EVENT_AGENT_STATUS_HISTORY
Updated
The Event Agent Status History table tracks agent status changes, including when a status is assigned and removed. It provides key details such as agent identifiers, current status, and timestamps for status transitions, enabling accurate monitoring of agent availability and activity. Below are some of the scenarios where this Report is beneficial:
Agent Availability Monitoring: Track status changes and time spent in each status to understand agent availability across shifts and operational periods.
Schedule Adherence Analysis: Compare agent status transitions with assigned schedules to identify adherence patterns and unexpected periods of inactivity.
Workforce Planning and Reporting: Analyze status trends to optimize staffing, manage workloads, and ensure adequate agent coverage.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
RECORD_ID | Unique identifier for this agent status record; serves as the | VARCHAR | No | No | Yes |
AGENT_ID | Unique identifier of the agent whose status is being tracked | VARCHAR | No | No | No |
AGENT_STATUS | Status assigned to the agent Sample Values: Occupied, Available, Unavailable |
VARCHAR |
No |
No |
No |
STATUS_ASSIGN_TIME | Timestamp (epoch milliseconds) indicating when the agen | NUMBER | No | No | No |
STATUS_REMOVE_TIME | Timestamp (epoch milliseconds) indicating when the agen | NUMBER | 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.