EVENT_CUSTOMER_PARTICIPANT
Updated
The EVENT_CUSTOMER_PARTICIPANT dynamic table captures details of customer participation in conversations or work items, including caller number, conversation ID, participant name, type, and associated work queue. It also records timestamps for creation and unique identifiers for each record. This table is designed to provide visibility into customer engagement within workflows, enabling accurate tracking of participants, routing analysis, and reporting for operational efficiency. Below are some of the scenarios where this Report is beneficial:
Customer Participation and Engagement Tracking: Monitor customer participation across conversations and work items to understand engagement patterns and interaction volumes.
Routing and Queue Analysis: Analyze participant associations with work queues and conversations to evaluate routing effectiveness and optimize customer handling workflows.
Conversation Journey Reporting: Track customer participation details across interactions to gain visibility into customer journeys, improve operational efficiency, and support end-to-end reporting.
Field Mapping/ Glossary
The report will include the following information:
Expected Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
WORK_QUEUE_ID | Unique identifier for the work queue. | VARCHAR | No | No | Yes |
WORK_QUEUE_NAME | Human-readable name assigned to the work queue. | VARCHAR | No | No | No |
WORK_QUEUE_TYPE | Type/category of the work queue (e.g., chat, voice, email). Sample Values: UNIVERSAL_CASE, INBOUND_MESSAGES, UNIVERSAL_TASK |
VARCHAR |
No |
No |
No |
CLIENT_ID | Identifier for the client organization associated with the work queue. | VARCHAR | Yes | null | No | No |
LAST_MODIFIED_AGENT_ID | User ID of the person who last modified the work queue metadata. | VARCHAR | No | No | No |
LOCALIZED_NAME | Localized or language-specific name of the work queue. | VARCHAR | Yes | null | No | No |
OWNER_AGENT_ID | User ID of the owner or primary responsible person for the work queue. | VARCHAR | Yes | null | No | No |
ROUTING_STRATEGY | Strategy used to route tasks to users. Sample Values: QUEUE_BASED_ROUTING, SKILL_BASED_ROUTING |
VARCHAR |
Yes | null |
No |
No |
ROUTING_EVALUATION_METHOD | Method used to evaluate routing decisions (e.g., priority, availability). Sample Values: SMART_PAIRING, ALL_SKILL_MATCHING, DISREGARD_SKILL |
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.