSOCIATED_AGENT_IDS | JSON Object - containing the list of Agent ID's associated with the Agent Group. Note: Agent's can belong to multiple Agent Groups. Format: ["AgentID1", "AgentID2", ...] |
VARIANT |
No |
No |
No |
CLIENT_ID | Unique Identifier of the Client (i.e. Workspace) associated to the Agent Group. | VARCHAR | No | No | No |
IS_DELETED_FLAG | Flag indicating whether the agent group record has been deleted. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
MODIFIED_TIMESTAMP | Timestamp indicating when the agent group record was last (i.e. most recently) modified. | TIMESTAMP_LTZ | No | No | No |
OWNER_AGENT_ID | Agent ID of the user who has created the Agent Group/Agent Group is associated to. | VARCHAR | No | No | No |
Intended Use and Prohibited Uses
DataStream is intended solely to support operational efficiency, service delivery, business intelligence, and process optimisation. The product is not designed or intended for employee monitoring, workplace surveillance, performance evaluation, profiling of individuals, or making decisions that materially affect an individual's employment, rights, opportunities, or access to services.
DataStream does not process biometric data for the purpose of identifying individuals and does not perform emotion recognition, affect detection, or emotion inference in the workplace.
Customers must not use DataStream in a manner inconsistent with these intended purposes and remain responsible for ensuring compliance with applicable legal and regulatory requirements as well as with Sprinklr's Acceptable Use Policy.