VIEW_AGENT_OCCUPANCY
Updated
The Agent Occupancy view shows how agents spend their logged-in time across different statuses and activities. It captures time spent in each status, login duration, and case assignment counts, aggregated at 15-minute intervals. This granularity allows users to analyze agent availability, productive vs. non-productive time, and concurrency patterns, while still enabling easy rollups across dates, agents, or specific statuses.
This view is commonly used as the foundation for agent hygiene, occupancy, utilization, workforce efficiency, and billing calculations. This view helps operations teams understand where agent time is actually going and whether staffing levels and schedules align with real workload demand. Below are some of the scenarios where this Report is beneficial:
Agent Occupancy and Utilization Analysis: Measure how agents distribute logged-in time across productive and non-productive statuses to evaluate occupancy and workforce utilization.
Staffing and Capacity Planning: Compare agent availability, concurrency, and case assignments in 15-minute intervals to align staffing levels and schedules with workload demand.
Agent Hygiene and Billing Reporting: Track login duration, status adherence, and recorded activity to support agent hygiene monitoring, operational reporting, and billing calculations.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Descriptions | Data Type | Nullable / Default | Unique Key | PII Fields |
AGENT_NAME | Given name of the Agent on Sprinklr System. | VARCHAR | No | No | Yes |
AGENT_ID | Unique identifier for the agent in Sprinklr System. | VARCHAR | No | Yes | No |
AGENT_STATUS | Indicates the Status of the Agent in given interval. Sample Values: Available, Break, Away |
VARCHAR |
No |
Yes |
No |
DATE | Calendar date of the occupancy record, basis interval start time. | Timestamp_NTZ | No | No | No |
INTERVAL_END_TIMESTAMP | End time of the reporting interval (15-min). | Timestamp_NTZ | No | No | No |
INTERVAL_START_TIMESTAMP | Start time of the reporting interval (15-min). | Timestamp_NTZ | No | Yes | No |
LOGGED_IN_DURATION | Total time the agent was logged in the given interval & status. | STRING | Yes | 00:00 | No | No |
NUMBER_OF_CASES_ASSIGNED | Total number of cases assigned to the agent in the interval. | NUMBER | Yes | 0 | No | No |
TIME_SPENT_IN_STATUS | Total time the agent was in given status in given interval. | NUMBER | Yes| 00:00 | No | No |
TIME_SPENT_WITH_CASE_ASSIGNED | Total time the agent was assigned a case in given interval. | NUMBER | Yes | 00:00 | 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.