‎Message Level Reporting | Sprinklr Help Center

Message Level Reporting

Updated

1 month 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

Dump

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.
Unique Fans Participated Count	Unique Customers who have sent a message to the brand in the selected time range.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case.
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.
Unique Fans Participated Count	Unique Customers who have sent a message to the brand in the selected time range.
Inbound Message Count	The number of messages that came into the sprinklr system from the customer associated to the case.
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
Date	Date on which the event occurred.
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Agent	The sprinklr user for whom the report is being generated.
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.
Message	The text of the inbound or outbound message associated to the case.
Message Type	Indicates the type of message if this is a live chat message, voice transcript or a voice recording.
Case Number	The ID number associated to the Case Details.
Message ID	Denotes the unique message ID associated to each message of the case details.
Message Date	The calendar date when the inbound or the outbound message was sent.
Agent Email ID	Email ID of the user who responded the message.
Has Brand Response?	This denotes If the Inbound message has brand response or not.
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)
Status	The value in the status field of each message.
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.