DIM_CASE_DISPOSITION
Updated
The DIM_CASE_DISPOSITION table standardizes Case Disposition Records, capturing how customer conversations are closed and categorized. It links each disposition entry back to the conversation, agent, and channel, while breaking out structured details such as disposition ID, category, sub-disposition, and plan configuration. Flexible fields like filled forms and nested disposition details are retained as JSON for advanced reporting, while raw payloads are preserved for audit and future extensibility. Below are some of the scenarios where this Report is beneficial:
Disposition and Outcome Analysis: Analyze case closure reasons using disposition categories and sub-dispositions to identify common customer issues, service trends, and resolution outcomes.
Agent and Channel Performance Reporting: Evaluate disposition patterns across agents, teams, and channels to understand handling effectiveness and improve service quality.
Compliance, Auditing, and Process Optimization: Maintain a complete record of case disposition details, forms, and raw payloads to support audits, ensure process adherence, and refine disposition strategies.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable & Default Value | PII Field | Unique Key |
RECORD_ID | Unique record identifier for the disposition entry. | VARCHAR | NO | No | Yes |
AGENT_ID | Agent/user identifier who submitted the disposition. | VARCHAR | NO | No | No |
CALL_DISPOSITION_ID | Identifier for the call disposition chosen. | VARCHAR | YES | NULL | No | No |
CHANNEL_NAME | Channel of the interaction Sample Values: voice, social | VARCHAR | NO | No | No |
CONVERSATION_ID | Unique identifier for the conversation. | VARCHAR | YES | NULL | No | No |
DISPOSITION_CATEGORY | Category under which disposition falls. Sample Values: Default Values Group, No Default Values, Mandatory Dispositions Group | VARCHAR | NO | No | No |
DISPOSITION_PLAN_ID | Identifier for the disposition plan configuration. | VARCHAR | NO | No | No |
SUB_DISPOSITION | Sub-disposition (granular reason code under main dis | VARCHAR | 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.