VIEW_AGENT_MACRO_USAGE_COUNT
Updated
The Agent Case Macro Usage Report offers data on agent macro utilization within cases. It details the quantity of macros used, the duration between case creation or assignment and macro implementation, and information on whether the assignee initiated the macro. Supervisors can leverage this report to assess agent effectiveness in case management, ensure process compliance, and examine case transfers. Below are some of the scenarios where this Report is beneficial:
Tracks macro usage in cases, including quantity, timing, and agent initiation.
Provides insights into agent effectiveness and ensures process compliance.
Highlights case transfers to identify workflow gaps and optimization opportunities.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable/Default | Is PII Field? | Unique Key | Is Mutable? |
AGENT_NAME | Name of the Agent given on the Sprinklr system. | VARCHAR | NO | Yes | ||
CASE_MACRO_APPLY_TIME_FROM_CASE_CREATION | Total time taken from case creation until the macro was applied. | NUMBER(38,0) | NO | |||
CASE_NUMBER | Identifier of the case on which the macro was applied. | VARCHAR | NO | |||
DATE | Date when the macro was applied. | DATE | NO | |||
CASE_MACRO_APPLY_TIME_FROM_ASSIGNMENT | Total time taken from case assignment until the macro was applied. | NUMBER(38,0) | NO | |||
MACRO_ID | Unique identifier of the macro applied. | VARCHAR | NO | |||
DID_ASSIGNEE_TRIGGER_MACRO | Boolean flag indicating whether the assignee applied the macro. | BOOLEAN | YES | NULL | |||
CHANNEL | Communication channel of the case (e.g., Voice, Email, Chat, Social). | VARCHAR | NO |