VIEW_AGENT_STATUS_HISTORY
Updated
The Agent Status Change view provides a detailed event-level log of when agents move between statuses (e.g., Available, Busy, Break) and how long they remain in each state. It records every transition throughout the day, enabling analysis of status change frequency, timing, and duration.
This view is especially useful for supervisors/managers comparing actual agent behavior against planned schedules and identifying hygiene issues such as excessive breaks or frequent status.
Below are some of the scenarios where this Report is beneficial:
Agent Status Adherence and Schedule Compliance: Compare actual agent status transitions and time spent in each status against planned schedules to identify adherence gaps and improve workforce discipline.
Agent Hygiene and Availability Monitoring: Track the frequency, timing, and duration of status changes to identify excessive breaks, frequent status switching, or prolonged idle periods that may impact productivity.
Workforce Utilization and Operational Analysis: Analyze status trends across agents and teams to understand how available time is being utilized, optimize staffing decisions, and improve operational efficiency.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Descriptions | Data Type | Nullable / Default | PII Fields | Unique Key |
AGENT_ID | Unique identifier for the agent in Sprinklr System. | VARCHAR | No | No | Yes |
STATUS | Current status of the agent Sample Values: Available, Break, Away |
VARCHAR |
No |
No |
Yes |
DATE | Date of the status change activity. | DATE | No | No | No |
STATUS_ASSIGN_TIME | Timestamp when the agent was assigned a specific status. | TIMESTAMP_NTZ | No | No | Yes |
STATUS_REMOVE_TIME | Timestamp when the status was removed or changed to another. | TIMESTAMP_NTZ | No | No | No |
TIME_IN_STATUS | Total time duration (in seconds/minutes/hours) spent in the status. | NUMBER | No | No | No |
AGENT_NAME | Given name of the Agent on Sprinklr System. | VARCHAR | No | Yes | 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.