‎Agent Details Report | Sprinklr Help Center

Agent Details Report

Updated

7 days ago

The Agent Details Report tracks platform-level activities performed by individual users to support administrative visibility, security, and compliance. This includes logging changes to user properties such as name, email, or assigned roles; updates to permission levels and access rights; login and logout events; and status changes like activation or deactivation. These detailed activity logs provide a reliable audit trail, enabling administrators to monitor user actions, investigate incidents, and ensure adherence to organizational policies and regulatory requirements.

Business Use Cases

Ensure Compliance: Sprinklr tracks user property updates, permission changes, and login/logout events to support audit trails and meet compliance requirements.
Enhance Security Oversight: Admins can quickly investigate suspicious activity by reviewing detailed logs of user status changes and platform access.

Dashboard Sections

The Agent Details Report is divided into four different sections:

Login Logout Tracker: This widget provides the details about the logged-in agent trend and includes detailed information about each agent's login and logout information, along with time stamps.
Status Change Tracker: The Status Change Tracker offers detailed insights into an agent's status history, including time spent in each status and the timestamps for status assignment and removal. It also provides metrics on occupancy and utilization rates, along with breakdowns of time spent in 'Ready,' 'Not Ready,' and 'Idle' states and the agent's total logged-in duration.
User Properties Change Tracker: This section details the activity type, timestamp, and the asset's original, current, and final values.
Platform Usage Tracker: This section provides detailed insights into the activity type, activity group, and the corresponding activity count.

Status Change Tracker

Platform Usage Tracker

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Agent ID	The sprinklr user ID for whom the report is being generated.
Logged In Time	Measures total time that agent logged in to the system
Login Timestamp	Date Timestamp when Agent logged in to the system.
Logout Timestamp	Date Timestamp when Agent Logged out of the system.

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Agent Status	Status associated with an agent. These statuses are configured in the Sprinklr platform and may include Available, Break, Lunch, etc.
Time in Status	Time Spent in the status in given Interval, to be used with Agent Status.
Status Assign Time	Timestamp when an agent moved into a particular status. Apply filter for a particular Agent Status to see details.
Status Remove Time	Timestamp when an agent moved out of a particular status. Apply filter for a particular Agent Status to see details.

Name	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Agent ID	The sprinklr user ID for whom the report is being generated.
Occupancy %	The percentage of time that an agent spent handling ACD conversations against the total time ready calculated by (Time Spent in Ready Status with any case assigned / Ready Time).
Utilization %	The percentage of time that an agent spent handling. For example, in the Interacting, Idle, and Not Responding statuses divided by total Login time.
Ready Time	The time spent in the agent statuses where case was assigned to them in the specified period - ready status will be based on sum of agent status as configured in the "service settings screen".
Not Ready Time	The time spent in any status other than Offline and Ready for the specified period.
Idle Time- Not Working	Time for which agent was in ready status but did't had any case opened on care console or third pane irrespective of the cases assigned to them.
Idle Time-No case assigned	Time for which agent was in ready status but did't had any case assigned.
Logged in time	Measures total time that agent logged in to the system.

Name	Description
Modified User	Name of User who has been modified.
Activity Type	Activity Performed.
Action Count/Activity Count	Number of actions/changes.
Asset Modification Timestamp	Timestamp when modification was done.
Asset Name	Name of the field that has been updated.
Final/Current Asset Value	Dimension to show the final/new value of the Asset which has been updated.
Original Asset Value	Dimension to show the original value of the Asset which has been updated. For fields that have are newly created/updated - Original Asset Value should appear as N/A or ?-'.

Name	Description
Activity Date	Indicates the date timestamp when the activity took place.
Asset	Name of the asset which is associated with the activity like dashboard name if the dashboard was viewed/edited/updated, user name if the user was viewed/ added/ deleted etc.
Asset ID	ID of the asset which is associated with the activity like dashboard ID if the dashboard was viewed/edited/updated, user ID if the user was viewed/ added/ deleted etc.
Workspace	Indicates the workspace to which the data is associated with
Workspace	ndicates the type of the activity performed like if user was viewed, edited or dashboard viewed, edited, updated etc.
Activity Group	Defines the group to which the activity is a part of.
Activity ID	ndicates the unique ID associated to each activity performed/ done.
Activity Count	Measures the count of different activities performed by the agents.