VIEW_AGENT_STATUS_CHANGE
Updated
The Agent Status Change Report provides detailed insights into when agents switch between statuses, such as Available, Break, or Busy, and how long they remain in each. It summarizes total time spent per status, the frequency of status changes, and the number of days an agent entered a specific status. This enables supervisors to monitor availability patterns and assess productivity effectively. Below are some of the scenarios where this Report is beneficial:
Track Availability Patterns: Monitor when agents switch between statuses like Available, Break, or Busy and how long they stay in each.
Analyse Productivity: Identify time spent in non-productive statuses and frequent status changes to improve efficiency.
Support Workforce Planning: Use historical status data to forecast staffing needs and optimize scheduling.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable/Default | PII Fields
| Unique Key | Mutable |
AGENT_ID | Unique identifier for the agent in Sprinklr System. | VARCHAR(16777216) | No |
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AGENT_STATUS | Current status of the agent (e.g., Available, Busy, Break, Training). | VARCHAR(16777216) | No |
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DATE | Date of the status change activity. | DATE | No |
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AGENT_STATUS_ASSIGN_TIME | Timestamp when the agent was assigned a specific status. | TIMESTAMP_NTZ(9) | No |
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AGENT_STATUS_REMOVE_TIME | Timestamp when the status was removed or changed to another. | TIMESTAMP_NTZ(9) | No |
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TIME_IN_STATUS | Total time duration (in seconds/minutes/hours) spent in the status. | NUMBER(38,0) | No |
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AGENT_NAME | Given name of the Agent on Sprinklr System. |
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| Yes |
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