DIM_CASE
Updated
The DIM_CASE dimension table provides a comprehensive view of case-level information, including identifiers, lifecycle timestamps, status, channel type, associated agents, work queues, and engagement metrics. It also stores predictive CSAT scores, custom properties, and workflow metadata, along with message-level timestamps for both brand and customer interactions. This table is designed to serve as the central source for case management analytics, enabling detailed reporting, SLA tracking, customer experience analysis, and operational insights across all case workflows. Below are some of the scenarios where this Report is beneficial:
Case Lifecycle and SLA Reporting: Track case status, lifecycle timestamps, ownership, and queue information to measure resolution times, monitor SLA compliance, and identify operational bottlenecks.
Customer Experience and CSAT Analysis: Analyze predictive CSAT scores, customer interaction timelines, and engagement metrics to understand customer satisfaction trends and improve service quality.
Agent, Queue, and Channel Performance Monitoring: Evaluate case volumes, handling efficiency, workload distribution, and resolution outcomes across agents, teams, queues, and communication channels to optimize workforce performance.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
CASE_NUMBER | Unique identifier of the case used across workflows and reports. | NUMBER | No | No | Yes |
ADDITIONAL_DIMENSIONS | Additional case-level dimensions joined from Case Properties (Reporting ES index). Format: "Dimension": ["Value"] |
VARIANT |
Yes | Null |
No |
No |
ADDITIONAL_MEASUREMENTS | Additional case-level measurements joined from Case Properties (Reporting ES index). Format: "Measurement": "Value" |
VARIANT |
Yes | Null |
No |
No |
ALL_ENGAGED_AGENTS | List of all agents who engaged with the case during its lifecycle. Format: ["Values"] |
ARRAY |
Yes | Null |
No |
No |
ALL_WORK_QUEUES | List of all work queues the case was associated with. Format: ["Values"] |
ARRAY |
Yes | Null |
No |
No |
CASE_ASSOCIATED_CUSTOMER | Identifier of the customer associated with the case. | VARCHAR | Yes | Null | Yes | No |
CASE_CLOSURE_DURATION | Total time taken to close the case, calculated as closure time minus creation time. | FLOAT | Yes | Null | No | No |
CASE_DESCRIPTION | Description or summary provided for the case. | VARCHAR | Yes | Null | No | No |
CASE_STATUS | Current lifecycle status of the case Sample Value: In Progress, New, Rejected |
VARCHAR |
Yes | Null |
No |
No |
CHANNEL_TYPE | Channel through which the case originated (e.g., Voice, Chat, Social). Sample Value: SOURCE_AGNOSTIC, SPRINKLR_VOICE, SALESFORCE |
VARCHAR |
No |
No |
No |
CREATED_TIMESTAMP | Epoch timestamp indicating when the case was created. | NUMBER | No | No | No |
CURRENT_PREDICTED_CSAT_SCORE | Latest AI-predicted CSAT score associated with the case. | VARCHAR | Yes | Null | No | No |
CUSTOM_PROPERTIES | Additional custom metadata associated with the case. Format: "CustomFieldID": ["Field Value"] |
VARIANT |
Yes | Null |
No |
No |
FIRST_ASSOCIATED_AGENT_BRAND_MESSAGE_CREATED_TIMESTA | Timestamp of the first agent/brand message associated with the case. | NUMBER | Yes | Null | No | No |
FIRST_ASSOCIATED_AGENT_BRAND_MESSAGE_CREATED_TIMESTA | Timestamp of the first agent message excluding imported messages. | NUMBER | Yes | Null | No | No |
FIRST_ASSOCIATED_CUSTOMER_MESSAGE_TIMESTAMP | Timestamp of the first customer message in the case. | NUMBER | Yes | Null | No | No |
FIRST_BRAND_RESPONSE_MESSAGE_CREATED_TIMESTAMP | Timestamp when the first brand response message was created. | NUMBER | Yes | Null | No | No |
INITIAL_PREDICTED_CSAT_SCORE | Initial AI-predicted CSAT score at case creation. | VARCHAR | Yes | Null | No | No |
IS_AGENT_BRAND_RESPONSED_FLAG | Indicates whether the agent/brand has responded to the case. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
IS_CASE_ARCHIVED_FLAG | Indicates whether the case has been archived. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
IS_CASE_DELETED_FLAG | Indicates whether the case has been deleted. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
IS_DELETED_FLAG | Generic deletion flag indicating logical deletion of the case record. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
IS_LAST_ASSOCIATED_MESSAGE_FROM_BRAND_FLAG | Indicates whether the most recent associated message was sent by the brand. Values: TRUE/FALSE |
BOOLEAN |
Yes | Null |
No |
No |
LATEST_ASSOCIATED_BRAND_MESSAGE_TIMESTAMP | Timestamp of the most recent brand message associated with the case. | NUMBER | Yes | Null | No | No |
LATEST_ASSOCIATED_CUSTOMER_MESSAGE_TIMESTAMP | Timestamp of the most recent customer message associated with the case. | NUMBER | Yes | Null | No | No |
MODIFICATION_TIMESTAMP | Timestamp when the case record was last modified. | NUMBER | No | No | No |
RECORD_ID | Unique identifier for the case record; primary key. | VARCHAR | No | No | No |
UNIVERSAL_CASE_WORKFLOW | Workflow metadata and state information associated with the case. Format: "Field": ["Field Value"] |
VARIANT |
No |
No |
No |
ACCOUNT_ID | Identifier of the Sprinklr account under which the case exists. | NUMBER | Yes | Null | No | No |
ASSOCIATED_BRAND_MESSAGE_COUNT | Total number of brand messages associated with the case. | NUMBER | No | No | No |
ASSOCIATED_AGENT_BRAND_MESSAGE_COUNT | Total number of agent-sent brand messages associated with the case. | NUMBER | No | No | No |
CASE_ASSOCIATED_MESSAGE_COUNT | Total number of messages (brand + customer) associated with the case. | NUMBER | No | No | No |
CASE_BRAND_RESPONDED_FLAG | Indicates whether the brand has responded at least once on the case. Values: TRUE/FALSE |
BOOLEAN |
No |
No |
No |
CASE_CLOSURE_TIMESTAMP | Timestamp indicating when the case was closed. | TIMESTAMP_LTZ | Yes | Null | No | No |
LAST_WORK_QUEUE | Identifier of the most recent work queue associated with the case. | VARCHAR | Yes | Null | No | No |
ROUTED_TO_AGENT_FLAG | Flag indicating whether the case was routed to an agent. Values: TRUE/FALSE |
BOOLEAN |
Yes | Null |
No |
No |
FIRST_BRAND_RESPONSE_TIMESTAMP | Timestamp of the first brand response sent on the case. | TIMESTAMP_LTZ | Yes | Null | 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.