EVENT_CASE_ACTION_LOG
Updated
The EVENT_CASE_ACTION_LOG dynamic table provides detailed tracking of all actions and assignments performed on cases throughout their lifecycle. Each record captures critical information such as action type (e.g., ASSIGN, REASSIGN, APPLY_MACRO), timestamps, involved agents, assignment methods, and associated metadata like queues, channels, and SLA indicators. It also includes contextual and custom properties for advanced reporting and analytics. Below are some of the scenarios where this Report is beneficial:
Case Lifecycle and Action Analysis: Track actions such as assignments, reassignments, and macro applications to understand how cases progress from creation to resolution.
Routing and Workload Optimization: Analyze assignment methods, queues, channels, and involved agents to identify inefficient routing patterns and improve workload distribution.
SLA and Operational Compliance Monitoring: Evaluate case actions against SLA indicators and timestamps to identify delays, support audits, and improve service efficiency.
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 the assignment/action record; primary key. | VARCHAR | No | No | Yes |
ACCOUNT_ID | Identifier of the Sprinklr account associated with the case activity. | VARCHAR | Yes, NULL | No | No |
ACTION_TYPE | Type of action performed on the case Sample Values: WORK_QUEUE_UNASSIGNMENT, USER_UN_ASSIGNMENT, QUEUE_REMOVAL |
VARCHAR |
No |
No |
No |
ASSIGNED_BY_AGENT_ID | Identifier of the agent who assigned or reassigned the case. | VARCHAR | Yes, NULL | No | No |
ASSIGNEE | Identifier of the agent or entity to whom the case was assigned. | VARCHAR | Yes, NULL | No | No |
ASSIGNMENT_METHOD | Method used to assign the case Sample Values: MACRO, FAIR_ASSIGNMENT, PREFERRED_ASSIGNMENT |
VARCHAR |
Yes, NULL |
No |
No |
BRAND_RESPONSE_UM_ID | Identifier of the brand response message associated with the case. | VARCHAR | Yes, NULL | No | No |
CASE_CHANNEL_TYPE | Channel type of the case (e.g., Voice, Chat, Email, Social). Sample Values: SPRINKLR_LIVE_CHAT, SPRINKLR_VOICE, SALESFORCE |
VARCHAR |
Yes, NULL |
No |
No |
CASE_NUMBER | Unique case identifier used across workflows and reports. | VARCHAR | No | No | No |
CASE_QUEUE | Name or identifier of the queue to which the case belongs. | VARCHAR | Yes, NULL | No | No |
CHANNEL_SNAPSHOT | Snapshot of channel-related attributes at the time of the action. Sample Values: SPRINKLR_VOICE, SMS, WHATSAPP_BUSINESS |
VARCHAR |
Yes, NULL |
No |
No |
LAST_WORK_QUEUE | Identifier of the most recent work queue associated with the case. | VARCHAR | Yes, NULL | No | No |
MACRO_ID | Identifier of the macro applied to the case, if any. | VARCHAR | Yes, NULL | No | No |
AGENT_AVAILABILITY_STATUS | Availability status of the agent at assignment time. Sample Values: Connection Issue, Occupied, Available |
VARCHAR |
Yes, NULL |
No |
No |
IS_FIRST_USER_RESPONSE_AFTER_BRAND_RESPONSE_IN_SLA | Indicates whether the first user response after brand response met SLA. | VARCHAR | Yes, NULL | No | No |
PREVIOUS_LAST_WORK_QUEUE | Work queue associated with the case before the latest assignment. | VARCHAR | Yes, NULL | No | No |
SINGLE_CASE_QUEUE_CALCULATION_FLAG | Flag indicating whether single-queue calculation logic was applied. Values: TRUE/FALSE |
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.