EVENT_CASE_MESSAGE
Updated
This table stores records of customer and brand messages exchanged across various channels (e.g., Voice, Email, Chat, Social). Each record captures message content, sender and receiver details, timestamps, and contextual attributes such as sentiment, workflow metadata, and case linkage. It also tracks whether a message is a brand response and maintains a globally unique message identifier to ensure consistency across systems. Below are some of the scenarios where this Report is beneficial:
Customer Interaction and Conversation Analysis: Analyze customer and brand messages across voice, email, chat, and social channels to understand communication patterns, engagement trends, and customer behavior.
Agent Response and Service Performance Monitoring: Measure brand response activity, response volumes, and conversation outcomes to evaluate agent effectiveness and improve customer experience.
Case Tracking and Sentiment Reporting: Link messages to cases and sentiment data to monitor issue resolution journeys, identify customer sentiment trends, and drive data-driven service improvements.
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 identifier for the message record. | VARCHAR | NO | No | Yes |
ACCOUNT_ID | Identifier of the account associated with the message. | VARCHAR | YES | NULL | No | No |
CASE_NUMBER | Identifier of the case linked to the message. | VARCHAR | NO | No | No |
MESSAGE_CHANNNEL_NAME | Source network type of the message Sample Values: SOURCE_AGNOSTIC, PINTEREST, SMS |
VARCHAR |
NO |
No |
No |
MESSAGE_CONTENT | Content of the message text. | VARCHAR | NO | No | No |
MESSAGE_ID | Globally unique identifier for the message across systems. | VARCHAR | NO | No | No |
MESSAGE_SENT_BY | Identifier of the sender of the message (customer or agent). | VARCHAR | NO | Yes | 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.