‎Message Level Reporting | Sprinklr Help Center

Message Level Reporting

Updated

15 days ago

Message-level Reporting provides a detailed and granular analysis of both voice and non-voice interactions by breaking them down at the individual message level. This allows for deeper insights into each interaction's content, context and flow. By examining these elements individually, organizations can better understand customer behavior, agent performance, sentiment trends, and overall communication quality.

Business Use Cases for Message-Level Reporting

Offers insights by channel, including the number of fan messages and their sentiment.
Supervisors can track agent-specific insights, including the number of unique fan messages, inbound messages, and sentiment analysis.

Dashboard Sections

The Message Level Reporting dashboard is divided into three different sections:

Overview: The overview section offers insights into fan engagement across different channels, the total count of inbound messages, and the distribution of message sentiments.
Agent Performance: The agent performance section offers insights into agent-level fan engagement across different channels, the total count of inbound messages, and the distribution of message sentiments.
Dump: The dump offers detailed case-level information about the message, including the channel through which it was sent, the message type, the agent responsible for handling it, and whether the agent responded to the case.

Overview

Let's deep dive into the overview section and look at the various metrics. It is divided into 7 different widgets:

Non-Engageable Message Volume
Engageable Message Volume
Engageable Message - Response Rate
Engageable Message - Channel Wise Summary
Non - Engageable Message - Channel Wise Summary
Sentiment Analysis for Fan Messages
Sentiment Analysis for Brand Messages

Non-Engageable Message Volume

Engageable Message Volume

Engageable Message - Response Rate

Engageable Message - Channel Wise Summary

Non - Engageable Message - Channel Wise Summary

Sentiment Analysis for Fan Messages

Sentiment Analysis for Brand Messages

Agent Performance

Engageable Message Raw Dump

Let's deep dive into the metrics. It is divided into 2 widgets:

Inbound Message Raw Data
Outbound Message Raw Data

Inbound Message Raw Data

Outbound Message Raw Data

Name	Description
Total Message Count	The number of inbound and outbound messages to an account and the particular case including messages from the customer, or replies by the agent/ bot.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case.
Outbound Message Count	The number of messages that went out from the sprinklr system including the messages sent by bot or the system.

Name	Description
Total Message Count	The number of inbound and outbound messages to an account and the particular case including messages from the customer, or replies by the agent/ bot.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case.
Outbound Message Count	The number of messages that went out from the sprinklr system including the messages sent by bot or the system.

Name	Description
Number of Customer messages with a response	Total number of customer messages that has a response (bot or automated or agent). In case of consecutive customer messages having 1 brand message, all customer messages will be considered as responded.
% of Customer messages with a response	Number of Customer messages with a response / Inbound Message count.
Number of Customer messages with agent response	Total number of customer messages that has an agent response. In case of consecutive customer messages having 1 brand message, all customer messages will be considered as responded. In case of consecutive customer messages having 1 agent message, all customer messages will be considered as responded by an agent.
% of Customer messages with agent response	Number of Customer messages with agent response / Inbound Message count.

Name	Description
Channel	Provides the name of the channel associated on the case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first first message of the case.
Total Message Count	The number of inbound and outbound messages to an account and the particular case including messages from the customer, or replies by the agent/ bot.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case.
Outbound Message Count	The number of messages that went out from the sprinklr system including the messages sent by bot or the system.
Number of Customer messages with a response	Total number of customer messages that has a response (bot or automated or agent). In case of consecutive customer messages having 1 brand message, all customer messages will be considered as responded.
% of Customer messages with a response	Number of Customer messages with a response / Inbound Message count.
Number of Customer messages with agent response	Total number of customer messages that has an agent response. In case of consecutive customer messages having 1 brand message, all customer messages will be considered as responded. In case of consecutive customer messages having 1 agent message, all customer messages will be considered as responded by an agent.
% of Customer messages with agent response	Number of Customer messages with agent response / Inbound Message count.
Volume of Negative Sentiment Messages	Measures the count of messages where negative sentiment was detected.
Volume of Neutral Sentiment Messages	Measures the count of messages where neutral sentiment was detected.
Volume of Positive Sentiment Messages	Measures the count of messages where positive sentiment was detected.

Name	Description
Channel	Provides the name of the channel associated on the case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first first message of the case.
Total Message Count	The number of inbound and outbound messages to an account and the particular case including messages from the customer, or replies by the agent/ bot.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case.
Outbound Message Count	The number of messages that went out from the sprinklr system including the messages sent by bot or the system.
Number of Customer messages with a response	Total number of customer messages that has a response (bot or automated or agent). In case of consecutive customer messages having 1 brand message, all customer messages will be considered as responded.
% of Customer messages with a response	Number of Customer messages with a response / Inbound Message count.
Number of Customer messages with agent response	Total number of customer messages that has an agent response. In case of consecutive customer messages having 1 brand message, all customer messages will be considered as responded. In case of consecutive customer messages having 1 agent message, all customer messages will be considered as responded by an agent.
% of Customer messages with agent response	Number of Customer messages with agent response / Inbound Message count.
Volume of Negative Sentiment Messages	Measures the count of messages where negative sentiment was detected.
Volume of Neutral Sentiment Messages	Measures the count of messages where neutral sentiment was detected.
Volume of Positive Sentiment Messages	Measures the count of messages where positive sentiment was detected.

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Outbound Message Count	The number of messages that went out from the sprinklr system including the messages sent by bot or the system.
Volume of Negative Sentiment Messages	Measures the count of messages where negative sentiment was detected.
Volume of Neutral Sentiment Messages	Measures the count of messages where neutral sentiment was detected.
Volume of Positive Sentiment Messages	Measures the count of messages where positive sentiment was detected

Name	Description
Message Date	The calendar date when the inbound or the outbound message was sent.
Account	The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created.
Channel	Provides the name of the channel associated on the case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first first message of the case
Case Number	The ID number associated to the Case Details.
Message Sent By	Denotes the owner of the message if the message is being sent by the fan (customer) or the brand (system and agent).
Message Type	Indicates the type of message if this is a live chat message, voice transcript or a voice recording.
Message ID	Denotes the unique message ID associated to each message of the case details.
Message	The text of the inbound or outbound message associated to the case.
Has Brand Response?	This denotes If the Inbound message has brand response or not.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case